Audit Department HELL!

[dishcomm]

It is unethical to treat one customer better than another based on expenditure. Do you judge someone that lives in a RV park less worthy to have an exception for an extra 622 if they can afford it than someone with six already on their account? I wouldn't, so long as they can afford it. E* can't treat one set of retailers better than another. It happens yes, but it shouldn't. You treat everyone well, or you treat everyone like crap but it's one or the other.

As far as the second question, RATS was changed when the test benches were renamed Receiver Automated Test last I heard. EVT is the current acronym being used, same team (there is another department for ...more severe issues. You probably haven't heard of them. Those are the guys responsible for the Canada arrests we hear about lately.) Just like ERT was the Executive Offices of Soraya Cartwright, then Executives Offices, then Executive Offices of DISH Network (EODN), then the Executive Resolution Team (ERT, present term). The funny part is they're all the same entity, and although they get praises up and down around here...they really shouldn't.

It may sound unetchical to you...and if your assertion is true, then entire casino gambling industry is unethical. In fact, lots of businesses would then be unethical..Like it or not Dish, like any other business is using it's sole discretion as a business entity to take better care of their best customers.
And toi let you in a on a little secret D* does treat reatilers differntly.They do..I ought to know , I work for one...I hear the music all the time..

 

[DishDave]

Dish doesnt treat one better than another based on what they spend, if anything its based on the interactions between the customer and any employee who has the ability to add notes to the customers account that will to a large degrea determine how that customer is treated in the future by other employee's of dish. If treatment was based on what a customer spends then Stonecold would still be a member paying for programming to his 7 or 8 receivers yet he found himself dealing with the audit department on a continuing basis. I never subscribed to anything larger than the top 120 and even then I was only paying $15 until I left employment with them and had a pretty easy go of cancelling service and not having to return the lnbf.

I can give you dozens of examples based on personal experience that any individual customers experience with dish is based on whats in their account notes, each day I would read the account notes for every job I got and the ones that had notes stating a bad phone confrontation with an irate and hostile customer were the ones that I had to both handle with kid gloves and to walk into defensively because I wanted to make sure that I was not going into a bad situation and to give the customer a better experience through me than they had gotten with the csr and I made sure to call up my office or to dish and have a csr update the notes to reflect that the customer was happy that his or her problem had been worked out.

Are you the sub able to request all the notes on your account ?

 

[Zero327]

Are you the sub able to request all the notes on your account ?

Request, yes. Get no. Claude can pull most of his because as a retailer he has E*Connect, but an everyday customer nope.

 

[DishDave]

Request, yes. Get no. Claude can pull most of his because as a retailer he has E*Connect, but an everyday customer nope.

That sucks if it's on my account i should be able to request it.

 

[Pepper]

It may sound unetchical to you...and if your assertion is true, then entire casino gambling industry is unethical.

They are, but not for this particular reason.

 

[Van]

Are you the sub able to request all the notes on your account ?

I used to work for dish as an installer, it was normal for us to get account notes generaly for service / trouble calls so that we would have an idea as to what the problem could be based on when the customer called in and talked with tech support, this allowed us to get any specific parts we might need.

The tech support personel and or csr who take the call put in notes based on what the customer describes but they also will note the account if the customer becomes irate and vocaly hostile so that others are aware, it had helped me out several times in the past when I read that a customer was threatening to do one thing or another.

One of the last ones I dealt with told me when I showed up at his door at 4pm that I was supposed to be there at noon because he was promised a noon apointment and since I was late he was going to cancel and toss the gear out in the street for me to pick up. His account notes stated that he had requested a noon apointment and the csr told him that they could only garauntee a noon to five time frame. I notified my install manager and was told to go ahead and leave but the customer came out to my van and started in on me again at wich point I explained very clearly and calmly to him that if he wanted me to fix his system that that was what I was there to do however he said he was cancelling and my manager informed me to leave, I was not there to be his punching bag and that I would not take his equipment if he threw it out on the street because he technicly was leasing it and if he did that then he would have to deal with being charged for all of the equipment. After another five minutes of his spitting and posturing and blocking me from getting in my van I told him he had a choice that he either wanted me to leave or fix it and that it would take me an hour to relocate his dish 80ft ( thats all it was, a dish relocate because the trailer park didnt want them infront of the lots ), he changed his tune and went from being a raving nut to helping me get the job done and even had his 10 year son run three coax the length of a full size double wide underneath ( I slipped the kid a $20, its not his fault his dad was acting like that ) and I was done in 30 minutes, the next day I get called over by a manager and told the guy called in and gave me positive praise.

 

[Wog1970]

It is unethical to treat one customer better than another based on expenditure.

