Customer-Nominated Great Jobs

WEEK OF 9/7/14

I wanted to take a minute to let you know what a great job both Newton and DIRECTV did correcting the unexpected “771 searching for satellite” issue I experienced this past Thursday night—on the eve of the NFL regular season! At first, I was concerned that with only one business day before Sunday’s NFL kickoff, DIRECTV would be unable to schedule a technician until the following week, meaning I would miss my team’s first game; but to DIRECTV’s credit, they scheduled an appointment for Saturday morning. To my relief, DIRECTV sent their best technician: Newton. Newton arrived before the scheduled window and quickly determined what was causing my “771” issue. He effortlessly repositioned the dish, ran a new cable (such that it was not visible), installed the new Genie DVR and client, and configured all the equipment, including the remotes. Before completing the service, Newton explained many of the nuances of the Genie DVR and client. Although I was concerned there would be challenges repositioning the dish for clear line of sight, Newton skillfully found the best location and routed the new cable expertly—and avoided drilling any holes in my home!

I have been a cable and satellite customer for at least 25 years, and Newton is by far the best technician I have encountered. He was prompt, professional, and most importantly, knew exactly what he was doing.

Thank you,

Karl King

On September ll, Exede customer, Kaye Willis, in Sikes, Louisiana was having trouble with her install being rescheduled multiple times. Veronica worked with her by contacting the AP supervisor to make sure that the customer was not only scheduled, but that her job was completed. Ms. Willis stated that she felt that Veronica had gone above and beyond to take care of her. Ms. Willis feels that, if not for Veronica, she would not have been taken care of, and that Veronica is a great example of what customer service is supposed to be.

I was very pleased with the effort your technician put into getting my appointment taken care of today. I’ve had to reschedule twice, due to other techs not able to make it. Stephen arrived later in the afternoon, and he stayed late to make sure everything was installed and working properly. I especially appreciated the time he spent to educate me about all the features the Genie could do. He even went beyond doing a good job on my install, but he even convinced my neighbor to switch to DIRECTV using a referral card with my account number. I am very pleased with my switch from Comcast to DIRECTV on the quality and technician. I was unsatisfied with the ability to have my appointments met. I have high hopes for excellent quality TV from what I was shown by your technician. Thanks.

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