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Direct TV, Nevada Complaints & Reviews - Faulty Power Supplies in model # D12-500 standard receiver |
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Direct TV |
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Faulty Power Supplies in model # D12-500 standard receiver
Complaint Rating: 
Company information:
Direct Tv
Nevada
United States
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Despite the information I received from Direct TV Tier 2 Tech support for the Protection Plan department in a city in Pennsylvania, Direct TV has not notified customers that they "Know" that
the model # standard-D12-500 receivers, have defective or faulty power supplies.
I became a customer less than 1 year ago, and today the 3rd different receiver I had professionally installed by their own contractor/installers, has in fact quit, died, doesn't work.
Each receiver was installed in separate locations in my home, all are on power strips, all are on different
circuit breakers, but still the model # standard-D12-500 receiver died.
The first receiver was the least used, and it died first.
The second receiver was the most used, and finally the 3rd unit died and here is the problem;
They do not want to replace what they know is faulty, even though I bought and maintain their
"Direct TV Protection Plan". Instead, they have referred me to an internal department called:
"Case Management".
After talking to a rude condescending, smarmy, Pennsylvania Supervisor named: "Steven" in their Tier III Technical Support area for the Protection Plan, He did nothing, and worse, said that
"he could do nothing and that even though I keep talking now for 12 minutes, that you [I], would have to talk to "Case Management" before a replacement would be ordered".
- He did not empathize or ever say he understood my dissatisfaction at all
- He made no effort to resolve the problem
- He was very condescending, smarmy in his tone, attitude and was clearly obvious he didn't care
- He would not give me the phone number to the "Case Management" department
- He made no attempt to do ANYTHING!
* In all honesty, I called him a "Smarmy, condescending punk". [Many would have said much worse]
If Direct TV knew there is an issue with the model receivers, why should I have to talk to anyone before the unit gets replaced?? I have paid for the protection plan, and even though they are fully aware of their model # standard-D12-500 receiver having defective of faulty power supplies, in stead,
because they have another layer of wasted processes that I have to jump through in order for them to "make good" on both their Protection Plan, and for them to deal with their own know issues dealing
with model # standard-D12-500 receiver having faulty or bad power supplies.
[as told to me by their own Tier II Technical Support area for the Protection Plan Associate]
I am very angry, but unfortunately, I've got some more months left on my contract.
I guess that is what I have to look forward to from their customer service, and from their company.
I guess they feel their are more customers, "in the bush" they'd rather have than the ones they already have being happy.
If they make good, I will post that here too. But as for now, I have to talk to their
"Case Management" department. I hope they are not from Pennsylvania too!
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 United States |
 Satellite & Cable TV |
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| Hey there! I am having issues with my equipment too. About weeks ago my first receiver went out and on the day I got the one to replace that one, my second went out. I don't have the protection plan and I paid $20 for the shipping for the first one and I'll either have to pay another $20 for SHIPPING or I'll have to buy the protection plan. Sigh. Damn the man... |
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I just had the same issue today with one of my receivers. I called customer service and was told that they know that it is a problem and that it would be replaced at no cost because I have the protection plan. I was shocked that I would have been paying for a replacement if I wasn't on the plan.
I work in the telecom industry and am responsible for making sure customers get kits for DSL. If customers call in about faulty modems, we replace them without any cost to the customer because it is OUR faulty equipment. When I ordered Direct TV, I was told that the plan only covered the satelite outside, which makes a little more sense.
This isn't the first issue I've had with Direct TV. It took them about 3 missed appointments (they never showed up) before they were finally able to get a contractor to come install it. I will be looking for another provider when my contract is up. Not very impressed with them. |
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Hello All, I am the "Angry Customer in NV. who originally posted the complaint on 5/26/09.
As promised I am following up with the resolution.
After multiple phone calls from and to their "Case Management" department,
their "Customer Advocacy Team- Cimarron" and also after sending emails through
their website, to their COO, and being very persistent with them, they did get me
a replacement receiver, but failed to send me a "Recovery kit" to mail them back their defective receiver.
Even with a "Protection Plan", I was on the verge of getting shafted by Their "Case management Team" for a $55.00 fee. You see, if you do not return the defective unit within 7 days, a fee is charged to your Direct TV account. I had to continue to talk to another "Case Management Rep." to get a "Recovery Kit" sent to my house. The actual replacement receiver came on 5/28/2009 in the afternoon, it did not come with return shipping instructions or even activation instructions.
[I was glad that at the point of talking to each layer of people in each department redundantly,
I asked the same questions over and over to every person I talked to, because the information I was given seemed to change with each person, and department - somehow I discerned their process]
I did not get the "Recovery Kit" until 6/3/2009, and it wasn't picked up by Fed Ex until around noon 6/4/2009. [The shipping label Direct TV provided was a Fed Ex "Express Saver", not overnight]
Again, I had 7 days to return the defective unit, and they were cutting it too close, and again, it was
their processes of doing business which kept me angry, and still looking at them critically. To date,
they have no concern that they got me angry to begin with or having gave a defective unit, broken processes, and misleading personnel. This can be fixed with the right process consultant, I happen to have been one in my business life for a very large multinational corporation.
HERE IS THE "CASE MANAGEMENT" PROCESS I WAS SENT THROUGH/(condensed):
[*Please note: Additional time, emails, and conversations were had with my initiating them in between each step of this process outlined below]
1- I made my original complaint late on 5/26/09, to mainly the "Protection Plan department"
[who I had been forwarded to because it was a technical issue according to the initial phone rep.]
