Duh! Late HDTivo rebate and lazy CSR

Discussion in 'DirecTV TiVo Powered PVRs & Receivers' started by dagap, Nov 12, 2005.

  1. Nov 12, 2005 #1 of 126
    dagap

    dagap New Member

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    Dec 5, 2003
    Alpharetta, GA

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    My $100 HDTivo rebate is overdue, so I used DirecTVs website to send an email to their customer service.

    48 hours later they reply: "I'm sorry but your email did not provide enough information for us to be able to answer your question. Please write us back and let us know if you have already submitted your completed rebate form. "

    Duh. That's just bad service. Instead of bothering to look for the rebate info, they throw it back into my court.

    OF COURSE I submitted the rebate form. So how about doing your job now and providing some "service" to this "customer" by looking up the freaking status?

    What a bunch of bozos. Witness the numerous posts here indicating DirecTV screwed up their rebate. They "never received" some submissions. Several people have called and received a credit in lieu of the rebate. Lots of screwups in our small sample. But others receive theirs promptly.

    What sort of system are they using over there? The most charitable excuse would be rampant incompetence.
     
  2. Nov 12, 2005 #2 of 126
    leftcoastdave

    leftcoastdave New Member

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    Sep 4, 2003
    Monterey, CA
    I suspect it is more a problem of too many customers and too few trained CSR's. The folks at customer retention (800-924-9081) are a bit more responsive than the average CSR.

    I sent my rebate request in more than 10 weeks ago and when I called to check the status, there was no record of them ever having received it. Initially the CSR suggested I resubmit it, but I convinced them that once was enough and they agreed to issue an instant credit of $100 instead.

    When I next inquired as to when I might expect the free D10 receiver they offered me in August, they again showed no record of my telephone order which was placed on September 28. The CSR re entered the order and told me to expect the interactive receiver in 2 to 5 business days.

    In the course of the conversation I am pretty sure the retention guy I spoke with implied they had been having some system problems and it looks like they clobbered a whole bunch of customer records at some time in the past two months.

    My experience with D* is that with persistence and patience, I always find someone to give me what I am seeking. While it is fair game to get irritated, I don't think it is appropriate to take out our frustration on a CSR who is probably unfamiliar with our unique set of circumstances.

    Dave
     
  3. Nov 12, 2005 #3 of 126
    dj4monie

    dj4monie New Member

    20
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    Sep 19, 2003
    Reseda,...
    Our rebate is way overdue as well.

    It was prolly caught in that snafu you spoke off.

    Updated when I find out more info...
     
  4. Nov 14, 2005 #4 of 126
    sjberra

    sjberra New Member

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    May 16, 2005
    Really glad to see I am not the only one that this has occurred with. Mailed mine back on 09/13 and have not seen nor heard anything on it. When I called in I was told to wait the full 8 weeks before calling back in, well tried that and was told they will call me back on the rebate. That was friday 11/11 early AM and no call back.
     
  5. Nov 14, 2005 #5 of 126
    PMKMDJ

    PMKMDJ New Member

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    Nov 5, 2005
    Omaha, NE

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    I emailed Friday regarding the status of my HDTIVO rebate and they responded that they never got the form. I called in on Saturday night and I received an instant $100 credit to my account. It's a little disheartening that they seem to never have received these rebate forms...hmmm.
     
  6. Nov 14, 2005 #6 of 126
    beelzabuck

    beelzabuck New Member

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    Aug 19, 2005
    My rebate also never came and I sent August 26. I called today and got a csr who agreed to just issue me a 100 dollar credit to my account. I tried to get another hd tivo at the same time, but couldn't do it.
     
  7. Nov 14, 2005 #7 of 126
    SkersR1

    SkersR1 New Member

    12
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    Jan 2, 2005
    Lincoln, NE
    I also sent my rebate froms in about 8-10 weeks ago. I called Friday to check up on it and the CSR said they had some technical issues and expect my check in 2-3 weeks.
     
