Horrible Customer service from Dish

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gatorgar

Thread Starter
Member
Dec 29, 2004
7
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I have lurked this site for ages now, and this site was instrumental in helping me choose a satellite provider, but I feel I must now share my story on the horrible customer service attitude of Dish Network. I have had Dish at my apartment for over two years now, and after some initial trouble with installation of my equipment, I have enjoyed trouble free service until now. As of now I am moving out of my apartment and I have bought a house. In an effort to trim bills I decided to cancel my Dish account. During my phone call to Dish I was transferred to an account rep to handle my cancellation. I explained the situation to him and he offered me a chance to lower my existing package and keep service. I was very courteous to him but declined, stating that it was my intention to eliminate certain bills, not just lower them. After that his tone changed dramatically. He stated that they would be sending out a box to ship my receiver back and I asked if he could ship the box to my new address. There was a few seconds of silence followed by a long sigh and a very short "hold on". After being on hold for 3-4 minutes the same rep came back on the phone and took my new address. He stated very curtly "is there anything else?", and as I was answering him I stated "No, that...." and he hung up without waiting for me to finish my statement.

Roll the clock forward a week, to this morning. I stopped by my old apartment to finish packing up a few items and there was a box leaning on my door. I picked it up and it was the box for my receiver, shipped to the wrong address. I was counting my lucky stars that I even received the box as I went inside. After being inside for about 15 minutes my phone rang, I answered and it was a "customer care rep" (sic), for Dish network asking about my cancellation. I told him that the reason I canceled was that I was eliminating bills, and he asked if the account rep had offered me any discounts to stay. I told him that he did, but that I wasn't going to use any satellite service at my new home at least for a few months until I get everything squared away, again I got silence. I stayed on the line for about thirty seconds, at which point I said "hello?", and nothing. For the second time since I called to cancel, a Dish employee has hung up on me. I for one will never go back to dish again, as their customer service is absolutely appalling. I warn anybody that reads this to think twice before getting Dish.
 
jmd102354

jmd102354

SatelliteGuys Pro
Supporting Founder
Jan 28, 2005
445
0
PA
I just cancelled my Dish Nutwork account and will NEVER go back. The so called csr's are rude and lack a brain. I am not talking about the Tech Rep's, I am talking about the regular csr'.

The tech rep's are the ones that clean up the mess caused by the Billing dept and others.

My cable company has and is very courteous. Like I said before, I am happy to keep the money I pay for tv local .
 
corydbstv

corydbstv

SatelliteGuys Family
Dec 19, 2006
64
0
I've cancelled a bunch of accounts. And I've never once been treated anywhere near like that.

I've been disconnected a couple of times, but it's not really a big deal. Just call back and talk to someone who knows what they are doing.
 
N

nitstalker

SatelliteGuys Pro
Mar 9, 2004
296
0
that is why in most cases I go directly to tech support or use ceo@ to handle anything that arises with my account. It is hit and miss when you use the CSR's as to whether you get someone curteous or arrogant, knowledgeable or dumb as a box of rocks, concise or broken english...

Every time Ive used tech support or ceo@ I have had a perfect experience
 
I

ItsMyLife

SatelliteGuys Family
Jan 1, 2007
58
0
Cry me a river... customer service is out-of-fashion with many companies these days.

Try dealing with Comcast if you want to live through horror stories.
 
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nitstalker

SatelliteGuys Pro
Mar 9, 2004
296
0
Comcast has their share of customer service issues as well... You dont even want to get me started there... Every company has these problems...
 
torrent_guy

torrent_guy

SatelliteGuys Pro
Dec 27, 2006
2,106
0
that is why in most cases I go directly to tech support or use ceo@ to handle anything that arises with my account. It is hit and miss when you use the CSR's as to whether you get someone curteous or arrogant, knowledgeable or dumb as a box of rocks, concise or broken english...

Every time Ive used tech support or ceo@ I have had a perfect experience
I have to agree. I've never had a problem or tude with a tech rep. I called the other day to down grade my service, well I talked to a CSR. He kept puting me on hold, I think to find out how to do it. So I told him can I talk to that person? Well by the time I got done I ended up with a sup (I guess), so she could tell me what I owe. So I paid by CC on DishHOME, how much do you want to bet I still owe.
They have been taking lessons from the cable companies, they can now maximize profits.
I agree with this too.
 
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ItsMyLife

SatelliteGuys Family
Jan 1, 2007
58
0
That was my point... Comcast is a disaster... a completely unethical company.
 
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nitstalker

SatelliteGuys Pro
Mar 9, 2004
296
0
That was my point... Comcast is a disaster... a completely unethical company.

they sure are... I have basic cable (in case satellite goes down and cuz it makes the internet price cheaper) its 20 bucks a month... It took them 7 months and a call to corporate to get them to hook it up right...

I could have done it, but it was the point of the matter... Eventually corporate had a supervisor come to my house and fish lines through my walls and gave me a year credit...

