Tuesday, March 19, 2013

Dish Customer Service--They can't fix shit, but they will make you repeat yourself a lot!

I switched to DishTV recently.  Personally, I've found that the service is just dandy.  I haven't had any issues with the receiver or losing signal or anything else.  I'm not in love with the way their DVR and recording options work because it's not as easy to "stop" a recording and fix conflicts, but I can figure it out.  Their customer service on the other hand, is awful.  Totally awful.

Dish's customer service, like so many other companies, just sucks!  They have this protocol that they have to follow and instead of actually listening (or reading if you are doing live chat) to what you say, they go down this obnoxious list of stupid and irrelevant questions that aren't related to your actual issue.  I understand that there probably are people that call and cannot make their TV work because it's on the wrong input, but I am not one of them.  If they listened to me, they'd know this wasn't the problem.

This is how the conversations went, when I both chatted and actually called:

"Hi, I'm wondering if there is a way that I can change the time for the auto-update of my receiver because 1 am is not convenient for me. It's annoying that I have to run into my bedroom every 2 minutes around 1 am to 'catch' the update warning and stop it if I'm going to bed soon and want to watch TV."

"Sure, I'm sorry you are having this problem and can help you correct it. So, can you verify that you TV is on channel 3, and when you push the channel up button that the 'sat' button lights up for me?"

"Yes, I can do that, but that isn't at all relevant to the issue I'm having.  The issue I'm having is that the auto-update happens at a very inconvenient time and I'd like to know if there is a way to change it."

"Yes, well this step is part of the process."

"Oh..umm...ok then I will do it...yes, it is."

We went over a few more basic things, with me explaining that they weren't relevant, but going through the motions anyway.

"Ok, bear with me here, while I look into your problem."

Waiting. Waiting.

"Ok, so go into menu, then settings, then updates.  There is an option for inactivity timer.  Please set that to disable."

"Umm...the inactivity timer is not the problem I'm having.  I have a problem with the time for the auto update."

"Yes, miss, I do understand that.  This will solve the issue of the TV going off."

"Sure, ok, let me disable it.  But you aren't addressing my issue.  Fine, It's disabled."

"Ok, so now you shouldn't have a problem with your TV shutting off because that is now disabled."

"You do realize that I do not have a problem with the fact that the TV shuts off when I don't use the remote for 2 hours, correct?"  You do realize that the problem or the simple question I have is if there is a way to change the time that it automatically checks for updates, correct?"

"Yes, miss, I do.  What we just did will correct that problem."

"Yea, ok, sure it will. Thanks. Bye"

Imagine my shock, when at 1 am, I raced into my room, slid across the floor and almost fell on my ass just to catch the message asking me if I was OK with an update now or if I wanted to skip it.

For some reason, I thought I'd have better luck making the phone call. Apparently in the middle of the night I really enjoy repeating myself. So I called.  I told them the whole story, what I already did, and again, asked my simple question.  The phone call went the exact same way that my online chat did.

Can these people not simply listen????

So yea, the dish TV service itself is great.....the customer service is essentially useless. Woo Hoo!!

After 3 phone calls, one today, hoping that maybe the day people actually listened, I got an answer.  At this current time, because the hopper software is new, there is no way to change the time on the auto-update.  It is an issue they are looking into and will hopefully have addressed soon.  I got a guy who listened to what I said when I called!!!   He also read the notes, and was as confused as I was about what the hell they were doing.  Good to know I wasn't just crazy.

All I hope is that I don't ever decide to call them in the middle of the night again because I have a better chance of fixing the problem by asking my cats what to do. 

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