75 minute arrival window: NOT! (1 Viewer)

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monroef

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Dish needs to stop claiming they give a 75 minute arrival window. They may indeed start off with that. But their techs routinely change the arrival time several times after their original promise in the morning. After they do this, you end up with about a six hour window. This is the third time in a row this has happened to me.
 
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dweber

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I'm sure that the problem occurs when a job turns out to be more difficult than anticipated. I have always had accurate arrival times but my installations were always in the morning so I was the first job.

I also have had good technicians though the last one did not know how to install multiple Hopper 3's. But he was willing to learn and he will share the information with his coworkers.
 

monroef

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I'm sure that the problem occurs when a job turns out to be more difficult than anticipated. I have always had accurate arrival times but my installations were always in the morning so I was the first job.

I also have had good technicians though the last one did not know how to install multiple Hopper 3's. But he was willing to learn and he will share the information with his coworkers.

Well, thats probably part of the issue. Asking for 12PM appointments. I have been trying to get my signal problems on 61.5 fixed for months. It is really an issue for me now since all the channels that I watch were recently moved to that bird. My attempt this time started on Friday where the tech gave an original time and then rescheduled four times. The appointment was eventually moved to Sunday and rescheduled twice. And then finally the tech reported that I wasn't home despite me sitting in front of the window all day and seeing no truck arrive. Now today, its been rescheduled so far three times and now past 6PM. I suspect the tech will arrive either without a ladder (again) or will say its too late today to perform the work....

I sure wish I had your luck :)
 
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monroef

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just do what i do, if the tech never show, install a competitor

first one to arrive gets my business

OMG. After I sent my last post, the arrival window was changed yet again. We are not at 7PM! Maybe the issue is there are a lot of customers having issues withe the 61.5 move.
 
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HipKat

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No, DWeber is right. OK, a job like a Trouble Call is given approximately 45 minutes to complete and that's how it's figured in the schedule. Now let's say the tech runs into a nightmare and needs to reinstall the entire job and it takes 2 hours. Now everyone after that job just got bumped down. In the site we use for jobs, there is the option to add or subtract time, so the tech will add 1.5 hours, which sends out the call down the line to the next customers advising the new arrival time, or Customer Awareness Window.

Let's say the next job is a 1 room install and the Customer decides he wants 4 rooms. That 1.5 hour job just became a 3 hour job. It doesn't happen that way often, but when it does, I fell for the customers down the line and try to call them and keep them up to date on what's going on
 

mdram

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if a customer takes off work, and the installer extends the time or ends up not showing up. then the customer is out that money, and the next time they need to take off.

i personally dont give a second chance if i am out of contract
they show, or i switch
 
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HipKat

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if a customer takes off work, and the installer extends the time or ends up not showing up. then the customer is out that money, and the next time they need to take off.

i personally dont give a second chance if i am out of contract
they show, or i switch
Not sure about other providers, but I know Comcast just gives you a date, no time. how it was when I had Comcast some years ago.Not sure about DTV.

Just to inject my opinion here and obviously you're free to do as you'd like but if you're changing to what you hope is better overall system with a potentially lower bill for 1 - 2 years, do you really want to sacrifice that because a tech ran into a landslide prior to your getting connected?

I mean, I do see your point, but it's like a woman I talked to the other day that was going to switch to another provider because her bedroom TV (joey) has been pixelating for a month. She's never called to have a tech visit, just decided it's Dish that's bad when in fact it's a technical problem that can be fixed. I told her to just call and get it fixed. 2 days later I saw her and she was happy again.
 
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monroef

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Not sure about other providers, but I know Comcast just gives you a date, no time. how it was when I had Comcast some years ago.Not sure about DTV.

Just to inject my opinion here and obviously you're free to do as you'd like but if you're changing to what you hope is better overall system with a potentially lower bill for 1 - 2 years, do you really want to sacrifice that because a tech ran into a landslide prior to your getting connected?

I mean, I do see your point, but it's like a woman I talked to the other day that was going to switch to another provider because her bedroom TV (joey) has been pixelating for a month. She's never called to have a tech visit, just decided it's Dish that's bad when in fact it's a technical problem that can be fixed. I told her to just call and get it fixed. 2 days later I saw her and she was happy again.


Well, that's kind of my point to this thread. Yes. Comcast just gives a date. Dish claims it gives a 75 minute window. But, from my experience, Dish is really the same is Comcast in this area because the tech's are routinely changing the time end you end up with a date anyway just like Comcast. Like I said, three days in a row with multiple reschedules. I understand the techs may be up against things that occur at customer sites that cause them to note be able to abide by the 75 minute window after the time is promised. But if that is the case, stop making the claim.
 
