Anyone who can explain Dish's CSR system PLEASE HELP!!

[ktracy]

I have been reading these boards for years, and let me tell you I am very thankful for them! So much information!
This is the first time I have posted, because I am so angry I don't know what else to do but ask for help. I apologize that this is so long, but it's my first post! : )
Back in Sept. I was one of the lucky ones who called into Dish to get the 6 mo. free HD pack, which at the time did not specify new customers. The CSR told me it was for new subscribers to the HD pack. Great. Since that time, each month I have called back because they were not applying a credit and I was paying full price. 9.99. Each time they assured me they had fixed the problem. In my December call the CSR (she was very nice) told me she could not figure out how to get the promo to work in the computer. She said she could just set it up for 12 months at 1/2 price, and it would work out to the same thing. OK fine do it that way. Well again in January, still THE SAME THING. Full price billed. So, I call AGAIN and another very sweet CSR said she would get it straight and fix it. I looked online yesterday, and the only thing changed on my bill was an additional $10.81 billed, and then 10.81 credited back. Another call to Dish, and this time I had the CSR from hell! Jessica.
During a call where I was put on and off hold for 36 min. She came back to me and said
#1 I was not eligible for the 6 mo. free.
#2 The 12 mo 1/2 price has expired and I am not eligible for that anymore
I said what about the CSR's who told me I was eligible when I agreed to the HD pack, can't you look in your notes and see all the times I've called to try to fix this?
#3 she told me they don't keep records or notes of customers calls to dish.
WHAT?????? Is this true????
At this point I lost it, and told her to put her manager on. Mary , who said she was in charge told me that I have a contract till next Sept that I must uphold, and they have record of that, but no record of anything else. How can this be!!!
Does anyone out there know if they can do this to me? Tell me if I sign up for a year of HD I will get this that and the other thing, and then all of a sudden have no record of the this that and other thing?? Help!

 

[old corps]

I can certainly relate. I don't know what's going on with their CSR's but its been terrible for me as well--used to be outstanding. I purchased a 921 the 1st of Dec. & was told that the HD pkg would be $5 off for the 1st 12 mos. (existing customer, been with Dish for 6/7 yrs). Fine. After its installed they tell me no, that's not available for existng subs--got tired of arguing with them. Then on this mos. "Charlie Chat" they say that existing customers will receive $5 off for the 1st 12 mos if they're new HD subs. GGGGRRRRRRRRRR! Call 'em back again (and hang on the line AGAIN for 15 minutes minimum!) and they tell me NO again! Fortunately I recorded the "Chat" and asked him if he'd like me to play it back for him. To my surprise he says yes. Before I can get to the statement regarding the credit he apoligizes & says his supervisor has just been informed of the promotion & I'd see on my next bill. NOT! Another call, another sore ear from hanging on the line forever (you know the drill) and they finally tell me oh whoops, you'll see the $5 credit beginning on the NEXT bill. That bill shouds showw up any minute & it damn sure better have that credit on it!!

 

[boba]

This was how DISH "Notwerk" won the J.D.Powers award for customer service. Email ceo@echostar.com if you are going to get any satisfaction this seems to be the only source.

 

[korsjs]

welcome to satellite guys. when you talk to the csr ask them for their customer service id. it is a three digit combonation. that way you have what they told you with their id for your records.

 

[Briant73]

Overall my experience with dish CSRs has been decent but at times I had to call back to get issues resolved. But dealing with customer service/tech support companies every day here are some tips.

1) Always ask the person for their I.D.
2) If you are not getting anywhere with the CSR and you know you have a valid question, suggestion, and/or complaint, ask to be transferred to the CSR's supervisor.
3) If you are not happy with their service let them know, you don't need to yell or swear but you don't have to act happy either. You never know when the CSR may give you something extra for your troubles, but they need to know you actually have been bothered by it.
4) Remember if at first you don't succeed, try again. Sometimes a different CSR with a different supervisor can get things done where the others ones failed.
5) Some CSRs don't keep notes as they should when you call, some CSRs won't read the notes so keep a log on when you called, who you spoke to, how long the call took, and of course what transpired.

Good luck and hope things work out.