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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 20, 2012 #61 of 102

    n3vino Godfather

    Oct 2, 2011
    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.
  2. Dec 20, 2012 #62 of 102

    ebox4greg AllStar

    Dec 2, 2012
    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.

  3. Dec 20, 2012 #63 of 102

    n3vino Godfather

    Oct 2, 2011
    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.
  4. Dec 20, 2012 #64 of 102

    trdrjeff Icon

    Dec 3, 2007
    lol, then to get another they get you on the hook for another 2yr commitment.
  5. Dec 20, 2012 #65 of 102
    Bill Broderick

    Bill Broderick Icon

    Aug 25, 2006
    Long Island
    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.
  6. Dec 20, 2012 #66 of 102

    Inkosaurus Icon

    Jul 29, 2011
    >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.
  7. Dec 20, 2012 #67 of 102

    sda3 Mentor

    Nov 29, 2005
    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.
  8. Dec 20, 2012 #68 of 102

    mitchflorida Godfather

    May 18, 2009
    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.
  9. Dec 20, 2012 #69 of 102

    yosoyellobo Icon

    Nov 1, 2006
    Jacksonville Fl
    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.
  10. Dec 20, 2012 #70 of 102

    Inkosaurus Icon

    Jul 29, 2011
    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.
  11. Dec 20, 2012 #71 of 102

    mitchflorida Godfather

    May 18, 2009
    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.
  12. Dec 20, 2012 #72 of 102

    grecorj Legend

    Jan 20, 2008
    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)
  13. Dec 20, 2012 #73 of 102

    DrummerBoy523 Godfather

    Jan 9, 2007
    Franklin, TN
    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)?
  14. Dec 20, 2012 #74 of 102

    lesz Legend

    Aug 3, 2010
    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.
  15. Dec 21, 2012 #75 of 102

    goinsleeper Godfather

    May 22, 2012

    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.
  16. Dec 21, 2012 #76 of 102

    Joe166 AllStar

    Jan 5, 2007
    Maybe because it is so trivial?

    While I have done some things as a matter of principle, I usually keep my mouth shut about it because after the fact, I have always felt kind of silly.
  17. Dec 21, 2012 #77 of 102

    Richierich Hall Of Fame

    Jan 10, 2008
    BINGO!!! :)
  18. Dec 21, 2012 #78 of 102

    acer Duplicate User (Account Closed)

    Dec 13, 2012
    20.00 really isn't that much. I swear some of their customers better be proud this is America as in Canada (ShawDirect) and the UK (SkyTV) they would charge you way more than 20.00. Just pay the damn fee.
  19. Dec 21, 2012 #79 of 102

    gfrang Hall Of Fame

    Aug 29, 2007
    The only time i disputed the 20.00 dollar charge is when i got a replacement receiver that did not work and they wanted to charge me another 20 bucks plus a service charge.

    I contacted access card departed and they credited my account for 20 bucks .Also they wanted to send out a tec to install it to make sure it was bad and i got the service charge credited.

    So i would try that department before you dicide to leave.
  20. Dec 21, 2012 #80 of 102

    JonBlack Legend

    Feb 24, 2005
    I think your gripe with D* over the second charge was legitimate. IMHO, D* shouldn't have even tried to charge you the second $20 due to the first one being a dud.

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