[islesfan]

I have autopay and recently my HR21 died. DirecTV was really great about sending out a replacement (and even gave me 6 mos of STARZ for missing some of the Olympics while the DVR was dead - I didn't grub for freebies, this was just thrown in to be nice). I put the old HR21 in the return box, attached the label, and off it went the following day.

Three weeks later, I happened to look at my account online and I saw a $250 charge for equipment not returned. Naturally, I called immediately and was told by the CSR that, "oh yeah, it was received in our Texas office on (two days after I sent it)." I asked him to correct the account, and he told me he would have to elevate it. He said it would be fixed in five days.

In the end, it was fixed, and I never had the $250 withdrawn from my account, but I thought I'd post this to warn others. If you return equipment, check up on it, because apparently DirecTV doesn't!

This turned out to be an excellent customer service experience, but if I hadn't happened to check my account online in time, this post would have a much different tone!

 

[veryoldschool]

Since they seem to be using USPS these days for returns, I just make sure I have [and keep] a copy of the shipping receipt, that the Post Office received the package.

 

[spartanstew]

I just check all my bills all the time.

You don't?

 

[RunnerFL]

Also because they use USPS now, it's taking longer for them to get back to DirecTV. You only have 7 days and the last one I sent back took 6 days to get to them.

 

[RAD]

Since they seem to be using USPS these days for returns, I just make sure I have [and keep] a copy of the shipping receipt, that the Post Office received the package.

It's USPS SmartPost. You turn it in at a post office and eventually it gets turned over to FedEx to transport it to the destination city. You can use the tracking number on the FedEx site to see the interim steps. Last STB I sent back two two days for the handoff to FedEx and 6 days to get from Austin TX to El Paso TX.

 

[Mike Greer]

I didn’t get the return boxes that were supposed to arrive…. Supposedly I’ll get them tomorrow but I’m not holding my breath. I was told it could take 2-3 weeks to receive the boxes but when I called 3 weeks later I was told they were not showing up in their system. Last person I talked to said I’d have them ‘in a couple of days’.

Still watching and waiting for the non-return fee to show up on my account. Surprised it hasn’t shown up yet. This week will mark 1 month since they removed the receivers from my account and said they would send the boxes.

 

[Shades228]

I didn't get the return boxes that were supposed to arrive…. Supposedly I'll get them tomorrow but I'm not holding my breath. I was told it could take 2-3 weeks to receive the boxes but when I called 3 weeks later I was told they were not showing up in their system. Last person I talked to said I'd have them 'in a couple of days'.

Still watching and waiting for the non-return fee to show up on my account. Surprised it hasn't shown up yet. This week will mark 1 month since they removed the receivers from my account and said they would send the boxes.

Non return fees are tied to the RMA number. Boxes are shipped due to RMA's being created. So you won't get any fees until 21 days after the RMA generates. Which gives you ample time to receive and return the boxes before fees would be processed on the account.

 

[wingrider01]

Since they seem to be using USPS these days for returns, I just make sure I have [and keep] a copy of the shipping receipt, that the Post Office received the package.

would rather pick up the shipping cost on my own dime and utilize fedex overnight delivery signature required. 100 percent tracking and a photocopy of who signed for it. Lot cheaper and a lot less stress then using the USPS that they supply

 

[dpeters11]

It's USPS SmartPost. You turn it in at a post office and eventually it gets turned over to FedEx to transport it to the destination city. You can use the tracking number on the FedEx site to see the interim steps. Last STB I sent back two two days for the handoff to FedEx and 6 days to get from Austin TX to El Paso TX.

I just skip the middleman and take them to Kinkos. Skips the USPS part altogether.

 

[mnassour]

Islesfan, this brings up a point that I hammer home each and every time I get the chance. If at all possible, never, ever, ever allow DirecTV or any other merchant to have access to your checking account. Instead, pay by credit card. If you can't get a regular credit card for whatever reason, get a secured credit card tied to a savings or checking account.