2- The "Tier II Technical Support" [which is the Protection Plan department"] forwarded me to
"Case Management". {The reason they gave was that I had already had 2 defective units replaced and their was too much "account activity".} DUH!
3- "Case Management" called me the next day, and ordered a replacement unit, but forgot the
"Recovery kit" to mail back to them the defective unit".
4- I called "Case management" daily until the unit arrived. They gave me a PIN to even get through to their department, without a pin, you cannot even contact them, and it changes daily.
[*Case Management reps, all promised that I would be contacted with an ETA of the replacement unit, but the "Case Owner" never did provide that information to me nor did she call me back when I left messages for her to, nor did she notate my account on the ETA so that any Case Management Rep. could have told me that information easily.]
5- Each time, daily when I called "Case Management", I had to speak to a different person, because
it is their "PROCESS" to not give you a direct line to the original person you talked with.
Instead, whichever Case Management Rep you get, sends the "Case Owner" a request by email for them to return contact to you. [My case manager never did return my calls, until after I got the replacement unit installed and activated with yet another "Case Management Department Rep."]
6- It was my questioning that Case Management Department Rep who helped get the replacement receiver activated, for the "Recovery Kit".
7- That Case Management Department Rep. did not know "HOW" to get me a "Recovery Kit",
and so I was on hold while he got trained in ordering what should have come with the replacement
receiver to begin with. He finally was able to order the recovery kit, and I at this point requested that
my "CASE" remain "OPEN" until the unit was sent back to them, and that I was not charged the $55.00 fee for missing the 7 day deadline due to their errors in their processes.
8- I got the "Recovery Kit" on 6/3/2009, and Fed Ex'd the defective receiver back to them on 6/4/2009.
8- The "Case Owner" from the Case Management Department called after many days, and my phone calls to ask if everything was properly operating with the replacement receiver they sent. She called
on 6/5/2009 at 2:59 Pm PST. [She hung up abruptly, not allowing me to question her about not charging the $55.00 fee to my account for not being able to return the defective receiver within their
specified timetable.]
9- So far, the receiver is working fine, and I will be watching to see if they have the nerve to charge my account that $55.00 fee for missing their deadline, but you know I'll keep you posted.
*Special Note[s]*
It is Direct TV's process that when your account goes into their "Case Management" department,
the first person who calls you is referred to as the "Case Owner".
Also,
I did purchase the protection plan from the moment I ordered service from Direct TV,
and yet, they sent my account into "Case Management". In fact, I was told that anytime I call
them from now on, [for the next 9 months] I will immediately sent to one of the "Case Management" reps.
And,
A "Recovery Kit" consists of: a Fed Ex return postage paid label, packing instructions, and Fed Ex instructions.
** Whatever you do, take copious notes which includes getting employee I.D. numbers which they
must give you even though they may not tell you their actual real first name. [most do not]
SO make sure you get employee ID Numbers. Ask ever person you talk to the same questions,
each one has a level of knowledge and willingness to either give you the correct information or not.
** Many of the Reps. just want to pass the buck via "Noting" your account, and don't really do it, make them read back to you the information you want noted on your account to insure they did it at all, especially your phone numbers or contact information and information you are requesting specifically. Make them read it back to you, make them read it back to you, do not let them off the hook by telling them your information again after you ask them to read it back to you. If they admit to failing in properly noting your account, give your information to them again, and repeat the read back. It is the only way to get what you need documented on your account.
__________________________________________________
If they charge my account the $55.00 or something else happens, I'll keep you posted,
-- Angry in NV. |
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| I had the same problem with the same receiver (and I live in Pennsylvania.) I had one die, and they sent me a new one and charged me the 21.00 shipping. Not less than a month later, the second one went out in the same manner. (I too have everything hooked up to a power strip, etc. etc.) However, I do not have the protection program. I called and talked to some Brit/Aussie who made me go through the ridiculous procedures to check if I didn't have it hooked up properly (I tried explaining that the exact same thing happened less than a month ago...yet he made me go through the hoops unless I wanted to be labeled "uncooperative".) Having done that, I asked if he could send me a new one (for the $21.00 fee again) and he told me "no, I could either a) buy the protection program or b) have a tech come out and install a new one." I told him I didn't want to take a day off work for a tech to install a new one (and charge me for a tech fee, whatever that might be) and I didn't want to get the protection plan (which seemed to me a scam; why should I pay for a protection plan when the problem was with their equipment?). I ended up telling him I couldn't wait till my contract runs out to which he had no reply. I am sure that if I let my contract laps and return the unusable receiver they'll charge me for it. Not sure what to do; I may just contact them again and threaten them with an FTC complaint. I'll repost when I hear anything new... |
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Same thing happened with me...I have two of these receivers that died in a 4 month span and DIRECTV won't do diddly to replace them. I am in month 22 out of my 24 month contract. They wanted to charge me 21.00 for shipping and then they would send me another unit but they would have to renew my 2 year contract...what a SCAM.
Take care of your customers DIRECTV, treating your customers in this manner when you know about problematic piece of equipment will only be your demise. Quality control and customer satisfaction prevents your churn in customer base - this has been going on too long. DIRECTTV executives need to step up and listen to their customers!
Jeff Gasner |
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