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C

New Member

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2 Messages

Wednesday, September 15th, 2021 2:16 PM

Closed

Shipping and Product Return

We were having trouble with the voice recognition and response on our existing remote control device and our first Direct Stream box.  I called the 800 people who said, no problem, we will send a replacement.  In the meantime we decided we needed a second AT&T Streaming Box.  We went to the store to pick one up but they had none in stock. We ordered one to be shipped. The store people said it takes a couple days. A box arrived a few days later (not the next day) with a complete box and remote control and clear instructions to return the equipment within 14 days. Since it arrived first I assumed it was the replacement for the defective equipment. I replaced the equipment and dutifully sent the old equipment back in the handy box with return label to the "Smartlabel Returns" service. A day later the box arrived with what I thought was my new second box. Wrong! It was only the remote controller for the first box. I called the help people who said I'm stuck!! Once a box is returned to the Smartlabel address the equipment is dead to them. I had to pay another $120 PLUS tax for a second second box and controller. I now have an extra controller to replace a controller I already returned. The phone guy said to keep it even though the box has the same return instructions as my first box. The Direct Stream and ATT combination of services has not been easy to deal with; do not think that the 'bundle' is truly a bundle when you still have two account numbers and two entities dealing with your requests. The people I've talked to are fine but the stream trickles. Meanwhile I sent another $120 plus tax as I try to save on a monthly bill for my overall entertainment experience.

Former Employee

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32.9K Messages

3 years ago

it was your mistake as you didnt follow the directions, why would you think if you ordered a remote and then an entirely additional streaming device that the new streaming device would be your remote replacement?

ACE - Professor

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7.8K Messages

3 years ago

Unless for some reason you *need* a new box from them, an alternative streaming device (Roku, AppleTV, Chromecast) costs much less. In addition, I've seen DirecTV stream boxes all over eBay.

But since this is for U-Verse, please repost in the DirecTV forum.

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