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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

    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

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

    bubbagscotch AllStar

    Oct 31, 2009
    he got fired
  4. prospect60

    prospect60 Legend

    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

    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

    Apr 23, 2002
    "automated satisfaction call"

    Yet another oxymoron! :lol:
  7. Manctech

    Manctech Icon

    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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