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Ripped off a bit

Teacher

Ripped off a bit

New install today with the U450 package and did not get the DVR with 150 hours of HD capacity. Received the VIP1225 because the installer didn't have the larger DVR in stock. How do I get the larger DVR? Tried calling customer service and technical support and got the run-around. Tech support guy told me the VIP 1225 has 150 hours of HD capacity.

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Message 1 of 7
Employee

Re: Ripped off a bit

The 1225 is currently listed as one of two larger DVRs, the tech provided you with what was on his/her truck that meet the qualification of the order.
A call to TS or chat online for shipment of the 2250, you would be required to swap equipment and cables and return 1225 via shipping within days.

Did you ask the tech before installation if he had the desired DVR, if yes and informed of what was being supplied you could have requested a reschedule of the installation at a later due date or accept the equipment as has occurred.

Now choices are
1) to keep 1225 till issue develops
2) or request shipment as stated
3) OR DISPATCH on DEMAND for new DVR, this is a special request
Includes a $149 CHARGE added to you first bill (prorated plus next month in full) plus any additional charges.
Employee Contributor*
*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.
Message 2 of 7
Expert

Re: Ripped off a bit


adkinsjm wrote:

New install today with the U450 package and did not get the DVR with 150 hours of HD capacity. Received the VIP1225 because the installer didn't have the larger DVR in stock. How do I get the larger DVR? Tried calling customer service and technical support and got the run-around. Tech support guy told me the VIP 1225 has 150 hours of HD capacity.


You can try Customer care for the 2250 here:

 

Contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Send them a private message, on this link, and they should be able to give the help needed to solve your problems. They are available M-F 8am-11pm EST, response can take up to 2 business days. This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Message 3 of 7
Community Support

Re: Ripped off a bit

Hi adkinsjm,

 

We received your private message and one of our managers will be looking into this and reaching out to you shortly.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please send us a private message.
Follow us on: Twitter @ATTCares and @DIRECTVService
Employee Contributor*
*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.
Message 4 of 7
Guru

Re: Ripped off a bit

Don't fret! Att will work it out eventually and the 2250 will be worth the wait. I just upgraded myself and made sure the tech had it on the truck. Keep the faith.

Message 5 of 7
Teacher

Re: Ripped off a bit

Contacted AT&T through Twitter and a tech showed up yesterday to do the swap. The tech wondered why the regular sales or tech support wouldn't authorize a swap. I'm surprised he even asked.

Message 6 of 7
Guru

Re: Ripped off a bit

I had to fight to get a 2250 but in the end, a Tier-2 agent ordered me one for overnight shipping to my house.

 

It's definitely a nicer DVR than the 1225, much faster in terms of the user interface.

Message 7 of 7
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