Hmm... Unethical? I hadn't thought of that. I'll keep that in mind next time I pass the 1st class passengers on my next plane trip. The only difference between economy class and 1st class... Is the amount of "expenditure". Same airline, same plane, same destination... I guess I'll demand 1st class treatment next time since it's unethical and bad business to treat me otherwise. :clap

 

[Zero327]

Hmm... Unethical? I hadn't thought of that. I'll keep that in mind next time I pass the 1st class passengers on my next plane trip. The only difference between economy class and 1st class... Is the amount of "expenditure". Same airline, same plane, same destination... I guess I'll demand 1st class treatment next time since it's unethical and bad business to treat me otherwise. :clap

Use common sense and try not to take a statement as literally as it possibly can be. My statement was regarding the fact two different customers, spending cash, regardless of the amount should both receive excellent customer service or crappy customer service equally, regardless of what they're purchasing. One person purchasing a million dollar yacht should get the same customer service as someone buying Popeye's tugboat.

The guy buying the yacht of course will be happier and get the ameneties he wants over the other customer, but BOTH should receive equal service regardless.

 

[Stargazer]

I had a customer get pissed and almost had me take the system out because I was going to charge him sales tax on the system I installed. He finally agreed to pay it. Boy did he have a temper and get upset. I ended up making friends with the guy and still friends with him for 4-5 years and got another two sales from him and got a computer repair job and in contact with the guy often and now wants internet service from me. Its funny how some people that give you the most trouble at first end up being some of your best customers. Its all about keeping your customers happy. This is not the case most of the time but you never know which one might end up being well worth it in the longrun.

 

[mike123abc]

Use common sense and try not to take a statement as literally as it possibly can be. My statement was regarding the fact two different customers, spending cash, regardless of the amount should both receive excellent customer service or crappy customer service equally, regardless of what they're purchasing. One person purchasing a million dollar yacht should get the same customer service as someone buying Popeye's tugboat.

The guy buying the yacht of course will be happier and get the ameneties he wants over the other customer, but BOTH should receive equal service regardless.

Your statement is absolutely bad business.

Yes treat the small fry with respect, but treat the yacht guy extra good. Considering the yacht guy probably brings the same $$ to your company as 100 of the tug boat guys. To demand the same service for a fraction of the business is absurd. Businesses routinely give special treatment to big customers and they should. Are you seriously going to tell me that you would not service your million dollar account right away because you wanted to provide the best possible experience to your $100 customer that just walked in? The big customer needs something special like after hours service you say right away. The small guy might get it if you had the time, and it was not too much of an inconvience. The big guy needs a million parts right away, you get the factory working on it, perhaps delaying small orders, working them in as you can.

It is like working a second job for some extra cash. Your main job pays you 2x as much and needs you to work this weekend if possible for overtime. Are you going to tell your main job boss that you can only work 1 day for them this weekend because your second job needs you and it would not be fair to the second job?

Your big customer has a complaint? You listen and work to correct it right away. Your small customer complains and you work to correct it also, but it does not have the priority.

 

[Zero327]

Your statement is absolutely bad business.

Business is about making logical choices given information present and past experience. It is not about giving preferential treatment to one customer over another.

Yes treat the small fry with respect, but treat the yacht guy extra good. Considering the yacht guy probably brings the same $$ to your company as 100 of the tug boat guys. To demand the same service for a fraction of the business is absurd. Businesses routinely give special treatment to big customers and they should.

Any given business only has X amount of money to allocate for service needs. Every dollar you take away from tugboat will be spent on yacht, but then don't be surprised when tugboat leaves and tells his ten buddies.

Are you seriously going to tell me that you would not service your million dollar account right away because you wanted to provide the best possible experience to your $100 customer that just walked in? The big customer needs something special like after hours service you say right away. The small guy might get it if you had the time, and it was not too much of an inconvience. The big guy needs a million parts right away, you get the factory working on it, perhaps delaying small orders, working them in as you can.

It is like working a second job for some extra cash. Your main job pays you 2x as much and needs you to work this weekend if possible for overtime. Are you going to tell your main job boss that you can only work 1 day for them this weekend because your second job needs you and it would not be fair to the second job?

Your big customer has a complaint? You listen and work to correct it right away. Your small customer complains and you work to correct it also, but it does not have the priority.

I stated an ideal situation which is not how Corporate America operates, but did so to illustrate a point. Customers expect equal treatment and priority from their provide be it E* (for purposes of this forum) or D*. Then customers are absolutely shocked and dismayed when they're $34.99 a month account is blown off for a commercial install running $2,000.00 a month.

I believe in the above, don't get me wrong. Customers should absolutely be treated no differently based on expenditure. That they are is a fact of current financial standing and the economy, but nonetheless, customers should be treated equally and fairly. But why is it so easy to make an argument to the contrary? Across the forums you read about customers who are upset E* didn't take them back with arms wide, or how they didn't get that 622 (the third they wanted) and instead it went to the customer who already had six in his 10,000 sqft home.

People yell, kick, scream, steal, lie, cheat, kill, murder, maim, bite and claw to get what they feel entitled to, but at the end of the day, the company will always service the highest income account as a priority. I just thought it interesting that someone else would also quite plainly say so. There's just a large number of bleeding hearts around, and people forget that most of those in the satellite business are there for just that, business. To turn a profit. Customer service isn't dead, it's expendable depending on how much your account is worth.

