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DISH

Time management trick - backward planning, gantt chart - pert technique

https://projectmanagementacademy.net/resources/blog/a-three-point-estimating-technique-pert/⁠

https://asana.com/resources/pert-chart⁠

https://unrubble.com/blog/pert-formula⁠

https://www.6sigma.us/project-management/program-evaluation-and-review-technique-pert/⁠

Prioritization? Work/study limit

from interview

Nadine is 7.5 years in the company, she is the head of Customer Service, responsible for 2 and 3 levels of support, 1 quality person and 1st line Paula, and we have one guy tackling all the premium or let's say management complaint customers and takes care about all the special cases.

Christian, I'm in the team of Nadine. Since now three years and eight months with Dish,

responsible for the operational steering of our first level support. On the one side, steering our partner who's responsible for the first level to provide us with the agents, they have a call center. So we don't have a call center on our own payroll. And on the other hand, to understand the situation is to be in touch with the 15 countries we are providing the service to.

So we do international service for 15 countries, for 15 metro countries. And as you can imagine, right, every country has a different focus, different complaints, different things they need. So this is also then the management of this.

So the first good news, and maybe it's a bad one, depends on the point of view. This is the first time to search for a working student for our team to support other than, especially my role on a daily basis for the daily task. So how the work really looks like in detail. I'm not able to say at that moment. Means at the end that if we say Anna is the right person and we want to start with her, you have also the chance to build this with us too. It's something like, yeah, design also of the job role and find out, okay, where are your strengths, for example, yeah, that could be my weaknesses. And therefore we adjust this. So this is the big thing. In general, it's about two topics.

On the one hand side, we must track day on daily basis, KPIs, inflow, all that stuff to see if something unusual is happening. And we have a permanent eye on the quality of first level support. Starts from are they picking up the phone? Are they polite and are they answering things and are they solving those things?

On the other hand, we analyze things like, okay, do we see a lack of training, a lack of knowledge or something like that, then we also can steer against this.

And then comes the second part, it's more analytics one. As usual in support, nobody is telling you, you did a great job, you get only complaints, right? And especially from the German market, we have some of them, yeah, the Germans like to complain even more than others, this is, I guess, our nature and people to come to Germany really adopt this is funny.

So, and if we don't get complaints like this detailed and so on, so often they come directly from Metro because our customer, because Metro says our products comes to Metro and said, hey, you sold me this and this not working and support isn't helping me.

Full stop. And you have this black box, right? They have this black box and say, okay, now let us dig deeper into this specific case to find out what happened here. This will be our job.

And on the one hand side, to, of course, solve the issue for the customer, then explain to Metro what happened

And then at the end, we did everything

And the third thing is then to analyze what happened, of course, and how can we prevent to happen this in the future?

Because, of course, first level is a voice to the customer and the face in that case, but often not the right person or the right level to blame on. So, and this is exactly what we have to find out. And also, therefore, it's good to be especially within the office because beside first level you will have to get in touch with second level, third level, this product, marketing, all these roles and all these names. So I call it networking. And this is exactly the reason for this. And this is what puts the job. And then we will start to find, okay, where is the niche and where is this specific, where Anna has her strengths and can focus on this.

to do:

0) what in general task will be and what we can do?

Operational Quality Assurance (QA) → helper for the existing QA specialist?

"Track KPIs daily, inflow, quality of calls – polite, helpful, solved or not"

Focus: Monitoring frontline performance, KPIs, agent behavior, and training gaps.

Professional Terms:

KPI Monitoring & Alerting

Support Performance Auditing

Service Quality Control

First-Level Agent Behavior Analysis

Training Needs Assessment

Examples:

Monitor SLA compliance, e.g., response time, resolution rate

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Evaluate call handling: politeness, accuracy, completeness

Identify skill gaps via ticket trends or escalation reasons

Incident & Root Cause Analysis →

Incident & Root Cause Analysis

Focus: Handling major complaints/black-box cases, digging into why support failed.

Professional Terms:

Incident Triage & Deep-Dive Investigation

Customer Complaint Analysis

Cross-System Debugging

Root Cause Identification

Service Recovery Coordination

Examples:

Investigate high-impact complaints (esp. from Metro)

Coordinate with backend/product teams to trace issue origins

Document root causes and actions taken

Continuous Service Improvement & Cross-Functional Collaboration

Focus: Fixing the system, preventing future issues, working cross-functionally.

