Anyone have problems returning DVR to Costco?

[Gern Blanston]

My mom recently purchased a DTV HD DVR from Costco as a lease upgrade. Unfortunately, she passed away shortly after, and I need to return the DVR. DTV has turned off the service without an early cancellation fee. Costco said they'd take the return no problem, but DTV said that if I return the DVR to Costco, DTV might bill me for the full amount of the DVR since it's leased and not purchased. The DTV rep wasn't sure how Costco handles these returns, and she recommended that I return the DVR to DTV (of course, I wouldn't get the $169 refunded that way). Mom returned the original HD Receiver in a prepaid mailing box after she bought the DVR.

She was going to return the DVR anyway since the one she got was used (it had recordings of Survivor and other shows from a couple of months before her purchase date).

Any help would be appreciated.

[BattleZone]

You won't get the refund anyway if it was ever activated; the up-front lease fee is non-refundable from any retailer. You might have been able to return it if it was still unopened, but a used, activated receiver must be returned to DirecTV directly, regardless of the retailer you obtained it from.

[JLucPicard]

In today's environment, the paperwork/labeling for the new receivers is pretty clear that any returns should go to DirecTV and not the retailer.

Just curious - how the heck did Costco wind up dealing a used receiver? Was it someone else's return?

[barryb]

First off Gern, VERY sorry about the loss of your mother.

What I would do: contact Directv at 800-DIRECTV and explain your situation. I would hope that there would be some sort of bereavement policy in place.

Welcome to DBSTalk. :welcome_s

[BattleZone]

In today's environment, the paperwork/labeling for the new receivers is pretty clear that any returns should go to DirecTV and not the retailer.

Correct. There's a big sticker on the box explaining this.

Just curious - how the heck did Costco wind up dealing a used receiver? Was it someone else's return?

Probably. Costco is awesomely friendly with their return policy, but that isn't supposed to apply to activated DirecTV receivers. Unfortunately, few Costco employees understand the distinction, and will end up treating them like any other product. The irony is that this is often WORSE for the customer in the long run, because DirecTV is very precise in its requirements, and if you don't follow them, DirecTV will charge you big.

[Mertzen]

From the DirecTV Equipment Lease Addendum:

RETURN OF DIRECTV EQUIPMENT. If you cease to be DIRECTV's customer for any reason (whether voluntarily or involuntarily) or if you decide to disconnect/cancel/terminate your DVR service or HD Access fee (if you are leasing a DVR or HD Receiver, respectively), you must call DIRECTV within seven (7) days after the termination of your DIRECTV programming services, DVR service or HD Access fee, as applicable, to obtain information from DIRECTV necessary to arrange for a ground or air freight service to pick up and deliver all of your DIRECTV equipment to DIRECTV. You acknowledge that the DIRECTV equipment belongs to DIRECTV and the DIRECTV equipment, including the access card inserted into each receiver, must be returned to DIRECTV in good working order, normal wear and tear excepted. In the event that all of the DIRECTV equipment is not returned to DIRECTV within thirty (30) days of the termination of your DIRECTV programming services or is damaged when it is returned to DIRECTV, you agree to pay DIRECTV the sum of $55 per each DIRECTV standard receiver; $200 for each DIRECTV DVR Receiver; $240 for each DIRECTV HD Receiver; or $470 for each DIRECTV HD DVR Receiver that is not returned to DIRECTV or that is damaged when it is returned to DIRECTV as compensation for a portion of the expenses incurred by DIRECTV in establishing your account and providing you the DIRECTV equipment for your use. Visit DIRECTV.com or call 1-800-531-5000 for details.

[Gern Blanston]

In today's environment, the paperwork/labeling for the new receivers is pretty clear that any returns should go to DirecTV and not the retailer.

Just curious - how the heck did Costco wind up dealing a used receiver? Was it someone else's return?

Hmmm. The Costco manager said they'd refund it even though it was activated.

The box was open, and the Costco guy told Mom that a customer wanted to look inside the box, but decided against the purchase. It was the only unit that they had.

I wonder if I can just have it transferred to my account and use it in a second room?

[Mertzen]

Hmmm. The Costco manager said they'd refund it even though it was activated.

He was wrong.



I wonder if I can just have it transferred to my account and use it in a second room?
You can try but I doubt it will work since the account is already closed.

[Yoda-DBSguy]

In today's environment, the paperwork/labeling for the new receivers is pretty clear that any returns should go to DirecTV and not the retailer.

Just curious - how the heck did Costco wind up dealing a used receiver? Was it someone else's return?

