Dish Programming Changes (Effective August 1st)

[Rangers484]

Has anyone noticed that every time you talk to a Dish CS Rep now they are overly polite, apologetic, etc. to the point where it seems robotic and insincere? I was on the phone with them for a while today while they activated my replacement ViP722. (Had video jitters / dropped frames due to what they claim was a hard drive issue). The CS rep was a nice lady from the Phillipines, and I wish I had a dollar for every time I heard the word 'apologize'. I felt like saying to her 'I apologize, but there is no need to apologize to me'. And I could have added 'I apologize if its inconvenient for you to stop apologizing every other sentence.'

I have been a Dish customer for 12 years. When I called them back in the 90's it was normal conversation, and the CS reps were well trained, helpful, and informed. They didn't apologize every other sentence and had no reason to -- service was great

Seems to me its pretty complex now and the company policy depends on who you talk to. I really miss the good old days.

I noticed the "apologetic" mentality a few weeks ago when I had a problem with my 722. It is obvious they brought in a consultant with a Call Center script they are to follow. Apologizing for problems, asking for permission to put you on hold, apologizing for putting you on hold, commiserating with you about how frustrating this must be, using the customers name every opportunity, etc....

We do some of this at my employer as well. What is funny is that when I get complaints I get the "they were rude" comments and "they were condescending" comments using the same scripts.



The problem with the script is the CSR is no longer listening to the customer and is throwing out the canned responses which also pisses off the customer.

[KAB]

Has anyone noticed that every time you talk to a Dish CS Rep now they are overly polite, apologetic, etc. to the point where it seems robotic and insincere? I was on the phone with them for a while today while they activated my replacement ViP722. (Had video jitters / dropped frames due to what they claim was a hard drive issue). The CS rep was a nice lady from the Phillipines, and I wish I had a dollar for every time I heard the word 'apologize'. I felt like saying to her 'I apologize, but there is no need to apologize to me'. And I could have added 'I apologize if its inconvenient for you to stop apologizing every other sentence.'

I have been a Dish customer for 12 years. When I called them back in the 90's it was normal conversation, and the CS reps were well trained, helpful, and informed. They didn't apologize every other sentence and had no reason to -- service was great

Seems to me its pretty complex now and the company policy depends on who you talk to. I really miss the good old days.

Now I have a ViP 722 and America's Everything Pack + HD Gold. If I do nothing, will I automatically get Platinum free on August 5th? Or will the millions of HD subscribers like me have to do it one at a time?

Thanks for letting us know you prefer rudeness. We'll try to oblige.

[andyin137]

For those with TurboGold.... I just upgraded to the Platinum package for free!

I went online to add To my Turbo Gold and they couldnt/Wouldnt do it.Either CSR didnt know how to overide system or just didnt know how.If he was honest he said they will note my account and add if possible ,Soon.
I will try another Chat later today if not added.

[MikeD-C05]

Need reports on if people are losing the bundle discount with Gold Bonus Pack if requesting HD + Platinum.

Yes you will lose any bundled discount you had before if you change to Hd + platinum. This was my bill before the change :

57.99 Classic silver with dvr advantage for 57.99
31.00 3 Premiums: Hbo/gold hd/Top250bonus
00.00 1 cent Cinemax
--------------------------
88.99
07.00 additional receiver
--------------------------
95.99
03.00 - Dvr credit
10.00 - Loyalty discount credit
----------------------------
$82.99 before tax

Now my bill is:

67.99 Classic Gold WITH DVR
15.99 HBO
00.00 1 cent Cinemax
10.00 Hd + Platinum pack
------------------------------
93.98
07.00 additional receiver
-------------------------------
100.98
03.00 -dvr credit
10.00 - Loyalty discount credit
----------------------------------
$ 87.98 before tax.


So I now pay 4.99 more than before without the bundling discounts we had with the metallic hd packs. You can still bundle Premium movie packs , but they don't count the metallic hd pack or top 250 bonus pack as a premium any longer, if you change from metallic hd packs to HD + platinum pack.

[hclarkjr]

just got them added also via online chat, must say it was very easy to do -

Please wait while we find a representative to assist you. In order to ensure we are providing you with the highest level of customer satisfaction, this conversation will be recorded.
You have been connected to (24DrDepT) Miguel F. DRF.
(24DrDepT) Miguel F. DRF: Thank you for being a valued DISH Network customer, my name is Miguel Operator ID DRF. I will be happy to assist you today. Please give me 2-3 minutes to access your account and review the information you have already provided.
(24DrDepT) Miguel F. DRF: For account security purposes, can you please verify the account number, name on the account, and the full address?
harry clark: edited out
harry clark: edited out
(24DrDepT) Miguel F. DRF: I'd like to take a moment to confirm we have your current e-mail address; we have Oldemail@address.com, is this still a valid e-mail address?
harry clark: no, my new address is newemail@address.comt i thought i updated that?
harry clark: if not oops
(24DrDepT) Miguel F. DRF: Thank you.
(24DrDepT) Miguel F. DRF: I'd be happy to assist you with that.
(24DrDepT) Miguel F. DRF: Okay, the change will take effect in 5-10 minutes, the monthly rate will remain the same.
(24DrDepT) Miguel F. DRF: It was a pleasure assisting you, do you have any more questions for me?
harry clark: no, thank you for adding them for me, have a nice day
(24DrDepT) Miguel F. DRF: Thank you for chatting with Tier 2 Technical Support. Have a great day.

