I'm sure this comes as no surprise to the other long-time Dishnetwork customers out there, but their customer service process is broken.
I'm not even talking about foreign CSRs that you can't understand, or having to play CSR roulette sometimes to find a CSR with the right piece of knowledge to add a particular channel or package to your account.
No, what I'm talking about is when after a 45 minute phone call, the only answer anyone you can speak to at Dishnetwork is "Please call back in another week to see if it's fixed or not", which is the exact same answer they gave you 8 days before, the last time you called.
I did the 921 for 622 exchange back when it first became available, April 1st. The 622 was installed on April 12th. I was told at that time to wait 7-10 days for the box to send the 921 back in, after which they'd credit my account the $200.
This is where the nightmare begins.
Knowing that there was a deadline for sending the 921 back in, and knowing that they take a while to credit your account, and wanting my credit, I became concerned when the box hadn't showed up after three weeks, so I called Dishnetwork.
The CSR I spoke to said that the box had been shipped, and to wait 7-10 days more for it to arrive.
A few weeks later, after the box still hadn't arrived, I called Dishnetwork back again. The second time they said the box hadn't even been sent yet because of a mistake and that they'd have it sent, so wait a couple more weeks again.
One June 12th (two months after the install, now), I was told that a mistake was made, but they gave me an RMA number (#13825979)and again told me to expect shipping stuff in the next 7 to 10 days at the most.
On June 30th (after still nothing), I sent an email to ceo@dishnetwork.com recounting the whole thing.
On July 17th, not having heard anything, I sent a follow-up email asking about it and copying the original email.
After a few more days of waiting, I called again. This time a CSR generated a shipping label (no box to ship it back in, but at least I'd have an address and UPS label to ship it with) and sent it to me. This CSR mentioned that once the 921 was returned, the executive office would have to process the credit because it was likely going to be past their original return time-frame, but that she'd make a note in my account to that effect so that it would get done.
On July 23rd, I finally got the shipping label and shipped the box back on July 24th. UPS has Dishnetwork's facility receiving the box on July 27th (UPS Tracking number 1Z 72V 759 06 7075 089 8). Included in the box was a brief accounting of the problem, all the relevent account/RMA/etc... numbers and a request to expedite the $200 account credit.
On August 21st, having allowed Dishnetwork plenty of time to credit my account, but seeing that they hadn't yet, I called and spoke to yet another CSR. This CSR said that they would refer it to the Executive Office and that I should call back in a week to find out the status, since they won't contact me.
So I called again today(the 29th), which resulted in the before mentioned 45 minute call, speaking to a CSR and then a supervisor (you know, the regular routine), who concluded that nothing had been done in the last week, but today they managed after a long hold period to have the executive office refer the matter to the promotions department.
Will they have someone in either department call me to let me know when it's taken care of? No. Can I call anyone in the executive office or the promotions department to ask them directly about it? No.
What am I supposed to do next, if the credit still isn't applied? Of course I am told that the only thing I can do is to call back again in 7-10 days.
Can the CSR or the CSR supervisor do anything to help me get an actual resolution, within Dishnetwork's current process? It doesn't appear so.
At what point do you file a small claims court lawsuit, just so that their legal department will tell them to give me my credit?
I live close enough to Colorado to be able to drive there and back in about 12 hours, do I need to go in person to Dishnetwork's offices in order to get past their broken customer service process?
This isn't the first time I've gotten the "call back in 7-10 days" runaround on an issue, although granted it's now my personal new record for calling back about the same issue over and over again.
At some point a CSR supervisor needs to have a process with which they can take an issue that has taken over 4 months and get someone who has the authority to deal with it to actually deal with it immediately.
That process apparently doesn't currently exist and it's a major reason why Dishnetwork's customer service doesn't work properly. Think of the amount of employee time they are wasting by dragging people's issues out over multiple 7-10 day cycles?
Anyone have a better solution?
I'm not even talking about foreign CSRs that you can't understand, or having to play CSR roulette sometimes to find a CSR with the right piece of knowledge to add a particular channel or package to your account.
No, what I'm talking about is when after a 45 minute phone call, the only answer anyone you can speak to at Dishnetwork is "Please call back in another week to see if it's fixed or not", which is the exact same answer they gave you 8 days before, the last time you called.
I did the 921 for 622 exchange back when it first became available, April 1st. The 622 was installed on April 12th. I was told at that time to wait 7-10 days for the box to send the 921 back in, after which they'd credit my account the $200.
This is where the nightmare begins.
Knowing that there was a deadline for sending the 921 back in, and knowing that they take a while to credit your account, and wanting my credit, I became concerned when the box hadn't showed up after three weeks, so I called Dishnetwork.
The CSR I spoke to said that the box had been shipped, and to wait 7-10 days more for it to arrive.
A few weeks later, after the box still hadn't arrived, I called Dishnetwork back again. The second time they said the box hadn't even been sent yet because of a mistake and that they'd have it sent, so wait a couple more weeks again.
One June 12th (two months after the install, now), I was told that a mistake was made, but they gave me an RMA number (#13825979)and again told me to expect shipping stuff in the next 7 to 10 days at the most.
On June 30th (after still nothing), I sent an email to ceo@dishnetwork.com recounting the whole thing.
On July 17th, not having heard anything, I sent a follow-up email asking about it and copying the original email.
After a few more days of waiting, I called again. This time a CSR generated a shipping label (no box to ship it back in, but at least I'd have an address and UPS label to ship it with) and sent it to me. This CSR mentioned that once the 921 was returned, the executive office would have to process the credit because it was likely going to be past their original return time-frame, but that she'd make a note in my account to that effect so that it would get done.
On July 23rd, I finally got the shipping label and shipped the box back on July 24th. UPS has Dishnetwork's facility receiving the box on July 27th (UPS Tracking number 1Z 72V 759 06 7075 089 8). Included in the box was a brief accounting of the problem, all the relevent account/RMA/etc... numbers and a request to expedite the $200 account credit.
On August 21st, having allowed Dishnetwork plenty of time to credit my account, but seeing that they hadn't yet, I called and spoke to yet another CSR. This CSR said that they would refer it to the Executive Office and that I should call back in a week to find out the status, since they won't contact me.
So I called again today(the 29th), which resulted in the before mentioned 45 minute call, speaking to a CSR and then a supervisor (you know, the regular routine), who concluded that nothing had been done in the last week, but today they managed after a long hold period to have the executive office refer the matter to the promotions department.
Will they have someone in either department call me to let me know when it's taken care of? No. Can I call anyone in the executive office or the promotions department to ask them directly about it? No.
What am I supposed to do next, if the credit still isn't applied? Of course I am told that the only thing I can do is to call back again in 7-10 days.
Can the CSR or the CSR supervisor do anything to help me get an actual resolution, within Dishnetwork's current process? It doesn't appear so.
At what point do you file a small claims court lawsuit, just so that their legal department will tell them to give me my credit?
I live close enough to Colorado to be able to drive there and back in about 12 hours, do I need to go in person to Dishnetwork's offices in order to get past their broken customer service process?
This isn't the first time I've gotten the "call back in 7-10 days" runaround on an issue, although granted it's now my personal new record for calling back about the same issue over and over again.
At some point a CSR supervisor needs to have a process with which they can take an issue that has taken over 4 months and get someone who has the authority to deal with it to actually deal with it immediately.
That process apparently doesn't currently exist and it's a major reason why Dishnetwork's customer service doesn't work properly. Think of the amount of employee time they are wasting by dragging people's issues out over multiple 7-10 day cycles?
Anyone have a better solution?