Subject: RE: Dish Network Issues
From: Christian A Lattimer (christian.a.lattimer@jpmchase.com)
Date: Tue May 12 2009 - 09:41:31 CDT
I agree with Dom. Dish Network responded to the problem in under 24 hours which was well within the Service Level Agreement of 48 hours for a site outage. The cause of the problem was the power outage which was no fault of Dish Network.
Might I remind everyone, if we were still with Roddy (USA Dish/Big Skyz) chances are that we would still be without satellite service. There was a time when we would get weekly and even daily emails about customer service issues and problems with Roddy. Since we have dropped Roddy and switched to Dish Network, the board has received "zero" complaints. This is the first time we've had any issues with Dish Network, and in my opinion we don't have much room to complain.
I realize we all live in a time where we are "connected" 24/7 via internet and television, and anytime a service is not available the world seems to stand still, but we all must maintain some perspective on the situation.
Bottom line, multiple residents called Dish Network and reported a problem. The volume of service calls for 1250 West Van Buren escalated the severity level of the situation in the computer system and Dish Network dispatched a service technician to address the problem. The issue was resolved in less than 24 hours and people got to watch television on Sunday night.
Had the service outage lasted longer than 48 hours, Dish Network would have been outside of their SLA and we would have grounds to bash Dish Network and request compensation for the loss of service.
- Chris
-----Original Message-----
From: vanguard-talk-bounce@venus.soci.niu.edu [mailto:vanguard-talk-bounce@venus.soci.niu.edu] On Behalf Of Dom Shurba
Sent: Tuesday, May 12, 2009 9:02 AM
To: vanguard-talk@venus.soci.niu.edu
Subject: RE: Dish Network Issues
I thought they did an ok job. They got it back up and running within 24 hours on a weekend. It wasn't their fault we had a power outage either. Att is an even bigger and more evil company.
> Date: Sun, 10 May 2009 21:49:34 -0500
> From: jthomas@math.niu.edu
> To: vanguard-talk@venus.soci.niu.edu
> Subject: Re: Dish Network Issues
>
>
> Robin writes:
>
>> i ran into him in the elevator and he said they had just called him out to our building.
>> that makes me so angry considering i called dish network myself today 5 times and got a different answer every time.
>> their customer service dept. sucks and I think that needs the be addressed.
>
> I'll raise this with the reps we worked with in the fall in mid-week.
> I was a bit testy in some email and voicemail last night and today, so
> best I calm down. Dish Network is a huge bureaucracy, and much of the
> problem was just their total breakdown in internal communications.
> Something you might consider doing when you call them is to have the rep
> who answers the phone read back the history of the comments on your last
> call or two. I've found that some of the reps just key in a few words
> that doesn't reflect the nature of the conversation. Then, have them
> key in what your issue is and have them read it back.
>
> We're out of town again, so we don't know if Dish was up. We left about
> 7:30 or so. A few of you indicated that your service was up again.
> Others apparently didn't get it until after 8 pm.
>
> Let Chris or I know in private email if your service is NOT up at this
> point.
>
> Thanks,
>
> Jim
>
>
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