Has this happened to anyone else?

[rebaztec]

Call DTV this morning for my parents to hopefully get them another HD DVR. So I called DTV and talked to Thomas ([Mod Edit: Redacted phone number]) about whether I could go to Costco, buy an HD DVR and have it reimbursed with a credit on my parents account. BTW, DTV charged my parents for an HD DVR when they had their system installed even though it was supposed to be free, they have since reimbursed us for the HD DVR even though it was paid for with a credit card. Back to the story, so Thomas(X3559) says yes, that would be OK, go ahead and buy the HD DVR and we'll reimburse you.

So...off to Costco we go, buy the HR22-100 and head back. I then called DTV and spoke to Roy, he verifies that the credit will be issued and tells me to call back when the box is connected,etc...I did this before I hooked up the box, so I wouldn't get screwed by opening it...now the fun begins...I opened the box, hooked it up, got channel 100 up and running and called DTV back to activate the box. Roy had given me a new number for retention, oh here it is...[Mod Edit: Redacted phone number], anyway, I was connected to Americana, no joke, that was her name. She started with, "We can't credit you for the new rec. we don't do business that way." I said please check the notes on the account, she says let me put you on hold and "research this" Translation, let me put you on hold for 15 minutes and forget about you. So I hang up and call again...this time I get Steve on the phone, he mirrors Americana and literally starts yelling at me saying, "You expect us to give you another free box, you already have a credit on your account, what more do you want?" I explain the whole problem with the initial install, he is unimpressed, says he will research it and places me on hold. He never came back after about 10 minutes. So...I called back again, this time I spoke to Dan. He was worse than the previous two and basically just came out and said, "I'm not going to give you the credit." I spent about 90 minutes on the phone with these guys and they made me feel like I did something wrong. I was told I could buy the HD DVR and be reimbursed. They could have easily so NO! when I asked the first time. Instead, I was dragged through the mud for 90 minutes...

So...I called again and spoke to Mike, he at least was courteous and respectful. He did give us $10 a month off for 6 months. Better than nothing, but what could I do. I opened the magic box and could not take it back to Costco. I followed their directions after THEY said they would issue the credit. The fact that each of the two CSRs wrote that a credit would be issued in their notes was not a factor. The other CSRs just glossed over it. They didn't care. They knew I couldn't take the box back once it was opened. I'm really pissed how this whole thing played out.

Anyone else have any ideas on what to do next. They did activate the new box and send a recovery kit for the old rec., but man...I feel so screwed over. What it up with these guys...nice holiday spirit. "A" wholes...

[BattleZone]

Here's my question: why should your parents get a free HD-DVR when everyone else has to pay?

[Upstream]

Here's my question: why should your parents get a free HD-DVR when everyone else has to pay?

Because he called and asked and they said "yes". They could have just as easily said "no".

[curt8403]

Here's my question: why should your parents get a free HD-DVR when everyone else has to pay?

Because he called and asked and they said "yes". They could have just as easily said "no".

The master of Quackfu is onboard now.

[rebaztec]

Here's my question: why should your parents get a free HD-DVR when everyone else has to pay?

I would be happy to pay, in fact, we'll probably end up "paying", but the part you are glossing over is that DTV said, "YES!" If they had said ,"no, we can't do that for you...are you crazy, send some of that stuff you're smoking over here..." I wouldn't have purchased the box, end of story. Being a 12 year vet of DTV, I know they give credits in some cases. Why not try to get one for free, especially if they say, alledgely, "Yes, we'll reimburse you", then treat you like a criminal because they, alledgely, screwed up...

[Tom Robertson]

rebaztec,

I hope this all works out the way it should, full reimbursement, since you did ask first. And I'm sorry it didn't work out initially.

Happy Thanksgiving,
Tom

[j0hnnyv]

I have no idea why Directv would ever do that for you. It sounds like the CSR told you what you wanted to hear.

[davemayo]

Missed one phone number redaction in the OP.

[SDizzle]

I have no idea why Directv would ever do that for you. It sounds like the CSR told you what you wanted to hear.

Your assumption is incorrect. I have done this exact same thing like 3 times. Call first, ask if they will do it, have the account noted, and get an employee ID number as reference. Doing it this way serves a few purposes, it ensures you get the model number receiver you are after, you get it right now, and lastly you ensure you get a new receiver, not a refurb.

OP, I WOULD call back, say "cancel" at the voice prompt to get retention, ask for a supervisor right away before explaining again to a CSR and nicely explain your story to the supervisor. Then, also explain to them how you were treated the few times you called back after you opened the box.

[rebaztec]

I have no idea why Directv would ever do that for you. It sounds like the CSR told you what you wanted to hear.

