Phew! After three and a half long months we finally have closure… Dish Network has finally relented and credited us back for the supposedly “free” installation. In case you haven’t been following along, we’ve been in a long and drawn out fight with both Dish Network and the local reseller over a $49.99 bill credit that we should have received but didn’t. We also weren’t receiving the Digital Home Protection Plan, which was supposed to be free After repeated attempts to fix the problem, both with the reseller as well as by going through regular customer service reps at Dish, we finally took our fight to the corporate level.
At this point, it was no longer about the money. Rather, I wanted nothing more than to make them bend to my will no matter what it took. After spending a bit over half an hour on the phone with a “Corporate Customer Service” rep, I was hopeful that things had been straightened out. She said all the right things, claimed to have called the reseller and checked with the “Promotions Manager, ” and even provided me with her direct line in case things didn’t work out.
Being the anal-retentive guy that I am, I check our account daily to see if the credit would show up. After a week, there was still no credit, but they had added on the Digital Home Protection Plan, but THEY WERE CHARGING US FOR IT. So all that time on the phone with a supposedly higher level CSR had actually made the situation worse!
I promptly picked up the phone and got the CSR’s voice mail. In her message, she promised that she would return my call within 24-72 hours. When she didn’t, I called again. Same result. So I called everyday for the rest of the week. With the same result each and every day.
At this point, I was about to drive out to Englewood, Colorado and punch someone in the face. But instead of doing that, I called EchoStar headquarters again (their number is 303-723-1000, by the way). I re-explained the situation, and asked if they had an even higher level of customer service. This time I got transferred to “Executive Escalations.” As it turns out, these are the people that you want to be talking to when you have a problem with Dish Network.
To make an extremely long story a tiny bit shorter, the Executive Escalations rep manually credited our account for the $49.99 and then promised to send an e-mail to another department to get the credits for our Digital Home Protection Plan. I balked and told her that I’d heard that same thing far too many times already with no results. She then offered to manually process the credits for the Home Protection plan, as well. The only hangup was that the credits wouldn’t show up on our account until the next day. The next morning, I held my breath while I loaded our account page online, and… VoÃla! The credits were there and our long journey toward salvation is now (seemingly) complete.
While I’m still pissed at the amount of time that I burned on this, I’m totally relieved to not have to think about this anymore. And I’m sure that it’s a relief for you regular readers knowing that you won’t have to read about it anymore!
To read my thoughts on getting customer service satisfaction (in general), read this:
Solving Customer Service Problems
And if you’re interested in the full backstory (in order), check out these links:
Our Dish Network TV Experience (So Far)
Our Dish Network Experience (Continued)
The Dish Network Runaround
Dish Network Customer Service SUCKS
Dish Network Customer Service STILL Sucks
Solving Dish Network Customer Service Problems