New Member
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1 Message
Protection plans
I was offered a protection plan at a discount. I accepted. When I was transferred to the Service department I asked them about this and they said they were not aware of this plan. I have one through ATT and I am paying twice as much a this protection plan is planning to charge for three years. I called your company back and asked them to disregard my acceptance which they did. How is it that Direct TV offers this plan and the ATT service department is not aware of it? I understand that you are a separate entity however if You coordinate your service with ATT I would think they would be aware of it. I gave my personal info to your associate and I felt uncomfortable doing so because of this so that is why I canceled my acceptance of the discounted protection plan. Have these alternative plans always been available? If so, why did they not offer them when we first started with Direct and ATT?
DIRECTVhelp
Community Support
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255.1K Messages
2 years ago
Hi. We're sorry about the protection plan discount misinformation. DIRECTV is here to clear up the charges on your account. 💬 To start, I will send you a PM, so we can take a closer look together. Ana, DIRECTV Community Specialist
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shannon02
ACE - Expert
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21.1K Messages
2 years ago
DTV only offers 3 protection plans and the basic plan is the only one DTV actually handles as that only covers service calls, shipping of replacement receivers and replacement remotes, the other two are run by a third party company. AT&T sold off 30% of DTV and the new partner is handling the day to day operations.
I doubt there is a discount to any plan and that it was a scammer calling.
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Juniper
ACE - Expert
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23K Messages
2 years ago
@nvallejo
DirecTV is being managed by a new co-owner. Even before than, many AT&T agents (particularly legacy ones) were unfamliar with DirecTV options since the acqisition. So don't expect an AT&T service department to be savvy on DirecTV options.
The Equipment Protection Plan (EPP) has 3 levels: EPP, EPP Premier, and EPP Premier with Accidental Damage Handling (ADH). Historically, it has never had a discount option. At best the agent was misrepresenting the offer or lying completely about the discount, but at worse that was a scammer.
The EPP has been offered for years before AT&T acquired DirecTV. The base version is currently $8.99 a month ($107.88 a year). Covers delivery of replacement boxes ($19.95), service calls ($99), and replacement remotes ($15).
As remotes are cheaper through online retailers, and you shouldn't need replacement boxes or service calls multiple times a year (or even one every year), personally I find the EPP to be a waste of money. If you are someone who prefers to have a known monthly cost instead of having reserve funds to take care of a rare issue, even though you pay more in the long run, then it might be a good value. Otherwise, just cheaper to pay as needed instead of all the time.
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