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mdram

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Not sure about other providers, but I know Comcast just gives you a date, no time. how it was when I had Comcast some years ago.Not sure about DTV.

Just to inject my opinion here and obviously you're free to do as you'd like but if you're changing to what you hope is better overall system with a potentially lower bill for 1 - 2 years, do you really want to sacrifice that because a tech ran into a landslide prior to your getting connected?

I mean, I do see your point, but it's like a woman I talked to the other day that was going to switch to another provider because her bedroom TV (joey) has been pixelating for a month. She's never called to have a tech visit, just decided it's Dish that's bad when in fact it's a technical problem that can be fixed. I told her to just call and get it fixed. 2 days later I saw her and she was happy again.

if someone calls in for a 1 room install, and they switch at the install time, that is a change on the customer side. it should be rescheduled, and the proper time allotted, the people down the pipe should not be bumped.

if the tech runs into issues that cannot be fixed in the allotted time, then dish should have a way of moving people around that finish their items early
 

HipKat

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if someone calls in for a 1 room install, and they switch at the install time, that is a change on the customer side. it should be rescheduled, and the proper time allotted, the people down the pipe should not be bumped.

if the tech runs into issues that cannot be fixed in the allotted time, then dish should have a way of moving people around that finish their items early
That sounds great on paper, but not how it works. Those other techs are on schedules, too and most nights, we're not getting home til after 7,8 PM and later as it is. It's not a 9 to 5 job. Also, reschedules count as incomplete on the tech and the office's metrics. Any incomplete for any reason. That affects a tech's ability to make more money, get promoted, etc. Yes, it's that harsh and customers, like most people, want service now. Just like you want service at the exact time of schedule. You think they want to wait 3 days, give or take to get rescheduled when the tech can do the job when he gets there?

That's like ordering a Whopper and asking for no pickles and they say you have to wait til all the other orders are completed first. Bad business. This is a customer driven industry, for ALL customers, not just the few that are forced to wait a few more hours, sorry to say

Well, that's kind of my point to this thread. Yes. Comcast just gives a date. Dish claims it gives a 75 minute window. But, from my experience, Dish is really the same is Comcast in this area because the tech's are routinely changing the time end you end up with a date anyway just like Comcast. Like I said, three days in a row with multiple reschedules. I understand the techs may be up against things that occur at customer sites that cause them to note be able to abide by the 75 minute window after the time is promised. But if that is the case, stop making the claim.

Try to understand, t he percentage of appointments that get pushed out like that is rare, although if you waited 3 days with multiple reschedules, I'd be upset, also
 

300mag

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Aug 14, 2014
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Not sure about other providers, but I know Comcast just gives you a date, no time. how it was when I had Comcast some years ago.Not sure about DTV.

Just to inject my opinion here and obviously you're free to do as you'd like but if you're changing to what you hope is better overall system with a potentially lower bill for 1 - 2 years, do you really want to sacrifice that because a tech ran into a landslide prior to your getting connected?

I mean, I do see your point, but it's like a woman I talked to the other day that was going to switch to another provider because her bedroom TV (joey) has been pixelating for a month. She's never called to have a tech visit, just decided it's Dish that's bad when in fact it's a technical problem that can be fixed. I told her to just call and get it fixed. 2 days later I saw her and she was happy again.
Actually just had a comcast service call(internet issue) today and they gave me a 2 hour guaranteed window when scheduled on Friday and called when tech was on his way. Not sure what the guarantee hype is about since the tech was on time, most likely just for marketing and probably has a bunch of disclaimers. Lol...
 

dishcomm

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Nov 29, 2005
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Dish needs to stop claiming they give a 75 minute arrival window. They may indeed start off with that. But their techs routinely change the arrival time several times after their original promise in the morning. After they do this, you end up with about a six hour window. This is the third time in a row this has happened to me.
As a person that was a tech for 12 years.....
Look, your appointment is AM or PM. The app that allows the customer to track the tech is for reference purposes only.
If you have for example an 8-12 pm appointment, the tech is due by 11.59 AM....Period....
If you did not plan your day for latter part of the window arrival, that's on you.
These guys are working to get to their customers( That's PLURAL...More than one) on a timely basis. Stuff happens. Most times its a troublesome job OR......A job that was dropped on the tech . Yes this can happen at any time.
In any event, please be patient.
 

monroef

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Apr 14, 2006
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As a person that was a tech for 12 years.....
Look, your appointment is AM or PM. The app that allows the customer to track the tech is for reference purposes only.
If you have for example an 8-12 pm appointment, the tech is due by 11.59 AM....Period....
If you did not plan your day for latter part of the window arrival, that's on you.
These guys are working to get to their customers( That's PLURAL...More than one) on a timely basis. Stuff happens. Most times its a troublesome job OR......A job that was dropped on the tech . Yes this can happen at any time.
In any event, please be patient.
What if YOUR appointment takes longer than planned ? Should the tech just quit at a set time to get to their next appointment "on time" ?

