psweig· Hall Of Fame
I don't know if anyone realizes what a difference it makes when the company "owns up". Even though the reality remains the same, the attitude of the victims becomes kinder and gentler. :grin:wbmccarty said:I don't disagree. But, DirecTV has taken the contrary position. That, rather than the technical problems themselves, is actually my point in the (relatively mild) invective I've sometimes directed toward DirecTV and its policies.
I think that it was shortly after I first expressed this opinion, and was roundly thunked upside the head by some for heaping so much undeserved abuse on the nice folks at DirecTV, that I drastically cut back on my participation in this forum. The prevailing mood at the time was that we needed to be really kind and understanding so that DirecTV would enjoy reading this forum and be really nice to us in return for our patience and grace. :eek2:
I personally don't think that's a very practical model of customer behavior except in contexts in which the company owns up to problems and makes diligent efforts to do right by its customers. I don't believe that DirecTV has done right by me. :nono2: Others are entitled to their opinions, of course.
Frankly, actions such as lawsuits don't seem to me to be much, if any, less practical than infinite grace. And, in the face of such smug invulnerability, aggressive action would be much more satisfying at an emotional level. I'd put $100 in the hat just to make the point that companies can't always get entirely away with stonewalling valid customer complaints. DirecTV might not lose the case but they'd sure as shootin' have to defend against it and we'd surely see it on the evening TV news. The prospects for moral victory are moderately high.