View Full Version : Replacemnt charges? Did you pay for S/H?
Just had one of my HR20's finally die on me yesterday. Actually the night of setting up my new Home Audio system = Bummer!
They are charging me $19 + tax for S/H - I was a little confused about this since it is a "leased" unit. So I asked to be transferred back to a CSR after my order was complete. They explained that since the whopping 90 day warranty was up, that I was responsible for S/H charges for the replacement. I expressed my dislike of the charges but just let it go...
So I'm curious of the folks here on the forum who where charged for there replacement HR20's ( this assumes it is being replaced after the 90 day warranty )
Now we'll see if an HR20-100 shows up... I don't have my hopes too high, but I have read of this happening in the last week or so.
Thanks for the input...
ChrisMinCT
04-05-07, 02:59 PM
Just had one of my HR20's finally die on me yesterday. Actually the night of setting up my new Home Audio system = Bummer!
They are charging me $19 + tax for S/H - I was a little confused about this since it is a "leased" unit. So I asked to be transferred back to a CSR after my order was complete. They explained that since the whopping 90 day warranty was up, that I was responsible for S/H charges for the replacement. I expressed my dislike of the charges but just let it go...
So I'm curious of the folks here on the forum who where charged for there replacement HR20's ( this assumes it is being replaced after the 90 day warranty )
Now we'll see if an HR20-100 shows up... I don't have my hopes too high, but I have read of this happening in the last week or so.
Thanks for the input...
They charged me $19.95 plus 6% tax for the replacement that arrived today. The CSR I spoke to pointed out that this is in the lease agreement. I looked. It is. It specifies in the lease agreement "standard shipping and handling fees." As you say, after the 90 day warranty period.
And I specifically requested a 100, didn't care about the color, and she noted that on the account (I heard her typing it). But none-the-less, a 700 refurb showed up today. Oh well. I was hoping to have one of each model for further CE testing, but such is life. I even tried that age-old sob story about all the problems I've had with the 700 - the missed recordings, the audio dropouts, the lip sync issues. I blabbered on about the issues. I was hoping that and the fact the I'm on the infamous A list might net me the 100. I'll have to work on my "woe is me" efforts, I guess.
mcbeevee
04-05-07, 03:02 PM
So I'm curious of the folks here on the forum who where charged for there replacement HR20's ( this assumes it is being replaced after the 90 day warranty )
Thanks for the input...
I tried to talk the CSR out of the S&H + tax charge when my HR20 died a few weeks ago, but no luck. I signed up for the Protection package, which eliminated the S&H charge. This way, I'm covered for future S&H charges if the replacement HR20(s) die. :rolleyes:
jayhawkfan
04-09-07, 07:06 AM
My 700 died on Saturday. Looks like the drive crashed. Told the CSR I didn't like having to pay shipping on a leased unit since they announced when i called that "You are on our A-list, one of our most valuable customers". That and a buck might get you a cup of coffee! Well, anyway, I got the shipping charged waived.
jayhawkfan
04-09-07, 07:15 AM
Just checked my account and they charged me $19.95 but did not give me the credit. I called and the CSR said that there was a not on my account stating that I asked for the credit and to give it to me only if I called back to ask for it again. Prety crappy business practice if you ask me. I guess they were hoping I wouldn't notice.
admiral39
04-09-07, 08:04 AM
Same here with the shipping charge. I think I was so shocked that they didn't even hesitate in agreeing to send me a replacement after explaining how mine died that the shipping charge didn't even phase me. Although it did throw me for a loop for a minute when I went to pay my bill last month and did a double-take at the extra $20 that was due. :grin:
cavihitts
04-09-07, 10:43 AM
Just checked my account and they charged me $19.95 but did not give me the credit. I called and the CSR said that there was a not on my account stating that I asked for the credit and to give it to me only if I called back to ask for it again. Prety crappy business practice if you ask me. I guess they were hoping I wouldn't notice.
That is crappy. They are supposed to reduce the number of calls.
