Dish Network Complaint - Horrific "customer service"
MCLEAN, VIRGINIA -- This blog confirms the arrogant blatant indifference that Dish Network shows toward even existing customers. First my story, then I'll tell you why they are so bloody awful.
My customer is a large commercial restaurant that has been a Dish subscriber, a "loyal customer" since 2009. They have two TV in the bar area. I installed two new 55" TVs in another section of the restaurant. We were very anxious to get them installed because it is football season. I did everything to make the Dish install easy, ran power, the HDMI cable and provided a mounting plate for the receiver. At the beginning of the second night/second TV install I had an attack of kidney stones. At one point I had to lay on the floor because of the pain, but I did not leave till we/my helper was done. That is customer service. I had to get done because Dish was coming in two days.
I knew we were going to have a problem. I had called Dish and been very specific about what we needed, where to install and how much work there was to do. That company refused, repeatedly and adamantly to acknowledge our needs.
It took two weeks, five phone calls from me, five from the customer and five different visits form their techs to get the install done. I called customer service, called again and talked to their supervisor, called the cancellation department, and talked to the cancellation departments supervisor, nothing.
Finally we cornered tech number 4 and shook him down. He called his supervisor and scheduled two men, with ladders for the next day. His helper showed up late, but he hung in there and got the job done.
Here is why they are so bad. They pay their techs a $40 flat rate for a install, they are independent contractors, not Dish employees, piece workers. No one wanted to do our install. They showed up late, looked at it and left. He wound up charging us $180 for questionable items and insisted on cash. That was actually a bargain considering the time he spent and we were happy to pay. I'm guessing he had no way of getting compensated form the louses at Dish, so good for him.
Also a computer system determines the techs rout to maximize the area they can cover. That is why they will only give you a 4 hour window for showing up. Our restaurant opens at 11:00, everyone at Dish refused consistently with endless excuses and sweet platitudes to get a tech over to us at 8:00 to get our install done. The tech however was able to take care of that issue with no problem, Dish cant.
Basically Dish has squeezed their costs so low that they are not able to provide anything other that rudimentary service. Fortunately the consumer is becoming the power that drives the corporation and Dish Network would be wise to start listening.