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K

New Member

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4 Messages

Wed, Aug 18, 2021 7:51 PM

Returning DIRECTV equipment

I called in to cancel my DIRECTV account a few weeks ago. The cancelation date was set for the day after my billing cycle. I was told by the rep on the phone (who helped me cancel my service) that I should be expecting a box to send back the equipment once the cancellation is completed. I have yet to receive a box, however today I did receive an email acknowledging that my account has been canceled followed by another email instructing me to return my equipment to my local FedEx store. My service was installed sometime in 2016 and I received the following equipment:

  • 1 Genie HD DVR (Model # is HR44-200)
  • 2 Genie Mini Clients (Model # is C41W-100)
  • 1 Wireless Video Bridge (Model # is WVBR0-25)
  • 1 Power Inserter (Model # is PI21R3-16)
  • A splitter (Model # is MSPLIT4R1-03)
  • 3 remotes

All of the equipment mentioned above (with the exception of the remotes) have serial numbers. The email I received states that I should return the 2 Genie Mini Clients (C41W-100) to the FedEx store. It does not mention any other the other pieces of equipment in my possession that I received during the DIRECTV install. What do I do with the rest of the equipment? Will I still be receiving a box to ship them back? Or do I have to contact DIRECTV and let them know that I still have it? I've read on here that some equipment may be non-returnable. Does that situation pertain to my equipment? I don't want to be charged for the equipment.

Accepted Solution

Official Solution

Juniper

ACE - Expert

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14K Messages

3 m ago

A return box (the old process) is only sent if over 10 miles away from a participating shipping location.

How To Return The Equipment 

Go to a FedEx or UPS location with your account #. No need to bring a box or label, the equipment will be boxed up & shipped out at no charge. The process takes less than 5 minutes.  

Only receiver/client boxes get sent back. The remotes, WVB, splitter, etc. you own upon install.

I would try returning the Genie and all Mini Genies to be safe. They 'might' no longer be returnable models.

Juniper

ACE - Expert

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14K Messages

3 m ago

Oh and make sure to keep receipt for any boxes the shipper does take.

New Member

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4 Messages

3 m ago

I appreciate the reply. Do you know if they'll acknowledge receiving the Genie HD DVR (HR44-200) if I send it back even though they didn't ask for it? I don't want to end up in a situation where I send it back and it gets lost because the equipment wasn't requested in the email and therefore the serial number wasn't scanned and marked as received and then later they end up requesting it.

Juniper

ACE - Expert

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14K Messages

3 m ago

Traditionally there isn't a return acknowledgement. Only if they don't get back a returnable model does notice sent out.

Sometimes the shipper can still scan a recent model, so will provide receipt that they have possession of it. I would hold onto that for at least 6 months, per shipping delays as well as slow processing in the warehouse since the pandemic.

New Member

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4 Messages

3 m ago

So to confirm, you're suggesting that I send back all three boxes in case the HR44-200 box requires return? And to cover myself for future disputes, you're suggesting that the FedEx rep should give me a receipt labeled with serial numbers indicating that I returned the boxes to the shipping center. Will FedEx still ship the HR44-200 box for me even though it wasn't requested in the email?

shannon02

ACE - Expert

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15.3K Messages

3 m ago

The receipt is the proof you returned it.

Juniper

ACE - Expert

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14K Messages

3 m ago

Yes that is to cover yourself. Plus saves you a separate task of recycling the receiver yourself. If they don't take it, then just remove access card and dispose of like you would a credit card before recycling the box.

They do a mass shipment, not individual per customer. That is why the shipper takes the equipment with no shipping box.

New Member

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4 Messages

3 m ago

Okay sounds good. I appreciate the advice!

shannon02

ACE - Expert

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15.3K Messages

3 m ago

Keep the access card for a month or two to see if DTV sends an envelope to return it if they will not take the HR44.


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