Audit Department HELL!

[Claude Greiner]

Here are all the notes in my account that I just pulled from CSG. See my comments in bold...

<Account Re-activated again>
05/17/07-16:35 MST ******EVT****** JULIUS||RESTARTED ACCOUNT PENDING FOLLOW UP WITH ORIGINAL INVESTIGATOR.

05/17/07-15:30 MST 3:30 PM (MST) ***ERT***CUSTOMER UPSET THAT HIS ACCOUNT HAS BEEN SHUT OFF AND NOW HE HAS TO GO TO EVT. STATES THEY ARE PLAYING GAMES WITH HIM. UPSET WANTS TO ESCALATE. STATES HE WILL CALL THEM AND CALL BACK.

05/17/07-12:18 MST <SYNC>OUTBOUND BOX SHIPPED (TRK#1Z XXX7277 5353) ON 2007-05-17

05/17/07-12:15 MST <SYNC>OUTBOUND BOX SHIPPED (TRK#1Z 7AR XXX 7277 5335) ON 2007-05-17

05/17/07-11:51 MST <SYNC>RA CREATED 2007-05-17 (RA# 193XXX1). 1 EQUIPMENT ITEMS, LNBF, REMOTE CONTROL EXPECTED TO BE RETURNED.

<Account Disconnected>

05/16/07-09:07 MST *****EVT*******TOM**********|TRIED TO CONTACT CUSTOMER PHONE RANG OVER 12 TIMES NO ANSWER NO ANSWERING MACHINE DISABLED BOTH RECEIVERS ON THE ACCOUNT SINCE THIS CUSTOMER HAS PROMOTIONS ON 2 ACCOUNTS 8255XXXXXX IS THE OTHER ACCOUNT ALL CALLS SHOULD BE REFERRED TO 888 309 0370

IF THIS IDIOT WOULD READ THE NOTES ON THE ACCOUNT HE WOULD HAVE SEEN I ADDED AN ALTERNATE PHONE NUMBER WHICH IS MY CELL PHONE ON 5/15.

05/16/07-07:43 MST @@EP OB WB@@ CUST IS CONNECTED

05/15/07-12:14 MST 12:14 PM (MST) COLLECTION HIT TO ALL CONVERTERS

<ACCOUNT ACTIVATED AGAIN, AFTER I FAXED DOCUMENTATION 2nd TIME>
05/15/07-12:14 MST *****EVT***** JULIUS||ACTIVATED A/O PENDING REVIEW OF DOCUMENTS CUSTOMER FAXED IN.

05/15/07-12:10 MST 12:10 PM (MST) CONVERTERS ACTIVATED ON THIS ACCOUNT: R0082XXXXX,S19XXXXXXXXX0.

05/15/07-12:10 MST 12:10 PM (MST) A/O FEE DISCLOSURES READ AND ACCEPTED

<ADDED MY CELL PHONE, SO THEY CAN CONTACT ME WHILE IM AT WORK>
05/15/07-10:51 MST 10:51 AM (MST) ALTERNATE PHONE NUMBER CHANGED. OLD NUMBER: 0000000000
<FIXED PHYSICAL ADDRESS ON ACCOUNT TO MEET AUDIT TEAMS REQUIREMENTS>
05/15/07-10:51 MST 10:51 AM (MST) PHYSICAL ADDRESS CHANGED. OLD ADDRESS: 23XXXXXX XXXXXX,, SAINT CLAIR SHORES, MI.48XXXX.

<ADDED LAND LINE PHONE TO ACCOUNT SO IT WOULD MATCH THE NUMBER THE RECEIVERS CALLED IN ON>
05/15/07-10:51 MST 10:51 AM (MST) PHONE NUMBER CHANGED. OLD NUMBER: 313XXXXXXX

05/14/07-21:59 MST 9:59 PM (MST) ACI CU KEEPS HAVING EVT ALWAYS TURNING OFF HIS EQUIP AND BELIEVES THEY ARE HARASSING HIM UNNECESSARILY. TRANSFERRED TO SUP. GARY/ERT

<ACCOUNT TURNED OFF AGAIN>
05/14/07-11:28 MST 11:27 AM (MST) CONVERTERS DEACTIVATED ON THIS ACCOUNT: R0082XXXXXX,S19065XXXXX.

<ACCOUNT TURNED BACK ON>
05/13/07-13:29 MST 1:29 PM (MST) CONVERTERS ACTIVATED ON THIS ACCOUNT: R0082XXXXXX,S1906XXXXXX.

