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

Discussion in 'DIRECTV General Discussion' started by Richard Casto, Dec 18, 2012.

  1. Dec 19, 2012 #21 of 102
    dishrich

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    Well contrary to all the D* cheerleaders that just piled on to you, I do NOT think you're being unreasonable. Matter of fact, I just had a client yesterday that had a receiver go bad. I told her how to call it in, & to ask to have the $20 fee waived - she had NO problem whatsoever getting it waived.

    Frankly I think it's ridiculous anyway to pay for the PP, just to avoid the S&H charge for a replacement receiver. Even if you were to have 2 receivers replaced EVERY year, you would still be WAY ahead of paying for 1 year's worth of the PP.

    What's even MORE ridiculous, is that when I recently canceled because they would NOT lift a finger to replace my 2 TOTAL POS HR20 receivers, it was only a couple days after I canceled - & then they rolled out the red carpet with winback offers. (ie: new customer pricing, ALL new equipment, $200 toward the ETF on my "new provider", etc.)
    So, instead of just replacing the 2 receivers & keeping me as a (long term) customer on regular package pricing - they totally lost me, then were going to spend MORE $$$ to get me back - incredible! :rolleyes:
     
  2. Dec 19, 2012 #22 of 102
    lesz

    lesz Legend

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    It is clear that this opinion is in the minority in this thread, but I cannot disagree with anything that you have said.

    I'm sure that many who have disagreed with you in this thread are the same people who are getting $20-30 per month discounts on their programming or who are getting highly reduced sports packages or who have worked the system to get free Genie upgrades, and I don't see them complaining that their discounts are the reason why everyone else's bills have gone up. Just as I cannot fault DIRECTV for trying to maximize its profits, I cannot fault a customer for trying reduce his/her costs, and I cannot fault a customer for shopping the market and deciding that going with the competition is in his/her best interests. I also find it difficult to fault the logic that says that, if DIRECTV is leasing you a DVR and is charging you a monthly fee for that lease, they should eat any cost, including shipping, involved with replacing that receiver when it fails. Further, I find it difficult to accept the notion that the customer should have to pay a monthly protection plan fee to be relieved of any cost, including shipping, related to replacing equipment that the customer does not own.

    As I stated in a previous post, I think that there is a good chance that, if you call during during normal business hours, you will find a CSR who will waive the fee. The only thing you have going against you is that you still have time left on your contract. If I were in your situation and if the fee wasn't waived, my inclination would be to pay the $20, but, when my contractual commitment was over, I'd be looking for the best deal I could get with the competition.
     
  3. Dec 19, 2012 #23 of 102
    Richard Casto

    Richard Casto Cool Member

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    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
     
  4. Dec 19, 2012 #24 of 102
    ebox4greg

    ebox4greg AllStar

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    DISH NETWORK does the same thing. In fact, when we cancelled our account, they wanted $17 shipping for a box where we could send their equipment back.
    If its an equipment change, there's a shipping charge too, and they also slap you with a $95 service call (although its something the end user customer could have swapped out theirselves).
     
  5. Dec 19, 2012 #25 of 102
    trdrjeff

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    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...
     
  6. Dec 19, 2012 #26 of 102
    HarleyD

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    Do what you gotta' do.

    However, 16 years of savings over not paying for protect...minus $20...still leaves you thousands ahead.

    And as has been mentioned, you'll pay $20 for a new smart card if you need one and one will be shipped along with your replacement receiver so consider that expense as well.

    The fee is nominal and most of us find it reasonable. You do not and that's OK, but it's a numbers game. They may be willing to lose one in favor of the next thirty that just pay it. Duration of your account notwithstanding.

    And as far as the CSR roulette goes, you can give it a try but I would bet that your inital call and threats to cancel have already been noted on your account for each subsequent CSR to see. That may reduce your chances of success.

    Call your own plays and good luck. Me? I just paid the $20 when I had a leased receiver fail and in my mind recouped that money over the next three months that I didn't pay for the protection plan.



    EDIT to add: I'm glad they met you halfway. Congrats.
     
  7. Dec 19, 2012 #27 of 102
    lesz

    lesz Legend

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    I've read in multiple places, including on this board, that it costs DIRECTV somewhere in the range of $1000 to sign up a new customer when you consider equipment subsidies, installation, and advertising costs. That essentially means that, during the first year of a customer's contract, DIRECTV is recouping its costs, and, during the second year and beyond, they are making what is close to pure profit.

    I accept that DIRECTV can run its business in anyway that it chooses, but it doesn't make sense to lose that profit over a $20 shipping charge. Also, as long as DIRECTV continues to use a system in which various discounts and credits are available in different amounts to different customers based on their account history, they are, in effect, encouraging individual customers to explore their own ways to keep their bills down. While I'm sure that DIRECTV has its reasons for charging a wide range of prices to different customers for the same services, if the price structure was the same for everyone, there would be no need for customers to explore how to get the discounts and credits available to them.
     
  8. Dec 19, 2012 #28 of 102
    Inkosaurus

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    Somewhat incorrect.
    The cost is closer to around 800$ and its called Subscriber Acquisition Cost(SAC)
    And no the SAC does not take 2 years to pay off, its closer to 3 and a half.
    Why? Because lets say your bill is 100$, when DTV gets your money not all of it goes to pay off your SAC. They have bills and other costs to manage so only a portion actually goes to paying off your 800$ debt to them, the rest goes to various other portions of there accounting.