I doubt it was a used receiver to begin with.

I know the OP stated that it had some shows on it (most liekly was showcase autodownloaded content and not a prior customers recordings); however if Costco really did resell him one they took back from another customer; DirecTV would NOT have activated a previosly subribed card from anothers account. She would have has to been mailed a new access card in order to activate.

If it was a refurb in stead of a new receiver; it would NOT have come in a retail box; nor been sold at Costco for that matter.

At any rate if the OP said that Costco already stated they would take it back as a return, then do just that. Return it, get the refund; BUT SAVE THE ORIGIONAL RECEIPT AS WELL AS THE REFUND RECEIPT!!! If need be, and DirecTV charges for non retn of equipment; that is all that will be needed to reverse the charge on their behalf as well as possibly the Death certificate to get out of any contarct remaining.

Again sorry for your loss....

[Mertzen]

Return it, get the refund; BUT SAVE THE ORIGIONAL RECEIPT AS WELL AS THE REFUND RECEIPT!!! If need be, and DirecTV charges for non retn of equipment; that is all that will be needed to reverse the charge on their behalf

I really wouldn't bet on that.

[Gern Blanston]

Thanks for the condolences: I do appreciate it.

I assumed it was used since it already had Survivor Gabon, the Today show, and some others from December 08 (she purchased it in February 09). Anyway, it was the retail box, opened, card was inserted, batteries were in the remote, cords weren't tied, etc. Maybe they hooked it up in the store, I don't know.

I'll just return it to D* and chock it up to a lesson learned. I'm glad that I asked here before I took it back to Costco, though. Whew!

Thanks to everyone!

[Mertzen]

I assumed it was used since it already had Survivor Gabon, the Today show, and some others from December 08 (she purchased it in February 09). Anyway, it was the retail box, opened, card was inserted, batteries were in the remote, cords weren't tied, etc. Maybe they hooked it up in the store, I don't know.

Very very odd. And they activated it without a hitch?? :confused:

[boba]

Very very odd. And they activated it without a hitch?? :confused:Between November and Feb Costco could have replaced the access card.:)

[Gern Blanston]

Between November and Feb Costco could have replaced the access card.:)

Interesting. Yep, they activated it no questions asked. I'm the one who hooked it up and called to activate it. Those people at the kiosk aren't actually Costco employees if I remember correctly.

[Greg Alsobrook]

Let me also add my condolences.

I think you're making the right call by returning it to DIRECTV. While it would be nice to get the $169 refunded, it's not really worth it if you end up owing $470.

And also... :welcome_s to DBSTalk!!

[Gern Blanston]

Thanks for the condolences and the welcome, Greg!

The second DTV rep that I spoke with yesterday said that I could transfer the DVR to my account for a $20 fee. Odd, but the first rep said that he's "not supposed to do that", but he'd transfer the DVR to my account, too. I could use a second DVR for my other TV anyway. :) I hope that by doing this that I don't violate some obscure clause that causes them to assess the early termination fee on her account.

[Whiskey River]

What would they charge if I paid $299.00 for a HDDVR 20-700 I bought it back in Sept-Oct of 2006 from best Buy. It still shows up as a Lease Unit, is that forever ?? If returned today, I read above that the cost was $470, but I paid more than the todays going price. can you say sucker. I thought there was a 2 year comittment on and added receiver, so have I accomplished the comittment ? If I dropped service they would want back the unit ? Or after 2 years do you own it ?

So again is a leased receiver leased forever ? or do you own it at some point ?

[BattleZone]

A leased receiver is a leased receiver forever. The up-front lease fee is non-refundable. If you cancel your service, you will be sent boxes and pre-paid labels to send the receiver back, and if you don't do that quickly, you'll be charged for the receiver.

$299 was the standard up-front lease fee for the HR20 for about the first 9 months after it was released.

If you think you got ripped off, you're mistaken. Compare what you paid to the $999 folks were paying for their owned HR10-250s about 18 months before you got your HR20. And that was for a receiver that didn't support MPEG4.

There is little benefit to owning a receiver anyway. Without a subscription, the receiver is virtually useless.

[JLucPicard]

Whiskey River,

Welcome to DBSTalk! :welcome_s

When you picked up your DVR in 2006, a two-year commitment was triggered when you activated it. If you have not activated any more equipment since then, you are no longer bound by a Programming Commitment and if you cancelled service now, you should not be charged an Early Termination Fee.

