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Upgraded box, installed left old equip?

Discussion in 'DIRECTV Installation/MDU Discussion' started by Bluegrassman, Mar 8, 2013.

  1. west99999

    west99999 Icon

    1,375
    49
    May 11, 2007
    "An attempt shall be made to recover and return all Set Top Boxes from a customer's home when they are swapped or replaced regardless of model."

    Just because some techs don't follow the policy outlined above doesn't mean it is not 100% the policy.

    I am sure that a lot of things go on that you don't know about. There is also 100% a scrap process in place for IRD's that are not refurbished.
     
  2. cwtech

    cwtech Mentor

    58
    0
    Oct 12, 2012
    that one should not fall back on you anyway, when a installer does a swap replace on a customers account that should automatically fall into HIS inventory return list, Did he at least take the access card out and with him, in some instances and varies other reasons sometimes the access card is all that the installer will take.
     
  3. Brubear

    Brubear Legend

    151
    1
    Nov 13, 2008
    I haven't worked in the field for over a decade. Field policy is not shared with agents. I would agree that set top recovery should take place - it only makes sense - but I diligently researched our resources and there was NO mention of that policy, only what is done if a customer is negatively impacted by a recovery that ended up in them being charged a NRF.
    If there is a link for that policy, could you share it?
     
  4. west99999

    west99999 Icon

    1,375
    49
    May 11, 2007
    If you have access to DWS you can find it there along with all policy and procedure related to the field.
     
  5. Brubear

    Brubear Legend

    151
    1
    Nov 13, 2008
    I do not have access to DWS
     

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