View Full Version : Question Regarding DirecTV's Replacement Policy
Striker
10-01-07, 05:13 AM
Morning:
My HR20 started acting weird last night so I rebooted it. It will not get past the Step 1 of 2 screen. After checking around here, this seems to be a recurring problem. The unit is leased and I do not have the protection plan. I've had this particular box since Fall 2006.
Before I call up DirecTV I'd like to know if they will replace the receiver without having purchased the protection plan. I know the HR20 comes with a 90 day warranty, but it seems from what I've read here that DirecTV doesn't really follow this rule.
So, am I safe to call up and ask for a replacement? Any help would be great. Thanks!
They will replace it BUT you will have to pay a $20 shipping fee.
fwlogue
10-01-07, 05:36 AM
Morning:
My HR20 started acting weird last night so I rebooted it. It will not get past the Step 1 of 2 screen. After checking around here, this seems to be a recurring problem. The unit is leased and I do not have the protection plan. I've had this particular box since Fall 2006.
Before I call up DirecTV I'd like to know if they will replace the receiver without having purchased the protection plan. I know the HR20 comes with a 90 day warranty, but it seems from what I've read here that DirecTV doesn't really follow this rule.
So, am I safe to call up and ask for a replacement? Any help would be great. Thanks!
Do you have a network cable attached to the unit. If you do try unplugging the network cable then start it up when it comes all the way up the plug the network cable back in. This has been known to cause an issue with some folks.
Striker
10-01-07, 06:08 AM
They will replace it BUT you will have to pay a $20 shipping fee.
$20.00, eh? That's not too bad.
Do you have a network cable attached to the unit. If you do try unplugging the network cable then start it up when it comes all the way up the plug the network cable back in. This has been known to cause an issue with some folks.
No, I don't have a network cable attached to it right now. I think the hard drive died. The unit is making an awful high pitched noise and the drive is chattering so loudly I can hear it 30+ ft away.
Have you tried to reformat the drive?
dbmaven
10-01-07, 08:11 AM
$20.00, eh? That's not too bad.
No, I don't have a network cable attached to it right now. I think the hard drive died. The unit is making an awful high pitched noise and the drive is chattering so loudly I can hear it 30+ ft away.
Definitely the hallmark of a hard drive that's about to tear itself to shreds......get that HR20 replaced...
Do you have a network cable attached to the unit. If you do try unplugging the network cable then start it up when it comes all the way up the plug the network cable back in. This has been known to cause an issue with some folks.
Sorry to go OT, but Fred, the puppy in your avatar is GREAT!! Is it yours? :backtotop
Jon
boomertsfx
10-01-07, 10:41 AM
Have you tried to reformat the drive?
hah, if the drive is making noise that you can hear over 30' away, I think it's toast :)
[QUOTE=Striker;1177517]$20.00, eh? That's not too bad.
We kind of have two threads running right now on the same topic. But from what I am being told in the other thread, they will replace your receiver for $20 shipping, but you will have to extend your contract for another two years if you don't have the protection plan!! Total BS IMO:mad:
jimb726
10-01-07, 11:19 AM
[quote=Striker;1177517]$20.00, eh? That's not too bad.
We kind of have two threads running right now on the same topic. But from what I am being told in the other thread, they will replace your receiver for $20 shipping, but you will have to extend your contract for another two years if you don't have the protection plan!! Total BS IMO:mad:
Yes that is correct, now that being said, if the additional commitment is an issue with you, sometimes you can add the protection plan on the spot. Usually the first month is free and then you pay the next 11 months. The other thing to worry about is whether or not they take your word on the drive failure, hopefully they dont insist on a service call. That too is covered under the service plan. Good luck.
[quote=JonVig;1178143]
Yes that is correct, now that being said, if the additional commitment is an issue with you, sometimes you can add the protection plan on the spot. Usually the first month is free and then you pay the next 11 months. The other thing to worry about is whether or not they take your word on the drive failure, hopefully they dont insist on a service call. That too is covered under the service plan. Good luck.
Does the service plan cover dish realignments?
jimb726
10-01-07, 11:28 AM
[quote=jimb726;1178181]
Does the service plan cover dish realignments?
It has for me. Any little problem I have, I call. Alignments, reception, etc. The main reason i have it is that I travel quite a bit, so if there is an issue my wife can call and someone comes out. I have had enough service and enough replacemnts over the years that I feel I am way ahead of the game.
Michael D'Angelo
10-01-07, 11:28 AM
[QUOTE=jimb726;1178181]
Does the service plan cover dish realignments?
Yes. It covers all service calls and all equipment replacements.
Well I'm sold. I am going to D*.com and add the protection plan to my account. $6 p/mo aint gonna break me.
Thanks for everyones help!!
Jon
Well I'm sold. I am going to D*.com and add the protection plan to my account. $6 p/mo aint gonna break me.
Thanks for everyones help!!
Jon
Good choice, I need new remotes every once in a while and they're included too.
fwlogue
10-01-07, 11:43 AM
Sorry to go OT, but Fred, the puppy in your avatar is GREAT!! Is it yours? :backtotop
Jon
Yes although she is 5 years old now not so much a puppy
fwlogue
10-01-07, 11:46 AM
[QUOTE=jimb726;1178181]
Does the service plan cover dish realignments?
Yes covers anything at all with the equipment. I recently had to have them come out and treplace and LNB and re-align the dish all at no charge.
Ed Campbell
10-01-07, 11:51 AM
Well I'm sold. I am going to D*.com and add the protection plan to my account. $6 p/mo aint gonna break me.
When we went to the 5 lnb dish - and I saw how much more work it was to install - I decided to add the protection plan. The few small service issues I've had were dealt with within the specified 24 hours. Good enough for me.
jimb726
10-01-07, 01:30 PM
As all of the above have said, I have had a dish replaced, many remotes, 2 sony hd receivers, at least 6 hr10 and several dvr-2's replaced, and several service related calls, and none have cost me anything at the time. I think that I am so far ahead that I see no reason to take it off.
[QUOTE=JonVig;1178191]
Yes. It covers all service calls and all equipment replacements.
That's not really true...they have a very long list of exemptions including problems caused by bad installs, being hit by objects or "acts of god". So, if the dish moves on its own you're covered...otherwise...
Take a look for yourself.
Striker
10-01-07, 02:01 PM
Afternoon:
Wow, I didn't expect to see so many people replying to this topic when I came back to it. I decided to call DirecTV again since a lot of people said I would be extending my contract as I don't have the protection plan. After reviewing my account and equipment order, the CSR reported that a contract renewal is not required in this case. I double checked with the Activations department and they echoed the same information.
I was told that the system is not requiring an automatic contract extension (contract ends October 12th) for me. Maybe it has something to do with the Hearts rating? Just to be safe, I took the information of both CSRs so I can reference the conversations.
Have you tried to reformat the drive?
Yes, I tried to reformat it using the method found here at the forums. No luck.
Striker
10-01-07, 03:07 PM
Afternoon:
Decided to check my recent activity log on DirecTV's site and found this:
10/01/2007 xxxxxxxxxxxx $19.95 Delivery and Handling - Charge $19.95 $1.65
10/01/2007 xxxxxxxxxxxx No Annual Commitment - Charge $0.00 $0.00
I removed my access card number for privacy reasons. Looks like they kept their word. :) I really didn't want to sign a 2 year agreement anyhow.
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