From an installer, thanks again Dish...

[brad1138]

We are an authorized Dish & DirecTV retailer. We sell and install all our own equipment. We try to educate our customers to call us and not Dish or DirecTV when they have a problem. Unfortunately our customers still occasionally call Dish and they and we get screwed over by the idiot CSRs.

That really isn't what I am complaining about, when our customers call us, we can schedule them right away. When they call dish, Dish schedules it and tells us when we have to be there. We get about 1 svc call a month from/through Dish. But it NEVER fails, if there is a holiday, we will get a service call for that day. As of noon today I was off for a 4+ day weekend, our office is closed. Of course at 4pm July 3rd we get a service call for July 4th pm!

I so wish there was someone at Dish I could call and tell them to F off when they do that. I am going to my in-laws tomorrow and will be hours away, but I will have to show up if we can't get a hold of the customer today and reschedule it.

Just venting a bit, thanks.

 

[GaryPen]

Ironically, the customer is probably inconvenienced, too. I've read a number of posts wherein the customer didn't want a call on the holiday, but the Dish CSR insisted, saying it was the only time available.

 

[stardust3]

That's odd...... Here's a screenshot from the retailer care site stating holiday hours.



What a joke cause you know tons of retailers, csr's & installers both sub & inhouse have full schedules tomorrow.

 

[SomeDishGuy]

We are an authorized Dish & DirecTV retailer. We sell and install all our own equipment. We try to educate our customers to call us and not Dish or DirecTV when they have a problem. Unfortunately our customers still occasionally call Dish and they and we get screwed over by the idiot CSRs.

That really isn't what I am complaining about, when our customers call us, we can schedule them right away. When they call dish, Dish schedules it and tells us when we have to be there. We get about 1 svc call a month from/through Dish. But it NEVER fails, if there is a holiday, we will get a service call for that day. As of noon today I was off for a 4+ day weekend, our office is closed. Of course at 4pm July 3rd we get a service call for July 4th pm!

I so wish there was someone at Dish I could call and tell them to F off when they do that. I am going to my in-laws tomorrow and will be hours away, but I will have to show up if we can't get a hold of the customer today and reschedule it.

Just venting a bit, thanks.

Brad, I'm sorry you got stuck on your vacation day, and I know your beef isn't with the CSRs on this, but I can tell you, as a former CSR (and some other positions above that), that a lot of customers will wail and scream if they have to go more than 24 hours without service. I can tell you, to a CSR, it's numbers on a screen, and nobody chooses July 4th intentionally to stick it to techs (or retailers). I've set up tech visits for holidays, and have also worked to convince a customer to choose another time.

I'm privy to calls today (either I took them, listened to them, or something I won't disclose on the forum) where tomorrow was the soonest available, and the customer insisted on that day. More than a few customers would even be angry that we wouldn't set up something for tonight.

I've never run across an agent who would insist on the customer taking the soonest available appointment, they're trained to inform of available times, and schedule based on the customer's preference and availability. If a customer were to state they didn't want a particular time, and the agent attempted to force it, or insist, they'd better hope local or national QA isn't listening.

I've been a CSR, and I've had customers that, during the process of setting up a tech, have said "Well, so-and-so installed this system for me, gave me his card, and asked me to call him if I have a problem" and my response always was that I'd simply notate the account, and the customer could call back and schedule a tech visit if they were unable to get a resolution from that tech they had worked with.

Back to the holiday, I really wish Dish were closed. Would it really kill a customer to hear "We're sorry, we here at Dish wish to let our employees spend (insert holiday) with their families, and we'll be closed today, please call us tomorrow so we can help you". Wait...some customers would scream bloody murder, but I do think some folks would benefit from spending a few hours outside.

(and the legal disclosure...the opinions expressed here are my own, and are not meant to represent Dish in any way, shape, or form. I speak as an individual, and not as an employee of Dish)

 

[Scherrman]

It never seems to fail for us either. We always get one for Memorial Day. We always call the customer to reschedule and more times than not the customer did not request the service for that day. For some reason the CSR tells them it's no problem and we would be glad to.

Luckily the customer has no issue with us coming the following day.

 

[brad1138]

SomeDishGuy- I'll take you at your word for what you do/did, but just about every time we get a call on a holiday, the customer tells us, they didn't want it that day, but the CSR insisted. They usually say they can't believe we are made to work on holidays like the 4th or Xmas.

