Incompetence at its finest.

[JohnTomFerg]

Admittedly this is a Rant, but hopefully there is enough spice and humor in it that the read is worth it.

So I just physically moved to Pasadena, schedule the installer in advance to be here Wednesday morning (I flew in on tuesday) to put a tripod setup on the balcony of the apartment we will be temporarily letting for many moons.

I get the usual 'wide-butt' window of 8-12AM. :up

Wife explains to them when she called it in (she was in Calif weeks prior to our flight back) that the apartment is gated and they will either need to come through the office or phone her direct, or use the security keypad, so she can buzz them in.

Well Wednesday 8-12am comes and goes, about 12:40 I call up Dish. And for all those people out there that love it when you get someone that can barely speak english... well here it was... I swear the lady was having to mute the phone so some one could tell her how to prounce the words on her prompt screen.

I explained the situation. And she then put me on hold to contact the 'dispatch office' She did this twice, and both times could not contact the 'installer' (surprise surprise).

But amazingly there was a 'note' on the action saying the installer had been there and had waited for 15 minutes outside of the building. Oh, the building was described by color... something like pale brown (I bet you don't seem many of them in Pasadena... ). Both numbers we had given for both the apartment key pad, front desk, and to the dish network rep in advance were cell phones. Let's just say you don't lose cell reception where I am in pasadena, there were no 'missed calls' no mesgs and no notes on the door or from the front desk.

Well since 'Barely can speak English' Lady 1 couldn't get in contact with the installer after 2 attempts and 20 minutes, I was then informed I would need to call back 'after some time' and have them try to contact the installer again.

To which I replied - you can't call me when you get ahold of the installer...?

<paraphrased for the sake of all english speaking people's sanity>: "I'm afraid that this is an inbound call center and we can not call you back"

So I waited and hour and call back and got 'I can speak English better than the last girl, but there are still words and key phrases I have not heard' Lady 2.

I explain to Lady 2 what had transpired with Lady 1. Lady 2 also cannot reach the installer and want to know if I would be willing to reschedule the appointment.

Now, I know that I'm not dealing with Rocket Scientists here, but if my appointment was at 8-12am, and it is now almost 2pm - do you think I might need to reschedule the appointment since no one showed up?! 2+2=4

So my response is "well I don't really have a choice now do I?"

Of course, being the skilled person she was, she was not familiar with what this phrase means - so she now tries to actually get me to answer with a yes or no.

I've wasted my day, so why not waste a little of someone else's time too. So I repeat the same answer, until I am content and finally say 'yes, TOMORROW would be GREAT_!'

Oh but wait, this is my misconception. Apparently, when someone puts a note that says they showed up and stood outside a light brown building for 15 minutes and didn't do anything that they were supposed to do in order to gain access to that building - that means that the next available install date is not till next Tuesday. Right, I see that now in my Bend-over-and-take-it-mathics book, it is under the "screw you sucker section" right before the section on 'why do you bother?'

So I reel on her a bit for not being able to get me an install date any earlier for the reasons just stated. And return to 'I don't have a much of choice now do I?' when we finally start getting to having to accept next Tuesday from 8-12am.

I re-emphasize the need for note that the installer must actually follow directions and contact us or physciall get his/her butt into the front office to gain admittance... but who is to say it is going to matter? The other things is that I can't believe that in the greater Los Angeles area that there is such a rush on Dish Network Installers that they can't find one before Tuesday. This guy that failed on his first attempt apparently gained X amount of time by not doing mine - so where did that time go?

blah blah blah...rant rant rant....

 

[bhelms]

Tks for the chuckle Tom, and I can indeed commiserate. I see the whole problem, tho'. You stated above that the time slot was 8-12AM. Of course that latter time would be midnight (noon = 12PM) so no-doubt the installer showed up while you were sleeping...

Hope the next date goes better for you, but you might want to confirm the actual time of day...!

