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Poor DirecTV customer "service" in action

Discussion in 'DIRECTV General Discussion' started by Heisenberg, Sep 20, 2009.

  1. Heisenberg

    Heisenberg Cool Member

    Apr 20, 2009
    So I'm checking my account online a couple of days ago and I see to my surprise that I have a balance of roughly $470 and a rather expensive line item: "HD DVR NRF."

    Immediately I think of the dead HD DVR I've had in the garage for, I don't know, maybe six months to a year. At the time I replaced it I told DirecTV I would like to return it, but they told me they wouldn't accept it because it was "owned" as opposed to "leased" equipment. I don't quite understand the difference as I thought all the equipment was leased.

    A few months ago, my wife calls me at work and tells me she's cleaning out the garage and she wants to toss the dead DVR receiver. I tell her "Don't you dare," because even though I was told they don't want it, I know better than to trust a company about an expensive leased piece of equipment. She calls DirecTV, and they tell her the same thing -- they don't want it. Always paranoid, I convince her to keep it anyway, just in case.

    Then the charge shows up. Fortunately, I happened to have two return kits in house so I boxed up the DVR. (The back story: a couple of weeks ago, my H20-600 died in the study and DirecTV sent me a return kit. However, a few days later I reconsidered my initial decision to leave the study dark and called and asked for a replacement receiver, which they sent, also with a return kit. So I had two return kits in house.) I took the H20 and the DVR to FedEx on Friday.

    However, the CSR I talked to said they can't remove the charge until the DVR arrives. I explained that I was told in the past they didn't want it, and they didn't send me a return kit at the time, but this didn't seem to matter. Furthermore, he couldn't even tell me the model number or access card number of the DVR that had been flagged as a non-return (I've returned two before this one -- one that died and a replacement that was also defective).

    The main reason I'm concerned is that I have DirecTV bundled with my phone company, and DirecTV will be forwarding billing information to the phone company sometime this week -- meaning I will owe my phone company an extra $470. Even if I am eventually credited by DirecTV, I still will have to advance nearly $500 extra to my phone company to avoid having a balance with them.

    The two CSRs I've talked to Friday and Saturday say there's nothing they can do. There's nothing their supervisors can do, etc., etc.

    But what really galls me is that DirecTV made no attempts to contact me -- no e-mail, no letter, no phone call -- before suddenly tacking on $470 to my bill. I've been a customer for four years, never paid my bill late, subscribe to premium channels, Sunday Ticket, never had a serious issue and have been pretty happy with DirecTV -- and then they do this.

    I'm not even confident that the DVR I returned is the one they want and that my account will be credited. And they don't seem to care what I tell them and seem only mildly interested in helping me.

    I'm going to call my phone company Monday and attempt to "unbundle" to beat the bill from DirecTV and avoid situations like this -- besides, as much as I'd hate to do it I'm so angry that I'm seriously considering dumping DirecTV over this experience as soon as football season is over (I'd dump them now if I hadn't already paid for Sunday Ticket).

    So now it's a race to see if the DVR gets there before they bill my phone company. And that's assuming it's the one they want. I'll tell you how it goes if anyone out there cares :). Thanks for listening.
  2. joshjr

    joshjr Hall Of Fame

    Aug 2, 2008
    NE Oklahoma
    One option would be to speak with the access card department to find out if maybe they can tell which reciever is flagged. If you by chance have the reciever id or the card number for the one you sent back they should be able to tell something.
  3. Taltizer

    Taltizer Legend

    Sep 26, 2007
  4. Jackru

    Jackru Cool Member

    Aug 19, 2009
    This is just crazy. I can understand your frustration. I believe we do need a consumer bill of rights in this country to reduce these egregious mistreatment of consumers. They give you faulty information and want you to be responsible to pay for their mistake. I can clearly see why you would want to ditch them.

    I have never had this happen before, but from dealing with them over the years I am not the least bit surprised by your aggravating story.

    Good luck and hope everything works out ok.
  5. wilbur_the_goose

    wilbur_the_goose Hall Of Fame

    Aug 16, 2006
    They've done this to a lot of us, including me. They billed me $999 for an "unreturned" HR10-250 a few years ago. Never returned the money either - they decided to credit my account instead once they acknowledged they screwed up.

    Thank gawd I saved my FedEx receipt!

