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jpezz
jpezz
Last reply · posted in DISH Network Support Forum

So what is bad Customer Service?

Dish advertizes how they are rated as having the best customer service oer J. D. Power. So what is bad customer service?

Q - (phone) "I didn't see any DVD recorders on your list of devices for my 322 remote control. There are DVD players and VCRs but no recorders and none of the DVD player settings work? DVD Recorders are the hottest thing on the market. What century are you in?"

A - "We don't support third party devices."

Issue - What about all the other devices listed. Do you "support" them"?


Q - (Email) - "Can I pay one year in advance?"

A - "Call the 800 number."

Issue - They can't answer that question via email?


Q - (Phone) Can I pay a year in advance and get the free month?

A - Yes. And it will cost you $389. This doesn't include the $5.99 monthly for local channels or the $5.00 for extra receiver or the tax but those can also optionally be payed in advance without discount or will be billed monthly.

Issue - Fine. As she was calculating the total cost, we got cut off. When I immediately called back and finally got someone else, she said: "No, you can't pay in advance. That is not available".
"But I was just told I could by the other person!"
"No, only if you owned your equipment. You lease."
"But the other person said it was OK!"
"Sorry!"


Q - (email) - "Your web site is not clear as to what upgrades I can get as an existing customer. Can you tell me?"

A - "Call the 800 number."

Issue - You can't answer that by email?


Q - (phone) - Can I get an upgrade to a 522 from a 322?

A - "No. Only available to new customers. you should have done it when you got your service."
"But I only had it 2 months and nobody told me about the 522 option!"
"Sorry."

Issue - If they had told me, fine but they didn't.

They do say "Sorry" a lot. I don't know if they are apologizing or describing themselves.


I wrote a letter to the General Manager of Customer support at Echostar. So far no answer. :mad:
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J
jerseyjk
From the other side of the fence ... I had occassion to call customer service for the first time since I activated my 4xxx like 5 years ago (yes, you read right. haven't called CS in 5 years ... legacy receivers rock). I was calling to activate the new 522 I bought off Ebay. It was about 10:30 EST and it was something like this ...

After about 8 minutes of initial hold time, I get a CSR. "I'd need to activate a new receiver. I've run it through the switch check and it's all set playing the Dish Info station. BTW, it's a 522."

After some initial confusion on the other end, she asks me to hold while she checks out how to do this. After 2 minutes, she's back on and says no problem, but she's got to verify it's installed properly and then send me over to another dept to activate. I read off S00 and R00 numbers, give her switch status, sat positions and trans and she puts me on hold. After about 8 more minutes of hold time, same CSR gets back on the line. She apologizes for the delay telling me again it had to go to another dept and come back. "You're all set. Leave the receiver alone for about half hour and then you'll be good to go. Anything else I can help you with?" Sure enough, after about 15 minutes I was experiencing video bliss.

Maybe I got lucky on two counts ... activated an owned 522 with no email to Charley and got a helpful, knowledgeable CSR who managed to do exactly what I asked ... but I don't think CS is bad at all.
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jpezz
jpezz
Slamminc11 said:
Let's face it, if you had to sit on the other end of the phone and listen to people gripe and b*tch eight hours a day would not only drive you to the brink of suicide, but would definitely have you looking for a career change! There's more turnovers in the call centers of both Dish and Direct than Ruben Droughns (gotta get the bronco reference in) on a bad day! They get $10-$11 an hour and are shoved onto the phones ASAP so that you aren't on hold forever, and then they get to basically learn as they go. I'd love to see any of you try it for a week, and then come back here and sing your same songs! Just my two cents!
Click to expand...

I did customer technical support for a major computer corporation for a number of years. The problem was NOT the customers but the company. Customer support does not earn money for the company. It is a cost center. The result is that management always cuts corners. Training is minimized. The number of people online is minimized. They won't let you do the "right thing" for the customer. Working conditions are less than ideal. Customers get angry because they end up with untrained, overworked CSRs who can't authorize anything but what is in the book. The customer is not the problem. Management is!
To cut costs even more, they move support to India. The real solution is to outsource management to China and keep manufacturing and support here. Then the managers can make $2/hour (CEO and executive committee up to $5/hour) and the employees and customers will be happy.

