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Dishnetwork MANDADTES Incompetance

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I have a couple of dish installers in my area that really don't care about any mandates from E*. They will install/reconfigure, etc. anything you might want.
 
I thought DN wanted to avoid the TC call to a CSR because that holds up the call center and cost too much money. I assumed that dish wanted us to put notes in the econnect pertaining to our call back numbers.

I think the is a local GM-QA thing with the poster and not from DN.

As of 3pm MST still nothing on the retailer website about this matter and got no memo's on this.
 
ZandarKoad said:
I've been doing installs for over three years. I estimate my new installs at somewhere around 2,000. Since day one I've given customers my PERSONAL CELL PHONE NUMBER to ensure that their system is working or it's MY PROBLEM.

If you were a customer would you like to talk to a guy in a cubicle in India who's never physically touched a Dish?

Or would you rather talk to the SAME PERSON who was at your house, did 2000 installs, and speaks English as his first language?

Personally, I would like to have an option. I would like to be able to get ahold of the original tech AND I would like the option of calling the guy in India. Sorry Charlie's customers. No such luck.

Dishnetwork now forbids technicians (in our state at least) from leaving ANY PHONE NUMBERS WHATSOEVER (except the 1-800-333-3474 number) in the customer's house, on the paperwork, in the account notes, or anywhere else. Penalties for violating this policy include WEEKS of suspensions.

I've had customers who've called me AFTER they spent HOURS on the phone with CSRs, and they were ecstatic to finally speak to someone who knew English. Well, thanks to this policy I'll never have to talk to another customer again on the phone (kinda nice actually) and our Trouble Call rating will probably double at least (not so nice).

Lets here it for Customer Dis-Service!!! HIP-HIP-HURRAY!!! :eek:
Click to expand...
WHAT?!!!! I gotta tell you , that is the most preposterous thing I hqave read in the area of installations/customer service ever. First off, whoever made this policy is an Idiot. Dish has a policy which holds the installation company directly and solely responsible for thwe work for the first 90 days after the work was completed.
Now, are you employed byDish? Or are you an employee of a DNS contractor?.
I am with a contractor. We leave our company phone number and place a sticker on the main reciver with our company name and number printed on it. I will leave my cell number with customers who I think are courteous, with elderly people and those who are just plain nice people. Obviously I wouldn't want some high maintenence pain the ass to have my number. So I am selective about who gets the number.
In any event, we are encouraged by our company AND the DNSC office to do this . The reason is to cut down on trouble calls. Trouble calls cost us work. Statistically Trouble Calls are weighed most heavily on overall stats. The policy works like a charm.
I find it incredible that you are working under these conditions. Screw that. It's almost like your employer is setting you up for failure. What a way to run a business....BTW it does look like you are a DNS employee..In any event it lloks like contrasctors are going ot be getting hit with Trouble calls from joibs performed by DNSC techs. Oh goody..That is wonderful..Your offices will be getting no opoortunity to correct mistakes. new techs will not get the chance to learn form those mistakes. And while this is not personal, our superivisor files a written report of all the items on every trouble call not ours that are incorrect. For example, If I get a Trouble Call work order and the job isn't grounded, I make a note of it, take photos and we submit that to the GM of the local DNS office and of course, ground the system.
In the event the job is in such a sttae that ity will cost the tech money and serious time, we will not bering it to spec. Wr get the customer back up and running. ANd then we send a report to the DNSC office to have one of their techs go back and complete the job properly. We don't fix these unless they can be done in a reasonable amount of time. We have determined that it is not fair to us to have to fix other people's poor work without compensation for the extra work.
 
eacalhoun said:
What a shame...I had DISH Network installed last July and the tech was very nice and left me his cell phone number. He insisted that if I discovered any problems -- related to his install -- for me to call him and not DISH. He didn't go into much detail, but he just said that it would be less hassle for me and him. I did have a need to call him and he indeed was more helpful than other reasons I've had for talking to a DISH CSR.

The first poster here is correct...DISH doesn't care about customer service when they prohibit an installer from going the extra mile.

Eric
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Noting the call letters in your avatar it seems that it is possible that you live in our service area. And it is completely possible that one of my fellow workers techs did your job. Wasn't me. I don't work that area......
 
dishcomm said:
Noting the call letters in your avatar it seems that it is possible that you live in our service area. And it is completely possible that one of my fellow workers techs did your job. Wasn't me. I don't work that area......
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we do care about customer service. and we do try to go the extra few yards.
 
ZandarKoad said:
It does not apply to retailer sales-installs. Those aren't even QC'ed to my knowledge. But for all DNSC fufillment, it applies. If a retailer does DNSC fufillment, on those jobs, they can't leave their number.

