Well, first off, sorry bout the length of this post…It’ll probably be a long one. If you’re interested, go grab some popcorn and get settled in. I thought I would share the saga of my brother trying to get a Dish 1000+ installed to obtain Charlotte HD Locals.
This all started right after these were made available back in late January. I told him about them as soon as they were turned on. He called the next day (1/26) and was told by the E* CSR that the upgrade would be free, all he needed was to have his Dish 1000 upgraded to a 1000+ (which we already knew). He was scheduled to have it installed the following week (2/1...Appointment #1). His schedule changed at work and he had to call back that same weekend and reschedule. For the sake of the rest of the story, this is the ONLY time he ASKED for it to be rescheduled. The rescheduled day was the following Tuesday Morning (2/6 - Appt #2).
Well, Tuesday morning came and went…no show, no call, nothing. At Noon, he calls E* to see when the installer would arrive, assuming he was just late. It took three different CSRs to determine that the installer wasn’t coming as they had no 1000+ dishes to install. Understandable problem for new locals in CLT area, but he was mildly upset that no one called to TELL him they weren’t coming. He’s then told his install is rescheduled for Friday 2/16 (Appt #3). Still upset that he wasn’t called and no explanation from the CSR(s), he asks to speak to a supervisor. The CSR puts him on hold for 20 minutes then hangs up on him.
After being hung up on, he fires off an email to Executive office for assistance. Included all the normal contact info, but to date, this email has not been answered.
Well, not sure which day, but he realizes his local SD channels have been turned off (fan of American Idol…not good not having locals at all). He calls back and finally the third person he spoke too finally agreed to turn them back on, and tells him he keeps the same install date (2/15)
OK…fast forward to Thursday, 2/15…night before attempt #3. He calls E* to verify the install was still scheduled…as of 11PM, it was still being listed in the automated system as scheduled…to double-check, he talks to CSR who again verifies the appointment, and that all his contact info is still there, including his preference to call cell phone.
Friday morning, day of attempt #3, comes and goes…no installer, no call, no nothing. (see a pattern here yet?) He calls E* again…a bit more pissed than the last go round. Again…not installed because 1000+ dishes not available to installer. My brother goes through the whole story with the CSR and demands the direct number to the installer…CSR refuses…Brother asks for supevisor…CSR tells brother not to bother…Brother demands supervisor and finally gets one. After a full run down of events to date, and refusing to budge when no help is offered, they finally begrudgingly give him the number to the local installer. My brother calls him directly. After the guy gets over the fact that my brother was able to obtain his number, he proceeds to tell my brother that he doesn’t get very many 1000+ dishes, and that it isn’t his fault if Dish isn’t contacting him…so the installer calls Dish, and they end up on a three-way call (My brother, the installer, & Dish supervisor.) the surpervisor and the installer proceed to get in an argument over who’s responsible to contact my brother, why the installer isn’t getting equipment, and the apparent fact that each time my brother’s appt is missed, the installer was rescheduling it to the “bottom of the pile” (orders placed after his were getting the 1000+ as they came in) Dish finally gives my brother a program credit (not sure of amount) for his problems and installer offers first available appointment for 3/16. My brother goes off that they would put him off for another MONTH. Dish supervisor intervenes and tells the installer that he needs to re-order his priorities and they finally settled on Monday 3/12 (first day they were both available). (Appt #4)
OK…in the meantime…new issue pops up. His 622 decides to start randomly deleting all his recorded events…new, old, protected or not. He had probably 50 or so events that just started disappearing for no apparent reason. In 4 days time, it totally erased all it’s events and most timers stopped firing. Brother called E* to complain, and after trying to dismiss this as another “software issue”, they finally agree to ship him a new one. (Fourth time it’s been replaced…but that’s another story) No mention is made of the 1000+ install by either party. New 622 arrives, and this past Saturday (3/3) I help him install the 622 and we call to activate it. They tell him they have to cancel the his 1000+ appointment to activate the 622. We’d already installed and packed up the old one, so he agreed to do so and the 622 was activated. Before they rescheduled the install, my brother gave the CSR the cliff notes version of the events. CSR comes back that my brother is “in luck” (funny at this point) that there is an opening on Monday! (today…3/5 Appt #5) My brother explains his concern over equipment shortage and the local installer…CSR puts him on hold, comes back and confirms that installer has the 1000+ in-stock and he’d be there Monday morning. (how he could do that on a Saturday that quickly still escapes me
)
Well…this morning my brother gets up early and calls first thing to verify appointment…and is promptly told he doesn’t have one. (nifty, huh?)…upon this CSRs investigation, he’s told the computer automatically cancelled this one because he already HAS the HD locals. (cute, huh?) Brother gets totally pissed and hangs up. Calms down and calls back…demands to speak to supervisor…but is told he’s speaking to “Advanced Support” and that he “knows exactly what he’s doing” (direct quote)…brother explains the whole saga. Brother is told appointment cancelled because they turned his SD locals back on AFTER the appointment was scheduled, therefore the computer thought he had BOTH locals since their computer apparently doesn’t differentiate SD vs HD on the LILs. He “assures” my brother that he can correct the problem, and sets forth rescheduling the appointment for tomorrow (Appt #6) and “assures” him that his SD locals will be back on as he did all the steps in “proper order” for this to happen correctly. Brother says thanks…verified appointment and contact info and went about his day.
