Customer Service in the 21st Century

This is a unique article - a bit rant and a bit non-productivity - but I’ll try to bring it around to the purpose and mission of this site, but forgive me if it misses the mark.

Over the last few months I’ve been working hard to improve my frugality. I’ve never before been described as frugal or any other word approaching frugality. But back in the fall I just decided that too much of my money was going out the door on dumb things, and that I worked too hard to be stupid with my money.

So I’ve been evaluating how and where I spend money, and one of the things I decided to do was scale back the programming package I have with Dish Networks. With the writers on strike (and the sad state of TV in general) my wife and I haven’t been watching nearly as much TV, but we’ve been paying through the nose to have it!

So I logged on to my Dish Network account online to downgrade my programming. Simple.

At least I thought it would be simple until I couldn’t find a way to actually downgrade my programming, only ways to upgrade my programming (and spend more money)!

I called Dish Network’s customer service number and navigated through their automated system. I punched in #2 to “change my programming” and listened as it asked me to dial various numbers to upgrade to “Americas’ everything-pack” or “Dish Latino”. Upgrade, upgrade, upgrade - not an option anywhere to downgrade. I was aggravated. So I dialed zero to see if it would connect me to an operator, but it told me it wasn’t a valid option!

Not only could I not downgrade my package, I couldn’t even get to an operator for help! I hung up and called back (and was again greeted and told I was “one of Dish Network’s most valuable customers“) and started hammering the zero key; eventually I was connected to a service rep.

She was in an Indian call center (or a call center that only employed Indians) and told me her name was “Sally”, and asked how she could assist me. I told her I was trying to downgrade my service to save a little money each month, and I couldn’t figure out how to do it either online or on their automated call center. She told me it was only possible to downgrade service with a live customer service agent, so I asked her to please downgrade my package.

She said she was happy to help, and notified me there would be a $5 fee to downgrade my service!

I asked her if there was a $5 fee to UPGRADE my service and she assured me there wasn’t. So I said, “I don’t want to pay the $5 fee to downgrade, I’m trying to save so money each month, but I want to keep some of my satellite services.”

She then told me that there was no exception to the $5 fee on downgrading services.

So I asked to “please” speak to a manager or supervisor. She re-iterated the $5 fee was non-negotiable.

I demanded to speak to a supervisor and she folded and told me she would make a one-time-only-never-ask-again exception and waive the $5 fee.

So at the end of it all I accomplished what I set out to accomplish, but Dish Network why are you making it so difficult for customers really manage their account? See - the thing is I really like the service I get and I recommend Dish Network to a lot of my colleagues, co-workers, and friends. But when trying to do something simple like downgrading my service - and it being such a pain in the heiny - I really question if I should even keep the service at all!

Shame on you Dish for not really taking care of your customers. You were inches away from losing a customer entirely. And the next time I have to argue with a CSR to make a change to my account you probably will lose a customer.

Corporate America - why are you letting customer service just go down the toilet? Sure - there are a lot of sub-par companies out there who don’t care about service, but why are even the “good ones” starting to suck now? Please re-evaluate your policies and views and attitudes towards customers and customer service because if you don’t, one of these days (and I believe it’s coming sooner rather than later) you’ll see a major backlash by your customers.

* * * * * If you enjoyed this article, will you please consider bookmarking it on del.icio.us?

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January 11th, 2008

Entry Filed under: General, Improvement, Money