2 Messages
Old Hot boxes and Rude Technician
I have one main box and three small boxes (2017) that are so hot one cracked the top of my dresser (I have photo but can't figure out how to attach it). I called for replacements since I was afraid of fire. An appointment was made; the tech never showed, never called. I called and made a second appointment. The tech came and basically dismissed anything I had to say, except that he agreed the boxes were very hot, except for the main one. I asked him if he was going to replace the boxes. He said he didn't have any. I was shocked. Why was he here, then? We had words about him respecting a loyal, long time customer (and my time for two non-productive appointments), and me respecting his 24 year career with whatever. I didn't know because he wouldn't give me his name or show ID. I don't even know if he was a legit Directv employee or third party tech. He came in a pickup truck without any company name. I have paid extra every month for equipment coverage since 2016. That's more than $1100. I've actually paid for new boxes and deserve to have a technician who is courteous to install them. I don't have a question, only hoping someone from Directv will see this and knows about the awful customer support that is out there. And, don't even get me started on the phone agents who tried to sell me more stuff when I was calling only about the rude tech. They did get me another appointment but made sure to say that with any new boxes comes a 2-year contract. We'll see how this next appointment turns out.
Accepted Solution
Juniper
ACE - Expert
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22.9K Messages
6 days ago
Warranty replacement of a box is drop shipped ($19.95). Tech is only needed if they need to do work on cabling, dish, etc. They do NOT come with a 24 month service agreement.
Upgrades of equipment come with a 24 month agreement. Check the order confirmation to be sure, but I would say CANCEL THE ORDER. Callback and when you get the voice system say "cancel" so you get a retention/cancellation agent who is usually more experienced. Be clear you are not upgrading, but just needing a warranty replacement. If they cannot sort this out, request a supervisor.
Personally I find the Equipment Protection Plan a waste of money. With delivery of replacement boxes being $19.95, service calls $99, and remotes $15 (though cheaper through online retailers) you should never need it often enough to make it cheaper as you pay for it whether used or not (as shown by the $1,100 you've given away).
I hope your next contact gets this taken care of for you. If not, than submit a BBB complaint as you have not been given the correct options.
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shannon02
ACE - Expert
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21K Messages
6 days ago
DTV usually sends replacement receivers using FedEx, don't know why they are sending a $99 tech for a service call. Replacing defective receivers doesn't start a new 2 yr commitment.
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xhogstr
2 Messages
6 days ago
I was told I couldn't get new receivers without another 2 year contract. I was told that twice out of the numerous people I spoke with. At first, they were going to send me two receivers via FedEx but because I have 3, possibly all 4, with the same problem, they decided to come and see for themselves. I guess they didn't believe me.
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Good4u
Contributor
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188 Messages
2 days ago
If it is important for you not to have a new contract then you will want to cancel the upgrade and get a service call made. However, be aware it will be at the tech's discretion what boxes to replace with a service call.
I think the phone reps have a metric they are evaluated on regarding how many service calls they create so there is an unintended incentive to turn what should be a service call into an upgrade.
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Juniper
ACE - Expert
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22.9K Messages
2 days ago
Agents are incentivized for upgrades as that secures a 24 month service agreement for the customer. So the issue isn't so much a service call metric but the upgrade metric.
Offering an upgrade as an alternative to a warranty replacement or service call is fine as long as all proper information is gone over. Claiming an upgrade is the only option is wrong. If only box is the problem, then service call is also wrong as they should just drop ship the replacement.
You cannot be guaranteed "new" regardless if warranty replacement, upgrade, new customer, etc. Practically all boxes are refurbished at this point as they are not flying off an assembly line. They are supposed to be put into "like-new" condition, which means they do what they are supposed to and warranty just continues (part of the reason why boxes being owned by DirecTV and not the customer is still better).
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