New Member
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3 Messages
Costly, poor service
My Directv receiver has been turning off automatically/sporadically for over a week. 4 times just today! I called the cust. service #, spoke to a man named Vin...he seemed helpful until he said he would need to send a technician to my home to fix or replace my receiver...at a cost of $99.!! ...or $8.00/mo for a protection plan. ARE THEY NUTS? This is not my equip, I've been a cust for over 20 yrs, he had the nerve to say I was a valued customer... wonder how they treat their customers who aren't yet valued??
litzdog911
ACE - Sage
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46.7K Messages
3 years ago
What is the Receiver/DVR model number?
Typically they can simply send you a replacement that you can swap yourself for a cost of $20 (free if you have their Equipment Protection Plan).
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Tiger593
ACE - New Member
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1.6K Messages
3 years ago
What type of receiver do you have and are you sure it is not turning itself off after being on for 4 hours with no activity?
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shannon02
ACE - Expert
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21.3K Messages
3 years ago
You own everything but the receivers to maintain, $99 is the standard service call fee to replace anything needed to fix your system and comes with a 90 day warranty.
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Goodgalsal
New Member
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3 Messages
3 years ago
Neither of these comments is relevant to my issue. AT&T has already reached out to me, apologized, and is sending me a new receiver. Their equipment is determined defective.
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litzdog911
ACE - Sage
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46.7K Messages
3 years ago
Ummm, OK. Hopefully their diagnosis was accurate. Keep us posted.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
@Goodgalsal
A replacement receiver is $19.95 delivery. The $99 is only for a service call sending a tech.
The box is DirecTV's equipment. Since the warranty on the box is indefinite (no expiration as long as there is an equivilent replacement), they require shipping to be covered.
The reason a service call is not free is because the rest of the equipment (cabling, dish, etc.) is yours and per the Terms of Service (ToS) it is your responsibilty to cover the cost of the service call.
Equipment Protection Plan is optional. Perseonally, I don't suggest it. AT $8.99 a month ($107.88 a year), whether you use it or not, means you end up paying more than the one-time costs whenever needed (which shouldn't be often).
Being a customer for over 20 years doesn't change those facts. As for being a "valued" customer, that is a buzz word many companies expect their agents to say something similar. It is because the culture of customers expect to feel special, whether they are or not.
All comments made are relevent to your issue. Your concerns with costs of replacement/repair and who is resposnible was addressed. Questions were asked to get further info to see if guidance could be provided to get a quick resolution and avoid waiting on a replacement box or a service call (and the costs associated with either). Your not liking the responses doesn't change that.
Well hopefully the troubleshooting was correct and a replacement box will be the fix. If it doesn't take care of the issue, please post back with further details (symptoms, error messages, model of box, etc.) and other users will be willing to help.
(edited)
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