Jan 30, 2006 02:29 pm Quote:
I am not going to help you fix yours for less than $50 an hour.
I love that line. Way to stick up for your rights.
DirectTV has been even worse when we had them. We're on dish now, and much happier.
Is "customer service" a thing of the past?
Posted on Jan 30, 2006 02:07 pm
dbmasters
Administrator Since: Apr 03, 2002
Jeezuz...I go to dishnetwork.com to order "UFC 57 Couture vs Liddell 3" Pay Per View, login, click thru a few screens and finally find the event click thru a few screens to order it, the last screen says "oh sorry, our web site sucks *** and can't take your order"...same as it did for UFC 56 a few weeks back...
OK, let's go thru the phone menu system...5 minutes of pressing this and that in various menus, I get prompted thru ALL the events available, no UFC was mentioned when it says "Hey, *******, thats all we have available, pick one"...
So I get back to the main menu and get thru to a real person, this is about 10 minutes into my total venture. Some lady that barely speaks English picks up and wants to help me...great, I tell her I want UFC 57 and the web site is broke, and the phone system doesn't have it yet (the event is on Saturday). She says "well, to have me do it will cost you 5 dollars...to which I kindly respond "Like hell it will, I just wasted too much time trying to order this thing thru you other sucky systems, I want this Pay Per View and I am not paying any extra for anything". She asks if she can put me on hold, I say "Why not, I have not yet wasted enough time".
She comes back and says, OK, I'll wave the fee, register it for you and then transfer you to technical support to see about the web site problems...I said I fix probken web sites all day, I am not going to help you fix yours for less than $50 an hour...
So, she gives me the event, no extra charge and politely says have a nice day...
Now, while I got what I wanted, how on earth could anyone have the balls to say, after I stated the lengths I have went thru on THEIR systems, that she is gonna charge me extra for HER time...plus, obviously outsourced support to India, then ask me to talk to technical support because their site is broken STILL since the last UFC fight event.
Jeezuz...thanks, I just had to vent, DAMN that pisses me off.
But hey, I got the event.
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Jan 30, 2006 02:29 pm Quote:
I am not going to help you fix yours for less than $50 an hour.
I love that line. Way to stick up for your rights.
DirectTV has been even worse when we had them. We're on dish now, and much happier.
Jan 30, 2006 02:36 pm I am entirely inimpressed with Dish, I am seriously considering going back to cable and getting the package with TV, broadband and telephone all on one line...but I dunno, I don't like change...
For the record tho, Randy "The Natural" Couture vs. Chuck "Iceman" Liddell is going to be an AWESOME fight, those two are both great, Liddell is aggressive and hits hard, Couture is strong and conditioned for the long haul...if Liddell doesn't take him in the first couple rounds, he is gonna be in trouble, he gasses out quicker...it's gonna be a great beer drinkin' night, pissed or not at Dish, I am stoked...got friends from the gym coming over, Noize2u is comin me thinks and a few other friends...for UFC 56 I think we had 20 people or so...it was fun.
Jan 30, 2006 04:21 pm Customer service is becoming a thing of the past. My wife and I have both worked in that sector, and we have pretty high expectations, and notice when we're getting bad service. It's everywhere. No one seems to care anymore. Cellphone companies, TV cable/satellite companies, and insurance companies seem to top our list of bad guys. Of course, waiters/waitresses will hear an audible "ding" as we start to deduct from their tips...
I have experience where a manufacturer we represent "told" us that a $50 fee would be added for every QUOTE we requested. We told them that we'd simply go to another manufacturer...They suddenly retracted their fee..
Dish is pretty bad. Could you not have ordered on-screen? We just tell them that we're going to go with Direct TV, and suddenly all the "hidden" fees go away!
So, dB-Wan, the level of customer service is declining in this country. It's sad, but true. That is, if you actually can get a human!!
Jan 30, 2006 04:29 pm Yeah, I could order onscreen if my dish box was hooked up to my phone line, but there isn't a phone line nearby the entertainment center...besides, I tried TWO other methods that SHOULD have worked.
Jan 30, 2006 04:34 pm Applecare is a $50 fee for them to read their online information to you. :)
but with my CapitalOne experience (in a different thread) there was no option to talk to a person I just waited on the phone and it automatically clicked over... my car insurance company is very bad... they just changed some of their numbers too so if you call the local office and ask to be transferred they won't have the right number to transferr you too and they won't hang around to verify the call goes though :) The only way I'v found to do phone payments now is to start an online payment and during the process it happens to say "if the payment is due within 24hours call 1-800-###-####"
I also remenber the primary reason I didn't go with protools was that we had a problem with LE and waited 6 hours on hold and it was long distance.
Aardvark had awsome customer support... though not anymore :) Cakewalk has good support too.
