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Discussion Starter · #1 ·
So, newb signs up.

4TVs, a 722, a 311, a 211, two dishes- 1000.2 and a 500. Americas choice 200, dvr advantage, plat HD, HBO and stars.

AND cinemax for a year for 1 cent.

Based on horror stories of installs, I called around and found a local rep who sounded pretty decent and competent. Install was tricky- big house, multi rooms, crawl space and attic access required, (it was over 100F today too, outside- attic was almost an out of body experience!) snaking in the wall for HDMI to 2nd floor, and the barn/shop got it's own antenna. Guy was fine with whatever I wanted, if I helped great, just pay for the extra time. Arrived at 9, install done at 3. No lunch. BTW, I did all the attic work. Had to drill the top plate, cut out a wall box for one drop, 400 feet of cable overall.

So, as we are wrapping up the day and I am signing contracts, we discover a monthly charge for cinemax- no monthly dicount. And no line item for "cinemax for a year for 1 cent"... It turns out that DNs retailer software didn't automatically recognize the cinemax and autopay/paperless status, and I was charged for cinemax monthly. I pointed this out, and he said should be fine on the bill, or I could call. I didn't want to go round on it right there, clearly he had no laptop to address it, so I figured I would deal with it later.

After surfing a few hours, I decided to give CS a call, just to make sure.


Well, guess what? "I'm sorry sir, but since you already have cinemax we cannot give you this deal- this deal is only for new customers"

Are you Fing kidding me???

I calmly said, perhaps you don't understand- I've been a DN customer for 3 hours, This was a mistake by YOUR retailer. Indeed, I had complied with all the terms of the offer: new customer, selects cinemax, selects paperless/autopay. There is no requirement that the proper 'package' be selected on YOUR computer.

Hold

Comes back. Here's what I can do: 3 months cinemax for free.

Now I'm getting pissed.

Back and forth, me stressing my long and loyal commitment to DN, etc. She sounding stupid and unempowered. Finally, let me talk to...

Supervisor.

Super dances around a bit, I say "look, I've been nice so far, but this is really ridiculous. Lets end this stupidity and I will share with you that the contract was signed IN my home, IN California, and therefore has a recision period. You can fix this mistake or send the retailer back for the equipment. Simple"

She fixed it.

23 minutes of my life for stupidity. (I won't bore you with the run arounds during the pre-sales process, where the ONLY thing they wanted to discuss was 'can I sign you up on this call'.)

BTW, if you are waffling about install issues, try and get a local retailer with whom you can speak to discuss what you want- before you sign.

Happy so far :) awaiting a Samsung LN55A950 to arrive Monday!!!

A


PS I am sure there will be some DN apologist who says "It was your retailers fault, why blame customer service?" And I would respond, it is customer service who's job it is to fix customer issues who failed to fix the obvious error within the first 60 seconds of discussion.
 

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As you correctly recognized, the Cinemax thing is a PROMOTION, and Dish's retailer software doesn't recognize it as an option, as it should. The only possible way to blame the retailer would be to point out that the retailer should have been familiar with the promotion and its rules, and NOT signed you up for Cinemax upfront. But that's stupid, because the real issue is Dish's ordering system and the business rules preventing the promotion from being added within a reasonable time period (aka within a week of activation).
 

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Sounds like they fixed it to me, maybe not in 60 seconds but they did. Calm down, they did the right thing.
 

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Ready to switch from Comcast after recent purchase of 3rd HDTV

TurboHD is announced, sounds great, check website, have some questions, so call Customer Service# (mistake #1)

Friendly CSR assures me that dual-tuner HD-DVR will control 2 HDTV's, provides a package quote with the HD-DVR and 1 HD receiver (her mistake, does not know products, but will cancel her mistake by my mistake, trusting her to run a credit check to get the "best offer", and then trusting her to understand my request expressed three times to her that "this is not an order...do not bill...do not install")

If it sounds too good to be true, yep, it is, checked website and the dual-tuner HD-DVR will control only one HDTV and the other is SD. Will need a 2nd HD receiver. It's late, call tomorrow.

Next day it's off to the Phillippines call center. Mistakes #2,3,and 4 occur in rapid fashion, as 2 CSR's and a supervisor cannot handle my question about adding the extra receiver. I struggled with the language issue too. I finally hung up after 30 minutes, multiple holds, "slow computer here."

I then called another 800 number, spoke to a very friendly CSR, and despite his offers to help, by now the best option was to cancel this whole process. My gut feeling was there might actually be a pending order. He transferred me to an account rep and I requested all activity to date be cancelled.

TurboHD still seemed to be a great option so I considered giving a retailer a chance. I stopped by Radio Shack to learn that their order process went directly through the DISH website.

Mistake #5 verified yesterday when a $50 charge from DISH appears on my charge card account. I called DISH again, and was told that a refund was already processed.

