I have a couple of dish installers in my area that really don't care about any mandates from E*. They will install/reconfigure, etc. anything you might want.
Dishnetwork MANDADTES Incompetance
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I thought DN wanted to avoid the TC call to a CSR because that holds up the call center and cost too much money. I assumed that dish wanted us to put notes in the econnect pertaining to our call back numbers.
I think the is a local GM-QA thing with the poster and not from DN.
As of 3pm MST still nothing on the retailer website about this matter and got no memo's on this.
I think the is a local GM-QA thing with the poster and not from DN.
As of 3pm MST still nothing on the retailer website about this matter and got no memo's on this.
WHAT?!!!! I gotta tell you , that is the most preposterous thing I hqave read in the area of installations/customer service ever. First off, whoever made this policy is an Idiot. Dish has a policy which holds the installation company directly and solely responsible for thwe work for the first 90 days after the work was completed.I've been doing installs for over three years. I estimate my new installs at somewhere around 2,000. Since day one I've given customers my PERSONAL CELL PHONE NUMBER to ensure that their system is working or it's MY PROBLEM.
If you were a customer would you like to talk to a guy in a cubicle in India who's never physically touched a Dish?
Or would you rather talk to the SAME PERSON who was at your house, did 2000 installs, and speaks English as his first language?
Personally, I would like to have an option. I would like to be able to get ahold of the original tech AND I would like the option of calling the guy in India. Sorry Charlie's customers. No such luck.
Dishnetwork now forbids technicians (in our state at least) from leaving ANY PHONE NUMBERS WHATSOEVER (except the 1-800-333-3474 number) in the customer's house, on the paperwork, in the account notes, or anywhere else. Penalties for violating this policy include WEEKS of suspensions.
I've had customers who've called me AFTER they spent HOURS on the phone with CSRs, and they were ecstatic to finally speak to someone who knew English. Well, thanks to this policy I'll never have to talk to another customer again on the phone (kinda nice actually) and our Trouble Call rating will probably double at least (not so nice).
Lets here it for Customer Dis-Service!!! HIP-HIP-HURRAY!!!
Now, are you employed byDish? Or are you an employee of a DNS contractor?.
I am with a contractor. We leave our company phone number and place a sticker on the main reciver with our company name and number printed on it. I will leave my cell number with customers who I think are courteous, with elderly people and those who are just plain nice people. Obviously I wouldn't want some high maintenence pain the ass to have my number. So I am selective about who gets the number.
In any event, we are encouraged by our company AND the DNSC office to do this . The reason is to cut down on trouble calls. Trouble calls cost us work. Statistically Trouble Calls are weighed most heavily on overall stats. The policy works like a charm.
I find it incredible that you are working under these conditions. Screw that. It's almost like your employer is setting you up for failure. What a way to run a business....BTW it does look like you are a DNS employee..In any event it lloks like contrasctors are going ot be getting hit with Trouble calls from joibs performed by DNSC techs. Oh goody..That is wonderful..Your offices will be getting no opoortunity to correct mistakes. new techs will not get the chance to learn form those mistakes. And while this is not personal, our superivisor files a written report of all the items on every trouble call not ours that are incorrect. For example, If I get a Trouble Call work order and the job isn't grounded, I make a note of it, take photos and we submit that to the GM of the local DNS office and of course, ground the system.
In the event the job is in such a sttae that ity will cost the tech money and serious time, we will not bering it to spec. Wr get the customer back up and running. ANd then we send a report to the DNSC office to have one of their techs go back and complete the job properly. We don't fix these unless they can be done in a reasonable amount of time. We have determined that it is not fair to us to have to fix other people's poor work without compensation for the extra work.
Noting the call letters in your avatar it seems that it is possible that you live in our service area. And it is completely possible that one of my fellow workers techs did your job. Wasn't me. I don't work that area......
ah ha !!!! There is a loohole.. the email says "should not".. That's a suggestion. If it said "may not", that would be a command...
It then goes on to say if you do you get suspension and then fired...
That pretty much says DO NOT do it.
That pretty much says DO NOT do it.
unless there has been a policy change since yesterday, it does not apply to DNSC contractors. And I would have been told about it today.. Even so, we would rebel. And so would the other contractor which is statewide. Hundreds of jobs per day.
Can you post the whole thing so we can see what department and who sent it and to what division?
to dishcomm: I am 100% a subcontractor who does DNSC fulfillment.
Looking at the email again, it is probably a smaller region than I thought. I figured it was state-wide... I'll probably get friggin fired for posting this here... But what the heck.
Looking at the email again, it is probably a smaller region than I thought. I figured it was state-wide... I'll probably get friggin fired for posting this here... But what the heck.
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ha, i'd edit the phone numbers off there
that said, that is freakin retarded... dish is getting worse and worse, glad I am getting out of this line of work
that said, that is freakin retarded... dish is getting worse and worse, glad I am getting out of this line of work
I live in the KC area, and we have techs that travel to iowa and nerbraska. Some of those tech purchase pay by min phones, and of course the word got out. So now they can't leave a number either, PLEASE CSR'S MAKE IT A SERVICE CHANGE OR A SERVICE CALL!!!!!!!!
most of the techs that give out their phone number do not answer the phone when the customer's do call so they end calling the 800 number anywayI've been doing installs for over three years. I estimate my new installs at somewhere around 2,000. Since day one I've given customers my PERSONAL CELL PHONE NUMBER to ensure that their system is working or it's MY PROBLEM.
If you were a customer would you like to talk to a guy in a cubicle in India who's never physically touched a Dish?
Or would you rather talk to the SAME PERSON who was at your house, did 2000 installs, and speaks English as his first language?
Personally, I would like to have an option. I would like to be able to get ahold of the original tech AND I would like the option of calling the guy in India. Sorry Charlie's customers. No such luck.
Dishnetwork now forbids technicians (in our state at least) from leaving ANY PHONE NUMBERS WHATSOEVER (except the 1-800-333-3474 number) in the customer's house, on the paperwork, in the account notes, or anywhere else. Penalties for violating this policy include WEEKS of suspensions.
I've had customers who've called me AFTER they spent HOURS on the phone with CSRs, and they were ecstatic to finally speak to someone who knew English. Well, thanks to this policy I'll never have to talk to another customer again on the phone (kinda nice actually) and our Trouble Call rating will probably double at least (not so nice).
Lets here it for Customer Dis-Service!!! HIP-HIP-HURRAY!!!
I am looking around to get out as well..I am grwoing increasingly frustrated with all the bull crap we have to put up with. Not the customers, not the work itself, but the political, procedural and nit picky crap.
Re read my post mr. observant. You'll note that we leave behind our company phone number as well.
We mock what we do not understand.
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