A 'GOOD' Customer Svc Experience

[Brandie]

We have been getting the dredded "Check Switch" and "Searching for Satellite" messages each afternoon lately, especially during the 5 PM local news, in the heat of the day, so to speak.

I did some research, both on this great forum, and on Dish Network's Tech pages and I learned about the possibility of an overheated LNB.

I called the 1-800 number and listened to the usual speil one get's and fully expected to end up in the Far East. Much to my surprise, a wonderful women named Debra from Houston answered. She listened as I explained what was happening and she told me it's hot in Florida and it looks like you need to have your LNB replaced.

I asked if there was a charge and was told yes, $29.00 but that she would immeditely credit it on the bill.

She scheduled a tech for between 8 & Noon on Thur, 8-23.

With all the negative comments about customer service on here of late, I thought this positive experience would be welcomed.

 

[Jim5506]

Ordinarily only the gripers post their CS experiences here. Sort of like the news broadcasts always being preponderantly bad news, because good news is not news.

 

[jdr01930]

Well. as long as we are on the subject - Several months ago my 522 was acting up. Seemed like the HD was dieing probably. I got right through to a rep with hardly any hold time. The rep was from Pennsylvania (if I remember right - but was definately an american anyway). She knew what she was doing and arranged shipment of replacement 522 quickly and without hassle.

Actually, I haven't had to call Dish that often, and maybe I've been lucky, but I've found their CSR's/support people to be much better than most. (which unfortunately isn't saying much). I hear tale of their support being outsource, but I've never had a rep with scripted responses and/or broken engish. Unlike Dell, Verizon, various cell phone providers, etc.