Posts Tagged ‘DishNetwork’

Why a Firm Needs a Social Media Team

Thursday, January 6th, 2011

I got home from vacation this week to discover my Dish Network account had been suspended. Evidently there was a billing issue with the auto-payment system and they had not been paid, unbeknownst to us. My wife spent an hour or so spinning her wheels on the phone only to ultimately be disconnected. At this point she was ready to abandon Dish Network, pay the early term fees, and go to Hulu and the networks for access to her favorite shows. Having followed DishNetwork on Twitter for a while, I knew I’d get better service from their Twitter team. It turns out I was right. Here is the story in my wife’s words, posted on her blog.

I have never been a big believer in Twitter. Sure, I follow a few celebs (hello…Conan is HIL-ARIOUS..) but tweet myself?? Yeah right.

That is until tonight. After spending a frustrating 55 minutes on the phone with Dish Network because of billing issues, and then being disconnected while waiting for a supervisor….I was ticked. Ready to cancel, ready to make heads roll in order to make my point. But my tech savvy (geeky….) hubs send a tweet to Dish Network. They immediately responded, and within the hour someone from the Dish Network Twitter Team called us, and not only took care of our issues, but were so willing to provide great customer service that it blew me away.

So, kudos to the Dish Network Twitter Team. I have a feeling you’ve saved many accounts from going elsewhere….mine included.

Dish Network scored on several points. First, they had a social media team. Second, that team was empowered to do things the telephone support crew swears they can’t do. Finally, the service was prompt, reasonable, and satisfied all parties. It really makes a difference when a customer service team is courteous, knowledgeable, and actually does provide support. While Dish Network certainly could do with a major overhaul of the telephone customer support, the Twitter team is outstanding. They will be my first option if a future need arises.

Google TV

Thursday, June 3rd, 2010

Google announced a new product at its I/O developer conference called Google TV. At the conference, the CEOs of Dish Network, Sony, Intel, Logitech and Best Buy participated in a Q&A regarding the launch of Google TV this fall. I want to highlight the big picture here, and then in subsequent posts break down the individual components of Google TV.

Here is an introductory video from Google.

The product announcement at the conference was pretty exciting. I’ll admit that I wasn’t too excited about WebTV when it came out, but this looks like it is a viable product. While there will be plenty of room to grow, I think the initial offering will be pretty good. Sony will provide the first Google TV set, accompanied by a companion box from Logitech. Dish Network is going to fully support Google TV, but it will work with any provider as long as you have the Logitech box. Intel is powering Sony’s television, but I was disappointed that AMD didn’t get the nod. Best Buy is going to tie it all together with special marketing and store displays to teach people about the product, and conveniently will offer it before the Christmas shopping season begins.

Google TV is a great way to watch web content on your home entertainment system. No more crowding your family around a tiny laptop screen. You can now share all your favorite web videos on your television. Google TV is going to be pretty cool out of the box, but Google left plenty of room for developers to get involved. Google told the developers at the conference that they are going to be making even better products to accompany Google TV. I think it will be really interesting to see what comes of it. I am conveniently going to be in the market for new satellite television just in time for the launch of Google TV, so I am pretty stoked. Now I just need to figure out how to afford a new Sony TV.

Stay tuned for a closer look at the individual components of the Google TV experience.