Chat is unbelievably useless

[AlaJoe]

4:37 PM





DISH,
Hi, I'm the DISH virtual agent. I can help you with many things. If I can't, I'll connect you with someone who can.



How can I help you?



You,

I need a new remote. The buttons on mine require you to push really hard. I have replaced the batteries and that did not help.



DISH,
I'll connect you with someone who can help you with that.



May I have your first name so our agent will know how to address you?



You,

Joe



4:38 PM

You're now chatting with Mariciel.



Mariciel,
HI, Joe



Thank you for letting me know your concern. I'll be more than happy to assist you today.




You,

This would be for one of my 4K joeys



Mariciel,
Oh I see



What is the model ID of your remote? The model ID is located on the back of your remote near the top or near the bottom and is a two or three digit number, such as 40.0 or 54.0, 52.0



You,

I do not want the voice remote I want the 40.0



Mariciel,

Oh but this remote is 54.0?



You,

no my current remote is the 40.0



Mariciel,

I see



You,

I have been offered free upgrades to the voice remote but do not want it



Mariciel,
Its okay , I understand.



When you change channels using the receiver panel, is there no issue?



You,

no issue like that and I can program one of the other remotes in my house to it and it works fine. The problem is the remote



Mariciel,

On the Receiver Front Panel please press [LOCATE REMOTE] . Check if remote being used is beeping (usually within 15 seconds).



You,
That works fine



The buttons are just worn out



Mariciel,
Thank you for clarifying



Is there a particular button that is worn out?



You,
The skip forward and back are the worst



I have been paying $9.99 for Dish Silver protection for years can I not just get a remote replaced



Mariciel,
I understand , I just need your patience so that we can properly document the issue.



Please press system info button , and check if the remote battery level is green



You,

I have done that like I told you to begin with I put new batteries in it.



Mariciel,
Alright thank you, please press [MENU] > Settings > Remote Control > [PAGE DOWN] > [PAGE DOWN]



Is the "Infrared Reception" field is set to "On"?



You,

Yes just like it has been for years



Mariciel,
We need it to set OFF


It should be on UHF



And also check if the remote antenna is properly connected at the back of the receiver



You,

Dude If the next thing you type to me is not I am sending you a new remote I will Immediately pick up my phone and Call Dish and cancel my service. I know how this system works I do not need anything from you but a remote



Mariciel,
I understand your frustrations.


We have found that troubleshooting will diagnose and resolve most technical issues quickly. It can be a minimum of two days to five days before a replacement remote arrives, whereas following a few steps may resolve issues in minutes.



I can ship you a new remote to replace your defective one.



You,

Ship the remote



Mariciel,

Would you please verify your shipping address?



You,

XXXX XXXXXXXXX



Mariciel,

Please verify your email address to send you updates and tracking information from this order



You,

XXX@XXXXX.com



Mariciel,

There is a one time fee of 19.62 for this remote order



You,
Hell no! This is what I pay Dish protect for



If I was going to have to pay for it I could order a new one off ebay with going threw all this hassle



Mariciel,

I understand if you will allow to continue documenting the remote issue, I might be able to send you a remote for free.



You,

OK Document



Mariciel,
Thank you



Kindly check if the uhf antenna is plugged in at the Hopper



You,

Why would the antenna on the hopper matter. This is the remote to my 4K Joey and I have not disconnected any antennas



Mariciel,

That matter, if the remote antenna were not plugged in your will have remote issue as well.



You,

OK I checked it is plugged in



Mariciel,

We need to RESET the receiver Hopper first then this Joey. Please press the reset or the power button on the receiver front panel.



You,
O Hell No!



I am calling dish You are useless



Mariciel,

Sorry if you feel that way



You,

End this chat to where I can get a transcipt



Mariciel,
By the way I would like to tell you about dish scapes,Regularly $5/month, Gallery by DISH scapes will be in Free Preview from September 9 through September 30. Gallery by DISH scapes brings you a variety of nature scenes, fine art & original DISH scapes. Access over 100 videos from many different categories, with new videos added each month!



