I have 5 receivers and 2 are HD receivers that do not work. A tech came out, tried to fix them but they are beyond repair. They fail to turn on or turn off. The tech had the same HD model receiver in his truck but he tried to install it and it did not work either. He said he would order 2 new HD boxes and I'd have them in 2 days.
After 2 days nothing had arrived so I called the 800 number and the customer service rep said the tech never ordered the boxes. The customer service rep makes my situation a "urgent escalation" and said someone will call me in one hour.
Twenty four hours later, I had not received a call. I call the 800 number again and they transfer me to the Product Protection Plan dept. The rep says my bill is due and I have to pay before I can get the 2 replacement boxes. I ask to speak to a supervisor. He apologizes for the rep and said my bill has nothing to do with me being able to get the replacement boxes because the problem is due an error on the part of the tech not due to something I did. He says the urgent escalaltion should result in me getting a call in 3 business days not one hour.
Three business days later, no one had called me so I call the 800 number and they say I need a Case Manager since I need more than one HD box replaced. I complained that everyone I spoke to knew I needed two boxes so why did it take a week to decide I need a Case Manager? The Case Manager calls and says I need to pay my bill. I told him I had already gone through this with the Product Protection dept and they said my bill is not an issue. The bill became due in the middle of this mess so it's over due by 5 days and I always pay my bills. I feel I am being held hostage and the company really has no clue what to do.
I have been going in circles with this problem and I need service. I need to have the two HD boxes replaced.
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