Dish4YouDish4You

GuidelinesGuidelines

Important Phone Important Phone NumbersNumbers

Dish Network - (866) 688-3274Dish Network - (866) 688-3274 Digital Dish - (866) 866-8626, Digital Dish - (866) 866-8626,

Option 5Option 5 Dish4You - (866) 670-8811Dish4You - (866) 670-8811

Customer Time FramesCustomer Time Frames Dish Network schedules our customers for Dish Network schedules our customers for

completion as:completion as: AM - Job scheduled from 8am to 12pmAM - Job scheduled from 8am to 12pm

Must be closed by 12pmMust be closed by 12pm PM - Job scheduled from 12pm to 5pmPM - Job scheduled from 12pm to 5pm

Must be closed by 9pm Monday – Saturday; 7pm Must be closed by 9pm Monday – Saturday; 7pm on Sundayson Sundays

Hub Office HoursHub Office Hours

The Hub’s office hours are:The Hub’s office hours are: Monday – Saturday: 6:30 am to 9:00 Monday – Saturday: 6:30 am to 9:00

pmpm Sunday: 6:30 am to 7:00 pmSunday: 6:30 am to 7:00 pm

Closing a Job After HoursClosing a Job After Hours

If you need to close a job after hours:If you need to close a job after hours: Call Dish Network to close the work orderCall Dish Network to close the work order Call Digital Dish and leave job information Call Digital Dish and leave job information

on the Night Voicemail box:on the Night Voicemail box: Customer’s phone numberCustomer’s phone number Customer’s last nameCustomer’s last name State the job type (Install, Upgrade, TC, etc.)State the job type (Install, Upgrade, TC, etc.) Equipment used with control numbersEquipment used with control numbers Request notes to be made in Northware (if any)Request notes to be made in Northware (if any)

Check-In ProcessCheck-In Process

You are required to check-in one of these two ways:You are required to check-in one of these two ways:

1)1) When you log on in the morning on the When you log on in the morning on the computer to check-in right before you leave to computer to check-in right before you leave to start your first job.start your first job.

2)2) When you arrive to your first job by 8:00 and When you arrive to your first job by 8:00 and call in to the office.call in to the office.

If you check-in from your first job, then the office If you check-in from your first job, then the office will will

record your check-in time as well as record your record your check-in time as well as record your start timestart time

for that job.for that job.

General Business General Business InformationInformation

Generally, our busiest day is Saturday.Generally, our busiest day is Saturday. You are required to be at your first job You are required to be at your first job

at 8:00 amat 8:00 am There are work orders written for There are work orders written for everyevery

day, day, even holidayseven holidays.. Due to current workloads, we work on Due to current workloads, we work on

Sundays.Sundays. You may not have to work every Sunday.You may not have to work every Sunday.

Not at Home CustomersNot at Home Customers

What is a Not-at-Home Customer?What is a Not-at-Home Customer? A technician arrives at the scheduled A technician arrives at the scheduled

time frame and the customer is not time frame and the customer is not home.home.

If this happens, call the Hub and If this happens, call the Hub and declare a Not-at-Home Customer.declare a Not-at-Home Customer.

Before you leave a Not-at-Home Before you leave a Not-at-Home Customer’s residence, you must leave a Customer’s residence, you must leave a “Sorry We Missed You Card” behind.“Sorry We Missed You Card” behind.

Modifying Work OrdersModifying Work Orders

A work order is required to be A work order is required to be modified when the customer modified when the customer requires different equipment than requires different equipment than what is stated on the work order.what is stated on the work order.

Contact Dish Network in order to Contact Dish Network in order to modify a work order. modify a work order.

Tech Status & TrackingTech Status & Tracking

Call Digital Dish CSR when you Call Digital Dish CSR when you arrive after the site survey is arrive after the site survey is completed (call from the customer’s completed (call from the customer’s phone). phone). Call (866) 866-8626Call (866) 866-8626

Call the Dish Network IVR system Call the Dish Network IVR system (DASH) to activate receivers or (DASH) to activate receivers or modify the work order.modify the work order. Call (866) 688-3274 (DASH)Call (866) 688-3274 (DASH)

Tech Status & Tracking Tech Status & Tracking

In order to close out a job, you must:In order to close out a job, you must: Call from the customer’s homeCall from the customer’s home Give control numbers for equipment Give control numbers for equipment

usedused Report replace or DOA equipmentReport replace or DOA equipment Get the CRS’s name and OP IDGet the CRS’s name and OP ID

A “No Call” and a A “No Call” and a “No Show” is “No Show” is grounds for grounds for immediate immediate

termination!termination!

Equipment Control Equipment Control NumbersNumbers

1) Warehouse staff puts stickers on 1) Warehouse staff puts stickers on part.part.

2) Warehouse issues part to tech, 2) Warehouse issues part to tech, scans part to techs inventory.scans part to techs inventory.

3) When tech uses part, stickers are 3) When tech uses part, stickers are placed on service agreement.placed on service agreement.

4) Tech gives Digital Dish CSR control 4) Tech gives Digital Dish CSR control numbers. The part is then removed numbers. The part is then removed from the techs inventory.from the techs inventory.

