Early this morning (3:30 am) I got an interesting note from Dish Network regarding the 622 upgrade program and the special toll free number which was setup by Dish Network exclusively for forum members of SatelliteGuys and DBSTalk.
In this email we were told "We attempted to keep the number staffed as best as we could 24/7 since launch. If there was not enough staff, it is true that the calls would roll over to tier 2 agents instead of tier 3 agents, or even to the main IVR menu. This is what some people have experienced, and we apologize for any inconvenience. There was not and is not any ulterior motive on our part."
In sense they got more calls from members of SatelliteGuys and DBSTalk then they expected and because of this many callers did not get the knowledgeable reps handling the 622 upgrades instead they got someone else in the company.
This entire special toll free number for forum members was an idea hatched in less then 2 weeks, so the fact they even got it up, running and staffed in that short of a time is amazing in itself.
Dish Network has been monitoring the forums 24/7 over the past few days reading about your upgrade reports, and I myself have also been monitoring things and while I did see a few bumps in the road I thought things went remarkably well.
SatelliteGuys.US would like to salute the folks at Dish Network (especially Justin) who know the power of forums like SatelliteGuys and worked hard to try giving our members the very best upgrade experience they could.
Yes there were some bumps in the road, however from where I sit it was a job done well.
Bravo Dish Network!
In this email we were told "We attempted to keep the number staffed as best as we could 24/7 since launch. If there was not enough staff, it is true that the calls would roll over to tier 2 agents instead of tier 3 agents, or even to the main IVR menu. This is what some people have experienced, and we apologize for any inconvenience. There was not and is not any ulterior motive on our part."
In sense they got more calls from members of SatelliteGuys and DBSTalk then they expected and because of this many callers did not get the knowledgeable reps handling the 622 upgrades instead they got someone else in the company.
This entire special toll free number for forum members was an idea hatched in less then 2 weeks, so the fact they even got it up, running and staffed in that short of a time is amazing in itself.
Dish Network has been monitoring the forums 24/7 over the past few days reading about your upgrade reports, and I myself have also been monitoring things and while I did see a few bumps in the road I thought things went remarkably well.
SatelliteGuys.US would like to salute the folks at Dish Network (especially Justin) who know the power of forums like SatelliteGuys and worked hard to try giving our members the very best upgrade experience they could.
Yes there were some bumps in the road, however from where I sit it was a job done well.
Bravo Dish Network!