    Ahh but not every customer is the same! So there cant be a level playing field when it comes to freebies and charges.

    SAC is also the reason why some customers qualify for every freebie there is, and why others dont.
    DTV (and Dish) consider the SAC like a loan, how you manage it can change what you qualify for for a very long time.
    Add in things like requesting Credits along the way, or for charges to be waived and it just adds on to your SAC debt.
    Eventually they will cut you off if you ask for to much and you will end up with an account that is flagged which every agent (even retention) will refuse to give credits too.
     
  9. Dec 19, 2012 #29 of 102
    Carl Spock

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    OP, I wish I had your level of indignation. I just don't.

    Use this to your advantage when you re-up your commitment. Get $30 of freebies that you actually want, not just something they are willing to give you. I think an extra $20 for your troubles is fair.
     
  10. Dec 19, 2012 #30 of 102
    lesz

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    While your clarifications may well be accurate, I feel like you are trying to argue just for the sake of arguing and to obfiscate valid points.

    Regardless of whether the accounting method used spreads those customer acquisition costs over 3 1/2 years or lumps them into a shorter period of time, the significant point is that about a year's worth of monthly payments is needed to recapture those costs, and, after the costs have been recaptured, DIRECTV's level of profit becomes significantly higher. Thus, as stated above, it doesn't seem to make business sense for DIRECTV to lose the opportunity to gain those significant profits over a $20 shipping charge.

    Also, regardless of whether it is reasonable to have different discounts and credits available to different customers, as long as those discounts and credits are not given unless the customer pursues them, the customer is either required to actively explore and request discounts and credits or else that customer needs to accept the fact that he/she is likely paying more for the service than is necessary.
     
  11. Dec 19, 2012 #31 of 102
    mitchflorida

    mitchflorida Godfather

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    write to the vp of customer service
     
  12. Dec 19, 2012 #32 of 102
    Carl Spock

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    If I was Ellen Filipiak, I'd quit when I got this complaint.
     
  13. Dec 19, 2012 #33 of 102
    dpeters11

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    Then you wouldn't get to that position. Not that she sees every email that comes to her, but I'm sure her team has seen much more.
     
  14. Dec 19, 2012 #34 of 102
    Carl Spock

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    I'm sure they have.
     
  15. Dec 19, 2012 #35 of 102
    harsh

    harsh Beware the Attack Basset

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    Economy 2 day service can be had for less than $20 on a contract.
     
  16. Dec 19, 2012 #36 of 102
    harsh

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    According to the 2012 Q3 Form 10Q, the SAC was $850.
     
  17. Dec 19, 2012 #37 of 102
    smitbret

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    I sometimes wish that DirecTV would open up a couple of outlets in a few of the larger metro areas that allowed customers to come in, drop off their old, non-working equipment and pick up their refurb replacement at no cost.

    I don't wish this out of convenience or because I think that customers would really benefit from this. On the contrary, people would still probably complain that they had to get in their cars and drive across town to get it done. I would like to see it just to find out how far people would drive to "save" the 19.95 shipping fee. I just picture in my head some guy in Reno that is so mad about the fee that he jumps in his car and drives the 111 miles to Reno, taking 6 hours off of work and spending all that money on gas as well as snacks and a stop over for lunch and then coming back and feeling like he did himself a favor by handling it himself.

    Why is it that with every other product out there, people expect to put in the time and maintenance but when it comes to television they expect everything to be handed out on a silver platter?

    For example, you pay $2500 up front and $350 a month to lease a car that you send back when the lease is up and in the meantime you still pay for goil changes, tires and a car wash. If the car gets stuck in a ditch or the snow, you still pay for the tow truck unless you have AAA. If the car breaks down, you still have to spend the time and money getting it to the dealership to have it repaired even if it is under warranty. Yet, people do this day in and day out without so much as a peep, but WHOA, mess with their television and ask for a little effort and it's a crying shame.

    I don't get it. I keep wondering if it's some sort of socioeconomic thing.
     
  18. Dec 19, 2012 #38 of 102
    Richard Casto

    Richard Casto Cool Member

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    I am embarrassed to say you got me on both accounts. :(

    Don't tell DTV, but me and my buddies were out four wheeling in my DVR and it got stuck in some deep water and flooded the hard drive. I know the lease agreement said to not do that, but if I told them the truth they wouldn't replace it now would they? Now, I DO change the oil and tires AT MY OWN EXPENSE on a regular basis.

    Again... Spot on... I park my DVR outside right next to my double-wide. :rolleyes:

    Richard

    PS: The "rolleyes" emoticon doesn't really do the name justice
    PPS: I don't lease cars.
     
  19. Dec 19, 2012 #39 of 102
    Inkosaurus

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    >Implying conditions in your home are incapable of breaking receivers.
    :rollseyes:
     
  20. Dec 19, 2012 #40 of 102
    jimmie57

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    There is more to shipping than just what you pay the freight company.
    Someone has to put one in a box and make a label for it and set up the shipment and move it to the shipping area where it gets picked up.
    Time is money.
     

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