Yes it was the wait to even get someone on the line. There will always be some event going on, always excuses. There has to be an expedited method for this....?
Sent from my iPad using Tapatalk
I am sorry it did take so long, but it's not an excuse, so to speak. Dish has x number of agents, and college football Saturdays do have a lot more volume. I can tell you, there has been a lot of requests to get people who do not normally work Saturdays to come in and work overtime to help cover the rush. There's been a lot of talk on different threads here about what a horrible company Dish is to work for, and one of the bad things used to be mandatory overtime. In the past, they would force employees to work a sixth day (at overtime pay), and as expected, that makes a lot of employees mad and they eventually quit. So, the last couple years, it's a voluntary thing.
Do realize, I am not trying to justify it, but explain the "why" of the situation. I've generally not seen people have to wait in the IVR system any more than 4-6 minutes to talk to an agent at the highest volumes, although it can get peaky. All part of why self-service options are given, including the Dish chat. There were a LOT of calls yesterday from customers wanting to move from the AT120 to the AT120+ to get the SEC network, for example, a move that can be easily accomplished online (or via chat). Dish is very aware of when wait times increase, and I can tell you, Dish, in real time, works pretty hard to minimize it. The first weekend of the college football season is usually the worst one of the season, and while a lot of things were done, it wasn't always enough. I can tell you, though, that certain times of the day yesterday, there was a zero wait time, with agents waiting for a call with none coming in.
As a Dish employee, my opinions are my own, and do not represent my employer in any way, shape, or form.
