Dish Customer service is awful. I am happy with the satellite service now, but the customer service is some of the worst I have ever experienced.
True story, started a month ago.
I was a long time dish subscriber, wanted to move from a 522 to a 622 for my new HDTV.
Call late at night, thinking I could beat the crowds. Went through the entire ordering and upgrade process, received a order number, organized for the installation and hung up.
Next night I had a question, so I called back. This time the CSR puts me on hold, and never returns, in fact I get the disconnected signal sound. So I call back. She puts me on hold again, and again I get disconnected. The next call I insist I don't get put on hold. She pulls up my account, and there IS NO indication of my order having been placed. They show that I was inquiring, but no order. Even worse!!!! They have already charged my credit card the $199 for the upgrade, but they don't have the order in the system!!!
So furious, I go through the entire order process again, explaining that I don't want to be charged twice for the upgrade. At the very end the CSR's PC crashes, and she asks if I want to hold or call back. I tell her I want to hold on, and after 15 minutes waiting, she tells me she has everything scheduled and the order is in. So I hang up.
2 days later, I call back again, to make sure everything is fine. AGAIN!!!!! the CSR informs me that there is currently no order in the system for me. She tells me that the CSR from 2 days before must have had system problems again. So for the THIRD time I got through the entire order process. By now I can barely believe how incompetent they are. And you think they would want to upgrade customers.
So I finally get my new 622 installed, and everything is wonderful. However the receiver keeps rebooting on its own. So 4 days later and after lots of work with the Technical group, they agree to send me a new 622. The guy on the phone tells me that there will be a $15 charge for shipping. I tell him that is crazy since this is a new install and they gave me a defective receiver. Finally he agrees to waive the fee.
A few days later I get my new 622, set it up, everything is working much better. But now I check my Bill. Luckily only 1 $199 charge, but they have the $5 fee for no phone line hookup, a $15 shipping fee (that the guy told me he would waive) and some kind of $19 receiver fee. I call billing, and they tell me that the $15 shipping fee and the $19 receiver fee is there because I haven't yet sent my old receiver back. (I am sure this is absolute rubbish, as it doesn't make any sense) As for the $5 (no phone) fee, they have to transfer me to tech support. So I am waiting, finally get tech support, the guy grills me and treats me like I don't know how to plug in the phone line, I insist that I have run the diagnostic on the phone line and it is working fine, and he finally agrees to amend my Bill.
Well guess what, 2 days later, my receiver is now back at Dish, and they still (of course) have not removed the $5 (no phone) fee, and the $15 shipping and the $19 receiver fee. The tech guy told me that the $5 fee would be removed, and of course it wasn't. Now I have to call back again, and get them to remove all these fees. I am at a loss as to how they can run a business this way.
I am VERY happy with the picture quality of the HD channels etc, and have been a loyal Dish customer for a long time. I just can't believe how they deal with this stuff. Anyway, I am now sending this to ceo@dishnetwork.com as well. They need to know how they are presented by their CSR's.
True story, started a month ago.
I was a long time dish subscriber, wanted to move from a 522 to a 622 for my new HDTV.
Call late at night, thinking I could beat the crowds. Went through the entire ordering and upgrade process, received a order number, organized for the installation and hung up.
Next night I had a question, so I called back. This time the CSR puts me on hold, and never returns, in fact I get the disconnected signal sound. So I call back. She puts me on hold again, and again I get disconnected. The next call I insist I don't get put on hold. She pulls up my account, and there IS NO indication of my order having been placed. They show that I was inquiring, but no order. Even worse!!!! They have already charged my credit card the $199 for the upgrade, but they don't have the order in the system!!!
So furious, I go through the entire order process again, explaining that I don't want to be charged twice for the upgrade. At the very end the CSR's PC crashes, and she asks if I want to hold or call back. I tell her I want to hold on, and after 15 minutes waiting, she tells me she has everything scheduled and the order is in. So I hang up.
2 days later, I call back again, to make sure everything is fine. AGAIN!!!!! the CSR informs me that there is currently no order in the system for me. She tells me that the CSR from 2 days before must have had system problems again. So for the THIRD time I got through the entire order process. By now I can barely believe how incompetent they are. And you think they would want to upgrade customers.
So I finally get my new 622 installed, and everything is wonderful. However the receiver keeps rebooting on its own. So 4 days later and after lots of work with the Technical group, they agree to send me a new 622. The guy on the phone tells me that there will be a $15 charge for shipping. I tell him that is crazy since this is a new install and they gave me a defective receiver. Finally he agrees to waive the fee.
A few days later I get my new 622, set it up, everything is working much better. But now I check my Bill. Luckily only 1 $199 charge, but they have the $5 fee for no phone line hookup, a $15 shipping fee (that the guy told me he would waive) and some kind of $19 receiver fee. I call billing, and they tell me that the $15 shipping fee and the $19 receiver fee is there because I haven't yet sent my old receiver back. (I am sure this is absolute rubbish, as it doesn't make any sense) As for the $5 (no phone) fee, they have to transfer me to tech support. So I am waiting, finally get tech support, the guy grills me and treats me like I don't know how to plug in the phone line, I insist that I have run the diagnostic on the phone line and it is working fine, and he finally agrees to amend my Bill.
Well guess what, 2 days later, my receiver is now back at Dish, and they still (of course) have not removed the $5 (no phone) fee, and the $15 shipping and the $19 receiver fee. The tech guy told me that the $5 fee would be removed, and of course it wasn't. Now I have to call back again, and get them to remove all these fees. I am at a loss as to how they can run a business this way.
I am VERY happy with the picture quality of the HD channels etc, and have been a loyal Dish customer for a long time. I just can't believe how they deal with this stuff. Anyway, I am now sending this to ceo@dishnetwork.com as well. They need to know how they are presented by their CSR's.