The reason? If there's a withdrawal by mistake, it's so much easier to dispute a credit card charge than it is to get your money back once someone's taken it.

I've gone through the same thing with DirecTV. Due to its errors I once had four(!) unactivated receivers in my possession, in an effort to get two defective ones replaced. Yes indeed, I kept a lot of records proving I shipped those back. :lol: Given the number of receivers that DirecTV has flying around the country, it's very easy for the one you ship to either go walkies or, more likely, be mis-entered to someone else's account when it arrives back at DirecTV's depot.

 

[paulman182]

I just skip the middleman and take them to Kinkos. Skips the USPS part altogether.

Isn't Kinkos the middleman here? Why not straight to the FedEx or UPS office?

 

[Brubear]

the 2 weeks or more for a recovery kit to generate is the automatic mode. It gives a chance for customers who might change their mind about disconnecting an ird to do so, I suppose. A csr can manually generate a kit that will deliver in 3 business days.

On the credit card thing I learned years ago to never connect my checking account to anything. I use a prepaid debit card for all of my autobills. It limits my loss in case of human error or outright fraud.

 

[Newshawk]

I just skip the middleman and take them to Kinkos. Skips the USPS part altogether.

Isn't Kinkos the middleman here? Why not straight to the FedEx or UPS office?

No, Kinkos is not the middleman-Kinkos is now FedEx Office, so it is FedEx.

 

[Mike Greer]

Non return fees are tied to the RMA number. Boxes are shipped due to RMA's being created. So you won't get any fees until 21 days after the RMA generates. Which gives you ample time to receive and return the boxes before fees would be processed on the account.

Hmmm... So if I hadn't called again (twice) about the missing boxes they wouldn't have charged me for the non-returns?

I realize they have an enormous operation but you'd think something as simple as sending boxes could be handled without too much trouble!

 

[mnassour]

Well, the fact that this problem comes up again and again shows that's not quite the case...

 

[harsh]

No, Kinkos is not the middleman-Kinkos is now FedEx Office, so it is FedEx.

You probably aren't aware that FedEx Ground is not the same as FedEx Freight is not the same as FedEx Express. From the perspective of the person on the receiving end, they are three entirely different entities; each with their own terminals and contrasts with the other FedEx divisions. The fact that their services overlap somewhat doesn't help.

 

[harsh]

So you won't get any fees until 21 days after the RMA generates.

The unfortunate part is that even though DIRECTV had already been in receipt of the returned DVR for around two weeks, they still dinged the account. This is not an isolated incident.

 

[islesfan]

I just check all my bills all the time.

You don't?

I don't ever have a reason to unless I've made some sort of a change. I've had much the same package for 17 years now (except the addition of HD in 2006). I know when NHLCI is going to be taken and so forth. This was an unusual circumstance for me.

 

[islesfan]

Since they seem to be using USPS these days for returns, I just make sure I have [and keep] a copy of the shipping receipt, that the Post Office received the package.

They never denied that they had received it, they just seemed content to charge me anyway (until I called, that is). In my case, it actually arrived two days after I dropped it off at the Post Office.

 

[islesfan]

Islesfan, this brings up a point that I hammer home each and every time I get the chance. If at all possible, never, ever, ever allow DirecTV or any other merchant to have access to your checking account. Instead, pay by credit card. If you can't get a regular credit card for whatever reason, get a secured credit card tied to a savings or checking account.

The reason? If there's a withdrawal by mistake, it's so much easier to dispute a credit card charge than it is to get your money back once someone's taken it.

I've gone through the same thing with DirecTV. Due to its errors I once had four(!) unactivated receivers in my possession, in an effort to get two defective ones replaced. Yes indeed, I kept a lot of records proving I shipped those back. :lol: Given the number of receivers that DirecTV has flying around the country, it's very easy for the one you ship to either go walkies or, more likely, be mis-entered to someone else's account when it arrives back at DirecTV's depot.

This has had me re-thinking my arrangement, but it has been so flawless since I first signed up to pay this way many years ago.