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DVR died. I don't want to pay $20 for shipping. What to do?


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101 replies to this topic

#51 ONLINE   dpeters11

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Posted 19 December 2012 - 05:42 PM

They never charge for returning equipment, whether its defective or deactivation of the box.

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#52 OFFLINE   inf0z

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Posted 19 December 2012 - 08:02 PM

Consider yourself lucky with the $20. I had to pay $99 for a phone replacement through Verizon....and that is the price WITH the $6 monthly protection plan. The information is in the user agreement; you knew what you were getting in to when you didn't sign up for the protection plan. You rolled the dice by not paying the insurance and as far as I can tell you have come out far ahead. Pay the $20 and walk away from the table with your winnings lol.

#53 OFFLINE   wahooq

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Posted 19 December 2012 - 09:07 PM

three words...."sense of entitlement"....1..2..3..got it
My comments and opinions are my own and not necessarily those of DirecTV.

#54 OFFLINE   cariera

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Posted 20 December 2012 - 08:25 AM

I'm with you OP, you are paying a monthly fee for a leased receiver, that leased receiver died, I don't know how you can be expected to pay to lease something that does not work...


There are 2 types of electronic devices - those that have failed and those that are going to fail.

Again he is not paying for the receiver, he was being asked to pay for the shipping of the receiver.

#55 OFFLINE   smitbret

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Posted 20 December 2012 - 09:19 AM

I'm with you OP, you are paying a monthly fee for a leased receiver, that leased receiver died, I don't know how you can be expected to pay to lease something that does not work...


You don't have to pay to send it back. Just call in to deactivate it from your account and you'll see a nice box with a pre-paid shipping label show up on your doorstep in 3-5 days. Pack it in there and drop it off at the Post Office. Won't cost you a cent. You'll be down one location, but once again, it won't cost you anything and you'll save $6 month for the add'l location.

#56 OFFLINE   CCarncross

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Posted 20 December 2012 - 09:20 AM

The monthly fee you pay is the same whether you lease or own the receiver, so technically its not a monthly lease fee. Its actually a program mirroring fee that you pay for any active receiver. And all are also correct, you are not paying for the receiver, you are paying the S&H for delivery of the replacement receiver.

Its laid out in the agreement..either agree to pay it, or don't and go find another provider that better meets your needs.

Edited by CCarncross, 20 December 2012 - 12:46 PM.


#57 OFFLINE   Barcthespark

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Posted 20 December 2012 - 09:32 AM

It still does not make sense that the customer is required to pay to ship back to D* a faulty receiver that is owned by D*.

#58 OFFLINE   Michael H..

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Posted 20 December 2012 - 09:38 AM

After the dust settles... you get the replacement receiver, activate it, send back the broken receiver...

1) Call DirecTV and verify that they received the returned receiver.
2) Verify that they did not tack on a new 2-year commitment. They should not do this for a replacement receiver activation... but have been known to incorrectly do this on occasion.

Thanks. Most everything that is posted on these forums is personal opinion. I am of the opinion that being in the minority doesn't make you wrong! ;)

I just finished up talking to DTV. Short version. I was polite, said I was a long time customer, asked for them to wave the $20, credit my account or at least try to help me out in some way shape or form. They offered a $10 credit. Replacement DVR is being shipped. I like that they made an effort to work with me.

I am still going to look at my options between now and when my contract expires.

Richard



#59 OFFLINE   Beerstalker

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Posted 20 December 2012 - 10:02 AM

It still does not make sense that the customer is required to pay to ship back to D* a faulty receiver that is owned by D*.


Once again, you aren't. You are paying them to ship you a working receiver to replace your defective one. They pay for you to ship the non-working one back to them (the return shipping label is included in the box).
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#60 OFFLINE   Barcthespark

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Posted 20 December 2012 - 10:18 AM

Once again, you aren't. You are paying them to ship you a working receiver to replace your defective one. They pay for you to ship the non-working one back to them (the return shipping label is included in the box).


With all due respect, that is just semantics. IMO the customer should not have to pay anything for D* to replace their own defective unit. The customer is already paying monthly for the service. D* should be totally responsible for the unit when it goes bad.

#61 OFFLINE   n3vino

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Posted 20 December 2012 - 10:20 AM

You made the choice of not having the protection plan, with the pplan the shipping would of been for free. Just pay the 20.00. You are in a contract anyways. As if you are going to pay a early cancellation fee higher than 20.00 over this.
It isn't fair to the people who do pay for the pplan if people are going to call up whining about getting the benefits for it for nothing.

I totally agree with this. If anyone could get the $20.00 fee waived, then why would anyone need the protection plan? Some people have argued that the $20.00 charge is way cheaper then the protection plan. So, OP, pay it.

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#62 OFFLINE   ebox4greg

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Posted 20 December 2012 - 10:23 AM

DISH does the same thing....($17 the last time I exchanged)

CHARTER does the same thing....(unless you take it to the local office and exchange it.....which is always in a different city...so you end up paying for gas $ to exchange it......and if you're a real prick about the replacement, they'll charge you with a truck roll for a simple replacement).

