What the hell is going on @ E*, Exec. CSR refused to help!!!

H

HDTV Rookie

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SatelliteGuys Pro
Supporting Founder
Dec 1, 2003
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I tell you, I absolutely can not take anymore of this lousy crap from E*. I called the Executive number to speak with a more knowledgeable CSR about the PVR special and get some clarity on whether I could get a 508 or if the 510 was the only available PVR in the special.

But instead of a knowledgeable and courteous CSR, I got a person named JJ who was nothing of the sort. he refused to help me, stating that it was not his job to provide me info on anything. That his job function was to only handle escalations. He even refused to transfer me to another rep or supervisor. I am sorry, but this is totally unprofessional and unacceptable. Someone please tell me what is going on with E*. I swear, I am livid about the lack of customer service.
 
Pepper

Pepper

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Mar 16, 2004
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Are you an Executive?

Why not just drop by Charlie's house in person to ask your question?
 
B

Burt

Well-Known SatelliteGuys Member
Sep 7, 2003
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HDTV Rookie... Why should anyone do business with you?
They really do not owe you anything.
 
M

mikew

Supporting Founder
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Sep 7, 2003
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If you watched the Charlie Chat, or heard about the special deal you'd know that...

1) Starts 4/15
2) Is for the 510 RCVR which requires a PVR fee

Since you've been here for a few months, you've got to know that the 508 would not be included.

If you want a 508, pay for it. If you want the 510 deal, buy it. If you want to ask questions like that, e-mail it. You think that just because you have an "exec" CS number that you are entitled to something? You think the other 9 million subs might want a $79 508.

No sympathy here.....
 
bcshields

bcshields

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I tell ya, fighting through CSR's to find one worth their weight in gold is like cutting brush through a jungle safari.

If you squeak long enough, you will be heard.. call back and complain about JJ.
 
H

HDTV Rookie

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Burt said:
HDTV Rookie... Why should anyone do business with you?
They really do not owe you anything.


Well Burt, believe this or not, but I pay E* for a service. Along with them providing me satellite tv, their job is to also provide knowledgeable people who are assigned to assist customers paying for their service.

Wow, what a concept, I guess you are not familiar with it?

But let me ask it this way. If you purchased a Mercedes Benz with a 5 year warranty, but the car broke down only after driving it for 1 year, would you not expect the warranty you PAID for to cover the expenses. Would you not expect, upon contacting the Benz dealer, a courteous and professional individual willing to help you.

Now would you not expect the same courteous and professional service, if you decided to trade in your Benz for a new or better model



It's simple Burt, they put out a new promotion to give to customers. I, as an existing customer, was looking to get info on this new promotion.

You are correct, they do have the right not to do business with me, just as I have the right to give my money to someone else willing to provide the services, but if you intend to run a successful company, then you do not simply turn your existing customers away and show them the door only because they were looking for info on upgrading to a promotion you instituted in the first place
 
I

ItamaeChef

Well-Known SatelliteGuys Member
Mar 1, 2004
27
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I would highly recommend calling back to speak with a Supervisor or Manager of the CSR Center where JJ is working. I would then request to said Sup/Man that they review the call you placed at approximately X time from X phone number and review the rude and unprofessional manor of Customer Support you received.

Their conversations should be recorded so you should have this to back you up. I would not rest until I had spoken with someone who's job is to make other peoples jobs tough because of the crap they've pulled and thought they could get away with.

/2 cents
 
H

HDTV Rookie

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mikew said:
If you watched the Charlie Chat, or heard about the special deal you'd know that...

1) Starts 4/15
2) Is for the 510 RCVR which requires a PVR fee

Since you've been here for a few months, you've got to know that the 508 would not be included.

If you want a 508, pay for it. If you want the 510 deal, buy it. If you want to ask questions like that, e-mail it. You think that just because you have an "exec" CS number that you are entitled to something? You think the other 9 million subs might want a $79 508.

No sympathy here.....


Mike

If you look at some of the post here about the promo, some were stating that a 508 was available for $149. Someone, also said that they had 508 available only to customers that had an existing 508, which I do

Unfortunately since I do have small children, I was distracted through most of the CC, so all I wanted to do was get clarification on what the promo was.

While I confirmed the 510 is the pvr and only pvr for $79, I was given some info by a CSR manager at the Executive offices, that the 510 promo would not be available to dhp customers.

Though Distracted during CC, I do not recall Charlie ever saying that DHP customers could not get the 510. So once again clarity is needed

Finally, if you look over some of my previous post, you might have seen one about me sending an email to dish. I sent an email on 3/15, then forwarded it again on 3/19 then one more time on 4/1. Even forwarded the email to the CEO box and Scott even told me to email it directly to Charlie, which I did. Care to guess how long before they answered my email. Well actually, I am still waiting for them to answer any of the emails I sent 1 month ago.

You all need to understand, I am not asking the world from E*. but simply for someone to provide a level of customer service I feel I deserve. The quickest way to achieve that is to make a call, get the info and you're done. After all, the telephone is there to be used in that manner.

But I guess that some people are willing to accept less and less b/c others become complaciant. Sorry, I will not be the one that becomes complaciant. I will always expect what I pay for, and pay for what I expect.
 
BobMurdoch

BobMurdoch

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Supporting Founder
Sep 12, 2003
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SR Roulette. Your mileage may vary rules apply....

Hang up and call again the second you don't get a response you like.......
 
