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Why should I Pay insurance for your device.

Tutor

Why should I Pay insurance for your device.

Having issues with DVR that is 6 years old. For a replacement they want me to pay 100 dollars or buy insurance plan for 9 dollars per month. This is your equipment! I pay for service. I shouldn't have to maintain equipment unless its mine. Comcast doesn't have this problem. I have called them with similar issues before and they mailed me a new one and a shipping label to return old one.

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Message 1 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.

Replacements are $20 for shipping or $99 for a tech to replace it unless you get the $7.99 basic protection plan that is optional there are higher priced plans to cover other electronic devices.

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Message 2 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.

to replace a faulty receiver, you just pay the cost of shipping. $99 is the fee for a service call

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*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.
Message 3 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.

Unlike some providers, DirecTV gives us a choice .... pay $8/mo for the Equipment Protection Plan, or take our chances and pay $99 for a service ($20 to ship a replacement box).  

 

____________________________________
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.
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*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.
Message 4 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.

@Danny23 As others have said, you only pay shipping for a replacement receiver but reps have been known to input it wrong and give you the upgrade price. Last time I had a DVR go bad, rep said it would be $200. When I questioned that, he realized he input it wrong. I got the replacement for $20, the cost of shipping.

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*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.
Message 5 of 13
Tutor

Re: Why should I Pay insurance for your device.

I pay the insurance and still can't get the Genie. I've waited 12 days... still no Genie.Man Sad

Message 6 of 13
Tutor

Re: Why should I Pay insurance for your device.

Reps wouldn't send me another reciever said I have to get service call.

Message 7 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.


@Danny23 wrote:

Reps wouldn't send me another reciever said I have to get service call.


When you get stupid answers like that, call again.  Play the "CSR Roulette" game.  The policy should be well understood.

 

____________________________________
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*
*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.
Message 8 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.


@MamaBr wrote:

I pay the insurance and still can't get the Genie. I've waited 12 days... still no Genie


The equipment protection plan is optional and has nothing to do with if or when you get the box. It just covers costs like delivery of $19.95.

 

Check the email confirmation of the order, online or even if needed to call customer care, to check the tracking of your replacement. It is holiday season so shipping is not the fastest, but 12 days is a bit long.

 

 

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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.
Message 9 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.


@Danny23 wrote:

Reps wouldn't send me another reciever said I have to get service call.


A service call is only needed if it is an upgrade (not all are plug in play depending on your current setup), or in the case of a technical issue where they determine the problem is beyond just the box and need to work on the cabling, receiving dish, etc.

 

If it is just a warranty replacement, then yes it should just be drop shipped.

 

Could you provide more details about why you are replacing a box and what reasons were given for a service call if you were doing a warranty replacement instead of an upgrade?

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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.
Message 10 of 13
Tutor

Re: Why should I Pay insurance for your device.

Told rep that DVR recordings would play sometimes and sometimes no pic or
sound. You would have to turn unit off and on. All recordings have a glitch
every so often. I think hard drive is corrupted. You can tell it to record
the next show coming on, unit will confirm then will not record. No error
codes.
Message 11 of 13
ACE - Expert

Re: Why should I Pay insurance for your device.

If the issue is only with the playback of recordings, and just this box, then that would suggest a warranty replacement being drop shipped as normal.

 

What model of DVR you are having issues with?

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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.
Message 12 of 13
Tutor

Re: Why should I Pay insurance for your device.

It also covers broken equipment. I am paying 0 for the new Genie.

Message 13 of 13
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