DISH Network CSR - The Good/Bad

well, I just thought I would post a little about my experience w/ CSR. I will post up the emails below to help better explain. Really quick though, I emailed first to the normal CSR, then when I did not get the resolution I asked for I emailed "ceoATechostadotcom". Funny the email reply I received was verbatim. CSR is a joke at DISH.

Here is my email followed by the reply:

Hello,

I would like to take a moment to describe a situation I recently had with Dish Network's customer service, both good and bad. The emails below explain in slightly more detail, as well as offer some responses.

In late November I purchased a new HD TV and decided to upgrade to Dish HD using the "dish'n it up" program. I spoke with several agents via the online chat as well as on phone. I was given all the pricing and package information and placed my order which included a VIP 622 receive for $149 with a $100 credit. I then scheduled my install for Tuesday December 4th from 8-12pm.

During this time I was also adding ATT phone and DSL service. I was told by both ATT and Dish Network that I could get a $4 per month credit by "bundling these services". Unfortunately it didn't appear that any customer service person knew exactly how the process works and I was bounced back and fourth several times. I was finally eventually told that because I was not a "new" dish customer I was not eligible for this discount. Never once in the ordering process was I informed of this. I explained to both ATT and Dish's sales folks that this was my intent. Needless to say this started my "upgrade" off on the wrong foot.

This is where things got really bad . . . the installer did not show up to my home until nearly two o'clock pm. I had only planned on taking 1/2 day off work and was now forced to take an entire day off. Once he arrived he explained that they are having issues with a shortage of the "44 switch". He went out and took a look at my current set-up and explained that because of said shortage he could not do the install. He and I then reviewed my work order and noticed that it listed the incorrect receiver. We then called customer service to set up another appointment for install and get my invoice corrected to reflect the current receiver. He and I had to go through 2-3 customer service persons until someone would honor the pricing that I was offered during my order.

Then came the issue with the install. I basically was put to the back of the line for installs at this point and was told the "next available appointment was 1 week later on 12/10. I explained that I disapproved of this time/date as I felt that I was being punished by having to wait for the next "available" delivery when in fact I feel as though I should have been made a priority.

That evening I called customer service again. I spoke with a supervisor he gave me the same response, "currently this is the next available appointment". She then said she had sent an email to dispatch to potentially get a better date and she said someone would call me the following morning...I was also offered a $10 credit (consolation).

Morning came and went with no phone call. During my lunch break I contacted Dish Customer service again. I again had to go through the steps to get to a supervisor who informed me that my 12/10 appointment had been canceled and that now 12/11 was the earliest appointment. Needless to say this did not sit well with me. I explained to her that I did not cancel the appointment. She was unable to be of any additional help to me, but again offered a $10 credit. Quite frankly that was not good enough but I did not have the time to continue the conversation.

That night I called customer service again. This time I did not stop at the supervisor and escalated to a corporate person. I believe his name was Sam. I explained my story once again to him. He understood my frustration, got me an appointment for Sunday 12/9 and sent me the switch direct to my home (in-case the installer still does not have the proper equipment). This is what customer service is all about. Its a shame it cost me a days work (pay) and countless hours on the phone to finally get some resolution (although the install still needs to be done) so I will with hold judgment on just how effective Same was; he did however do what I had requested.

I really hope this is not the "typical" customer service I can expect from Dish Network. I look forward to a long and good customer/service relationship and only hope that this was an isolated incident because I was seconds away from dropping my service entirely.

Mr. Z,



We take our customer service seriously and strive to be the best in our industry. Our customers are very important to us and we sincerely apologize for the service you received. Please understand that as a growing company, we are continuously training all of our employees and constantly evaluating our customer service. Although there is a tremendous amount of information with which our representatives are expected to learn and retain, there is no excuse for being inconsistent or insufficient to those that have made us what we are today—our customers!



We appreciate that you have brought this to our attention and will address the issue with the appropriate personnel. We apologize for the inconvenience and appreciate your feedback.



If you have any further questions or concerns, please feel free to contact me at the phone number provided.



Thank you,

well, I just thought I would post a little about my experience w/ CSR. I will post up the emails below to help better explain. Really quick though, I emailed first to the normal CSR, then when I did not get the resolution I asked for I emailed "ceoATechostadotcom". Funny the email reply I received was verbatim. CSR is a joke at DISH.

Here is my email followed by the reply:

Hello,

I would like to take a moment to describe a situation I recently had with Dish Network's customer service, both good and bad. The emails below explain in slightly more detail, as well as offer some responses.