Suddenly, $20 isn't so bad.



With all due respect, that is just semantics. IMO the customer should not have to pay anything for D* to replace their own defective unit. The customer is already paying monthly for the service. D* should be totally responsible for the unit when it goes bad.



#63 OFFLINE   n3vino

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Posted 20 December 2012 - 10:32 AM

With all due respect, that is just semantics. IMO the customer should not have to pay anything for D* to replace their own defective unit. The customer is already paying monthly for the service. D* should be totally responsible for the unit when it goes bad.


If the OP ships back the broken one at no cost to him, and does not get a replacement, then D* won't charge him to sent one out and will not charge the monthly service fee on it.

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#64 OFFLINE   trdrjeff

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Posted 20 December 2012 - 10:54 AM

If the OP ships back the broken one at no cost to him, and does not get a replacement, then D* won't charge him to sent one out and will not charge the monthly service fee on it.


lol, then to get another they get you on the hook for another 2yr commitment.
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#65 OFFLINE   Bill Broderick

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Posted 20 December 2012 - 11:49 AM

I don't have the Protection Plan either. But, as part of making that decision, I know that, if I need a replacement receiver, I will be charged $20 and if I need a service call for something else, I will be charged $49. If DirecTV decided to waive those fees, great. But I would have no right to expect them to do so. I'd have even less right to act indignant if they didn't.

#66 OFFLINE   Inkosaurus

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Posted 20 December 2012 - 12:15 PM

With all due respect, that is just semantics. IMO the customer should not have to pay anything for D* to replace their own defective unit. The customer is already paying monthly for the service. D* should be totally responsible for the unit when it goes bad.


>Implying the receivers are just prone to breaking by themselves and its at no fault of the customer what so ever.

Like I said earlier most hardware that malfunctions is directly or indirectly caused by the customer, theres very few scenarios where the receiver breaks because of poor engineering.

#67 OFFLINE   sda3

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Posted 20 December 2012 - 12:42 PM

Not to stir the pot but I had an HR22-100 just go through overheating problems on Monday, in a well ventilated spot. I am pretty sure the fan has stopped working. In the old days, when it was owned equipment I would have just opened her up and replaced it. But, since it is leased I called D*. Spoke with tech support around 10pm monday, they only asked 2 questions and said they would ship a replacement. They said that since I don't have the protection plan that shipping would be $20, like we all know. I politely asked if they could wave it and she said, "oh sure" In the end DVR shipped, no money out of my pocket for it. Now, I am out of contract so that could be the difference? I have had service since 2004. I just hope when I get home today and it is waiting for me it isn't another HR20.

#68 OFFLINE   mitchflorida

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Posted 20 December 2012 - 01:41 PM

My receiver hard disk broke after a year, and had to be replaced. Before I could say anything, the CSR said, "Usually we charge $20 to send out a new one, but you are a good customer, so we will not charge you." Why he said that I have no idea, but I didn't even ask for a waiver, he volunteered it.


Besides, $20 is chump change. They make at least $30 off you every month, assuming you are a good customer.

If you are someone who pays late or calls them every month with another request, they may be trying to get rid of you as a customer.

Edited by mitchflorida, 20 December 2012 - 01:46 PM.


#69 OFFLINE   yosoyellobo

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Posted 20 December 2012 - 01:50 PM

Some people are just nice. Back in the nineties my brother work customer service with AOL and he would also go an extra step to help the customer. His daughter on the other hand was just the opposite. My brother love his job and his daughter did not.

#70 OFFLINE   Inkosaurus

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Posted 20 December 2012 - 01:58 PM

Some people are just nice. Back in the nineties my brother work customer service with AOL and he would also go an extra step to help the customer. His daughter on the other hand was just the opposite. My brother love his job and his daughter did not.


AOL Customer service isnt a good basis for comparison when it comes to generosity considering all the issues they had.
They were giving out tons of incentives to agents to retain customers at any cost.

When other customer service want you to try and retain customers but not at the expense of giving every customer you speak to months of free service lol.

#71 OFFLINE   mitchflorida

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Posted 20 December 2012 - 02:28 PM

I don't think it is a matter of being "nice". My recommendation is for him to cancel his service with DTV. If they agree to waive the charge then everyone is happy . If not, flip to Dish Network and move on to something else. Life is too short.

#72 OFFLINE   grecorj

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Posted 20 December 2012 - 02:46 PM

Hindsight is 20/20, but what you should have done was:

1) Agreed to the $20 charge for "shipping"
2) Called back immediately; asked for customer retention; and asked them if they could help "lower the cost" of your service

I can almost *guarantee* if you had done this -- and presuming you have been a customer in GOOD STANDING for as many years as you claim, were polite on the phone, etc. -- you would have been offered MUCH MORE than $20 in credits which would have offset the shipping charge (and then some).