You can also access mydish.com/support or interactive DISH Channel 101 to access quick and easy troubleshooting steps that will save you time in the future.

 

[dishdude]

Like talking to a bot that just regurgitates words and phrases from other conversations.

 

[olds403]

It is almost funny, if I didn't already know the pain inflicted in chat. I feel for you.

 

[eddie willers]

The only 40.0 available are refurbs. They are $18 plus shipping from the Order From Store section on My Dish.

MyDISH

my.dish.com

I just bite the bullet, save the aggravation and pony up the dough.

 

[CyberSpock]

Check your next bill in case they charged you anyway

Sent from my SM-G965U1 using Tapatalk

 

[rvvaquero]

How did you know that Mariciel is a dude?

 

[NYDutch]

In the CSR's defense, the system may not even let them order a free remote until all the right script boxes have been checked. I'm sure they'd much rather get us off chat quicker, but may not be able to rush it.

 

[Bobby]

How did you know that Mariciel is a dude?

Would you prefer that Joe used dude/dudette!

 

[pattykay]

AlaJoe, I fully understand your frustration, and I am sorry that you had to go through all of that. Having said that, I did get several very hearty laughs while reading that transcript, so thank you for that! Your mistake was in not coming here first. I would gladly send you a 40.0 remote if you want my old one. I am getting rid of my old Hopper equipment, and I have already sent a couple of my spare remotes to other members here. My 40.0 has barely been used, and it worked perfectly the last time I used it. Just send me your address in a private conversation, and I can get this remote on its way to you.

 

[DishSubLA]

Agreed. Years ago I just started answering "Yes" or whatever response to move things along and actually do NOTHING because as a Power User (as are many on this forum), I have already done the troubleshooting. If they want me to reboot, I will stay on the phone state I am doing it, but all the while eat cookies or do stuff I need to do for a few minutes until long enough. It is the ONLY way I can keep my sanity with these interactions--except for occasional novel troubleshooting from a USA CSR via phone or with Tech level help--otherwise I will just pretend to jump through their hoops to, finally, be served as a customer.

But, there is no doubt that Dish must get tons of calls from subscribers who do NOT know a thing about their system and Dish Chat CSR's probably get a fair number of fixes going through the troubleshoot. Frankly, just about all my family who have Dish fall into this HOPELESS category and often things can be fixed going through the troubleshoot process--even a simple re-boot will fix a whole host of ills.

But I have no doubt the OP KNOWS what he is doing and certainly didn't need to go through the troubleshoot. I would suggest to the OP he adopt my method because it saves a whole lot of aggravation. I have been there, OP, and I understand, and that is why I just "pretend." Gotta say it works every time.

As someone posted, I think those older remotes are no longer offered direct from Dish, but some local retailers might have a few. FWIW, I have come to really like the 54.0 (especially as it lights up), and I can accept them as permanent replacements, but I know some people (long-time Dish subscribers) are used to and LOVE those 40.0 UHF because so many more buttons allow DIRECT control, and I love the 40.0 UHF's, too.

I don't think there is anything we can to avoid CSR's taking us through the troubleshoot becaue it is about their job security. IF you know what you are doing and a Power User, just use my method.

 

[pattykay]

...
As someone posted, I think those older remotes are no longer offered direct from Dish, but some local retailers might have a few. ...

Of course, if AlaJoe takes me up on my offer, that would be a lot cheaper than getting one directly from Dish or from any local retailer.

 

[rvvaquero]

Would you prefer that Joe used dude/dudette!

Mariciel may have preferred that, I don't really care. I was just curious how AlaJoe knew that Mariciel is a dude's name. I've never heard of it before and would have guessed it was female.

 

[Radioguy41]

Mariciel may have preferred that, I don't really care. I was just curious how AlaJoe knew that Mariciel is a dude's name. I've never heard of it before and would have guessed it was female.

Does it really matter? A prime example of someone taking a thread off on an irrelevant tangent.

 

[rvvaquero]

Does it really matter? A prime example of someone taking a thread off on an irrelevant tangent.