John :eek: :eek: :eek:
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K
kluken
GaryPen said:
My bit of advice for customers seeking a higher level of service is to always select Tech Support in the phone menu, even if you have a non-technical issue. They are authorized to handle standard customer service issues, and are usually much smarter and more articulate than the standard CSR's. I believe I've only had one dopey TSR. Conversely, I've probably only had one sharp CSR. (Executive CSR's excluded.)
Click to expand...

They are no better than a regular CSR unless you ask to speak to an "advanced" tech or ASR. And most of the Executive CSt's are just "friendlier" thent he nonal CSR, but as I have dealt with so many recently they all are clueless!
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W
wmhjr
When dealing with the 921 issues

I found that the "advanced" tech support people provided absolutely no value whatsoever. Nothing. They gave patently false information, and when questioned in detail finally ended up admitting that they had no technical basis for their claims, or any experience that would indicate what they were saying had even the smallest grain of truth to it.

I have never, ever, on any occassion, found a single, solitary Dish Tech Support person who was remotely qualified or competent - regardless of how much I escalated it. Any problems I ever got resolved were the result of my research and trial and error. NONE were the result of competent Dish representatives.

In other words, at least with Cable you could escalate to somebody remotely techical. With Dish, never. The only reason it wasn't a real problem for me previously is because the system used to be reasonably reliable and adequate. With the advent of the 921, the 44 switch, and HD, that ALL changed.


Period.

kluken said:
They are no better than a regular CSR unless you ask to speak to an "advanced" tech or ASR. And most of the Executive CSt's are just "friendlier" thent he nonal CSR, but as I have dealt with so many recently they all are clueless!
Click to expand...
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GaryPen
GaryPen
Perhaps I should have been more specific. I meant that TSR's were more competent than CSR's for standard customer support issues. I didn't mean to imply that TSR's were technically competent as a whole. (Although, I would imagine that some are.)
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osu1991
osu1991
Pub Member / Supporter
Last reply · posted in The Chit Chat Club

USA Healthcare Costs are Ridiculous

:mad::mad::mad::mad:

Pissed off at the crappy healthcare costs

My health Insurance renewal for 2027 just came in. Going from $827 a month to $1,187 a month. Deductible going up a $1k to $9,350. Max out of pocket also going up $1k to $11,000. Doctor co-pay of $40. Urgent Care co-pay $50. ER 50% coinsurance after deductible. That's all in network. Out of network is double, should it be needed.

Have to think about this. I'm really tempted to just go without now. I only go to the doctor once or twice a year. I pay out of pocket for Tirzepitide and can do without the Rosuvastatin (crestor) now. Really tired of spending over $10k a year and getting nothing out of it.

After years with Blue Cross I switched last year to Ambetter as my Blue Cross premium was going from $1200 to $1800 for a Silver plan and the Bronze plan was still going to be $1300 at BCBS. Ambetter was $827 for the same coverage with a Bronze plan. Didn't think it would jump this much so soon.

I'm guessing a Silver plan is probably over $2,000 a month for 2027.
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b4pjoe
b4pjoe
osu1991 said:
Pissed off at the crappy healthcare costs
Click to expand...
Are you employed with no work insurance or that is what you are paying for your workplace insurance? Or is that through Healthcare.gov? Retired? Eligible for medicare?
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vazhog
vazhog
that cut is only for illegals to get off the rolls and I was being sarcastic before -
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T
telstar_1
The 2030s will likely bring renewed health reform
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osu1991
osu1991
b4pjoe said:
Are you employed with no work insurance or that is what you are paying for your workplace insurance? Or is that through Healthcare.gov? Retired? Eligible for medicare?
Click to expand...
Started my own business in 2006, been self employed for 20 years this year.
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meStevo
meStevo
vazhog said:
that cut is only for illegals to get off the rolls and I was being sarcastic before -
Click to expand...

Even sarcastically it's wrong. Undocumented immigrants already weren't eligible for federal Medicaid, so there's no one to "get off the rolls." The immigrant-related pieces are a small part of the ~$1 trillion. They cut the federal match for emergency care from 90% to the state's regular rate and end eligibility for some lawful immigrants like refugees. Most of the "savings" come from work requirements, more frequent eligibility checks, and provider tax limits, which hit citizens.