Professional Terms:

Service Improvement Planning

Process Optimization

Knowledge Base Management

Interdepartm ental Stakeholder Engagement

Support Workflow Integration

Examples:

Collaborate with 2nd/3rd level, product, or marketing teams

Propose process/policy changes based on recurring failures

Update and maintain support documentation (Confluence)

knowledge revise - Sup.Sci analysis of feedback - Sup.Sci Support metrics - Support Driven these things - Servan Leadership how to answer - Business analytics working with people

1) my own experiences and knowledge connected to the tasks - revising CV

Monitoring ourselves via helpdesk our Average first Response time, average resolution time, plus average time on each status (and we have several tickets with feagure requests or later something like that)

Technical account management → customer complaints → gathering all informaion needed where something brokes and what customer sees → providing known solutions or workarounds if possible → escalation to tehcnical support hey try to reproduce the bug and understand specifically what is hapenning (then tech support can escalate to dev team if it’s a bug) → monitoring how investigation is going → asking for some eta → keep the customer updated and coordinating with sales team if needed (if the comopany is big) in understanding what we can do to mitiage this negaive effect, can we offer something. Blockers

Purchasing case Jun BA

Networking within company working with different departments?

2) weaknesses of Christian potential? aka my weaknesses and strengths that can cover his weaknesses? - research LinkedIn + posts

remember what I can say to this kind of questions?

3) what I could have done, ideas? - feedback -> how I would have answered - feedback -> how analyse it, and CX map of the product&service and where they have issues and why? - my onboarding plan/questions

4) my other possible questions?

are DISH growing now or do you have plans on growth?

What are formal SLA targets with your call center partner for KPIs like FRT (First Response Time), Resolution Time, etc.?

any post call surveys - CSAT? NPS? CES?

QA person now focuses entire on 1st level support from partners, how it looks like, do you have some sort of Customer Support Playbook/Handbook, with principles on what it means resolve customer issue and do it on a good/desired quality?

Your CRM/helpdesk catches calls too? or Where do you able to see calls-tickets? + recordings? + track all the KPIs?

calls have transcription? in german? or different other languages?

what working schedule would be optimal for you?

Invincible Menu LDA Tomasz Szc, Portugal →

https://www.racius.com/invincible-menu-unipessoal-lda/⁠

→ My'oMeu : Homemade, Fresh Pasta and Pierogi, Restaurant in Faro

https://maps.app.goo.gl/UAZUj3VBqthg3YBX8⁠

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Double Payment Fraud⁠

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Since November 2021, I have held an active subscription to the Dish by Makro reservation system for restaurants. According to the service terms, the subscription must be paid monthly. If payment is missed, the system is automatically blocked, preventing the restaurant from accessing the reservation panel – even though customers can still make bookings online. This renders the system completely unusable from an operational standpoint. On May 18, 2024, the system underwent an update, after which my access was unexpectedly blocked. Upon contacting the support team, I was informed that I supposedly have five unpaid subscriptions from 2022 and one from 2023. This is absolutely not possible, as per Makro's own policy: any unpaid invoice results in automatic suspension, and after 3 months of non-payment, the account is permanently deleted. Yet I was able to use the system continuously from 2021 until May 2024. I immediately reported the issue both by phone and email. I received a promise that the matter would be promptly investigated. Unfortunately, as of May 30, 2025, the issue remains unresolved, and my access is still blocked. Due to my bank account’s limitations (it only provides access to transactions from the last 12 months), I was unable to present payment confirmations for the disputed periods. However, since Makro has also failed to provide credible proof of the debt, and considering the urgency of operating a restaurant, I was forced to repay the alleged outstanding invoices in order to restore access. The inability to access the reservation system caused financial, operational, and reputational damage. In my view, this situation constitutes: a breach of contract, non-compliance with EU digital service standards, a violation of consumer protection and transparency principles, and potentially a violation of GDPR, due to denied access to payment-related personal data. Situations like this are completely unacceptable in the context of the EU’s Digital Single Market and undermine trust in digital tools for the hospitality industry. As a business owner acting in good faith, I expect transparency and professionalism in return.