And it is whoever is in charge of scheduling, screwing the retailers. Like I said, we get about 1 a month, but if there is a holiday we get one about 75-80% of the time. That is not just coincidence. Dish makes their techs work 365 days a year, one of the main reasons they were voted worst company to work for. I don't work for a company that makes us work holidays, I don't even work weekends, but I believe that the scheduler/router at Dish or DNSC, whatever you want to call him/her, loves to stick us with jobs we can't refuse on holidays.

I don't have to take this job, but I know if we don't get it done, it reflects negatively on us and can cost us over $1000/month in lost residuals. So I take one for the team and take care of it.

FWIW, we got a hold of the customer and I took care of it yesterday evening. I drove 45 minutes to his place and his TV was on the wrong channel...

My boss asked, why can't we charge people for being stupid, why is that our fault/responsibility. But that is a whole different discussion.

Brad

 

[Blackloz]

Holidays should be greyed out and non selectable for install dates. I know a friend who is a csr for a different company and he tells customers that try to book for holidays that they are all booked for that day and sets them up for a different day.

 

[Annie61]

Last year when I was still with Dish I was having my roof replaced. The roofers said that I should request Dish come over to make sure it was still aligned properly after they were done. They said "just in case" make the appt. I called Dish Customer Service and they said oh we can send someone on Memorial Day (they actually told me the date, I knew it was a foreign call center because she told me afterwards) I was like that's Memorial Day "Oh dates don't matter to us we work 24/7 the tech's don' t mind" I said it wasn't that important so they can come another day. No matter what I wouldn't want someone coming over on a holiday. By the way TV is way important, but not THAT important to me! . The roofers did a good job and the dish didn't need to be re-aligned. So I cancelled the appt anyway (in enough time as to not inconvenience a tech, so he could be re-scheduled for something that actually needed to be done) Maybe I'm in the minority but I still can't believe people would really need it done on a holiday.

 

[Kraven]

FWIW, we got a hold of the customer and I took care of it yesterday evening. I drove 45 minutes to his place and his TV was on the wrong channel...

To paraphrase, you ranted about having to work on July 4th which clashed w/ your vacation plans (I'll admit i'd be upset to)..but now stated you did the job the evening before?

My real problem here is you calling people "idiots" which you seem to do often. Not everyone is tech-savy, and if someone isnt' faillair with the TV, it does not make them an idiot.

Cheers, K

PS- If the TV was on the wrong channel, Dish tech support should have figured it out.

 

[dishfan82]

I'd agree as well. There's no need for Techs to work on the 4th of July. If my service went out on July 3rd and a tech could be out the 4th I'd decline and ask for the 5th. Living without tv for a day and half isn't a deal breaker for me. I worked Labor Day and Memorial Day but not until night time 9:30 pm. I still can enjoy the days though. Verizon wireless reps aren't excluded from working on holidays either. My wife works in a hospital and she has to work 4 holidays a year but gets to pick which ones she wants. She has to do it before the next year so she knows which ones she'll be working. Certain professions like people in the medical field are an exception.

 

[skyviewmark]

To be honest.. For the amount of money Dish pays me each month to maintain my customers under the service plan, I will go kiss their feet on Christmas morning if that is what they want.. I get maybe 1 or 2 calls a month.. Not going to say how much that comes out to per service call.. But it's good pay.. If I have to go out of town for some reason, I just pay someone to go do the call.. And I still come out ahead.. If you are in this business to make money and take care of your customers, then there should no be any complaints about this policy which has been in effect for years..

 

[TheKrell]

TMy real problem here is you calling people "idiots" which you seem to do often. Not everyone is tech-savy, and if someone isnt' faillair with the TV, it does not make them an idiot.

Sure it does! How long have we had TVs in our lives? I reserve "brain damaged idiots" for truly exceptional idiocy, not the everyday kind where the joker can't keep his TV tuned to his satellite receiver.

 

[jbrooks987]

Those that may have been tech savvy at one time might now be dealing with health issues that affect brain function. Beware - YOU may be next...

 

[Kraven]

Sure it does! How long have we had TVs in our lives? I reserve "brain damaged idiots" for truly exceptional idiocy, not the everyday kind where the joker can't keep his TV tuned to his satellite receiver.

Dude....give grampa a SmartTV for Xmas and see what happens... these ain't like the old black and white tube days.
The old man has 2 masters degrees and a very successful businessman. His new TV lasted 10 minutes before he brought it back.
We youngr guys are pretty good at this stuff, older ones, not so much.