Handwritten Work Handwritten Work Orders (HW)Orders (HW)

A handwritten work order is an A handwritten work order is an internal work order for Digital Dish.internal work order for Digital Dish.

If equipment is required to be If equipment is required to be replaced on a handwritten work replaced on a handwritten work order, you need to call Dish Network order, you need to call Dish Network and have a work order created to and have a work order created to change the equipment.change the equipment.

Field Service Manager Field Service Manager (FSM)(FSM)

Your main contact is your Field Service Your main contact is your Field Service Manager.Manager. Call your FSM for support on the following Call your FSM for support on the following

issues:issues: Routing IssuesRouting Issues You can not complete a jobYou can not complete a job You are running late on assignmentsYou are running late on assignments You need information about equipment You need information about equipment

configurationsconfigurations You need help or equipmentYou need help or equipment You need anythingYou need anything

Trenching Cable (Cable Trenching Cable (Cable Burial)Burial)

Trenching up to 50 feet is included as part of a Trenching up to 50 feet is included as part of a standard installation.standard installation.

The customer has to pay $59.00 per hour after 50 The customer has to pay $59.00 per hour after 50 feet of trenching in order to get additional trenching.feet of trenching in order to get additional trenching.

If the customer does not want to pay for the If the customer does not want to pay for the additional trenching, then it must be approved by a additional trenching, then it must be approved by a supervisor or FSM to waive the fee to the customer supervisor or FSM to waive the fee to the customer for the additional trenching and pictures still must be for the additional trenching and pictures still must be provided.provided.

If the customer requests to bury the cable If the customer requests to bury the cable themselves, a note has to be entered on the service themselves, a note has to be entered on the service agreement stating the “Customer has requested to agreement stating the “Customer has requested to bury the cable themselves,” and a note needs to be bury the cable themselves,” and a note needs to be entered into the account.entered into the account.

Trouble Calls (TC)Trouble Calls (TC)

Digital Dish assumes ownership of your Digital Dish assumes ownership of your customer for one year, whether we did the customer for one year, whether we did the original installation or not. It is very original installation or not. It is very important that the technician fixes ALL important that the technician fixes ALL problems from the original installation the problems from the original installation the FIRST TIME!FIRST TIME!

““Bringing a job up to code” means making Bringing a job up to code” means making sure the job has been installed to the required sure the job has been installed to the required standards and, if it is not, to make sure it is.standards and, if it is not, to make sure it is.

Always perform an end-to-end check before Always perform an end-to-end check before leaving!leaving!

Trouble Call ProceduresTrouble Call Procedures

We are to perform any labor required to fix We are to perform any labor required to fix a problem up to 2 hours.a problem up to 2 hours. TC-12: 12-Day Trouble Call - When a trouble TC-12: 12-Day Trouble Call - When a trouble

call happens within 12 days of the last time a call happens within 12 days of the last time a tech was there.tech was there.

TC-30: 30-Day Trouble Call - When a trouble TC-30: 30-Day Trouble Call - When a trouble call happens within 30 days of the last time a call happens within 30 days of the last time a tech was there.tech was there.

Repeat 90 TC: 90-Day Repeat Trouble Call - Repeat 90 TC: 90-Day Repeat Trouble Call - When a trouble call happens within 90 days of When a trouble call happens within 90 days of the last time a trouble call happened at that the last time a trouble call happened at that customer.customer.

Trouble Call Procedures Trouble Call Procedures (Cont.)(Cont.)

If a customer’s equipment is out or warranty If a customer’s equipment is out or warranty and needs to be replaced, the customer can and needs to be replaced, the customer can purchase equipment from the technician.purchase equipment from the technician.

A “customer caused” trouble call is when a A “customer caused” trouble call is when a problem is NOT directly caused by a poor problem is NOT directly caused by a poor installation or weather related conditions – or installation or weather related conditions – or if the customer alters the system in any way.if the customer alters the system in any way. The customer must pay $59.00 per hour for the The customer must pay $59.00 per hour for the

trouble call.trouble call. The customer is responsible to pay Digital Dish The customer is responsible to pay Digital Dish

$59.00 per hour if the customer or “acts of God” $59.00 per hour if the customer or “acts of God” damage the initial installation.damage the initial installation.

Payment for Trouble Payment for Trouble CallsCalls

If the customer refuses to pay for the If the customer refuses to pay for the trouble call, contact DISH Network, trouble call, contact DISH Network, explain to the CSR what the customer explain to the CSR what the customer did to alter the system, and ask if DISH did to alter the system, and ask if DISH Network will waive the fee. Network will waive the fee. Make sure to get the CSR name and OP ID.Make sure to get the CSR name and OP ID. A note must be added stating the Name and A note must be added stating the Name and

OP ID of the CSR that waived the fee.OP ID of the CSR that waived the fee.

Money Collected from Money Collected from CustomersCustomers

Digital Dish accepts the following Digital Dish accepts the following forms of payment: Cash, Visa, forms of payment: Cash, Visa, MasterCard, Discover and check.MasterCard, Discover and check.