05/13/07-13:28 MST 1:28 PM (MST) A/O FEE DISCLOSURES READ AND ACCEPTED
<FAXED IN RENTAL AGREEMENT 1 HOUR LATER>
05/13/07-12:20 MST CST SD THERE IS NO WHERE FOR HIM TO FAX BECAUSE THE COPY PLACE IS CLOSED ADV OF KINKO'S IN GROSSE POINTE, MI ADV THAT THEY ARE OPEN SUN 7:00 AM - 11:00 PM. ADV THAT HE CAN WE ARE OPEN UNTIL 5:00 THIS EVENING AND THAT ONCE PAPER WORK IS RECEIVED THAT SERVICE CAN BE RESTORED.

05/13/07-12:18 MST CIRRISSA ESC CALL CUST IS UPSET THAT WE ARE REQUIRING PROOF OF OWNERSHIP. CST WANTS TO HAVE 2 WEEKS TO GET A COPY OF LEASE AGREEMENTADV THAT IS NOT AN OPTION. ADV THAT HE JUST NEEDED TO FAX DOC TO GET SERVICE RESTORED

<ME COMPLAINING 2nd RECEIVER SHUT DOWN>
05/12/07-17:03 MST 6:03 PM (CST) CCI...NOT GETTING SERVICE ON 2ND REC...EVT BLOCK ON EQUIP TAB...ADV TO CALL EVT

<INITIAL SHUT DOWN OF 2nd RECEIVER>
05/10/07-13:13 MST 1:13 PM (MST) CONVERTERS DEACTIVATED ON THIS ACCOUNT: R0082XXXXX,S19065XXXXX.

05/10/07-13:12 MST CUST NO LONGER ELIGIBLE FOR Q12006_100BACK CREDITS DUE TO DOWNGRADE QUAL. PROG.

05/10/07-13:11 MST *********EVT*******TOM*******|******SPECIAL PROJECT IN DAIR DOM O**********|READ NOTE IN DAIR BEFORE PROCEEDING WITH THIS ACCOUNT

05/10/07-13:11 MST ***EVT*** TOM****|DAIR PROJECT: DOM O |CONTACTED CUSTOMER REGARDING ACCOUNT||ADVISE CUSTOMER TO CALL (888)-309-0370||PLEASE HANDLE ALL CUSTOMER SERVICE ISSUES AS NORMAL

05/07/07-12:09 MST Q305 DHPP CUST: CREDIT 8 OF 18 APPLIED $5.99

05/07/07-11:04 MST 100 BACK CREDIT

05/07/07-09:51 MST HD 100 BACK CREDIT

04/15/07-18:11 MST 6:11 PM (MST) PHONE NUMBER CHANGED. OLD NUMBER: 313XXXXXXX

04/15/07-18:09 MST 6:10 PM (MST) A/O FEE DISCLOSURES READ AND ACCEPTED

04/15/07-18:08 MST 6:08 PM (MST) CLAUDE CI TO ADD RCVR //MELISSA//COMM.

04/07/07-12:14 MST 100 BACK CREDIT

04/07/07-11:45 MST Q305 DHPP CUST: CREDIT 7 OF 18 APPLIED $5.99

04/07/07-09:21 MST HD 100 BACK CREDIT

04/04/07-20:39 MST 9:39 PM (CST) CLAUDE CI TO ADD ON MULTI REGIONAL SPORTS PKG

03/07/07-12:48 MST Q305 DHPP CUST: CREDIT 6 OF 18 APPLIED $5.99

03/07/07-12:02 MST 100 BACK CREDIT

03/07/07-09:30 MST HD 100 BACK CREDIT

03/01/07-04:45 MST CUST ENROLLED AS CLUBDISH MEMBER W/REFERRAL OF (XXXXXXXX) WITH CERT# (CDF3647XXXXX) CUST MEMBER ID IS (9814XXXXX) CUST WILL GET $5 MONTHLY CRED ON BILL AND CLUBDISH BENEFITS WITHIN 8-10 WKS AND CONTINUE FOR 12 CONSECUTIVE MONTHS. FOR ?' S, CALL 1-888-920-GIFT.

02/16/07-23:06 MST 1:06 AM (EST) ACCOUNT SET UP FOR CCA FOR CREDIT CARD: 0054 .

 

[technoguy]

Here are all the notes in my account that I just pulled from CSG. See my comments in bold...

<Account Re-activated again>
05/17/07-16:35 MST ******EVT****** JULIUS||RESTARTED ACCOUNT PENDING FOLLOW UP WITH ORIGINAL INVESTIGATOR.