Jan 30, 2006 05:14 pm Hey dB-Wan. ***** at them about the telephone hook-up (which you pay an additional $5 a month for not having hooked up). They have remote/wireless units. We have the main bax in the living room, and a second tv in the bedroom running on the second receiver in the single box. The telephone connection is in our bedroom, and the signal is wirelessly transmitted into our living room - in the same way that the channel changer is. They tried to make us pay extra for it, but we said, "Rip it all out! We'll just have Direct TV come in!" When yo uhtreaten that, they suddenly drop the charges.
That said, you should have been able to order via phone/email. Not your fault that their services were messed up. Trying to have you pay for customer service time is just a ploy so they don't have people calling with complaints all the time (which wouldn't happen if they got their act together in the first place).
I won't play those games. Being a consumer does stand for something. Since they operate with the word of mouth system (you have the little discount referral cards, right), bad word of mouth is not good for them.
Jan 30, 2006 05:21 pm I don't pay any extra, already played that game :-)
Jan 30, 2006 05:25 pm DirectTV came to install a TiVo in my roommate's room. I was sleeping. The dude had to install a switch in the attic right? Well, evidently he didn't see the extra line coming out of the switch (that HE installed) and didn't have the port settings right, so I lost service because I wasn't up at 7:30 am to tell him he screwed my service up.
Woops. "I didn't even know there was another line" was his excuse. Obviously 2+2+1 = 2 (each TiVo or DVR has two lines).
Oh yeah, and the dude wanted to freaking run the cable in through the BATHROOM window (even though 2 lines were already ran into the attic from the dish). He wouldn't drill a hole in our ceiling to run the line to my roommate's TV (my roomate had to do it). Oh yeah, and DirectTv doesn't have a contract with TiVo anymore, so my roommate got a DVR instead of a TiVo, yet only found out he was getting a DVR after the dude installed it.
Jan 30, 2006 05:29 pm The kid that installed our Dish totally f'ed up our house coax wiring too, one of these days I am going to straighten it out, just haven't had the need/motivation yet...after 4-5 hours of the 18 year old kid messin around I just said "yeah, whatever, just get it done".
Now the picture on some channels is weird, watchable but weird...so after this UFC thing I am probably going to be switching, or at least getting them out here to clean up their mess...I am fed up now after this fiasco.
Jan 30, 2006 09:13 pm YES! The only way to get good service is to fire them and let them beg you to come back.
Jan 30, 2006 11:15 pm Well, I use a company called MediaCom. I have cable throughout the house. All digital boxes and only am charged for one. I was grandfathered in or something like that they said. Anyway, the better half is a movie watcher bigtime. So wheeling and dealing when I switched from DSL to cable internet I hooked up with their ultimate digital or whatever they call it. When the tech came to rig for the cable modem I infromed him I needed the cleanest fastest signal to the modem. He proceded to redo the line and split me a direct signal off the post right into my studio room. It is less then 50' from the post to my modem. As well he set the connection for a bussiness line which is faster then hell. He also checked every split in the hosue going to the digital boxes and made sure they were all set up for the best signal. Replaced one line for nothing.
Since then I have had a few modem issues, which they send the same tech now since he is familier with the system in this house. That is something you dont often see, from any company. They have as well upped my speed from fastest to even more fastest. :-) As well I recieve free stuff whenever my line is interupted. The tech is here within 24 hours or less if I do encounter line or modem problems here. Only one time they couldnt get here within that time frame, and discounted my bill for one weeks service. They have even offered the full phone package for half the normal cost. I would use it but my alarm system needs the analog phone line as of yet. So untill the alarm system company has a connection box that will function with a digital system I am stuck with a land line. Which I dont really even use as everybody in the house has cellular.
Anyway, I was just making the statement that there are still a few good companies out there that will go that extra mile for their customers.
Jan 31, 2006 07:59 am Too bad mediacom isn't in the northern michigan area =)
Jan 31, 2006 08:02 am MediaCom is the devil...I had those bastages for a few years at my old house (which was like two miles from where Noize is) and they sucked...the worst customer service, the worse product, it was horrible...when I left to go to Dish Network they asked why I was cancelling, I pretty much just said "Now, think about what you just asked, and if you really want to know the answer, ask again, but know this, you will not like the answers you get and I may sound very mean"
That said, Noize, for some reason, gets treated like a king by them...
Feb 01, 2006 10:35 pm Yes indeed I do. I have to admit I have known a couple others as in dB's case who didnt fair to well with them. Proabaly a cranky tech who worked to much OT or something like that. But I do indeed get treated pretty well that is for sure. And honestly I dont know why. Might be partly do to the fact I had written a couple letters in the early days before I switched to their internet and only had cable TV installed. Then after being completely fed up with the DSL outages and days without service I switched to their complete digital package and all has been good ever since. That or maybe because I flirt with the girl in the local office???
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