Abused By Directv re this Receiver
Written: Jun 14 '06
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Pros: Lots of sympathy from tier one and two customer service reps but...
Cons: no ability to address this clear customer issue.
The Bottom Line: don't know. it never worked.
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| zwelling's Full Review: Hughes HR10-250 (250 GB) 200-Hours Video Recorder |
I never had a problem in the past with directv, but clearly this product is treated differently internally by the company. I ordered it from a customer service one night, assured that it would work. A few days later an installer came to our house, tried to install it and was unable to get it to work. When I got home, this new receiver didn't work, our other receiver no longer worked and two long cables were suspended on the outside of the house whereas all cabling ran though the walls, hidden from sight.
We called directv and they tried to troubleshoot the loss of service. During this time, they evidently activated the new receiver. When they couldn't get it to work, they scheduled a subsequent installer to come back to our house. The new installer refused to repair the work of the first installer because he said that the first installer "botched" the original installation. Evidently, the second installer was only authorized to clean up the installation but because it wasn't actually installed correctly, he wasn't going to work on it until the first installer returned with their mutual supervisor.
We considered this to be a waste of time and asked them to remove everything and return it back to where we started. After the second installer spoke with his supervisor and a directv supervisor, they removed all the equipment, restored our previous systems and left.
Directv called a few days later and said that they were sending a fedex pickup for the receiver. We told them that the receiver was taken by the installer. The installers returned a few days later with the box and apologized for everything that occurred. Directv sent a fedex label which we used to return the receiver.
We never received the 600 credit for the receiver even though multiple customer service representatives tell us that our record shows that the box was returned and that we are due the credit.
Evidently, no one is authorized to credit anything over $200. We've been told by some supervisors that once an order is activated, there's no one that can issue a credit over $200. We are out $600 and we have been actively abused by some directv personnel who insist that since the box was activated, we can not receive a credit even though it was authorized, returned and permitted.
I've never been able to get a true understanding on this issue other than it's clear that directv is very sensitive to this particular box. I think it might be either a known defective product, a difficult installation or both but I can assure you that if they can't get it to work, they have no means by which to credit you.
I've initiated a charge back with the credit card company and intend to switch to comcast when we move in two months. For what its worth, we were a $100.00 a month customer with directv in the past with perfect credit and payment history.
Recommended:
No
Amount Paid (US$): 609
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Epinions.com ID:
zwelling
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Reviews written: 2
Trusted by: 1 member
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