05/17/07-15:30 MST 3:30 PM (MST) ***ERT***CUSTOMER UPSET THAT HIS ACCOUNT HAS BEEN SHUT OFF AND NOW HE HAS TO GO TO EVT. STATES THEY ARE PLAYING GAMES WITH HIM. UPSET WANTS TO ESCALATE. STATES HE WILL CALL THEM AND CALL BACK.

05/17/07-12:18 MST <SYNC>OUTBOUND BOX SHIPPED (TRK#1Z XXX7277 5353) ON 2007-05-17

05/17/07-12:15 MST <SYNC>OUTBOUND BOX SHIPPED (TRK#1Z 7AR XXX 7277 5335) ON 2007-05-17

05/17/07-11:51 MST <SYNC>RA CREATED 2007-05-17 (RA# 193XXX1). 1 EQUIPMENT ITEMS, LNBF, REMOTE CONTROL EXPECTED TO BE RETURNED.

<Account Disconnected>

05/16/07-09:07 MST *****EVT*******TOM**********|TRIED TO CONTACT CUSTOMER PHONE RANG OVER 12 TIMES NO ANSWER NO ANSWERING MACHINE DISABLED BOTH RECEIVERS ON THE ACCOUNT SINCE THIS CUSTOMER HAS PROMOTIONS ON 2 ACCOUNTS 8255XXXXXX IS THE OTHER ACCOUNT ALL CALLS SHOULD BE REFERRED TO 888 309 0370

IF THIS IDIOT WOULD READ THE NOTES ON THE ACCOUNT HE WOULD HAVE SEEN I ADDED AN ALTERNATE PHONE NUMBER WHICH IS MY CELL PHONE ON 5/15.

05/16/07-07:43 MST @@EP OB WB@@ CUST IS CONNECTED

05/15/07-12:14 MST 12:14 PM (MST) COLLECTION HIT TO ALL CONVERTERS

<ACCOUNT ACTIVATED AGAIN, AFTER I FAXED DOCUMENTATION 2nd TIME>
05/15/07-12:14 MST *****EVT***** JULIUS||ACTIVATED A/O PENDING REVIEW OF DOCUMENTS CUSTOMER FAXED IN.

05/15/07-12:10 MST 12:10 PM (MST) CONVERTERS ACTIVATED ON THIS ACCOUNT: R0082XXXXX,S19XXXXXXXXX0.

05/15/07-12:10 MST 12:10 PM (MST) A/O FEE DISCLOSURES READ AND ACCEPTED

<ADDED MY CELL PHONE, SO THEY CAN CONTACT ME WHILE IM AT WORK>
05/15/07-10:51 MST 10:51 AM (MST) ALTERNATE PHONE NUMBER CHANGED. OLD NUMBER: 0000000000
<FIXED PHYSICAL ADDRESS ON ACCOUNT TO MEET AUDIT TEAMS REQUIREMENTS>
05/15/07-10:51 MST 10:51 AM (MST) PHYSICAL ADDRESS CHANGED. OLD ADDRESS: 23XXXXXX XXXXXX,, SAINT CLAIR SHORES, MI.48XXXX.

<ADDED LAND LINE PHONE TO ACCOUNT SO IT WOULD MATCH THE NUMBER THE RECEIVERS CALLED IN ON>
05/15/07-10:51 MST 10:51 AM (MST) PHONE NUMBER CHANGED. OLD NUMBER: 313XXXXXXX

05/14/07-21:59 MST 9:59 PM (MST) ACI CU KEEPS HAVING EVT ALWAYS TURNING OFF HIS EQUIP AND BELIEVES THEY ARE HARASSING HIM UNNECESSARILY. TRANSFERRED TO SUP. GARY/ERT

<ACCOUNT TURNED OFF AGAIN>
05/14/07-11:28 MST 11:27 AM (MST) CONVERTERS DEACTIVATED ON THIS ACCOUNT: R0082XXXXXX,S19065XXXXX.

<ACCOUNT TURNED BACK ON>
05/13/07-13:29 MST 1:29 PM (MST) CONVERTERS ACTIVATED ON THIS ACCOUNT: R0082XXXXXX,S1906XXXXXX.

05/13/07-13:28 MST 1:28 PM (MST) A/O FEE DISCLOSURES READ AND ACCEPTED
<FAXED IN RENTAL AGREEMENT 1 HOUR LATER>
05/13/07-12:20 MST CST SD THERE IS NO WHERE FOR HIM TO FAX BECAUSE THE COPY PLACE IS CLOSED ADV OF KINKO'S IN GROSSE POINTE, MI ADV THAT THEY ARE OPEN SUN 7:00 AM - 11:00 PM. ADV THAT HE CAN WE ARE OPEN UNTIL 5:00 THIS EVENING AND THAT ONCE PAPER WORK IS RECEIVED THAT SERVICE CAN BE RESTORED.

