DVR Replacement Through Mail?

[pmcd2013]

Why is it that when the uverse equipment fails, I'm the one who gets to pay for it? Not with money but by losing my recorded shows and having to wait for a new box to be shipped to my house. There is an AT&T store 5 minutes from my house but I can't get a box from there because "those boxes are coded for new customers." Constant theme of the phone call? "This is our process." Really? You can't just put a new box in a technician's truck, one that is going to be in my neighborhood already, and have him drop it off? "We can schedule an appointment for a technician to install it for $149." Wait, your equipment breaks, your remedy is archaic and slow and you want me to pay you $149 to get someone to bring me a new box? I already pay you $200/month for Uverse Internet and TV. Why would I pay you another $149 because your DVR has broken for the 3rd time in 4 years? I think you, AT&T, need to learn what real customer service is and stop treating customers like mini-banks. If I had another choice for TV, besides Xfinity crap-top boxes, I would leave you like you were the plague. You disgust me and make me want to through my DVR out the window of my car at 70 MPH. Thanks for nothing.

[RCSMG ACE - Master]

As for losing recordings when equipment is replaced, welcome to the club.  I had 2 DVRs fail mine were replaced by techs at no charge.  I know it may be too late but if you have to call them again (and hopefully you won't) when the CSR says there would be a charge for sending a tech.  End the call and call back to speak to another one.  Let them know what the problem is and ask them to run a test.  When they see an issue request a tech be sent out.  They will give you the "If the problem is with your home and not our equipment..."speech.  But the tech will bring the equipment and install it at no charge.  Because the problem will be with ATTs equipment.

[texasguy37 ACE - Champion]

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pmcd2013 wrote:

Why is it that when the uverse equipment fails, I'm the one who gets to pay for it? Not with money but by losing my recorded shows and having to wait for a new box to be shipped to my house. There is an AT&T store 5 minutes from my house but I can't get a box from there because "those boxes are coded for new customers." Constant theme of the phone call? "This is our process." Really? You can't just put a new box in a technician's truck, one that is going to be in my neighborhood already, and have him drop it off? "We can schedule an appointment for a technician to install it for $149." Wait, your equipment breaks, your remedy is archaic and slow and you want me to pay you $149 to get someone to bring me a new box? I already pay you $200/month for Uverse Internet and TV. Why would I pay you another $149 because your DVR has broken for the 3rd time in 4 years? I think you, AT&T, need to learn what real customer service is and stop treating customers like mini-banks. If I had another choice for TV, besides Xfinity crap-top boxes, I would leave you like you were the plague. You disgust me and make me want to through my DVR out the window of my car at 70 MPH. Thanks for nothing.

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The AT&T Stores do not have an inventory of U-verse umpteen,  You cannot pickup or drop off equipment there whether you are a new customer or existing customer.  Also, shipping replacement equipment to customers is not that unusual for a TV provider.  It is the same process used by DirecTV and Dish.  The process is much more cost effective for the TV provider.  It also does not require the customer to take time off from work or stay home waiting for a technician to arrive.

[gregzoll_1]

It only takes 72 hours, 48 hours if you are lucky to have a box delivered to your doorstep. Then you just repackage the old one up, if lucky to have a UPS store that allows you to drop it off, for them to ship back to ATT, otherwise, if no UPS store, you need to have the CSR email you a USPS delivery label, and make sure you make a copy of it, since it has a routing code on it.

Even the CATV companies are doing a drop ship to homes for their customers, due to easier than waiting in line for replacement or initial equipment.

Can't say anymore, than Easy peasy, lemon squeezy.

[pmcd2013]

The AT&T store by my house does have DVRs in stock but only for new customers. That tells me the same thing the cell phone companies do: new customers are far more important than current customers. Your comment proves my point I made to the CSR: whatever is easier for them is what AT&T does. I love the Uverse service but the customer service appears to be as flexible as concrete.

[gregzoll_1]

pmcd2013, you may be in what is called a "Beta Market". That is a market that they are trying something, to see if it will work in other markets. Now the question is, are they going to allow return of equipment to the service center inside the stores, vs. through UPS Stores, or USPS drop ship, at some point.

[skeeterintexas]

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pmcd2013 wrote:
The AT&T store by my house does have DVRs in stock but only for new customers. That tells me the same thing the cell phone companies do: new customers are far more important than current customers. Your comment proves my point I made to the CSR: whatever is easier for them is what AT&T does. I love the Uverse service but the customer service appears to be as flexible as concrete.

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As greg said, this is the exception and not the rule. 

I like the idea but it is currently not the norm.

[texasguy37 ACE - Champion]

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pmcd2013 wrote:

The AT&T store by my house does have DVRs in stock but only for new customers. 

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If true, that would be VERY strange.  There are no self installs of new U-verse TV service.  A technician is required on site to verify the availability of service at that location.  It would be very odd for a new customer to pick up equipment at an AT&T Store prior to a technician arriving onsite to do the install.

