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.