Either way, the cost doesn't disappear. It shifts to states, hospitals, and everyone else's premiums and will only serve to make issues like those raised in this thread worse.
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dishstaller
dishstaller
meStevo said:
Undocumented immigrants already weren't eligible for federal Medicaid, so there's no one to "get off the rolls."
Click to expand...
That's only part correct. Actually I had to look it up to make sure. There is NO Federal money going to Medicaid for illegals but there ARE some states that use State money to pay for Medicaid for illegals. Here's the list

    • California: Covers all income-eligible undocumented adults. [1, 2]
    • Colorado: Covers specific adult demographics (with upcoming budget caps in 2027). [1]
    • Illinois: Covers specific adult age brackets. [1]
    • New York: Covers specific adult demographics. [1]
    • Oregon: Covers all income-eligible undocumented adults. [1, 2]
    • Washington: Covers specific adult demographics. [1, 2]
    • Washington, D.C.: Provides adult coverage through the D.C. Health Care Alliance. [1, 2]
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meStevo
meStevo
dishstaller said:
That's only part correct. Actually I had to look it up to make sure. There is NO Federal money going to Medicaid for illegals but there ARE some states that use State money to pay for Medicaid for illegals. Here's the list

    • California: Covers all income-eligible undocumented adults. [1, 2]
    • Colorado: Covers specific adult demographics (with upcoming budget caps in 2027). [1]
    • Illinois: Covers specific adult age brackets. [1]
    • New York: Covers specific adult demographics. [1]
    • Oregon: Covers all income-eligible undocumented adults. [1, 2]
    • Washington: Covers specific adult demographics. [1, 2]
    • Washington, D.C.: Provides adult coverage through the D.C. Health Care Alliance. [1, 2]
Click to expand...

Fair point, but it's consistent with what I said: no federal Medicaid money goes to undocumented immigrants. Those programs are state-funded, so the federal ~$1T cut can't touch them. Whatever states decide to do with their own programs is a separate budget decision.
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Scott Greczkowski
Scott Greczkowski
Staff member HERE TO HELP YOU! Cutting Edge
Last reply · posted in The Chit Chat Club

Song Name Game Part 3!

Sometimes a thread gets so many posts in it that is can cause issues for the server so that why today we introduce The Song Name Game Part 3!

So let the game continue!

The last song was added by Bobby who posted...

One Meat Ball - Andrews Sisters

CONTINUE ON AND HAVE FUN! WELCOME HOME TO SATELLITEGUYS.US!

Here are the original rules for the game as posted by WebbyDude back in 2006. http://www.satelliteguys.us/threads/68645-Song-Name-Game

Just name a song title and the band who performed it. The next person does the same thing, but needs to list a song title or band name which includes a word from the previous entry. Pick songs from any genre.

Example:

Long Live Rock and Roll -- Rainbow

Rainbow in the Dark -- Dio

Another example:

Ride the Lightning -- Metallica

Lightning Strikes -- Ozzy Osbourne


Get it?


An additional note: we all know that song titles, sometimes, use profane words. Because this is a family friendly website it is advised that you clean up that title up a bit. This is accomplished by using something like sh!t instead of the real word. Thanks....
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gms49ers
gms49ers
Can't You Hear Me Knocking - The Rolling Stones
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long_time_Dish
long_time_Dish
I Can Hear Music - The Beach Boys
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dishstaller
dishstaller
Boom Boom ( Out Go The Lights ) - Pat Travers
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sdfntx
sdfntx
Palisades Park - Freddy "Boom Boom" Cannon
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RaiderPower
RaiderPower
Cherry Hill Park - Billy Joe Royal
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TWiT Tech Podcast Network
· posted in TWiT Tech Podcast Network

Apple's New Touchscreen MacBook Pro with Tandem OLED Display

Time for another AWESOME video from the TWIT Network!


View: https://www.youtube.com/shorts/Obg_1yMsldU


Direct YouTube Link - Apple's New Touchscreen MacBook Pro with Tandem OLED Display
TWIT's Website
TWIT Live Feed
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dishstaller
dishstaller
Pub Member / Supporter Lifetime Supporter
Last reply · posted in DISH Network Support Forum

Claude's site is still up and running. New link required

I figured some of the guys would be looking here for an answer. You'll need to use this link

DishRetailer

America's Oldest Satellite Forum!
satelliteretailer.com satelliteretailer.com

I'll mention what happened over there. I don't want to cause Scott any issues or put him in a bad spot.
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dishstaller
dishstaller
If any of you know some of the guys from the board and you have their contact info, please reach out to them....many failed to update their contact info and some even had starband email addresses.
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Linus Tech Tips
· posted in Linus Tech Tips

Ep. 35 - Best Tech for a Deserted Island...

