DIRT Support Update

[Scott Greczkowski]

Hi guys...

Since Team Summit, I have been working hard with DISH CEO Erik Carlson and others at DISH to try getting DISH Support back up to where it use to be.

One of the big issues that caused the changes with DIRT was changes (including laws) in Data Privacy. While we here at SatelliteGuys do everything we can to keep your information secure, lets face it we are on the internet just running a giant database. As hard as we try and we believe we are 99.99% sure we are secure there still is that 0.01% chance that there could be a data breach.

Users sending DISH support members have been doing so for over 8 years using our Private Message function, and that has worked good. However by today's data safety standard and laws its not acceptable for DISH to be in compliance. To me this is 100% understandable.

There are a few ideas on the table on how DISH support can provide support here and keep the data compliance they need.

There are also a few other ideas on the table as well.

For me I just want you to be able to come here and get the DISH support you have come to know for years.

I am proud that with working with DIRT, we were able to get more people upgraded to Hopper 3 systems when they first came out than ANY other DISH retailer including the big guns like Radio Shack. (And SatelliteGuys made ZERO on these upgrades... we do this as we love this technology and we love helping people!)

Now some good news... it is quite possible that as soon as later today you may see a new account online called DISH Support online. These are DISH support representatives who will be here to help you. (and going forward, they would rather be called DISH support instead of DIRT... I agree with them 100% on that one!)

But for the time being if they need customer sensitive data, they will give you a URL to click to continue you support experience. This will keep them in compliance with their customer information guidelines and policies. So please do not be alarmed or think its strange that they may ask you to go to a different website to continue to get help.

Thanks for being SatelliteGuys and we will keep working to make sure you get the Satellite Support you seek.

Thanks you Erik Carlson for your assistance and caring about our members, it is very much appreciated.

 

[navychop]

Thank you very much. I think I’ll be one of the first to use them.


Sent from my iPhone using SatelliteGuys App. For now.

 

[Tampa8]

Sounds like a doable workaround for the new (DSO)(DISH Support Online)

 

[charlesrshell]

Thank you very much. I think I’ll be one of the first to use them.


Sent from my iPhone using SatelliteGuys App. For now.

Hopper 3 time!

 

[Jon J]

Scott...Are you talking about the MyDish>support tab? If so it looks like a menu of problem area solutions but no referral to individuals like DIRT. Have I just located the wrong spot?

 

[300mag]

The last time I needed assistance they assisted me through Facebook messenger(initially sent message through their Facebook page) , I wonder how that differs from sending PM through the forum. Anyway hope they return.

Sent from my GM1917 using Tapatalk

 

[Byron56]

Can't seem to find that account - what is the best way to reach out for DISH support? Aka the old DIRT team?

 

[NYDutch]

Now that they're back online, I'm sure all of the forum's Dish subscribers join me in thanking Scott and Erik for bring the DISH Support (former DIRT) team back to the forum! Good job all around!

 

[charlesrshell]

Now that they're back online, I'm sure all of the forum's Dish subscribers join me in thanking Scott and Erik for bring the DISH Support (former DIRT) team back to the forum! Good job all around!

For sure. Thanks Scott and Erik. Good feeling to have DISH Support back with us.

 

[navychop]

They’ve posted elsewhere they can’t help us thru SatelliteGuys- so why are they here? Just to point us to Chat?


Sent from my iPhone using SatelliteGuys App. For now.

 

[TheKrell]

They’ve posted elsewhere they can’t help us thru SatelliteGuys- so why are they here? Just to point us to Chat?

It appears from the Dishanywhere failure that they can help us right here on topics that do not require our account info.

 

[navychop]

I asked about options in moving to the H3. I guess that was too close to the line.


Sent from my iPhone using SatelliteGuys App. For now.

 

[dare2be]

Chat isn't working either, apparently due to the myDish outage.

Navy, it seems that pointing us to Chat is the only option at this point until they get the "a URL to click to continue you support experience" process up and running.

 

[Scott Greczkowski]

They’ve posted elsewhere they can’t help us thru SatelliteGuys- so why are they here? Just to point us to Chat?


Sent from my iPhone using SatelliteGuys App. For now.

Due to consumer privacy laws they can not take account numbers / credit card numbers etc through our private message system.

We are working on something so we can have people work with dish and give that information here without leaving SatelliteGuys but still working on that.

The DISH support folks are monitoring the forums and answering what they can there but if it requires a customers information then they refer them to the link for continued support.


Sent from my iPhone using the SatelliteGuys app!

 

[TheKrell]

We are working on something so we can have people work with dish and give that information here without leaving SatelliteGuys but still working on that.

Great idea. Crossing my fingers.

 

[navychop]

I understand. I did not include, nor did I need to include, any personal info.

But later, maybe I’ll try again in some new method. I just don’t care to go thru a CSR without truly knowing my options first. Sometimes doing something in the wrong order can be a mistake.

I am eligible for both the military offer and the 55+ offer. Since I have the Top 250, I’d think the 55+ would be the better choice. And there are other questions.


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[Jon J]

Perhaps a DIRT member could relay my frustration with the DISH appointment system. I had an 8-10 AM arrival time appointment last Friday which was switched at the last minute to 12-4 PM when the heat index temp was expected to be near 110 degrees. I didn't want a tech dropping dead from the heat so I rescheduled to today again between 8 and 10 AM. Again, overnight, the time was changed to 12:15 to 1:30 affecting the plans we had made for after noon. I phoned to see what could be done and the phone rep as I held got the arrival time set for 10:45 to noon which showed online for a few minutes but is now back to 12:15 to 2 PM. I admire the patience of the CSRs who have to field calls from confused customers like me.

 

[Bobby]

Perhaps a DIRT member could relay my frustration with the DISH appointment system. I had an 8-10 AM arrival time appointment last Friday which was switched at the last minute to 12-4 PM when the heat index temp was expected to be near 110 degrees. I didn't want a tech dropping dead from the heat so I rescheduled to today again between 8 and 10 AM. Again, overnight, the time was changed to 12:15 to 1:30 affecting the plans we had made for after noon. I phoned to see what could be done and the phone rep as I held got the arrival time set for 10:45 to noon which showed online for a few minutes but is now back to 12:15 to 2 PM. I admire the patience of the CSRs who have to field calls from confused customers like me.

First, the Former DIRT team is now called DISH Support, they don't want to be called DIRT any longer. Second, while I admire you for thinking about the health of the tech, you should have stayed with your original appointment. As you have noted appointments can change on an hourly basis dependent of how the first calls for that tech go. You are not their only customer and some jobs simply take longer than anticipated. Just let them get to your house and do the work and all of you will be much happier.

 

[navychop]

I should note that Dish Support has contacted me and I have asked them for ADVICE, not to actually take action. Once my Plan Of Action is set, I will probably act thru Chat.


Sent from my iPhone using SatelliteGuys App. For now.

 

[Bobby]

First, the Former DIRT team is now called DISH Support, they don't want to be called DIRT any longer. Second, while I admire you for thinking about the health of the tech, you should have stayed with your original appointment. As you have noted appointments can change on an hourly basis dependent of how the first calls for that tech go. You are not their only customer and some jobs simply take longer than anticipated. Just let them get to your house and do the work and all of you will be much happier.

and as an addition to what I have already said, when you cancelled your original appointment what do you think happened to the tech? Do you think he was sent home? No, he went to another appointment instead and that customer is happy that the work was done.