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3 Messages

Thursday, March 28th, 2024 5:50 PM

unable so far to get a refund back on a directv charge for not returning a gemini receiver I received from Directv and did not order?

Countless hours waiting to get a supervisor to get my refund of $50 they charged me for not returning a Gemini receiver which I never ordered.... They used to email you a return label but not done now. They did actually send a box to me to return a mini receiver but no numbers or id were on it concerning my Gemini and I'm not returning it  without proper numbers which match to prove I returned the Gemini. That is the first effort  since December It is also useless because the box sat out on my doorstep for 3 weeks  and it was sent 4 weeks after the supervisor told me it would take 3 days?????  I have been with ATT and Direct both from Day one. But Att has ruined both companies in taking over Directv  They both have poor customer service if you can get a hold of a human. 

This is my last effort then its to the BBB which probably won't help but I'm tired of trying to explain to them what is going on....they do not get it????

ACE - Expert

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20.5K Messages

2 months ago

Sending a return kit by FedEx to be returned USPS is the old process. You can try calling DirecTV to resend the return kit, which historically would restart the return timeframe regarding the NRF. Don't know if it still works like that since they are prioritizing the new process.

The new return process is to take to a participating FedEx/The UPS Store location with your account number for the free return. Keep receipt showing they took possession of the Gemini (Client, not receiver).

ACE - Expert

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19.7K Messages

2 months ago

I think the NRF would be more then $50 for a Gemini client.  DTV has never sent just a return label.

3 Messages

2 months ago

They used to do a label but another story. I don't want to spend hours again getting in touch with a supervisor to get the authority again. I di take it to the Fed Ex and wasted my time they would not take it without a packing slip and a label to return it. I then went across town wasting my day to UPS same story would not take it without something from Directv so that ended that.  The box I got this time well its ruined from the rain it sat in for days...but it has the wrong info on it so to make sure I get credit it has to have what I am returning. They sent a box to return a mini controller so wrong SN ,SKu number etc....  It is to go to the USPS not Fed Ex or Ups so they still are doing both.  So the USPS is not the old way and yes the new way is what was to happen but if Fed Ex and UPS will not take it then that shows you what is going on at Directv. 

It just is not that hard but I'm not wasting my time holding for a super again.

Thanks for  your thoughts but its not working the way it should.

Frustrated 

Sterk03

ACE - Expert

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20.5K Messages

2 months ago

As mentioned it has to be a participating shipping location. Not all FedEx/UPS Stores are part of the program. Best to call first before going to one. And it usually has to be a main location, not a shipping annex or the like.

Sounds like they sent a return kit for a Mini Genie, which like the Gemini is a Client (not receiver or controller, hence model number starting with 'C').

Yes the old process is still done as is supposed to be used if you find yourself over 10 miles away from a participating shipping location. Resending the return kit wouldn't help if for the wrong equipment to begin with.

As you say never ordered, I gather it was never activated on the account. So the DirecTV agent would need to place a manual order, not something most are familiar with as this is a rather rare situation. When you next call and get the voice prompt say "cancel" as the retention agents are usually more knowledgeable. If needed request a supervisor.

3 Messages

2 months ago

Yes it was the main office both were participants of Directv but they still 

said they needed a shipping authorization and label, why would I make this up.  Yes I always ask for a supervisor but then I'm on hold for way too long that is why I don't want to or feel I need to go through it again, how many times can I explain it, this is the first time in 5 that I actually got a return box  so yo see why I'm upset with them. It is also hard to convince the agent that pics up that I'm not going to explain it again as you cannot help me anyway I need a supervisor and even they have not been able to get it right, why send me the wrong box/authorization as  I would never get credit for returning their Gemini?  Box never opened or activated I did not order it.  I need a supervisor who can understand the situation and then do what they are paid to do.  It no wonder the company is going down hill.  Just so frustrated with them.  In the past I have written the company and actually got an answer so I guess I will do that again and hope someone there can understand the problem.

Cheers

ACE - Expert

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20.5K Messages

2 months ago

If the original shipping box wasn't opened, then return to sender. Otherwise try a BBB complaint to send the issue to corporate.

The reason it is hard to convince the agent is that they are required to try and help first before escalating to a supervisor. They need to try and do their jobs first. That is how most companies operate, you cannot request a supervisor right out of the gate.


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