Direct TV Customers Reception Problem

Hi. My name is Laura H. and I happen to be one of those friendly voices on the other end of the line when you call your Direct TV provider. As a customer service phone rep, I have had some pretty interesting conversations. For the most part, the majority of the calls I field are related to satellite TV reception issues, troubles with the receiver box, or programming a remote. In some of those cases, the situation surrounding the problem can be very entertaining!

Take this incident for example. Not long ago I received a call from a customer by the name of Mary Sue. She was frantic! Her satellite reception was awful! She claimed that everything was one big blur! I immediately instructed her to check her receiver to make sure it was connected correctly and then I asked her to unplug it for ten seconds and then replace the plug. Once that was done and she maintained that it was still blurry and she was missing her favorite daytime drama, I went on to the second precaution on the checklist, which was to go outside and check her satellite dish on her roof. For good satellite TV reception, you have to have good dish placement. If there is anything obstructing it, like a tree or another house, the reception will not be clear. She stepped outside and looked and it was just fine! No trees or houses in her way. She began to panic again. Her show had started fifteen minutes ago and she was missing the big wedding episode! I told her to be calm; that we would fix this.

After I verified that there were no problems on our end I asked her to retrieve her manual so I could further assist her. When she found the manual she asked me to wait so she could get her glasses. Just a second later, I heard an “oh”. Speaking meekly, she said “Never mind, everything’s ok now”.

Apparently, it was Mary Sue’s reception that was blurry and not the satellite TV!

(This Articles is Under Copyright Protection. You May Not Republish Without Written Consent.)