  8. Nov 14, 2005 #8 of 126
    ciucca

    ciucca New Member

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    Jun 29, 2004

    After reading this post I called the regular CSR and asked about my 9 week over due rebate. The Rep basically told me the "check is in the mail". Now what are the other 2 great lies? :D
     
  9. Nov 15, 2005 #9 of 126
    cpemberton

    cpemberton New Member

    135
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    Nov 16, 2003
    I also did not received my rebate and when I inquired by email, was todl that DirecTV never received it. So I called and explained that I had sent it by priority mail delivery confirmation which means that I knew it was delivered to the address. The first CSR I talked to wanted me to resubmit the rebate and wouldn't try to fix this any other way. I called back and the second CSR requested the delivery confirmation number and once she checked and saw that the rebate showed as delivered on the USPS website, she offered to issue a $100 credit to my DirecTV account.
     
  10. Nov 16, 2005 #10 of 126
    dagap

    dagap New Member

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    Dec 5, 2003
    Alpharetta, GA
    So are they crooks are just completely incompetent?
     
  11. Nov 16, 2005 #11 of 126
    GadgetJunkies

    GadgetJunkies Gadgets yeeessss

    145
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    Sep 8, 2002
    Ohio
    On hold with the rebate dept. right now. Rebate submitted on 08/25/05 with no $100 check yet. They don't even show me purchasing the HD Tivo! I told her I'm looking at your bill right now with it on there. Hense this is why I'm on hold.........
     
  12. Nov 16, 2005 #12 of 126
    GadgetJunkies

    GadgetJunkies Gadgets yeeessss

    145
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    Sep 8, 2002
    Ohio
    They want me to send it in again for a THIRD time! Argggghhh! On hold for a supervisor.
     
  13. Nov 16, 2005 #13 of 126
    GadgetJunkies

    GadgetJunkies Gadgets yeeessss

    145
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    Sep 8, 2002
    Ohio
    $100 instant credit issued. Ironically, I'm home today waiting on a DTV service tech to come out and look at the HD DVR for the audio/video sinc problems I've been having.
     
  14. Nov 24, 2005 #14 of 126
    inaka

    inaka Well-Known Member

    23,063
    7,414
    Nov 26, 2001
    I still haven't received my $100 rebate...everytime I call, they just tell me they never got the form and want me to mail it AGAIN and AGAIN...anyone else still getting this nonsense??
     
  15. Nov 24, 2005 #15 of 126
    1999cobra

    1999cobra I HATE Vermont

    109
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    Nov 9, 2005
    NC -...
    I sent it back return reciept requested so at least I will have a signiture in case I have to pursue this ... (for all the good that will do)
     
  16. Nov 24, 2005 #16 of 126
    1999cobra

    1999cobra I HATE Vermont

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    Nov 9, 2005
    NC -...
     
  17. Nov 25, 2005 #17 of 126
    inaka

    inaka Well-Known Member

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    7,414
    Nov 26, 2001
    Yeah, well I saked to speak to a supervisor, and then just applied a $100 credit to my account. FINALLY. It's really a scam that they make people jump through hoops to get rebates that are 100% owed to them. In general, rebates are a coin flip depending on the retailer...
     
  18. Nov 29, 2005 #18 of 126
    jrredho

    jrredho New Member

    12
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    Jul 27, 2005
    I agree with all of this. I, too, had been put through the mill regarding
    receipt of my rebate.

    Only after I found this thread via a forum search, and realized that there
    was a bit of a pattern, did I call back the customer retention
    representative and ask to get an instant credit for the rebate amount. It
    was given on the spot.

    cheers,
    john
     
  19. Nov 29, 2005 #19 of 126
    keefer37

    keefer37 Active Member

    2,233
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    Oct 2, 2001
    Durham, NC
    This thread reminded me we have not seen our $100 either. I called and after extended periods of wait time, they came back and could not find any record of receiving my rebate.

    But they transferred me and are setting my account with a $100 credit. If I receive a check and cash it, they'll reverse the charge. I just called through the 800 number on that DirecTV card we got in the mail a few weeks back. Didn't actually go through retention or anything.
     
  20. Nov 30, 2005 #20 of 126
    toneman

    toneman This space for rent

    185
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    Oct 17, 2002
    Northern...
    Looks like I'll need to talk to the "right" person--foolish me took the CSR's word that my rebate concern will be forwarded to the billing department for "further research"... :mad:

    Like others in the this thread, I was told the same thing--"our system does not show that we received your rebate"...and this is more than two months after I mailed mine in...go figure. :rolleyes:

    However--in all fairness to the CSR, she did acknowledged that there have been issues with processing rebates during the past month or two. Now whether that was just a line she fed me just to keep me from blowing my top over this rebate fiasco, I dunno...
     

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