Do I have a chance to get it back?

[sabarrett]

When I ordered my service on Jan 26, the CSR stated I was going to get the DVR, the dish and the install, basically free - only pay the tax and $19.95 'delivery'. I just got my bill and I was charged $199 for the DVR, not no charge, as was roiginally stated. Any guess if I would have a chance at getting that back? I really don't watch that much TV and can't justify the cost of $199 for something that, althouh I really like, probably won't get a ton of use out of.

Thanks for any input. As I said, they stated (and I explicitly asked) that the DVR was no charge. I have not called D* yet, just waiting any input.

Scott

[jdspencer]

Did you get the HD DVR? I suspect that the CSR was quoting you the SD DVR etc for that price.

[Crimson]

I'd call them, but the last time I did it they said there would be a charge and then a credit a few days later. So its possible its still going to be right but you might want to follow up.

[SatRick]

Not sure if they still have it, but there use to be a 72Hr return/cancellation policy
Maybe use that againt them:D

[sabarrett]

Yes, I do have the HR22. On the phone, I specifically asked about there being no charge for the DVR. I asked that there was no charge for either the standard or the HD unit and her answer was no, not for either. Obviously, I took the opportunity, but I did ask multiple times and in different ways, verifying that it was the DVR that was free. Each time, it came out the same way.

IIRC, they state that the calls are recorded for quality. I wonder if they really are? Overall, sounds like I should call, as so far it is positive here. It may be a fight, but hopefully they will take the charge away. I don't really want more channels I don't watch (I really don't watch much tv, but HD and the dvr make what I do watch more conveninent) but doing the math, 12 months of DVR/HD is about the same. Maybe I can offer that as an acceptable offer. If they don't play nice, I guess I can just enter a dispute on my credit card. The way I look at it, I have the name and date of the original order. They told me either DVR was a no charge upgrade. They did not deliver on their commitment.

Scott

[JLucPicard]

If you are registered at directv.com, you could e-mail them via the "contact us" link, consisely state what happened and what the CSR promised you and that you don't see the offsetting credit posted to your account.

State the date and time you called and the name/badge number of the CSR if you have it and ask if they can review the recording.

By the way, don't be surprised if the first e-mail response you get doesn't seem like anything more than a canned response. If that's the case, send a follow-up e-mail restating what you are asking them to do.

In future calls, it doesn't hurt to ask for the CSRs name and badge number at the start of the phone call. So far, I've only had to use that information to send a "thank you, the call went well" feedback e-mails, but it can't hurt to cover your bases.

[sabarrett]

I just got off the phone with Directv and things went well. I was sorta expecting a fight, as it seems like I have been having trouble with this sort of thing lately. However, this was a non-issue. I got the credit back easily, as it was noted in my account. I had the option of having it credited to my account, but as its late in my billing cycle, it would not have shown up on my statement till next month anyway. I just now have a 199 positive balance. I guess I will just get a few months free basically.

Thanks for the input.

Scott

[JLucPicard]

Great to hear that they took care of things for you! Woot!!!

[JosephB]

The current deal for new customers is for a free advanced receiver. Looks like you just didn't get credited for it when you should have, which is why it was so easy to get it taken care of when you called back :)

[joshjr]

Not sure if they still have it, but there use to be a 72Hr return/cancellation policy
Maybe use that againt them:D

When I signed up in August they said it was 24 hours after install is all the time you had to change your mind.