DISH Network Scams The Elderly And Defends It

While customer service in the United States has reached so many new lows it is almost impossible to keep track of them, DISH Network has stooped to new levels in poor customer service and conflict resolution.

An elderly man bordering on dementia (72 years old) in MN is being charged for DISH Network Service that he doesn't receive and didn't order. In fact, the apartment that he lives will not even allow DISH to be installed in the apartment building.

When he had no success resolving the issue with DISH Network directly, persuasion expert Kevin Hogan got involved. What ensued is one of the most disgusting examples of poor customer service I've ever seen or heard of especially when directed at bilking the elderly. You'll be as disgusted as me when you read this conversation that occurred between Kevin and DISH Network's Conflict Resolution specialist. Unbelievable.

There is a business lesson in all this though, click the link below to learn the lesson.

The lesson in this is that exceptional customer service is not that hard and it is one of the best and least expensive marketing tools you can use. And, when you use it inappropriately it can be the most costly. This blog is read by thousands of people each week, more than a few people will make a decision NOT to use DISH Network when choosing a television service provider, they'll go with DIRECTV for example. And, there is a high liklihood that this post will be ranked higher in the search engines than DISH. It will hopefully be linked to by many readers in their blogs and ultimately cost DISH more money. Just one subscriber leaving DISH will cost them much more than the elderly man they've been charging and whose meager income they refuse to return. More importantly, the long term impact may be hard to measure but I'm certain that it will cost them ore than one subscriber and it will make people question whether or not to do business with them.

The right (and smart) thing to do would be return the man's money and make a big deal out of the fact that they care about their customers and deliver an amazing customer experience for the people who are caring for him.

Leverage your customer experience every chance you get, make it remarkable, make it unforgettable, make it a profit center not a source of brand and value destruction.

Comments

[Jack Humphrey]

Actually I don't think you could call Dish Network's responses from Kevin's article a "defense." More like a flat out, bullying refusal.

I'm willing to bet after this that Vicki Kelly at Dish TV Network no longer has a job. Of course, whoever was charged with hiring such a person should be reprimanded as well, just for good measure.

[Kristen Johnson]

I just sent Kevin Hogan an email after reading this story on his website. I found it by googling Vicki Kelly's phone number who was supposed to get back to me by Monday or Tuesday of this week. I have been trying to get my money back from Dish for the last 3 months from a cancellation fee I was charged for a contract, the "Digital Home Advantage 18-Month," that I never signed up for. Good to hear Vicki is no longer working there as of the 18th...figures, as I just spoke to her on the 17th!