Subject: RE: Dish Network Issues
From: Christian A Lattimer (christian.a.lattimer@jpmchase.com)
Date: Tue May 12 2009 - 11:38:01 CDT
MDU stands for Multi Dwelling Unit. It's a code for an apartment or condo building. Vanguard Lofts is considered a commercial MDU property in their computer system. Everyone in our building with a Dish Network account is directly tied to the MDU account of 1250 West Van Buren. Your bill should have all the necessary information for you to report the problem. When the customer service rep brings up your account information in the computer, it will show you are an MDU account.
Chances are you will always get different stories from the customer service reps when you call the 1-800 number. Let's be realistic, your call goes into a phone bank and is processed by different people each time. The same goes for any large company like AT&T, Comcast, Direct TV, etc. All you need to do is escalate the call and indicate it is a building wide outage. The more people that place a support call, the higher the priority in the computer system. Items with high priority bubble up to the top of the queue and get immediate attention.
The people at level one customer support simply answer the calls and go through basic triage. I wouldn't expect very much. In my job, I routinely deal with customer support that has been outsourced to foreign countries. Everyone has to go through level 1 support before you get someone with half a brain and intelligence to solve your problem. That's just how things are these days.
- Chris
-----Original Message-----
From: vanguard-talk-bounce@venus.soci.niu.edu [mailto:vanguard-talk-bounce@venus.soci.niu.edu] On Behalf Of Barbara Thomas
Sent: Tuesday, May 12, 2009 10:29 AM
To: vanguard-talk@venus.soci.niu.edu
Subject: Re: Dish Network Issues
I completely agree with you Chris, but I think the reason for a lot of the
frustration was that almost everyone seemed to get a different story from
the Dish Customer Service line reps when they called.
Depending on who you spoke to, people were told: 1. They had a lot of
complaints from our building or no one else had called to complain. 2. They
were coming that night, or they were coming they next morning or they didn't
know when they were coming.
In our case, the person I spoke to on Sat. night kept asking for our "MDU"
number. Not having any idea what that was, I gave the phone to Jim. He
asked to speak to a supervisor and finally got one who was a lot more
helpful. The first person probably thought we had a commercial account.
As often is the case when something like this happens, the big problem was
proper communication from Dish.
Barbara
501
---- Original Message -----
From: "Christian A Lattimer" <christian.a.lattimer@jpmchase.com>
To: <vanguard-talk@venus.soci.niu.edu>
Sent: Tuesday, May 12, 2009 9:41 AM
Subject: RE: Dish Network Issues
>
> 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
>
This communication is for informational purposes only. It is not
intended as an offer or solicitation for the purchase or sale of
any financial instrument or as an official confirmation of any
transaction. All market prices, data and other information are not
warranted as to completeness or accuracy and are subject to change
without notice. Any comments or statements made herein do not
necessarily reflect those of JPMorgan Chase & Co., its subsidiaries
and affiliates.
This transmission may contain information that is privileged,
confidential, legally privileged, and/or exempt from disclosure
under applicable law. If you are not the intended recipient, you
are hereby notified that any disclosure, copying, distribution, or
use of the information contained herein (including any reliance
thereon) is STRICTLY PROHIBITED. Although this transmission and any
attachments are believed to be free of any virus or other defect
that might affect any computer system into which it is received and
opened, it is the responsibility of the recipient to ensure that it
is virus free and no responsibility is accepted by JPMorgan Chase &
Co., its subsidiaries and affiliates, as applicable, for any loss
or damage arising in any way from its use. If you received this
transmission in error, please immediately contact the sender and
destroy the material in its entirety, whether in electronic or hard
copy format. Thank you.
Please refer to http://www.jpmorgan.com/pages/disclosures for
disclosures relating to European legal entities.
This archive was generated by hypermail 2b28 : Sun May 16 2010 - 15:06:37 CDT