In late November I purchased a new HD TV and decided to upgrade to Dish HD using the "dish'n it up" program. I spoke with several agents via the online chat as well as on phone. I was given all the pricing and package information and placed my order which included a VIP 622 receive for $149 with a $100 credit. I then scheduled my install for Tuesday December 4th from 8-12pm.

During this time I was also adding ATT phone and DSL service. I was told by both ATT and Dish Network that I could get a $4 per month credit by "bundling these services". Unfortunately it didn't appear that any customer service person knew exactly how the process works and I was bounced back and fourth several times. I was finally eventually told that because I was not a "new" dish customer I was not eligible for this discount. Never once in the ordering process was I informed of this. I explained to both ATT and Dish's sales folks that this was my intent. Needless to say this started my "upgrade" off on the wrong foot.

This is where things got really bad . . . the installer did not show up to my home until nearly two o'clock pm. I had only planned on taking 1/2 day off work and was now forced to take an entire day off. Once he arrived he explained that they are having issues with a shortage of the "44 switch". He went out and took a look at my current set-up and explained that because of said shortage he could not do the install. He and I then reviewed my work order and noticed that it listed the incorrect receiver. We then called customer service to set up another appointment for install and get my invoice corrected to reflect the current receiver. He and I had to go through 2-3 customer service persons until someone would honor the pricing that I was offered during my order.

Then came the issue with the install. I basically was put to the back of the line for installs at this point and was told the "next available appointment was 1 week later on 12/10. I explained that I disapproved of this time/date as I felt that I was being punished by having to wait for the next "available" delivery when in fact I feel as though I should have been made a priority.

That evening I called customer service again. I spoke with a supervisor he gave me the same response, "currently this is the next available appointment". She then said she had sent an email to dispatch to potentially get a better date and she said someone would call me the following morning...I was also offered a $10 credit (consolation).

Morning came and went with no phone call. During my lunch break I contacted Dish Customer service again. I again had to go through the steps to get to a supervisor who informed me that my 12/10 appointment had been canceled and that now 12/11 was the earliest appointment. Needless to say this did not sit well with me. I explained to her that I did not cancel the appointment. She was unable to be of any additional help to me, but again offered a $10 credit. Quite frankly that was not good enough but I did not have the time to continue the conversation.

That night I called customer service again. This time I did not stop at the supervisor and escalated to a corporate person. I believe his name was Sam. I explained my story once again to him. He understood my frustration, got me an appointment for Sunday 12/9 and sent me the switch direct to my home (in-case the installer still does not have the proper equipment). This is what customer service is all about. Its a shame it cost me a days work (pay) and countless hours on the phone to finally get some resolution (although the install still needs to be done) so I will with hold judgment on just how effective Same was; he did however do what I had requested.

I really hope this is not the "typical" customer service I can expect from Dish Network. I look forward to a long and good customer/service relationship and only hope that this was an isolated incident because I was seconds away from dropping my service entirely.

Mr. Z,



We take our customer service seriously and strive to be the best in our industry. Our customers are very important to us and we sincerely apologize for the service you received. Please understand that as a growing company, we are continuously training all of our employees and constantly evaluating our customer service. Although there is a tremendous amount of information with which our representatives are expected to learn and retain, there is no excuse for being inconsistent or insufficient to those that have made us what we are today—our customers!



We appreciate that you have brought this to our attention and will address the issue with the appropriate personnel. We apologize for the inconvenience and appreciate your feedback.



If you have any further questions or concerns, please feel free to contact me at the phone number provided.



Thank you,


Does that meant that they are going to credit you the $4?

FYI, try using a different color than green. It is really difficult to read.

mjwkr-I sincerely hope that your install finally gets done properly and your frustation with Dish customer service is over, but.....................

I've been Dish over ten years and IMHO I can't imagine a company exists that has worse CS. I won't bore you with all the details and frankly I don't care to type the sad tale but I started an upgrade process last August that was an absolute nightmare from HELL. After blown appointments with not even the courtesy of a phone call and a bad install that left me with no service for almost a week, the situation was finally rectified. I spent literally HOURS on the phone and HOURS waiting for service to show up. The ONLY reason I didn't cancel was that I was given some financial compenstation, all the premiums FREE for 3 months, and the fact that I DO really think they have the best equipment (HD DVR's). They also allowed me to lease a 622 & a 722 at the same time. When I 1st became a customer service was outstanding. When CS went to India service went to hell. If you get a decent installer that shows up when they're supposed to and knows what they're doing you'll love it. Just pray you don't have a problem. More often than not the CSR's know next to nothing and the lack of communication is unbelievable. I used to be one of their biggest fans and sent them a number of customers. I would never do that again. Next time around I'll give Direct TV a shot. I really don't know if their service is any better but there is NO WAY on God's Earth it can be any worse. Sorry for the rant, my friend. I REALLY wish you good luck.

