Echo Dot FAQs

Q: How does a customer qualify for an Amazon Dot?
A: Only new DISH customers who sign up for a Hopper 2 or 3 integration and qualify as a DHA Plus or Elite customer are eligible to receive an Amazon Dot during their new connect appointment.

Q: Can we sell the Amazon Dot to customers?
A: No, the Amazon Dot is a promotional item only.

Q: Should the customer get their Amazon Dot if they are identified as having NLOS or No Landlord Permission?
A: No, these customers will no longer be eligible for a Dot as you must be a DISH customer to be eligible for the promotion.

Q: What if the customer doesn’t want to pair their Amazon Dot with their new Hopper?
A: Although pairing the Hopper is the best way to demonstrate the voice command features, some customers may not want to take the time to set it up. If a customer wants to opt out of pairing their new Dot, simply leave the Amazon Dot and the marketing leave behind with the customer so they can pair it at a future time should they choose.

Q: Who should the customer contact if they have issues with their new Amazon Dot? 
A: If the customer has questions regarding its pairing with the Hopper, Wally, or functionality available through the DISH skill, they should contact DISH agents. If they are having technical difficulties or issues with the product, they should contact Amazon Support Agents.

Q: If the customer decides they want to upgrade to a Hopper system to get the free Dot, what should I do?
A: Contact Field Support to have the work order modified to the appropriate receiver configuration. Do not complete the installation and finalize the giveaway until a work order has been created with the appropriate receiver configuration and the agent has confirmed the customer qualifies. The customer may only receive the Dot if it is present under “Hardware Required” on the work order.

Q: Will providers be receiving leave behinds for this promotion?
A: Yes, the offices will have access to order leave behinds through CustomPoint. The leave behinds include pairing instructions as well as a list of voice command features available to the customer.

Q: What if the customer has a Wally and states they should receive a Dot because it integrates with the Wally receiver as well? 
A: Although the Amazon Dot pairs with the Wally receiver in addition to the Hopper family, this promotion is only available to customers who order a Hopper 2 or Hopper 3 configuration.

Q: What do I tell the customer if they ask “Can I get a different color Dot?”
A: Tell the customer: “Mr./Mrs. ____, quantities are limited and the only options available are what I currently have on-hand.”

Q: What if the customer is not able to install the Alexa app on their phone/tablet at the time of install?
A: Refer them to the leave behind information to load the app when they are ready to do so.

Q: What is the ideal placement of the Dot in the home?
A: It is recommended that the Dot be placed such that it can detect the customer’s voice when they are speaking normally. Placing the device near the TV/sound system speakers should be avoided.

Q: What if the Amazon Alexa tile is not appearing in the receiver Settings Menu?
A: If the receiver is not connected to the internet at the time it downloads software it will not display the Alexa tile in the Menu. The receiver must be connected to the internet and successfully update software to display the tile. If the receiver is not connected to the internet until after software is downloaded it will take an overnight cycle for the Amazon Alexa tile to appear.

Q: Can Amazon Alexa be paired with and control Joeys as well?
A: At launch, Amazon Alexa will only function with Hopper models and Wally.

Q: What if the customer claims they should be receiving a Dot, but it’s not listed under Hardware Required?
A: Contact DASH and notify them of the issue. The agent should escalate the customer’s information for review. Inform the customer that we have escalated their inquiry and they will receive an email within 1-2 business with further instructions.

Q: What if my office is out of inventory and I don’t have an Echo Dot when I arrive at the customer’s home? 
A: Contact DASH to have the work order modified. The agent should escalate the customer’s information for review. Inform the customer that we have escalated their inquiry and they will receive an email within 1-2 business with further instructions.