Monday, January 14, 2013
Dish TV - important page not found
As a follow up to my previous post, I intended to send my blog post link to dish TV.
When here - http://about.dish.com/chat (clicked - Send Feedback, Contact Us links at the bottom of the page). What I got back is this
DishTV customer support issues
1/14/2013 - 10:45p
Just called Dish TV (Dishnetwork.com - 1888 708 8825) to disconnect my services. Spent 15 minutes with the CSR. After trying to convince me giving "not so attractive" offers, he asked to get some parts from the dish that's mounted on the roof!!
When questioned why, he said, ok not needed. Shouldn't he be asking, where the dish was installed and if I could reach for it safely, first?!
He finally took all details and asked to me hold twice. After the second hold, he comes back saying "our systems are down and I am unable to process the disconnect", please call back tomorrow!
I ask why - he says "if disconnect is requested, the customer has to call".
I say - "That's what I was told 2 days earlier and called now. If your systems are down, it's not my problem. Why don't you leave a note for the next CSR/tech coming in the morning and complete the disconnect"!
Valid question - No?!
He says no he can't and repeatedly asks me to call tomorrow, like a broken record! I wonder its a tactic to give me a "hard time" since I am disconnecting...Only Dish executives can answer that question. Speak about "Customer focused approach" and "Customer first approach"....
Dish TV, can you get your act together?!
That's not all...in fact I noticed a hefty next month bill. When called and enquired, I was told that I had subscribed for HBO..when I didn't. Watching TV is a challenge for me given the lack of time, why would I subscribe for HBO..!
Some interesting read - http://about.dish.com/company-info/awards.
"We work hard to impress our customers, partners and shareholders, and the American Customer Satisfaction Index and Consumer Electronics Association – among others – have taken notice"
REALLY?!
This is not the first time experience with Dish, since I took the connection 2 years (2 long years), this could be 6th or so distress or "pain staking" call.
When I call tomorrow ( is there a choice for me...), I am sure I would be told that there is a 30 day notice period and they can only disconnect a day into the next month..nice...
Are the QA personnel looking into this and trying to improvise things? I would.
When questioned why, he said, ok not needed. Shouldn't he be asking, where the dish was installed and if I could reach for it safely, first?!
He finally took all details and asked to me hold twice. After the second hold, he comes back saying "our systems are down and I am unable to process the disconnect", please call back tomorrow!
I ask why - he says "if disconnect is requested, the customer has to call".
I say - "That's what I was told 2 days earlier and called now. If your systems are down, it's not my problem. Why don't you leave a note for the next CSR/tech coming in the morning and complete the disconnect"!
Valid question - No?!
He says no he can't and repeatedly asks me to call tomorrow, like a broken record! I wonder its a tactic to give me a "hard time" since I am disconnecting...Only Dish executives can answer that question. Speak about "Customer focused approach" and "Customer first approach"....
Dish TV, can you get your act together?!
That's not all...in fact I noticed a hefty next month bill. When called and enquired, I was told that I had subscribed for HBO..when I didn't. Watching TV is a challenge for me given the lack of time, why would I subscribe for HBO..!
Some interesting read - http://about.dish.com/company-info/awards.
"We work hard to impress our customers, partners and shareholders, and the American Customer Satisfaction Index and Consumer Electronics Association – among others – have taken notice"
REALLY?!
This is not the first time experience with Dish, since I took the connection 2 years (2 long years), this could be 6th or so distress or "pain staking" call.
When I call tomorrow ( is there a choice for me...), I am sure I would be told that there is a 30 day notice period and they can only disconnect a day into the next month..nice...
Are the QA personnel looking into this and trying to improvise things? I would.
Thursday, January 3, 2013
Speaking about end-to-end quality (pure QA, which involves envisioning to support/operations phase) and not just software testing or product quality here is an example (and how it could be better or how critical it is)...
An order that I placed on walgreens.com fell through the cracks, after waiting for 2 weeks and not seeing the product arrive, I reached out to the customer support and this is the actual conversation....I had to remind them to ship!
-------------
Walgreens Customer Service 12/7/12 to me
Dear Sreekumar, Thank you for contacting Walgreens.com customer service. This is in response to your e-mail regarding your Walgreens.com order. Sreekumar, I sincerely apologize for the delay in receiving your Walgreens.com order. Your order is currently on back order and you will receive a email once the order has been shipped. Again, I do apologize for the delay. If you have any further questions or need additional information regarding our website, please reply to this e-mail, or contact us at the toll free number in my signature.
I would also like to invite you to rate your service experience with me by taking a brief survey. The survey will only take a few moments of your time. http://vovici.com/wsb.dll/s/13b07g4c0b5?wsb8=6675 We at Walgreens.com look forward to serving all of your prescription, photo and drugstore needs. Be well. It was my pleasure to assist you today. We always appreciate customers who take the time to give us their feedback. Anything you enter will be passed onto our management team. I do hope you have an amazing day!
Sincerely, Montia P http://www.walgreens.com customerservice@mail2.walgreens.com Customer toll-free at (877) 250-5823 24 hours a day / 7 days a week For our Online Privacy & Security Policy visit http://www.walgreens.com/help/privacyandsecurity.jsp
=================
Original Message Follows: ------------------------ Hello, I didn't receive this item yet. Its been 2 weeks/10 days now! I was supposed to receive it in 2-5 days and its at least twice the time now....can I expect the product?
Thanks, Sreekumar
An order that I placed on walgreens.com fell through the cracks, after waiting for 2 weeks and not seeing the product arrive, I reached out to the customer support and this is the actual conversation....I had to remind them to ship!
-------------
Walgreens Customer Service 12/7/12 to me
Dear Sreekumar, Thank you for contacting Walgreens.com customer service. This is in response to your e-mail regarding your Walgreens.com order. Sreekumar, I sincerely apologize for the delay in receiving your Walgreens.com order. Your order is currently on back order and you will receive a email once the order has been shipped. Again, I do apologize for the delay. If you have any further questions or need additional information regarding our website, please reply to this e-mail, or contact us at the toll free number in my signature.
I would also like to invite you to rate your service experience with me by taking a brief survey. The survey will only take a few moments of your time. http://vovici.com/wsb.dll/s/13b07g4c0b5?wsb8=6675 We at Walgreens.com look forward to serving all of your prescription, photo and drugstore needs. Be well. It was my pleasure to assist you today. We always appreciate customers who take the time to give us their feedback. Anything you enter will be passed onto our management team. I do hope you have an amazing day!
Sincerely, Montia P http://www.walgreens.com customerservice@mail2.walgreens.com Customer toll-free at (877) 250-5823 24 hours a day / 7 days a week For our Online Privacy & Security Policy visit http://www.walgreens.com/help/privacyandsecurity.jsp
=================
Original Message Follows: ------------------------ Hello, I didn't receive this item yet. Its been 2 weeks/10 days now! I was supposed to receive it in 2-5 days and its at least twice the time now....can I expect the product?
Thanks, Sreekumar
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