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Great explanation from SomeDishGuy. OP, had you been talking to offshore CSR's. I have found that they seem to just stick to script, not dishonest, but just don't have an understanding of what's going on HERE in the USA and HOW these things work in real-life. Right now Dish is heavily involved in changing out equipment to meet 8PSK in the WA and most of the time the issue may be equipment upgrade related, but offshore they always seem to believe you need the WRONG thing. I've found CSR's in the USA to be 100% the last 5 times I've had to call, and sometimes I let the offshore people handle it, but they have NO CLUE they are just plain wrong because they have no personal experience with US DBS services.

Of course, the DIRT are the best. They seem to have taken the place of the old Executive Office CSR's Dish used to have (does Dish still have them?) . If it is a somewhat nuanced situation or problem, I always start with USA CSR's, and if that does not work or if it is a truly complex matter, I would head straight for DIRT.

Glad it was fixed, but there needs to be MAJOR re-training offshore. I've had people become very upset because they were told they needed new equipment or an upgrade when all it took was a push of a button on the USA CSR center.

DishSubLA said:

Of course, the DIRT are the best. They seem to have taken the place of the old Executive Office CSR's Dish used to have (does Dish still have them?) . If it is a somewhat nuanced situation or problem, I always start with USA CSR's, and if that does not work or if it is a truly complex matter, I would head straight for DIRT.

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If you are talking about the Executive REsolution Team, they are now called the Office of the President. DIRT shares the department with the online reps, although there is a definite seperation between the offshore and onshore reps(Just like on the phones). The best way I have to describe DIRT, is they are Hand Picked agents, that would rather be on an internet based CS, rather than phone based. The fact that they are a small department and hand picked, does afford them the ability to perform their tasks so much better. They truly are some of the best agents in the company, and that is coming from a former Broadband Supervisor(we could do almost anything we wanted). Being an internet based team, they tend to be more knowledgeable in technology as well, which is a major upper hand. I am not saying there are not people like that on the phones, but with their big higher spout a couple years ago, the Advanced TEch Support, and Broadband teams are SOOOO watered down now, it is hard to tell when you are going to get a good agent on the phone. If I need something done right away, I call in. If I can wait a little while, Ill shoot the DIRT team a quick message. I would rather allow them to take care of "real" customers first, especially the pissed off ones on their FB and Twitter pages.

ChadT41 said:

If you are talking about the Executive REsolution Team, they are now called the Office of the President. DIRT shares the department with the online reps, although there is a definite seperation between the offshore and onshore reps(Just like on the phones). The best way I have to describe DIRT, is they are Hand Picked agents, that would rather be on an internet based CS, rather than phone based. The fact that they are a small department and hand picked, does afford them the ability to perform their tasks so much better. They truly are some of the best agents in the company, and that is coming from a former Broadband Supervisor(we could do almost anything we wanted). Being an internet based team, they tend to be more knowledgeable in technology as well, which is a major upper hand. I am not saying there are not people like that on the phones, but with their big higher spout a couple years ago, the Advanced TEch Support, and Broadband teams are SOOOO watered down now, it is hard to tell when you are going to get a good agent on the phone. If I need something done right away, I call in. If I can wait a little while, Ill shoot the DIRT team a quick message. I would rather allow them to take care of "real" customers first, especially the pissed off ones on their FB and Twitter pages.

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Thanks for the info. Yes, I think another thing about DIRT, and please correct me if I am wrong, is that DIRT seems to be authorized to do things beyond what the software at the common CSR does NOT allow them to do.

I totally, agree. I will ALWAYS just call CSR-but USA CSR ONLY-for just about anything because I'll have simple matters, and reserve any contact with DIRT or Office of President for when the CSR's either did not satisfy or are just clueless about something that is rather complicated. I, too try leave the higher level assistance from Dish for those who really need SPECIAL help.

I think the best way I can describe it would be, they have the same capability as any rep on the phone, but less eyes watching, and more knowledge to be able to get it right the first time. basically, they do the same as any phone rep, they are just smarter then most phone reps. Lol.

Also, it should be mentioned the ERT/OOP team has a completely separate responsibility then the DIRT team. DIRT is there to basically offer the CS to those that would prefer online forums such as this or Twitter. OOP is there for the escalations of issues such as BBB or AG complaints from customers. They are like the last account before something would go to court. DIRT members are 'just' reps... But everyone knows, we would hate to go without them.

OK, GREAT clarification from both of the two previous posts. Good to know. I now have a much more clear idea of the different levels or portals of support. Like most, all I rally care about is that someone at Dish either solve a problem (non-technical) or provide what I am entitled to or due as part of my subscription or terms of upgrades or promotions, etc. I don't seek any "freebies" or exceptions to policies. However, in the past the higher level CEO offices SOMETIMES did provide beyond because my experience with CSR's was so negative/bad and cause such problems for me (I would always tell them the long story of how I was bounced around, given incorrect info, or told I had to pay when I KNEW I did not have to pay, etc. and how much TIME and trouble a relatively SIMPLE matter would take) they wanted to be certain that I knew that Dish found such an arduous journey seeking resolution should have never happened and is NOT an acceptable experience for customers), something like what Starbucks would do to somehow compensate for all the trouble I had until I finally got resolution. I greatly appreciate that Dish does have avenues or alternative places to go for resolution if the basic CSR's can't or won't help. Does any other MVPD have any committed customer service avenues beyond the basic CSR? That would be interesting.

Isn't it the buyer's responsibility to check before making a change like that? A simple glance at the channel guides @Dishnetwork.com shows which package contains which channels.
Did it not occur to you to at least ask someone? Saving $54 dollars encompasses a lot more than a simple box change? Buyer beware ...................