Joined
·
66 Posts
That's the phrase I used probably 2 dozen times tonight while trying to get my busted HR20-100 replaced.
<RANT>
Here's the deal: My -100 has a fan that's failing. It's living on an old noisy computer fan right now since I can't replace it myself since it's a leased unit.
I called last Friday and while the CSR I talked to was either new or clueless as I was told that:
a) I'd get a replacement for free since I have the service plan
b) They'd ship it with a return kit so I can send the old one back at no cost (per the service agreement) and
c) They could certainly send a black one to replace my currently black unit along with an AM21 since I won't have OTA capability with my new one.
I get home today and find the replacement unit sitting on my doorstep and take it in. Cool that was fast...
I open the box to a refurb HR20-700, silver, no AM21 and nothing else in the box (no remote, no cords (power not included either), no nothing) except a note saying I'll get billed $470 for my old unit if I don't send my old unit back.
So of course I called DTV asking:
a) What happened to the black unit I was supposed to get?
b) Where's the return shipping material that was supposed to come?
c) What's the status of my AM21?
d) Where are the cords etc and am I going to get charged if they don't send them?
After my first call with a very rude CSR I was told that I basically get what I get and if I don't send the old unit back, I'll be charged $470. I got hung up on after asking to talk to a supervisor.
4 CSRs and two supervisors later, all of whom told me that even though I'd paid for the service plan I basically have to go to Best Buy for a new one and send the busted unit back on *my* dime, I finally got a CSR that could help me when I called back and went directly to cancellations.
So two hours on the phone later I have (hopefully) a new HR21 coming my way and a free AM21 to follow once it arrives.
The thing that bugs me about the whole thing is pretty simple:
Could no one simply say "you get whatever's next at the warehouse" instead of promising me something they couldn't deliver??
More importantly if you're only option for replacement is going to Best Buy, then getting a "credit" for less than you paid for the lease at BB, why do they even offer a service plan that's supposed to cover everything?
And finally how's it supposed to work without so much as a power cord??!?!?!??
I've been with D* since it was USSB and have never been so close to cancelling my service than I was tonight.
Aside from the one, all of the CSRs were just plain rude and had no clue what to do. The supervisors were the same. It shouldn't take going to the cancellation people to get someone to give you decent service.
If I owned the unit it'd be fixed by now, but I don't so I have no choice except to send it back to them. The least they could do is honor their commitment (and the plan that I'm paying for) and take their own equipment back.
They sent me to a supervisor for a follow up since the last CSR noticed all of the calls from this evening. I explained very nicely that if they mess up this order I'm cancelling and going with cable or Dish Network. This guy understood and comp'd me for a month's programming as well. There're still a few good ones lurking out there but it shouldn't be so hard to find them.
</RANT>
<RANT>
Here's the deal: My -100 has a fan that's failing. It's living on an old noisy computer fan right now since I can't replace it myself since it's a leased unit.
I called last Friday and while the CSR I talked to was either new or clueless as I was told that:
a) I'd get a replacement for free since I have the service plan
b) They'd ship it with a return kit so I can send the old one back at no cost (per the service agreement) and
c) They could certainly send a black one to replace my currently black unit along with an AM21 since I won't have OTA capability with my new one.
I get home today and find the replacement unit sitting on my doorstep and take it in. Cool that was fast...
I open the box to a refurb HR20-700, silver, no AM21 and nothing else in the box (no remote, no cords (power not included either), no nothing) except a note saying I'll get billed $470 for my old unit if I don't send my old unit back.
So of course I called DTV asking:
a) What happened to the black unit I was supposed to get?
b) Where's the return shipping material that was supposed to come?
c) What's the status of my AM21?
d) Where are the cords etc and am I going to get charged if they don't send them?
After my first call with a very rude CSR I was told that I basically get what I get and if I don't send the old unit back, I'll be charged $470. I got hung up on after asking to talk to a supervisor.
4 CSRs and two supervisors later, all of whom told me that even though I'd paid for the service plan I basically have to go to Best Buy for a new one and send the busted unit back on *my* dime, I finally got a CSR that could help me when I called back and went directly to cancellations.
So two hours on the phone later I have (hopefully) a new HR21 coming my way and a free AM21 to follow once it arrives.
The thing that bugs me about the whole thing is pretty simple:
Could no one simply say "you get whatever's next at the warehouse" instead of promising me something they couldn't deliver??
More importantly if you're only option for replacement is going to Best Buy, then getting a "credit" for less than you paid for the lease at BB, why do they even offer a service plan that's supposed to cover everything?
And finally how's it supposed to work without so much as a power cord??!?!?!??
I've been with D* since it was USSB and have never been so close to cancelling my service than I was tonight.
Aside from the one, all of the CSRs were just plain rude and had no clue what to do. The supervisors were the same. It shouldn't take going to the cancellation people to get someone to give you decent service.
If I owned the unit it'd be fixed by now, but I don't so I have no choice except to send it back to them. The least they could do is honor their commitment (and the plan that I'm paying for) and take their own equipment back.
They sent me to a supervisor for a follow up since the last CSR noticed all of the calls from this evening. I explained very nicely that if they mess up this order I'm cancelling and going with cable or Dish Network. This guy understood and comp'd me for a month's programming as well. There're still a few good ones lurking out there but it shouldn't be so hard to find them.
</RANT>
