Is there an alternate way to get through to customer service?

[che2cbs]

I'm going to try not to vent and rant here, but my first encounter with Dish is off to a really bad start. Interacting with their customer support personnel has been very frustrating. I spent 70 minutes on the phone placing the order, had to call back several times because my new tuner wasn't shipped until the last minute, and after waiting five hours on Saturday the installer didn't show up. The next available install date according to Dish's local dispatcher is April 24. The only consolation they could give me was a priority placement in case someone cancelled an installation appointment -- to me this is added effort on my part since I must be instantly available should an installer end up with some idle time.

So, I've canceled my account and I'm sending back my new 622. It's not that I'm so impatient that I can't wait another month, but I'm worried that if they can't handle a basic installation then how bad will their service be when I'm in the middle of an 18 month contract? The sad thing is I view Dish as a major upgrade to Comcast and I was really looking forward to switching. Any advice? Is there an escalation procedure that the account specialist did not care to mention? They didn't really seem to care that I was canceling my service before it even started.

 

[rob321]

Go with a local retailer I called and they installed the next day.

 

[JohnTenn]

Yeah, as slow as it is with DNS, no reason they are scheduling that far out. Seems they are scheduling way out in order to keep internal techs busy. We have been doing same day installs for Retail customers. I just don't keep 622's in stock, but I can have them next day. Echosphere seems to have a larger supply these days.


Regarding an alternate number, no no back door numbers. Best you can do is email ceo@dishnetwork.com and express your concerns.

 

[che2cbs]

Thanks for the replies. Once I stop fuming over my most recent experience I'll track down a reputable local retailer.

 

[chadzx11]

The next available install date according to Dish's local dispatcher is April 24.

This is not 100% accurate. Right now, there are hundreds of contractors piddling around because dish is playing games. I had one install today, an in-house sale. Yet, there are people out there waiting 5-6 days for service calls.


Seems to me, things would get done one hell-of-a-lot faster if dish would stop monkeying around with the contractors. There is no reason for you to have to wait, when you have the equipment sitting in your house.

 

[FantasyChannel]

Best you can do is email ceo@dishnetwork.com and express your concerns.

Calling them is faster

 

[nsafreak]

Calling them is faster *** *** ****

As many calls as they seem to get during any time period of the day is it really that wise to post their number? I think a mod should delete that and yes I edited the quote.

 

[Mr Tony]

done

lets not post numbers like that here guys

 

[sunfire01]

what was the number for ?

 

[Van]

Yeah, as slow as it is with DNS, no reason they are scheduling that far out. Seems they are scheduling way out in order to keep internal techs busy. We have been doing same day installs for Retail customers. I just don't keep 622's in stock, but I can have them next day. Echosphere seems to have a larger supply these days.


Regarding an alternate number, no no back door numbers. Best you can do is email ceo@dishnetwork.com and express your concerns.

DNS facilities are not slow, we are doing next day or two day installs/service calls/trouble calls. If he got missed it was most likely a sub that missed and didnt call and these are the fly by nights that give the rest of the good subs and dealers a bad name. If there is a lengthy wait for installation in any area its most likely due to a understaffed installation company in that area and a lack of a dns facility there as well. Trust me when I say that we ( DNS techs ) are working our butts off everyday to stay up with the workload.

This is not 100% accurate. Right now, there are hundreds of contractors piddling around because dish is playing games. I had one install today, an in-house sale. Yet, there are people out there waiting 5-6 days for service calls.


Seems to me, things would get done one hell-of-a-lot faster if dish would stop monkeying around with the contractors. There is no reason for you to have to wait, when you have the equipment sitting in your house.

And the contractors that are standing around piddling wouldnt be piddling if the ones that are giving them a bad name did theyr work right for starters. Im not saying all subs and dealers are bad but there are to many out there that are giving the rest a bad name and a bad rep and Im tired of fixing the shoddy work they do, it would be nice if they would actually police themselves like Dish does theyr own techs to make sure that guidelines are being followed. Yes I know that even dns techs do bad work and I fix work done by them as well but the bad work done by subs where Im at far outweighs that of the dns techs. Personaly I would love to have a sub base kept in place to allow for some flexibility with the daily workload but its not my decision to make.

 

[che2cbs]

Well, I'm not so upset about sitting around my house for five hours on a Saturday afternoon. Or, even getting another install date a month out. It's that Dish doesn't seem to care they missed the mark. Had my prior contact with customer service not been so frustrating I would probably let the install issue pass, but in the end it was a combination of the following:

* It took over 70 minutes on the phone to place a basic order

* I was told my 622 would ship via UPS and arrive within 10 days of placing my order. It took over a month and the entire time Dish customer service couldn't track it. It finally showed up three days before my scheduled install but prior to that I felt my install was in jeopardy (little did I know)

* When my installer missed the appointment, Saturday evening I was told dispatch would call me back within 24 hours. They didn't and I had to call them Monday afternoon.

* When I told them that I would cancel my account if I could not get an installation date earlier than April 24 the CSR's response was "Oh good, hold please for an account specialist"

*The only thing the account specialist could do was cancel my account or offer to schedule my new install date a month out. So, not having a proven customer service track record I could only assume there was a high probability they would miss the second date and I would have to wait yet another month.

