Hello. I've been a Dish customer for a little over 10 years. Yesterday was the first time I've encountered a problem with a customer service representative, or an "account specialist," as he called himself.
Having been a steady customer for such a long time, I have been able to receive courtesy adjustments on my bill. I understand that sometimes the same adjustments won't be available once they expire and new ones will take their place. If that happens, perhaps just an "I'm sorry, we won't be able to renew that right now because it's no longer available; please call back in a few months and maybe it will be available again by then" in a friendly but apologetic tone would suffice.
I had been told by customer service a few weeks ago to call back this week to see about renewing one of the courtesy adjustments, so I did. I called a little before 12:30 p.m. CST yesterday and spoke with a representative who said his name was Louis. When I told him why I was calling, he told me it wasn't available and tried to direct me to Flex service.
When I told him I really wasn't interested in Flex and wanted to keep the channels we have, he was very condescending, asked me why I was afraid of change, asked me if I seriously watched all 200+plus channels in our package, tried to make some strange analogy about buying a new washing machine, used me first name repeatedly in a patronizing way, and in general talked to me like I was a rather slow-witted child.
He told me I should consider myself lucky to receive the courtesy adjustments we've received with Dish. When I asked to speak to a supervisor, he refused, saying he was an account specialist and that that was as high as it went (or similar words... by that time, I was so surprised and offended by his attitude, I don't remember his exact words).
I told him I had never before been treated rudely by a Dish customer service representative and that his tone and attitude were condescending and offensive -- because they were. He apologized -- not for being condescending and offensive, but just for the fact that I took it that way. He very patronizingly told me that he had tried to explain my options but that I had repeatedly interrupted him. And yes, I did interrupt him more than once -- usually just after he interrupted me, which he did multiple times.
We are now seriously reconsidering our tv options, and while it may sound like a bit of overkill to seriously consider leaving Dish after 10 years due to the attitude of one customer service representative, I feel like we are paying Dish to provide a service to us, and part of that service requires respect on the part of the people we deal with who are representing Dish.
Lots of comparably priced viewing options out there, with specials all the time. If I wanted to be talked down to, I would have stayed with my ex. Thank you.
Please know that we are here to help you and would love to be given the opportunity to assist. I can forward the details of your experience as feedback to our leadership team. Please send a private message with your account or phone number and PIN to help review any promotions that your account may qualify for.
Today 2/13 I called Dish to inquire about the sudden increase in price. The representative was extremely rude and he even suggested I can cancel my membership. The call was recorded please listen. There was a jump of 75% to my previous month bill for which the rep says you have been lucky to get discounts in past. No more discounts. Take it or leave it.