Personally, I wouldn't sit in front of a window all day doing nothing.... That just makes it worse.

In my case, the appointment didn't get the time that was planned because there wasn't enough time left in the work day or sunlight left by the late time he arrived.
 

HipKat

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In my case, the appointment didn't get the time that was planned because there wasn't enough time left in the work day or sunlight left by the late time he arrived.

I've never heard of that. We work til the jobs are done. I had one night I didn['t get home til 1am
 
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monroef

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I've never heard of that. We work til the jobs are done. I had one night I didn['t get home til 1am

Well, thats just what happened yesterday. Its even worse than that. The tech told me since he actually came here the case would automatically close at midnight and I would have to open a new one in the morning in order for someone to come back out here. That's actually waiting I'm for right now. I was told on the phone that they are sending a manager out this time but it will take 48 hours before I hear from anyone. I wish someone from Dish would see this thread.
 

HipKat

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Well, thats just what happened yesterday. Its even worse than that. The tech told me since he actually came here the case would automatically close at midnight and I would have to open a new one in the morning in order for someone to come back out here. That's actually waiting I'm for right now. I was told on the phone that they are sending a manager out this time but it will take 48 hours before I hear from anyone. I wish someone from Dish would see this thread.

That is a lie. Once a work order is scheduled, on the day it's scheduled for, it gets assigned to a tech. That tech arrives at your house and starts the job on his tablet. There's only a few ways to end that work order. It's complete, it's canceled, it's rescheduled. In the case of the latter two, the customer needs to speak with a CSR. I can't really begin to presume what happened here but it sounds like this guy close the work order without your consent or without completing the job. That's just a guess, but that's what it looks like to me
 

monroef

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Apr 14, 2006
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That is a lie. Once a work order is scheduled, on the day it's scheduled for, it gets assigned to a tech. That tech arrives at your house and starts the job on his tablet. There's only a few ways to end that work order. It's complete, it's canceled, it's rescheduled. In the case of the latter two, the customer needs to speak with a CSR. I can't really begin to presume what happened here but it sounds like this guy close the work order without your consent or without completing the job. That's just a guess, but that's what it looks like to me

I believe here is how he was able to close it. Once he realized that my locals were gone (as I told him would be the case), he said there isn't enough time today too look at another solution. You need to sign my phone so that I can let Dish know the work that was done today and that your satellites were switched. I'm pretty sure that closed it out. However, I made it clear to him at the time that this solution was not acceptable and actually worse than what I had. It wasn't until the following morning that I discovered that from Dish's perspective my work order was complete and I was a happy customer. In fact, and this is really silly, they were planning to continue to charge me for locals even though I no longer have them. I'm telling you, I am just a couple of days away from being a form Dish customer after 18 years.
 

HipKat

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I believe here is how he was able to close it. Once he realized that my locals were gone (as I told him would be the case), he said there isn't enough time today too look at another solution. You need to sign my phone so that I can let Dish know the work that was done today and that your satellites were switched. I'm pretty sure that closed it out. However, I made it clear to him at the time that this solution was not acceptable and actually worse than what I had. It wasn't until the following morning that I discovered that from Dish's perspective my work order was complete and I was a happy customer. In fact, and this is really silly, they were planning to continue to charge me for locals even though I no longer have them. I'm telling you, I am just a couple of days away from being a form Dish customer after 18 years.

As soon as you sign his tablet, you did indeed close the work order and he conned you into doing that so he could get paid. The thing is that if he is a sub contractor, Also known as an RSP,or a dish internal and another tech has to come back they consider that a 12 day trouble call or what we call an R12. No technician that gives a damn about his job once one of these because they affect pay and promotion. It sounds like this guy may come from a local retailer who are not always bound by dish standards and it also sounds like he's just lazy.

I don't want to pat myself on the back but I promise you that if it was me knocking on your door the first time, the problem would've been fixed and there are a whole lot of techs that would agree with me. It's these shoddy companies and shoddy technicians that gives the rest of us a bad name.

I truly apologize for what you've been going through and I hope that it gets worked out quickly. Some of us take Best in class seriously
 
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