Dish Customer Service

[mickown]

Thank you for being a valued Dish Network customer. I will be happy to assist you today.
(04-03rf) Phillip M.YWR: How can I provide you with the best value and service today?
Me: My DVR has lost functionality (VIP722). It still serves as a receiver, but any record function and previous recordings are unaccessable.
(04-03rf) Phillip M.YWR: I’m very sorry to hear that you are having an issue. I’d be happy to resolve that for you.
(04-03rf) Phillip M.YWR: How long have you had this problem?
Me: Since, Saturday
(04-03rf) Phillip M.YWR: Have you experienced any severe weather, moved any of the equipment, or noticed any other changes that may have caused this problem?
Me: My family and I went on vacation last week, so I unplugged the TV and DVR in case there was severe weather while we were gone. I have unplugged and waited and plugged back in, as well as resetting it using the power button. Nothing helps.
(04-03rf) Phillip M.YWR: Have you experienced any severe weather, moved any of the equipment, or noticed any other changes that may have caused this problem?
Me: My family and I went on vacation last week, so I unplugged the TV and DVR in case there was severe weather while we were gone. I have unplugged and waited and plugged back in, as well as resetting it using the power button. Nothing helps.
(04-03rf) Phillip M.YWR: Have you experienced any severe weather, moved any of the equipment, or noticed any other changes that may have caused this problem?
Me: I have answered that twice now
(04-03rf) Phillip M.YWR: No you haven't, that does not answer my question, that is why I asked again!
(04-03rf) Phillip M.YWR: If you answered it then I wouldn't ask for it again
Me: no severe weather
Me: no I haven't moved anything
Me: My family and I went on vacation last week, so I unplugged the TV and DVR in case there was severe weather while we were gone. I have unplugged and waited and plugged back in, as well as resetting it using the power button. Nothing helps.
(04-03rf) Phillip M.YWR: Ok, so now severe weather, and you haven't moved anything is the answer I was looking for, vacation means nothing to me, because that doesn't tell me what changed!!
(04-03rf) Phillip M.YWR: Can you please describe exactly what is on the television screen now? If there is an on screen message, please include the 3 digit number in the top right corner.
Me: i was letting you know that the unit was unplugged for several days. You asked if anything else had changed, so i answered you several times
Me: when it first powers on, i see error 311
Me: if i press the DVR button, I see error 024
(04-03rf) Phillip M.YWR: You answered only once thanks!
(04-03rf) Phillip M.YWR: Please unplug your receiver from the outlet and leave it unplugged for 15 seconds. Plug it back in, you may have to power the receiver back on. This may take up to 2 minutes.
Me: I have already done that as I have explained 3 times
(04-03rf) Phillip M.YWR: Please unplug your receiver from the outlet and leave it unplugged for 15 seconds. Plug it back in, you may have to power the receiver back on. This may take up to 2 minutes.
Me: Are you unable to scroll up and see that I have answered and explained that I have already done that several times
(04-03rf) Phillip M.YWR: Please unplug your receiver from the outlet and leave it unplugged for 15 seconds. Plug it back in, you may have to power the receiver back on. This may take up to 2 minutes.
Me: Done
(04-03rf) Phillip M.YWR: Please unplug your receiver from the outlet and leave it unplugged for 15 seconds. Plug it back in, you may have to power the receiver back on. This may take up to 2 minutes.
Me: I have done that
(04-03rf) Phillip M.YWR: Please unplug your receiver from the outlet and leave it unplugged for 15 seconds. Plug it back in, you may have to power the receiver back on. This may take up to 2 minutes.
Me: That is enough. I have repeatedly answered your questions. You are reluctant to help and I am only receiving attitude. I am emailing a copy of this transcript to Dish Network for review.
(04-03rf) Phillip M.YWR: I have tried helping you but you are not willing to do what I have asked
Me: I have told you REPEATEDLY that I HAVE done that
(04-03rf) Phillip M.YWR: Not with me
(04-03rf) Phillip M.YWR: You have done nothing that I asked with me
Me: You need only use your scroll button on this conversation to see that I have
(04-03rf) Phillip M.YWR: Not with me, you said you have done it before! Not when I asked you to, you acted like you did, because you do not want to do it again, but you never really did
Me: You are now calling me a liar
(04-03rf) Phillip M.YWR: Ok
(04-03rf) Phillip M.YWR: Is there anything else I can assist you with today?
Me: No you have not been helpful in any way
(04-03rf) Phillip M.YWR: Is there anything else I can assist you with today?

