(An actual email to Dish's executive customer service - yeah right and NO response)
Dear Sirs.
I title this e-mail's subject as such since dating back to September; our experience with Dish is NOT the Dish that I left cable for but rather a Dish currently operating very much [JUST LIKE] cable.
At this very moment, your failings are so frequent and numerous since September that basically, my wife wants you guys OUT and I am finding it extremely difficult to keep you in.
Beginning with the most recent cable like experience (and please understand that any reference to cable is a purely negative one; so accordingly, any reference to Dish as such is not positive in any way, shape or form). To be scheduled for a service call on Super Bowl Sunday; to wait the requested five hour window (12:00 pm 5:00 pm); to have guests anxious that they would be able to see the game; and to NOT have the tech show up; to receive NO call; to having to scramble to find a way to watch the game; is "very" cable like. That is what happened just on Sunday alone.
But since September:
Multiple outages and disruptions to our purchased/owned 311 receiver
Multiple problems with your system not reflecting the proper # of leased vs. Owned receivers
Due to the above, your system has regularly and unilaterally "de-activated" the "owned" 311 receiver since your system seems to think we have too many allowable leased receivers
Spoke to (a very helpful) executive level supervisor a couple of weeks ago who graciously offered to replace a leased 301 receiver with an "owned" 301 to help correct the problem. Promise kept and new (to be reflected as an "owned" 301) received.
However, upon multiple attempts to permanently (and properly) activate the "owned" 311 receiver once and for all AND the newly received "owned" 301, your system continued to show too many leased receivers. Multiple promises to properly update the system have failed and the problem continued to persist (up to and as recently as Saturday 2/2/08)
Separately, back on Monday 1/28/08, a leased 301 started to malfunction (could not receive proper channel programming due to your system "continuing to show too many leased receivers). A Tech agent (helpful) sent out a replacement "leased" 301. We received this replacement on Thursday 1/31/08; yet again were not able to get it activated due to CONTINUED mis-information reflected in your system regarding the # of "leased" vs. "owned" receivers.
As of Friday 2/1/08 your system should have reflected 2 "owned" receivers (one 311 and one 301) and 4 "leased" receivers (two 301's and one VIP 622 (1 HD TV 1 SD TV)
On Friday evening 2/1/08; one of your (very helpful) Level 2 Tech's with the help of a Supervisor was finally able to get the "owned" 311 working and the newly received "leased" 301 to work. (The previously [2 weeks ago] sent "owned" 301 was working properly as of Friday). HOWEVER in the midst of doing this almost instantaneously, service was completely knocked out for our HD system (check switch problem). My wife and I can not chalk this up to coincidence. We just can't.
This all led to the service call scheduled for Sunday 2/3/08 in which the failure for the tech to show was all of unacceptable, disrespectful, and blatantly "cable" like.in summary; your very cable like failures not only includes the entire above but to wit:
Your very helpful Level 2 tech from Friday was informative in explaining that in Dish Networks own words/definitions we are a 5 Star Account. Her summary description of such an account is based on the fact that we were longtime Dish customers (6 years); we pay on time; we pay via auto pay and we carry a pretty full freight programming package.in addition, if we (prior to the recent past couple of months) did not like dish, we obviously would be interested and keen on having every TV in our home operating on Dish. This point should be noted as clearly a previous vote of confidence for Dish.
However, from both me and especially my wife, as of this very moment, that vote of confidence flatly does NOT exist for Dish. With the exception of the above noted 3 standout service reps. And a Mr. Frank Lagourgue/Operator # KSA (based in Texas). I make this point to say that these 4 individual's efforts do not make up for the very poor and inexperienced customer service we have received the overwhelming majority of times since September. The account notation and documentation process is virtually absent as there is very little or no carryover notes/updated information input into your system. Dropped calls (we say hang ups), failed promises, no overtures to make things rights in terms of rebates/credit you name it add up to a very growing cable like experience.
To close - this is NOT the Dish I know and I totally do not recognize who you are anymore. I recognize cable when I see it, and quite frankly these days, that's who I see and hear when we must deal with you guys. It should be clear to Dish that we have stuck with you guys based on our tenure and programming with you but your "reception" has faded, your satellites (an analogy so to speak) are out of alignment and it would appear that Dish could care less if we were "5 Star" customers or not. We await Tuesday's 2/5/08 service call, but at this point; not with a lot of confidence. My wife, in particular, awaits the results.
Dish! @#$%
Chicago, Illinois
U.S.A.
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