Outstanding Customer Service

2x10

SatelliteGuys Guru
Jan 23, 2006
125
0
Pittsburgh, PA
I just wanted to share with you guys a success story about Dish Network.
I have been a customer for over 7 years and I bought my first home recently. Through past errors, I have came across a Customer Service Supervisor from the South by the name of Jim. Anyways, I called him to see about closing my existing account and opening a new account through my girlfriend (to get the free 622. He advised me that since I have been a VIP customer for over 7 years that closing my account was not a good idea.

He personally set-up everything for me with 1 phone call. He covered every detail and ensured me that everything would be perfect and man it was and is!!!!

I had a broken (inactive 811), 508 and a 211.

Upon moving, I received a 622 for no-charge, I kept my existing 211 and he replaced the broken 811 with an additional 211. I did renew my subscription for 18 mos, but I also received an additional rebate on the 622 and an additional rebate of $10 for 10 mos.

Jim ensured me the "Dish Guy" as I call him would show up on time on the day I chose. FYI, we all know that this does not happen as we wish. The "Dish Guy" showed up at 9 am on my chosen day and completed everything perfectly and also told me that Jim gave him specific instructions on how to complete the install to my satisfaction.

It's people like Jim who keep me from moving on to Direct TV or Comcast. I am not in a Verizon area, so I am not eligible to receive FIOS.

Thanks Dish for 1 outstanding experience.

FYI to all new dish subscribers ---- NEVER CALL THE 1-800-Dish # and speak to a CSR ----- You will definitely not be happy!!!!
 

turbosat

SatelliteGuys Master
Dec 26, 2006
9,001
75
Oneonta,AL
Yep,not be happy is right. I was not happy for 2 years, hehe, but I had their service. You sure you called Dishnetwork? How'd you get anybody that understands English, much less speaks it?
Only time I got anybody I could talk to , was when I called the billing dept extension.
 

RandallA

Supporting Founder
Supporting Founder
Dec 13, 2004
10,556
68
San Francisco Bay Area
Glad you're happy and had a good experience with E*. Not a lot of people report the good experiences and I'm pretty sure there are many of them.

"FYI to all new dish subscribers ---- NEVER CALL THE 1-800-Dish # and speak to a CSR ----- You will definitely not be happy!!!!"

About this statement, who do they call then?
 

KE4EST

SatelliteGuys Is My Second Home
Staff member
HERE TO HELP YOU!
Lifetime Supporter
Aug 9, 2004
26,154
6,390
EM75xb
That is what I was wondering who do they call.
I myself install both Dish and Direct. Everyday I hear the same crap from both sides I had dish they screwed me over so that is why you are installing Direct, or I hate Direct so I fixed 'em that is why you are installing Dish for me. I hear this most everyday. So everyday I ask why did you switch really I mean why are you so mad. 9 out 10 times it is the CSR's fault, once I get to the root of it. It is sad that this is why the customer left X for Y or Y for X, but this is the truth and the day we are living in. However what do you expect from a Csr paid minimum wage that don't know a dish from a ground rod.....is very sad.
 

2x10

SatelliteGuys Guru
Jan 23, 2006
125
0
Pittsburgh, PA
Glad you're happy and had a good experience with E*. Not a lot of people report the good experiences and I'm pretty sure there are many of them.

"FYI to all new dish subscribers ---- NEVER CALL THE 1-800-Dish # and speak to a CSR ----- You will definitely not be happy!!!!"

About this statement, who do they call then?


You press the prompts till you get Technical Support!!!! You still call the 1-800 # but go directly to TECHNICAL SUPPORT and DO NOT PASS GO --- HA HA

I HAVE NEVER SPOKE TO ANYONE BUT REAL KNOWLEDGEABLE AMERICANS WHEN THIS IS DONE!!!!!!

Jim was nice enough to give me his direct # so I don't have to call 1-800 anymore

I will be forever happy ---- he was just promoted to my part of the country!!!!!
 

red hazard

Supporting Founder
Supporting Founder
Oct 13, 2003
557
7
St Louis Metro East (Illinois)
Upon moving, I received a 622 for no-charge, I kept my existing 211 and he replaced the broken 811 with an additional 211. I did renew my subscription for 18 mos, but I also received an additional rebate on the 622 and an additional rebate of $10 for 10 mos.

Were those two receivers outright gifts or are they leased?
 

dlsnyder

SatelliteGuys Pro
Sep 8, 2003
1,825
3
Moreno Valley, CA
There are probably far more people out there having positive experiences than those having negative ones. I have also been a satisfied customer for 7 years, but have only rarely had to call them for anything. Only one time did I have a problem with customer service, and it was when I reached someone in their offshore call center. Other than that, Dish has been pretty good to me as well. That is part of the reason why I never got on the bandwagon to leave for DirecTV or cable. When (or if) FiOS ever comes to my neighborhood, that will be a totally different story. Dish just can't come close to what they offer.
 

bhelms

Retired & lovin' it!
Lifetime Supporter
Feb 26, 2006
7,795
853
Central PA
It's refreshing to see someone take the time to write about a positive experience - Thanks for doing that! I agree that in all probability the vast majority of service contacts are positive, or at least not negative. I also agree that for many E* situations one is probably better off contacting E*'s TS group from the getgo vs. a (typical) CSR. AFAIK the TS folks are still all on shore. I have never had one refuse to help me with any topic.

It is very rare that I call E*, but I have never had a bad experience. The only one that was even possibly annoying was my initial call about my first 622 with its DOA HDMI in which they tried telling me the "SW update needed" crap when I was quite certain that was not the case. But the second call a week later cut right past the BS and I got an immediate replacement.

In general, I don't have much problem with CSRs. A LOT of it has to do with MY attitude going into the initial contact. I realize that (even tho' I shouldn't have to) in most cases I will need to be prepared to go out of my way to explain a problem or provide additional effort/documentation to help solve it. But when I am willing and prepared to do that, I almost always get the service I want and deserve. When a service provider goes out of his/her way to help, I'm "wowed" and I will almost always recognize that effort with a thank-you note to their supervisor or whatever.

Service in this country (and unfortunately, outsourced) certainly has gone downhill over the years as specialists have been replaced with poorly trained, low paid, low motivation surrogates. It is what it is and complaining about it constantly still probably won't change it. Do what you can to solve your own problems or seek-out advice and hints from forums like these and in general it will help soften the blow to your patience and dignity...!
 

Lorax

Active SatelliteGuys Member
Mar 2, 2006
21
0
I always go to technical support for anything - adding receivers, dishmover, etc and have good luck.
 

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