Language Barrier With Customer Service Reps

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Language Barrier With Customer Service Reps

pauljones
Character Actor

My first year with DISH has been a wonderful experience, much improved after leaving DirecTV.  Recently, though, I am beginning to have technical issues with the remote and then error message 005 which I have found out means the Hopper is not currently updated.

 

The several times I have called in and spoken with a live person, the male or female have had a significant accent that is difficult to understand and sometimes, even the sentence structure in English is such that what they are saying makes no sense.

 

Yesterday, I had three seperate incidents with the Error 005 with the recommended solution to be uplugging the Hopper and allowing it to reset.

 

Now that worked, but on the third occasion, when turning on the Hopper after being off for a period of time, I was ready to get some assistance.  When I called customer service,  a recording said there was a 30 minute wait.

 

So I signed into my account and tried chat.  The representative was trying hard, but there was a point where the representative simply did not understand how to communicate in easily understood English about the technical issues.  I repeatedly requested the person repeat their statement because I did not understand.

 

I have no issues with a person that is native from another country......but when a person is hired by a company like DISH to handle my customer service and we cannot adequately understand each other, then I have a signficant issue.  

 

I should have the option to request a supervisor that speaks or communicates the English language adequately.  

4 Replies

Re: Language Barrier With Customer Service Reps

k9s4hire
Character Actor

Sadly this is now the norm for most customer service phone centers.  Asking for a supervisor (which I've done multiple times) does not guarantee you will get someone who speaks English any better than the average customer care person.  The only time I've had good communications is when I threaten to cancel and they pass me on to the "Customer retention specialist".   Just like PC techs, the Dish techs have the same fix for everything.  Unplug your unit and let it reset.  I've had calls where I knew more about the Dish system than the customer service rep.

Re: Language Barrier With Customer Service Reps

pauljones
Character Actor

Good point.  You are correct, it is sad and frustrating.

Re: Language Barrier With Customer Service Reps

DISH Employee

Hello, pauljones. We would never want you to be dissatisfied with any of our agents. I will escalate your feedback regarding your concerns. 

 

I do want to make sure that you did get all of your issues taken care of. Are you still experiencing any technician issues? I would be happy to help you with them! 

Re: Language Barrier With Customer Service Reps

pauljones
Character Actor

The technical issue for the time being is resolved...........the issue with customer service representatives not being able to communicate effictively is not.