    Their return department should be completely overhauled ASAP.
  6. TBlazer07

    TBlazer07 Large Member DBSTalk Club

    Feb 5, 2009
    I believe a return box is tied to a specific piece of equipment. The return shipping label refers to the specific receiver that is SUPPOSED to go back. By using a box from a different receiver you might REALLY confuse them. They may log it in as the wrong receiver not the one you sent back making it an even more f'd up mess.
  7. JoeTheDragon

    JoeTheDragon Hall Of Fame

    Jul 21, 2008
    dish and the cable co do the same carp with there boxes and comcast even want as far as billing people who lost there cable boxes to fire, Tornado's, hurricanes and others.
  8. harsh

    harsh Beware the Attack Basset

    Jun 14, 2003
    Salem, OR
    The OP doesn't subscribe to DISH or cable.

    The actions of DIRECTV in this case are unconscionable and writing them off as industry standard is not helping.
  9. Shades228

    Shades228 DaBears

    Mar 18, 2008
    If you never received a recovery kit and were charged a fee for not returning that I would call and ensure that your service address is correct since that's where they ship the box's too.
  10. JoeTheDragon

    JoeTheDragon Hall Of Fame

    Jul 21, 2008
    also the aren't they doing free swaps of the HR 10 to a HR 2*
  11. Shades228

    Shades228 DaBears

    Mar 18, 2008
    Not always.
  12. The Merg

    The Merg 1*

    Jun 24, 2007
    Northern VA
    The OP mentioned giving up DirecTV due to this issue. I believe the other poster was just explaining he might end up with the same issue using Dish or cable. Nothing in there implied that DirecTV was in the right.

    The OP posted that those recovery kits were received after the receiver in question had been deactivated. I think the main issue here is that the OP was told the receiver was owned, thus the reason DirecTV did not require it sent back, but then charged the OP for a non-return as if the receiver was leased.

    The OP definitely needs to call back up and speak to a supervisor and not just take a CSR's word that their supervisor cannot help him. Speaking to retention would also be possible step in the right direction in getting the matter taken care of. He could also e-mail Ellen Filipiak ellen.filipaik@directv.com, VP of Customer Relations (verify the spelling of her name--I always mess it up). Her office has generally been very good in getting situations resolved.

    When talking to DirecTV, if they show the receiver that was deactivated as being leased have them specify what date the recovery kit was mailed out as that is notated in the system.

    - Merg
  13. David MacLeod

    David MacLeod New Member

    Jan 29, 2008
    wow, you're criticizing someones helpfulness in a DirecTv thread.
    the irony is overwhelming.
  14. raoul5788

    raoul5788 Guest

    May 13, 2006
    Neither is your post. You seem bent on posting only negative comments.
  15. Upstream

    Upstream Hall Of Fame

    Jul 4, 2006
    If DirecTV sent you two return kits, their system expects to receive 2 returned receivers.

    I ran into this problem about a year and a half ago. My receiver failed, and somehow I received two return kits. I sent the receiver back in one of the return kits, and tossed the other return kit. Even though DirecTV got the defective receiver back, I was still charged an NRF because they were expecting a second "phantom" reciever in the second return kit.

    It took several weeks to get this cleared up.

    Double check with DirecTV to find out which reciever they are charging the NRF on. If you owe them a receiver, then they should be able to identify it so you can send it back. If you don't owe them a receiver, then they should correct their error.
  16. inkahauts

    inkahauts Well-Known Member

    Nov 13, 2006
    I would not unbundled.. That could cause more problems than it solves. ANd I seriously doubt they could make any changes happen that fast anyway. They usually take weeks to enact stuff.....

    I say get a hold of the case management people that where mentioned earlier in this thread...
  17. inkahauts

    inkahauts Well-Known Member

    Nov 13, 2006
    That makes a lot of sense here.. I'll bet your right.
  18. kc1ih

    kc1ih Legend

    May 22, 2004
    Hudson, FL
    If you can't get this straightened out with DTV in a timely manner, the next step is probably to contact your state's Attorney General's office, consumer protection division.
  19. bixler

    bixler Hall Of Fame

    Oct 14, 2008
    And YOU don't subscribe to DIRECT TV so why are posting garbage in this part of the forum again?:confused::confused:
  20. gregjones

    gregjones Hall Of Fame

    Sep 20, 2007
    We have remedies in place now. If you want a customer bill of rights, it will end up costing more money for everything. We need to continue enforcing the remedies in place today. We don't need another name for it and another set of bureaucrats that will produce a tax to pay for it.

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