Echostar Needs Advanced Customer Support Department

[rdinkel]

Folks, What has hit me these past few weeks is that Echostar really needs to establish an advanced customer support department where policy issues and unresolved customer concerns can be addressed quickly. It is absurd that we have only two choices when dealing with DishNetwork: 1) Call CSRs who cannot handle unique situations, or 2) Email the CEO directly. This just does not make any sense! They need to keep the 1-800-333-Dish crowd to handle the routine calls. But it would really be helpful to have a place to turn for Advanced Customer Support. Much of the frustration and distrust that is exhibited on these forums could be avoided if there were accessible points of contact within the Echostar corporate structure to deal with pressing customer issues. Some say you can do that now, but that is only if you met someone at a trade show or have established a personal channel by some other means. Why not have published point-of-contact info on their web site with email and phone numbers for various categories of issues. Free up their multi-billionaire CEO from being the only known entree into Echostar/Dish corporate structure.

There. I feel better now!!! Bob

 

[Stargazer]

Sometimes I think Echostar needs a LOT more than that!

 

[SatinKzo]

1) Call CSRs who cannot handle unique situations, or 2) Email the CEO directly. This just does not make any sense! They need to keep the 1-800-333-Dish crowd to handle the routine calls.

Hell, I would take just some native english speaking CSR's who can handle a simple programming package change. I should not have to call 3 times to downgrade my service. Then argue to get the change in billing set back to the original day I asked to be downgraded.

Pretty sad the only way I got it resolved was to threaten to cancel outright and they transferred me to an honest to goodness english-is-my-first-language person who, while didn't speak elequently, at least could think and talk outside the script that the other CSR's seem to use. I explained it to him exactly as I did the first line CSR"s and it was all taken care of quickly and waived the downgrade fee for my trouble.

Disclaimer: I am not racist or prejudice, I just expect someone on the other end to be able to understand me and I should be able to understand them.

 

[mikethedishguy]

As an industry I think that corp america needs to look at how they handle CSR's. If a CSR cannot speak english clearly its like a installer going to an install without a drill. It's just a tool that is needed to complete a job.

E* needs to train there CSR's more completly. It is a rare day when I dont have at least one problem with an CSR on the phone. And I never contact E* for any technical help, The CSR's read from a screen and if it isn't in the screen they don't know the answer. And advanced tech isn't much help eather.

The answer is TRAINING, I dont think that E* is doing enough.

 

[oldbob]

At least we've got reasonable support according to JRPowers. I used to have Charter where they have the worst customer satisfaction in America. My best friend still has Charter and, apparently, Charter hasn't changed. Personally, I've always been satisfied by the CSRs, but I may be easy.

 

[stone phillips420]

IF I WAS BLIND ,DEAF, and DUMB
I would apply to Dish Network to be a CSR

 

[rdinkel]

IF I WAS BLIND ,DEAF, and DUMB
I would apply to Dish Network to be a CSR

Bet you would have problem filling out the applications.

 

[Pils]

IF I WAS BLIND ,DEAF, and DUMB
I would apply to Dish Network to be a CSR

One little problem stone. Those things right there show you are qualified, but you speak ENGLISH. That is not what they want. I have never talked to an E* CSR who speaks english. That way, they can speak lies to the customer and not listen to the real problem.

 

[Stargazer]

There's probably less to go wrong with cable therefore they don't need as much support.

 

[SatinKzo]

I think my local charter gets the dish rejects.

 

[Van]

I deal with them every day as I am an installer, some times I get the call center in India at wich point I just hang up and call back. Most of the time I get either one of the regular call centers or sometimes I get the english / spanish department. Regardless though of who I get I am able to %99 of the time able to resolved normal and chaotic out of this world issues with one call and about 30 mins at the most except for the extreme cases.

Having read these boards and others I do think that in many of the complaintants issues that it is a communication issue on the part of the issuer of the complaint(s)
to clearly explain the issue(s) at hand. Another problem is how the subject is approached with the CSR, if you get up in theyr face so to speak then dont expect to get very far, the old saying of treat others as you would want to be treated holds true. If you keep a slightly positive demeanor with a CSR it will most often go a long way and things will go more smoothly. Lastly be sure to have detailed information and try to be at the location of the sat system when your talking with the CSR or with tech support, this will aid you in your quest to find a resolution, and the last thing that you MUST DO is always ask the CSR for their operator id so that you have something to fall back on if what you were told and promised doesnt come about.

Keep this in mind, this is what I see as a problem and what I see as a solution having dealt with my companies CSR's for the last near 6 years on a daily basis. I also know that theyr job is a tough one when it comes to having to sit at a desk all day and talk to a mix of happy and unhappy people and to be making $9.00 an hour and this part of any industry has a turn over rate of %125. What Im suggesting may for some of you be like pulling teeth with pliers while drinking concentrated lime juice but it is what I do when I deal with them and it has rarely failed me when I want to get an issue resolved.