 

[JohnTomFerg]

Tks for the chuckle Tom, and I can indeed commiserate. I see the whole problem, tho'. You stated above that the time slot was 8-12AM. Of course that latter time would be midnight (noon = 12PM) so no-doubt the installer showed up while you were sleeping...

Hope the next date goes better for you, but you might want to confirm the actual time of day...!

LOL yes the 12AM would be better served as 'NOON' but you get the point.

 

[SmityWhity]

Lady 1 couldn't get in contact with the installer after 2 attempts and 20 minutes, I was then informed I would need to call back 'after some time' and have them try to contact the installer again.

To which I replied - you can't call me when you get ahold of the installer...?

Lady 1 said, "I'm afraid that this is an inbound call center and we can not call you back"

So I waited and hour and call back and I explain to Lady 2 what had transpired with Lady 1.

Lady 2 also cannot reach the installer and want to know if I would be willing to reschedule the appointment.

Now if they are an "inbound only" call center, then they can not call the contractors and sub-contractors, and possibly don't even have a direct line to the Americano Dispatchse Official either.

So, I wonder if that is part of the "tell them anything to make them happy" script, to imply that they had tried to contact the tech, but couldn't; but your call and problem is important to us?

 

[Jared Twomey]

see, and this is why i call local retailers... i can actually go down to the store and yell at them personally if they screw up

 

[bhelms]

I do everything through the Tech Support group. I believe they're still all on shore. Regardless, they have never directed me to a different department and have always answered all my questions including the nontechnical ones.

 

[mdonnelly]

I do everything through the Tech Support group. I believe they're still all on shore. Regardless, they have never directed me to a different department and have always answered all my questions including the nontechnical ones.

Same here. But I don't abuse them either. Last time I called was to upgrade to the 211 a year ago.

 

[Need]

Is the installer coming out from the Long Beach center? If so, they are horrible over there. I was scheduled to install the 622, but the installer never came. I took that day off work too. Since I had a previous installation done, I got the local center number at Long Beach. I kept callinig and calling the dispatch office in Long Beach, but no one would even pick up the phone. I kept leaving message on voicemail but no one ever called back. I finally ended up calling Dish Tech support and even they could not get hold of the call center. They just re-scheduled me for another day.

If you are at Pasadena, I think you got Long Beach center too. I think they covered the greater Los Angeles area.

 

[JohnTomFerg]

Is the installer coming out from the Long Beach center? If so, they are horrible over there. I was scheduled to install the 622, but the installer never came. I took that day off work too. Since I had a previous installation done, I got the local center number at Long Beach. I kept callinig and calling the dispatch office in Long Beach, but no one would even pick up the phone. I kept leaving message on voicemail but no one ever called back. I finally ended up calling Dish Tech support and even they could not get hold of the call center. They just re-scheduled me for another day.

If you are at Pasadena, I think you got Long Beach center too. I think they covered the greater Los Angeles area.

Yeah_ for me...

Anyone have a tripod mounted dish with LNBs and a switch configured for a 622 I can buy?

 

[moltomateo]

Now if they are an "inbound only" call center, then they can not call the contractors and sub-contractors, and possibly don't even have a direct line to the Americano Dispatchse Official either.

So, I wonder if that is part of the "tell them anything to make them happy" script, to imply that they had tried to contact the tech, but couldn't; but your call and problem is important to us?

You seem to have a perfect grasp on how call centers work! Oh smity, let me correct some of your thinking:

1) it is an inbound call center, most are. in other words, we don't call back, it is a one call resolution type deal, we don't call out after the customer gets off the phone, continuing to work on that one customer's issue. may be effed up but thats the way it is. not the agents choice.

2) it is not a script or excuse, it is reality. i have wanted to call customers back many times to check up on them but I cant.

3) there are very few scripts. we certainly don't say anything to make you happy. there are knowledgeable agents, and not so knowledgeable, it is not a universal experience.

