Protection Plan Question

[John73]

Hey Guys,

Sorry if this has been asked before.

I have had the Protection Plan ever since I've had Directv which has been since 2004.

I have not had any commitment since Feb. 06.

I have replaced receivers in the past under the Protection Plan and there was no charge at all.

I called Directv about a problem with one of my receivers and after some troubleshooting they decided to ship me another receiver.

All of my receivers are Directv Tivo's.

The CSR could not say what receiver I would get but that it would be a DVR.

She also said that there was a shipping charge of $19.95 and that the receiver would be considered leased and that if I ever cancel Directv that I would have to return it. She said that there would be no commitment required.

Was she correct in what she told me?

I thought that since I had the Protection Plan that there would be no charge and that since I owned all of my receivers that I would also own the replacement receiver.

Thanks for listening.

[timlinca]

Wow, if that's the case, I'm dropping my protection plan.

Sorry I don't have any usefull information for you but that seems just plain wrong.

Tim

[hiker]

What you were told was wrong. Call back and ask for a supervisor and get it straightened out.

[John73]

What you were told was wrong. Call back and ask for a supervisor and get it straightened out.
hiker,

Thanks. What exactly was she wrong about?

[Jon J]

Unfortunately, you called the wrong number.

The direct number to the Protection Plan is 1-800-955-4935.

Reps at this number will replace your failed receiver free of charge.

However, if your account has incorrectly been flagged with a new programming committment, you will need to patiently jump through a few hoops to make sure this mistake is corrected on your account.

Also, keep copies of all paperwork since the equipment depot is famous for not logging in returned equipment resulting in your being billed for it. Again, paperwork prevails.

Jon

[John73]

Unfortunately, you called the wrong number.

The direct number to the Protection Plan is 1-800-955-4935.

Reps at this number will replace your failed receiver free of charge.

However, if your account has incorrectly been flagged with a new programming committment, you will need to patiently jump through a few hoops to make sure this mistake is corrected on your account.

Also, keep copies of all paperwork since the equipment depot is famous for not logging in returned equipment resulting in your being billed for it. Again, paperwork prevails.

Jon
Jon,

Thanks.

A few months ago Directv sent me a card with a phone number to call for faster service since they considered me a good customer. I believe the term they use is the "A" list.

So that is why I called the number I did.

Why wouldn't the CSR knowing that I had the Protection Plan transfer me to the proper phone number or at least tell me that I should call the Protection Plan phone number?

So much for being on the "A" list! Pity the people on the B C or D list!

Anyways, thanks again and I will call back and see what happens.

[Jon J]

Why wouldn't the CSR knowing that I had the Protection Plan transfer me to the proper phone number or at least tell me that I should call the Protection Plan phone number?
Because they don't really understand the PP. They are only trained to replace a receiver for a fee and contract extension.

You can find the number I gave you on the PP explanation of benefits form available on the D* website. But, you've got to really look for the form. It is buried pretty deep.

[John73]

Hey,

Just an update.

I called the Protection Plan number and at first, the CSR thought that the original CSR was correct but after putting me on hold and discussing this with someone else she agreed that the first CSR was mistaken .

She said that she would credit me the Shipping and handling charge and that the receiver would be considered "owned" not leased and that I would not have to return it if I ever canceled Directv.

I thanked her for all her help and thought that everything was ok. Wrong!

Ten minutes after hanging up I had no Directv service at all.

I checked the settings system info screen and it showed that my account had been closed and that my DVR service was inactive. All my receivers showed the same thing. No service on any receiver.

Called back and explained the situation again and finally a CSR reactivated my service and I'm back in business.

So to recap, two days and four different calls to Directv just to replace a receiver covered under the Protection Plan.

Have to reconsider if the Protection Plan is really worth it.

Anyways, Thanks Guys for all the help.

[MikeF]

This has me wondering now... If you have a protection plan on a DTivo and it dies, are they going to replace it with another Tivo unit? Or do you get the "newer and better" :p R15? If thats the case, why have the protection plan? Most of the time when I call DTV anymore they offer me a free R15 anyway, so what protection am I really getting (other than the new one would be leased I guess).

Just curious. I'm seriously considering dumping the proteciton plan as it seems like I'm being insured for something different than what I intially bought this insurance for.

[John73]

This has me wondering now... If you have a protection plan on a DTivo and it dies, are they going to replace it with another Tivo unit? Or do you get the "newer and better" :p R15? If thats the case, why have the protection plan? Most of the time when I call DTV anymore they offer me a free R15 anyway, so what protection am I really getting (other than the new one would be leased I guess).

Just curious. I'm seriously considering dumping the proteciton plan as it seems like I'm being insured for something different than what I intially bought this insurance for.
Hey Mike,

When I spoke to the first CSR that wrote up the order for the replacement, she said that although she could not say for sure which receiver I would get,she said that she would write the order for another Directv Tivo.

As far as the protection plan goes, upon further review, it would come in handy for dish realignments or multiswitches and of course replacement receivers.

So as of now, I'm going to keep the plan for a little longer.

Later.