05/13/07-12:18 MST CIRRISSA ESC CALL CUST IS UPSET THAT WE ARE REQUIRING PROOF OF OWNERSHIP. CST WANTS TO HAVE 2 WEEKS TO GET A COPY OF LEASE AGREEMENTADV THAT IS NOT AN OPTION. ADV THAT HE JUST NEEDED TO FAX DOC TO GET SERVICE RESTORED

<ME COMPLAINING 2nd RECEIVER SHUT DOWN>
05/12/07-17:03 MST 6:03 PM (CST) CCI...NOT GETTING SERVICE ON 2ND REC...EVT BLOCK ON EQUIP TAB...ADV TO CALL EVT

<INITIAL SHUT DOWN OF 2nd RECEIVER>
05/10/07-13:13 MST 1:13 PM (MST) CONVERTERS DEACTIVATED ON THIS ACCOUNT: R0082XXXXX,S19065XXXXX.

05/10/07-13:12 MST CUST NO LONGER ELIGIBLE FOR Q12006_100BACK CREDITS DUE TO DOWNGRADE QUAL. PROG.

05/10/07-13:11 MST *********EVT*******TOM*******|******SPECIAL PROJECT IN DAIR DOM O**********|READ NOTE IN DAIR BEFORE PROCEEDING WITH THIS ACCOUNT

05/10/07-13:11 MST ***EVT*** TOM****|DAIR PROJECT: DOM O |CONTACTED CUSTOMER REGARDING ACCOUNT||ADVISE CUSTOMER TO CALL (888)-309-0370||PLEASE HANDLE ALL CUSTOMER SERVICE ISSUES AS NORMAL

05/07/07-12:09 MST Q305 DHPP CUST: CREDIT 8 OF 18 APPLIED $5.99

05/07/07-11:04 MST 100 BACK CREDIT

05/07/07-09:51 MST HD 100 BACK CREDIT

04/15/07-18:11 MST 6:11 PM (MST) PHONE NUMBER CHANGED. OLD NUMBER: 313XXXXXXX

04/15/07-18:09 MST 6:10 PM (MST) A/O FEE DISCLOSURES READ AND ACCEPTED

04/15/07-18:08 MST 6:08 PM (MST) CLAUDE CI TO ADD RCVR //MELISSA//COMM.

04/07/07-12:14 MST 100 BACK CREDIT

04/07/07-11:45 MST Q305 DHPP CUST: CREDIT 7 OF 18 APPLIED $5.99

04/07/07-09:21 MST HD 100 BACK CREDIT

04/04/07-20:39 MST 9:39 PM (CST) CLAUDE CI TO ADD ON MULTI REGIONAL SPORTS PKG

03/07/07-12:48 MST Q305 DHPP CUST: CREDIT 6 OF 18 APPLIED $5.99

03/07/07-12:02 MST 100 BACK CREDIT

03/07/07-09:30 MST HD 100 BACK CREDIT

03/01/07-04:45 MST CUST ENROLLED AS CLUBDISH MEMBER W/REFERRAL OF (XXXXXXXX) WITH CERT# (CDF3647XXXXX) CUST MEMBER ID IS (9814XXXXX) CUST WILL GET $5 MONTHLY CRED ON BILL AND CLUBDISH BENEFITS WITHIN 8-10 WKS AND CONTINUE FOR 12 CONSECUTIVE MONTHS. FOR ?' S, CALL 1-888-920-GIFT.

02/16/07-23:06 MST 1:06 AM (EST) ACCOUNT SET UP FOR CCA FOR CREDIT CARD: 0054 .

Claude.Do they know that you are a retailer?

 

[Dishpointer]

Claude I think it's time to turn up the heat on these A**holes! I would send one last email to the CEO address and tell them that you have these harassing calls on tape and your next stop is the news. This kind of crap is uncalled for. I know if they ever treat me rudely, I am gone along with 4 other customers.

 

[yellowcanary73]

Absolutely, I didn't say anything about not being able to speak one's mind. I just don't see how it's productive to blame DISH for everything that goes wrong. Especially when they make it so easy for customers/retailers.

Do You work for Dish

 

[Van]

As I said earlier, it would appear that the audit department answers to NO ONE.

One really has to wonder why they really care about Claude that much and are giving him this hassle .... unless we don't know the complete story.

