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diitto

Scholar

 • 

167 Messages

Thu, Feb 27, 2020 1:41 AM

Need to return HR22 to Directv but how to do so is confusing

It's been quite a long time since I've returned a DVR to Directv. But we need to do so shortly. We have a failing HR22. We have the equipment protection plan so we requested and just received an HR24-500 replacement along with a request to return the HR22. I took pictures of everything that came with the new HR24. First, there was no "supplied return shipping label" even though one option they offered on the "Activation & Equipment Return Instructions" was to pack the device ourselves and use the "supplied return shipping label". Now, about that, I just called my wife and she said if we wanted to go that route, call them back and they can email you a return label. OK, so we might look into that if the other option (read on) continues to confuse...

That other option (and I am going to attempt to upload a screenshot of what they say exactly) is to just take the unit to any UPS or FedEx location, give to them along with your 9 digit account number (located on the packing slip or your bill). It says they will pack the item and scan our account number and once they do it will be noted on our account that we've returned the items. Note that I made BOLD and in ITALICS the part about the account number on the packing slip. I certainly know the 9 digit account number from all my electronic bill records so knowing the number isn't the issue. The issue though is that the only document that was in the "packing slip" folder on the box was this "Activation & Equipment Return Instructions" document I already mentioned and it is generic. Nothing on that about our account number. There was one other loose doc in the box that was a 90 day warranty and a Safety doc about the equpment. Again, generic, nothing that held our account number...

So no account number anywhere. Again I know the account number but what I am concerned about is was there perhaps supposed to be another document that not only had our account number on it but also offered a return address for where to ship this box??? Or do all the UPS and FedEx stores in the country just somehow magically know where to return Directv boxes???

I'm tired and frustrated with companies making something simple instead hard. I just want to return this box to the correct place and get credit for it...

So my question here is do you guys think, know, believe that UPS and FedEx stores know the address to which to send return Directv Receivers??? And again, this is a stand alone HR22. I say that only because the original CS person we spoke with could ONLY handle Genies and she had to send us to some other department to submit a requiest for the HR22 stand alone replacement. We have a Genie and one mini but we want our third TV to continue to run on a stand alone DVR so if the Genie goes down we don't lose everything...

Can anyone offer any help??? Should there have been a return address called out in what we received or do UPS and FedEx stores somehow know where to send these returned HD-DVR's???

See screenshot of the RETURN instructions we received... Thanks...

Responses

shannon02

ACE - Expert

 • 

19.2K Messages

a month ago

The HR22 is no longer returnable, remove the access card in case DTV sends an envelope to return it within 30 days then take it to an E-waste center or go to this website to get a shipping label.

https://www.goodwilldenver.org/dtvcustomer/

Returnable Genies and minis are taken to a UPS/FedEx store where they scan them and give you a receipt then they put it on a pallet or in a box until they get enough to bulk ship them to DTV.

(edited)

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Constructive

Employee

 • 

7.8K Messages

a month ago

a participating fed ex or ups yes they know where to send it.

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diitto

Scholar

 • 

167 Messages

Shannon, I would think you are correct as the HR22 is quite outdated but the only document I received, generic though it may be, DID SAY we needed to return the old equipment in 21 days or pay $135 for the lack of a return. See attached the part of the generic document ( "Activation & Equipment Return Instructions" document" ) we received that speaks to that topic.

We had an HR34 Genie that failed about a year ago and they did NOT want that back although they did want the Access Card returned. They told me the Access Card return request was already in the pipeline and I would receive a return kit/envelope soon. That was over a year ago and I am still waiting.. Well not really... I was not impressed.

And now, this box that they think they want back??? yes, likely they don't want it at all but that's not what they said so.... I will try to return it. Thus the reason for the questions I am asking here... See what they said in a screenshot attached... Comments??? thanks for the help...

diitto

Scholar

 • 

167 Messages

Constructive, can you say what you mean by "participating"??? I just went hunting and I think I see for FedEx. They actually have a link for fedex.com/attreturns and that says any "FedEx Office Print and Ship Center" and they list some other types of FedEx types that don't accept attreturns. So I get it for FedEx but what is actually more conenient for me is UPS. I don't see any mention of attreturns on their website anywhere. Do you think any UPS Store would know how to handle these and where to return them??? thanks...

Juniper

ACE - Expert

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18.7K Messages

HR22 has been non-returnable for years. The HR24 was made non-returnable within the last couple years. Recycle at a local electronics center (removing access card) or use www.directv.com/recycle if nothing is local.

The only returnable models are anything that is SWM-only which would be any "Genie" or the H25. They don't want boxes that can use the older setups anymore. (1st gen Genie and Mini HR34/C31 are non-returnable as well as they are outdated).

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