I never said I am never wrong, but you seem to be saying the customer is never wrong.
You will note that I never said one word about the customer never being wrong. Most of them know less than you guys do, I know that. But "we" are not "most customers". "We" usually have tried everything we know to fix the problems we have or come here to get answers that will lead to resolving our problems.
I, in fact, have admitted in this thread that I've been wrong about some aspects of NEW's relationship with DirecTV. Even so, my experiences in the TEC queue are legitimate, whether NEW handles just the PP calls or 20% of the TEC calls, or however it's doled out. In fact, the people who've pointed things out in this thread have, to me, proven that NEW is redundant, and DirecTV, in my opinion, would be better served without them, financially and in terms of customer satisfaction.
What you've done in this thread is alienate yourself as those in that ~ 5% always do. By stating what you perceive as "facts". Even your peers, who seem much more sensible than you, are correcting you.
Facts are facts: the scripts must be used. If customers got a tech and replacement with no questions asked, DirecTV would be in financial peril. It's in everyone's best interests, in my opinion, to frustrate the customer into giving up, essentially beating them into submission, paying their bill and shutting up, as it should be. Being part of that process is very pleasing.
Again, you assume your "facts" are correct while your peers correct you.
Just like everyone else, I am wrong at times. However, again, rules are rules. Just because some idiot made up the "customer is always right" nonsense doesn't make it so. The way you tell it, I should just go, "Derr...sure, Mr. Customer, I'll send a tech out free of charge just because you asked for it. No troubleshooting needed...derrr." Nope. Doesn't work that way.
I'm not suggesting you do anything. You probably can't change the way you are.