:lol: Actually happy to have halted this process. Best option likely DirecTV through Costco.
 

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The sad part of the story is that all the correct information is available on line on the Dish Network web site. But as anyone with experience in customer service knows that is not enough, as most potential new customers need the security of confirmation by phone. Hence, the CSR's should have been thoroughly drilled in this stuff for at least two months prior to those great TurboHD ads appearing on TV. Instead, they barely got two weeks warning that something new was coming out.:nono2:
domestique said:
Ready to switch from Comcast after recent purchase of 3rd HDTV

TurboHD is announced, sounds great, check website, have some questions, so call Customer Service# (mistake #1)

Friendly CSR assures me that dual-tuner HD-DVR will control 2 HDTV's, provides a package quote with the HD-DVR and 1 HD receiver (her mistake, does not know products, but will cancel her mistake by my mistake, trusting her to run a credit check to get the "best offer", and then trusting her to understand my request expressed three times to her that "this is not an order...do not bill...do not install")

If it sounds too good to be true, yep, it is, checked website and the dual-tuner HD-DVR will control only one HDTV and the other is SD. Will need a 2nd HD receiver. It's late, call tomorrow.

Next day it's off to the Phillippines call center. Mistakes #2,3,and 4 occur in rapid fashion, as 2 CSR's and a supervisor cannot handle my question about adding the extra receiver. I struggled with the language issue too. I finally hung up after 30 minutes, multiple holds, "slow computer here."

I then called another 800 number, spoke to a very friendly CSR, and despite his offers to help, by now the best option was to cancel this whole process. My gut feeling was there might actually be a pending order. He transferred me to an account rep and I requested all activity to date be cancelled.

TurboHD still seemed to be a great option so I considered giving a retailer a chance. I stopped by Radio Shack to learn that their order process went directly through the DISH website.

Mistake #5 verified yesterday when a $50 charge from DISH appears on my charge card account. I called DISH again, and was told that a refund was already processed.

:lol: Actually happy to have halted this process. Best option likely DirecTV through Costco.
 

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The other problem is that the vast majority of CSRs do not understand that HD receivers are only HD on TV1, and that, yes, there ARE people with more than one HDTV, and, who, yes, really DO want HD on their other TV.

Dish's model of "1HD/1SD in a single receiver" was good for a lot of people over the last couple of years, as most folks with HD only had one HDTV in the house, but as time rolls on, more and more people will be replacing their #2, #3, and #4 TVs with HDTVs, and are going to run into a nasty policy wall of "support for only 4 TVs, which amounts to only 2 in HD". I hope Dish is working to change that, because it's already a problem for customers on a regular basis, and only going to be moreso in the future.
 

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In followup to the below, there was no refund of the $50 on the charge account when I checked this evening. I called E* again and was advised that the refund had been "kicked out", that the system did not show the $50 credit (already billed to and showing on my charge account), and that the system is acting really strange lately. The friendly rep stated she would resubmit the refund request, but it will take 5-7 business days.

Meanwhile, stopped at Costco earlier and ordered D* w/ HD for all 3 sets. Very helpful sales rep at the Kiosk. Installation Friday. Fingers crossed. :lol:

domestique said:
Ready to switch from Comcast after recent purchase of 3rd HDTV

TurboHD is announced, sounds great, check website, have some questions, so call Customer Service# (mistake #1)

Friendly CSR assures me that dual-tuner HD-DVR will control 2 HDTV's, provides a package quote with the HD-DVR and 1 HD receiver (her mistake, does not know products, but will cancel her mistake by my mistake, trusting her to run a credit check to get the "best offer", and then trusting her to understand my request expressed three times to her that "this is not an order...do not bill...do not install")

If it sounds too good to be true, yep, it is, checked website and the dual-tuner HD-DVR will control only one HDTV and the other is SD. Will need a 2nd HD receiver. It's late, call tomorrow.

Next day it's off to the Phillippines call center. Mistakes #2,3,and 4 occur in rapid fashion, as 2 CSR's and a supervisor cannot handle my question about adding the extra receiver. I struggled with the language issue too. I finally hung up after 30 minutes, multiple holds, "slow computer here."

I then called another 800 number, spoke to a very friendly CSR, and despite his offers to help, by now the best option was to cancel this whole process. My gut feeling was there might actually be a pending order. He transferred me to an account rep and I requested all activity to date be cancelled.

TurboHD still seemed to be a great option so I considered giving a retailer a chance. I stopped by Radio Shack to learn that their order process went directly through the DISH website.

Mistake #5 verified yesterday when a $50 charge from DISH appears on my charge card account. I called DISH again, and was told that a refund was already processed.

:lol: Actually happy to have halted this process. Best option likely DirecTV through Costco.
 
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