It is too bad csr's are NOT all on the same page. Hell sometimes they are not even the same book!!
I'm glad things finally got worked out.

I love Chat. All 4 times have been an easy experience.

Hehe.

just tried chat and love it-especially where i can get a transcript emailed...now i need to use it again cuz my new 722k just installed is showing triple!!can't say the same thing for email-sent a msg Fri afternoon and STILL no reply or acknowledgement!!

Well...I had called them in the past...& always get good CSRs...never had to call back. Recently called for Fox Soccer Channel & upgrade from Classic 200 to 250....& got someone in India.....Was very nice conversation. Once he upgraded my package...I asked once again (despite knowing what his answer will be)...if I can get HD......same Dish response...I need to talk to local retailer since I m in PR (why Dish...why u cant deal with us directly).

then he told me that I qualify for free HBO & Showtime for 3 months. Wow...I know it was there.....& that this offer had been taken by many users....but for a CSR to tell me that....I was like...well....if it free...then he can add to my account.....Free is Free....even for 3 months (wife is also happy with HBO hope not too happy in 3 months otherwise will end up paying for it)

All in all....had a very pleasent conversation with the Indian CSR. I guess I m lucky...everytime I call Dish..which is not offen...I get good CSR.

I had the same issue. Bought a receiver with a purple card. I called in and gave them the smart card # (not from the device on the TV). I called back in and was told to leave it one for about an hour to update and see if it works after that. They never asked for the software version, but I assume he thought it needed to update.

I my line of work (network admin for a company that makes software), I can understand how it can be very difficult to keep all of your tech support reps on the same page, especially considering the turnover rate in that type of position, and the fact that the really good ones tend to move on to better positions.

I'm a recent dish subscriber (had the service for just under 3 months now), and so far, I've been VERY happy with Dish customer service. I usually dread calling just about any company's customer service number, but I have been pleasantly surprised by DISH.

-SF

I just signed up with Dish today and let me tell you that the 3 different people I've talked to at Dish about equipment, programming, and joining have all been the nicest people I've spoken to in the sat business in years. This is the main issue I had with Directv that led me to Dish. Getting installed on Saturday. So far excellent customer service from Dish Network.

Not to mention, I've found Dish to be VERY accessible via Twitter as well. I'm glad to see them embracing new communications channels like that.

-SF

So far I get either "This CSR call is going nowhere." or the "This person knows exactly what they're doing." There doesn't seem to be an in-between. Sometimes its just insane crazy, like the CSR who tells me the DVR feature of my 211k can only be activated by a tech local to the receiver.... cookoo! cookoo!

mike in alaska

deathcow said:

So far I get either "This CSR call is going nowhere." or the "This person knows exactly what they're doing." There doesn't seem to be an in-between. Sometimes its just insane crazy, like the CSR who tells me the DVR feature of my 211k can only be activated by a tech local to the receiver.... cookoo! cookoo!

mike in alaska

Click to expand...

No offense, but isn't that true for just about all service related people?

I know when I was in one of our yearly training the boss sends us to with Dish they stated that the CSR has a 300% turnover rate so its no wonder a lot do not know whats what.

Iceberg, your experience was similar to mine (well, I've had such experiences 3 times). The old CSR Roulette, and for some reason the 3rd time always get the great CSR.

I'm not beating-up on the offshore CSR's, but they are a long way away and constantly read from the script of the book to solve problems and just can't relate to our situation thousands of miles away. It's as if they aren't listening, but it's just that they trying their best, but don't really know anything about a Dish Network system.

I always hang up until I get a USA CSR. 100% of the time for the last year, USA CSR's, for me, have always known what they are doing and a far more helpful and understanding, especially if we aren't going to move the massive entertainment center to do one of the troubleshooting.

I think Charlie stated in a previous quarterly earnings conference call that Dish was going to expand USA CSR centers because of complaints regarding problems not being solved by offshore CSR's. I hope Charles follows through on that.

We do have a really high turnover rate... I won't go into the reasons why. Much of the reason why you sometimes get a really good CSR or a really bad one is that the training is short and not comprehensive. We have to learn a lot out on the floor just by taking calls. We do the best that we can with what information we are given, and we get better as time goes by. But there are a ton of freshly trained CSRs out there who just don't have a clue. It's not their fault, and they are doing their best. Of course, there will be idiots or people who don't care in any customer service organization. Dish is trying to improve customer service as best they can with weekly training, but sometimes, you're just gonna get a CSR who is pissed off because they're working an 11 hour shift and told they have to stay 2 hours over. Or they've already been there for 12 hours and their brains are just fried. I really try to do everything I can for my customers, and if I am not sure of something, I double check it. I try to keep customers from paying for anything they don't have to. We have credit restrictions that we have to worry about, so some people will just refuse to give anything for free to make sure they don't go over their budget. I could go on, but I'm afraid this is long enough already