You must get an approval number You must get an approval number from the HUB for any transaction.from the HUB for any transaction.

If cash is collected, it must be If cash is collected, it must be converted to a Money Order prior to converted to a Money Order prior to turning it in to Data Processing.turning it in to Data Processing.

Minimum Paperwork Minimum Paperwork RequirementsRequirements

The minimum paperwork requirements for The minimum paperwork requirements for every job:every job: Work OrderWork Order Service AgreementService Agreement ChecklistChecklist

For installations, DishMover, upgrades and For installations, DishMover, upgrades and re-installations, a customer experience re-installations, a customer experience checklist is also required.checklist is also required.

If any additional paperwork is required, it If any additional paperwork is required, it will be identified at the bottom of the work will be identified at the bottom of the work order.order.

Signature RequirementsSignature Requirements Account holder only signatures are required:Account holder only signatures are required:

On installations, DISH Movers, and upgradesOn installations, DISH Movers, and upgrades Any contract required by DISH NetworkAny contract required by DISH Network Make sure there is an understanding that if the Make sure there is an understanding that if the

account holder is not there, then the family account holder is not there, then the family member who is there must sign the member who is there must sign the account account holder’s nameholder’s name on all paperwork . . . Including on all paperwork . . . Including contracts.contracts.

Service or Trouble Calls:Service or Trouble Calls: Any person (over 18 years old) designated by the Any person (over 18 years old) designated by the

account holder to be there can sign the account holder to be there can sign the paperwork.paperwork.

Proper Paperwork OrderProper Paperwork Order The service agreement is the first thing a The service agreement is the first thing a

Data Processor should see.Data Processor should see. Any form required:Any form required:

Work OrderWork Order DHA AgreementDHA Agreement Existing Customer AgreementExisting Customer Agreement Existing Customer 1 Year AgreementExisting Customer 1 Year Agreement Century Tel DHA Agreement – Century Tel jobsCentury Tel DHA Agreement – Century Tel jobs AT&T Add-A-Receiver Agreement – Used for SBC AT&T Add-A-Receiver Agreement – Used for SBC

Add-A-ReceiverAdd-A-Receiver Turn in any money collected from customer. Turn in any money collected from customer.

Make sure all money information is on the Make sure all money information is on the service agreement. service agreement.

Site SurveySite Survey During this section, we are going to look at During this section, we are going to look at

conducting a site survey on the interior and the conducting a site survey on the interior and the exterior of the customer’s home. This exterior of the customer’s home. This information will help you to be education on what information will help you to be education on what you need to look for at the customer’s home so you need to look for at the customer’s home so you can easily identify situations that may cause you can easily identify situations that may cause problems and avoid them as soon as possible. problems and avoid them as soon as possible.

We will establish this process as working from We will establish this process as working from the inside of the home to the outside of the the inside of the home to the outside of the home, allowing you to go right from the customer home, allowing you to go right from the customer greeting to the site survey. greeting to the site survey.

The information collected during the sight survey The information collected during the sight survey will be used to build your installation plan.will be used to build your installation plan.

Site Survey ChecklistSite Survey Checklist The Site Survey Checklist is used to help The Site Survey Checklist is used to help

you through your site survey. you through your site survey. Confirm that the work order is correct; Confirm that the work order is correct;

customer is expecting what work order states customer is expecting what work order states (hardware, programming).(hardware, programming).

Confirm locations and working order of all TVs Confirm locations and working order of all TVs to be connected to the Dish system.to be connected to the Dish system.

Determine how the system will be connected Determine how the system will be connected to a phone line (if applicable).to a phone line (if applicable).

Verify electrical outlets are working properly Verify electrical outlets are working properly and grounded using the and grounded using the circuit testercircuit tester..

Verify electrical outlets are properly powder Verify electrical outlets are properly powder using the using the digital multimeterdigital multimeter. .

Voltage Tolerance (106VAC – 128VAC)Voltage Tolerance (106VAC – 128VAC)

Site Survey Checklist Site Survey Checklist (Cont.)(Cont.)

Survey customer’s home and yard for possible Survey customer’s home and yard for possible safety hazardssafety hazards

Determine where and how the system will be Determine where and how the system will be groundedgrounded

Insure clear LOS from vegetation for at least 12 Insure clear LOS from vegetation for at least 12 monthsmonths 3 degrees of clearance around all required orbital 3 degrees of clearance around all required orbital

locationslocations Determine best place to mount the dishDetermine best place to mount the dish Confirm antenna mounting location is acceptable Confirm antenna mounting location is acceptable

with customerwith customer Confirm cable routing plan is acceptable with Confirm cable routing plan is acceptable with

customer customer

Site Survey Checklist Site Survey Checklist (Cont.)(Cont.)

Determine where the house wall will Determine where the house wall will be penetrated (if necessary)be penetrated (if necessary)

Confirmation cable penetration Confirmation cable penetration points are acceptable with customerpoints are acceptable with customer

Review configuration of all TV Review configuration of all TV outlets prior to installation.outlets prior to installation.

Interior Site SurveyInterior Site Survey