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Directv Policy/Legal Issue


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54 replies to this topic

#26 OFFLINE   rbmcgee

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Posted 03 July 2013 - 02:20 PM

That part was opinion. You're trying to have your cake and eat it too. 

I am certainly not trying to have my cake and eat it too.  This week when I called dtv for the swap I was fully expecting and had planned for dtv to tell me I had to return the h20.  I never even asked if keeping it was possible.  I knew the answer.  The rep volunteered it did not have to be returned.  When the rep said that I was shocked and spent the next 10-15 minutes making absolutely sure the rep understood what I was saying and I understood what the rep was saying.  Since I knew the rep was wrong, I had the rep write the note to the account and then read to me the note.  I made some clarification changes to the note that the rep agreed to and then had the rep reread the note to me again.

 

I learned a long time ago what a rep says, promises, guarentees over the phone is worthless.  Nobody can prove anything.  If possible, you must get the rep to record the promise, guarentee in the companies system so that a definitive record can be recalled if necessary.

 

Please realise, the h20 box that would be sitting on a shelf for all time is OWNED and has VALUE.  It is not a worthless leased box that dtv may or may not want back in the future.



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#27 OFFLINE   rbmcgee

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Posted 03 July 2013 - 02:26 PM

Is all this even worth it? ESPN 3D is shutting down. What's left, 3Net?

Excellent point and one that is very frustrating to me.  Honest-to-god, the day after I bought the AM21 and the monoprice converter and before I had even received them, I became aware of ESPN 3D shutting down   If I would have learned about ESPN 3D 24 hours earlier, I would have booted this whole exercise.  But now that I've spent about $100 for new equipment to turn a newer box into an h20, I fugure I might just well continue on the road.  Perhaps I will like 3net better than I think I will or maybe something else will come along.

 

If this works out well for me, at least I will be able to recoup the $100 by selling the h20 and end up even.


Edited by rbmcgee, 03 July 2013 - 02:31 PM.


#28 OFFLINE   Scott Kocourek

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Posted 03 July 2013 - 02:43 PM

It would seem a bit dishonest to sell the receiver if you get a newer model in a swap, what happens if you sell it and the next person tries to get a "swap" for the same receiver.

I wouldn't take any legal advice here but if it were me I would just store it and just be happy I got a newer receiver for free/no commitment.
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#29 OFFLINE   rbmcgee

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Posted 03 July 2013 - 02:52 PM

It would seem a bit dishonest to sell the receiver if you get a newer model in a swap, what happens if you sell it and the next person tries to get a "swap" for the same receiver.

I'm not exactly sure what's dishonest here. 

 

I've never sold a dtv receiver (either owned or leased) but if I do I would first call dtv w/ the rid and make sure that dtv agrees that the receiver is free and clear.  The potential buyer would not have any problems.



#30 OFFLINE   slice1900

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Posted 03 July 2013 - 03:46 PM

You're dreaming if you think you can sell a seven year old H20 for $100. I've acquired a few over the last couple years (for my commercial account, where the tuner matters to me and the lack of DECA and updated software/HD interface do not) and the price has ranged from free (given by a friend) to one I bought on Ebay for 99 cents (plus $30 "shipping") for an owned H20-100 - I wouldn't take an H20-600 if you offered it to me for free.

 

Maybe some auctions appear to go for high prices, but I'll bet it is shill bidding. There are buy it now auctions for owned H24s on Ebay for well under $100 (many bidding auctions would undoubtedly go for even less) and AM21s cost about $50 to own if you require the OTA tuner. Why would anyone pay anything like $100 for a seven year old H20, versus a much newer H24 that has DECA built in, ethernet built in, has the HD interface that is still getting regularly updated, etc.

 

Looking at Ebay there have been recent auctions for H20s won for 99 cents, even for those claiming to be owned units. You can set a reserve price of $50 or even $100 when you try to sell yours, but you have to find the sucker willing to make a bid that high when there are other H20s selling for much less, and much newer and more capable receivers selling for a similar price range.


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#31 ONLINE   carl6

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Posted 03 July 2013 - 04:04 PM

Nobody here can predict what DirecTV will choose to do in a week or a month or a year. My advice would be to keep the H20, put it away someplace for a reasonable period of time (six to twelve months should be enough) so that you can return it if they end up sending a recovery box. If after that time they have not asked for it back, do whatever you want with it.



