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mistake during automated satisfaction call
Posted 01 August 2010 - 06:42 PM
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)
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.
Posted 01 August 2010 - 06:45 PM
I'm sure Directv can't wait to get their hands on your unit.
Directv customer since 2000
Posted 01 August 2010 - 08:51 PM
Posted 01 August 2010 - 10:53 PM
Posted 02 August 2010 - 04:59 PM
Panasonic E80 Dvd recorder
HR10-250 63 hrs w/DB8 antenna (parts )
1/2 full Sony T60 (historical value)
Posted 02 August 2010 - 05:17 PM
Yet another oxymoron!
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Posted 03 August 2010 - 12:46 PM
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%.
TWC Technician (Huntersville, Cornelius, Davidson Area)