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R

New Member

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4 Messages

Tue, Nov 22, 2022 6:00 PM

Performance vs greed

Mt account with Direct TV has been canceled for a year and a half.  They sent me a box with USPS return label for their device.  I mailed it back the next day. They called several time saying they don't have it. I explained that I mailed it back and each time the rep says it's OK, They took care of it.  Now I'm getting letters from debit collectors. Just got my second one today from a new collector.  Direct TV has yet to should me any proof that they don't have the device. I have my receipt from the post office but they have nothing.  A simple trace on the tracking number for the prepaid label should show it was sent from my post office, yet all they do is harass.  I have my proof but to take them to court would cost more than what I owe. Now that they keep harassing me, I can have more standing for a civil case.  All I wanted was to disconnect. 

I wasn't even dissatisfied with the service but that opinion has changed since the greedy giant is dysfunctional. Doing a quick search shows Direct TV uses this scam on many of their customers.  Either they are simply mean or dysfunctional, which one is it?

Juniper

ACE - Expert

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17.2K Messages

17 days ago

This is not a scam. However, since the pandemic they have had issues with returns. Usually the problem is delays with the new return process as is a bulk return agreement with the shipper, but if you were sent a box with a USPS label then that was the old process which is an individual return.

Not sure what proof they could show of not having it, other then their hands are empty (easier to show proof of having something as opposed to not). But with your receipt from USPS, I would consider a BBB complaint.

At least you used the right shipper. Sometimes someone would drop off a USPS return through UPS by mistake.

New Member

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4 Messages

16 days ago

I would bet each device they recieve is scanned or recorded. That data is then used to monitor placement in millions of homes or businesses. They should be able to do a quick scan of that serial number or an internal routing control number and verify where it is located.  If it doesn't say my house, the device is within their system or the post office lost it. So that is a very quick way for them to show an empty hand.  As stated before, they can request a trace on the shipping label.  Seems these two very easy verifications would be the standard first steps before harassing former customers, yet they show zero efforts. I've requested information on both of those simple forms of data and get nothing in return but another bill and threats. Just, take our word for it, you owe us money.  A simple internet search shows the exact same thing is happening across the nation to Direct TV former customers.  Some are dated before the pandemic.  Seems this is a sustained practice or incompetence.  Either way, just sending out bills and hoping people pay them to avoid the harassment and threats is terrible.  There really isn't a legitimate excuse for being lazy. 

Juniper

ACE - Expert

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17.2K Messages

16 days ago

When a box is received, the serial number is logged. If it doesn't show logged in, then they don't have it. USPS only loggs their shipping label and tracking number, not the contents. There is no communication from the box itself on where it is as satellite transmission is one-way.

As you are getting notified, that says according to their system they didn't receive it. With a BBB complaint that kicks it to corporate they can recheck, but that is no guarantee the answer will change.

I agree the return process had a lot of issues after AT&T updated it to match theirs, which was before the pandemic. The pandemic compounded the issue. Now a new co-owner is managing DirecTV, so hopefully processes will smooth out over time. Though there are problems to be addressed, which is understandably a struggle with low staffing, I feel it is unfair to call them "lazy". They are most likely working harder to get through all that has occurred in the last few years and I bet many of their agents feel like they are treading water. You have a legitimate complaint with the return, but that doesn't mean they are doing it on purpose or because they aren't working hard enough.

(edited)

New Member

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4 Messages

15 days ago

Your missing some point.  Tracking a package shows each location where it was scanned giving a time/date stamp.  I think we all realize USPS doesn't verify content but that's not my point.  A trace shows that I recieved the box and it shows I shipped a box. While I might be some sort of deviant individual a just want to keep a device that serves no purpose to me, it does narrow the the mystery to I still have it or Direct TV has it.  Doing nothing on Direct TV's part is lazy. You also assumed I was saying each device has some sort of tracking device . Nope, not what I said. I specified the serial number or some internal tracking number.  Either would be, or should be simple to scan and verify where it was sent. This form of inventor control has been used more than 35 years ago.  Yes, errors can occur if an employee doesn't scan each device or incorrectly enters data but again, this narrows the search.  All I asked from Direct TV was some sort of proof or attempt to resolve the issue.  All them seem to do is go from one collection agency to another. Harass the customer, keep harassing the customer had hope they pay just to stop the harassment.  Seems lazy to me!  

I'm also guessing your an employee, contracted service or a bot. Either way, you diehaed defence of Direct TV must be funded and another example of manipulation by AT&T. Seems simpler and more productive to just fix issues and have happier and content customers. Think of the money they would save. But then you would be out of a job or unplugged.

I didn't anticipate this forum would provide answers or bring any sort of resolve. I simply wanted more light on exposing the Direct TV and AT&T scams. As you admitted, they have had a lot of issues. Not fixing them and by continuing the same failed processes which abuses customers certainly is lazy or a scam. It's not good customer service nor good business.  

