From: Ann Sanfedele <[EMAIL PROTECTED]>
Reply-To: [email protected]
To: [email protected]
Subject: Re: Customer Service (was post office woes (was AnnSan's photo
calendar))
Date: Wed, 21 Dec 2005 20:23:55 -0500
Either you are younger than I thought and
therefore able to remember things,
or you taped those conversations... just like the
companies say they do for
quality control :)
makes my conversation with the USPS childs play.
ann
Tom C wrote:
>
> What d'ya think about that algebraic notation up there in the subject.
> Pretty sharp, eh?
>
> Our Dish Network receiver went out (lightning struck nearby). I call
Dish
> Network.
>
> Me: Yes, I'd like to replace my receiver because it's not working
anymore.
>
> CS: First, sir we need to verify that it's not working. Is it plugged
in
> and connect to the television?
>
> ME: Yes.
>
> CS: Then I'll transfer you to a technician.
>
> ME: No. I don't want to be transferred to a technician. I know when it
> working and it's not working. I checked it out and I can guarantee you
it's
> not working.
>
> CS: We have to transfer you to a technician to run a diagnostic.
>
> ME: No, I'm not going to be transferred to a technician. It's not
working
> and all I want is a new receiver.
>
> CS: OK, sir, what kind of receiver would you like.
>
> (long pause)
>
> ME: What kinds do you have? If you're going to give me a choice you need
to
> tell me what my choices are.
>
> CS: (rattles off 3 or 4 kinds).
>
> ME: I want the HDTV receiver.
>
> CS: OK, that'll add (can't remember $5 or $15) to your monthly bill for
> HDTV.
>
> ME: What channels will I get in HD?
>
> CS: (names 3 or 4).
>
> ME: I only get 3 or 4 channels in HD?
>
> CS: Yes.
>
> ME: Then I don't want the HDTV receiver.
>
> CS: What kind of receiver would you like sir?
>
> (long pause)
>
> ME: What kind of receivers do you have? Do you expect me to remember
all
> the kinds you rattled off earlier?
>
> CS: (reads the list again)
>
> ME: I want just the plain old regular receiver.
>
> CS: $125 will be added to your next bill.
>
> ME: Why? Who owns the receiver, me or Dish Network?
>
> CS: Dish Network owns the receiver sir.
>
> ME: Then why do you want to charge me $125 when it's YOUR equipment that
> failed not mine? Does that make any sense to you?
>
> CS: Please wait... "please wait"... "please wait"... "please wait"... I
see
> that you've been a customer for five years. We can give you a $50
credit.
>
> ME: So I still have to pay $75 for your equipment that broke, is that
right?
>
> CS: Yes sir. If you had purchased the equipment protection policy then
you
> would not have to pay for the new receiver.
>
> (ahh... they get me either way)
>
> Me: I don't like it, but OK.
>
> Me: I also want to change my programming. I want to drop the Starz,
> Cinemax, Showtime, and HBO packages.
>
> CS: Why would you like to drop them sir?
>
> Me: Because I rarely watch them and they are about half of the monthly
> charge.
>
> CS: You realize that you will lose channels if you drop them, don't you
sir?
>
> Me: Yes. Which ones.
>
> CS: (reads me a list that turns out not be complete and includes a
couple of
> channels I actually liked)
>
> Finally we get done with the call. Channels we wanted are missing. It
> seems they package a handful of the channels we wanted most with a
****LOAD
> of channels we don't care about.
>
> In the next week we got Satellite Internet and the installer told us
about
> DirectTV vs. Dish Network. I check it out. It turns out that almost
all
> the channels we wanted which got cut off with Dish Network are available
> with DirectTV without purchaing $60 worth of additional programming.
>
> We get DirectTV installed and Dish Network is physically disconnected,
> though not yet turned off.
>
> Last week I called Dish Network.
>
> ME: Yes, I'd like to discontinue my Dish Network subscription.
>
> CS: May we ask why sir?
>
> ME: Yes, we got Direct TV because we like the programming packages
better
> and we get some channels that we have to pay extra for with Dish
Network.
>
> CS: May I ask what channels those are sir?
>
> ME: No, I don't want to go into that. I just want to have the service
> discontinued.
>
> CS: Well sir, we offer a reduced rate plan that allows you to keep Dish
> Network on and compare the services side by side so you can decide which
you
> like better.
>
> ME: Look, I don't want that. I already decided. DirectTV has already
been
> installed and the Dish Network dish is disconnected. I just want to get
the
> service turned off so I don't have to pay for it anymore.
>
> CS: OK sir, I'll transfer you that department and they'll help you with
> that.
>
> ME: OK, Thank you.
>
> (transfers)
>
> CS: Hello sir, we understand you wish to turn off your Dish Network
service,
> is this correct?
>
> ME: Yes.
>
> (Deja vu)
>
> CS: May we ask why?
>
> ME: It's because I like DirectTV's programming package better AND
because I
> dislike the customer service provided by Dish Network.
>
> CS: May I ask what the problem was with customer service?
>
> ME: No, I'm not going to go into that. I just want the service turned
off.
>
> (Deja deja vu)
>
> CS: Well sir, we offer a reduced rate plan that allows you to keep Dish
> Network on and compare the services side by side so you can decide which
you
> like better.
>
> ME: Look, I don't want that. I already decided. DirectTV has already
been
> installed and the Dish Network dish is disconnected. I just want to get
the
> service turned off so I don't have to pay for it anymore.
>
> (NOW GET THIS... HAHAHAHAHAHAHAHA)....
>
> CS: OK sir, we can help you with that. Sir we have a plan whereby we
can
> put your DishNetwork account into a dormant status. What this does is
it
> allows you to come back anytime in the future and reactivate your Dish
> Network service. That plan is only $10 a month.
>
> ME: Wait. I would not be getting Dish Network programming and you're
> telling me that I would be paying $10 a month just to not have my
account
> totally shutoff?
>
> CS: That's correct sir.
>
> ME: No. What is it I have to say to you people to make you understand
that
> I JUST WANT TO HAVE MY ACCOUNT SHUT OFF?
>
> (after what I was just told and what we learn next, do the math)
>
> CS: OK sir. But you do realize then that if you ever decide to return to
> Dish Network, there'll be a $25 restoral fee and you will have to pay
for 2
> months programming in advance.
>
> ME: I don't care about that, just shut the service off.
>
> CS: OK, sir. I show there being a zero balance on your account. Have
a
> nice day.
>
> It took over 10 minutes for this to finally happen.
>
> Tom C.
