It's not that you expect anything yourself, but that you "expect" the so called professional company to make amends and show good customer service to keep you as a customer. If not, they lose business, which DTV almost did in this case. If they keep doing similar things with all potential customers, they won't be in business too much longer. This is the point I believe that's trying to be made. Sure, if it were in a restaurant the manager can come over and personally apologize, which to me holds a lot of weight and I wouldn't then feel as though I would need anything free, but in this instance DirecTV can't really do that, so the way that THEY THEMSELVES have established to make up for poor performance is to indeed offer "FREE STUFF".
That's my 2/100ths of a dollar anyway.
Edited by harperhometheater, 24 April 2013 - 05:17 PM.