You immediately assume a customer is willfully doing something wrong. D*'s history in communicating isn't exactly stellar. There are still vendors who "sell" HR34s and their is zero notice about the rule.
D* allowing distributors to "sell" an unsuspecting customer an HR34 for $399 only to then not allow it to be activated, force the customer to return it or get hit with a fee seems like a great way to get the type of notice you wouldn't want from a state attorney general.
Basically the point I was trying to make but if they say "we can't activate it, return it to dealer for a refund" that is fine but once they activate it the customer is stuck. It is THEIR responsibility to NOT activate it because it is against the rule. Once they do, they should not be allowed to DEactivate it and screw the customer.
For the record, receivers sold by Solid Signal are leased and we do our best to communicate that ahead of time. To protect your privacy, our online ordering system does not ask for your DIRECTV account number, so we can't tell whether or not you already have an HR34 on your account.
I know there are those who have a second HR34 on the account but we tell our customers that only one HR34 can be active on the account. Unfortunately DIRECTV places restrictions on our ability to accept returns on receivers once you have gone through the activation process. It's not up to us.
We are happy to help any way we can.
Exactly, and since DIRECTV MUST be the one to activate it (thereby "accepting" it) I cannot see how they could suddenly DEactivate it and screw the customer for $400 by removing it.
It's a training issue, (and their training is the epitome of "trickle down," I experienced it on the training side for almost 3 years). If the CSR errors and activates it, it should remain activated. It should be THEIR responsibility to NOT activate it and tell the customer to return it for a refund to the dealer.