Hello fellow SatGuys! Been a long time since I've been on the site...
My elderly father recently had an issue with his DTV receiver (a Genie of some sort, I haven't paid close attention...he just calls it his "tower") on a Friday a few weeks ago. The offshore phone support determined that the receiver needed replacement and submitted a work order for a new receiver and remote as well (at Dad's request). The earliest a tech could arrive was on Sunday.
Sunday afternoon, the tech arrives and says that he's there to check for service issues. Dad tells him that he's supposed to be replacing the receiver, but the techs work order apparently doesn't mention that. The tech runs his tests and verifies that the receiver still needs replacement but he doesn't have one on the truck (but he does have a new remote). The tech calls a coworker who has a receiver and arrives in 30 minutes. They have Dad electronically sign some paperwork to "ok" the replacement, do so and all is working fine.
A few days later, Dad receives an email from DTV thanking him for extending his contract. He tells me that he never requested an extension and was never told by the techs that he was agreeing to an extension by signing the replacement agreement (all he saw on the device was a space to sign in, nothing staying what he was agreeing to). As far as I'm aware, this was not supposed to be a service or equipment upgrade, just a defective equipment replacement, for which he pays a monthly fee for coverage (similar to what I used to pay as a Dish customer).
He's understandably upset, feeling he was unloading deceived into extending his contract and would like to get the extension removed, but is quickly frustrated with trying to deal with the offshore support teams, who he can't understand half the time. Is there a better option for him to contact (email, phone or maybe even the local ATT store) rather than trying to deal with their first-line support? If he can't resolve it soon, he'll likely jump to Dish (who apparently has an offer for a $300 credit/gift card according to him?).
Thanks in advance for any suggestions you may have!
My elderly father recently had an issue with his DTV receiver (a Genie of some sort, I haven't paid close attention...he just calls it his "tower") on a Friday a few weeks ago. The offshore phone support determined that the receiver needed replacement and submitted a work order for a new receiver and remote as well (at Dad's request). The earliest a tech could arrive was on Sunday.
Sunday afternoon, the tech arrives and says that he's there to check for service issues. Dad tells him that he's supposed to be replacing the receiver, but the techs work order apparently doesn't mention that. The tech runs his tests and verifies that the receiver still needs replacement but he doesn't have one on the truck (but he does have a new remote). The tech calls a coworker who has a receiver and arrives in 30 minutes. They have Dad electronically sign some paperwork to "ok" the replacement, do so and all is working fine.
A few days later, Dad receives an email from DTV thanking him for extending his contract. He tells me that he never requested an extension and was never told by the techs that he was agreeing to an extension by signing the replacement agreement (all he saw on the device was a space to sign in, nothing staying what he was agreeing to). As far as I'm aware, this was not supposed to be a service or equipment upgrade, just a defective equipment replacement, for which he pays a monthly fee for coverage (similar to what I used to pay as a Dish customer).
He's understandably upset, feeling he was unloading deceived into extending his contract and would like to get the extension removed, but is quickly frustrated with trying to deal with the offshore support teams, who he can't understand half the time. Is there a better option for him to contact (email, phone or maybe even the local ATT store) rather than trying to deal with their first-line support? If he can't resolve it soon, he'll likely jump to Dish (who apparently has an offer for a $300 credit/gift card according to him?).
Thanks in advance for any suggestions you may have!