#32 OFFLINE   rbmcgee

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Posted 03 July 2013 - 04:15 PM

My actual experience is completely different from yours and I've actually called dtv on the rids.  I would say 95%+ of all the dtv boxes (including the h20s) are leased.  Even though almost all say owned.  If you bought an owned h20 (free and clear) for less that $100, I tip my hat.  I can't find those and recently I looked pretty hard.  I bought my last one about 3 years ago for about $125 and I thought I was getting a pretty good deal.

 

The h20 is a unique beast with unique capabilities and that mix of capabilities I don't believe will ever exist in another dtv box.



#33 OFFLINE   rbmcgee

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Posted 03 July 2013 - 04:38 PM

Nobody here can predict what DirecTV will choose to do in a week or a month or a year. My advice would be to keep the H20, put it away someplace for a reasonable period of time (six to twelve months should be enough) so that you can return it if they end up sending a recovery box. If after that time they have not asked for it back, do whatever you want with it.

I'm not really asking what dtv will do.  I'm asking a very specific question (and back to original post): If a note placed on your account shows an agreement between you and the rep, will dtv honor that agreement?

 

I have no doubt that at some point (maybe soon, maybe in the future), directv will come looking for the h20 (or put me on a new commitment or charge me for an unreturned box or move my owned h20 to leased status or something else).  When that happens, I will point them to the note.  Even if the rep was wrong in what they agreed to, will they say "Oh yeah, OK, never mind, you're right, that's what you were told" or will they try to weasel their way out of that note's agreement?



#34 OFFLINE   dpeters11

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Posted 03 July 2013 - 04:48 PM

I personally think the note on the account is a moot point, as they won't want it back at any point. It's non-recoverable. The CSR was correct about that. They are not sending out H20s.



#35 OFFLINE   Laxguy

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Posted 03 July 2013 - 04:48 PM

You know, you're right: DIRECTV is right now plotting and scheming to hose you for thousands as soon as it sees you've sold that unit. 


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#36 OFFLINE   damondlt

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Posted 03 July 2013 - 05:02 PM

You know, you're right: DIRECTV is right now plotting and scheming to hose you for thousands as soon as it sees you've sold that unit. 

You couldn't pay me to take ANY H20! 

I'm sure Directv feels the same LOL!


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#37 OFFLINE   trh

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Posted 03 July 2013 - 05:11 PM

So what the CSR said was wrong and you knew it was wrong. Then you had them put that in the notes and now you want to know whether someone down the line will honor this even though what you were told was wrong.

You're entitled to the swap receiver at no cost and no additional commitment only if you return the current receiver. Period. Put the H20 on your shelf in case they do ever ask for it or as a replacement should one of your others fail.

While I've never had this issue with DirecTV, I did with AT&T. A rep and her manager entered notes in my account saying I was entitled to an upgrade. When I went to activate my phone on that account two days later, the rep that night wouldn't honor the notes. "yep, I see the note and it says you're entitled to this discount, but those two were wrong.". No Ellen Filipiak-type to contact.

So do what you've already decided to do. Good luck.

#38 OFFLINE   damondlt

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Posted 03 July 2013 - 05:13 PM

So what the CSR said was wrong and you knew it was wrong. Then you had them put that in the notes and now you want to know whether someone down the line will honor this even though what you were told was wrong.

You're entitled to the swap receiver at no cost and no additional commitment only if you return the current receiver. Period. Put the H20 on your shelf in case they do ever ask for it or as a replacement should one of your others fail.

While I've never had this issue with DirecTV, I did with AT&T. A rep and her manager entered notes in my account saying I was entitled to an upgrade. When I went to activate my phone on that account two days later, the rep that night wouldn't honor the notes. "yep, I see the note and it says you're entitled to this discount, but those two were wrong.". No Ellen Filipiak-type to contact.

So do what you've already decided to do. Good luck.

I look at it this way, If its deactivated and you didn't get a return box, They don't want it!


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#39 OFFLINE   peds48

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Posted 03 July 2013 - 05:27 PM

and what makes you think those notes are in fact on your account??.  is one thing what the rep said, another what s/he did!


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#40 OFFLINE   trh

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Posted 03 July 2013 - 05:41 PM

and what makes you think those notes are in fact on your account??.  is one thing what the rep said, another what s/he did!

