The LA Times details a very insensitive account by
a DirecTV's customer service representative in handling the
return of their receivers after a devastating fire destroyed their
customer's home. Uncharacteristically for DirecTV, who are a fairly well
regarded service company, they mishandled this situation badly; not only
the rep but their supervisor. In serving customers , we are often times
remembered for the least best thing we do, and this is a classic example of
that.