Scholar
•
126 Messages
I can't believe Directv could be this incompetent
I posted elsewhere about replacing a failing standalone HR22 with an HR24. Directv made a miserable mess out of the order. The order was started on 2/23 and as of 2/27 the order was clearly stuck (online anyway) saying it was "in process" and that we would let you know "when it ships"... They said that even though the HR24 had already arrived on 2/25.
Today, we got Technical Support to help us deactivate the HR22 and activate the HR24. That went OK and that person told us as did all the folks on here (I posted the following in another recent question) that we DID NOT neet to return the HR22 but instead to recycle it. And they also assured us that we WOULD NOT BE SIGNING UP FOR ANOTHER 24 MONTH EXTENSION...
And then came the horrifically bad docuent, the "AT&T Customer Service Summary" and oh my, first it showed that we had ADDED a TV when instead we had simply replaced one failed DVR with a working one. And THEY ALSO SIGNED US UP FOR ANOTHER 24 MONTHS OF CONTRACT which we were also told my multiple folks would NOT be required... ....
Now, because I'm too mad to want to talk to these people, my wife is on the phone and has been on the phone for HOURS and has talked to at least FIVE PEOPLE and the feedback so far is that they CANNOT REMOVE the 24 MONTH CONTRACT crap...
WOW!!!! This is PROFOUND INCOMPETENCE, PERIOD!!!!! That's as kind as I can be right now...
Juniper
ACE - Expert
•
22.8K Messages
5 years ago
If a warranty replacement (only can be ordered via live agent) was ordered as an upgrade in error, then when you called back the agent should document that in the notes. That way if you chose to cancel within that 24 month period, it would make it easier for the agent to verify that the ECF would be invalid (instead of having to do all the research all over again) and submit a waiver on it.
I agree it would be better if their system had a way to remove a proven erroneous service agreement, instead of having to waive/credit ECF after the fact.
As a note both are non-returnable models. Only boxes that exclusively use the new SWM system, and not the old cabling, are returnable. That would be any "Genie" or the H25 that are SWM-only (though 1st generation HR34 and C31 are non-returnable being surpassed by the later models.)
0
0