Time for another AWESOME video from Linus Tech Tips!


View: https://www.youtube.com/shorts/9st7OYkUHJk


Direct YouTube Link - Ep. 35 - Best Tech for a Deserted Island...
Linus on Facebook
The LTT Store
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dfergie
dfergie
Staff member HERE TO HELP YOU!
Last reply · posted in What's Cooking?

What's For Lunch?

We have a Breakfast and Dinner thread so... :)
Continuing from the Breakfast thread, found Cornbread mix so ...
Yellow Cornbread Mix
2 Hatch Green Chiles -diced
1 Egg
2/3 cup of milk
add to greased pan
Bake for 400f 20-25 minutes(From instructions)
now to put together and try... this to go with pinto beans...
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dfergie
dfergie
Chili dog bowl, water… (homemade chili)
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TRG
TRG
Leftover wanton soup and pork fried rice. Water.
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dfergie
dfergie
IMG_5955.webp

Sweet tea…
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TRG
TRG
Tuna salad sandwich on toasted honey whole wheat bread with a handful of kettle chips. Water.
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TRG
TRG
Breakfast for lunch. Crispy corned beef hash, home fries, two over easy eggs and sourdough toast.

1653.webp
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dfergie
dfergie
Staff member HERE TO HELP YOU!
Last reply · posted in The Sports Section

Auto Racing 2026

New thread or keep this one?

View: https://www.youtube.com/live/AgOI9DNCmPg?si=l-YcZmHl7GXXF8fX
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dfergie
Foxbat
Foxbat
Weird F1 weekend is already over with a Saturday race.
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dfergie
dfergie
Tried to watch the truck race but the stage c**p is why I don't watch NASCAR anymore…
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Y
Yespage
Today is the anniversary of Dan Wheldon's passing at Las Vegas in a dreadful crash that luckily didn't take more drivers' lives. I vaguely remember the crash, but I more strongly remember Paul Tracy trying to keep it together as he left the Medical Center knowing that Dan most likely wasn't going to.

The safety in these vehicles is beyond incomprehensible, especially relative to what it was 60 years ago, when dying wasn't unexpected. But it is still very dangerous. I always scoff at the prayer invocations, but never scoff at the risks these drivers take and the emergency workers out there who might need to pull short of a miracle to save a driver's life.
dfergie said:
Tried to watch the truck race but the stage c**p is why I don't watch NASCAR anymore…
Click to expand...
HBO Max has the live in car streaming without commercials, which provides an interesting take, but you are driving blind, knowing only what the team is telling the driver about what is happening on the track. The stages definitely ruin the NASCAR set up.
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Yespage
NASCAR is an abject mess, but at least it has Kyle Larson. Guy had the lead on the green/white checker, fell back to 12th or the like, kept his cool, and charged back to win with room to spare at the line. And win very cleanly!

NASCAR needs to stop racing at Talladega. Especially if they are going for elderly Sunday drives at the track! Stage racing is real stupid, but NASCAR should consider one half point a second per group gap as a bonus.
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TWiT Tech Podcast Network
· posted in TWiT Tech Podcast Network

Cyberattacks Are Coming—Is Your Company Ready? #shorts

Time for another AWESOME video from the TWIT Network!


View: https://www.youtube.com/shorts/4JfcPctpQmk


Direct YouTube Link - Cyberattacks Are Coming—Is Your Company Ready? #shorts
TWIT's Website
TWIT Live Feed
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Tom Speer
Tom Speer
Staff member Pub Member / Supporter Cutting Edge
· posted in DIRECTV General Forum

Looking for former DIRECTV Cutting Edge testers who have now subscribed to DIRECTV Stream.

