If you haven't already, I would place another call and see if another
representative is better able to communicate and/or use the system they have
in place. Some companies in highly competitive and/or low-margin industries
are spreading their customer service functions so thinly that they often
have poorly trained representatives taking calls before they truly
understand how to help most efficiently. I know Dish Network has
representatives answering calls in the Philippines which likely saves them
money and my only problem is that often these representatives are a little
harder to communicate with and in the case of Dish Network they have the
representatives explain they are in Colorado. The way they get away with it
is Colorado is where the company is located so the rep is actually
explaining where the company is located even though the rep is taking the
call in the Philippines. I know they are trying to make it sound good but I
don't think overseas representatives are anything to keep hidden if they can
do a good job.
It could also be that your service has been provided by a contracted third
party which Dish Network may not keep direct records of for their service
technicians to see. That may just be a disconnect in what is made available
to the representative.
I also agree about writing the HQ. Dish Network has an executive complaint
office that I've always had good experiences with. I wouldn't judge this as
a records management issue with what you know right now. Not everyone may
know this, but I understand very informally that Enron had an excellent
Records Management program to the levels it could penetrate. :-) So you
can't always tell on the surface.
Tom
-----Original Message-----
From: Records Management Program [mailto:[log in to unmask]] On Behalf
Of Kirk K. Muse
Sent: Wednesday, July 06, 2005 7:33 PM
To: [log in to unmask]
Subject: Dish network records
My issue is semi personal because though I called Dish Network about my
home service, from a professional RIM stand point, some of the things I
heard were unbelievable.
I called Dish Network the other day because I was having problems with
my service. This problem has been going on for about 4 - 5 months and
I'd placed a number of service calls for these problems. While talking
to the service technician I asked him if he was able to check my service
history to which he replied he didn't see anything for me. I told him
that I'd even had a technician to come out in February and, at the
suggestion of Dish, install a second satellite. That satellite made my
service worse so in March I had them to come and remove it. He replied
that he had no record of these and all the other service calls that I'd
made. He then told me that their system could only hold so many service
calls (the last 5 or so) and everything before that is dropped off in
order to provide network space.
Now, as some of you may know, I have not been in RM that long but I'm
smart enough to know that if their ability to keep records of customer
transactions sucks that bad they are asking for problems. Furthermore,
I can not believe that a nation wide company would allow themselves to
be left open for such scrutiny. Now either they think I'm real dumb or
they are in need of a new RM in the worse way (and if that's the case
I'm smart enough to call in sick to work tomorrow to go fill out an
application).
Does anyone have any comments, suggestions, statue, standard or act that
pertains to the private sector that might help me with this issue, both
personally and professionally?
Kirk Muse
Service Center Manager
Atkinson, Andelson, Loya, Ruud & Romo
17871 Park Plaza Dr Suite 200
Cerritos, CA 90703-8597
(562) 653 - 3561 DID
(562) 653 - 3678 fax
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