The only companies I know that have a system like this are companies that charge for support, Apple, Microsoft, Cisco just to name a couple. With those products you pay for support which helps maintain this.
The nature of changes that happen in a day would make this a logisitical nightmare besides the fact that it's completely un necessary. Shipping costs money and allowing people to just request something would end up being a huge overhead increase because people change their minds all the time. Some people get upset that it takes a week to get a recovery kit shipped but how many times have people changed their mind and called in a week to get that receiver reactivated. However once the lables are paid for that's a cost.
What you suggest is just a huge cost increase with very little benefit. How many people would look I bet less than 10000 people would really care and I'm betting out of those 10000 people most would just be looking at it because they want to justify why they think they're getting screwed.
Look at the discussion over something as simple as "do not return" is. This isn't rocket science you just don't trust the company. If you don't then don't do business with them. I've canceled accounts and gone to places because I didn't trust the company anymore.
Bottom line it's not worth it for the little impact it would have and individual consumer's as a majority refuse to pay additional for customer support.
We'll have to agree to disagree.
What I suggest is not added effort on the part of DirecTV.
Changes to policy are going to be internally documented in some form regardless... I'm recommending that they do it just once, and make it available for everyone, so that their CSR's as well as the customers are literally
are on the same page.
As for customers changing their minds, this is independent of ordering a return kit.
DirecTV is already sending these out, and people are changing their minds... I assume that DirecTV accounts for the $6 monthly additional receiver fee put back on compensates the cost of shipping materials... if not, DirecTV could spell out in the "online policy" that a recovery kit is sent out for each receiver once at no cost to the customer, meaning they hold onto it until they do return the receiver or pay to send out an additional kit if one is requested at that later date... I don't believe DirecTV would.
I don't know about the "nature of changes that happen in a day", but this is an argument for adopting a better system, not maintaining the present one... if they're as extensive as you suggest, I'm not surprised that the CSR's cannot locate and provide consistent information.
I don't know how many people would look at the site, and what would individually motivate each of them. I would like to think that they would search the site to get answers, much as they do with DBSTalk, but would be assured that it was the definitive source regarding DirecTV policy, because DirecTV would say that it was.
As for whether "I just don't trust the company"... if you mean that I am not certain that the information I receive from a phone CSR is 100% reliable and accurate, then you are correct. I do not believe that the wrong information is the result of willful deceit, rather I believe that it is confusion over policy changes and where to get the latest information. This is my impression of not only DirecTV, but virtually every company I deal/dealt with... just an aspect of doing business and never a source of consternation because I have planned risks/contingencies so I've never experienced any major (or minor) consequences. If you meant something else, you're not qualified to make any conclusions regarding me.
There is no additional cost for customer support, beyond what DirecTV already supports, and the system improvement may lessen/reduce policy related call support. I believe that a system change would help, not burden DirecTV, as well as its customers.