So comcrap is just as bad.. if youwant something done right, go through corporate
 
N

nybo30

Member
Jan 27, 2007
7
0
Message from Ex CEO:
Customer Service these days is a complete myth. In all large companies it is viewed as a cost center. These department have to fight hard for any budget to improve customer service. While any "person" would love to offer a client satisfaction; financially it does not come to pass. For companies that offer stock this is even worse. Wall street will devaluate any stock where they see sizeable dollars going into customer service.

Unfortunately; small companies (mom and pop shops) simply suffer from not having enough revenue to support adequate customer service.

So when you see an add on tv or in print that sais YOU are what is important to them; remember this blog and come back to reality. I am not a cinic just try to live in the real world.
 
Madtown HD Junkie

Madtown HD Junkie

Occasional Supreme Being
Supporting Founder
Jun 3, 2004
9,031
91
Madison, WI
I would say my experience with both E* and D* ...D* has much better service with CSR's speaking fluent English much more frequently
 
ZandarKoad

ZandarKoad

Amish Satellite Technician
Pub Member / Supporter
Lifetime Supporter
Apr 13, 2005
2,443
92
Nashville, TN
OP is not a horror story. It's bad customer service, but there is a LOT more that could have gone wrong. I've read about far worse events on these forums.

1) Dish charges her anyway for the reciever, as though she never sent it.
2) She has to make half a dozen phone calls to ultra rude CSRs in an attempt to rectify.
3) Dish expects her to take the LNB off of the dish that is on the peak of a two story house.
4) Charges her for the LNB even though she sent it in.
5) See step 2.
6) She recieves phone calls from Dish with various offers to reconnect for the next 4-8 weeks.
 
Zero327

Zero327

SatelliteGuys Pro
Oct 8, 2006
931
0
The Emerald City
Why does everyone think that CEO and Tech Reps can fix the world? *sigh* Oh well, it's the lack of information to blame.
 
jmd102354

jmd102354

SatelliteGuys Pro
Supporting Founder
Jan 28, 2005
445
0
PA
Why does everyone think that CEO and Tech Reps can fix the world? *sigh* Oh well, it's the lack of information to blame.


uhhh...because they DO ?!
Majority of the CSR's are worthless !
Tech reps are knowledgeable and professional.
 
P

PowerMax

SatelliteGuys Pro
Dec 3, 2006
343
0
I read the title of this thread and began to laugh mu butt off!!! Touche, the customer service SUCKS!!! The CSRs are stupid, or plain arrogant, but either way they are the victim of inadequate training. I have personally decided not to ever use them again, I send everything to ceo@dishnetwork.com because my issues get addressed there. I even got the leased receiver fee removed from my account as long as I keep BronzeHD or better, when the CSR laughed.
 
G

GadgetGirl

SatelliteGuys Family
Jan 11, 2006
51
0
I haven't been happy with customer support since it went overseas. It is hard to understand the reps. Though I will say that I called to cancel today and I did not find it to be a bad experience. I first got patched through to the Indian call center. When I told them I wanted to cancel they offered me a discount. I said that I just had D* installed and wanted to cancel. I was transfered to an account rep (American) who wanted to know why I was cancelling. I explained that I was not happy about the $13 increase and I didn't want to lose MLB EI. He was very sympathetic and he cancelled everything out and told me my account was in good standing if I ever wanted to come back.

I have had some bad experiences in the past and that weighed into my decision to cancel, but today, everything went well.
 
ZandarKoad

ZandarKoad

Amish Satellite Technician
Pub Member / Supporter
Lifetime Supporter
Apr 13, 2005
2,443
92
Nashville, TN
This makes me wonder... It almost seems company policy to get really pissy with someone who is cancelling. Or at least, proper etiquet to departing customers is not policed very well. Why in the world would a company want to burn a bridge like that?
 
Chinatown

Chinatown

On Vacation
Oct 11, 2006
249
0
Wisconsin
I'm surprised they were linguistic..

I have to agree. I've never had a problem or tude with a tech rep. I called the other day to down grade my service, well I talked to a CSR. He kept puting me on hold, I think to find out how to do it. So I told him can I talk to that person? Well by the time I got done I ended up with a sup (I guess), so she could tell me what I owe. So I paid by CC on DishHOME, how much do you want to bet I still owe.
I agree with this too.


They had sent me a mailing, as to a rather attractive deal. When I called I got......shall I say, someone not brought up with the kings english. I immediately hung up. It is truly amazing to me that companies hire these people to converse with the general pubic.

Factoring that in I stayed with "D". Yes their CSR's are not always as knowledgable as they should be, but at least you can understand them.
 
S

shimma

SatelliteGuys Family
Jul 16, 2006
59
0
It's all in the way you present yourself. These csrs are normal people, and normal people generally respond positively when their customers are polite. Please don't expect good service if you come across as curt, demanding, or just plain ignorant.
Sorry, the customer is not always right.
 

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