Terrible Customer Service!! (Yellow card problem)
I have been a dish network customer for almost 2 years. This month out of the blue I started getting a message that I needed to input my "new Yellow card" or I would lose my channels.
I have not recieved a new card, so about a week ago I called them and told them I did not recieve it. They told me they would send one right away. I asked them what will happen if it does not arrive on time as I do not want to lose service over the holiday weekend. They said it was no problem, they could extend my existing card. OK so everything is fine.
Well, yesterday I lost a channel (I have two packages, one with one channel, one with two, both international. The one with two shuts down on a different day). I called them up and asked them to extend it while I waited for the card in the mail. She told me no problem, wait about 15 minutes and it would be back. A half hour later it is still not working. I call them back and the CS guy this time tells me it (yellow card) has never been sent! Then he says "strange, there is no page to send a new one". Then he apologizes and says it is "our fault", we will send one out overnight right away.
Well, so far OK. I ask him, well in the interim can we get my channel turned back on? He starts some explanation that does not make sense and says he cannot do it. I say you mean it is not possible? At this it gets strange and he says everything but *not* it is "not possible" (vs *he* can't do it). Now I am getting the idea there is somethng else weird going on so I ask him who can help me with this? He sends me on to the "Yellow card people", whoever they are.
Then these people get on the line and I tell them the situation. They tell me they will send the card via "UPS" and it will take 4-5 days. By now I am getting agitated. The other fella said they would send it overnight! They tell me they cant. I then ask them to turn on my channel until I can get the new card. She tells me she can't. I say, I do not understand. I believe you can because two reps told me you can. What is the *real* reason you cannot, is it a policy or concern of abuse? If so how can we get verified or find a way to keep me from being interrupted. She says there is not way I will have to wait. But never directly answers my question.
Strange. Tell me. Are they paranoid that people are misusing the system? I only have one receiver and I do not share it. I can't believe they would treat a long term customer this way.
I have been a dish network customer for almost 2 years. This month out of the blue I started getting a message that I needed to input my "new Yellow card" or I would lose my channels.
I have not recieved a new card, so about a week ago I called them and told them I did not recieve it. They told me they would send one right away. I asked them what will happen if it does not arrive on time as I do not want to lose service over the holiday weekend. They said it was no problem, they could extend my existing card. OK so everything is fine.
Well, yesterday I lost a channel (I have two packages, one with one channel, one with two, both international. The one with two shuts down on a different day). I called them up and asked them to extend it while I waited for the card in the mail. She told me no problem, wait about 15 minutes and it would be back. A half hour later it is still not working. I call them back and the CS guy this time tells me it (yellow card) has never been sent! Then he says "strange, there is no page to send a new one". Then he apologizes and says it is "our fault", we will send one out overnight right away.
Well, so far OK. I ask him, well in the interim can we get my channel turned back on? He starts some explanation that does not make sense and says he cannot do it. I say you mean it is not possible? At this it gets strange and he says everything but *not* it is "not possible" (vs *he* can't do it). Now I am getting the idea there is somethng else weird going on so I ask him who can help me with this? He sends me on to the "Yellow card people", whoever they are.
Then these people get on the line and I tell them the situation. They tell me they will send the card via "UPS" and it will take 4-5 days. By now I am getting agitated. The other fella said they would send it overnight! They tell me they cant. I then ask them to turn on my channel until I can get the new card. She tells me she can't. I say, I do not understand. I believe you can because two reps told me you can. What is the *real* reason you cannot, is it a policy or concern of abuse? If so how can we get verified or find a way to keep me from being interrupted. She says there is not way I will have to wait. But never directly answers my question.
Strange. Tell me. Are they paranoid that people are misusing the system? I only have one receiver and I do not share it. I can't believe they would treat a long term customer this way.
