Well, thank you to Scott who relayed a message that Dish was trying to get a hold of me. I just spoke with Jade Roberts who is Operations Manager for dish. He apologized profusely and made it clear that he was every bit as appalled as I was at the way the CSR handled things and the manner in which I was treated. He asked if we had resolved the issue with the vip722 and I said that I had not wanted to call back the last couple of days, so the unit was still not functioning properly. He sent a new unit out right away and also gave me a full months credit for Dish. He could not have been nicer. I was nice to him as well and just explained that I was rather taken aback by the situation. He told me that he dealt with the situation as soon as he was made aware and that the person I dealt with was no longer with the company.
Now I know, some may say I should have demanded more compensation ( certain relatives of mine have voiced this,) but that is not really what this was about. All I wanted when I contacted tech support was a replacement for my malfunctioning receiver. I was offended and a bit upset over what had transpired, but really I was no worse for the wear. I was not injured or out of pocket any money just by dealing with someone who was unprofessional. I don't think I would have felt very good about myself if I got really angry with the gentleman trying to correct the situation. So I accepted the free month and thanked him for his concern and prompt response. He also left his direct line for me to call whenever I need assistance from Dish in the future.
In today's climate where customer service ( not just with satellite or cable companies, but in all aspects of consumerism) has been steadily declining, I found it nice to have a conversation with someone who actually was concerned about losing a customer and for any blemish that may leave on the company. I feel good about the resolution. So thanks, Jade from Dish, and thanks to Scott as well.