* Dish didn't offer any kind of compensation for the added inconvenience. No offer to refund my startup fee or a couple months of free service. No indication at all that I was important to them as a customer.

Sorry about the vent, but I wanted to make the point that the absent installer was only a small part of my frustration.

 

[JohnTenn]

DNS facilities are not slow, we are doing next day or two day installs/service calls/trouble calls. If he got missed it was most likely a sub that missed and didnt call and these are the fly by nights that give the rest of the good subs and dealers a bad name. If there is a lengthy wait for installation in any area its most likely due to a understaffed installation company in that area and a lack of a dns facility there as well. Trust me when I say that we ( DNS techs ) are working our butts off everyday to stay up with the workload.




And the contractors that are standing around piddling wouldnt be piddling if the ones that are giving them a bad name did theyr work right for starters. Im not saying all subs and dealers are bad but there are to many out there that are giving the rest a bad name and a bad rep and Im tired of fixing the shoddy work they do, it would be nice if they would actually police themselves like Dish does theyr own techs to make sure that guidelines are being followed. Yes I know that even dns techs do bad work and I fix work done by them as well but the bad work done by subs where Im at far outweighs that of the dns techs. Personaly I would love to have a sub base kept in place to allow for some flexibility with the daily workload but its not my decision to make.

Obviously you must be an internal tech. I do believe I said they are scheduling to keep Internal techs busy. It's easier on them to keep Sub's on hold, or feed them a little work to survive then it would be to fill up the schedule each day, risking a chance at sending internal techs home, yet still paying them.

As for Piddling around, Our completion rate stays 90% plus as well as our QC checks. We may get 1 fail in 100 passes and usually it's a judgement call on LOS. We take our jobs seriously, whether we have 1 work order or 50 work orders. The same priority is given to each one.

 

[dishcomm]

Yeah, as slow as it is with DNS, no reason they are scheduling that far out. Seems they are scheduling way out in order to keep internal techs busy. We have been doing same day installs for Retail customers. I just don't keep 622's in stock, but I can have them next day. Echosphere seems to have a larger supply these days.


Regarding an alternate number, no no back door numbers. Best you can do is email ceo@dishnetwork.com and express your concerns.

yeah because the work has literally slowed to a crawl....I work for a DN sub..we had zero jobs assigned to us last Sat..None....A bad Sat is usually about 20 -25 jobs......
we have 15 techs now with our hands in our pockets

 

[dishcomm]

DNS facilities are not slow, we are doing next day or two day installs/service calls/trouble calls. If he got missed it was most likely a sub that missed and didnt call and these are the fly by nights that give the rest of the good subs and dealers a bad name. If there is a lengthy wait for installation in any area its most likely due to a understaffed installation company in that area and a lack of a dns facility there as well. Trust me when I say that we ( DNS techs ) are working our butts off everyday to stay up with the workload.




And the contractors that are standing around piddling wouldnt be piddling if the ones that are giving them a bad name did theyr work right for starters. Im not saying all subs and dealers are bad but there are to many out there that are giving the rest a bad name and a bad rep and Im tired of fixing the shoddy work they do, it would be nice if they would actually police themselves like Dish does theyr own techs to make sure that guidelines are being followed. Yes I know that even dns techs do bad work and I fix work done by them as well but the bad work done by subs where Im at far outweighs that of the dns techs. Personaly I would love to have a sub base kept in place to allow for some flexibility with the daily workload but its not my decision to make.

tell ya what..There is another contractor that serves the area I'm in as well..They do crummy work..We get trouble calls that shoul dbe assigned back to them and we reject them because they are non pay..anyway..The DNSC techs her for the most part are inexperienced and low paid..Most will not last long. Perhaps where you are things are differnet and the techs are better compensated..But at 10 dollars per hour ,you will get what you pay for..
I can tell you with a high degree of certainty my fellow techs and I do top quality work..It is so good that the DNSC regional manager does not see a need to QC our work..They know we do a good job...
The workload has dwindled here ..We get techs from other companies calling us all the time looking for work..quite frankly the DNSC office is doing most of it....we used to get 200 jobs per week..Now we are lucky if we 50.....

I like the business but if I worked this thing hourly I would not take a job for less than $20/hr..Anything less than that would result in a severe cut in earnings..No can do...SO a position in the DNSC office is out of the question..if I went in there looking for $20/hr they would roll on the floor laughing.......

 

[mikethedishguy]

I to have seen my work reduced to afew calls per wk. Not nearly enough to mantain my interest in mantaining E. as my sole source of work. I think that Dish is making a big mistake by eliminating the contractors unfortunently they will not descover this until the damage is done. As the good contractors leave for greener pastures more of the work will have to be done by the 10/hr. techs. As the pressure to complete service and installs becomes greater more shoddy work will be done and Sooner or later the damage claims will start to roll in( most lawers get paid a lot more than 20/hr). Then maybe E* will begin to look for the contractors who they can trust but they will be gone.

The big looser here will not be Dish But the customer, I always remember a prof from school stated that you should never lose site of who realy pays your paycheck.