Since the installers are the first people that most have contact with in their contact with Dish, they need to do an excellent install or they will cause people to cancel due to unproffessional installs , poor service etc.
The second department that Dish needs to focus on is the customer service department. These people are the most contacted department that customers deal with after the initial install. They need to be WELL INFORMED of how the policies , rules and promotions work for leased and customers that own their receivers. These people cause a lot of unneeded cancellations due to unproffessional ways of handeling the customers. They either are from India or Pakistan and no one can understand them or they are clueless Americans with attitudes or plain don't care about their job performance.
Case in point I called to add a 622 to my 2nd account for my parents. I only wanted the ota stations and the hd Dish locals since we already had sd locals from Houston. The first tech I contacted was rude and told me you have to have the $20.00 hd pack and no exceptions. I argued back no ,that with the hd enabeling fee you could get your hd locals and ota stations but that could only happen if she enabeled my receiver to do so. She kept arguing and finally I said let me speak to a supervisor. She said "SURE! "and I waited for 20 minutes on my cell phone till she came back and said "you still there? I 'm still looking for a supervisor!" I said where , the next state?
I hung up and got a regular csr , a man who told me the same line and once again I said no if I leased yes I would have to have the hd pack but I OWN this receiver and check with a supervisor . He did and came back and said " Yes you were right and I will turn the hd part on ." He did so but charged me for a $59.95 dish upgrade that I didn't want or need since I did my own dish 1000.2 install. I had to write to the
ceo@echostar.com to get my bill straight.
Now all of this screwups, rude treatment and confusion by their part , not mine , would of caused most newbies to say : F*ck it and cancel the whole account. IF it wasn't for this web board and others I would definately not have known the rules about the hd enabeling fee and the place to email to get my bill straight. Just imagine how many cancellations are due to inept handeling of common basic billing mistakes, not following thier own rules and policies and not being informed of their own promotions.
I think if they would concentrate on both the installers doing their job right initially and the csrs and techs doing their job ongoing, this would improve the churn rate at DISH alone and they could add even more subs because of POSITIVE word of mouth by happy subscribers who speak well of the company. That is how Dish built themselves up from the begining . Just imagine all the negative word of mouth by those who have cancelled because of bad installations, bill screwups, rude csrs and techs? Each one tells about 10 people about their bad treatment and experience and then they tell 10 people and so on,and so on and so on.
INstallers first
Csrs & techs second.
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