Ed

Does that meant that they are going to credit you the $4?

FYI, try using a different color than green. It is really difficult to read.

Sorry about the green. The funny thing is I don't even know if I am getting the credit or not...I doubt it though.


The reason I posted the response as I felt it terribly inconsiderate to just send me another blanketed response that they use for all their CsR issues. They could have at least taken the time to respond to my issue directly.

The install is to be today...I am glad the sent me the equipment because I got a call yesterday from dispatch trying to cancel my appointment due to not have the "switch". Boy where they surprised when I told them that I already had it...haha.

Hope they show up and do a great job for ya!

Ed

Hope they show up and do a great job for ya!

Ed
This has got to be a joke!!!!!!!!

Just got off the phone w/ dispatch; somehow, my appointment has been canceled. They then told me they did not have a 622 receiver and could not do my install at the rescheduled date of 12/10. I spoke w/ dispatch yesterday and everything was still on! I told them if they don't have a 622 they need to get me a 722. I better not have to pay for the difference either! I am livid! If for some reason it does not happen tommorrow I am done! Holy crap, what a fricken joke!

This has got to be a joke!!!!!!!!

Just got off the phone w/ dispatch; somehow, my appointment has been canceled. They then told me they did not have a 622 receiver and could not do my install at the rescheduled date of 12/10. I spoke w/ dispatch yesterday and everything was still on! I told them if they don't have a 622 they need to get me a 722. I better not have to pay for the difference either! I am livid! If for some reason it does not happen tommorrow I am done! Holy crap, what a fricken joke!

Out of curiosity, with all of this trouble, why are you sticking with Dish?

Out of curiosity, with all of this trouble, why are you sticking with Dish?

Up until this incident I have been nothing but satisfied with Dish. I am giving them one last chance. FYI, I got a call tonight from some higher up at Dish. she told me that if, for any reason, everything is not to my satisfaction tomorrow I should call her and she will make it right. Here's to hoping it goes smooth.:helpme

Oh man, dejavu! Maddening ain't it? Sounds like the same crap I went through, you have my sympathy. Demand some compensation or tell 'em you're through and going to Direct TV. That's what I did and I wasn't b.s.ing either. I find it amazing that a company can stay in business with this kind of nonsense. I also was given the "direct phone #" of some supposed corporate person when I was going through this. When I called back after ANOTHER snafu guess what.....she had a voice mail that she'd be out of the office for the following two weeks! She KNEW she'd be gone when she gave me the #!:mad: Like I said in my previous post if I hadn't been given significant compensation I woulda been GONE. Really sorry for ya bud. I figured you'd be posting that everything went great and you were enjoying your HD. Nobody seems to believe these horror stories until it happens to them. I didn't. Send an email to ceo@echostar.com . Good luck!

Ed

When I upgraded to HD a couple of months ago, everything went great! I initially called just to check out the pricing, the CSR was friendly and helpful. I called the next day to take the plunge. Different CSR, but equally friendly and helpful (actually a bit too friendly, definitely a chatterbox). The first guy told me I would not get HD locals, the second guy said I would. The first guy was right.

The installer called the night before to confirm the appt. I left a note explaining what needed to be and how I wanted it done as I wasn't going to be home. The installer was appreciative of the information and the install went fine (although the cabling he chose to do was kind of weird, I fixed that later, but everything was functional).

About a week later I started getting some weird error message. I called dish, the tech came out and replaced the LNBs and realigned my 61.5 dish and everything was fine.

Got a follow-up call from Dish asking if everything was fine with the install.

I've been with Dish for about 10 years, never any major problems. Have only talked to them a couple of times over the years with problems. They have always been responsive.

My HD upgrade credit showed up on my bill right away, and the $100 rebate started showing up 2 months later, without any follow-ups.

Too bad everyone doesn't have the same experiences.

Hookster-I'm happy for ya man. That's how its SUPPOSED to be, guess sometimes it actually is.

After waiting 3 months I finally started to get my $10 @ month credit. The original CSR insisted I'd get $20 @ month for 10 months for upgrading 2 receivers (the programming upgrade portion). I knew that was wrong when I ordered so I wasn't surprised. I'm still waiting to see $200 in credit for the receivers. I called last month (3 months) and after playing the CSR shuffle a supervisor said it would be on this months bill. Its not. :rolleyes: Very irritating. I'm really not a hard person to please and spent most of my working life dealing with the public so I know what its like on the other side. I'm not looking forward to jumping through hoops to get my $$$ back.

