Troubles with our cable box - during a hometown team's NBA playoff game, no less. I call my old nemesis DIRECTTV. The same DIRECTTV that missed several appointments to install additional equipment a couple of weeks ago and I ended up cancelling the order so as not to reward their bad behavior. When you blow your fifth chance, you need to expect that customers will question whether they want to continue as customers!

But a cable box that has overheated and keeps turning itself seems like a hazard, so I make the call for service. After I get through the automated system that offers me no choices that are applicable, I talk to a customer service rep who informs me that indeed this unit is known for overheating and turning itself off and I will need a new one. That will cost me $19.95 for shipping and handling and I can replace it myself. OK, I know the trick they have played - that technically I "own" that piece of equipment and if it fails then it's on my nickle, but it still really irritates me. I tell him I will have to think it over.

The next day, I feel I have little or no other choice, so I call back and get a different rep. This time the guy tells me that the computer has told him that he must charge me $19.95, but he is giving me a $10 a month credit for the next six months and three free months of STARZ. Wow, without me even asking. Now that was a surprise, a pleasant surprise. I might stick around with them for a while longer.

Gillian Parrillo
The Sacramento Executive