 

[tsduke]

I understand the whole "take care of the good customer" idea, but businesses like E* need to remember that the sum of the small customer is much larger than the big customer. I think this gets overlooked all too much. The small customer is what E* spends most of there advertising to get.

 

[ronjohn]

I understand the whole "take care of the good customer" idea, but businesses like E* need to remember that the sum of the small customer is much larger than the big customer. I think this gets overlooked all too much. The small customer is what E* spends most of there advertising to get.

I would assume that most of the churn in the sat/cable business is in the smaller customers also. Most businesses try to take extra care of their bigger customers. When I stay at a Hampton Inn, I get a free bag of cookies and water when I check in. Why? Becuase I spend a hell of a lot of money at Hilton family hotels. Why doesn't everyone get free cookies? Because they want to make their best customers feel special. I usually don't eat the cookies and it means little to me, but they try to build loyalty. When I fly Delta, I get on the plane first. When I rent at Hertz, I get upgrades, and go right to my car.

This thread was originally about the piss-poor treatment that people receive from the audit department. THE AUDIT DEPARTMENT SHOULD NOT TREAT CUSTOMERS AS CONVICTED THIEVES NO MATTER WHAT THE SITUATION.

 

[Van]

The bulk of most all businesses is with the average Joe who are responsible for the positive cash flow in any of these businesses that are successful. To compare a boat repair ship that specializes in marine diesel repairs of maybe a thousand customers to that of a pay tv provider who services 13 million customers is a bit of a stretch considering that the average customer for the pay tv provider spends $50 a month while the average customer at the repair shop will spend upwards of $60k depending on what has to be done on however many engines are in the boat.

( Dont get me wrong I understand the comparison but thats like calling Andre the giant short for a giant )

 

[ronjohn]

The bulk of most all businesses is with the average Joe who are responsible for the positive cash flow in any of these businesses that are successful. To compare a boat repair ship that specializes in marine diesel repairs of maybe a thousand customers to that of a pay tv provider who services 13 million customers is a bit of a stretch considering that the average customer for the pay tv provider spends $50 a month while the average customer at the repair shop will spend upwards of $60k depending on what has to be done on however many engines are in the boat.

( Dont get me wrong I understand the comparison but thats like calling Andre the giant short for a giant )

If we want to compare theft detection to another large cash flow business, let's compare the audit department to the greeter at Wal-Mart. If the RF detectors at the exit go off at Wal-Mart, the immediate assumption is that the clerk forgot to wipe the RF tag clean. The greeter will look at you buggy and your receipt. They may or may not wipe the buggy with a hand wand to find the item, and then they will mark it in a book and apologize for the inconvenience. One time I walked through and the buzzer went off. The greeter could not find anything on my receipt that would set it off. I went to the car and found a tape measure that had fallen underneath some bags as I was putting items on the checkout belt and bags in my buggy.(I had a 2 or 3 month old baby at the time) I went back to the greeter and described what had happened and went in to pay for the tape measure(about $3). Even though I was taking something out of the store that I had not paid for, they treated me professionally and with respect.

If the Dish Audit Department treated people that way, there would not be many complaints.

 

[Zero327]

If we want to compare theft detection to another large cash flow business, let's compare the audit department to the greeter at Wal-Mart. If the RF detectors at the exit go off at Wal-Mart, the immediate assumption is that the clerk forgot to wipe the RF tag clean. The greeter will look at you buggy and your receipt. They may or may not wipe the buggy with a hand wand to find the item, and then they will mark it in a book and apologize for the inconvenience. One time I walked through and the buzzer went off. The greeter could not find anything on my receipt that would set it off. I went to the car and found a tape measure that had fallen underneath some bags as I was putting items on the checkout belt and bags in my buggy.(I had a 2 or 3 month old baby at the time) I went back to the greeter and described what had happened and went in to pay for the tape measure(about $3). Even though I was taking something out of the store that I had not paid for, they treated me professionally and with respect.

If the Dish Audit Department treated people that way, there would not be many complaints.

How many people that are account packing are going to "come back to the store" and pay for it?

 

[Smith P.]

How many people that are account packing are going to "come back to the store" and pay for it?

I'm wondering where you learn official Dish terminology ? Department's names and functions, now this.
Definitely you are connected there.

 

[Van]

I can count on one hand the times I came across a customer doing something with dish network receivers that would be grounds at the least for account termination and still be able to make a rude gesture.

 

[Bob Haller]

boy back years ago when I was a dealer every new customer asked so how is this hacked?

many said satellite tv not reliable, after some questions found their friends were stealing service, and had been shut down

hey if you pay for service you wouldnt have this problem

E could oif avoided the entire issue, just by designing receivers that all communicated together and called in together over the coax.

if all receivers on a account had to be able to hear one another, and ideally 4 or 6 output boxes on per home the trouble would be non existent

 

[Hall]

I'm wondering where you learn official Dish terminology ? Department's names and functions, now this. Definitely you are connected there.

It's been obvious for a while now that he is, or was, a Dish employee.