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I prepared actually a bit of a presentation deck.

This is the pitch deck about me and my experience.

So I want to talk about four things that I think you should know about me.

service mindset

knowledge center

business mindset

self-development

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First of all is that I had always this servicing mindset since childhood.

I enjoy helping out people.

I was volunteering in the student years and like in my adult years, and giving back to community I am living in

actually, since my undegrate, while hosting international students that came for exchange I realised that I am going this quite well and that I can do this kind of work professionally, also back then I first tried to work as a hostel administator and a call-center agent and I liked that sense of communicating with people and helping them get better experiences

Since then worked in a spectrum of customer facing positions - account manager, dealing with purchasing questions, sales and customer success, working with the new potential or existing customers, retain them, and make them happy.

And then of ourse customer support, dealing with like more technical questions, as a first line of tecnical support, product questions

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Second thing that you, I think, should not be me, that I'm like a walking knowledge center in every position that I worked. I was like this information sponge and everyone, like my colleagues, my peers, always like ask me, so what is this bug about? do we have a workaround? Like what this is update. Do you know how it works?

So I was like, not only for my customers, I was that person who always know the product and all the features and nuances, but I also with the peers and colleagues, I was happy to share my information.

I was gathering knowledge bases for myself, like in my own like kind of documents.

And then also I like in some positions, I was formally assigned to do knowledge bases, write internally and externally for the customers, including writing in English

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The third thing that you should know is that I'm like have this business mindset, my insterest in economics helped to get that initial understanding of how generally business is running, but ten when I was working and in sales and success in particular I was always thinking how me as an employee, as support agent imnfluence business metrics, and how actually I can help to create more revenue for the company or retain the revenue.

For SaaS companies, as the business model is focused on subscription, I think it is especially important, for employees to have that business mindset and understand that their everyday activities and especially customer experience and customer support, how it influenced back to the company and business goals that we have. And how it’s imporant to build long-term relationshps

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And the fourth thing is that I consider myself as someone who wants to grow and kind of have that curiosity and fascination about a lot of things, the world, and wo enjoys learning and growing over myself, and someone who seeks feedback.

So that's why I'm back into school actually

I'm back into master's degree because I always wanted international master experiences, and also felt that I want to develop analytical skills and quantitative skills, and Germany and Uni bonn in particular is very famous of the strong economical, quantitative skills, So i tought that is would be very beneficial for me and for my career.

And I do envision myself like after my master's degree that I would work somewhere like applying my like analytical and qualitative skills because I think it's also about this optimization in the analytical part that is, I think, important.

You help business to see the opportunities to grow, to see the opportunities where we can optimize a bit, and then create more better experience at the end to the customer and satisfy their needs.

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Reviews

Aly Bjk, DE

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Meine Erfahrung mit Dish Kassensystem…⁠

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Meine Erfahrung mit Dish Kassensystem und Payment-Gerät Als wir das Kassensystem von Dish gekauft haben, funktionierte es von Anfang an nicht zuverlässig. Es kam ständig zu falschen Abrechnungen, fehlerhaften Trinkgeldberechnungen und Abweichungen zwischen der Kasse und dem Dish-Payment-Gerät. Zudem stürzte das System regelmäßig ab, sodass wir es bereits nach einem Monat aus dem Geschäft nehmen mussten. Trotz dieser massiven Probleme mussten wir weiterhin die vollen Kosten tragen. Erst Ende September konnten wir einen Teil der Verträge kündigen. Allerdings läuft der Vertrag für das mobile Bezahlterminal noch bis 2029 weiter, und selbst aus Kulanz wurde keine vorzeitige Beendigung angeboten , obwohl wir für eine nicht funktionierende Leistung bezahlt haben. Insgesamt haben wir durch den Kauf des Kassensystems bereits über 10.000 Euro Verlust erlitten. Das Einzige, was bei Dish zuverlässig funktioniert, ist das Reservierungssystem. Das Kassensystem und das Payment-Gerät kann ich jedoch absolut nicht empfehlen.

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My experience with the Dish POS system and payment device

When we purchased the Dish POS system, it didn't work reliably from the start. There were constant incorrect statements, faulty tip calculations, and discrepancies between the cash register and the Dish payment device. In addition, the system crashed regularly, so we had to take it out of service after only one month.

