Terrible Customer Service!!

enjoyoutdoors

Member
Original poster
Apr 30, 2005
11
0
Terrible Customer Service!! (Yellow card problem)

I have been a dish network customer for almost 2 years. This month out of the blue I started getting a message that I needed to input my "new Yellow card" or I would lose my channels.
I have not recieved a new card, so about a week ago I called them and told them I did not recieve it. They told me they would send one right away. I asked them what will happen if it does not arrive on time as I do not want to lose service over the holiday weekend. They said it was no problem, they could extend my existing card. OK so everything is fine.

Well, yesterday I lost a channel (I have two packages, one with one channel, one with two, both international. The one with two shuts down on a different day). I called them up and asked them to extend it while I waited for the card in the mail. She told me no problem, wait about 15 minutes and it would be back. A half hour later it is still not working. I call them back and the CS guy this time tells me it (yellow card) has never been sent! Then he says "strange, there is no page to send a new one". Then he apologizes and says it is "our fault", we will send one out overnight right away.
Well, so far OK. I ask him, well in the interim can we get my channel turned back on? He starts some explanation that does not make sense and says he cannot do it. I say you mean it is not possible? At this it gets strange and he says everything but *not* it is "not possible" (vs *he* can't do it). Now I am getting the idea there is somethng else weird going on so I ask him who can help me with this? He sends me on to the "Yellow card people", whoever they are.
Then these people get on the line and I tell them the situation. They tell me they will send the card via "UPS" and it will take 4-5 days. By now I am getting agitated. The other fella said they would send it overnight! They tell me they cant. I then ask them to turn on my channel until I can get the new card. She tells me she can't. I say, I do not understand. I believe you can because two reps told me you can. What is the *real* reason you cannot, is it a policy or concern of abuse? If so how can we get verified or find a way to keep me from being interrupted. She says there is not way I will have to wait. But never directly answers my question.

Strange. Tell me. Are they paranoid that people are misusing the system? I only have one receiver and I do not share it. I can't believe they would treat a long term customer this way. :(
 
My guess is that channel was converted to the new encription and the only way you can get it back is to have the new card. Dish isn't going to change the encryption back just because they dropped the ball. Your only option is to wait for the new card. I don't ever believe anything that I hear from the CSRs. You can talk to 20 of them and get 20 different answers. This site is the best place to get your answers.
 
Update

Well,
I called back to CS since the "Yellow Card" people were so unhelpful. It sounds like they messed up and did not get everyone's cards out so I am likely not the only one, which might explain why they are edgy.
Unfortunately the Yellow card jerk sent my card regular post. So I will be out my stations for over a week!!! They offerred to not charge me for the days I miss. Whoopie!
I am quite frustrated with these guys. I wish Dish TV had all the channels I use!

I am still not convinced they could not have extended my blue card as a courtesy. Has anyone had this done for them?
 
Oh, if they actually encrypt the channel as part of this rollout maybe indeed they cannot extend my card. But why in the world they did not just say that? I would still be agitated they messed up in the first place but at least I would have known they weren't jerking my chain. :no
Thanks
 
The fact that most CSR are idiots shouldn't be a surprise to you.

Now, if the channels you were subscribed to were changed to the new encryption system (that requires you to have a Nagra2, 'yellow' card), your old (blue) card will not allow you to tune into that channel no matter what. That's a system limitation/issue and we all have to put up with it.
 
That brings up a good question.

What about people without cards? Like the 811, where the 'card' is part of the motherboard?

How do we get new cards?
 
Receivers that don't have cards like the 811, 311, 510, and 9xx have it built in to the motherboard and are upgradeable/changeable through the dish like your other software.
 
When you have 11-12 million customers with perhaps 20-25 million receivers (if not more), and you change security systems (smart card), a few are bound to fall through the cracks. If I recall, D* sent out some sort of EMP to stop piracy a couple years ago and wound up disabling thousands of "real" customers. So while this is an annoyance, with a little "patience", you'll get your new card soon, activate it, and you won't have to worry again for a few years about this issue if ever.
 
enjoyoutdoors said:
Well,
I called back to CS since the "Yellow Card" people were so unhelpful. It sounds like they messed up and did not get everyone's cards out so I am likely not the only one, which might explain why they are edgy.
Unfortunately the Yellow card jerk sent my card regular post. So I will be out my stations for over a week!!! They offerred to not charge me for the days I miss. Whoopie!
I am quite frustrated with these guys. I wish Dish TV had all the channels I use!

