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New Member

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4 Messages

Sat, Feb 15, 2020 6:32 PM

HD-DVR Non-Return Charge

What should I do if Directv is charging me for an HD-DVR that I sent back? I was not provided any information on how or where to return the equipment so I followed the instructions from the Att/Directv website on how to return it. After two hours on the phone with their customer service they tell me that even though the FedEx tracking shows the receiver was delivered back, I did not send it back the proper way so I am being charged $143.52. Please advise a course of action that I can take. I will cancel Directv and go with Dish if they do not drop the non-return fee.

Responses

Juniper

ACE - Expert

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18.4K Messages

a month ago

The correct return process is you take to a FedEx or UPS Store that participates in the free return program. They take possession of the box and give you receipt showing exactly what they took. There is no address you have to provide as this is a program they have with AT&T/DirecTV.

If on the other hand you went to FedEx and had boxed it up yourself, providing them the address to send it to, then there is nothing they can do as you just shipped it who knows where. Even if it ends up at an actual address of theirs, it would just be disposed of as that is not where returns go.

So if the correct process then this is resolved through customer support. But if you sent it back by any other method then their official process, then nothing can be done.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

@Juniper And ATT/Directv should bare the responsibility of informing their customers of the correct return process!

Juniper

ACE - Expert

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18.4K Messages

Normally an email is sent out reminding on how the return is done. Alternatively if you are unsure, you can call and ask. But if you choose not to check with actual customer support and make your own decision on how to return, then they didn't have the opportunity to give you correct info.

If they gave bad info, then they should try and resolve. If you got wrong info yourself, then that is not on them. Not what you want to hear I know, but that is the reality.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

@Juniper Thank you for your input Juniper but I'll see what the FCC & BBB has to say about before I accept your resolution as accurate.

New Member

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4 Messages

UPDATE.

After filing an FCC & BBB complaint I was contacted by AT&T corporate office. They refunded the equipment non-return fee in full.

Juniper

ACE - Expert

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18.4K Messages

Rough road, but I am glad it was taken care of in the end.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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