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Customer Support
Business Development
Employment
Press Contacts
Headquarters
Corporate Fax
Customer Support:
| Customer Service and Technical Support: |
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Phone: 254-299-2705 for all ReplayTV set top box issues
Phone: 254-224-0240 for all PC Edition issues |
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Fax: (972) 559-3698 |
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Online Technical Support: Many
of our customer's issues are documented in our easy to use Knowledge
Base and FAQs.
Please note: ReplayTV does not provide support via email. |
Customer Support Facts
- US based support provider
- Average agent experience of 2+ years in customer service
- Average agent education at AA or BS level from one of the top technical
schools in the US
- Handled over 255,000 customer contacts in '04 so far, 65 per week
are pre-sales questions
- Average handle time for each call is under 14 minutes
- 80% of all issues resolved on the first call
- 95% of all calls are answered in less than 2 minutes
- Less than 5% of the issues are escalated and 99% of those are
resolved in the same day
Customer Testimonials
"I am a trainer for a large ISP in the New York Metropolitan area.
I spend a good portion of my day listening and evaluating my techs' phone
performance. I wish I had more techs as efficient, knowledgeable, and
friendly as your customer care agent! She was a joy to talk to and deserves
a bonus!"
"I would like to commend the service I received from your customer
care agent. He has helped me on a long-standing issue (case 517878) over
the past day and has been knowledgeable, professional and very responsive.
I literally was about to cancel my subscription and send my unit back
to the seller before he helped me out."
"I don't normally write letters, or emails, but I feel that it is
very important for you to know how effective your customer care agent
was at calming down an irate and very dissatisfied customer. He was patient
and listened attentively while I angrily recounted what I had been through.
He was neither defensive nor challenging, which gradually put me at ease
and made me feel much better about ReplayTV. I was very angry when I called,
and by the time I hung up the phone, I was so glad I hadn't posted that
review on epinions.com."
"I am so happy that this issue is finally behind us. Thank you for
having the brilliance to employ great customer care agents. I am once
again raving about my wonderful ReplayTV to all my friends. I rave about
it to strangers, too! There was a time when I wondered if I would ever
be happy with ReplayTV again, but thanks to your customer care agent,
I am very happy with ReplayTV."
"I don't usually speak up when someone helps me, but this was so
outstanding, I wanted to talk to you before I hung up the phone! Your
customer care agent was so knowledgeable, helpful and patient, he helped
me solve an intermittent issue that I was sure would never be fixed. Thanks
again!"
"I asked your customer care agent to let me speak to his supervisor
because I wanted to tell you how great he was in helping me solve this
issue. I was very impressed with his knowledge and caring demeanor in
handling this issue. Not only will I keep buying ReplayTV products, but
I'll tell all of my friends too!"
ReplayTV Business Development
ReplayTV welcomes strategic partnership opportunities. Please contact us at busdev@replaytv.com.
Employment
To find out more about DNNA's employment opportunities, click here.
Headquarters
Digital Networks North America (DNNA)
20400 Stevens Creek Blvd. Suite # 100
Cupertino, CA 95014
Corporate Fax: 973-215-2387
Still need help getting a resolution to your issue after trying our Knowledge Base and contacting Customer Care? Click
here
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