Broke equipment and now they extended service commitment

This is a customer to customer forum.  Replacement receivers like for like do not start or extend a commitment.

@gamblerbad 

Warranty replacement is drop shipped (no tech sent), is like for like (same model line) and doesn't come with a service agreement. Agent over the phone messed up by placing either a service call or upgrade. If was service call, then tech on site activated the box as an upgrade in error. So agent over the phone messed up either way.

What was the model of the old box and the one that replaced it? If verified like for like, then I would call back once and request a supervisor. They cannot remove a service agreement, account has to be noted of the error in detail so that if you cancel before the time is up they submit a waiver request on the ECF at that time. But hopefully the supervisor can reinstate the free DVR service (until upgrade), or submit request to the backend to do so.

If that doesn't work, a BBB complaint would be the next step to send this to the corporate level. Normally results in contact back from their Office of the President within a few business days.

Hopefully the initial order of this wasn't for an actual upgrade (not like for like) in the first place. That would have resulted in an email confirmation verifying the 24 month service agreement for you to review before the work was done. That would be all they need to say account is correct.

As a side note, I would consider the "value" you get out of the protection plan. Service calls are $99, delivery of replacement box $19.95, and remotes $15 (cheaper through online retailers). Base level of protection plan at $8.99 a month ($107.88 a year), whether you use it or not. In my opinion, if you have to use it enough to make the plan cheaper than the one-time costs then something is seriously wrong with your service.

Hi, @gamblerbad. We're sorry for your customer service experience. We'd like to investigate this further for you. Our specialists are prepared to help you with the service agreement for this device and to verify the free DVR promotion you're currently enrolled in. Please check the DM we have sent you, so we can provide you with additional assistance. Charles, DIRECTV Community Specialist

It's possible they created an upgrade when they should have made a service call. I suspect representatives have a metric about how many service calls they create and that this unintentionally incentivizes them to create upgrades rather than service calls. I have no idea if this is true in your case or not but it's a possibility. A replacement on a service call. should not trigger a new commitment.

Thanks everyone.  I contacted the number provided.  After an hour on the phone, I spoke to a competent person that is helping.  They said it would be 2-3 billing cycles before it is corrected.  

@Juniper Fyi, the Protection Plan is now $9.99 a month 

@Good4u 

Thanks for the correction. Been at $8.99 for so long I just typed it out.

As the plan increased to $9.99 a month ($119.88 a year), then even more I say the one-time costs are cheaper in the long run.

Regardless if agent ordered an upgrade, or placed a service call and tech on site did upgrade activation in error, it was their fault to begin with as should have been warranty replacement drop shipped only.

As for 2-3 billing cycles to reinstate the free DVR promotion, that sounds iffy as shouldn't take that long. I would still be prepared for a BBB complaint.