Posted 21 September 2009 - 02:11 PM
Thanks all for your suggestions and sympathies. Some good news today. I logged on this morning to see that yesterday someone had in fact reversed the charge. I'm not sure why or who did it, but I'm glad they did. Then I called someone in the vice president's office as someone had suggested in this forum to try to sort it all out. She said it was a mistake on their part and was very apologetic and promised to follow-up on my account once they receive the receivers. I also expressed concern about the DVR being in a mislabeled return kit, but she thought it would be OK.
Apparently, though, my account is a mess. She wasn't sure what receiver was missing, or which receiver I apparently own or don't -- but she was very patient with me and promised to set things straight once they had all the receivers in house. She even gave me a name, ID #, etc., to follow up. It was a nice switch from my experience with CSRs, who to be fair were polite but just not very helpful.
The experience has me wishing that though DirecTV does list all of your active receivers online, wouldn't it be nice if they included activation date, owned or leased status, any deactivated receivers and return status? And how about a "Thanks for being a customer since (DATE)" and the status of any commitment term? The more information the better.
After all (here's the kicker), while running through my account, I told her I now had three active receivers, and still had one deactivated, standard-definition receiver that had been in the garage for three years because, again, I was told they didn't want it back and never got a return kit. Well, guess what, they do want it back after all. She's sending a return kit. The morale of the story? Never let your wife throw out any of your stuff.