The DVR does still belong to DirecTV and you are leasing it. If you do cancel service, you would need to return your receiver(s) and DirecTV should send you a "return kit" - an empty box with a pre-paid FedEx label. If you DON'T return a leased receiver, that's when you would be subject to a Non-Return fee of $470. (There is actually a Non-Return fee on each receiver you have that is leased that you don't return when you cancel service - even if your programming commitment period is completed).

[SDizzle]

Thanks for the condolences and the welcome, Greg!

The second DTV rep that I spoke with yesterday said that I could transfer the DVR to my account for a $20 fee. Odd, but the first rep said that he's "not supposed to do that", but he'd transfer the DVR to my account, too. I could use a second DVR for my other TV anyway. :) I hope that by doing this that I don't violate some obscure clause that causes them to assess the early termination fee on her account.

If the HR21 is activated on your account, then no, there will be no trigger for a non returned fee of $470 to be assessed to her account (just make sure they haven't sent out a return box and label for it, or if they have, they need to cancel the request). This is a good move by you to take this deal, that way you don't just give them back a perfectly fine HDDVR that $169 has already been paid on. I'm sure the $20 is for a new access card....?

[Gern Blanston]

If the HR21 is activated on your account, then no, there will be no trigger for a non returned fee of $470 to be assessed to her account (just make sure they haven't sent out a return box and label for it, or if they have, they need to cancel the request). This is a good move by you to take this deal, that way you don't just give them back a perfectly fine HDDVR that $169 has already been paid on. I'm sure the $20 is for a new access card....?

I'll clarify the $20 fee tomorrow when I call again and make sure that they don't send a return box. I'm going to have my account and her account up on my PC, so I can see what changes they're making (I heard that the updates happen quickly) while I'm on the phone.

Much great info and help here. Thanks to everyone!

[SDizzle]

I'll clarify the $20 fee tomorrow when I call again and make sure that they don't send a return box. I'm going to have my account and her account up on my PC, so I can see what changes they're making (I heard that the updates happen quickly) while I'm on the phone.

Much great info and help here. Thanks to everyone!

The changes do appear quickly, just keep refreshing.

[JLucPicard]

The only $20 fee that makes sense to me is if they require a new access card. Strange (or maybe not?) that they wouldn't just state it that way.

[Maui]

Directv can not hold YOU responsible for your mother's contract. Costco might reject the DVR because you're not the original purchaser.

[Gern Blanston]

Directv can not hold YOU responsible for your mother's contract. Costco might reject the DVR because you're not the original purchaser.

But they can hold her estate responsible, and as sole beneficiary and executor, by extension, me. At least her estate will have to pay the charges. Or am I wrong?

[djrobx]

I would definitely take them up on their offer to let you activate it on your account. They normally do not allow leased equipment to be moved to another account once activated.

[randyk47]

You're correct. It is a legitimate charge against her estate. Went through this with my mother-in-law who was living with my sister-in-law when she passed away. Since mom's estate was going to pay for mom's DirecTV charges one way or the other it was easier to convert the account over to my sister-in-law. Have to say DirecTV was nice about it though, under the circumstances they handled it very well. So well that 4 years later my SIL is still a DirecTV customer.

[Whiskey River]

Whiskey River,

Welcome to DBSTalk! :welcome_s

When you picked up your DVR in 2006, a two-year commitment was triggered when you activated it. If you have not activated any more equipment since then, you are no longer bound by a Programming Commitment and if you cancelled service now, you should not be charged an Early Termination Fee.

The DVR does still belong to DirecTV and you are leasing it. If you do cancel service, you would need to return your receiver(s) and DirecTV should send you a "return kit" - an empty box with a pre-paid FedEx label. If you DON'T return a leased receiver, that's when you would be subject to a Non-Return fee of $470. (There is actually a Non-Return fee on each receiver you have that is leased that you don't return when you cancel service - even if your programming commitment period is completed).


Well I called the access card dept. And after half an hour they agreed to change the receiver to owned, at first they wont budge at ALL!, but I told them how cool THIS website is and that It had all the information needed to change the HDD in the unit, then the guy was totally in my favor, and said yes THIS was a great website HA. and I guess he knew I was going to keep the unit on my account, but I wanted to upgrade the storage cap. Actually the 300GB seagate must have been slowly dying as It probably had many bad sectors that were relocated to spares, my recording would studder and you could hear the drive step all over the place instead of a smooth access pattern. I used a retail box Hitachi 2TB 7200RPM HD32000 IDK/7K drive. and used gparted to transfer all my settings/recordings. THANKS DBSTALK !