DirecTV Inc Complaint - Take back your leased receiver!
On August 18th, 2010 I finally received my replacement receiver. After hours spent on the phone at the beginning of August trying to diagnose my problem, the solution was to send me a new access card. It took 10 days for the access card to arrive. Then I had to spend another hour on the phone to then find out that I needed a replacement receiver, which would take another week. I received the replacement receiver a couple of days ago FINALLY. I spoke to customer service and got the new receiver activated. Here is where my problem started. The customer service representative informed me that I had to dispose of the old receiver because it was broken. Wait what? This is leased equipment. In California, it is against the law to just throw something like this in the trash. It has to be taken to an e-waste recycling facility to be disposed of properly. Apparently, from DirecTV’s point of view, once the equipment is “broken”, it is no longer leased, but owned by the customer. Well, I requested that they send me a recovery package and / or a prepaid shipping label to send it back to them. It is their equipment, therefore their responsibility. I look at it like you have leased car under warranty and say the engine is shot. Instead of it being towed back to the dealership, the dealer delivers you a new car and tells you and refuses to take possession of the old car.
So, I ask for the manager. I end up speaking to Kyle, Employee # V1688, in Technical Support. He refuses to send me a prepaid shipping label so I can ship their equipment back to them. I have been a DirecTV customer for over 5 years, paying them $95 a month. That is $6000 + in revenue to them. The cost to ship this back to them would cost them a max of $15. It is totally irresponsible, inconsiderate, and insulting that I would be treated this way.