Sits down in front of TV for lunch…guess what? No locals…and now a new wrinkle…no HD channels either.
(He’s on AEP w/ HD, BTW) Calls back a tick irate again…explains the saga yet again, and gets transferred back to an “advanced” tech. Tech apologizes and “assures” him his channels will be back in 30 minutes. Two hours pass…still no locals or HD channels. Brother calls back one last time and just lets them have it. The tech tells him all he can do is send an email to complain if he wishes and gives him and email addy to use ('feedback@customermail.dishnetwork.com') At this point my brother has to leave for work, and is just waiting to see if anyone actually shows tomorrow. A check about an hour ago still shows the appointment as scheduled for tomorrow. If they no show again, I’m not sure what he’ll do…or even what we can do. CSR’s have been a total mess during this one…installer not any better…and Executive Office unresponsive (a first in my experiences).
Any suggestions on escalating this would be appreciated!
(and if you made it this far…thanks for reading it all!!!:up )
This all started right after these were made available back in late January. I told him about them as soon as they were turned on. He called the next day (1/26) and was told by the E* CSR that the upgrade would be free, all he needed was to have his Dish 1000 upgraded to a 1000+ (which we already knew). He was scheduled to have it installed the following week (2/1...Appointment #1). His schedule changed at work and he had to call back that same weekend and reschedule. For the sake of the rest of the story, this is the ONLY time he ASKED for it to be rescheduled. The rescheduled day was the following Tuesday Morning (2/6 - Appt #2).
Well, Tuesday morning came and went…no show, no call, nothing. At Noon, he calls E* to see when the installer would arrive, assuming he was just late. It took three different CSRs to determine that the installer wasn’t coming as they had no 1000+ dishes to install. Understandable problem for new locals in CLT area, but he was mildly upset that no one called to TELL him they weren’t coming. He’s then told his install is rescheduled for Friday 2/16 (Appt #3). Still upset that he wasn’t called and no explanation from the CSR(s), he asks to speak to a supervisor. The CSR puts him on hold for 20 minutes then hangs up on him.
After being hung up on, he fires off an email to Executive office for assistance. Included all the normal contact info, but to date, this email has not been answered.
Well, not sure which day, but he realizes his local SD channels have been turned off (fan of American Idol…not good not having locals at all). He calls back and finally the third person he spoke too finally agreed to turn them back on, and tells him he keeps the same install date (2/15)
OK…fast forward to Thursday, 2/15…night before attempt #3. He calls E* to verify the install was still scheduled…as of 11PM, it was still being listed in the automated system as scheduled…to double-check, he talks to CSR who again verifies the appointment, and that all his contact info is still there, including his preference to call cell phone.
