Coming soon to E* - Phonebots!

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They will get less calls by doing things right the first time around. They need to train the CSRs that they have and the trouble calls will go down. It's gonna be a nightmare.
 
Great - more crap.

Really thoughe. The people in India might as well be automated (I doubt many there have Sat service).

All they do is type in your question, and read off the troubleshooting steps from the screen.
 
they have also changed the promps to get to tech support. adding things about ordering hd and recently "if this is not a problem with your equipment"
 
If your HDMI port has stopped working press 1, if your check switch test says no signal press 2, if you want to bitch about Distant Nets going away press 3, if you want to complain about the lack of Cinemax HD or your regional sports net's HD feed press 4 .....

Um, no....

We'll have to drill through layers of "change your batteries" and "...is your TV on channel 3"?
 
Well I dont like the automated system or the CSR's. I ask a question and they tell me one thing but I figure it out and get it to work myself and when I explain what I did they tell me the unit isnt supposed to work the way I have it working :)
 
David_Levin said:
Great - more crap.

Really thoughe. The people in India might as well be automated (I doubt many there have Sat service).

All they do is type in your question, and read off the troubleshooting steps from the screen.
Click to expand...

This is what Dish wants. If you deviate from the scripting you will be scolded, threatened, and then terminated... and not just in India. Dish treats TSR's like crap and blames them for an EXTREMELY inept middle management. There is a reason Dish has an ungodly turnover rate when it comes to employees. I'm certainly glad that I found something better.

There are certain issues that the scripting, due to seemingly have been developed by chimps, simply cannot fix. Even some TSR1's realize how inane much of it is. Those that go above and beyond to fix the issue are actually scolded.
 
"If you want to order new equipment, Press 1"
"If you want to order PPV, Press 2"
"For all other calls, please hang up." :D
 
David_Levin said:
All they do is type in your question, and read off the troubleshooting steps from the screen.
Click to expand...

Which is pretty much what any 1st level help desk does in any industry.

You really can't do much more than this with first level support.

What you do is to train your reps to understand the problem as accurately as possible and make your searchable knowledgebase as easy to use as possible.
 
Dish Network's "Talk to the Phonebot" campaign is just another extension to their current "Talk to the Hand" policy. In any case, I can't see how this can possibly be any worse than dealing with Dish Network India, Phillipines, or South Carolina for that matter; none of them speak proper english. :rolleyes:

When in doubt, call Tech Support!:)
 
Interesting that E* averages 11 calls per year per subscriber and D* averages 8. I believe E* has 37 1/2% more calls because they have more problems with their equipment...
 
grb said:
Interesting that E* averages 11 calls per year per subscriber and D* averages 8. I believe E* has 37 1/2% more calls because they have more problems with their equipment...
Click to expand...
Bingo. Most of my calls are to replace defective receivers. I have two 622s and have already received three replacements (2 for HDMI and 1 DOA). I must admit both 811s and a 942 worked perfectly while I had them.
 
David_Levin said:
Great - more crap.

Really thoughe. The people in India might as well be automated (I doubt many there have Sat service).

All they do is type in your question, and read off the troubleshooting steps from the screen.
Click to expand...

not true, i've done tech support before (for verizon dsl) an thats not how it worked for us, but we did have a list of required steps to cover before "escallating" and beleve me there is a reason why they seem "robot like" going through those steps. because their supervisor may be listening in on the call and its a write up if they skip entirely or any of the steps at all. so next time keep this in mind when they ask if its plugged in (i allways laughed at that one, wonder if anyone ever said no it wasent),ect....
 
Perhaps if you use the Phonebots to drop programming you can avoid the $5 / $10 drop programming fee ... :rolleyes:
 
Yup...Here in Canada Bell ExpressVu has already done this and it's such crap. You can activate a receiver by reading off the numbers but it doesn't understand and has to transfer you to a CSR anyway.
When calling tech support it first tells you that if you are calling about a PVR,dual tuner or HD receiver to press 1.(That transfers you to a level 2 TSR). It doesn't even give you an option for a standard recevier. It tells you to press 2 for comin problems then it tells you to press 1 if your signal is gone, 2 if you see a black, blue or snowy screen etc. It rambles on for a few minutes about how to fix the problem then you can speak to a level 1 TSR.
And billing...I won't even bother to go their.
 
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