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Directv Customer Service.. they don't listen

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Old 05-26-2010, 03:30 PM   #1
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Default Directv Customer Service.. they don't listen

This morning one of our DTV DVR (a HR23-700) receivers stopped working..(It updated software last night) After resetting it, we had a frozen picture on the screen. No matter how many times we turned it on or off or reset it, we always had a frozen picture.. I then removed the suspected faulty DVR and swapped it with a working unit and everything worked fine. I then reinstalled the suspect DVR and it again didn't work. To me this indicates a bad DVR. After talking to DTV Support, the tech wanted me to visually inspect the antenna??? when 4 other receivers were working great??? Now I am being told that I will be scheduled for a service call within 3-5 days to inspect my system from top to bottom to determine what is wrong... #%^&*.. If they had listened to what I was saying, this particular receiver has issues and the location / tv where it is installed works great when another receiver is plugged in... Are they wasting both their $$$$ and my time when all they have to do is ship me a replacement? Now I have to take 1/2 day off to be here for the service call... I love DTV and am just venting..
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Old 05-26-2010, 03:41 PM   #2
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How do they know that you aren't "lying" just to get a free upgrade?

That's probably why they want to come and look.

What's the big deal, let 'em come and look.
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Old 05-26-2010, 04:37 PM   #3
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Default The Big Deal is....

Quote:
Originally Posted by DoctorCAD View Post
How do they know that you aren't "lying" just to get a free upgrade?

That's probably why they want to come and look.

What's the big deal, let 'em come and look.
I understand your logic as some people might try this to get a newer receiver BUT..the unit is already an HR23-700 with larger storage capacity.. not much better out there... AND the big deal is that I have to take 1/2 day off work.. that equates to time and money lost...
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Samsung HP-S4253 42" Plasma Flat Panel TV
Toshiba 32" LCD HD TV
Samsung 60" Plasma PN60A650 HDTV
2- DTV HD Receivers (HDMI)
3- DTV HD DVR'S (HDMI)
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3 -Logitech "659" Harmony Remotes
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Old 05-26-2010, 05:15 PM   #4
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It's a good vent. They just assume you don't know what you're talking about. To be fair they probably do get a lot of people who don't. Next time just tell them that it won't turn on at all and if your lucky enough to have a good CSR they will ship you a replacement.
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Old 05-26-2010, 05:47 PM   #5
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Quote:
Originally Posted by dd716ted View Post
This morning one of our DTV DVR (a HR23-700) receivers stopped working..(It updated software last night) After resetting it, we had a frozen picture on the screen. No matter how many times we turned it on or off or reset it, we always had a frozen picture.. I then removed the suspected faulty DVR and swapped it with a working unit and everything worked fine. I then reinstalled the suspect DVR and it again didn't work. To me this indicates a bad DVR. After talking to DTV Support, the tech wanted me to visually inspect the antenna??? when 4 other receivers were working great??? Now I am being told that I will be scheduled for a service call within 3-5 days to inspect my system from top to bottom to determine what is wrong... #%^&*.. If they had listened to what I was saying, this particular receiver has issues and the location / tv where it is installed works great when another receiver is plugged in... Are they wasting both their $$$$ and my time when all they have to do is ship me a replacement? Now I have to take 1/2 day off to be here for the service call... I love DTV and am just venting..
If it happens again, ask for a supervisor and tell them you are a tech. They will ship one out. Even though I am a tech I can't just pull boxes off my truck, last time I called they wanted to send a tech out, and when I told them I was a tech, thet just sent me the box
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Old 05-29-2010, 03:37 PM   #6
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I keep bugging them about when Topeka KS will finally get local HD. Its still not on a list. They just tell me to get an antenna. They wont tell me a month, a year or a decade on when they expect it to happen.
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Old 06-01-2010, 06:13 PM   #7
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this is an issue that is going to get worse and worse, i have had several HD DVR units fail, especially the silver ones...dont recall model #'s

In the past, all you had to do was tell them it failed, they sent you a new one, recently I had one fail and they wanted me to do some reboot thingy which it would not even do...

I had to call them back after doing it the next day for some reason, dont remember why, delaying the new unit some more.

If they ever told me the dish had to be inspected for a situation where it absolutely is the receiver, then that would infuriate me.
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Old 06-02-2010, 10:39 AM   #8
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Default $$$$ wasted!

The tech showed up at the very end of the availability window.. Took one look at the receiver and said.. It needs replacement! He removed it and before reinstalling a new one, cut the compression fittings of the cables and reterminated them.. It thought that this was strange since the last tech did exactly the same thing several months ago.. He said the terminations were the wrong type and besides, he was required to replace them whenever he had a house service call.. Then why didn't he do all of my other receivers? I called DTV to express my thoughts on their wasting my and their time.. but the answer I got... IT WAS POLICY to do things that way... Oh well, I am fixed... VENT OVER
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LG 37LC2D 37" LCD Flat Panel TV
Samsung HP-S4253 42" Plasma Flat Panel TV
Toshiba 32" LCD HD TV
Samsung 60" Plasma PN60A650 HDTV
2- DTV HD Receivers (HDMI)
3- DTV HD DVR'S (HDMI)
2 SD D-11'S
2 ANTENNA (18" Oval / Slimline 3)
3 -Logitech "659" Harmony Remotes
Nintendo Wii
Panasonic BD-60P BluRay
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