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Guest Message by DevFuse

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Customer Service Ideas


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4 replies to this topic

#1 OFFLINE   MarkInDenver

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Posted 15 May 2006 - 04:18 PM

I'm trying to have the 622 installed. I originally had a 5/26 date, but the box came early. So I called and they gave me a 5/15 date. I thought to call in at 4 p.m. today. I found that either the entry had not been made in the system or the system had lost the 5/15 appointment. So a day off from work was wasted. The friendly staff in India refused to do anything about the situation or suggest who I might talk to locally (despite the fact I'm some five miles from Dish's main offices). Anyway, short of stopping by their offices,

1) Any suggestions on how to escalate a situation and get some help?

2) When does the 18-month commitment kick in? Would I still have the ability to switch to DirectTV?

Any help is appreciated.

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#2 OFFLINE   liferules

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Posted 15 May 2006 - 04:49 PM

ceo@dishnetwork.com

They are often very responsive, at least to me they were...

#3 OFFLINE   BrianB

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Posted 15 May 2006 - 04:58 PM

This EXACT same thing happened to me twice. The ironic thing is that one of the times they actually called me to move up my install. Both times the install was not changed in the system and I waited around for nothing. I sent an email to the address liferules posted and they were able to fix it and compensate me.

#4 OFFLINE   MarkInDenver

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Posted 15 May 2006 - 05:17 PM

Thanks, I'll try emailing.

ceo@dishnetwork.com

They are often very responsive, at least to me they were...



#5 OFFLINE   MarkInDenver

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Posted 16 May 2006 - 06:45 PM

What I posted on the Yahoo message boards:

Someone "here" gave me the idea of contacting ceo@echostar.com, to which I added Charlie.Ergen@echostar.com.

I received a number of calls and they arranged a special install of the VIP622 today. The installer was superb, and spend far more time than I expected, remounting my dish and swapping out low-frequency cable which he said would eventually have problems.

So I'm happy with Dish's resolution to the problem, although I'd like to say, I'd have been happy if the India team had just done anything about the problem. Anything minor would have made me feel like it wasn't being swept under the rug - some route of escalation, or we're sorry we lost your 5/15 appointment but we still don't have an opening until 5/26 so here's some PPV coupons, anything.

So they went above and beyond today. And the whole point of this was an HD install, which having watched the beginning of the Nets-Heat on TNT in HD, is stunning.

So thanks Charlie or whoever filters his email.




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