Mike Huss
04-09-07, 10:56 AM
Same here - my improperly functioning HR10-250 got replaced with an HR20-700 a few months back. I paid $14.95 + tax for shipping.
primetime
04-09-07, 01:57 PM
When my 18 month old HR10-250 crashed D* replaced it with a leased HR20 for the price of shipping. I gladly took it since the HR10 was worthless at that point even though I owned it, and I would rather have a working receiver for about $20. I figured I was screwed since the HR10 was out of warranty and I owned it.
GCanada
04-09-07, 03:29 PM
When my 18 month old HR10-250 crashed D* replaced it with a leased HR20 for the price of shipping. I gladly took it since the HR10 was worthless at that point even though I owned it, and I would rather have a working receiver for about $20. I figured I was screwed since the HR10 was out of warranty and I owned it.
That happened to me also. It was out of warranty and I owned it. They still waived the shipping and handling charges.
I'm glad you guys are getting good deals on replacing your HR10-250's - but the reason for this thread (as stated in my original post) is for information concerning replacements HR20's.
Thanks...
etavares
04-09-07, 04:17 PM
Just checked my account and they charged me $19.95 but did not give me the credit. I called and the CSR said that there was a not on my account stating that I asked for the credit and to give it to me only if I called back to ask for it again. Prety crappy business practice if you ask me. I guess they were hoping I wouldn't notice.
That happened to me with the HR20 charge..I was out of contract and moving so I got the HR20 for 99.95...with a 99.95 credit.
Of course, it never showed. I called back and the agent said the same thing...and gave me and extra discount unaided since it was against their policy or something like that.
Still, it's sketchy. Rule of thumb, always keep notes, names, dates, and check your statements! I've never had an issue to finally get what we had previously agreed to, but I often have to call twice.
etavares
04-09-07, 04:19 PM
PS> i also meant to say that I was charged the S&H for the replacement. I didn't argue it, but if this box needs to be replaced, I'll talk with the agent. Best to call as soon as you see an issue, I guess.
Read your lease agreements as someone did or sign up for the prot plan and you will be happy
mtsz52784
04-09-07, 07:26 PM
i got mine a while ago (over 90 days) and i called b/c i wanted to see if i could get a black one so i told them it just wasnt turning on and they sent out a replacement without even batting an eye or mentioning any charges... but sadly still silver.
I just played a game of chicken with tech support. I called to report a dead HDMI output and the representative told me he could NOT replace my HR20 because the component video was working. He said the decision was made by his supervisor. When I asked to speak to the supervisor, I was placed on hold again for a few minutes. The rep came back on the line and said that he had arranged for a replacement unit.
They also indicated that shipping charges were covered by DirecTV. I think I was lucky that my unit was just barely inside the 90 day window. However I was not required to provide proof of this. I suppose they based everything on the activation date.
I'm on my 4th replacement HR20. :mad: I never had to pay S/H, even if the 90 day period passed. My latest replacement (due to come today or tom.) shows a charge of $19.95. You would think D* would eat the charge..esp. that I'm losing all my saved shows by getting a new box and spending the time to add the 30 or so Series Links over...and over....and over....again. :nono2:
croaker
04-12-07, 01:33 PM
I called to complain that recording anything was causing horrible freezes and spontaneous reboots. They never batted an eye, they fedexed a replacement with shipping lables for the return included.
I think the HD on mine had some bad sectors, because once I deleted a bunch of HD recordings (to get below 50%) it started working properly again. The freeze ups were accompanied by noise coming from the unit, I am assuming it was the HD. Occasionally it sounds pretty bad on start up. I got the replacement yesterday.
tucker301
04-12-07, 04:51 PM
This is disappointing news.
I had Dishnetwork for 7 years prior to switching to DirecTV in Jan.
I have not had to have my receiver replaced with D* yet, but Dish never charged me a single cent and they replaced my DVR three times over the years.
Very disappointing.
Whatever happened to the kind of Customer Service that built LL Bean?
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