Furthermore, the installer's phone system in some parts of cali is terrible. Is terrible in a lot of areas actually, we cant get through to them. We can call supervisors, and managers but if they don't pick up the phone it isn't our fault. But I am sure you already knew that.

 

[moltomateo]

:JohnTom

"**I explained the situation. And she then put me on hold to contact the 'dispatch office' She did this twice, and both times could not contact the 'installer' (surprise surprise).**"

We actually do try to contact the dispatch. We can go so far as to call managers and supervisors direct lines and cell numbers. The phone system for dispatch is terrible in many places, especially CA. If they don't pick up the phone it isn't Lady 1's fault.

Secondly, how is that "surprise surprise"? Do you expect poor customer service everywhere you go and then jump on it when it happens? Never mind, your topic and subsequent post is the answer to that question...

 

[SmityWhity]

I agree with you, I was mainly just adding a little more humor to the OP.

I have talked with "call centers" in the past that said "they had no capability to dial out - to anywhere". So hopefully this overseas place has the capability to connect with certain Stateside locations. Of course, if a company outsources to the otherside of the world, it needs to have controls to ensure there are no abuse of costly telephone calls, particularly private calls.

You may not tell someone something, both some will tell people anything to get them off the phone and not have to open a trouble ticket. Some at Mama Bell would attempt to do this, especially if it was raining and they new the circuit would clear up in a few hours. And yes, I would have to agree that some is a small percentage.

1) it is an inbound call center, most are. in other words, we don't call back, it is a one call resolution type deal, we don't call out after the customer gets off the phone, continuing to work on that one customer's issue. may be effed up but thats the way it is. not the agents choice.

So basically, the only options are, call CSR, say no one showed up, get a new appointment, and .

 

[downriver]

I called tech support today regarding the ongoing PNW D1000 problems. They are allegedly sending someone out Sunday to install (at no charge) a separate dish for 129.

PNW'rs take note!!!

 

[cj9788]

If you want it bad enough then make an effort to be waiting outside for the installer. If you know he is not going to follow the instructions what choice do you have? You can rant and rant about cs but you can not escape the fact that you are the one who wants the service. If E* is not living up to your expectations and you can not seem to get anything but greif from the csr's then maybe just maybe you made the wrong choice with E*.

 

[JeremyL]

If you want it bad enough then make an effort to be waiting outside for the installer. If you know he is not going to follow the instructions what choice do you have? You can rant and rant about cs but you can not escape the fact that you are the one who wants the service. If E* is not living up to your expectations and you can not seem to get anything but greif from the csr's then maybe just maybe you made the wrong choice with E*.

I was waiting for someone to say this. Of course, it's the customer's fault for not standing outside of his gated complex for four hours waiting for the installer to show up so he can hold the installer's hand and walk him into the complex.

NONE of this is the customer's fault, yet I read about the poor CSR and her call center, and, now, how the customer should have expected incompetence from the installer and been waiting outside for him.

Bottom line - the installer should have done the job he was contracted to do. When the customer telephoned the call center, he expected a resolution, which the CSR attempted to provide (even with her poor English), but couldn't because the installation contractor does not provide good service to Dish or the customer. Dish needs to start auditing their contractors and taking steps to correct problems like this. I wonder how many customers Dish has lost because of situations like this?

For everyone who says to go through a local retailer, here's my story about that. Several years ago, I was interested in the Dish Digital Home Plan where you lease the receiver and get a free dish and installation. I went to a local retailer who, even though he had pamphlets in the store detailing the Digital Home Plan, claimed he had no program that would provide a free dish and a leased receiver. I ended up having to call Dish directly to get the offer I wanted.

 

[JohnTomFerg]

:JohnTom

"**I explained the situation. And she then put me on hold to contact the 'dispatch office' She did this twice, and both times could not contact the 'installer' (surprise surprise).**"

We actually do try to contact the dispatch. We can go so far as to call managers and supervisors direct lines and cell numbers. The phone system for dispatch is terrible in many places, especially CA. If they don't pick up the phone it isn't Lady 1's fault.