Juniper

ACE - Expert

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17.2K Messages

15 days ago

I have given my perspective and opinion. It doesn't have to line up with yours. I am neither an "employee, contract service, or a bot". I am a free customer, deal with it.

I "admitted" nothing. Just stated as it is, was not hiding it or anything like you make it sound.

While I agree there are problems to be fixed, I disagree with your assessment they are doing it on you on purpose and are lazy. No business is perfect and if there are enough issues (big or small) then it would be practically impossible to fix all of them at once (or just the ones you care exist).I feel AT&T bit off more than it could handle when it acquired DirecTV. They seem to be trying to mitigate the overal issues with having a new co-owner take control. It is too early to say if this will put in the improvements we all want to see or not.

Either call customer support possibly speaking to the retention/cancellation department (say "cancel" at the voice prompt) as they are usually more experienced, or file a BBB complaint if you have exhausted the primary route. You have your options. No manner of insults or accusations will change that.

New Member

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4 Messages

14 days ago

You win, I conced. How could I be so foolish to think someone intimate with DTV working would be somehow beholding to DTV.  Didn't intend it insult you but your replys just seem too company manufactured to be random. As you said, guess I'll just have to"deal with it". 

Please feel free to take today off and go shopping. I feel terrible that you worked, or not worked, on Thanksgiving day to provide me with wise guidance. 

Certainly, I will file a complaint with the BBB. My complaint can be added to the more than 2k of bbb complaints in the past 12 months.  However, they had over 7k of complaints in the past 5 years.  Seems they are above average in complaints this past year.  Maybe they aren't correcting issues?  Not saying they are lazy, no sir. Just wondering why the data looks worse. I mean I've seen the same minor issue unresolved over the past 18 months even when I presented proof that the item was shipped. I'm sure they are still working hard to fix everything. 

I just need to learn that my experiences can't override the status quo policies of corporate deities. If get another notice from a third collection agency for the $142 device I already shipped back I can add it to the complaint.  Silly for me to think they would verify their accusations. I have a hard time blinding accepting someone's "facts" when they are contrary to reality. Just seems reasonable to ask DTV to present some, any evidence. That is why I call them lazy. I could downgrade lazy to apathetic which might be more accurate? 

No need to reply. You've given me lots of great advice.  Now I need to get busy! 

Juniper

ACE - Expert

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17.2K Messages

14 days ago

I got help years ago in the forum. From that have been participating more to provide help and guidance like I once was. It is something I choose to do on my free time. In the end I am still just a customer.

It was a relaxing day on the computer for me. It was no skin off my nose to respond to any posts I was notified by email, simply did so when I took a break from my other activities.

I already have the day off, as it is a Federal holdiay weekend. Will not use it for shopping though, as I don't deal with the "Black Friday" crazies. And shopping is not a form of entertainment for me as I just get the necessities.

To be clear, I wasn't trying to diminish any issues they have. Was pointing out factors that escallated the problem to where it is slow going (and probably a struggle) to get it all fixed. Struggling to fix problems, while migrating everything over to a new co-owner taking over management, is neither malicious to the customer or being lazy. Yes there are things to be fix, but nobody is personally intending issues on you.

Collection agencies acquire debt but are not known for proactively verifying. Anything you do to dispute with DirecTV (even through the BBB complaint), you may also have to verify with the collection agency as well in case they are not automatically updated.

Unfortunately receipt and tracking from USPS only would verify a package was delivered at best. That doesn't validate what was in it, as that requires when the serial number of the box is logged in. This is where the new process that AT&T added to DirecTV is better. Taking to a participating FedEx or The UPS Store, they log in they are taking possesion of that serial number as verified by your receipt. But the downside to the new process is they do a 'bulk' return, so only send back once a threshold is reached and DirecTV only verifies box upon delivery. That delay has caused some to get non return fees (NRF) that had to later be reversed. If the shippers could just transmit a simple status of having that serial number, then it would cover both sides of this issue.

If I feel like replying, I shall being that I have free will and this is a public forum. But I do conceede that at this point the conversation has come to a close. Though we didn't see eye-to-eye, I do hope they validate your return and you can move forward from this.

(edited)

shannon02

ACE - Expert

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17.1K Messages

14 days ago

I assume that scanning the boxes at a UPS/FedEx store does notify DTV's computer that the boxes have been returned and it doesn't matter how long it takes it to get to their refurbishing unit.

Juniper

ACE - Expert

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17.2K Messages

14 days ago

I question that with the posts we have seen of boxes still in possesion of shipper and NRF gets charged. For if it does send that info, then where is the problem with NRFs being charged and only reversed once DirecTV physically gets it back?


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