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mistake during automated satisfaction call

Discussion in 'DIRECTV General Discussion' started by Cyberclaw77, Aug 1, 2010.

  1. Cyberclaw77

    Cyberclaw77 Cool Member

    25
    0
    Aug 1, 2010
    This afternoon a technician came by to realign my dish. He did an excellent job and was very professional.

    A few hours later I received an automated call from DirecTV, wanting to know if I was satisfied with the service. The problem came with the final question:

    "On a scale of 1 to 10, how would you rate the level of service and professionalism of the technician? Enter your answer and hit the pound key."

    I entered 10, but then accidentally hit the * key instead of #. Realizing my error, I hit #, and received this message:

    "We at DirecTV value your satisfaction. Would you like to be transferred to a customer service representative to resolve your issues?" (this isn't a direct quote, of course):confused:

    I was a little surprised by this response, and wasn't sure what it meant. So I instinctively declined. Almost immediately I began to wonder... did the system interpret my mistake as being a "1"? If so, I don't want an excellent tech to receive a negative mark.

    Hoping to resolve this I called DirecTV and spoke with a CSR. I told him what my concern was. He made a note in the system that the tech did an excellent job and was very professional. He noted that a mistake may have been made during the automated call.

    Would you recommend further action? I would hate to see this tech get a negative mark because of my error.

    Thanks in advance.
     
  2. spartanstew

    spartanstew Dry as a bone

    12,561
    61
    Nov 16, 2005
    Wylie, Texas
    Too late, he's already been terminated.
     
  3. bubbagscotch

    bubbagscotch AllStar

    52
    0
    Oct 31, 2009
    he got fired
     
  4. prospect60

    prospect60 Legend

    188
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    Aug 26, 2006
    If you have his name and who he works for, call the employer directly or better yet call and write a short note of appreciation -- amazing how useful a handwritten note can be for the ego and at job performance reviews (particularly after a Bad Day at Black Rock)
     
  5. newsposter

    newsposter Hall Of Fame

    1,429
    1
    Nov 12, 2003
    i did the same thing , kinda, i think i hit 1 but the zero didnt work and i pressed pound then he probably got a one rating. i think they need to change this to 9 being the top score to be honest...i bet a lot of people do this :)
     
  6. Nick

    Nick Retired, part-time PITA DBSTalk Club

    21,812
    180
    Apr 23, 2002
    The...
    "automated satisfaction call"

    Yet another oxymoron! :lol:
     
  7. Manctech

    Manctech Icon

    542
    0
    Jul 5, 2010
    Those automated surveys are crap anyways.

    I've never dropped below 90% and I was without a badge for a month waiting on a replacement.

    The ID question counts for 2 points so I should have had a steady 80%.
     

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