A little background-- my HD upgrade appointment today was scheduled by an Executive Resolution Representative after an earlier line-of-site problem meant that my installation had to be put on hold until I had a tree removed. I since had the tree removed and have until today been happy with how the company has addressed my needs as a multi-year customer. The below text, sent to the Executive team sums up my absurd incident's of today. (Also, it is currently 3:40 p.m. here. We'll see if we actually see a tech by day's end.)
I feel the need to report the events of the upgrade installation that you scheduled for me for this past Saturday. The appointment that you arranged for me was for between 8 and noon. At 11:30, I received a call from someone telling me that the technician was running late and would be to my house between noon and 1 p.m. At 1:45, a technician still hadn't arrived, so I called the 1-800-333-DISH line where I was told by the customer service representative that he would put me on hold for "three to four minutes" to contact a dispatcher and find out the status of my technician. Well, he actually left me on hold for 40 minutes. When he returned to the line, he told me the technician was still running late and that we could expect him to arrive by 7 p.m.! I told him that since I had already been waiting for an 8-noon window and had agreed to expand that window to 1 p.m. when called earlier in the day that it was absurd to expect me now to wait at home until 7 p.m. for a technician that might never come. He told me my only option was to agree or reschedule to the next available date -- meaning I would just need to sit and wait again on another date. Resigned, I said I would wait, noting that I had already had to send my wife to a family event this afternoon that I was supposed to go to since the technician had missed my scheduled appointment. I also raised my frustration with being lied to earlier in the day when I was told that the tech would be one hour late and then being lied to by the phone rep who left me on hold for 40 minutes instead of 3-4.
I asked to talk to a supervisor, and he agreed -- only here's the real kicker of the day -- he forgot to put me on hold, so I had the chance to hear him laugh at me and mock me to a co-worker as he talked about my predicament!
When I finally got the supervisor on the line, I explained my frustration and he offered me a $25 credit "for my trouble." Resigned in the moment -- and not wanting to be on the phone anymore after what had been now a 57-minute call -- I said fine and hung up.
I hope that you can see that this is the worst way to treat a customer. In the course of one day, I have been lied to twice by Dish Network employees, I was verbally mocked and laughed at by an employee, I have missed an important family event because the technician didn't arrive within either the 8-noon or even the later agreed-upon noon-one appointment time and I am now sitting at home for what could likely be an 11-hour window (8 am to 7 pm) to hopefully see a technician arrive. As a long-time customer I don't think a $25 credit comes close to alleviating what I have gone through. For a company that touts itself with this line on your Web site "Whether you are an existing customer or new to the DISH Network experience, our staff of friendly and knowledgeable customer service representatives are available to assist you with all of your satellite programming and equipment needs," I have come across the exact opposite.
Please let me know how you might respond to these issues.
Thank you for your time.
I feel the need to report the events of the upgrade installation that you scheduled for me for this past Saturday. The appointment that you arranged for me was for between 8 and noon. At 11:30, I received a call from someone telling me that the technician was running late and would be to my house between noon and 1 p.m. At 1:45, a technician still hadn't arrived, so I called the 1-800-333-DISH line where I was told by the customer service representative that he would put me on hold for "three to four minutes" to contact a dispatcher and find out the status of my technician. Well, he actually left me on hold for 40 minutes. When he returned to the line, he told me the technician was still running late and that we could expect him to arrive by 7 p.m.! I told him that since I had already been waiting for an 8-noon window and had agreed to expand that window to 1 p.m. when called earlier in the day that it was absurd to expect me now to wait at home until 7 p.m. for a technician that might never come. He told me my only option was to agree or reschedule to the next available date -- meaning I would just need to sit and wait again on another date. Resigned, I said I would wait, noting that I had already had to send my wife to a family event this afternoon that I was supposed to go to since the technician had missed my scheduled appointment. I also raised my frustration with being lied to earlier in the day when I was told that the tech would be one hour late and then being lied to by the phone rep who left me on hold for 40 minutes instead of 3-4.
I asked to talk to a supervisor, and he agreed -- only here's the real kicker of the day -- he forgot to put me on hold, so I had the chance to hear him laugh at me and mock me to a co-worker as he talked about my predicament!
When I finally got the supervisor on the line, I explained my frustration and he offered me a $25 credit "for my trouble." Resigned in the moment -- and not wanting to be on the phone anymore after what had been now a 57-minute call -- I said fine and hung up.
I hope that you can see that this is the worst way to treat a customer. In the course of one day, I have been lied to twice by Dish Network employees, I was verbally mocked and laughed at by an employee, I have missed an important family event because the technician didn't arrive within either the 8-noon or even the later agreed-upon noon-one appointment time and I am now sitting at home for what could likely be an 11-hour window (8 am to 7 pm) to hopefully see a technician arrive. As a long-time customer I don't think a $25 credit comes close to alleviating what I have gone through. For a company that touts itself with this line on your Web site "Whether you are an existing customer or new to the DISH Network experience, our staff of friendly and knowledgeable customer service representatives are available to assist you with all of your satellite programming and equipment needs," I have come across the exact opposite.
Please let me know how you might respond to these issues.
Thank you for your time.