 

[RandallA]

Wow, so it wasn't just me. Customer service is going down hill fast.

 

[Bobby]

That is pathetic.....

 

[priester68]

Wow. I would have ended that chat about halfway through. Thank goodness I've had nothing but great experiences with Dish CSR's. (knocking on wood now)

 

[turbosat]

Was that a human or a computer with some type of voice-recognition software?
Brings back very bad memories, I'm so glad I dropped that pay-for frustration-service.

 

[mickown]

I was extremely upset and it was all I could do to control my increasingly maddening rage. The worst part, of course, is that my problem was not resolved.

 

[navychop]

Yes. Min wage or trying out new voice recognition s/w written in Snotty.

Time for CSR roulette or go direct to tech support.

 

[mickown]

The bad part was that WAS tech support.

 

[navychop]

OUCH!

 

[vaylon]

I think even some of their chat support comes from Idia.

 

[mickown]

I was so mad. I had to post this to get other opinions. I was furious, so I was not sure if I was being unreasonable. I see now that it was not just me.

 

[bobvick]

Have you forwarded a transcript of that chat to CEO at disnetwork dot com? If not, I would if I were you. There is no excuse for any one in customer service being that incompetent and rude. That is bad even for Dish.

 

[mickown]

Yes, thanks, I forwarded the transcript immediately to CEO. I hope, at least, that they acknowledge that their representative handled things poorly.

 

[KAB]

Don't EVER do CHAT for tech support. What were you thinking???

You went off their script. You were dumb to to that, IMO. You are a bit of a Freshman, but still??? Use your head.

Call and talk to a live Tech rep!!

 

[Laddyboy]

My sympathies for getting a jerk. Call and select tech support from the phone menu. You got an idjit working from a script and likely wouldn't have been able to solve your issue anyway.

 

[Mr Tony]

I've done chat to tech support before when I had to do the 311 to 322 swap for my dad and then the card upgrade. Rep on chat was very thorough and helped me the whole way.

 

[mickown]

Perhaps I was "dumb" to do that, although I think that may be a bit harsh. If there is a chat offered for tech support, I assume that there is no difference between that and talking on the phone. My children were running around, so I thought it would eliminate background noise to use the chat. That may have been naive, however, I have not had problems before with Dish that I have had to use tech support for. I realize that there is a hard drive problem, and was really just looking for them to identify it and send a new unit. I thought it would be quick and easy. I guess I was "dumb."

 

[Mr Tony]

If there is a chat offered for tech support, I assume that there is no difference between that and talking on the phone.

correct there usually isnt

But sometimes you get a turnip on the other end who wont listen. You might want to try CSR roulette. Maybe a good one will come on line

 

[RandallA]

Perhaps I was "dumb" to do that, although I think that may be a bit harsh. If there is a chat offered for tech support, I assume that there is no difference between that and talking on the phone. My children were running around, so I thought it would eliminate background noise to use the chat. That may have been naive, however, I have not had problems before with Dish that I have had to use tech support for. I realize that there is a hard drive problem, and was really just looking for them to identify it and send a new unit. I thought it would be quick and easy. I guess I was "dumb."

I don't think the problem was using the chat, the problem was that you got an idiot. I got another one last night and I got very upset too.

 

[KAB]

I don't think the problem was using the chat, the problem was that you got an idiot. I got another one last night and I got very upset too.

I disagree about the Chat. You sit there and type...then wait. They sit there and type...then wait. All both of you are doing are typing...and waiting. How DUMB! Spoken words, with emphasis and clarity and IMMEDIATE response...trumps typing any day.