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Customer Service - they just can't quite get it right
Posted 05 November 2008 - 09:23 AM
I called DirecTV. I told the CSR the problem, and she agreed to send me a new remote. I was very careful to tell them that it was an RF remote, including giving the model number. I asked twice if it would be exactly the remote.
Later in the day I checked the online site. It showed an order for a "Universal Remote". This is different from a "Universal RF Remote".
So I called back to ask them to ship the correct remote. The 2nd csr said that he'd cancel the first remote, and send me the right one. Since there was already a $15+tax credit on the account for the first remote, he'd give me a $10+tax credit to equal the $25+tax price of the RF remote. The credit was done because my remote was still under warranty.
Today on the DirecTV website I have:
1. An order for the non-RF remote in "Routing" status.
2. An order for the RF remote in "Processing" status.
3. A charge for both.
4. Two credits totalling $25+tax.
I suspect that I'll get two remotes in the Fedex, and have to fight about returning one. Then I'll have to fight about the credits and charges.
Why can't they just do it right the first time?
Posted 05 November 2008 - 11:02 AM
Might be easier than trying to return it.
Subscriber since Oct. 1996
HR21-700, HR22-100, H24-100 (SWM)
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Posted 06 November 2008 - 10:27 AM
I called and DirecTV is crediting me for the 2nd remote as well. I get to keep both.
I figure they lost about $29 on this - $10 for the RC64 sent by mistake, $5 each for 2 CSR phone calls, $3 for warehouse handling of 2nd order, and about $6 for shipping.