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Contributor

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1 Message

Wed, Feb 7, 2018 3:42 AM

what DIRECTV equipment do I need to return?

I have more equipment than is listed on the items to be returned.  One of the receivers is not wireless but was recently replaced so it is new.  I also have the receiver that was replaced that does not work.  I have the wireless bridge, all the power cords and about 10 remotes.

 

Do I return everything? or just the items listed on the sheet?

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ATTHelp

Administrator

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111.7K Messages

2 years ago

Hello @jlewis66,


Returning equipment can sometimes be a chore however we try to make it as easy possible for the customer. I recommend going to this Article here and you can take a look at everything we require customers to send back to us.


Zach, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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Juniper

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18.5K Messages

2 years ago

AT&T changed Directv's return procedures earlier this year. Unfortunately some agents and email confirmations reference the old way that is no longer used.

 

Old way: Directv sends you a return box by FedEx to your physical service address. This goes back by USPS (not UPS).

 

New way: Directv refers you to a participating FedEx or UPS (not USPS) store with the boxes and account number for your free return.

 

That of course is if the box is returnable in the first place. Only Genie, Genie-2 (HS17, not recommended), Mini Genie Clients, and the H25 (only non-Genie box that is SWM only) are returnable. The 1st generation Genie and Mini Genie (HR34 and C31) are non returnable as well per huge advancements in the system. The wireless video bridge (WVB) is an owned accessory so not returnable.

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Juniper

ACE - Expert

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18.5K Messages

2 years ago

@demyhhh

 

A bit overboard, and places may not allow video recording on premises for privacy.

 

You cannot return equipment by certified mail. It is returned by FedEx or UPS, participating locations of course, which is a free return per their agreement with Directv and AT&T.

 

When you return equipment, just keep your receipt confirming what they took possession of.

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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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Juniper

ACE - Expert

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18.5K Messages

a year ago

@joecool0425

 

Though AT&T acquired DirecTV, they are different service providers. So the stores are similar to a 3rd party authorized dealer. They can send orders to DirecTV, but cannot handle accounts after that as they do not work for DirecTV.

 

 

If your mom took her equipment to the post office, that would explain why DirecTV didn't get it back. Boxes get taken to a participating FedEx or UPS (Not USPS) for a free return. The shipper scans in the boxes and gives receipt on exactly what they took so there is record of the handoff. That is the return process, not paying for your own shipping through the post office. So your mom may need to contact USPS if she used any kind of tracking option to find out what happened with the boxes, perhaps get them back if undeliverable, so that she can return to DirecTV.

 

Until DirecTV receives equipment back to be logged in, the charge will remain valid. They will not "eat it", they are known for collecting outstanding balances so your mom would not be immune.

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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.
Srg82667

Tutor

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8 Messages

2 years ago

We have called several times requesting return kit. Never got one. Now we are being turned into collection for equipment. UNBELIEVABLE. So I call collection agency and she told me to go to ups or fed ex store and they will take care of it. Well, I did and they gave me places that are an hour drive from my home. NOW WHAT?

Anonymous

New Member

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25.7K Messages

2 years ago

You can find other participating stores near your place on the locator fedex.com/attreturns or theupsstore.com/locations.

Srg82667

Tutor

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8 Messages

2 years ago

Like I said, hour drive in all directions. Why can't I just get a rerun kit?

Contributor

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3 Messages

2 years ago

I returned my Direct TV equipment to the UPS Store with my AT&T U Verse equipment and they shipped it back in two shipments. I have the equipment  return receipt. But I received notice from you today that you want it returned or I will be billed. How can I speak to someone about this, or at least send you a copy of my equipment return receipt?

 

Kent Hopklins

Contributor

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1 Message

2 years ago

Does direct tv have drop off boxes like comcast/xfinity does?

litzdog911

ACE - Sage

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52.9K Messages

2 years ago


@Jsomersall wrote:

Does direct tv have drop off boxes like comcast/xfinity does?


When you cancel or replace equipment, DirecTV agent will instruct you to take the old box to nearby UPS or FedEx shipping center.  With your account number.  They'll return it to DirecTV. 

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ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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.

Contributor

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1 Message

2 years ago

I have been contacted two times by Direct TV who told me they would send me a box to send back my equipment, I never received a box or anything from Direct TV. I did receive a collections letter for the equipment, I believe something is wrong with the way Direct TV communicates with their customers. If you will just send me the address where I can send the Direct TV equipment, I will use my own box. 

RYAN --- never will be a Direct TV customer again. 

Anonymous

New Member

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25.7K Messages

2 years ago

You can drop your disconnected receiver(s) off any UPS store.

Juniper

ACE - Expert

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18.5K Messages

2 years ago

See my post for the current return process. You cannot arrange your own shipping instead.

-------------------------------------------------------------------------------
(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.

Contributor

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1 Message

2 years ago

What if the participating FedEx site cannot find your account and sends you away, and you spend over an hour talking to customer service and on hold for a half hour more and come out of it with no answers on how to return the equipment? Is this a scam to charge non-return fees? This is the second time this has happened to me. Last time after 6 phone calls they finally just took it off my bill- do I have to go thorough this again?

Anonymous

New Member

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25.7K Messages

2 years ago

Not every FedEx store is available for return. You can find participating FedEx store out on the website  fedex.com/attreturns.

UPS on theupsstore.com/locations.

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