I am still not convinced they could not have extended my blue card as a courtesy. Has anyone had this done for them?
I have found if you get the right CSR, they will usually do the right thing.

By there own admission they screwed up getting you the new card. Give Dish another call, and suggest you should be compensated in some way for all the time you had waisted correcting "their" mistake. Point out to them that not charging you for the channels you are not receiving is not compensation, but common sense. If the CSR doesn't give you satisfaction, ask to speak to a supervisor, or an account specialist. When I had a similar problem, I was transferred to an account specialist. I always thought that's what a CSR was, I was wrong. They seem to have more authority then a CSR.
Suggest to them, if for nothing else do it as a good will gesture for all the time you wasted. Suggest a free month, or at the least subtract your AT package for a month. The bottom line is, "those who don't ask, don't get". The worst they can say is no.
 
Hey enjoyoutdoors double and triple check to make sure they sent it out and ask to speak to a supervisor.Do what twillers says because I had a similar problem and they gave me a discount after I threatened to turn off my service and go to there competitor and I got what I wanted.What area do you live in?I live in Fenton,Mo.Call back today or tomorrow and make sure it's on it's way and get the tracking number so you can track it.Let me know.I have a extra card if you need it if they didn't send it out yet I can send you my extra one.Any news yet.
 
Hey enjoyoutdoors have you heard or called dish network today? If you called dish network get the tracking number so you can track it and to make sure they sent it.I will send you my extra one if you need it.Please let me know and what area do you live in?
 
adrian777 said:
Hey enjoyoutdoors double and triple check to make sure they sent it out and ask to speak to a supervisor.Do what twillers says because I had a similar problem and they gave me a discount after I threatened to turn off my service and go to there competitor and I got what I wanted.What area do you live in?I live in Fenton,Mo.Call back today or tomorrow and make sure it's on it's way and get the tracking number so you can track it.Let me know.I have a extra card if you need it if they didn't send it out yet I can send you my extra one.Any news yet.
I haven't called yet as I am pretty sure it can't go out on a Sunday. But that is good advice. If I had done so the first time they said they would send one I could have caught this sooner. Hopefully it will be on the way Monday (or Tuesday as it is a holiday). Hey, by the way, your private messaging is off or something?
Thanks everyone. This is a great community!
 
Call them today and see if they sent it out and get a tracking number from them and if they didn't let me know and I will send you my extra one.My private messaging is on now so message me and let me know after you talk to them.We have Post offices open here in St.louis area tomorrow in the malls and I can mail it to you tomorrow if you like.Let me know.What city and state do you live in? I could even mail it out today by taking it downtown to the main post office and putting postage on it and you would probably get it tuesday or wednesday.
 
Yellow card

Hey enjoyoutdoors have you heard anything yet? I'm ready to send it to you.My private messaging is on and check your private messaging.My e-mail address is on there so check it and e-mail me and let me know what's up.
 
adrian777 said:
Hey enjoyoutdoors have you heard anything yet? I'm ready to send it to you.My private messaging is on and check your private messaging.My e-mail address is on there so check it and e-mail me and let me know what's up.
Adrian777,
Just so you know. The cards are not universal. They will only work in the receiver they were assigned to. Your extra card will be useless to him.
 
yellow cards

Twillers ,No it won't because I have tried it in my different receivers and it works in each one and I have different receivers.
 
adrian777 said:
Twillers ,No it won't because I have tried it in my different receivers and it works in each one and I have different receivers.


That's the biggest bunch of b\/!!$#it I've ever heard.

Dish Network cards are made to only work in the receiver they're programmed to. I have never, NEVER seen a s.c. work in a different receiver.
Sounds like you're tryin' to rip somebody off, unless you were willing to give it up for free.
 
adrian777 said:
Twillers ,No it won't because I have tried it in my different receivers and it works in each one and I have different receivers.

Foulest load of BS I've seen in these forums since I joined in a few months ago.
 
Yellow cards

The H, I've tried it in my 811,322 and my 311 and it worked.I'm going to send it to him free.All he has to do is call dish network and have it activated again.It will work in any receiver if activated and you have the receiver number for that receiver and dish network will activate it.
 

Mpeg4 Dvr?

811 and favorites list issues

Users Who Are Viewing This Thread (Total: 0, Members: 0, Guests: 0)

Who Read This Thread (Total Members: 1)