I was recently surfing the web looking for some product I needed to buy. I of course went to Wal-Mart’s website. It’s the endless selection of items that helps me determine if I want, need or can afford a product. While meandering through I found a link to Wal-Mart facts its goes to http://www.walmartfacts.com. This site had two quotes by Sam Walton that I found to be very profound.
“The secret of successful retailing is to give your customers what they want, And really, if you think about it from the point of view of the customer, you want everything: a wide assortment of good quality merchandise; the lowest possible prices; guaranteed satisfaction with what you buy; friendly, knowledgeable service; convenient hours; free parking; a pleasant shopping experience.” Sam Walton Founder of Wal-Mart
In this statement, Sam Walton defined man’s hierarchy of shopping needs.
“You love it when you visit a store that somehow exceeds your expectations, and you hate it when a store inconveniences you, or gives you a hard time, or pretends you’re invisible.” Sam Walton
Lately I have been wondering where the service in business has gone. This last week I was underwhelmed again. This time it was by DishNetwork.
Last October I shared the story of DirectTV and Comcast losing my business to DishNetwork. Well now Dishnetwork has crapped on me.
In the beginning of this month I decided it was time to become a two TV home. It wasn’t because we couldn’t afford it but that I believe TV to be a waste of my time. I came to the point where I had enough of Sponge Bob. We purchased a 40 inch Samsung LCD from BestBuy.
We got the TV home and wanted to hook it up to our DishNetwork receiver. We were told when we started our service the receiver we would get would support two TV’s. It turns out it did not. Ok not a big deal but it seemed like poor customer service.
I call DishNetwork and ask what can I do? DishNetwork informs me that we can sign a new two year agreement to get a second receiver. Ok I don’t want to sign a two year agreement well you can buy it for $250 with no installation.
We chose a new two year agreement.
About a week into our new receiver it starts turning off randomly and not being able to turn back on. We go away for a few weeks and come back and its worse despite not being on for 14 days. I call customer service.
Customer service runs me through a ton of rigmarole of mostly changing cables and playing with my TV settings. I tell the tech support person look its not the cables its not the TV its the box. It worked before and nothing has changed with the cables or the TV. The problem is that the box won’t turn on or reset. The tech again has me try to reset the box using the power button using the remote control using the box itself.
UPDATE: The fan on the box failed and it over heated constantly causing this problem. When the fan would kick on it would work properly. It also started showing over heating warnings on the screen. For kicks I put a room fan pointed at the box up close and it worked.
UPDATE #2: We have had the second dish box for 32 days. Now the remote control doesn’t work. I want to be crystal clear here this box and remote are for my bedroom TV. It gets used for an hour or two a day with 0ut kid usage. WTF?
I finally demand a new box.
The tech agrees and then proceeds to tell me it will take 5 business days to get a new box.
What the hell? It took you 12 hours to get someone out to install a new box on my TV but 5 business days to replace a defective box. Incredible stupid!
I ask for a discount on the month and Dishnetwork said no.
I think this problem could easily be addressed. Why not let the installation company come and service dish problems? The Dish tech could identify it quickly and easily that it’s a box problem and replace it. The installer could then easily take the defective one and wait the 5 days for its replacement. The installation company could have several in stock for problem machines. The customer is happy because downtime is minimized.
If it costs too much you could add it as a monthly service plan.
Instead Dishnetwork leaves there customer hanging without TV for 5 business days despite it not being the customer fault..