In December I had a DVR hard drive go poof. I had another sent with the protection plan. I sent the old 1 back a day after getting the label. Today my bill comes and I am charged 200 dollars for non returned DVR. Thank god I wrote down tracking number and took pictures of the shipping label. I check fedex.com they shipped it December 18th. It shows I sent it out the 21st and they signed for it December 26th could not deliver on Xmas eve or day direct TV was closed. It was very frustrating hour to get that 200 dollar charge reversed. It should of taken 5 minutes for them to check the same info on fedex.com. They offered to start an investigation which would of taken 10 business days. I did not give up till I found a supervisor to credit my account. The supervisor could not view the tracking information but he believed me and did the credit thankfully. I am still very mad about this. I could not of gotten it back sooner but still was charged 200 dollars. Then I had to waste a hour of time because they don't have access to basic tools to resolve the issue quickly. How can they not have access to fedex.com they ship hundreds of packages a day. A lesson to all when you send a DVR back keep copies of the tracking information just in case.