Contributor
Returning Equipment
Why do you not have an address to return equipment that is available to the public? I have called 5 different times and each time, I am told I have to take the equipment to a FedEx store or a UPS store. The equipment that needs to be returned is located at my home at Boyle, MS 38730. The equipment was in our second home located at Oxford, MS 38655. We DO NOT live there and the first rep I talked to when I disconnected told me she would send the equipment box to my billing address. Your company never had a problem mailing me a bill or soliciting my business at that address! I have talked to 5 people, each one with the exception of the last two said the box would be sent to my home address and that has not happened yet! The fourth person said there was some kind of "error message" that kept coming up and they could not ship to the billing address because of that. She told me to take it to the USPS and they would mail it back to you without charge. Of course I went to the USPS and they said no! Today after talking to the fifth person, I read the e-mail she sent me and it is still advising me to go to a UPS or FedEx store. I have had it with all of this. You are going to charge me a fee for not returning the equipment even though I am willing to pay for sending it back and pay out of my pocket. I have never had problems like this with any company before. [edited for privacy – please do not post personal information]
Jessirolli6
Contributor
5 years ago
If they have your debit card information, cancel your card and get a new one! I’m going through the same thing and they charged me $280 because I haven’t received the 8 boxes and kits with labels they say they’ve sent but I’ve never received. They won’t even give me the option to drop off my receivers at a ups or fed ex store. I was willing to drive the hour drive to the nearest but they told me no. I asked for a label to be emailed to me, they said no. I asked to take it to a directv installer location and they said no. They have left me with no solutions on how to get these boxes back other than wait for a kit with a label that never comes. It’s been going on for two months now. So my advice make sure they can’t get your money because that’s all they want.
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
DirecTV does not provide an address as they do not have customers pay out of pocket for the return and shipping insurance for the company.
Normally you take any returnable boxes to a FedEx or UPS store that participates in the free return program. However, if you are over 10 miles away then you are supposed to be shipped by FedEx a prepaid return box to your physical service address that goes back by USPS.
A 2nd home is supposed to have its own account for proper billing, locals received, taxes charged, professional sports teams in-market, and of course the correct physical address where equipment or return box is sent. Because this has violated the terms of service and Federal regulations, AT&T is now closing the loophole where DirecTV used to turn a blind eye to these situations and now properly requiring separate accounts. You can suspend one account when at the other place (up to 6 months within a 12 month period) so you don't have to pay for full service for both at the same time.
But that of course is only if the boxes are returnable in the first place. What models are each of yours?
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bull2809
Contributor
5 years ago
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
Hmm, that might be difficult then. Their system ships to the service address as that is where the boxes are expected to be. You would need to call DirecTV and speak to the retention department (say cancel at the voice system) and double check if they can be shipped to the billing address or not. At the very least it must be a physical address, not something like a P.O. Box as they don't ship boxes to those. If they cannot, then taking to a participating shipper yourself is the option.
But there is no option to arrange and pay for shipping yourself as they have never been setup for that. They have their own process to track the return and make sure equipment is correctly identified and counted for the proper account.
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bull2809
Contributor
5 years ago
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Juniper
ACE - Expert
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22.5K Messages
5 years ago
They cannot stop you from taking the boxes to a participating UPS or FedEx store. That is up to you and the preferred return method as you don't have to wait on the return kit. The return kit is only sent if you are over 10 miles from one of those participating locations as they still want it to be convenient for you. I suspect you were talking to someone who doesn't fully understand DirecTV's return process.
There is no "installer location" that you can drop the boxes off at. Dispatch centers could be very far away from you, so they only go out if they are doing work on new or continuing service, as such they have no process to pick up boxes or accept drop-offs.
However $280 is below the lowest possible amount for 8 boxes. So that suggests not all of them are returnable. What are the exact model numbers of those 8 boxes?
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