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NO tracking with recovery kit returns?

Discussion in 'DIRECTV General Discussion' started by johnp37, Jun 12, 2010.

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  1. Jun 17, 2010 #61 of 124
    gpg

    gpg Well-Known Member

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    I got my recovery kit today with the USPS/FedEx combo shipping label. The PO could not provide me with any proof that I gave them the package. We'll see how long it takes for the tracking to appear on the FedEx site.

    BTW, I ordered the recovery kit on May 24 and it arrived this afternoon--about 17 business days later. That's in line with my past experience for receiving a recovery kit.
     
  2. Jun 17, 2010 #62 of 124
    TBlazer07

    TBlazer07 Grumpy Grampy

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    Smart Post (and UPS's and DHL's version of the same thing) are the absolute worst systems I have ever seen. I have no idea how much it saves a company but for the consumer it is a horror. Newegg's NJ warehouse is about 9 miles from me. When they ship something using that method to me it takes over a week to travel 9 miles. Businesses even use that to ship 4 x 6 envelopes. It's just horrible.
     
  3. Jun 17, 2010 #63 of 124
    johnp37

    johnp37 Icon

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    See my post#53. From initial drop off at my local P.O. to its first stop, a FedEx facility in the next town, a mile and a half distance, 8 days! Great huh? This new delivery system sucks!!
     
  4. Jun 17, 2010 #64 of 124
    JLucPicard

    JLucPicard Hall Of Fame

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    With them using this new delivery system, do they still stick pretty close to the "it must be returned within seven days or you will be charged a non-return fee" (paraphasing)? I really don't see how they can when their procedure produces such delays.

    Anyone have any experience with this yet?
     
  5. Jun 18, 2010 #65 of 124
    betterdan

    betterdan Icon

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    I called over a week ago about getting a recovery kit to send back an HR20. I came home from vacation and it never was delievered. I called today to have them send me another one and the lady said there was no record of anyone sending a kit out. Why does it always have to be so damn hard for people to do their jobs right anymore?
     
  6. Jun 18, 2010 #66 of 124
    cariera

    cariera Icon

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    Oct 27, 2006
    The way it works with Directv is that when you deactivate a receiver, their system automatically orders a recovery kit - that is if they want the receiver back. Generally speaking, these kits are not ordered by the agent you speak with on the phone. They can be ordered by the agent, but a lot of them do not like to because 1) They should be automatically ordered by their system or 2) It takes time.

    While the system in place my not always work or may not be as quick to order the box, its not necessarily the fault of the employee who is trusting the system.

    So sit back, pop open a few frosty ones and wait until the box arrives. It's all good.:)
     
  7. Jun 18, 2010 #67 of 124
    DogLover

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    So, if the CSR is trusting the automated system, because the box is supposed to be ordered automatically...Why isn't the system ordering them? Where is the failure in the process? There have been so many reports over the years of people having to call multiple times to get a return box sent, there has to be a break down somewhere. I don't think they realize how frustrating it is for the customer, or how many boxes they don't get back because of this.
     
  8. Jun 18, 2010 #68 of 124
    kevinturcotte

    kevinturcotte Active Member

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    Yet another reason I won't use their autopay. I don't want to be charged for a receiver because they don't send a recovery kit, or the post office/Fedex loses it, or takes a long time getting it to them (Especially if they can no longer provide you with a tracking number).
     
  9. Jun 18, 2010 #69 of 124
    johnp37

    johnp37 Icon

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    I just got a response back from D* from another recovery kit which I sent out on June 8th and is still in transit. Part of their response: "As for package which was returned on 6/10/2010(actually at my P.O. on 6/8/2010) it shows that this is estimated to be delivered on 6/18/2010". Accordingto my math thats 10 days.
    The very next sentence from their response: "As a reminder, a non-return fee is applied if the leased equipment is not received by Directv approximately 7 days after the recovery kit is shipped". This is what we have to deal with this new recovery kit return process. In the past 3 weeks I made 3 recovery kit returns due to upgrades. The first two arrived in Memphis after the 7 day required window (8-10 days) as will this current one which will be 10 days. My strong advice to anyone still waiting for their recovery kits or have sent them on their way and have not arrived in Memphis yet call, e-mail Directv early and often. This mess has got to be scrapped.
     
