New Member
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1 Message
Defective Equipment Returned
My Account was charged $127.80 for equipment I returned but evidently not received at DTV. I used the exact box and label provided, hand carried it to the post office, & thankfully kept the receipt with tracking info. It took several phone calls to get the charges reversed but service rep seemed to simply write it off without investigating location of equipment. I have since located the tracking info from the USPS, as follows, dated 1/30/2023:
XXXX XXXX XXXX XXXX 0002 4687 09
This was extremely aggravating and took up too much of my time plus having to be charged on my credit card, then wait for credits posted. DTV promises good service but should look harder at their system & procedures for returns before charging customers for defective returned equipment.
Juniper
ACE - Expert
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22.9K Messages
2 years ago
This has been an occasional issue since AT&T updated DirecTV's return process to match theirs. It is a bulk return, plus shipping and warehouse challenges since the pandemic just compounded any existing issues.
Glad you got the charges reversed. I would consider a BBB complaint as this is too late in the game for this particular problem to still be a concern. I hope with the new co-owner taking over management of DirecTV from AT&T that they will address problems like this.
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DIRECTVhelp
Community Support
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255K Messages
2 years ago
Hello, thank you for bringing this to our attention. We are sorry to know that you were charged on your card for this incident and had to spend time clarifying your case. Please be sure that your feedback is highly appreciated since it helps us to improve our services, and know that we are paying attention to your observation. We'll be ready to assist you 24/7 if further assistance is needed. Thank you for choosing DIRECTV. Lina, DIRECTV Community Specialist
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platinumplatypus
Contributor
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10 Messages
2 years ago
Next time dispute the credit card charge and offer your proofs to the card issuer and to DirecTV
The convenience of authorizing a vendor to make a recurring charge to your revolving credit account tends to lead to this kind of misuse.
Vendors usually know what they're doing. You'd be surprised how many people don't hang on to their receipts or don't spend the time to follow up.
If you don't authorize the recurring charge they send you a bill, and you can respond with your receipt number. They selected the shipper and paid the freight. That makes the carrier their agent. The shipment became what's called "Freight On Board". The shipment became their property when the carrier took possession. It was their shipment to track, to file a claim for lost freight for, etc. Your responsibility ended when the carrier took possession. Your receipt was the only proof you needed. You didn't need proof of delivery.
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