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-- CC protection plan (http://archive.tivocommunity.com/tivo-vb/showthread.php?threadid=182263)
Posted by Bill Broderick on 06-30-2004 12:26 AM:
Originally posted by Tom L
Did CC offer to send another unit, if you waited until they came back in stock online?
Kind of. But it wasn't that straight forward. I'd have to return the first unit to the local store and then attempt to buy another one online when they became available.
How about a refund, since they cannot do what the warranty clearly states.
They didn't specifically offer one. But I didn't ask for one either. Based on the methodology for getting a new unit from the website, I guess there was nothing that actually required me buying a new one from them.
I'm not sure I'd be interested in talking to Directv, they might pull that, "we will send a Tech out"..
I had concerns about that as well. However, I had the name and phone # of the Circuit City service person who was authorizing the swap. I was told by CC that if there were any questions on D*'s part, I should have them call her directly. Essentially, D* was doing the swap on behalf of Circuit City. If I had the "we will send a Tech out" issue, I could have just as easily said "Never mind" and called the CC service person directly.
After talking to the level 1 CSR and telling them that CC told me to call them for a swap, I was transferred directly to the group that does the swaps. There was no problem resolution attempted at all. The only reason that I even had to tell them what the problem was, was to allow them to enter it into their system.
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