I've been a Direct TV customer for 10 years and our box died. The CSR was courteous and helpful as we went through the troubleshooting steps..."yes, it's plugged in..." etc... After the determination that the box was indeed "dead" he said they would Fed-Ex out a new one for only $20 shipping! What?! Their box, their service... And I have to pay shipping?! I was offered 3 months of Showtime for "free" to compensate. I refused that and suggested that I would pursue other avenues and the CSR didn't seem bothered at all to lose a long-time customer over $20. Unbelievable!
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