I recently called to ask about upgrading my NFL ST to ST MAX for the rest of the season (I know, #firstworldproblems) and the 1st CSR couldn't help me. BUT I was immediately offered a credit for DVR service for 6 months -- that's what, $40/$50 in credits?


(I'm wondering if this "shipping" fee is not something the CSR's can waive -- in the case when others have said they have gotten it waived, perhaps it was just a clever CSR who booked another credit to offset the shipping charge, obstensibly "waiving" the fee)
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#73 OFFLINE   DrummerBoy523

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Posted 20 December 2012 - 05:44 PM

I have been a DirecTV customer non-stop since 1995. My contract expires 6/2013. I currently have two DVRs and one regular receiver and whole home service. I don't pay for any type of optional protection plan (and never will).

My HR22 stopped working this morning. Based upon the error message and the consistent reboot cycle, it likely has had a drive failure. I can't remember how old it is, but I think it is probably at least two years old if not older? My goal was to get a replacement at zero cost which I think is more than fair for an item I don't own.

I talked to a CSR this evening who offered to ship me a replacement, but insisted on a $20 shipping fee as I don't have the protection plan. I suggested to the CSR to credit my account to cover the shipping, but that didn't work. I asked to be transferred to retention.

With the second CSR (that claimed to be retention), I verified my contract date and also asked to verify how long I have been with DTV. I again stated that I did nothing wrong, that the DVR stopped working and that I would like a zero cost option for a replacement. The story was the same in that there was no way to help me. I asked for the total amount to get out of my contract and to cancel and said while I would have to pay more out of pocket to cancel than the $20 shipping, I would do it and that I found it odd that DTV would let a long time customer walk away over a $20 fee. The CSR offered no options and was happy to go ahead and cancel my account and said there was nobody else I could talk to.

I told the CSR that I would not cancel right that second as I wanted TV during the holidays (the truth), but once I had something else in place that I would call back to cancel. That is how things ended. I was completely dumbfounded. It was the worst I had ever been treated by DTV.

I have been a loyal and low maintenance customer for over 17 years. When I called, I felt there would have been no question that they would have shipped me a new receiver at no cost. I was not pushing for free upgrades, etc. I have friends who have been trying to convince me to walk away from Sat/Cable and do a "roll your own" entertainment solution. I am tech savvy enough to do it, but until tonight have been very happy with DTV and have not considered walking.

I know it is just $20 on my end and I am looking at having to pay much more to cancel early, but at this moment, I am willing to pull the trigger on walking. If there is no way to get past the $20 fee, I will likely pay the $20 to get the replacement for the short term and still cancel once I get something else in place.

Does anyone have any suggestions as to how to get a replacement at zero cost?

Thanks,

Richard


So, let me get this straight, DTV has an option (protection plan) that would replace a receiver for free and no shipping - but you don't pay for it, yet you want the same benefits as provided to those who DO PAY FOR IT (like me)?
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#74 OFFLINE   lesz

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Posted 20 December 2012 - 06:07 PM

So, let me get this straight, DTV has an option (protection plan) that would replace a receiver for free and no shipping - but you don't pay for it, yet you want the same benefits as provided to those who DO PAY FOR IT (like me)?


And some people pay $10 per month for HD while others get it free.

Some people pay $8 per month for DVR service while others get it free.

Some people pay $200 for NFL Sunday Ticket while others get it free or at reduced cost.

Some people pay full price for HBO while others get it free or at a discounted price.

Some people pay full price for their service package while others get $20 or $30 per month discounts.

Some people pay $400 for a Genie upgrade while others get it free.

I'm not sure that I understand why some here seem to find it acceptable for customers to get hundreds of dollars worth of discounts or credits, and, yet, they become morally indignant because someone wants a $20 shipping waiver that has been granted to many other customers (regardless of whether they have the protection plan. All of these discounts and credits come as a result of how DIRECTV has decided to do business, and, as long as that is the case, it should be expected that people are going to attempt to get the same discounts or credits that they know others are getting. Further, there are likely very few who post on this board who have the right to claim the moral high ground and can honestly say that they have never sought a discount or credit from DIRECTV, and it is likely that those discounts and credits, too, are ones that have been given to some and have not been given to others.

#75 OFFLINE   goinsleeper

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Posted 20 December 2012 - 11:11 PM

And some people pay $10 per month for HD while others get it free.

Some people pay $8 per month for DVR service while others get it free.

Some people pay $200 for NFL Sunday Ticket while others get it free or at reduced cost.

Some people pay full price for HBO while others get it free or at a discounted price.

Some people pay full price for their service package while others get $20 or $30 per month discounts.

Some people pay $400 for a Genie upgrade while others get it free.




And no one gets the Protection Plan free or discounted do they? Everything you listed is an active service or piece of equipment. The protection plan is preventative and not active. Should someone be upset if they pay for the protection plan for years and never need it, while someone who has never paid for it get the same benefits? Probably not but, nonetheless, there's a good chance they would.




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