Friday morning, day of attempt #3, comes and goes…no installer, no call, no nothing. (see a pattern here yet?) He calls E* again…a bit more pissed than the last go round. Again…not installed because 1000+ dishes not available to installer. My brother goes through the whole story with the CSR and demands the direct number to the installer…CSR refuses…Brother asks for supevisor…CSR tells brother not to bother…Brother demands supervisor and finally gets one. After a full run down of events to date, and refusing to budge when no help is offered, they finally begrudgingly give him the number to the local installer. My brother calls him directly. After the guy gets over the fact that my brother was able to obtain his number, he proceeds to tell my brother that he doesn’t get very many 1000+ dishes, and that it isn’t his fault if Dish isn’t contacting him…so the installer calls Dish, and they end up on a three-way call (My brother, the installer, & Dish supervisor.) the surpervisor and the installer proceed to get in an argument over who’s responsible to contact my brother, why the installer isn’t getting equipment, and the apparent fact that each time my brother’s appt is missed, the installer was rescheduling it to the “bottom of the pile” (orders placed after his were getting the 1000+ as they came in) Dish finally gives my brother a program credit (not sure of amount) for his problems and installer offers first available appointment for 3/16. My brother goes off that they would put him off for another MONTH. Dish supervisor intervenes and tells the installer that he needs to re-order his priorities and they finally settled on Monday 3/12 (first day they were both available). (Appt #4)
OK…in the meantime…new issue pops up. His 622 decides to start randomly deleting all his recorded events…new, old, protected or not. He had probably 50 or so events that just started disappearing for no apparent reason. In 4 days time, it totally erased all it’s events and most timers stopped firing. Brother called E* to complain, and after trying to dismiss this as another “software issue”, they finally agree to ship him a new one. (Fourth time it’s been replaced…but that’s another story) No mention is made of the 1000+ install by either party. New 622 arrives, and this past Saturday (3/3) I help him install the 622 and we call to activate it. They tell him they have to cancel the his 1000+ appointment to activate the 622. We’d already installed and packed up the old one, so he agreed to do so and the 622 was activated. Before they rescheduled the install, my brother gave the CSR the cliff notes version of the events. CSR comes back that my brother is “in luck” (funny at this point) that there is an opening on Monday! (today…3/5 Appt #5) My brother explains his concern over equipment shortage and the local installer…CSR puts him on hold, comes back and confirms that installer has the 1000+ in-stock and he’d be there Monday morning. (how he could do that on a Saturday that quickly still escapes me
)Well…this morning my brother gets up early and calls first thing to verify appointment…and is promptly told he doesn’t have one. (nifty, huh?)…upon this CSRs investigation, he’s told the computer automatically cancelled this one because he already HAS the HD locals. (cute, huh?) Brother gets totally pissed and hangs up. Calms down and calls back…demands to speak to supervisor…but is told he’s speaking to “Advanced Support” and that he “knows exactly what he’s doing” (direct quote)…brother explains the whole saga. Brother is told appointment cancelled because they turned his SD locals back on AFTER the appointment was scheduled, therefore the computer thought he had BOTH locals since their computer apparently doesn’t differentiate SD vs HD on the LILs. He “assures” my brother that he can correct the problem, and sets forth rescheduling the appointment for tomorrow (Appt #6) and “assures” him that his SD locals will be back on as he did all the steps in “proper order” for this to happen correctly. Brother says thanks…verified appointment and contact info and went about his day.
Sits down in front of TV for lunch…guess what? No locals…and now a new wrinkle…no HD channels either.
(He’s on AEP w/ HD, BTW) Calls back a tick irate again…explains the saga yet again, and gets transferred back to an “advanced” tech. Tech apologizes and “assures” him his channels will be back in 30 minutes. Two hours pass…still no locals or HD channels. Brother calls back one last time and just lets them have it. The tech tells him all he can do is send an email to complain if he wishes and gives him and email addy to use ('feedback@customermail.dishnetwork.com') At this point my brother has to leave for work, and is just waiting to see if anyone actually shows tomorrow. A check about an hour ago still shows the appointment as scheduled for tomorrow. If they no show again, I’m not sure what he’ll do…or even what we can do. CSR’s have been a total mess during this one…installer not any better…and Executive Office unresponsive (a first in my experiences).Any suggestions on escalating this would be appreciated!
(and if you made it this far…thanks for reading it all!!!:up )