Sounds like you are calling me a liar...are you calling me a liar? Funny thing...the DTV notes specified a credit. That's the whole point...not only did I hear what I wanted to hear, they typed it into their computers. Each of the CSRs told me that it was in the notes, they chose not to honor the agreement that they agreed to...as I said before, if DTV would have said NO!, then no harm done, the point is that they said YES!

[rebaztec]

Your assumption is incorrect. I have done this exact same thing like 3 times. Call first, ask if they will do it, have the account noted, and get an employee ID number as reference. Doing it this way serves a few purposes, it ensures you get the model number receiver you are after, you get it right now, and lastly you ensure you get a new receiver, not a refurb.

OP, I WOULD call back, say "cancel" at the voice prompt to get retention, ask for a supervisor right away before explaining again to a CSR and nicely explain your story to the supervisor. Then, also explain to them how you were treated the few times you called back after you opened the box.

Thank you for your understanding...here's the thing, it's not about the money, it's the fact that they said one thing and chose not to honor it. I'm pretty tired of dealing with DTV, probably call back next week.

[SDizzle]

Sounds like you are calling me a liar...are you calling me a liar? Funny thing...the DTV notes specified a credit. That's the whole point...not only did I hear what I wanted to hear, they typed it into their computers. Each of the CSRs told me that it was in the notes, they chose not to honor the agreement that they agreed to...as I said before, if DTV would have said NO!, then no harm done, the point is that they said YES!

He was basically saying they gave you lip service. But, he is incorrect, as they do indeed do what they told you they would!! Call D* back.

[bertman64]

Costco has a 90 day return period so you are wrong when you say you could not take it back. Once you activated it and agreed to not get reimbursed for it would be when you were past the point of no return. But Directv usually does not give 2 FREE HD DVR's so be glad you got one free anyway.

[MIAMI1683]

Call DTV this morning for my parents to hopefully get them another HD DVR. So I called DTV and talked to Thomas ([Mod Edit: Redacted phone number]) about whether I could go to Costco, buy an HD DVR and have it reimbursed with a credit on my parents account. BTW, DTV charged my parents for an HD DVR when they had their system installed even though it was supposed to be free, they have since reimbursed us for the HD DVR even though it was paid for with a credit card. Back to the story, so Thomas(X3559) says yes, that would be OK, go ahead and buy the HD DVR and we'll reimburse you.

So...off to Costco we go, buy the HR22-100 and head back. I then called DTV and spoke to Roy, he verifies that the credit will be issued and tells me to call back when the box is connected,etc...I did this before I hooked up the box, so I wouldn't get screwed by opening it...now the fun begins...I opened the box, hooked it up, got channel 100 up and running and called DTV back to activate the box. Roy had given me a new number for retention, oh here it is...[Mod Edit: Redacted phone number], anyway, I was connected to Americana, no joke, that was her name. She started with, "We can't credit you for the new rec. we don't do business that way." I said please check the notes on the account, she says let me put you on hold and "research this" Translation, let me put you on hold for 15 minutes and forget about you. So I hang up and call again...this time I get Steve on the phone, he mirrors Americana and literally starts yelling at me saying, "You expect us to give you another free box, you already have a credit on your account, what more do you want?" I explain the whole problem with the initial install, he is unimpressed, says he will research it and places me on hold. He never came back after about 10 minutes. So...I called back again, this time I spoke to Dan. He was worse than the previous two and basically just came out and said, "I'm not going to give you the credit." I spent about 90 minutes on the phone with these guys and they made me feel like I did something wrong. I was told I could buy the HD DVR and be reimbursed. They could have easily so NO! when I asked the first time. Instead, I was dragged through the mud for 90 minutes...

So...I called again and spoke to Mike, he at least was courteous and respectful. He did give us $10 a month off for 6 months. Better than nothing, but what could I do. I opened the magic box and could not take it back to Costco. I followed their directions after THEY said they would issue the credit. The fact that each of the two CSRs wrote that a credit would be issued in their notes was not a factor. The other CSRs just glossed over it. They didn't care. They knew I couldn't take the box back once it was opened. I'm really pissed how this whole thing played out.

Anyone else have any ideas on what to do next. They did activate the new box and send a recovery kit for the old rec., but man...I feel so screwed over. What it up with these guys...nice holiday spirit. "A" wholes...


I would deactivate it and return it to costco! Then keep my reciept and tell them sorry, but you didn't give me my credit! Or email the office of the president and see where you can get. I have two HR22-100's they are nice but not worth the headache of 90 minutes and no joy!

CSR's are just doing thier job. They shouldn't be rude! There's no excuse for it! Taht's what I would be pissed at!