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I e-mailed E* regading the following and want to share their response with you.
-----Original Message-----
From: XXXXXXXXXXX
Sent: Thursday, July 18, 2002 7:17 AM
To: CEO
Subject: A Few Things
Account No: XXXXXXXXXX
Dear Charlie:
I have been a Dish Customer for over year now. I have been very satisfied with the programing and the quality of service that your company provides. This includes customer service, installation, technical support and hardware and software innovation. When I changed from Cable to Dish Network, I opted for the Digital Home plan ((1) 2800, 4 (301) (1) 501);
I recently bought a 721 and replaced it for the 2800. One problem that I see is that I wanted to add one more receiver to my account and was told that I could not. It was not a matter of having no more outputs to deliver the signal at my house but a matter of your billing software of not having a way to bill this. I was surprised to hear this. Your website even offer diagrams how to hook up up to 12 receivers but your billing system can only bill for six. I hope that in the future you can change this since I still want to add one more receiver to my account.
My 501 has given me a great new experience in how I watch TV and how much time I dedicate to it. Since I was part of the digital plan and I am currently leasing the 501, I asked (customer service) if there was an upgrade to the 508. I was told that it was not the case. I really feel that digital plan accounts should be given the option to upgrad to the 508 since both units are very similar and are only different in the Hard Disk space.
I decided to invest in the 721 for the great experience that the 501 has given me. If this is the case why not lease more than one 501 per account. That is 2 or three. Why only stay with one? Especially to excellent customer that get your total package plus other packages and have been always on time in paying the bill.
I hope I get an answer from you and really hope understand that I am very satisfied with your service but these are concern that I have.
Here is the response I received:
Dear Mr. XXXXX,
Thank you for taking the time to email us with your suggestions.
Dish Network thanks you for taking interest in our business and greatly appreciates the feedback you have provided.
At this time there are no plans to change current limit of 6 receivers per account. There are several reasons for this and we typically do not have customers who require more. We apologize that there is no way currently to add the 7th receiver to your account. We can build you a second account but you would have another full programming bill as opposed to paying the additional outlet fee as you do with your other additional receivers. This practice could change in the future but there is no guarantee.
There are also no plans at this time to allow existing Digital Home Plan customers to upgrade their 501's to 508's, however, there is a definite possibility this could happen. We have started making it possible for customers who did not have the option of 3 or 4 receiver plans and PVR plans to upgrade their commitments. Allowing DHP customers to upgrade their 501 to a 508 could happen but there is nothing in the works at this time.
We have had quite a few requests from lease customers to include multiple PVR receivers in their plans. This most likely will not become an option due to the price of the equipment. Unfortunately, due to the amount of customers who default on their leases who never return their equipment stops us from allowing more than 4 receivers on a Digital Home Plan or allowing multiple 501's. It is unfortunate that those who "break the rules" make it difficult for the ones who would benefit from the features of multiple PVR units.
All of your suggestions will be tracked and forwarded on to the appropriate teams. We hope that the information we have provided is what you were looking for. Dish Network greatly appreciates the feedback and we will put it to use in hopes of making our service better. Thank you for taking the time to let us know your thoughts.
If we can be of assistance regarding any other matter, please feel free to contact us again. Thank you for your time. Dish Network appreciates your business.
Thank you,
Have a great day!
Leslie D. Lisby
Executive Office of Soraya Cartwright
-----Original Message-----
From: XXXXXXXXXXX
Sent: Thursday, July 18, 2002 7:17 AM
To: CEO
Subject: A Few Things
Account No: XXXXXXXXXX
Dear Charlie:
I have been a Dish Customer for over year now. I have been very satisfied with the programing and the quality of service that your company provides. This includes customer service, installation, technical support and hardware and software innovation. When I changed from Cable to Dish Network, I opted for the Digital Home plan ((1) 2800, 4 (301) (1) 501);
I recently bought a 721 and replaced it for the 2800. One problem that I see is that I wanted to add one more receiver to my account and was told that I could not. It was not a matter of having no more outputs to deliver the signal at my house but a matter of your billing software of not having a way to bill this. I was surprised to hear this. Your website even offer diagrams how to hook up up to 12 receivers but your billing system can only bill for six. I hope that in the future you can change this since I still want to add one more receiver to my account.
My 501 has given me a great new experience in how I watch TV and how much time I dedicate to it. Since I was part of the digital plan and I am currently leasing the 501, I asked (customer service) if there was an upgrade to the 508. I was told that it was not the case. I really feel that digital plan accounts should be given the option to upgrad to the 508 since both units are very similar and are only different in the Hard Disk space.
I decided to invest in the 721 for the great experience that the 501 has given me. If this is the case why not lease more than one 501 per account. That is 2 or three. Why only stay with one? Especially to excellent customer that get your total package plus other packages and have been always on time in paying the bill.
I hope I get an answer from you and really hope understand that I am very satisfied with your service but these are concern that I have.
Here is the response I received:
Dear Mr. XXXXX,
Thank you for taking the time to email us with your suggestions.
Dish Network thanks you for taking interest in our business and greatly appreciates the feedback you have provided.
At this time there are no plans to change current limit of 6 receivers per account. There are several reasons for this and we typically do not have customers who require more. We apologize that there is no way currently to add the 7th receiver to your account. We can build you a second account but you would have another full programming bill as opposed to paying the additional outlet fee as you do with your other additional receivers. This practice could change in the future but there is no guarantee.
There are also no plans at this time to allow existing Digital Home Plan customers to upgrade their 501's to 508's, however, there is a definite possibility this could happen. We have started making it possible for customers who did not have the option of 3 or 4 receiver plans and PVR plans to upgrade their commitments. Allowing DHP customers to upgrade their 501 to a 508 could happen but there is nothing in the works at this time.
We have had quite a few requests from lease customers to include multiple PVR receivers in their plans. This most likely will not become an option due to the price of the equipment. Unfortunately, due to the amount of customers who default on their leases who never return their equipment stops us from allowing more than 4 receivers on a Digital Home Plan or allowing multiple 501's. It is unfortunate that those who "break the rules" make it difficult for the ones who would benefit from the features of multiple PVR units.
All of your suggestions will be tracked and forwarded on to the appropriate teams. We hope that the information we have provided is what you were looking for. Dish Network greatly appreciates the feedback and we will put it to use in hopes of making our service better. Thank you for taking the time to let us know your thoughts.
If we can be of assistance regarding any other matter, please feel free to contact us again. Thank you for your time. Dish Network appreciates your business.
Thank you,
Have a great day!
Leslie D. Lisby
Executive Office of Soraya Cartwright
