Some are set up for speed and others because the issue is fixed via inputs from the remote and does not require the need for a svc to do the same thing. Unfortunately the game is to get off the phone to get to the next person in line. This is a Industry wide practice. It cost money to keep someone on the line and the scripts are mostly now built around that. IF script fails to fix it will tell you to set up a service call, or replacement box. The trend is make the customer feel good and loved and to remind them why they picked directv. Then it goes to script so that way if it fails your not as upset at the pending outcome.
I hate to say it but when i started we were winning awards from JDPower, but after some people who get paid to think with out seeing what is going on, and only going by numbers on paper that can easily be manipulated. After a while we stopped getting those awards then had to pride our selfs for being in the top 3 with acsi, a freaking kick in the balls is what it was.
