New Member
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34 Messages
My streaming box nightmare, any DTV reps available to help
I signed up for DTV streaming about 6-8 months ago. I bought the device outright. It failed after a week, then found out it wasn't a new one. They sent another that was supposed to be new, but it failed after about 2 weeks. I sent it back to get a refund and just use my ROKU. They told me they received it back, but then did not take it off my account. Now, I decided to try the device again. A customer service rep said she would send me a new one, no charge. Then I get an e-mail saying I had to send back the one I don't have within 30 days. I talked to another rep who tried to fix it, but then I get an e-mail saying they charged me because I did not return it within 30 days, even though it had only been one day. The rep, though, had given me a credit for $120. So now they still owe me $7.20, which I was going to let go, but then today I got what they sent me. A box only, no power cord, no HDMI cable, and most of all, no remote. So, todays rep said she is sending me a new one, but dollars to donuts, they will charge me for it. Right now they owe me a new box and $7.20. Also, since I sent today's back already, my account says I have three boxes, when I have none. I may be jumping the gun a little bit and maybe I'll get the $7.20 and the new box, but all things considered, I'll probably be charged more and get nothing. Today's rep said 6-10 days to get it. It isn't like I want something for nothing, with tax I'm paying about $155 a month. Also, when I called in 2 days ago, I would have taken a reconditioned one for $49, but I did not know that was an option. So, if I do get a new one, will it even work?
bcbsncjlj
ACE - Expert
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6.2K Messages
2 years ago
Sorry for your adventures, but this is only an open community forum of users sharing experiences and events. Once again, your best option is to contact a support rep, at support. We are only customers like yourself and have no access to accounts.
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nabuch
New Member
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34 Messages
2 years ago
Well of course I was right. They charged me another $127.20 for not returning the one they just sent me, so forget 30 days, it is now zero days. I did call in and get it straightened out, but I'm not holding my breath that I won't get charged yet again for just sending back the box only that was all they sent me. Anybody else have a story to tell?
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Tiger593
ACE - New Member
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1.5K Messages
2 years ago
That is really strange that they would send you a box but no cords or remote. I have had my box replaced twice and both times I got cords and a remote. I have also never seen or heard of anyone complaining about this! But If you have proof of return shipping for the boxes then you should be good and they will take the charges off as long as you kept the proof. It is not unheard of for brand new devices to fail although it is unusual to have 2 fail in a row. If you are not getting anywhere talking with a regular DirecTV streaming customer service rep then when I would call in and I would talk with the retention department they seem to be able to help people a lot better to get them you call customer service and say you want to cancel your service then you get transferred to them!
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