WOW, now that you mention it, this is a GREAT reason for EVERY Dishnetwork customer to CANCEL with Dishnetwork directly and go through a local retailer.
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unless there has been a policy change since yesterday, it does not apply to DNSC contractors. And I would have been told about it today.. Even so, we would rebel. And so would the other contractor which is statewide. Hundreds of jobs per day.
 
to dishcomm: I am 100% a subcontractor who does DNSC fulfillment.

Looking at the email again, it is probably a smaller region than I thought. I figured it was state-wide... I'll probably get friggin fired for posting this here... But what the heck.

From: -REMOVED-
Sent: Monday, January 28, 2008 7:47 AM
To: -REMOVED-
Subject:

Ladies/Gentlemen/Partners-

It has been communicated SEVERAL times that you should NOT be generating calls back to your office for the purpose of avoiding a TC-30. Furthermore, you should NEVER leave notes in the account, magnets, flyers, stickers, brochures, or ANY literature regarding a local/toll free number other than DISH Network directly. (800-333-DISH)

Effective immediately, from this install date forward, if we find any of the above mentioned leave behinds redirecting a customer to another number other than DISH Network directly (800-333-DISH) The following will apply:

1st offense - 7 day suspension
2nd offense - 14 day suspension
3rd offense - 30 day suspension
4th offense - TBD by General Manager/Regional Director

What many of you don't know is there are SEVERAL customer complaints that go directly to the top executives of DISH and AT&T. A couple of the complaints are:

1. Tech gave me a number, but nobody ever answers. I've had this problem for awhile now. Can I have a credit for time without service?
2. I've had 4 techs out to my house and I still have the same problem. PLEASE CANCEL MY ACCOUNT(NO other WO's generated, other than the original NC)
3. My system has not worked for several weeks, and I've delayed calling because the techs says he gets a bonus if I waited 30 days to call in.

YES!! These are actual complaints.

DISH has a 24/7 service center for customers to call. USE IT!

If you're interested in knowing how to avoid TC-30's, I'm am always available to provide you my speech on "One and Done", CQI process, Customer experience checklist, and my favorite, "Doing it the right way the first time."

-REMOVED-
General Manager -West Allis/Waukegan
DISH Network®

414 329 XXXX ext. -REMOVED- Office
414-543-XXXX Office Fax
262-613-XXXX Mobile
Click to expand...
 
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ha, i'd edit the phone numbers off there

that said, that is freakin retarded... dish is getting worse and worse, glad I am getting out of this line of work
 
I live in the KC area, and we have techs that travel to iowa and nerbraska. Some of those tech purchase pay by min phones, and of course the word got out. So now they can't leave a number either, PLEASE CSR'S MAKE IT A SERVICE CHANGE OR A SERVICE CALL!!!!!!!!
 
ZandarKoad said:
I've been doing installs for over three years. I estimate my new installs at somewhere around 2,000. Since day one I've given customers my PERSONAL CELL PHONE NUMBER to ensure that their system is working or it's MY PROBLEM.

If you were a customer would you like to talk to a guy in a cubicle in India who's never physically touched a Dish?

Or would you rather talk to the SAME PERSON who was at your house, did 2000 installs, and speaks English as his first language?

Personally, I would like to have an option. I would like to be able to get ahold of the original tech AND I would like the option of calling the guy in India. Sorry Charlie's customers. No such luck.

Dishnetwork now forbids technicians (in our state at least) from leaving ANY PHONE NUMBERS WHATSOEVER (except the 1-800-333-3474 number) in the customer's house, on the paperwork, in the account notes, or anywhere else. Penalties for violating this policy include WEEKS of suspensions.

I've had customers who've called me AFTER they spent HOURS on the phone with CSRs, and they were ecstatic to finally speak to someone who knew English. Well, thanks to this policy I'll never have to talk to another customer again on the phone (kinda nice actually) and our Trouble Call rating will probably double at least (not so nice).

Lets here it for Customer Dis-Service!!! HIP-HIP-HURRAY!!! :eek:
Click to expand...
most of the techs that give out their phone number do not answer the phone when the customer's do call so they end calling the 800 number anyway
 
Jared Twomey said:
ha, i'd edit the phone numbers off there

that said, that is freakin retarded... dish is getting worse and worse, glad I am getting out of this line of work
Click to expand...
I am looking around to get out as well..I am grwoing increasingly frustrated with all the bull crap we have to put up with. Not the customers, not the work itself, but the political, procedural and nit picky crap.
 
moe2021 said:
most of the techs that give out their phone number do not answer the phone when the customer's do call so they end calling the 800 number anyway
Click to expand...

Re read my post mr. observant. You'll note that we leave behind our company phone number as well.
We mock what we do not understand.
 
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