Secondly, how is that "surprise surprise"? Do you expect poor customer service everywhere you go and then jump on it when it happens? Never mind, your topic and subsequent post is the answer to that question...

Keep in mind (though I don't recall if I stated it before) that the install was still listed as 'Pending' when I called the first csr 40 minutes after the window had transpired.

The 'surprise surprise' if he failed to make any of the 3 efforts to gain access to the building, then why would I expect him to answer then the CSR calls him?

I had high expectations of getting up and going on Wednesday. Otherwise I wouldn't have been so happy with my customer service experience. I do have an off beat sense of humor and I am a little pessimistic, but I'll happily praise the 2 installers I dealt with (both through dish) when I had my service in Aiken, SC. I don't even mind if someone can't make it on time so long as they let me know. But this little game of 'yeah I stood around for 15 minutes outside a light brown building' and didn't do anything I was supposed to - doesn't cut it.

I also happen to be in a services group that handles 1st and 2nd line support for customers and while we are assigned customer problems and carry them through to closure, I can understand the fact that they cannot call out. But, if the person had called me that was supposed to do the install, there would have been no need for wasted effort on my part or the csrs. They were not able (nor were they enabled to be able) to help with the issue based on the structure of the support process there.

If you can't contact the guy who showed up, and you can't follow-up with the customer after the initial POC, then your only hope is that no one ever has to call you and that everything happens right on the first try. Well, that didn't happen in this case.

I also have little recourse except to call CSR that again have the power to do nothing. I have a lease on the 622, so short of buying myself out of the lease I am out of luck. Without a dish I can receive the service I am paying for and I can't get the dish till the installer comes. So it is a cycle of crap.

Now tell me about how my expectations are unnecessarily skewed...

I am trying to look at it with some helpless humor... but I am just thankful that I went ahead and got Charter cable prior to coming out here. There installer was apparently able find his way in the building the first time. So I know it is not an impossible thing I am asking.

 

[ZandarKoad]

Probably the best you can do is to MAKE SURE that your account is ACTUALLY NOTATED with the instructions to call you, including your cell number(s). To verify that this is the case, call in and ask a CSR to READ BACK TO YOU the 'Dispatcher Notes' by name. If they are in the system, then they will print out on the actual work order that the technician will have with him. He should see them, and act accordingly. Also make sure that your PRIMARY and SECONDARY numbers are both cell phones that you will have on you. All techs should pre-call both numbers and also call once on-site if no one is there.

 

[JohnTomFerg]

Probably the best you can do is to MAKE SURE that your account is ACTUALLY NOTATED with the instructions to call you, including your cell number(s). To verify that this is the case, call in and ask a CSR to READ BACK TO YOU the 'Dispatcher Notes' by name. If they are in the system, then they will print out on the actual work order that the technician will have with him. He should see them, and act accordingly. Also make sure that your PRIMARY and SECONDARY numbers are both cell phones that you will have on you. All techs should pre-call both numbers and also call once on-site if no one is there.

Yes, did on call 2 and she read it back to me.

 

[bhelms]

Same here. But I don't abuse them either. Last time I called was to upgrade to the 211 a year ago.

Ditto - I have only called them about 5 times since my HD upgrade in late '05, 2 of those calls related to the failed 622...

 

[bhelms]

I was waiting for someone to say this. Of course, it's the customer's fault for not standing outside of his gated complex for four hours waiting for the installer to show up so he can hold the installer's hand and walk him into the complex.

NONE of this is the customer's fault, yet I read about the poor CSR and her call center, and, now, how the customer should have expected incompetence from the installer and been waiting outside for him...

I partly agree with this, but I am also a firm believer in Murhpy and at various points in my career I have been substantially involved with contingency planning. I.e., one is better off to assume that something will go wrong then proactively take measures to either prevent it or minimize its impact. Should it be this way - no, of course not! But then there is that reality that we keep getting hit with...