brad1138 said:why don't CSRs ask "is it snowing?" it seems they don't want to do even the most basic trouble shooting anymore, just create a trouble call and move onto the next call.
DIRT, can you comment on this?
Thanks,
Brad
***EDIT, make that "lose signal" - I had just woken up and was groggy
All DISH tech support agents HAVE to ask (it's there first question ("Have you checked to see if anything might be blocking the dish or are you having any bad weather?"). That is step one in their trouble shooting steps on the Techportal. CSRS then have a link to live weather conditions at the customers location including an interactive geo map with radar overlay. When and if there is bad weather they should NOT be doing any truck rolls... Period.
As a fallback.. If a frontline agent (who cannot do ANY truck rolls) does forward the call to advanced tech support (only ATS agents can send a tech out) they will again confirm the bad weather.
So with these call handling procedures I can't understand the OP comment above.
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