However I stand by my point that IF the TV was in fact on the wrong channel, Dish tech support should have fixed it.

 

[Kraven]

Those that may have been tech savvy at one time might now be dealing with health issues that affect brain function. Beware - YOU may be next...

Am half way there now...

 

[SomeDishGuy]

Dude....give grampa a SmartTV for Xmas and see what happens... these ain't like the old black and white tube days.
The old man has 2 masters degrees and a very successful businessman. His new TV lasted 10 minutes before he brought it back.
We youngr guys are pretty good at this stuff, older ones, not so much.

However I stand by my point that IF the TV was in fact on the wrong channel, Dish tech support should have fixed it.

I agree that the Dish tech support (either the frontline or advanced tech support) should have worked to fix it. But, I can tell you, some people, even with slow, simple instructions, can NOT process the info. I have talked to MANY elderly people with the dreaded b/b/s (black screen/blue screen/snowy screen), who are unable to "get it". Ask them to walk to their TV, and tell you what buttons are on the TV, they'll look right past the input button (or it may be called source, or TV/video) and tell you there isn't one. They'll tell you their TV has no buttons at all. They'll tell you their TV has no power buttons. They'll tell you the TV is on, when it's off. They'll press the wrong button on the remote even when told three times, slowly, what button to push. They'll push buttons on the TV remote when asked, slowly, to press buttons on the Dish remote.

I remember telling one guy who couldn't understand something like this:

"Okay, sir, what I need you to do is take the TV remote, it says Magnavox. Do you have that remote? (customer says yes) Okay, I want you to put that remote on the kitchen table and come back to this TV when your done. (cust says he did so) Okay, sir, I need you to pick up the DISH remote. Sir, do you have the DISH remote in your hand (customer says yes). Okay, sir, I need you to find the SAT button on the DISH remote. It's white and in the top left corner. Do you see it? (cust says yes). Okay, press and release that SAT button. Okay, now I need you to press the menu button on the DISH remote. That button is on the top left, below the SAT key, and has three lines on it. Sir, did you press the menu on the DISH remote? (cust says yes) Okay, sir, what do you see on your screen?" Customer proceeds to describe a television menu, picture/captions/setup/etc. "Sir, what does the remote say that is in your hand?" Customer says Magnavox.

Point of the story? There are some people that simply can NOT follow directions, due to age and/or mental capacity.

By the way, I'm not going to defend all the frontline agents (also known as CSR), many of them have no clue when it comes to the tech side of things. They may (or may not) be able to explain your bill, tell you about another programming package, but many are terrified of the tech side of things.

Also, until I figure out how to add a signature, I'll say again, my posting here is strictly my personal opinions, and does not represent Dish in any way, shape or form. Blah, blah, blah...

 

[DishSubLA]

Well, Dish should really design a system that considers the plans of retailers. Perhaps having a few "open" for holiday installs or tech visits that can cover a for the "closed" ones. There are some people who would GLADLY work holidays because they need or want what ever little extra it pays. Further, some customers actually PREFER a holiday install or other tech visit because it is the one day they don't lose wages from missing work or use a sick day or just plain piss the boss off by not being at work--for any reason. It is always best to get services on a holiday than having to skip work, and I've come across this from many people. Like it or not, TV service is a 24/7 operation and when customers are paying nearly $100 per month they expect their reception of TV service 24/7, and Dish is reluctant to credit the loss of the reception for whatever period, but Dish may in the end. This service on holidays DOES have the effect of customers seeing Dish, not as ogres, but as a company putting customers, who pay a boat load of money each day for a 24/7 service, FIRST, and appreciates that TV may be extremely important for some (elderly who have nothing else, those with family coming over for the holiday and expecting to watch the games on TV, etc.). The problem is if the shoe REALLY were on the other foot, those making the case, would HOWL about what service or labor they think is important. It's too easy to see things from only ONE side of the fence, and the hostility and condescending attitude of those complainers affirms that they just don't care, but only for themselves. They may be in the wrong business. Dress shops and cobblers and banks have the hours that best suit some, but NOT this business, which is HIGHLY competitive and Dish can't afford to just take a day off with their low net new subs. If you can't take the heat, find a new job in a different industry. May one suggest government and even education where they get LOTS of days off and a job for life so long as you show up on time and don't leave too early. No chance working any holidays there. In fact, I know people who have chosen those industries (gotten the proper degrees and training) for precisely those reasons. They weren't gonna a work for no law firm expecting them to work 70+ hour weeks.