+1



#41 OFFLINE   rbmcgee

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Posted 03 July 2013 - 05:56 PM

I personally think the note on the account is a moot point, as they won't want it back at any point. It's non-recoverable. The CSR was correct about that. They are not sending out H20s.

Actually, it was upon finding out that the h20 was classified as non-receoverable that caused me to start the original thread that I linked to previously.  Turns out, in that thread and up until mid-May there is no doubt that under a swap (and only a swap - not a deactivation, not a cancelled account, not a broken receiver) that dtv is going to want the h20 back.  I even chatted with retention about why they want it back only to throw it out?  Retention said, that's just what they've decided and retention couldn't even break it.

 

It is possible that between mid-May and July 2 directv might have changed their policy (hence the 98% sure rather than the 100% sure from above) and the rep is 100% correct.

 

If anyone is interested, here's what I'm going to do:

1) During this discussion fedex showed up with an h23-600 (I hope that one is fairly reliable).  No return box.

2) Tommorow I'm going to play musical receivers and get everything ready for activation

3) I'm then going to call and activate the new receiver and discuss with the new rep what the situation is at that point.

4) This will be dtv's last chance to get it right.  If the new rep claims no need to return, that note will be taken and I will proceed as if that is their final answer and I will refuse any future dtv claims on that box.  If the rep claims return needed, after much discussion, I will return the h20.


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#42 OFFLINE   damondlt

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Posted 03 July 2013 - 06:16 PM

 

If anyone is interested, here's what I'm going to do:

1) During this discussion fedex showed up with an h23-600 (I hope that one is fairly reliable).  No return box.

 h20.

You wouldn't get a return box , Until you deactivate the replaced receiver.  If they wanted it.  And they would confirm shipping addresses for the return box again during your New activation of your H23.

They are not going to tell you to keep it if they wanted it.  That's not a common mistake!  As soon as the CSR deactivates the old one you will know what you have to do!

I have 2 R15s and H20-600 sitting in my closet. Trust me they don't want your H20


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#43 OFFLINE   inkahauts

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Posted 03 July 2013 - 07:10 PM

First off since its so valuable to you I'd say consider holding into it in case one of your other ones dies then you'd have a replacement for it and wouldn't have to try and buy one.

Second. After the swap in the box they send you containing the new one if there's a return label they will want it back. Game over. If not then hold it for a couple months. Yes 2. Then if you haven't heard a word call the access card dept and ask its status. That will give you a real answer.

#44 OFFLINE   inkahauts

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Posted 03 July 2013 - 07:13 PM

The box it came in could be the return box. Look if there's a label or return.

#45 OFFLINE   rbmcgee

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Posted 03 July 2013 - 07:59 PM

The box it came in could be the return box. Look if there's a label or return.

Thanks, yes, that's what I meant by return box.  There is no return label or any information at all concerning return



#46 ONLINE   jimmie57

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Posted 03 July 2013 - 08:49 PM

I got a recovery kit in the mail a week after my old dead receiver was deactivated.

It was a new box and new shipping label back to DirecTV.


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#47 OFFLINE   acostapimps

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Posted 04 July 2013 - 02:44 AM

Just keep the H20, but it does seems strange that for a swap they don't want the H20 back (maybe its registed as owned and dont want it regardless) as oppose to a deactivation of the box and letting you keep the H20 because they're non recoverable, but if that's what the CSR said I would go by his word and let them send you a new box, and hope they don't tack you a NRF (non return fee).

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#48 OFFLINE   rbmcgee

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Posted 04 July 2013 - 11:14 AM

Good news for me.

 

As it turns out, for me, in this situation, directv does NOT want my h20 back.  I get to keep it.  The rep and I do not know whether this is because of a change in directv's stance or simply an exception granted to me.  The rep said that the prior note was "written in stone" and therefore applies and would be honored by directv.  They will never put a claim in for this box.

 

Happy me.

 

Thanks everybody for the conversation.  Case Closed.



#49 OFFLINE   rbmcgee

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Posted 04 July 2013 - 11:17 AM

BTW, the h23-600 seems to be working just fine with both the AM21 and the monoprice converter.



#50 OFFLINE   Laxguy

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Posted 04 July 2013 - 11:31 AM

All's well that ends well!

 

Thanks for the update and closing note. 


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