Despite these massive problems, we still had to bear the full costs. It was not until the end of September that we were able to terminate part of the contracts. However, the contract for the mobile payment terminal continues until 2029, and even as a gesture of goodwill, no early termination was offered, even though we paid for a service that did not work.

In total, we have already lost over $10,000 as a result of purchasing the POS system.

The only thing that works reliably at Dish is the reservation system. However, I absolutely cannot recommend the POS system and the payment device.

Translated with DeepL.com (free version)

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A fuire⁠

, FR

Aucune formation et aucun suivi. Afin d'ajouter des tables ou mettre un plan de salle, pas de possibilité de le faire nous-même. Lors de plantages de caisse ou TPE, prévoyez un sumup de côté car 5 jours sans réponse mais les prélèvements ils le font. Service commercial incompétent. Impossibilité d'éditer le ticket z depuis la caisse. Aucune liaison cuisine. Metro, continuez la vente de légumes et laissez les logiciels aux professionnels Pour répondre à votre retour Restaurant A Table 37120

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Avoid

No training or support. We are unable to add tables or create a seating plan ourselves.

When the cash register or payment terminal crashes, have a backup plan because you won't get a response for five days, but they will still take your payments.

Incompetent sales department. Impossible to print receipt Z from the cash register. No kitchen connection.

Metro, stick to selling vegetables and leave the software to the professionals.

In response to your feedback

Restaurant A Table 37120

Reply from DISH by METRO, Aug 5, 2025

Bonjour, Nous vous remercions d'avoir pris le temps de partager votre expérience avec nous. Nous sommes sincèrement désolés d'apprendre que votre récente expérience avec notre service n'a pas été à la hauteur de vos attentes. Nous avons des difficultés à retrouver votre établissement au sein de notre base de données, quand avez-vous souscrit à un contrat DISH By METRO et sur quelle zone géographique ? Vous pouvez nous envoyer un email avec toutes les informations et vos coordonnées à cette adresse : bonjourdish@metro.fr afin que nous puissions en discuter et améliorer la situation. Cordialement, L'équipe service client DISH by METRO

Massimiliano FarinaDE•2 reviews

Jul 30, 2025

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Finger weg von dieser Kasse⁠

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Finger weg von dieser Kasse Reine Katastrophe Schlechter Service Bei Problemen wird man alleine gelassen Hotline nie erreichbar

Jean-luc HazizaFR•1 review

Jul 29, 2025

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on achète le TPE et ensuite⁠

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on achète le TPE et ensuite : impossible de s'enregistrer. ils ont refusé mon dossier pendant une semaine. il y a toujours un truc qui ne colle pas. C'est galère noire. Du coup je suis allé chez sumup et ça m'a pris 5 minutes. je suis vraiment vraiment en colère après cette boite

Jean-luc Haziza

FR•1 review

Jul 29, 2025

Rated 1 out of 5 stars

You buy the TPE and then

You buy the TPE and then: impossible to register. They rejected my application for a week. There's always something wrong. It's a nightmare. So I went to Sumup and it took me 5 minutes. I'm really, really angry with this company.

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Reply from DISH by METRO

Jul 30, 2025

Dear Jean-Luc Haziza,

Thank you for taking the time to share your experience with us.

We are sincerely sorry to hear that your recent experience with our service did not meet your expectations.

We are having difficulty locating your establishment in our database. When did you sign up for a DISH By METRO contract and in what geographical area?

Please send us an email with all the information and your contact details to this address: bonjourdish@metro.fr so that we can discuss this further.

Best regards,

The DISH by METRO customer service team

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L'instantFR•1 review

Jul 4, 2025

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Fouad est très réactif⁠

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Fouad est très réactif, toujours a l'écoute, très professionnel A résolu nos problèmes et nous a formé

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Reply from DISH by METRO

Jul 4, 2025

Cher L'Instant, Nous vous remercions pour votre avis positif et pour avoir pris le temps de partager votre expérience avec nous. Nous sommes ravis d'apprendre que notre accompagnement et formation ont su répondre à vos attentes. Nous plaçons votre satisfaction au cœur de nos priorités et votre commentaire est une véritable source de motivation pour toute notre équipe. Nous ne manquerons pas de transmettre vos compliments à Fouad. Nous espérons avoir le plaisir de vous accompagner de nouveau très bientôt. Cordialement, L’équipe service client DISH by METRO