[hclarkjr]

just checked and they are already turned on too

[hclarkjr]

i made sure i saved the chat though in case they start billing me for it

[cjsiv]

I dumped my turbo bronze pack and returned to classic silver w/hd. I had just switched to turbo hd about 3 months ago. Just lost too much of the kids programming and the wife was going through fox news withdrawl. Online chat with csr was great and they threw in cinemax for a penny since I already did autopay (thought this was only for new subs as they never offered online in the promotion section of my account.) I am very happy now.

[thamac]

Just chatted with Linda R. and she got me hooked up right away......

She was quite the chatter....

Please wait while we find a representative to assist you...
You have been connected to (24DrDcb) Linda R. GOQ.
(24DrDcb) Linda R. GOQ: Thank you for being a valued DISH Network customer, my name is Linda, Operator GOQ, in Advanced Technical Support. I will be happy to assist you today. Please give me 2-3 minutes to access your account and review the information you have already provided.
(24DrDcb) Linda R. GOQ: Good morning, David, I hope that you are well, today! For account security purposes, can you please verify the full name and full address with zip code, and the e-mail that is on the account?
david gable: david gable 5180 tan street jacksonville fl 32258 dgable01@gmail.com
(24DrDcb) Linda R. GOQ: Thank you very much, David! Do you have a technical issue with which I may assist you?
david gable: I recently was informed that HD Platinum is now included with some packages at no extra cost. Does my package qualify for this?
(24DrDcb) Linda R. GOQ: Yes, I believe I can add that on, without increasing your bill! Let me try it and see. (If it would try to charge, I'll remove it, and find out why it's charging.)
david gable: ok
(24DrDcb) Linda R. GOQ: How is the weather in Florida, today?
david gable: looks nice so far...we have been getting a lot of rain
david gable: and hows it where you are
(24DrDcb) Linda R. GOQ: It's raining--------again. I shouldn't complain, Virginia has been an a drought for several years, but I'm beginning to feel mildewed!
david gable: I know...and we are approaching hurricane season
(24DrDcb) Linda R. GOQ: Yes, and that is always bad in Florida!
(24DrDcb) Linda R. GOQ: I have a cousin in Port St. Lucie who was in the path of 2 hurricanes in the same season!
(24DrDcb) Linda R. GOQ: And more relatives in Miami and Ft. Lauderdale.
(24DrDcb) Linda R. GOQ: I worry about them in the hurricanes, and they don't understand how I drive safely in the snow!
(24DrDcb) Linda R. GOQ: So I guess it works out!
(24DrDcb) Linda R. GOQ: Are you with your TV, right now?
david gable: we have been pretty lucky here with hurricanes....hope that continues
david gable: yes i am
(24DrDcb) Linda R. GOQ: I wish you lots of luck!
(24DrDcb) Linda R. GOQ: Please turn to channel 387.
david gable: 387 is on
(24DrDcb) Linda R. GOQ: Terrific!
(24DrDcb) Linda R. GOQ: That Crime and Investigation HD, and is part of the Platinum pack.
david gable: so I was correct
(24DrDcb) Linda R. GOQ: You now have a HD Gold/Platinum, at not additional charge!
david gable: awesome
(24DrDcb) Linda R. GOQ: Do you like sports?
david gable: yes i do
(24DrDcb) Linda R. GOQ: 402 is NBA HD and NHLN HD is 9540 (No 3-digit number for it)
david gable: great
(24DrDcb) Linda R. GOQ: And then there's World Fishing Network HD on 394, if you are a fisherman!
david gable: I love to fish when I can
david gable: watching it now
(24DrDcb) Linda R. GOQ: And 361, "MAVTV HD" is to men, what 'Lifetime' is to women!
(24DrDcb) Linda R. GOQ: So you may also enjoy it.
david gable: will do....i had 1 more question
(24DrDcb) Linda R. GOQ: Now, LOGO on 373, is aimed at persons with an alternate lifestyle, if you want to make sure it's blocked, I can help you with that.
david gable: can you tell me when my hbo/showtime promo expires?
(24DrDcb) Linda R. GOQ: Certainly!
david gable: 373 not for me....lol!
(24DrDcb) Linda R. GOQ: I understand that it isn't for most people, so I point out that it can be locked out, if you like!
(24DrDcb) Linda R. GOQ: The HBO/Showtime promotion will end on September 26th.
(24DrDcb) Linda R. GOQ: That is the day that you would begin to be charged $22 a month for the package.
(24DrDcb) Linda R. GOQ: Or it is the day to call and drop them.
david gable: okay thats good...I appreciate the help
(24DrDcb) Linda R. GOQ: If you are near a calendar and you don't want to keep it, I suggest writing "Call Dish: Drop Movies!" on 9/26!
david gable: okay will do
(24DrDcb) Linda R. GOQ: It has been a pleasure working with you, Dennis. Have I handled everything to your satisfaction?
david gable: yes you have but who is Dennis?
(24DrDcb) Linda R. GOQ: I'm sorry, I meant to type 'David', I don't think my fingers have woken up, yet!
david gable: Just messin with you.....you have been a great help Linda
(24DrDcb) Linda R. GOQ: I'm happy to hear that I helped you. Thank you for choosing Dishnetwork, please remember that we are available 24/7/365, to help you with any problem, and have a great day!
david gable: you too. goodbye
(24DrDcb) Linda R. GOQ: Good bye, and don't blow away, this season!

[dweber]

I called Dish to ask about eliminating the additional $10 for Platinum from my bill. She was unable to do that with my current HD package. I currently have AEP + Gold HD + Platinum HD + Dish Home Protection.

She instead gave me a $10 credit for 1 year so the result will be the same.