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Good CSR Experience

1214 Views 4 Replies 5 Participants Last post by  finniganps, 
nmetro
With all the bad rap CSRs, technical support and installers have been getting lately; I thought I would share a good story.

Yesterday, my 129 signal started getting worse on channels which I never had problems with. I had marginal reception on TP 2, 6, 18, but then TP 11 and 22 were also getting bad. So, I called technical support. When went through the various screen and we determined that the dish needed peaking. HE sort of ignored the fact the the 129 LNB had a -6 LNB drift, but I suspect it got lost in whatever he was doing.

At any rate, he set up an appoint for todat between 12 and 5. The installer arrived at 1:00 Pm. After going through the screens, he replaced the 129 LNB. He then peake dthe dish. he also determined that the 110/119 LNB was also bad (or about to fail) and replaced that also. He left the DISH 1000 in place. After tweeking the dish a bit more, now I am getting much better signals on 129, as well as, 110/119.

It is nice to report something good for a chnage.:)
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B
Yes it is good to report a good CSR experience,but why did you even need to call with a problem? LNB failure and a dish needing repeaking are the symptoms of other problems. Sloppy installation to begin with and purchasing the lowest quality production to begin with.
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phrelin
As I noted on another thread, I have always had good experiences with technical support on the phone. And since every system can have problems, I do consider that a plus for Dish.

Not to take away from that at all, I don't consider tech support people CSR's. Those are the folks that screw up your order, can't tell you what a package actually contains, or adjust your billing detail.
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SaltiDawg
phrelin said:
As I noted on another thread, I have always had good experiences with technical support on the phone. And since every system can have problems, I do consider that a plus for Dish.

Not to take away from that at all, I don't consider tech support people CSR's. Those are the folks that screw up your order, can't tell you what a package actually contains, or adjust your billing detail.
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F
I agree - tech support has always been good. CSR's have been good most of the time, but I recently had a very bad experience on fee issues with a CSR on my conversion from the 721 to the 722. IN the end the CEO office corrected the problem, but it was very frustrating talking to the CSR who refused to give me a supervisor.
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