Bill R said:
...As for the comments about the overseas call centers, I agree. They are definitely giving DISH customers inferior service. They are becoming a VERY BIG problem for DISH and something needs to be done about them NOW.
Bill R - I agree wholeheartedly with your post except for the part I quoted above. Re: the overseas call centers, perhaps you're right, perhaps not. One bit of data we DON'T see is how many calls are handled "successfully" by the overseas CSRs in comparision to the complaints. We rarely see any posts about GOOD service received. The whole move to overseas service is simply a cost-reducing business decision. Like any other such decision it has consequences, some unintended. But you can be sure that E* had a projection before making that move. Some part of the calculated cost is loss of customers due to inferior service, and that was a business model that still made sense to them or they wouldn't have done it. The real question is whether or not the poor service exceeds what they originally planned.
Of course, we the customers receiving poor service have a legitimate gripe and feel abandoned by E*, sometimes after many years of loyal subscription. And there is little debate that service, by many definitions, has declined in recent years. But where to we fit into the "Grand Scheme" per E*'s current model? If the level of complaints is about what they expected, then don't expect them to rush to solving this "very big problem"...
My recent experience in a nutshell - In Dec. I upgraded to the 811 and HD Pak/Voom, including adding a D500, new LNBs, and a DPP44. The CSR definitely had a foreign accent (I actually thought it sounded more Spanish - I was not aware of any outsourcing at that time). He resolved an agreeable package for me in one call, scheduled the on-site part for 4 days later (Tho' the installer missed his "window" by several hours he still completed it in the dark.) and everything came out as planned. I thought the whole experience completely met my expectations. I wasn't "wowed" in any way (except by now having HD!), but I wasn't disappointed either...