Return equipment

@gregeusa 

Saying you were not at the correct location was not lying. You are adding what is not there. There are drop off location/shipping annexes for UPS that do not participate in DirecTV's return program.

My suggestion was either you were mistaken about it being a participating return location (which would not be accusing you of lying) or that the worker there was clueless about their own place's programs. If it wasn't a participating location, then yes the employee would be clueless.

So again, he never accused you of lying. And there was no insult in there either. You are adding statements that were never said or overtly implied.

Let's boil it down.

There's a lot of "pat" answers on this forum. "This is the way it works" we are admonished, even telling people the message on their screen is impossible.

So I pointed out a clear example of it not working the "pat" way.

This forum is here to help people, not tell them they are wrong, or they went to the wrong store, or the store was not UPS, or the employees were not trained.

It should be here to help people.

The bottom line here is there are plenty of examples of "holes" in the return system, and I got NO acknowledgement of receipt by DTV.

This does not instill confidence in the system. Perhaps DTV will read things like this and IMPROVE the company. I don't care whose responsibility in the chain of events is:

I'm the CUSTOMER, I PAY for the service, and often the SERVICE is LACKING.

Point painfully made.

@gregeusa 

We are informing how it 'should' work. When something is said that doesn't line up with that, we try to logic out what happened. That doesn't mean we call someone a liar, but as described shouldn't happen. So that boils down to either something was miscommunicated, the poster had a misunderstanding, or another entity (such as a UPS employee) gave bad info.

If you go to a UPS store that participates in the return program, but the employee there is clueless, then yes that would suggest poor training. That wouldn't be an issue on your end but the store.

It is agreed the return program is lacking. It is one of a few things that had trouble from AT&T trying to update DirecTV's policies and procedures to match theirs. I am really hoping to see improvements from the new co-owner taking over management, but it seems the wheels are turning slow on that front.

Just remember pointing out where something doesn't line up with what 'should' happen or that there may be an issue with either your understanding or with the info a 3rd party gave you is not insulting you or calling you a liar.

I suspect part of the trouble in this thread is multiple customer scenarios so people were losing track on who was responding to whom. That is why when others post with other issues in a thread I try to use the mention option to clearly put who I'm responding to.

Thanks to all who provided inputs.  I returned my equipment yesterday to UPS Store and brought everything, HR24, HR44, HR54, two C41 and all the associated power supplies.  Luckily at my store, the clerk was very familiar with the process and it was a quick in and out.  The receipt I got listed all the items and showed accessories were included.  The clerk told me to hold on to the receipt for a year in case DirecTV tries any shenanigans.