Dish Network takes advantage and brow beats unsuspecting customers. Rotten customer service *EDitor's Comment
I have been a customer of Dish Network since 1998. On January 20, 2002 my reciever stopped working. I called to cancel my service and was not allowed to do so. I was kept on the phone and transferred first to one then to another for hours. I was so upset durring this ordeal my husband got on the phone several times and explained they were upsetting me and I just wanted to cancel my account since we had no reciever.
Finally, just to get off the phone and stopped being harrassed by these so called customer service people I relented and agreed to another year contract with a free reciever. I recieved the replacement reciever on January 28, 2002 and put the one that was replaced in the box the new one came in and sent it back with the UPS man.
I then called in to Dish Network to get the programming turned on. On February 9, 2002 I recieved two bills. One was my normal bill and everything was as I was told it would be. The other one had a different account number. I called Dish Network and stayed on the phone for hours.
I explained that I thought they made the error when I called in to have the programming on. They put the replacement reciever on a new account number. This would cause me to pay two bills. Each person I talked to got nastier. The first one turned off my programming. Her name was Belinda.
I called back and started the whole story again. This persons name was Victor. He immediately told me I had recieved the reciever fraudulently and I was being put under investigation for opening two accounts with Dish Network. He would not let me speak to a supervisor. He said he would not turn my programming back on. He said my husband had to call in to verify my "story".
My husband called later and talked to Erin. She turned the programming back on and my husband thought the matter was taken care of. But I knew from dealing with these people that it was not. I called this morning and talked to TR. I told him to check the account and make sure the smart card number was now correctly on the right account number. He said it was not. I am right back where I began.
I am still paying for an account Dish Network, customer service people put my smart card number on. This started the run a round again. He said someone would call in 48 hrs. to fix it. Dish Network refused to let me cancel on January 20, 2002 and they created all these problems for me. This matter has upset me to the point I am sick over it.
5 Updates & Rebuttals
Frances
Merritt Island,Florida,
U.S.A.
Problem solved with Dish Network ..I would not let them brow beat me
#6Author of original report
Sun, March 23, 2003
I am the one who wrote the report. I got another satellite service December 2002. It was such a pleasure to call Dish Network and cancel. I would not let them brow beat me. I simply stated I had taken down my dish. It was no longer connected to my house. I did not want to keep it on under any circumstances. T
he person was rude but reluctantly cut off my service. I am very happy with the new company I went with. They have a very nice customer service dept. To anyone out their who has Dish Network go with another satellite company as soon as possible. Maybe if they lost all their customers management would do something about their customer service people.
Jennifer
Madison,Wisconsin,
U.S.A.
A similar thing happened to me re: asking to speak to supervisor at Dish Network rude & evasive
#6Consumer Comment
Sun, March 23, 2003
I just wanted to add that I had a similar experience when trying to get a supervisor on the line while talking to a Dish Network customer service representative. I was complaining because a customer service representative on 3/5/03 had said that Dish Network could help me in the dispute I had with my satellite installer (they signed me up for a promotion other than the one I'd asked for, costing me an extra $54 --
I'll be filing a separate "ripoff report" about that), but the Dish Network rep. I spoke to on 3/12/03 was adamant that there was nothing they could do. I asked to speak to a supervisor & he initially didn't want to put one on the line, but finally relented.
He was unhelpful/rude/evasive, & when I was done he wouldn't give me the phone number of the Dish Network headquarters in Littleton, CO and claimed that he couldn't give me their fax number either because "they didn't have a fax machine". As far as the broken written contract between me and my satellite installer (which was a problem that could have been fixed by Dish Network, if they had wanted to be helpful), they said I'd just have to sue my installer in small claims court (not taking any responsibility for the installers they "recommend" on their website).
Melanie
Pittsburgh,Pennsylvania,
This is Not True ..at least in our call center.
#6UPDATE Employee
Tue, July 30, 2002
Let me say this , we do not, but i should only speak for my self (EDitor's Comment: Thank you!
Just because you don't do it does not mean it is not a widespread practice), keep our customers away from supervisors at all costs. I find this to be a very untruthful negative statement generalizing all CSR's within DishNetwork.
Like in any work place you will have a few bad apples that will make the rest look bad but there are more good reps then there are bad. I can speak for myself personally in saying that I will go out of my way to help any customer from #1 to #7,000,000 with any problem that occurs. The problem becomes that customers sometimes do not like the answers that they are provided with & feel like we are brushing them off & saying "oh well...next call". This is not the case.
If you sign a contract you are expected to follow through on your end ,just like you expect us to follow through on our end.
To all customers who feel they are not being helped or feel wronged... ask to speak with a manager or ask for The Executive Office. Or maybe you will come through to a member of my team or my call center & you will receive the help & outcome that you desire. Any customer who has ever spoken to me regarding an escalated issue has always been given my name & my operator ID # & also the name of my supervisor & call center.
What people also need to hear is the positive experiences that or customers receive not just the negative.
All people regardless of who they are can give atleast 1 example of a bad customer service from any company. But when they stop & look back someone in the company has tried to rectify the situation for them.
Also just as an FYI.... I am printing some of these issuses to take into my General Manager & the Director of my call center so that during our team meetings we can discuss these horror stories & prevent these from happening... at least in our call center.
EDitor's Comment to the Above DISHNETWORK shill
#60
Tue, May 28, 2002
This bozo want you all to think that something will be done by this company if you take down names and numbers.
Our investigations show us that they will deny, deny, deny right up the corporate chain.
Here is their real customer service strategy; keep the customer away from the supervisor at all costs, that includes hanging up if necessary (they can always claim that the customer was rude and abusive). If the customer gives you any crap, screw with their account; the customer has no record of what was said or promised - you can do what you want and they can't prove anything. It's your word against theirs.
You all can see why DISHNETWORK has such a lousy customer service reputation. They think that the customer needs them and their existence is the customer's salvation. How screwed up is that?
David
El Paso,Texas,
get a name....
#6UPDATE Employee
Tue, May 28, 2002
I am a current employee of DishNetwork and I do sympathize with your current situation. If I may please let me give you some information and a little advice.
First off, I noticed you were upset about being put under investigation for 2 accounts. That is company policy that when an agent answers a call and 2 accounts are reached under the same name, they are advised to let their supervisor know.
That it was an agent error, I do apologize and do not feel "threatened" by this investigation, it is merely a check to veify the purchase, or in your case, delivery from our dept. of the equipment. Now as far as the supervisor who would not escalate your issue. As soon as an agent answers the phone they will say "thank you for calling dishnetwork my name is ________, with whom am I speaking".
Listen for their name and write it down. In a supervisor-necessary situation such as this, provide your last name and home phone # with the area code, as this is necessary to access your account. As soon as the agent asks how she/he may help, before all else, ask "may I have your operator ID" this ID will enable any supervisor to find the name, position, and location of any agent.
This way if a supervisor denies assistance, you have all necessary information in the event that you have to call back and escalate the situation again. Not all of us agents are all that bad. I wish I had the opportunity of receiving your call as I assure I would have given you the one-call-resolution that we should all strive for.
I once again apologize for the actions of my colleagues and do plead that you bear with the assholes you may encounter and just wait until you get one of us good guys. You have my sincerest apologies. Feel free to contact me Just make sure you leave a good subject line so I remember who you are.