From their website; "At DIRECTV, we're committed to bringing you the...best customer service."
Last month I called DirecTV (our satellite provider,) in response to daily, pre-recorded messages on my machine to call them. I asked the friendly guy who answered the phone what they wanted. After looking at my account, he said they just wanted to let me know that I was getting a free month's service! He alluded vaguely to the economic recession & the upcoming holiday season as the reason for DirecTV's sudden & completely uncharacteristic generosity.
Considering that I didn't just fall off the turnip truck, I requested proof in writing. He assured me that he have something sent out & that my next bill would show a $0 balance.
Of course, my next bill was for the usual $60ish. I called back to report the CSR's blatant fraud. My account showed that, on the date in question, a "duplicate bill" had been requested (probably in response to my request for proof "in writing.") This CSR was very understanding & apologetic & I maintained a calm & professional demeanor. I requested that the issue be forwarded to their superiors & I've never heard about it again.
If you're considering DirecTV, consider how they treat long-term customers who always pay on time. If you get satellite TV from Dish Network or any other providers, please let me know what you think of them. On the other hand, I lived (very happily) without TV for 9 years in the past...
Feel free to share your stories of "customer service," good OR bad.
(Update, 12/28/09; After further contact with DirecTV about the issue--ME contacting THEM & not allowing them to just fluff me off--I was given 3 free months of Showtime, a $15 "value." Considering there's very little on Showtime worth watching, I'm not very pleased & I continue researching other TV providers.)