Bad customer service

I am a att employee and I have had a very bad experience with direct tv customer service reps. I had a bad genie so I called in to get a replacement, the rep says no problem. I get it in the mail and open it to find out it was a screen not genie, so I call back in rep says sorry I get the correct one out to you . All along I’m telling the rep that I need return labels for both the wrong one and the one he is sending he says no problem. I get correct genie no labels. So I call in rep says no problem get them out to you, now I don’t have a local ups store to take them to I live in the country, 10 days later I get a letter saying take thin to ups store so I call back in and it goes on until I final get return labels and sent them next day 1 was received   Next day now 11 days later I have no tv service and can’t get it back until I pay for the 2 receivers I need help I have proof that 1 package was delivered on May 31 I have no tv service today horrible customer service