Let's not become like the French Socialists and their Socialists unions who DEMAND and INTIMIDATE businesses from operating on weekends and the many "Saint" holidays. Heaven help the poor shop owner who dares to operate on a holiday because he thinks his customers may need his services, and that shop owner wishes to profit from his goods and services while meeting the needs of his customers because the Socialist Union "police" bear down upon that shop like the criminals who demand protection money. Meanwhile, when France experimented with businesses operating on Sundays (believed to be a HOLIDAY in France, along with Saturdays), for example, the one place, with many retailers, that was allowed open, was OVERWHELMED as French citizens drove in from miles around and not enough parking, a MAD HOUSE as customers explained this virtual holiday of Sunday was the ONLY day they had the time to get their necessary shopping done, working during the week and caring for kids. Employees were GRATEFUL for being able to work on these FORBIDDEN days because for one lad it allowed him to attend college, but also PAY for his education working the only days he was free to do so. One could argue that those people could have gone without their purchased goods for another day or so, but such thinking that requires arrogance and an imposition of what we think is important upon others who may have a different view because we do not all live the same lives. Let's close the groceries on weekends, as well. With good planning and knowing when the stores will be closed (We have no such scheduled or warning of when our TV service will cease operating), we can get by without the supermarket or any place open for a few days. They've done it in Europe for DECADES, but I can hear the arguments about how the supermarket or other retail places or services are different than TV service. But they really aren't. Do we really want to back to the days when banking hours were 10AM - 2PM and no way to get cash from the bank on the weekend, but we planned for it on those days. So, one would suppose we could all get along with whatever for a few days.

I had a small leak in the kitchen that every time I turned on the water, small pools would drip from the broken pipe and had already warped a small part of the floor. No, not a big problem, but it was MY floor and I NEED to use the sink and turn on the water, but the plumber didn't want to come even though I would pay the extra for "emergency" repair, as was my option. I wasn't going to endure anymore water damage to the kitchen floor, no matter how small and limited it was and an extra day would not have made much of a difference, but I wasn't going to risk more of the pipe breaking, but the plumber didn't really want to come out right away, and I understand his feelings because it WASN'T HIS FLOOR. He didn't care, but I did. He came right away. The point was that to him what is a little warping on the floor that wasn't his and for which he would not have to pay for its repair as it got worse with each use of the water, but it was important to me and the option of coming out right away was available. Trying to worm out of such an option really means you should not offer it at all. I'll gladly take my business elsewhere who will come without hesitation. Which plumber would you call for future services? We are a demanding society where SERVICE makes all the difference in the world for success of businesses, particularly for the highly competitive TV service biz.

 

[TheKrell]

I actually have a lot of sympathy for people who cannot keep their TVs on the right channel, especially when they have a good excuse. I set up Sky Angel on an old Dish receiver for my mother, just so she could watch TBN. She only wanted that one channel! Yet the TV would inexplicably get its channel changed with me 300 mi away, and I had to talk a friend through the process over the phone. The operation of one receiver on one channel with one TV was beyond her. Turns out she had early Alzheimers.

 

[rexlan]

To paraphrase, you ranted about having to work on July 4th which clashed w/ your vacation plans (I'll admit i'd be upset to)..but now stated you did the job the evening before?

My real problem here is you calling people "idiots" which you seem to do often. Not everyone is tech-savy, and if someone isnt' faillair with the TV, it does not make them an idiot.

Cheers, K

PS- If the TV was on the wrong channel, Dish tech support should have figured it out.

I agree.

Seems OP just needs to decide if he wants the work or not. It really is just that simple. If his personal time is so important then he should tell Dish to take a hike and he is only open 8-5 M-F. Dish is a 24/7 operation - if you are a part of the team then so are you.

I certainly hope all the good sayers here NEVER expect to run to the store, buy gas, eat out, go to the game or anything else that would require some "other" person/employee to work so they could enjoy their holiday with the family ... what a bunch of hypocrites!

 

[Tampa8]

Well, Dish should really design a system that considers the plans of retailers.............

Great thoughts.

(Since there is no "REALLY LIKE")


I thought the OP was fine, and I understood it. As he said, just venting. He gets about one service call a month from Dish, but comes a Holiday and he says Dish then seems to find work for him. I got out of it that he's caught between wanting to do the work, make the customer happy, and being mad it somehow comes down to Holidays all the time.