Complaint Review: Dishnetwork/ EchoStar

For call centers in general, you're either going to get an outsourced person (probably in India or the Phillipines) or an inexperienced twenty-something who speaks English, but doesn't have much experience, because call centers have one of the highest turnover rates, not just at DishNetwork but everywhere. It's a revolving door. If you ever talk to an employee who's been with the company over a year, you've just hit the statistical jackpot. This isn't to say DishNetwork is a bad company to work for, it's a terrific company, but most long-term employees certainly have moved up from taking customer service calls. It doesn't take much imagination to see why.

Given this disadvantage, I don't find it surprising that they couldn't locate the return address. The user interface we use sometimes puts pertinent information, like return addresses, heck even the mailing address for making a PAYMENT, in obscure places. It can be like finding a needle in a haystack in the mindboggling pile of information and resources we have stored for us.

None of this probably matters to you, poor customer service is poor customer service regardless of who's fault it is.

But one final note: Technician picking up equipment when cancelling. That never happens, unless you're willing to pay for it. Dishing out money to pay for a truck roll, gas, technician compensation, and time to collect equipment for a customer who we're no longer servicing and getting paid by would be adding insult to injury. You will be shipped boxes to do it yourself. If your girlfriend broke up with you against your will, would you buy her a flower and pay for the suitcase to pack her things? I'm thinking not. It stinks, but, it's kind of common sense, isn't it?

For call centers in general, you're either going to get an outsourced person (probably in India or the Phillipines) or an inexperienced twenty-something who speaks English, but doesn't have much experience, because call centers have one of the highest turnover rates, not just at DishNetwork but everywhere. It's a revolving door. If you ever talk to an employee who's been with the company over a year, you've just hit the statistical jackpot. This isn't to say DishNetwork is a bad company to work for, it's a terrific company, but most long-term employees certainly have moved up from taking customer service calls. It doesn't take much imagination to see why.

Given this disadvantage, I don't find it surprising that they couldn't locate the return address. The user interface we use sometimes puts pertinent information, like return addresses, heck even the mailing address for making a PAYMENT, in obscure places. It can be like finding a needle in a haystack in the mindboggling pile of information and resources we have stored for us.

None of this probably matters to you, poor customer service is poor customer service regardless of who's fault it is.

But one final note: Technician picking up equipment when cancelling. That never happens, unless you're willing to pay for it. Dishing out money to pay for a truck roll, gas, technician compensation, and time to collect equipment for a customer who we're no longer servicing and getting paid by would be adding insult to injury. You will be shipped boxes to do it yourself. If your girlfriend broke up with you against your will, would you buy her a flower and pay for the suitcase to pack her things? I'm thinking not. It stinks, but, it's kind of common sense, isn't it?

For call centers in general, you're either going to get an outsourced person (probably in India or the Phillipines) or an inexperienced twenty-something who speaks English, but doesn't have much experience, because call centers have one of the highest turnover rates, not just at DishNetwork but everywhere. It's a revolving door. If you ever talk to an employee who's been with the company over a year, you've just hit the statistical jackpot. This isn't to say DishNetwork is a bad company to work for, it's a terrific company, but most long-term employees certainly have moved up from taking customer service calls. It doesn't take much imagination to see why.

Given this disadvantage, I don't find it surprising that they couldn't locate the return address. The user interface we use sometimes puts pertinent information, like return addresses, heck even the mailing address for making a PAYMENT, in obscure places. It can be like finding a needle in a haystack in the mindboggling pile of information and resources we have stored for us.

None of this probably matters to you, poor customer service is poor customer service regardless of who's fault it is.

But one final note: Technician picking up equipment when cancelling. That never happens, unless you're willing to pay for it. Dishing out money to pay for a truck roll, gas, technician compensation, and time to collect equipment for a customer who we're no longer servicing and getting paid by would be adding insult to injury. You will be shipped boxes to do it yourself. If your girlfriend broke up with you against your will, would you buy her a flower and pay for the suitcase to pack her things? I'm thinking not. It stinks, but, it's kind of common sense, isn't it?

The best way not to get a hold of some twenty-something, inexperienced person on the other line that makes these types of mistakes is by asking to be immediately transfered to escalated issues.

If they don't know what you're talking about, have the ask their immediate supervisor. It may create a long wait time, but it may be worth it.

The reps that are first to receive calls about payments are called "TSR's." Their duty is to make calls as short and sweet as possible....not provide good customer service. They are the bottom of the company chain.

Their software is really intricate, and the "newbies" don't quite have the grasp of it, so multiple payments are common. Once you get a hold of escalated issues, they will get things figured out typically. I've seen LARGE refunds handed out, without any need for court fees. Just take care of it quickly, since Dish Network has in the past neglected a full refund including overdraft fees if it's taken too long to fix the problem.

P.S: I shouldn't say this, but the best way to get the cheapest service is to cancel your service, then wait a month and sign back up by getting a hold of the "Buy Back" department (as they call it). A lot of times, they have better discounts than signing up as a new customer.

I think Dish Network is the best company for Digital TV, as long as you know the short cuts around all of the annoyances. They just hire too many unexperienced people, and outsource too much. If you get an Indian man named "Joseph" or "John," or something along those lines; HANG UP IMMEDIATELY, he will not understand your problem.

First of all, you should have researched the service agreement. They legally have the right to debit your card for the equipment. You just can't walk up to the store to return the equipment. They use ups. Ups will give you paid shipping boxes with tracking numbers to return your equipment. You keep the tracking numbers of your shipment from you to dish to prove that you returned the equipment. You don't have any proof if you just walk up to a store, or department to return you equipment. They know the address but will not tell you for your own benefit because if you just go there and drop off the equipment, what happens if that person steals your equipment, you don't have official tracking numbers from ups to prove you don't owe the bill anymore.

Also, there are several different locations all over the country and your equipment may have to go across the country. They have a location in Georgia, Colorado, and Texas. You are in NJ. Last I remember, they don't have a location drop off site. They never will. You must also keep your tracking numbers from ups to call dish once they receive the equipment (track it via ups com) and then ask for your credit and refund. Follow up with dish a week later to make sure it was put back on your card (make sure you didn't close your card) or it will be mailed. Putting it on the card takes days and mailng takes weeks. and never go back to dish network.

The reason the employees at Dish Network don't know where you're supposed to return equipment to is because there are four (that's right, 4) different places you might be asked to return equipment to. However, they should have been able to e-mail you shipping labels to return equipment with.