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JLR FR•1 review Jul 1, 2025 Rated 1 out of 5 stars attention aux SAV catastrophique

Bonjour a tous Attention avec Dish ou plus précisément DISH ALSACE. En effet j'ai acheté une caisse complète et l'option vente a emporté il y a plus de mois. Tous les jour j'ai des problèmes et le pire c'est que tous le monde s'en fou, personne ne prend en compte vos problème, ni le vendeur , ni les techniciens. alors même, que je paie un abonnement mensuel et que j'ai payé l'intégralité de la caisse. Prochaine étape si mon soucis n'est pas réglé, je brule tout et je fais une vidéo. SAV a pleurer

DISH by METRO logo

Reply from DISH by METRO Jul 2, 2025

Cher JLR, Nous vous remercions d'avoir pris le temps de partager votre expérience avec nous. Nous sommes sincèrement désolés d'apprendre que votre récente expérience avec notre service n'a pas été à la hauteur de vos attentes.

Nous prenons vos commentaires très au sérieux et nous allons vous recontacter pour en savoir plus sur les problèmes que vous avez rencontrés afin de pouvoir les résoudre au plus vite.

Nous espérons avoir l'opportunité de regagner votre confiance et de vous offrir une meilleure expérience à l'avenir.

Cordialement, L’équipe service client DISH by METRO

JLR

FR•1 review

Jul 1, 2025

Rated 1 out of 5 stars

Beware of terrible customer service

Hello everyone,

Be careful with Dish, or more specifically DISH ALSACE.

I bought a complete box and the takeaway option more than a month ago.

Every day I have problems, and the worst part is that no one cares. No one takes your problems seriously, neither the salesperson nor the technicians.

Even though I pay a monthly subscription and have paid for the entire box.

Next step if my problem isn't resolved: I'll burn everything and make a video.

Customer service is terrible.

DISH by METRO logo

Reply from DISH by METRO

Jul 2, 2025

Dear JLR,

Thank you for taking the time to share your experience with us. We are sincerely sorry to hear that your recent experience with our service did not meet your expectations.

We take your feedback very seriously and will be in touch to learn more about the issues you encountered so that we can resolve them as quickly as possible.

We hope to have the opportunity to regain your trust and provide you with a better experience in the future.

Sincerely,

The DISH by METRO Customer Service Team

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Thierry weltyFR•1 review

Updated Jun 23, 2025

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Restaurateur⁠

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Restaurateur, ce matériel semble vraiment très intéressant, les fonctionnalités proposées sont vraiment pointus, sauf que 59 euros /mois de licence, plus le surcoût pour le moyen de payement, presque obligatoire tant il est intéressant.Pourtant, 1,55 pour cent de commission par transaction, dans mon cas, avec 1400 euros de com bancaire par an, je passe à 5600 euros annuel, soit une rente pour cette boîte de 4200 euros/annuel, je vous laisse imaginer ce que vous pourriez faire avec cette somme, investissement,salaire. Cette solution est une véritable escroquerie, honte à la société métro, de cautionner ce genre de méthode. Réponse à votre réponse: suite à une pub pro, j'ai regardé ce que vous proposez. Interressant sur le papier, sauf qu'en regardant plus près, on tombe sur les chiffres que j'ai repris sur votre site et qui malheureusement rendent votre offre, très, très cher. Avec de tel conditions, impossible de s'intéresser à votre offre, qui, je maintiens mes propos...m'apparaît comme une escroquerie..... Bien à vous.

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Reply from DISH by METRO

Updated Jun 24, 2025

Cher Thierry Welty, Nous vous remercions d'avoir pris le temps de partager votre expérience avec nous. Nous avons des difficultés à retrouver votre établissement au sein de notre base de données, quand avez-vous souscrit à un contrat DISH By METRO et sur quelle zone géographique ? Vous pouvez nous envoyer un email avec vos coordonnées à cette adresse : bonjourdish@metro.fr afin que nous puissions en discuter. --- Pour répondre à votre retour, le taux de 1,55 % s’applique à un type de TPE. Nous disposons également d’autres terminaux de paiement avec un taux de transaction plus avantageux, adaptés à une typologie de clients. Cordialement, L'équipe service client DISH by METRO

