Because more accurate diagnosis over the phone leads to faster resolution. If the people who help us troubleshoot our equipment (tech support) had a better knowledge base it would save time and money. If the folks who repair and service our equipment had accurate information before arriving it would save them time and money, and if enthusiasts like myself could get accurate information we wouldn't need to call so much. If DTV saves time and money they can use those resources to streamline their process and fix the problems they have with quality of equipment and service instead of applying constant bandaids. It wouldn't cost a penny and everyone benefits. That's just good business right?
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