I've been a long-term subscriber to DishNet. Like most Dish customers, were were to replace our 'smartcards' recently.
When the first set of cards didn't arrive, DishNet sent a replacement set.
Well, lo and behold, this weekend, the cards zapped out on me. My wife went through the typical song-and-dance Saturday with customer service and tech support, to no avail.
So today (Sunday), I arrived from an out-of-town trip and called myself.
Well, I did have to go through the same song and dance with customer service, but was pleased to have gone through the motions with someone THAT SPOKE ENGLISH! When her scripts didn't work, she transferred me to tech support.
That's when I met Andrew. Long story short, Andrew diagnosed the problem which the other tech guy missed on Saturday (when DishNet sent the second set of smartcards to replace the ones that went missing in the mail, the wrong set were deactivated.
Andrew -- again, someone else that SPOKE ENGLISH!!! -- then promised me he would stay on the line until the problem was corrected. True to his word, he stayed on a total of 1 hour and two minutes, until every set in our house (we have four Dish boxes) were up and running correctly.
To make things even better, even though I was not sounding aggravated or acting like I was fishing for discounts, etc, at the end of our call, Andrew offered me a $50 credit for the 'trouble' he said I must have gone through.
If this is what every CSR at DishNet is trained to do, keep it up! If Andrew is just that special case of someone going above and beyond his pay scale to take charge and treat a DishNet customer as HIS customer, then the gus at EchoStar really need to recognize this guy for his work.
It's almost enough to bring a tear to my eye... or at least forgive them for demolishing RAVE/ZOOM. Seriously.
Mel LeCompte
Church Point, LA
When the first set of cards didn't arrive, DishNet sent a replacement set.
Well, lo and behold, this weekend, the cards zapped out on me. My wife went through the typical song-and-dance Saturday with customer service and tech support, to no avail.
So today (Sunday), I arrived from an out-of-town trip and called myself.
Well, I did have to go through the same song and dance with customer service, but was pleased to have gone through the motions with someone THAT SPOKE ENGLISH! When her scripts didn't work, she transferred me to tech support.
That's when I met Andrew. Long story short, Andrew diagnosed the problem which the other tech guy missed on Saturday (when DishNet sent the second set of smartcards to replace the ones that went missing in the mail, the wrong set were deactivated.
Andrew -- again, someone else that SPOKE ENGLISH!!! -- then promised me he would stay on the line until the problem was corrected. True to his word, he stayed on a total of 1 hour and two minutes, until every set in our house (we have four Dish boxes) were up and running correctly.
To make things even better, even though I was not sounding aggravated or acting like I was fishing for discounts, etc, at the end of our call, Andrew offered me a $50 credit for the 'trouble' he said I must have gone through.
If this is what every CSR at DishNet is trained to do, keep it up! If Andrew is just that special case of someone going above and beyond his pay scale to take charge and treat a DishNet customer as HIS customer, then the gus at EchoStar really need to recognize this guy for his work.
It's almost enough to bring a tear to my eye... or at least forgive them for demolishing RAVE/ZOOM. Seriously.
Mel LeCompte
Church Point, LA
