My remote is not functioning. How do I get a replacement?

Contributor

My remote is not functioning. How do I get a replacement?

My remote control will no longer operate. I've replaced the batteries. How do I get a replacement? Thanks for your help!
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Message 19 of 37
Tutor

Replacement Remote Control

I an an equipment rental customer from AT&T - a DVR and two receivers; plus THREE REMOTES - Silver ones.  The battery compartment door clip on all three remotes have snapped off and now the batteries fall out almost DAILY!  The sales to switch to Uverse was hard sell to compete with Brighthouse and Comcast in our area.  Both vendors would exchange broken remotes immediately - no questions asked.  After sitting on hold with Uverse rep for 30 minutes while she "processed" my new remotes, she comes back and says that I will have to go online and order them for $20 apiece!  No replacements are offered, despite the monthly equipment rental fees on my bill that require a remote to utilize.   I called my local AT&T store and same thing.  Every contact with AT&T whether it is billing, equipment, chat or technical support leaves me so frustrated.  I can't even find an address to write a complaint, or an email - just another array of voice mail prompts that lead to a loss of valuable time and an apology speech from a representative.  PLEASE HELP ME!

Message 1 of 37

Re: Poor Customer Service!!!!!

Maybe the obvious question is how do you keep breaking the battery covers?  It makes sense that if you break it, you pay for it.

Message 2 of 37
Community Manager

Re: Poor Customer Service!!!!!

Hi Kim,

I'm one of the Community Managers following-up on your post.  Sorry to hear about the ongoing trouble and your recent experience.  I would like to help, please shoot me a Private Message.

 

Regards,

Alex

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Message 3 of 37
Tutor

Re: Poor Customer Service!!!!!

Dear Alex:  Thank you for offering me a direct connection for help.  Not sure if this is a private post or not.  Please reply.

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Message 4 of 37
Tutor

Re: Poor Customer Service!!!!!

There is a little plastic clip that holds the battery cover on the back of the remote control.  All three of my remotes have snapped at the clip - the plastic is very thin at this connection.  It is not a misuse issue.  Bright House and Comcast have all stood behind their "rental" products.  It doesn't seem like too much to ask from a corporation the size of AT&T.

Message 5 of 37
Former Moderator

Re: Poor Customer Service!!!!!

To send Alex a PM, please click on their username to go to their profile. On the right, you will see a box labeled Contact. Click on "Send this user a private message." Once that message is replied to, you will see a message notification next to the blue envelope on the upper right corner of your screen Smiley Happy

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multipleposts in a single thread.  This will help other users find this information too!!

Message 6 of 37
Expert

Re: Poor Customer Service!!!!!

With ATT, you aren't paying a rental fee for a remote (I know we DID with Comcrap!).

 

Have you called CS to request a free replacement? 

 

And from another post, this is what I did to solve my loose battery door on the RF Point Anywhere Remote--I added a small strip of stickied insulation foam.  The other standard remotes don't seem to have this problem (but 2 of those 3 have been replaced once).

 

The foam piece makes it easier to get the battery door open, in my situation.

 


KimRenard wrote:

There is a little plastic clip that holds the battery cover on the back of the remote control.  All three of my remotes have snapped at the clip - the plastic is very thin at this connection.  It is not a misuse issue.  Bright House and Comcast have all stood behind their "rental" products.  It doesn't seem like too much to ask from a corporation the size of AT&T.


Message 7 of 37
Mentor

Re: Poor Customer Service!!!!!

Following up on a couple of questions.

 

I believe the Kim said the remote was silver. Question for the moderators, managers, masters: What is the difference between the silver and the black remotes; and between the black S10-S1 and S10-S2 ? Are the remotes hard coded to specific STBs?

 

And for Kim; When I have had trouble, T

"Tier 2" support has been excellent, no matter what my issue was. You may want to request this if you call back.

Message 8 of 37
Expert

Re: Poor Customer Service!!!!!

