I sent the following email to CEO@Dish tonight. I find it unbelievable how poor their customer service is with the competition they face. I consider their technology superior but find they are the worse to deal with. Why do they not want to shine?
Of course, I am not able to have UPS pick up the wrong DVR but must go out of my way to find a UPS store where it will go. Drop boxes won't do. The customer is always wrong with them and I wonder why.
John
I ordered an upgrade (dish-up) for an HD-DVR in place of our 222. Dish sent an old 522 which is not similar. When, I called tonight after waiting and waiting while the CSR constantly had to put me on hold. I was told nothing further would happen until they received the incorrect shipment back.
When I ordered the upgrade, the CSR also constantly put me on hold while he was “checking” something. I confirmed a number of times with him to make certain it was the HD-DVR, I was ordering. I felt so uncomfortable with the poor communication, I called DISH the next morning to confirm my request. After, again, many holds for “checking”, I was assured it was an HD-DVR.
I hope this level of service is not standard. Frankly, when they system works, it is good but signal loss occurs almost every night and I have to reboot the 222. The 622 downstairs can be changed to a non-HD picture but the 222 must be rebooted. I do have a clear shot to the sky and it has been checked in a subsequent service call.
My complaints.
1.Poor customer service on the telephone.
2.The inability of CSR’s to have any idea what they are doing constantly having to ask someone else.
3.The idea that your shipping mistake creates additional work for me, the customer.
4.Waiting extra time for the device I ordered the first time.
Of course, I am not able to have UPS pick up the wrong DVR but must go out of my way to find a UPS store where it will go. Drop boxes won't do. The customer is always wrong with them and I wonder why.
John
I ordered an upgrade (dish-up) for an HD-DVR in place of our 222. Dish sent an old 522 which is not similar. When, I called tonight after waiting and waiting while the CSR constantly had to put me on hold. I was told nothing further would happen until they received the incorrect shipment back.
When I ordered the upgrade, the CSR also constantly put me on hold while he was “checking” something. I confirmed a number of times with him to make certain it was the HD-DVR, I was ordering. I felt so uncomfortable with the poor communication, I called DISH the next morning to confirm my request. After, again, many holds for “checking”, I was assured it was an HD-DVR.
I hope this level of service is not standard. Frankly, when they system works, it is good but signal loss occurs almost every night and I have to reboot the 222. The 622 downstairs can be changed to a non-HD picture but the 222 must be rebooted. I do have a clear shot to the sky and it has been checked in a subsequent service call.
My complaints.
1.Poor customer service on the telephone.
2.The inability of CSR’s to have any idea what they are doing constantly having to ask someone else.
3.The idea that your shipping mistake creates additional work for me, the customer.
4.Waiting extra time for the device I ordered the first time.