Reading his account notes ( never read one yet where the csr could spell ) they definitely dont answer to anyone including the executive office. Ive heard before in the past that they are a seperate company and have also heard that they are a seperate company within echostar or like the asset protection department within walmart that only answers to its own management and the head guy and no one else at any location they are at.

Claude you really should contact fox2 news and wdiv 4 news, it would be great to have them in the halllll of shame wouldnt it? Take a look through youtube and you will find a few news clips about harrasing calls from dish. You might want to head up to the Auburn Hills office and talk to Mark ( will send you the full name ) the regional manager about this as well and be sure to tell him about not only you and your parents audit but the customers as well. Marks been with Dish for atleast 8 years if not 9.

 

[Claude Greiner]

Im not about to go to the news with this. As one of the largest Independant DISH Network retailers in Michigan, its going to hurt my business in accuiring new customers if a story like this where to get on the local news.

This is no more than a ego thing with our friend Tom at the Equipment Verification Team. The problem is that Tom thinks he is the DISH Network GOD, and nobody knows more about DISH Network than he does.

His problem with me is simply the fact that im smarter than him, and everytime he finds a way to shut me down, I figure out how to fix the situation and I get my account turned back on the very next morning.

I think he honestly thinks Im doing something illegal with my account (Which im not), and its pissing him off that everytime he thinks he proved it, I provide the necessary documentation to get my account turned back on.

Its like today, the only reason left for me to find to turn me off is promotional fraud for having 2 accounts in the same name.

Both me and my father have the same name, so my father has one account and I have the other with different SSN's on both accounts!

Solution here was to fax in a copy of me and my fathers drivers license.

 

[dfergie]

Still this is above and beyond customer abuse...

 

[chrisb83]

Go to the Better Business Bureau. I did and they actually got back to me via e-mail and said that they contacted the audit team and E* and it will go on the BBB records. I'm sure if they get more complaints the BBB will drop the hammer. For what it's worth the BBB is a big thing for a company like E*. Next time I'm all so going to the News. I feel your pain brother. The audit team sucks. Get this, I actually had to turn on the volume on my TV so they made sure the receiver numbers I gave them were on a separate TV, and run up and down stairs turning the volume up and down! LAME!!

 

[Peter Iowa]

Some people in the public just don't get how screwed up this company and Charlie are. Why should a satellite tv, high-tech company, know how to deal with advanced
technological CELL phones ?

 

[Slamminc11]

...This is no more than a ego thing with our friend Tom at the Equipment Verification Team. The problem is that Tom thinks he is the DISH Network GOD, and nobody knows more about DISH Network than he does.

His problem with me is simply the fact that im smarter than him, and everytime he finds a way to shut me down, I figure out how to fix the situation and I get my account turned back on the very next morning...

Are you sure you aren't talking to James Long by mistake??? That sure sounds like him to me!
(Those of you in the Pub know of whom I speak!)

 

[Hall]

You don't have to belong to the pub to know that name....

 

[Scott Greczkowski]

We dont actually call him that in the pub.

It's usually something worse then that.

 

[mike123abc]

I hope you continue to persue this problem beyond just getting it resolved. Obviously there needs to be proceedure modifications in the audit department. Turning off the signal over and over would drive any normal customer to the competition. This needs to be fixed at Dish.

 

[Claude Greiner]

I called them first thing this morning, the guy investigating my account was busy, but did call me back and appologize and said everything is ok now.

So as far as I know its over!

 

[lakebum431]

Although it is over for Claude (we hope), I honestly think this needs to be brought to the attention of Charlie at some point. This whole group is absurd. Scott, please talk to him about this if you get a chance.

 

[Van]

Im surprised in all honesty that this issue has not made it to some state office or tv station like the cold calls have in several states.

 

[Zero327]

I called them first thing this morning, the guy investigating my account was busy, but did call me back and appologize and said everything is ok now.

So as far as I know its over!

I'm surprised they're so quick to flip a $2,000 account but meh.

 

[AllieVi]

...Both me and my father have the same name, so my father has one account and I have the other with different SSN's on both accounts!

Solution here was to fax in a copy of me and my fathers drivers license.

If this Tom guy is as disreputable as you suspect, you should be checking your credit report for identity theft or other unusual items...

 

[gadgtfreek]

Just read this whole thing. What a frackin nightmare. Wonder how much money E* would save in the long run by shutting this wasteful dept down and actually fixing their security.

 

[nsafreak]

Not going to inject any opinion on what's going on here but let's look at this department business wise. The department would not have been created if there wasn't a problem that existed that needed to be fixed. For that matter the department probably wouldn't be around if it wasn't saving Dish more money than it was costing them.