  10. Jun 18, 2010 #70 of 124
    Hoosier205

    Hoosier205 Active Member

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    You have confirmation that you sent it. They have confirmation that you sent it. They have not charged you a fee for not returning it. They used the word "approximately" for a reason. They are well aware that it may take longer than 7 business days at times. The process for returning equipment works perfectly fine.
     
  11. Jun 18, 2010 #71 of 124
    johnp37

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    I stand by my opinion that this new return system is flawed and should be scrapped. The previous FedEx only system was fine. "If it ain't broke,don't fix it". Now, it is definitely "broke" and needs to be fixed.
     
  12. Jun 18, 2010 #72 of 124
    Hoosier205

    Hoosier205 Active Member

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    How is it broke? They send you the kit. You return the equipment. They receive the equipment. The shipping partner they choose to partner with is up to them. Let's wait for an actual problem before we declare the entire system a disaster. You are worried about the potential for a problem, when you can easily confirm that you shipped the equipment back. Not to mention that they are scheduled to received the equipment...today.
     
  13. Jun 18, 2010 #73 of 124
    kevinturcotte

    kevinturcotte Active Member

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    They acknowledge that it may take 10 day to get there, but they're going to charge you a NRF if they don't have it in 7? Good one!! Now the fun question is, what if you had auto-pay? After 7 days, would they go ahead and charge your credit/debit card anyway?
     
  14. Jun 18, 2010 #74 of 124
    Hoosier205

    Hoosier205 Active Member

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    The word "approximately" is conveniently overlooked once more. They are well aware that it may take longer. The item in question is scheduled to be delivered today.

    Confirmation of shipment by customer and delivery to DirecTV = this is a non-issue

    No need for panic or battle cries against autopay. :rolleyes:
     
  15. Jun 18, 2010 #75 of 124
    dconfer

    dconfer Legend

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    I replaced 2 hr20-700 with 2 hr24 when I did the deca upgrade. Got the boxes to return the hr20 with this label for the post office. Just checked my bill online and bingo 2 charges for the hr20's. Called D* and the charges are to be taken off my bill. Said they recieved them on June 1. I had the tracking numbers for the boxes and was going to give them to the guy and he said let me check something here first.
     
  16. Jun 18, 2010 #76 of 124
    johnp37

    johnp37 Icon

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    Good point, Kevin. Food for thought, indeed. Approximately 7 days? What exactly does that mean? We'll cut you slack one day? Two days?
     
  17. Jun 18, 2010 #77 of 124
    johnp37

    johnp37 Icon

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    Hey Hoosier205, did you read this one?
     
  18. Jun 18, 2010 #78 of 124
    dtvmike1652

    dtvmike1652 AllStar

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    If it comes Fedex then you need to return it by Fedex. Directv has moved some markets where the USPS will deliver the recovery boxes and you return it to them as well. That is Directv policy now and the only states that will be receiving them from the USPS is CT, DC, DE, IL, IN, MA, MD, ME, MI, NH, NJ, NY, OH, PA, RI, VA, VT, WI, WV. All other states still have Fedex as their primary shipping agent.
     
  19. Jun 18, 2010 #79 of 124
    Hoosier205

    Hoosier205 Active Member

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    ...and? That is exactly what I said. Even if they apply the charges to your bill...you have valid confirmation. They simply correct the charge. Not a big deal. Not even a problem. All you need is that information for confirmation to avoid a problem.
     
  20. Jun 18, 2010 #80 of 124
    dtvmike1652

    dtvmike1652 AllStar

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    The NRF is charged after the 21st day. They ask you to return it to the FEDEX or USPS location within 7 days to ensure you get it back in a timely manner so you are not charged an NRF.
     
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