No difference, other than color.  There are original, old silver ones out there, and they have a few different colored buttons.

Message 9 of 37
Highlighted
Master

Re: Poor Customer Service!!!!!


techbob wrote:

Following up on a couple of questions.

 

I believe the Kim said the remote was silver. Question for the moderators, managers, masters: What is the difference between the silver and the black remotes; and between the black S10-S1 and S10-S2 ? Are the remotes hard coded to specific STBs?

 

And for Kim; When I have had trouble, T

"Tier 2" support has been excellent, no matter what my issue was. You may want to request this if you call back.


 

Just curious where you found the model # S10-S2 for a black standard remote since it doesn't appear to be listed anywhere?

 

The black standard remote is listed as the S10-10 while the older model silver standard remote is a RC153. Believe they are the same but programmed differently. You can see this on your TV for remote programming instructions: Menu > Help > System Set-up > Program your U-verse Remote. The 3 listed are the silver standard remote, the black standard remote and the black Point Anywhere RF Remote (A20-RF1).

 

While the Silver Standard Remote was often the replacement remote I don't believe it is even offered anymore if you look at the below list of available U-verse remotes.

 

http://www.att.com/equipment/accessories/tv-remotes.jsp?source=ICEQEQ51600UVR02

 

Users should not be paying for replacement standard remotes since you can get them for free by calling CS/TS.

 

Remotes are not "hard coded to specific STB's". As it states in the link under the standard remote, "The Standard Remote Control is compatible with all AT&T U-verse TV Receivers.". This also includes the DVR.

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
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Message 10 of 37
Mentor

Re: Poor Customer Service!!!!!

These are what we got when we signed up mid August this year. That is why I wondered what had changed to cause them to go from S10S1 to S10S2 on the black remotes? Maybe the ATT moderators could help us?

 

Message 11 of 37
Master

Re: Poor Customer Service!!!!!


KimRenard wrote:

I an an equipment rental customer from AT&T - a DVR and two receivers; plus THREE REMOTES - Silver ones.  The battery compartment door clip on all three remotes have snapped off and now the batteries fall out almost DAILY!  The sales to switch to Uverse was hard sell to compete with Brighthouse and Comcast in our area.  Both vendors would exchange broken remotes immediately - no questions asked.  After sitting on hold with Uverse rep for 30 minutes while she "processed" my new remotes, she comes back and says that I will have to go online and order them for $20 apiece!  No replacements are offered, despite the monthly equipment rental fees on my bill that require a remote to utilize.   I called my local AT&T store and same thing.  Every contact with AT&T whether it is billing, equipment, chat or technical support leaves me so frustrated.  I can't even find an address to write a complaint, or an email - just another array of voice mail prompts that lead to a loss of valuable time and an apology speech from a representative.  PLEASE HELP ME!


 

All the reps are different and keeping calling technical support (available 24/7) until you get a nice rep who will send you the replacement remotes for free.

 

Another thing you may want to do is the next time you see a U-verse truck parked in your area stop and ask the rep for some free replacement remotes. The last time a tech was at my house for another problem I pointed out one of the remotes no longer worked the volume very quickly. He said that is always the 1st thing to go out and gave me a couple new ones for free. So now I have a spare and the tech said he "hands them out like candy" while always carrying a box of 20 on his truck.

 

Good luck. Smiley Happy

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 12 of 37
Contributor

How do I get a replacement for a failing remote control?

AT&T: the remote control for one of my U-Verse Cisco boxes is failing - 'volume down' no longer works. I'm sure it's the remote that is failing. How do I get a replacement without trying to navigate your VRU and/or speaking to somebody in India? d.v.v.
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Message 13 of 37
ACE - Expert

Re: How do I get a replacement for a failing remote control?

You need to call, use the instructions in my sig and they should be able to send you one.

 

A work around I found is to press the TV button and then the R/L  arrows become volume control on my Panasonic plasma.  Push the ATT button and control is returned to Uverse. Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
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

*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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Message 14 of 37
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