B

Bichon

Well-Known SatelliteGuys Member
Sep 9, 2003
30
0
I don't see anything that JJ did that was rude or unprofessional. If anyone was unreasonable, it was you, for taking the stance that your time is too valuable to go through the appropriate tech support channel (1-800-333-DISH), the one used by Dish's other 9 million customers, on the off chance that the CSR at that number would be unable to satisfactorily answer your question. Dish has an organizational structure for escalating tech support calls, and you tried to subvert it.
 
normang

normang

SatelliteGuys Pro
Dec 4, 2003
180
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I believe they record the call contacts as well, if you call back shortly, the next CSR should know that you just called and spoke to another rep just shortly before. So While you might get a different response because of a different person, they may realize what your doing. However if you ultimately get the answer you were looking for, it might be worth the effort.

Also, I do agree that calling a special number for an issue that just calling 800333Dish should be able to answer in short order, is overkill, and I wouldn't expect that person to go out of their way to be overly helpful. If you were meant to have that number and use that service, you would have be given that number specifically for your incident and not just because you wanted current deal info..
 
GaryPen

GaryPen

Rich or poor, it's good to have money.
Supporting Founder
Rookie - You are 100% correct. Pay no attention to the Dishites. They are wrong. A customer should be able to receive service, when contacting customer service.

Even if JJ wasn't able to help, he/she should have been courteous, and promptly directed your call to the appropriate party. There is no excuse for his/her behavior. You have every right to be annoyed.

I can understand, though not condone, when businesses lose sight of this most basic concept of doing business. But, it's amazing how many customers have forgotten it. (It's obviously a side effect of drinking the Dish Kool-aid.)
 
B

Bichon

Well-Known SatelliteGuys Member
Sep 9, 2003
30
0
GaryPen said:
Rookie - You are 100% correct. Pay no attention to the Dishites. They are wrong. A customer should be able to receive service, when contacting customer service.

Even if JJ wasn't able to help, he/she should have been courteous, and promptly directed your call to the appropriate party. There is no excuse for his/her behavior. You have every right to be annoyed.

He didn't call customer service. He tried to subvert customer service, by calling a number intended for people unable to resolve their issues through regular channels.

What he did would be akin to going to movie theater, walking past the long line of people waiting to buy tickets, and into the theater manager's office. Then plunking his cash down on the manager's desk, and asking for two tickets to the 9:00 show. I wouldn't be surprised if the theater manager brusquely showed him the door, just as JJ did.
 
GaryPen

GaryPen

Rich or poor, it's good to have money.
Supporting Founder
Bichon said:
What he did would be akin to going to movie theater, walking past the long line of people waiting to buy tickets, and into the theater manager's office. Then plunking his cash down on the manager's desk, and asking for two tickets to the 9:00 show. I wouldn't be surprised if the theater manager brusquely showed him the door, just as JJ did.

A. What he did is not akin to your analogy.

B. But, even if it was, the theater manager should politely explain that he cannot help him, and either escort him to the appropriate person, or call over another theater employee help him.

It is the theater manager's job to serve the customer, just as it was JJ's.
 
silversurfer

silversurfer

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Sep 8, 2003
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Lets attack the root of the problem and not the poster...The problem here is that most big businesses today loose sight of customer service. It happens everywhere not just DBS. They just get to big for their britches and tend to forget where they came from. I remember when the Charlie Chats used to be worth watching :) . Unfortunately the only thing that can be done is to vote with your wallet. All these people seem to care about these days is their bottom line. Well start affecting that bottom line and make them take notice!!


Rant mode off:D
 
H

HDTV Rookie

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Dec 1, 2003
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Thank you for those who support and understand my position.

Just so that we are clear. Whether you call the regular dish 800 # or the Executive 800 #, the bottom line is that the folks answering the phone for Dish are CSR's. Whether they are a level 1 or 2 CSR is irrelevant. I called for some assistance that I felt I could not get from the regular CSR's. For those of you crucifying me, I didn't see any of you crucifying those that were calling the executive CSRs just to get an 811 when they first came out and available for $149 or $199. I guess b/c it was to your advantage
 
NightRyder

NightRyder

1978 Y88 T/A 6.6 4 spd 1978-2020 RIP
Supporting Founder
Sep 9, 2003
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GaryPen said:
A. What he did is not akin to your analogy.

B. But, even if it was, the theater manager should politely explain that he cannot help him, and either escort him to the appropriate person, or call over another theater employee help him.

It is the theater manager's job to serve the customer, just as it was JJ's.

I agree. I spent over 6 years working on a top level technical support team and what JJ did is not acceptable. If he had the time he should have helped the customer and politely informed them of the need to go through the normal support channels the next time they needed assistance. If he was unable to help, he should have found a live CS person to transfer them to or have taken their name and number and made sure a lower level support person contacted them. Simple basic Customer Service.

NightRyder
 
bcshields

bcshields

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I tell you what, If i ever treated a customer like JJ did, (and I do accounting crap for a living), and told the customer i won't help and he called the wrong number and I won't transfer... I'd be out on my hind parts in short order.

Every buisness employee should be courteous to customers, and direct them where they need to be.. and may whatever entity they worship help that poor soul who tells me "it's not my job, you're on your own." I'll turn from the gentlest most patient customer you'll ever experience (I do have dish, after all), to a pure hotheaded drill instructor.

I'm patient, because I find things get done easier with a bit of kindness, but be rude to me and you'll remember it.
 
GaryPen

GaryPen

Rich or poor, it's good to have money.
Supporting Founder
bcshields said:
... I'll turn from the gentlest most patient customer you'll ever experience (I do have dish, after all), to a pure hotheaded drill instructor.

I'm patient, because I find things get done easier with a bit of kindness, but be rude to me and you'll remember it.

You must be a long lost family member of mine!
 

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