Who knew? Excellent customer service call

[bxl4]

Since we have all shared our frustrations and disappointments with Dish customer service problems, I felt compelled to tell my story.

I just got done getting an old dvr swapped out for a 501. I added paperless billing so that I could get Cinemax. Due to some technical problems on Dish's end, I was offered 3 months of Showtime and Stars for my trouble.

I looked at my bill (on line). Oh-oh. Lots of strange charges being added and subtracted. Totals that looked wrong.

Time to screw my courage up and call customer services.

They did an excellent job. I talked to Ryan who spoke beautiful American English, knew his stuff and was able to explain it all.

It was like this guy was single-handedly trying to give Dish Customer Service a good name (and succeeding)!

 

[paja]

I'm glad someone got good cs, because the lousy cs is one of the reasons I dumped DISH

 

[eddieras]

wow - could this be a sign of things to come- i've had probs with my 722 and really dreaded the call - i called today got a justin (english speaking justin) took care of my problem in minutes and even got the EHD activation fee waived. no problems at all with the call!

 

[Rangers484]

Since we have all shared our frustrations and disappointments with Dish customer service problems, I felt compelled to tell my story.

I just got done getting an old dvr swapped out for a 501. I added paperless billing so that I could get Cinemax. Due to some technical problems on Dish's end, I was offered 3 months of Showtime and Stars for my trouble.

I looked at my bill (on line). Oh-oh. Lots of strange charges being added and subtracted. Totals that looked wrong.

Time to screw my courage up and call customer services.

They did an excellent job. I talked to Ryan who spoke beautiful American English, knew his stuff and was able to explain it all.

It was like this guy was single-handedly trying to give Dish Customer Service a good name (and succeeding)!

All well and good until the problem is never corrected and when you call back there are no signs "Ryan" was ever in your account....

 

[tastim]

Despite what people on here say... Dish has been towards the top in Customer Satisfaction for many years.... unfortunately, that is like saying they are prettiest piece of poop in the pool.

There definately ARE good CSRs.... the problem is there are very few, proportionately. The really good ones do not last long... they are treated very poorly in the call centers, and just like Dish techs, are just a number to corporate..... being good at their job requires some brains.... since the good ones have brains, they get their experience in, then move on to a company with real benefits, better pay and that knows how to treat its employees.

Turnover rate in the call centers has been rumored to be over 500%.

 

[aquaman67]

I looked at my bill (on line). Oh-oh. Lots of strange charges being added and subtracted. Totals that looked wrong.

I added a 625 in mid Sept.

The upgrade was free. So they credited my account last month $50 and were supposed to charge it $50 too.

Well, they credited me, but didn't charge me so my bill was $50 less last month. Woo Hoo, right? Wrong.

They charged my account this month and then added a $50 installation which I was never told about. The "upgrade" was free but they failed to mention the installation wasn't. So this month's bill is $100 more than I was thinking it would be.

I'm not mad about the install charge, but if they would have told me about it I would have never used my COAX to run all the line needed. I would have made the installer crawl under my house and saved myself the trouble...

 

[Mo Fly]

I added a 625 in mid Sept.

The upgrade was free. So they credited my account last month $50 and were supposed to charge it $50 too.

Well, they credited me, but didn't charge me so my bill was $50 less last month. Woo Hoo, right? Wrong.

They charged my account this month and then added a $50 installation which I was never told about. The "upgrade" was free but they failed to mention the installation wasn't. So this month's bill is $100 more than I was thinking it would be.

I'm not mad about the install charge, but if they would have told me about it I would have never used my COAX to run all the line needed. I would have made the installer crawl under my house and saved myself the trouble...[/quote]


no good deed goes unpunished.......

 

[Character Zero]

I have some CSR calls. My last one the CSR was polite but I was trying to fix a situation where each CSR was giving me a different story about if I got Platinum HD free for 3 months. So I told her just to take it off. But yet I can still watch those channels.

 

[armymp30]

I was told that when you call in to ask for an account specialist, they will transfer it to an american call center if you get a foreign speaking CSR............

 

[cparker]

I have to say this may be one of the BENEFITS of having my Dish bill bundled through my phone company. I call my phone company if I have a problem or request for Dish. if they can't handle it themselves (and very often they CAN) then they conference in an account specialist with Dish... ALWAYS an American english speaking one, and my problems or questions get resolved quickly and correctly.

I do feel bad for folks that have bad CSR experiences, but *knock on wood* so far I've been well taken care of.

 

[kstile]

I don't know how new this is (I haven't had to do it in a few years), but sometimes you don't even need a CSR for something that I was sure I would: You can activate new receivers online. I didn't know that, but it meant I didn't even have to pick up the phone. I had a replacement 622 sent to me (faulty HDMI port). When I logged into my account on dishnetwork.com, it was ready for me: "You are about to replace a receiver. Enter the serial number and smart card number of the new one (after it's all plugged in and check switch'd) and press submit." And that's it - a few minutes later it was activated, all without a phone call. Kudos to Dish for automating that process...

 

[andyin137]

One thing to remember when dealing with any CSR is try very hard to be polite(You know the old saying you catch more flies with honey than you do with Vinegar).I have found if your pleasant you can get more positive results than if you are combative on the phone.If you still dont get what you wanted resolved contact the ceo@dishnetwork.Tell them your situation and wait patiently for a response.(Legitimate complaints get quickest response).I have done this numerous times with CEO contact and have been very satisfied with their response..