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Thierry Welty FR•1 review Updated Jun 23, 2025 Rated 1 out of 5 stars Restaurant owner

Restaurant owner, this software seems really interesting, with some really advanced features, except that the €59/month license fee, plus the additional cost for the payment method, is almost mandatory given how interesting it is. However, with a 1.55% commission per transaction, in my case, with 1,400 euros in bank fees per year, I'm looking at 5,600 euros per year, which is a profit of 4,200 euros per year for this company. I'll let you imagine what you could do with that amount, whether it be investment or salary. This solution is a real scam, and Metro should be ashamed of itself for endorsing this kind of method.

Response to your response: following a professional advertisement, I looked at what you have to offer. It looks interesting on paper, but when you look more closely, you come across the figures I took from your website, which unfortunately make your offer very, very expensive. With such conditions, it is impossible to be interested in your offer, which, I maintain, appears to me to be a scam... Sincerely.

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Reply from DISH by METRO

Updated Jun 24, 2025

Dear Thierry Welty,

Thank you for taking the time to share your experience with us.

We are having difficulty locating your establishment in our database. When did you sign up for a DISH By METRO contract and in what geographical area?

Please send us an email with your contact details to this address: bonjourdish@metro.fr so that we can discuss this further.

---

In response to your feedback, the 1.55% rate applies to one type of payment terminal. We also have other payment terminals with more advantageous transaction rates, tailored to different types of customers.

Best regards,

The DISH by METRO customer service team

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BuehlerDE•11 reviews

Jun 9, 2025

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Unglaublich wie hier gearbeitet wird⁠

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Unglaublich wie hier gearbeitet wird. Finger weg, Zahlungen kommen viel zu spät an, Dashboard über Stunden nicht erreichbar.

Buehler

DE•11 reviews

Jun 9, 2025

Rated 1 out of 5 stars

Unbelievable how they work here

Unbelievable how they work here. Stay away, payments arrive far too late, dashboard unavailable for hours.

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SylvainFR•1 review

May 10, 2025

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Pourquoi j'ai été facturé alors qu'il…⁠

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Pourquoi j'ai été facturé alors qu'il vous disent que aucun frais supplémentaires ne sera demandée ils m'ont enlever 1,55%par transaction et quelques jours après j'ai reçu une facture qu'il mon prélevé

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Sylvain

EN•1 review

May 10, 2025

Rated 1 out of 5 stars

Why was I charged when they...

Why was I charged when they said there would be no additional fees? They took 1.55% per transaction, and a few days later I received a bill showing that they had debited me.

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le tavernaki tsakos ioannisFR•1 review

Apr 13, 2025

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NUL nul⁠

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Dish en tant que logiciel de réservation est totalement nul de chez nul! Beaucoup de problèmes techniques les clients réserve et aucune réponse de réservation… par contre pour prélever aucun souci tout fonctionne à merveille, que dire de la caisse enregistreuse, il faut être super fort pour faire pire ? restaurateurs fuyez !

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Reply from DISH by METRO

Apr 15, 2025

Cher le Tavernaki, Merci d'avoir pris le temps de nous faire part de votre expérience sur nos solutions. Nous sommes désolés d'apprendre que notre service n'a pas été à la hauteur de vos attentes. Chez DISH by METRO, nous nous efforçons de fournir un service de qualité à chacun de nos clients, et il est évident que nous n'avons pas réussi dans votre cas. Nous aimerions comprendre les problèmes que vous avez rencontrés afin de les résoudre rapidement. Pourriez-vous contacter notre service client à support-fra@dish.co en fournissant le plus de détails possible ? Cela nous aidera à mieux comprendre la situation et à prendre les mesures nécessaires pour éviter que cela ne se reproduise à l'avenir. Nous espérons regagner votre confiance. Cordialement, L’équipe service client DISH by METRO

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Tavernaki Tsakos Ioannis

EN•1 review

Apr 13, 2025

Rated 1 out of 5 stars

WORTHLESS

Dish as reservation software is completely useless! Lots of technical problems, customers make reservations and get no response... but when it comes to taking payments, everything works perfectly. And what can we say about the cash register? You'd have to be super talented to do worse. Restaurateurs, run away!

