Take a look the right. You'll see that there's no counter anymore on the DirecTV side. Why, you all ask? That is curiouser and curiouser...devotees of Alice In Wonderland might think, lifting their eyebrows.
It's gone because I had what turned out to be a very pleasant and productive chat with the new Senior Vice President (3 weeks on the job) of DirecTV Customer Care, Ellen Filipiak about not just what I saw as my gripes with DirecTV but what I saw as their CRM issues - all those outlined in prior posts. She was candid and because she is THAT new and I admired her candid responses and her charm too, that I won't repeat what she told me. But I will mention what we've worked out.
Ms. Filipiak has agreed that she will post the status of the DirecTV transition from anti-customer (in fairness, my term, not hers) to customer-centric on this blog every two months starting with a post on June 1.
I believe her and with that, down comes the counter.
The calendar for her comments will be:
June 1, 2007
August 1, 2007
October 1, 2007
December 1, 2007
I think that she's a good person and was honest and forthright with me. So let's cut her some slack, give her some time and hope that we get the authentic picture from her on what's going on with DirecTV.
Industry watchers and DirecTV customers take note.
I know I'll be watching more than just TV here.