New Member
Equipment Return
I've talked with Directv customer support at least 4 times trying to return my equipment. There are no Fedex or UPS stores near me. I've been told a label would be sent to me - not a box for return. I'm fine with that. After over a month now, still no return label. I have no idea where to send the equipment. All I receive are letters telling me I'm going to be charged $135.00 because I didn't return the equipment. What is heck is going on? I shouldn't have to keep contacting you to return the equipment. Each time I call, I'm assured a label will be sent and it never is. This is one horrible company to deal with. I will NEVER go back to Directv again
JefferMC
ACE - Expert
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37.1K Messages
5 years ago
What equipment do you have that might be in need of return? Some receivers are obsolete and don't need to be returned, but if you're getting warnings, you probably have something returnable.
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pgbraith
New Member
5 years ago
Yes they are returnable. I have a HR24-500 that was shipped to me 2/26/21 to replace an old one that died and an HR54-700. I want to return them but without info from them I can't. I can see no reason for this hassle. What is so hard about giving me a return label?
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JefferMC
ACE - Expert
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37.1K Messages
5 years ago
Maybe your e-mail is wrong on your account? SPAM filter? Utter incompetence on the part of the CSRs?
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pgbraith
New Member
5 years ago
All info at my end is accurate. They had no trouble sending me the new receiver in February of this year. At that time, all information was double checked for accuracy. This company doesn't give a darn about customer service. I demanded to speak with someone higher up (a supervisor) and was totally ignored. I am done trying to do the right thing. I told them last week after my 4th call on this issue that I will NOT contact them any longer. Apparently this is not an uncommon problem. I've searched the internet trying to get more information and a lot of people are in the same situation as me but for a longer length of time. I will stay on this forum for the next 48 hours to see if someone will post helpful information. After that I am done.
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
The HR54 is returnable, but the HR24 may no longer be. If that was mention of only $135 NRF (not each), then that was just the Genie (HR54) itself.
If over 10 miles away from a participating shipper, then DirecTV uses the old process of sending you a prepaid return kit. To you by FedEx, but back to them by USPS. If that was a front-line "supervisor" you spoke with, then I would call DirecTV back and when you get the voice system say "cancel" so that you get the cancellation/retention department. Those agents are usually more experienced and their supervisors should be more capable than the front-line ones.
After all that, the final step would be a BBB complaint. Though I would double check the location lookup to see if there might be a participating one nearby that you weren't aware of of.
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pgbraith
New Member
5 years ago
I know all of that. The closest store to drop off the equipment is over 40 miles away. I can't get a supervisor on the phone. None of this information is new to me. I just can't get anyone to send me a label. I need an address to ship the items back. I appreciate your input but my problem still exists.
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
Just wanted to make sure all bases were covered. Didn't want to assume you knew more than you had said so you didn't miss anything that may help.
I know there has been difficulty getting a supervisor through front-line agents (many outsourced so supposedly have a different process for a supervisor), which is why I suggested in the retention/cancellation department. But if you cannot get one on that side, then a BBB complaint would be the next step if you don't want to callback and try again.
Sorry we cannot suggest more than that. This is a public forum of other customers so we cannot directly access what you need.
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pgbraith
New Member
5 years ago
Thanks again. I just got off the phone with DIrectv AGAIN with the cancellation/retention dept. As usual, I still was not transferred to a supervisor even though I kept demanding to talk with one. This has been so frustrating. I wouldn't be getting so upset if it not for the 3 letters AT&T has already sent me warning of charging me the $135.00 if they don't get their equipment back. My apology if my previous post sounded rude. I didn't want to list every detail in my post and therefore you would not have known what I did or did not know about the return process. Now they're offering me a reduction in my monthly bill but after this nightmare I will have nothing to do with them ever again. Thanks again for your time and input.
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