If you are a former Cuttinge Edge member who has converted to Stream, please contact me.
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M
mheisen
Last reply · posted in DISH Network Support Forum

Hopper 3 with Hopper plus internet connection problems

Over the past few weeks, I have had problems connecting to streaming services (Netflix, HBO et al). When I go to the TV's native Channels, I have no problem. The Dish internet troubleshooter shows I have a good internet connection. I'm wondering whether it's an issue with my internet provider or a problem with the Dish software on the Hopper Plus. Anyone else seeing this?
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Almighty1
Almighty1
mheisen said:
Over the past few weeks, I have had problems connecting to streaming services (Netflix, HBO et al). When I go to the TV's native Channels, I have no problem. The Dish internet troubleshooter shows I have a good internet connection. I'm wondering whether it's an issue with my internet provider or a problem with the Dish software on the Hopper Plus. Anyone else seeing this?
Click to expand...
I have a DISH Hopper 3 (Software H713) with Hopper Plus (Software P15403). I have not tried streaming services but I primarily watch TVB Jadeworld international package which is only available by streaming and when I have an issue, I usually have to go to a non-streaming satellite channel first before the streaming channels will work again. What software versions do you have and what is the error message if any are showing on your screen? or is that Dish downloading logo just stuck and never finishes?
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mheisen
Almighty1 said:
I have a DISH Hopper 3 (Software H713) with Hopper Plus (Software P15403). I have not tried streaming services but I primarily watch TVB Jadeworld international package which is only available by streaming and when I have an issue, I usually have to go to a non-streaming satellite channel first before the streaming channels will work again. What software versions do you have and what is the error message if any are showing on your screen? or is that Dish downloading logo just stuck and never finishes?
Click to expand...
I'm on H713 on the Hopper and P15403 on the Hopper Plus. It shows internet connection issues and doesn't finish loading the various services. I see the "loading circle going around. Sometimes I get a message saying that the service is having trouble loading my content and to check the internet connection.
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Almighty1
Almighty1
mheisen said:
I'm on H713 on the Hopper and P15403 on the Hopper Plus. It shows internet connection issues and doesn't finish loading the various services. I see the "loading circle going around. Sometimes I get a message saying that the service is having trouble loading my content and to check the internet connection.
Click to expand...
Did it ever work correctly before? Hard to say what the problem is. Usually for streaming, it will show the Dish logo with lines sweeping down to show downloading, never seen the circle issue. Did you try a manual reboot, red button reset, power cord unplug/replug to see if it makes a difference.
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S
slow_poke_pete
Almighty1 said:
Did it ever work correctly before? Hard to say what the problem is. Usually for streaming, it will show the Dish logo with lines sweeping down to show downloading, never seen the circle issue. Did you try a manual reboot, red button reset, power cord unplug/replug to see if it makes a difference.
Click to expand...
Might be worth just to ditch the hopper plus. No issues here on h713
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S
slow_poke_pete
mheisen said:
Over the past few weeks, I have had problems connecting to streaming services (Netflix, HBO et al). When I go to the TV's native Channels, I have no problem. The Dish internet troubleshooter shows I have a good internet connection. I'm wondering whether it's an issue with my internet provider or a problem with the Dish software on the Hopper Plus. Anyone else seeing this?
Click to expand...
Buy a roku and dump the hopper plus you'll be better off. If you have a smart tv you don't need either one. No hopper plus here and no issues!!!
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Almighty1
Almighty1
slow_poke_pete said:
Might be worth just to ditch the hopper plus. No issues here on h713
Click to expand...
I have a Hopper Plus and no issues either. charlesrshell has both a Hopper 3 with Hopper Plus and one without, he doesn't have the same issue. Before blaming it on the Hopper Plus, he should see if the problem still exists without the Hopper Plus connected as it could be the Internet connection itself or some setting in the router itself. There is someone in another thread who has EHD issues on the Hopper 3 only setup but does not have the EHD issues on the Hopper 3 with Hopper Plus and he has already tried swapping the EHD and it did not make a difference so like the saying, YMMV.
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Almighty1
Almighty1
slow_poke_pete said:
Buy a roku and dump the hopper plus you'll be better off. If you have a smart tv you don't need either one. No hopper plus here and no issues!!!
Click to expand...
The Roku costs $$$, Hopper Plus is free. That may not be the only costs as it depends if the TV in question still has available HDMI ports and if not, it will require a HDMI switch and HDMI cable which adds more to the cost.

I have a LG 3D OLED Smart TV and I still need either of them because it does not have Android TV built in. Add a Hopper Plus and see if you actually have issues or not as until you actually tried it, it means nothing.
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