No, Radioguy, it doesn't matter. I was just curious. In fact, none of this matters, it's just conversation. The OP's problem doesn't matter, the OP was just venting and felt the need to post the transcript of a private conversation. Please forgive me for going off subject after the issue had been discussed a thousand times. Better yet, feel free to ignore my posts in the future.

 

[Jim5506]

The key pad on these remotes oozes silicone oil over time and that oil eventually interferes with the operation of the buttons.

If you remove the batteries and pry the remote open from the bottom, you can wash off the silicone oil with alcohol from both the underside of the rubber mat and the top of the motherboard of the remote using a cotton ball or 2 or 3, let it dry, reassemble and the remote will work as good as new.

The most difficult part is popping the remote open.

Looking at my Dish 40.0 remote I do not see any screws holding it together so sliding a credit card (an old one) between the upper and lower sections should eventually start it opening up. Ther eis a small tab on the top rear that pops off easily, but that is just cosmetic.

 

[pattykay]

Does it really matter? A prime example of someone taking a thread off on an irrelevant tangent.

I have certainly been guilty of that myself many times in this forum. At least for once, my posts in this thread were actually trying to be helpful.

No, Radioguy, it doesn't matter. I was just curious. In fact, none of this matters, it's just conversation. The OP's problem doesn't matter, the OP was just venting and felt the need to post the transcript of a private conversation. Please forgive me for going off subject after the issue had been discussed a thousand times. ...

Exaggerate much? Dude, it was in post number 6, so there had only been four replies to the OP before you went off subject.

... Better yet, feel free to ignore my posts in the future.

I for one, will not ignore your posts. I respect what everyone here has to say.

 

[pattykay]

...
If you remove the batteries and pry the remote open from the bottom, you can wash off the silicone oil with alcohol from both the underside of the rubber mat and the top of the motherboard of the remote using a cotton ball or 2 or 3, let it dry, reassemble and the remote will work as good as new.

That reminds me of what my dad had to do to one of our 40.0 remotes after our cat barfed all over it. It worked just fine.
By the way, that was not the same remote that I am offering to AlaJoe, in case anyone was thinking that. I am offering another 40.0 that I purchased as a replacement after that happened.

 

[CyberSpock]

It was a hilarious post. We seemed to zoom in on how Mariciel was referred to as a Dude. A breif lookup on the number of people who have that name, it's very rare and 100 percent women. I wonder, though, if they even use real names.

But also noticed was that the next thing the Dude typed was not sending a new remote. That should have been a cancelation by the rules set forth. Dish squeaked by on this one, assuming they send a remote, it's the right remote, and they don't charge for it.

Sent from my SM-G965U1 using Tapatalk

 

[pattykay]

...
But also noticed was that the next thing the Dude typed was not sending a new remote. That should have been a cancelation by the rules set forth. Dish squeaked by on this one, assuming they send a remote, it's the right remote, and they don't charge for it.

It was not the very next thing typed, but it was part of the same reply to the post where those rules were set forth:
" I can ship you a new remote to replace your defective one. "
Also, the rules in that post did not specify that the remote had to be free:
" Dude If the next thing you type to me is not I am sending you a new remote I will Immediately pick up my phone and Call Dish and cancel my service. I know how this system works I do not need anything from you but a remote "
Nor had the requirement that the replacement be free ever been mentioned in any post before that point. Dish squeaks by on a technicality on this one.

 

[rvvaquero]

Exaggerate much? Dude, it was in post number 6, so there had only been four replies to the OP before you went off subject.

I didn't think I was exaggerating. This subject has been brought up many, many times about how bad DISH CSR's are. There have probably been thousands of comments about it. AlaJoe was just venting. I don't think he was looking for any definitive solutions, thus leaving the thread open to comments of all types.

I didn't go off subject. I asked a simple question about something which was posted in the very first post of this thread. I guess I could have quoted the text, but didn't feel that was necessary since it was right there for everyone to see. " Dude If the next thing you type to me is not I am sending................"

I've used the Chat feature extensively over the past 10 years or so. I would use it to move my locals whenever I traveled to a new area as an RV'er. I often wondered if the chat person were female or male, since many seem to use a name which could fit either. Of course, it makes no difference, just curiosity.