Tutor
How to return Directv equipment
To whom it may concern,
I have been a Directv customer for 15 years, so you have made over $15,000.00 dollars from me. I have called Directv 7 times now. The first time was July 8th, 2019 to cancel my account, due to selling my home and travelling the country I explained this to the first person I spoke to and told her I sold my home and needed to ship back the receivers.I gave he my new PO Box, and she told me she would send me a shipping label in 2 to 7 days, Nothing arrived. I called again this time I was told I need to take the receivers to a FedEx where I'm at. The FedEx here does not do that and so from what I have been able to find out is the closet FedEx is 2 hours away. I called again and was told this time Directv does not send out shipping labels, and they tried to tell me they could send me boxes to ship the receivers back. Directv told me they would send the boxes to the address where I used to live. Again I explained to them that I did not live there any longer. I gave them my new address and was told again to wait 2 to 7 days for the boxes to arrive. Again no boxes. I called again and this time was told they would send me a shipping label. I told me the other person I talked to told me they do not send out shipping labels. (which is it) I was then put on hold and after 30 minutes waiting was cut off. I called again and was given the run around again. Working in Law Enforcement for the last 25 years, Directv is running a scam. They don't want the receivers back all they want is to charge you for the receivers. Last time I called was August 1st, 2019, I was told then to expect a shipping box in 2 to 7 days. No box! Directv is all a bunch of liars and con artists. I will tell everyone I know all about how they treat customers.
shannon02
ACE - Expert
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20.7K Messages
5 years ago
Only the HR44/54 Genie and the HS17 Genie2 and all forms of the C41/51/61 minis are returnable. Since it has been more than 21 days and you haven't been billed the NRF you should go to this website to get a shipping label to send them to them for recycling https://www.goodwilldenver.org/dtvcustomer/ or take them to an E waste center.
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ddethman
Tutor
5 years ago
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ddethman
Tutor
5 years ago
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
The primary return process is taking any returnable models to a participating FedEx or UPS store (not USPS) for the free return. Have account number handy and get receipt showing they took possession.
If you are over 10 miles from a shipping location that participates in the return program, then DirecTV ships you a return kit (not label only). They will not ship to a P.O. box, but the physical service address. They ship to you by FedEx, but the return instructions should show you drop off with USPS (not UPS store) going back to them. The normal delivery time they quote is 3 to 5 shipping days.
What are the model numbers of each box you have? (model, not serial, receiver ID, etc.).
Having an issue with the return process does not mean there is a scam.
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ddethman
Tutor
5 years ago
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ddethman
Tutor
5 years ago
Model: C41-700 Model: HR44-700
Serial Number: G34DQ4TF005072 Serial Number: G33DV5LU000271
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
Those are the oldest returnable models.
If over 10 miles from a participating shipper then call DirecTV, verify the physical address (not P.O. Box) is correct and have them ship a return kit. If a return kit was already sent, and to the correct address, have them check the tracking number.
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ddethman
Tutor
5 years ago
What do I do now
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
Just because the situation is not what it should be, doesn't make it criminal. I agree there is a problem here, but not the intention of the company. Making false accusations doesn't help the situation, as I would expect one who has been in law enforcement to understand.
Call DirecTV back and when you get the voice system say "cancel". This will route you directly to their retention department which is normally more experience, more quality agents. I would consider requesting a supervisor as well because 7 times is way beyond reason. Have them check the prior order of the return kit to see what happened, such as if it was sent to the old address, just so all bases are covered. Make sure the supervisor is aware you have been through this multiple times already. You have every right to be upset, just don't take it out on the agent as they are just trying to fix the situation after the others before them failed to do so. That wouldn't be pleasant for the agent either having to clean up the mess that should have be resolved many calls ago.
With the new shipping process and an account migration that AT&T has implemented for DirecTV, this has resulted in many issues. I will be glad when they get it all fixed.
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ddethman
Tutor
5 years ago
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
Return kits only going to the physical service address is basic knowledge. Anyone in retention should know that. Ugh, I have heard of companies where they might hire someone straight into retention instead of being a front line agent first, so wonder if that is what is going on.
Upon that P.O. Box answer, I would have immediately requested a supervisor as if something so basic was gotten wrong I would be very hesitant for any other info provided by that agent.
I so hope that call got monitored by their Quality Control/Assurance process as that agent needs severe retraining.
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