[pmcd2013]

I agree it is strange and I know the install requires a technician. I'm simply relating what the CSR gave me as an answer. And I know this isn't the norm, I'm simply asking why is it that when there are a significant number of DVR problems, based on numerous postings I have read, the company continues to operate their replacement process as though it only happens to a small percentage of customers? And of course DirecTV will operate the same way, it is run by AT&T. XFinity has stores you can return and exchange hardware at but their product is terrible. If the node in a neighborhood were to go out, AT&T wouldn't charge the customers for a technician to come out. So why then would they charge a customer $149 when their equipment breaks down? All I'm getting at is treating the customers better may actually make them happier. What is so hard about throwing an extra DVR in a technician's truck who happens to be heading to a scheduled service call in my neighborhood and asking him to drop it off at my house so I can install it? Saves money on shipping, wouldn't you agree?

[texasguy37 ACE - Champion]

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pmcd2013 wrote:
I agree it is strange and I know the install requires a technician. I'm simply relating what the CSR gave me as an answer. And I know this isn't the norm, I'm simply asking why is it that when there are a significant number of DVR problems, based on numerous postings I have read, the company continues to operate their replacement process as though it only happens to a small percentage of customers? And of course DirecTV will operate the same way, it is run by AT&T. XFinity has stores you can return and exchange hardware at but their product is terrible. If the node in a neighborhood were to go out, AT&T wouldn't charge the customers for a technician to come out. So why then would they charge a customer $149 when their equipment breaks down? All I'm getting at is treating the customers better may actually make them happier. What is so hard about throwing an extra DVR in a technician's truck who happens to be heading to a scheduled service call in my neighborhood and asking him to drop it off at my house so I can install it? Saves money on shipping, wouldn't you agree?

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It does only happen to a small percentage of customers.  

Also, DirecTV IS NOT run by AT&T.  Those are two completely separate companies with no shared ownership. The only connection that AT&T has with DirecTV is a resale agreement to sell DirecTV services to AT&T customers. That's all.

By the way, when I first had U-verse installed 4 years ago, no replacement equipment was being shipped to customers.  ANY replacement of equipment required a truck roll by a technician to replace the equipment.  I recall seeing numerous complaints posted on this forum about why AT&T couldn't simply ship the replacement equipment to customers instead of requiring them to take time off from work and wait home for a technician to arrive.  Now that AT&T does ship replacement equipment, a few complain about AT&T shipping replacing equipment.  It just goes to show that you will never please everyone.

[pmcd2013]

My mistake on DirecTV. I know you won't please everyone but they need to do something to fix the relentless problems with the equipment.

[dhascall ACE - Professor]

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pmcd2013 wrote:
My mistake on DirecTV. I know you won't please everyone but they need to do something to fix the relentless problems with the equipment.

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I am a long time U-Verse subscriber and I'm a long time poster here but I am not drinking the AT&T kool-aid on this topic.  I believe that replacement equipment should be brought to your home.  Especially if you are leasing it.  If I own the equipment maybe so.  But, AT&T wants to replace equipment first and hope that fixes it (see last paragraph) 

You are going to lose recordings regardless of the delivery method.  I have heard talk of "moving things to the cloud," so I wonder if recordings could be transferred to a remote server during a changeover, at some point?

Another item is the need for a replacement itself.  Often problems exist even after a replacement.  I would ask a technician if they are 100% sure that it's faulty equipment or faulty wiring.  They can tell inbound and outbound issues.  If the line is showing incoming errors / issues, a new DVR won't cure that.

[texasguy37 ACE - Champion]

There really isn't a right or wrong view on shipping replacement equipment versus always having it delivered by a technician.  The point that others are trying to make is that U-verse's shipping of replacement equipment is not unusual, outrageous or something that no other TV providers are not doing.  It is becoming more of a common practice for TV providers because is it more cost effective than dispatching a technician.

Has it always been this way with U-verse? No, replacement equipment used to only be delivered by a technician.  

Can you insist on having a technician deliver the replacement equipment instead of having it shipped?  Yes; however, in that situation, you will will be charged for a tech visit, but you do have that option.

By the way, if the replacement equipment does not solve the customer's issue, a technician would be dispatched at no cost to the customer assuming that it is not a customer created issue.

[dhascall ACE - Professor]

And TG, I understand thatr.  My beef is that no other "terrestrial" provider (afaik) is doing that.  Yes, Dish and Direct are but why associate with them?  Money?!  Laziness? I also dislike replacing stuff as a first line effort.  I have read horror stories where DVR's are replaced 2-3 times before a real attempt at fixing the issue is performed.

I go back to having an imaginary car, with an imaginary recall.  The car maker will mail you a replacement water pump?  Don't think so.

[texasguy37 ACE - Champion]

Verizon FIOS also ships replacement equipment.

[AFCRAIG]

I am once again more than frustrated with U-verse.  Why can't a tech drop off a new dvr?  Waiting until next week is bull.  I'm calling tomorrow to cancel all 2 AT&T services IF Xfinity can get me up and running by Saturday.  I've paid them $2400 in one year ... and this is how they treat me?  Horrible, horrible way to run a business.