DISH by METRO logo

Reply from DISH by METRO

Apr 15, 2025

Dear Tavernaki,

Thank you for taking the time to share your experience with our solutions. We are sorry to hear that our service did not meet your expectations.

At DISH by METRO, we strive to provide quality service to each of our customers, and it is clear that we have not succeeded in your case.

We would like to understand the issues you encountered so that we can resolve them quickly.

Could you please contact our customer service team at support-fra@dish.co with as many details as possible? This will help us better understand the situation and take the necessary steps to prevent this from happening again in the future.

We hope to regain your trust.

Sincerely,

The DISH by METRO Customer Service Team

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christine gendusoFR•1 review

Apr 11, 2025

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Ou est le service client⁠

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J'ai donne mes coordonne bancaire suite a ma commande que j'ai annule je me suis aperçu qu'on me soustrait 70€ sur mon compte alors que je n'ai pas la caisse enregistreuse. J'ai stoppé le prélèvement ( impossible de joindre dish et metro doit me rappeler mais pas de nouvelle On me relance de payer. Je demande un numeri de service cliente,est-il inexistant?????

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Reply from DISH by METRO

Apr 15, 2025

Chère Christine, Merci d'avoir pris le temps de partager votre expérience avec nous. Nous sommes désolés d'apprendre que votre récente expérience avec notre service n'a pas répondu à vos attentes. Chez DISH by METRO, nous nous engageons à offrir un service de qualité supérieure à chacun de nos clients, et il est clair que nous n'avons pas atteint cet objectif dans votre cas. Nous aimerions en savoir plus sur les problèmes que vous avez rencontrés afin de les résoudre rapidement. Pourriez-vous contacter notre service client à l'adresse suivante : support-fra@dish.co pour nous fournir plus de détails ? Cela nous aidera à mieux comprendre la situation et à prendre les mesures nécessaires pour éviter que cela ne se reproduise à l'avenir. Nous espérons avoir l'occasion de regagner votre confiance et de vous accompagner à nouveau. Cordialement, L’équipe service client DISH by METRO

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christine genduso

EN•1 review

Apr 11, 2025

Rated 1 out of 5 stars

Where is customer service?

I provided my bank details after placing my order, which I then canceled. I noticed that €70 had been deducted from my account, even though I don't have a cash register. I stopped the direct debit (unable to reach DISH, and METRO is supposed to call me back but I haven't heard anything).

I am being asked to pay. I am requesting a customer service number. Does it not exist?????

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Reply from DISH by METRO

Apr 15, 2025

Dear Christine,

Thank you for taking the time to share your experience with us. We are sorry to hear that your recent experience with our service did not meet your expectations.

At DISH by METRO, we are committed to providing superior service to each of our customers, and it is clear that we have not achieved this goal in your case. We would like to learn more about the issues you have encountered so that we can resolve them quickly.

Could you please contact our customer service team at support-fra@dish.co to provide us with more details? This will help us better understand the situation and take the necessary steps to prevent this from happening again in the future.

We hope to have the opportunity to regain your trust and serve you again.

Sincerely,

The DISH by METRO Customer Service Team

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Mathilde VaillantFR•1 review

Mar 27, 2025

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Vivement la fin de l’engagement⁠

