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Damnit DirecTV (lol)

Discussion in 'DIRECTV General Discussion' started by CJTE, Jun 26, 2008.

  1. CJTE

    CJTE Hall Of Fame

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    SO...
    Appearantly DirecTV incorrectly charged me.

    I had an RCA replaced a few weeks ago. Its an owned receiver. It was replaced with an owned receiver.
    Well, there was a 'NonReturnEquipment Fee' on my account a couple days ago, and I wasnt paying attention and paid it. Then I realized my error.
    I called DirecTV yesterday, and they told me they needed my receiver back and blah blah blah, I was in a bit of a rush so I told them I would call back.
    There system maintenance goes from usually 8pm my time til 4am approx my time.
    So I call back today. I nicely explain my situation to the first rep. She told me that because the receiver was replaced with a DirecTV branded reciever, DirecTV needed it back. I insisted she was incorrect but she refused to do anything so I told her I wanted to talk to a supervisor. She informed me there was "no direct line for a supervisor so she'd have to get one from the floor" I told her that was fine. She came back a few minutes later to say that her supervisor said there was nothing they could do. I called Bull****. I told her I didnt care what the supervisor thought, I'd better talk to someone who was going to get this resolved. Be it her supervisor, the Access Card Team, or Customer Retentions. So, after much more holding, I was transferred to a "Customer Resolution Specialist". Which basically is a rep from the customer service dept thats a bit more experienced, but not quite a technical agent??
    ANYWAY, That rep too tried to tell me I had to send back my OWNED receiver. I told him to go read the policy again. He then decided to drop it and told me he'd credit my account, and if he could place me on hold. I agreed, and about 2 minutes later, the call disconnected.
    Wether he hung up, or the call was lost, I'll never know.

    So, I made sure I was calmed down, and I called back. This time I took the 'kill 'em with kindness' approach. I thought maybe last time I wasnt kind enough in the beginning, and I know towards the end of my talking with the first rep I cussed atleast 2ce. (Not directly at her, but rather, about the situation).
    Here I sit, on the line with the 3rd rep, who is 'researching'.


    This would be legitimate if my receiver was leased, under that pretense, then DirecTV collecting my receivers after replacing them I don't have a problem with. But trying to take my old outdated RCA (which, like the tivo's, they no longer collect), not gonna happen. As far as they're concerned, I threw it away already, as the Rep instructed I could do.
    I also remember the words 'target practice' coming into play.

    The "good" news is that due to this billing issue, I've also learned that one of my receivers has been set to leased, so I'll have to talk to the Access Card team or the Protection Plan and have it set back to owned.
     
  2. CJTE

    CJTE Hall Of Fame

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    And the 3rd rep has it. She's crediting me right now. Woohoo.

    EDIT:
    Hold on. She's had to place me back on hold... I cant help but kinda laugh. Whats gonna happen NEXT?
     
  3. CJTE

    CJTE Hall Of Fame

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    Appearantly DirecTV has the ability to transfer calls to supervisors now?
    You don't have to wait for the sup to come to their desk?
     
  4. CJTE

    CJTE Hall Of Fame

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    And upon further investigation, they've only post-poned the NRF charge, and they removed my grandfathered DVR service.

    But I guess its my fault for brainfarting the bill.
     
  5. SDizzle

    SDizzle Hall Of Fame

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    So they indeed did not charge the NRF?!?
     
  6. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    I think the main problem here is that 99% of these CSRs weren't around when there were owned receivers that thus they have no idea what that is and just assumed leased. Poor training.
     
  7. Justin23

    Justin23 Hall Of Fame

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    What receiver replaced the RCA owned one? Was it sent from D* or did you replace it with one you purchased from somewhere else?

    J
     
  8. CJTE

    CJTE Hall Of Fame

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    They charged it to my account. I paid it. Then appearantly they've post-poned the charge. (They've temporarily credited it, but it will eventually be re-charged to me).

    Well actually, not to get into the PP policies, but I'm being told that I needed to send back my owned receivers because they were replaced. Im waiting for more information before I get into that, and I dont want this to turn into a protection plan thread! That remark being made, I do agree with you. Ive explained the owned system to every CSR I've talked to today.

    It was replaced with a DirecTV D11, supplied by DirecTV.
     
  9. Justin23

    Justin23 Hall Of Fame

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    The one that D* sent to you is leased, not owned. More than likely there is no commitment on it, but it is a leased receiver.

    J
     
  10. cariera

    cariera Icon

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    Oct 27, 2006
    Why don't you just send back the RCA? Didn't they give you a shipping label?

    :)
     
  11. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    Actually I was just about to say, why not just send the RCA back. It's worthless to sell on eBay. Might just be easier to just send it back despite the principle of the thing.

    Good luck.
     
  12. Thaedron

    Thaedron Hall Of Fame

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    Forgive me, but why/how was the receiver replaced? And if they replaced an owned receiver with another owned receiver, why aren't they entitled to ask for the original one back?

    As don't you now have N+1 receivers?
     
  13. CJTE

    CJTE Hall Of Fame

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    Under the protection plan, or, within 30 days of activation, owned recievers are replaced with owned receivers.

    As a matter of fact, I didnt receive a return label, otherwise I wouldve called and asked why I had to return an owned receiver, lol.

    While this may be true, once again, no return label.

    The receiver was replaced because it reset ever few hours, for no appearant reason, in multiple settings. I do now have N+1 receivers, which I own.
    My issue is that, I know for a fact DirecTV does NOT collect RCA's back, just like they dont collect Hughes, Samsung, or anything else. I have a feeling if I send DirecTV my RCA, they're going to 'misplace' it and charge me, or tell me I was supposed to send something else.
     
  14. TBoneit

    TBoneit Hall Of Fame

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    You had warranty service performed and want to keep the bad one and the replacement one? Of course one of them has to go back.
     
  15. Justin23

    Justin23 Hall Of Fame

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    Where is that thread that explained the protection plan policies with owned and leased receivers...I've been trying to find it.

    J
     
  16. CJTE

    CJTE Hall Of Fame

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    Actually, no. I can keep them both, because I own them both.
    Consider the oil filter from your car, the shop is happy to dispose of it for you, however you are allowed to keep the old one because you own it.

    I dont know off the top of my head. I know TheMerg is the one who got the emal from DirecTV though?
     
  17. K4SMX

    K4SMX Hall Of Fame

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    How 'bout here.
     
  18. smiddy

    smiddy Tain't ogre til its ogre

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    Interesting, thanks for posting your goof and the subsequent experience. I hope I don't have to endure this too. I have two owned receivers and one leased.
     
  19. Thaedron

    Thaedron Hall Of Fame

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    So if you bought a new TV that stopped working after a week, you'd take it back to the store, tell them it was broke and you wanted a new one, but expect to take two TVs home with you?

    Oil filter example is nice, but that's preventative maintenance, not a warranty (or protection plan or courtesy) replacement.

    I simply don't see how anyone can expect that a "replacement" results in gaining an extra item.

    I agree that they for the most part wouldn't or don't want the defective unit back, but if they are providing a replacement, I see it as totally acceptable to ask for the defective equipment back.
     
  20. CJTE

    CJTE Hall Of Fame

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    While I understand what you're saying, if I purchased said example TV from a brick & mortar store, and that stores policy was that they dont want the old TV back, then yea, I'd keep both TVs.

    If that'd been there policy for years and then all-of-a-sudden today some sales rep told me I needed to bring the original TV in, I would definetly question it.
     

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