AT&T Replaced Bad Receiver with a Newer Model (Not my choice) - Am I really locked into a new 2 Year Contract?

Hello @IAmAnUnhappyCamper, we realize that you have concerns regarding the replacement of your receiver. We want to provide you with the most accurate information. We're sending you a PM to review your account and work on this together. William, DIRECTV Community Specialist

A warranty replacement does not renew the agreement, but an optional upgrade does.

What was the model of box replaced?

The receiver that went bad was a HR 24-200.  They advised that they no longer have these devices and said they were sending me an HR 54-500 as the replacement.  Since I had no chance to receive a "like for like" replacement, I do not feel I should be placed under a new 2 year contract.  Are they in the right by putting me into this new contract?

And...where can I find in my online account that I actually DO have a contract and how many months are left on it?

Yes, replacing an HR24 with an HR54 causes a 2 year contract since it isn’t a ‘like for like’ replacement. The HR24 is a 2 tuner standalone HDDVR while the HR54 is a 5 tuner Genie receiver.

I don’t believe there is a way to check the status of your contract online, you can find this out by calling into directv (number in my greeting below). Otherwise, from the time the replacement of the HR24 was initiated, the new 2 year contract commenced. 

They had no "like for like" replacement unit and I had no choice in what they sent me.  So are you saying that in order for me to continuing watching TV in that room, I have to sign a new contract?  That's not right!

Technically they have a low stock of the HR24 receivers so the agent you were talking to was a bit misleading. Otherwise, yes, what I said is what DIRECTV policy is. I agree, this procedure is a bit flawed. 

Detuch254.  To say that their procedure is a "bit flawed" is an understatement of epic proportions.  I just finished an online chat with a DirecTv agent.  I do NOT have a new 2 year contract; however, I DO have a new 12 month equipment contract.  And if I were to cancel my service with them prior to that 12 months, I will be responsible for paying the balance for a device that I only wanted to replace.  I have been a loyal customer since 1993 and have never once, missed or was late on a payment.  This is all quite sad, if the truth be none.  Oh well.  

Chat is wrong.

To get the correct contract information, call DirecTV and when you get the voice system say "cancel". Only the retention agents should be the ones discussing that with you as there can be more internal details that front line agents and the chat agents (who are supplemental to support) have access to.

If a warranty replacement was ordered, then regardless of model there should not be a new agreement. I suspect the agent was wording everything to gain an upgrade of equipment on their stats.

Now if the agent over the phone can verify the agreement was in error, they should note the account. If you end up canceling within what the agreement's timeframe the cancellation/retention agent submits an ECF waiver based on the previous review.

Beyond that, I would consider a BBB complaint if they cannot resolve it. If they could not get a proper like for like replacement then it should not have been a normal upgrade.