10-17-2018 11:55 AM
I reduced service on 1 Genie Mini in Sep. 2017. After multiple calls, emails and chat bots requesting a return kit, one never came. I tried returning to an ATT store (an actual store, not an authorized retailed), but was told they don't accept equipment.
Finally, a customer service rep provided me an address in Memphis to ship the equipment. I paid for the shipping myself and shipped the Mini and remote.
Still, in March I received a charge of $190 for the equipment. I have had to call each month. TWICE I have been told that a credit would be issued, but it would take two billing cycles to process. I was last told this in August. When I received my bill for October, the charge remained. When I called last week, I was told there was nothing anyone could do because it was past the 120 day claim mark.
This is highly unethical, and I believe is an actual revenue stream for the company. The fact that a company would charge such high costs to customers with no ability to return the equipment is outrageous. I think because of this, we may have to switch to FIOS, as we have used them in the past and found their customer service to be much more helpful.
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10-17-2018 1:54 PM
You where not told the correct return policy of returning the receiver to a participating UPS/FedEx store, it is unknown if that address you where given was for DTV as they have never allowed you to return them yourself as they had the account number encoded in the return label when they used boxes to track them so even if they got it they don't know what account sent them.
10-18-2018 1:14 PM
DIRECTV Equipment Return Information
If you are replacing a receiver, or cancelling your DIRECTV account, the receivers must be returned to AT&T. If equipment is not returned within 21 days from the date the account is changed or canceled, it will result in an equipment charge.
How To Return The Equipment
Go to a FedEx or UPS location with your account #. The equipment will be boxed it up & shipped out at no charge. The process takes less than 5 minutes.
Billing Or Shipping Issues
If you are charged for equipment you have returned or there is not a FedEx or UPS location within 10 miles of you, chat with us.
11-15-2018 10:51 AM
I would like to start a class action law suit, regarding this issue. I will be sending an email address for anyone who would like to join this suit.
Right. Let us know how that works out for you.
Bottom line is that your contract with DirecTV limits you to Binding Arbitration.
11-16-2018 8:04 PM
I agree that it is a scam and a revenue stream. I plan on seeing how many complaints there are about this and contacting my State Attorney General.
03-15-2019 4:15 PM
Return with cards in receivers?
Yes, of course.
04-03-2019 1:12 PM
I was sent 2 pieces of equipment in January 2019. They wouldn't work for me. So, I retuned them according to the Directv return policy/instructions. I brought them to the UPS store and they scanned the serial numbers and gave me two receipts, one from ups and one from AT&T. The serial numbers were A35LP7EJ100063 and A35LN6AU100596 with the return reference number of B2795P20190131091223 and they were returned at UPS store #2795 on 1/31/2019 at 09:13 AM. It is now April 2019 and I continue to receive past due notices and the customer service reps have been no help. They tell me that they haven't received the items and that it takes 2 to 3 billing cycles. In the meanwhile I continue to receive threatening notices that my service will be cut off and that my bill is past due. I continue to call the billing dept. and they say they will make a note on the account or that they will grant a one week extension. I have meticulous notes of my phone calls including times, dates and the employee ID#s of everyone I've talked to over the last 3 plus months. I am very displeased with the whole situation and I believe that this is a revenue stream for AT&T. I think I am going to paste and copy this post on Facebook, Twitter and every social media site I can find. This is poor business practices by AT&T and it needs to be exposed. It also needs to be brought to the local news channels attention. It's unacceptable and it takes advantage of people.
- edited 04-08-2019 12:18 PM by cathy2981
Well, they say they want to help and they private message me asking for all the proof, which I give them but, it's the same old run around. Over and over and over. What a poorly run operation. It appears the Customer service department has no idea what the technical department is doing and vice versa. The internal communication between departments is severely flawed and we the customers pay for it. We pay for it with our time and with our money. It borders on criminal willful ignorance. [Edited to comply with Guidelines]I wonder how many people have been scammed out of money by AT&T's incompetence and scare tactics? It appears the policy of Equipment Returns was designed purposely to generate more revenue for AT&T. There must be a law against this type of business practice. I'm going to contact the Better Business Bureau and some of the state agencies.
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