Contributor
Return Equipment
We canceled our account on May 23rd and was told that they were going to send us a equipment return kit. We received the return kit (box), but it was too small for all 3 receivers. I called on May 31st and told Mary (customer service rep) that the box we received was too small. After being on hold for an hour, she told me that she was in the wrong department to help me. That she needed to transfer me to another department. By this time I was extremely upset. She then told me that she got a hold of someone in their back office and told me to take our equipment to a Fed Ex or UPS store. I told her that the closest one is 45min away and I can not drive!!! She then told me that they would be sending out a larger box for all the receivers.
Today is June 13th and we still have not received the larger box and now I have received a letter stating that if we do not return the equipment by the 21st we will be charged $135 receiver if they are not received by then. I called Directv again and after talking to Jordan and being on hold for 1hour and 4minutes I was told that after being on the phone for him this long he still didn't have a confirmation that a return kit (box) will be sent. Hopefully they will be sending out a return kit because I can not get to a FedEx or UPS store. I sure hope I actually get the return box so I can send them back to Directv. I have been on top of this the whole time and it is not my fault Directv doesn't have the equipment. This is just ridiculous!!!!!
What am I supposed to do when I can't drive and there isn't a Fedex or UPS near me and I can't get anyone to send me the return kit?
litzdog911
ACE - Sage
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46.4K Messages
6 years ago
What are the model numbers of the three DirecTV boxes? It's possible that you don't need to return all of them if they're older models.
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mlvart
Contributor
6 years ago
I have 2 letters with all 3 model numbers listed on them. Every time I call I am told that they all need to be returned.
Model: D10-300
Model: HR24-500
Model: R22-200
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Agent told you generic info. All 3 of those models are non-returnable.
All "D" models like your D10 (D12 last one made) are unusable. These are MPEG-2 (SD only) boxes. The MPEG-2 feeds started shutting down April of this year so those boxes are now paperweights.
Though the R22 has some MPEG-4, built for areas that did an early adoption of it for locals, it is still from the end of SD-only equipment and cannot provide full MPEG-4 by itself as needs a full HD or HDDVR box on the account to be fully used.
The HR24 is the last regular HDDVR made. Though still a fine model, all non-Genie HDDVRs are now non-returnable (within the last 2 years). They are built to use the old cabling and receiving dishes, so DirecTV is moving forward with equipment that only supports their current generation setup.
So none of them are needed back (D10 is ancient, R22 is old, and HR24 was last box compatible with last generation setups). Remove their access cards before recycling the boxes. You might get an envelope within 30 days to send the cards back, otherwise you are free to dispose of securely like a credit card.
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