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Lorsqu’on est démarché par dish le mot du commercial est « adaptation ». « Vous voulez une fonctionnalité qui n’existe pas ? Nos équipe fond évoluer dish pour vous ! » Je demande une fonctionnalité pour créditer des bons cadeaux. Voici la réponse : Nous accusons reception de votre requete, malheureusement pour le moment cette fonctionnalité n'est pas présente, mais sachez que nous vous tiendrons informée dès que cette fonctionnalité sera ajoutée à nos produits. En attendant on me propose de supprimer la table lorsque les gens dépense la carte cadeau. Des suppressions…. Assurément tout le monde sais que les comptable aime les suppression. En parlant d adaptabilités ! Je devai ouvrir le 8/02. On m’assurent que j’aurai la caisse. Je l’ai eut le 11/02. Super pour l’ouverture du restaurant sans caisse. Même pas commercial pour me fournir un cahier pour mes encaissements…. On me dis « oui mais on a pas commandé la caisse psk vous n’avez pas envoyé vos menus et carte boissons ». Tout été signés. En bref ils n’ont pas commandé ma caisse et justifie ce retard par mon envoie tardif des menus et boisson. Ça prends pas 2 jours en entre 30 vins,8vins verres,3menus, boisson chaude et apéritifs !! Je l’ai déjà fais pour cashmag. Quand le logiciel est bien fait, en une matinée c’est fais !!! La caisse n’est qu’un logiciel d’encaissement. Pour regarder les chiffres il faut se connecter sur un ordi. N’essayez pas un téléphone, ça ne marche pas ! Le commercial nous a vendu un tpe a 99€. Il ne parle pas de la facture mensuel pour le TPE. Il ne parle pas de certaines cartes de crédit à 2,5%. Quand on demande il ne sait pas vraiment. Sur le ticket de caisse des clients un gros QRcode. Qui sert a quoi ? A rien. Quand on demande ce que c’est cette touche « Ben ça en formation on m’a dis que c’était une fonctionnalité inutile pour l’instant. Et ça je sais pas à quoi ça sert mais pas besoin. Et ça en formation on m’a pas dis psk c’est compliqué et inutil » Mais ils sont gentils. Ils ont au moins ça pour eux. Mon voisin, un bar à vins travail avec hiboutik. Pas chère est il en Est ravi! Avant je travaillai avec cash mag. Après 2 mois chez dish, je n’attends plus rien de mieux de leur part. J’attends la fin de l’engagement.

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Reply from DISH by METRO

Mar 28, 2025

Chère Mathilde Vaillant, Nous vous remercions d'avoir pris le temps de partager votre expérience avec nous. Nous sommes sincèrement désolés d'apprendre que votre récente expérience avec notre service n'a pas été à la hauteur de vos attentes. Chez DISH by METRO, nous nous efforçons de fournir un service de qualité supérieure à chacun de nos clients, et il est évident que nous n'avons pas atteint cet objectif dans votre cas. Nous prenons vos commentaires très au sérieux et nous aimerions en savoir plus sur les problèmes que vous avez rencontrés afin de pouvoir les résoudre au plus vite, nous allons donc vous recontacter pour en discuter. Nous espérons avoir l'opportunité de regagner votre confiance et de vous offrir une meilleure expérience. Cordialement, L’équipe service client DISH by METRO

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Mathilde Vaillant FR•1 review Mar 27, 2025 Rated 2 out of 5 stars Can't wait for the end of the contract

When approached by dish, the salesperson's pitch is “adaptation.” “Want a feature that doesn't exist? Our team will develop dish for you!” " I asked for a feature to credit gift cards. Here is the response: We acknowledge receipt of your request. Unfortunately, this feature is not available at this time, but we will keep you informed as soon as it is added to our products. In the meantime, they suggested that I delete the table when people spend their gift cards. Deletions... Surely everyone knows that accountants love deletions. Speaking of adaptability! I was supposed to open on February 8. I was assured that I would have the cash register. I got it on February 11. Great for opening a restaurant without a cash register. Not even commercial enough to provide me with a notebook for my receipts... They told me, “Yes, but we didn't order the cash register because you didn't send us your menus and drinks list.” Everything was signed. In short, they didn't order my cash register and justified the delay by saying I sent the menus and drinks list late. It doesn't take two days to enter 30 wines, 8 wines by the glass, 3 menus, hot drinks, and aperitifs! I've already done it for Cashmag. When the software is well designed, it can be done in a morning!

The cash register is just a cashiering software program. To view the figures, you have to log in on a computer. Don't try using a phone, it won't work!

The sales rep sold us a payment terminal for €99.

He didn't mention the monthly bill for the payment terminal.

He didn't mention certain credit cards with a 2.5% fee. When we asked, he didn't really know.

There's a large QR code on the customer receipts. What's it for? Nothing.

When we asked what the "Well, during training, they told me it was a useless feature for now. I don't know what it's for, but we don't need it. And they didn't tell me that in training because it's complicated and useless."

But they're nice. At least they have that going for them.

My neighbor, a wine bar, works with Hiboutik. It's inexpensive and he's delighted with it!

I used to work with Cash Mag.

After two months with Dish, I don't expect anything better from them.

I'm waiting for the end of the contract.

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Reply from DISH by METRO

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