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15,654 Posts
I have read these types of post before and I was perhaps a little skeptical. But tonight it happened to me. I received a call to check to see that my DVR was receiving signals ok since it seems they received a report that my HR20-700 wasn't doing to well. I explained I test these puppies all the time, being an avid participant in the Cutting Edge and have done multiple field trials. The lady was very pleasant and seemed very concerned that I may be having problems. So I walked her through the satellite signals I was receiving going through all the satellites and the individual tuners (most everything was in the mid-high 90's, except spotbeams on 99). I also went through my SWM setup with her. She acknowledge all seems well and that if I did get any problems to contact them for a free service call. We exchanged pleasantries and ended the call.
I like this approach to proactive customer service. The only other instance of this I can consider close is my OnStar which recognizes when I need service on my vehicles...which is automated, and nobody calls me. This was an actual person ready and willing to help me fix a potential problem without my initiation of it. This is good stuff!
BTW, I am well past my two year commitment and I didn't intend to go anywhere else, but things like this solidify my loyalty to what I surmount to be an awesome service which I and my family thoroughly enjoy! Good job DirecTV!
I like this approach to proactive customer service. The only other instance of this I can consider close is my OnStar which recognizes when I need service on my vehicles...which is automated, and nobody calls me. This was an actual person ready and willing to help me fix a potential problem without my initiation of it. This is good stuff!
BTW, I am well past my two year commitment and I didn't intend to go anywhere else, but things like this solidify my loyalty to what I surmount to be an awesome service which I and my family thoroughly enjoy! Good job DirecTV!