I did last night. Spent two hours from 7pm until 9pm with 3 different people about a problem that appeared last night. I noticed that all my HD network stations had gone dark, including the west coasties where I live. So at 7pm, when my cellphone charges are zero, I called. CS #1 spent 25 minutes with me trying to diagnose the problem. All of my waivers were in order as was my billing. So after 25 minutes off to the level 2. Oophs, D* hung up on me, with their lovely "Good Bye" message. Call again, and got someone else, I complain about being cut off, this guy spends about 30 minutes of my time before he puts me on hold for 19 minutes and never comes back.
I hang up and call back really pissed. I spend the next hour of my time with CS #3. She spends about 50 minutes working very pleasantly thru lots of options before telling me it will cost me $60 dollars for a service call because obviously I have a hardware problem. I push back saying NO WAY. Then because I've been with D* for 8 years, she graciously compromises down to $30. I say NO WAY. So she explains why its my problem. Since I can't get any HD channels, its obviously my problem. Oophs, I do get HD channels, just not the Network channels, I patiently explain. Oh, she says.
So I go back on hold for a few minutes and she returns all cheerful and informs me that D* has a KNOWN ISSUE with H10 receivers after cutting off their customers from the distant network feeds. It only took 2 hours for D* to tell me this.
Some customers like me who should be getting both coast feeds were inadvertently cutoff due to a D* problem. She told me this problem should be resolved in the next couple days. Oh. Hmmm, I think they must be stumped if it takes that long.
There were other ridiculous diversions during my conversations, but safe to say, while my calls to D* arent frequent, they have been far from the professional experiences I had with them from about 1997 until maybe 2-3 years ago. Something has changed with them, and its not good for customer retention.
I hang up and call back really pissed. I spend the next hour of my time with CS #3. She spends about 50 minutes working very pleasantly thru lots of options before telling me it will cost me $60 dollars for a service call because obviously I have a hardware problem. I push back saying NO WAY. Then because I've been with D* for 8 years, she graciously compromises down to $30. I say NO WAY. So she explains why its my problem. Since I can't get any HD channels, its obviously my problem. Oophs, I do get HD channels, just not the Network channels, I patiently explain. Oh, she says.
So I go back on hold for a few minutes and she returns all cheerful and informs me that D* has a KNOWN ISSUE with H10 receivers after cutting off their customers from the distant network feeds. It only took 2 hours for D* to tell me this.
Some customers like me who should be getting both coast feeds were inadvertently cutoff due to a D* problem. She told me this problem should be resolved in the next couple days. Oh. Hmmm, I think they must be stumped if it takes that long.
There were other ridiculous diversions during my conversations, but safe to say, while my calls to D* arent frequent, they have been far from the professional experiences I had with them from about 1997 until maybe 2-3 years ago. Something has changed with them, and its not good for customer retention.