Question:When you received your rebate for the equipment was it given all at once or are they crediting your bill each month? Thanks.

Ed

Hookster-I'm happy for ya man. That's how its SUPPOSED to be, guess sometimes it actually is.

After waiting 3 months I finally started to get my $10 @ month credit. The original CSR insisted I'd get $20 @ month for 10 months for upgrading 2 receivers (the programming upgrade portion). I knew that was wrong when I ordered so I wasn't surprised. I'm still waiting to see $200 in credit for the receivers. I called last month (3 months) and after playing the CSR shuffle a supervisor said it would be on this months bill. Its not. :rolleyes: Very irritating. I'm really not a hard person to please and spent most of my working life dealing with the public so I know what its like on the other side. I'm not looking forward to jumping through hoops to get my $$$ back.

Question:When you received your rebate for the equipment was it given all at once or are they crediting your bill each month? Thanks.

Ed

Exactly (bold above) . . . I never felt I was asking for much, and infact I never once requested month's free or credits etc. All I asked for was what I was originally promised...the receiver I asked for and the install done on the date I was promised.

I don't know how they train their CSRs but I was infuriated when I heared, "What do you want me to do?" or "I am sorry this is the best we can do." Those two comments don't sit well with me when I know that looking at a computer for the NEXT available install date is all they are doing.

FWIW, my install was completed today (my wife was at home for it). I am curious to see how it went. Can't wait to get home!

I hope everything got taken care of and your aggravation is over:yippee: ! I'll keep my fingers crossed for you. Once you get everything installed properly you'll love it, just a damn shame anybody has to go through this b.s.

Ed

BTW, IF the install is messed up when you get home and I sincerely hope its NOT send me a personal email and I may have a way for you to be able to talk to a person at Dish that's actually fluent in English.

The install is finally done! Took over 5 hours. It looks like I am going to need an OTA to pick up TV 20 in HD (for Pistons games). I also need to figure out how to get a phone line to my 722.

The install is finally done! Took over 5 hours. It looks like I am going to need an OTA to pick up TV 20 in HD (for Pistons games). I also need to figure out how to get a phone line to my 722.

:banana: :banana: :banana: Hurray!!! Hope everything's working ok!

"Piston games"..........You're in Michigan? Sorry, I'm not a basketball fan but I'm sure they're on Fox Sports Network-Detroit, channel 430 and SOMETIMES in HD there or channel 380 if you're getting your HD on 129. Yeah, they're in the guide tomorrow night--ch.430, not HD though. I think TV20 is CW in the Detroit area, right? I'm North of Flint and we get CW in our Dish locals and also OTA on ch.46 but they don't broadcast in HD. Hope this helps.

Ed

:banana: :banana: :banana: Hurray!!! Hope everything's working ok!

"Piston games"..........You're in Michigan? Sorry, I'm not a basketball fan but I'm sure they're on Fox Sports Network-Detroit, channel 430 and SOMETIMES in HD there or channel 380 if you're getting your HD on 129. Yeah, they're in the guide tomorrow night--ch.430, not HD though. I think TV20 is CW in the Detroit area, right? I'm North of Flint and we get CW in our Dish locals and also OTA on ch.46 but they don't broadcast in HD. Hope this helps.

Ed

Yeah, the CW carries several games - The CW does broadcast in HD in the Detroit area...hmmm? I want to be able to watch the Boston game on the 19th (also on ESPN) and on 1/5 which will be on the CW and NBA TV (both in HD).

NEver really looked into OTA antanneas and the connection w/ a dual tuner dish. Hopefully its not too complicated.

Thanks for all the support!

OTA antenna is a piece of cake. Just hook up the coax to "antenna in" & scan for channels. I would think if you're in the Greater Detroit area you can probably just get an indoor antenna. I've gotta have a large outdoor one with a rotor and amplifier. That's how I get my locals in HD, Dish doesn't have 'em here.
BTW, you can pick up a wireless phone jack to solve your phone line problem. I used one for years. Only thing is sometimes they don't allow caller ID to show up on your TV through your receiver. That was the case with my sister anyway, dunno why. I never had a problem with mine but then my receiver didn't have the caller ID feature then.
Happy viewing!

Ed

Question:When you received your rebate for the equipment was it given all at once or are they crediting your bill each month? Thanks.

Ed
Getting a $10 credit every month. I didn't realize that until I submitted the rebate paperwork.