Failed install - What is my next step?

[dm999]

Hi all,

Had an upgrade installed for today, swapping out 2 HR10-250's for HR20's (or so I thought...)

I verified with DTV twice that they would be bringing out HR20's, and was assured that since the HR20's were mentioned on the order, that's what I'd get. In addition, I"d be getting a new multswitch and a slimilne dish.

FF to today...

Installer arrives with 2 HR21's. I asked about the multiswitch, and he said it wasn't on the order, nor was the dish. He was very polite, and said that he had the multiswitch and could add that to the order at no charge, but that he didn't have a dish on the truck. He said he had 4 upgrades today, and none had a dish on the order, but that at his last install, a second tech showed up as he was leaving to replace the dish.

We chatted a bit about the differences between the HR20 and HR21, namely the OTA input (which he wasn't aware of).

End result, he took the 2 receivers he had with him, and said he would check the warehouse for HR20's and call me back.

Again, he was very polite, but now I'm not sure where I should go from here. I'm planning on waiting until tomorrow afternoon to see if he calls back, but if not, what is my next step? Do I call DTV directly, or get the installers number (forgot to get a business card/number from the tech), or get the installers number from DTV and call them directly?

Thanks in advance for the help...

Trace Wilson
Jax, FL

[Michael D'Angelo]

:welcome_s to DBSTalk, dm999!

At this point the only chance and it is a very small chance is to get a refurbished HR20 from DIRECTV directly and there is no guarantee that they will have any and that will be the unit sent to you.

Since you need OTA tuners you would need to go with the HR21's and the add on unit AM21 for the HR21's. Call DIRECTV and see if they will add the AM21's for free since you are upgrading from the HD TiVo.

[mcbeevee]

If you could get Directv to send you a couple of AM21's at no charge, you would have the same capability as the HR20.

:)

[dm999]

That was pretty much what I thought, and if the installer had all the equip and the order correct, I woul dhave gone ahead and allowed the install, but I was uncomfortable with the MS nor dish being on the order, and him not having the dish on the truck.

Assuming he does NOT call back as promised, should I go through DTV to get them back out, or try to get the installers number from DTV and call the installer directly?

Thanks again for the advice....


Trace Wilson
Jax, FL

[Michael D'Angelo]

That was pretty much what I thought, and if the installer had all the equip and the order correct, I woul dhave gone ahead and allowed the install, but I was uncomfortable with the MS nor dish being on the order, and him not having the dish on the truck.

Assuming he does NOT call back as promised, should I go through DTV to get them back out, or try to get the installers number from DTV and call the installer directly?

Thanks again for the advice....


Trace Wilson
Jax, FL

I would go a head and call DIRECTV now so you can try to work something out with the AM21's and get set back up.

[RobertE]

The installer is not going to find HR20s at his warehouse. If he does, they will definitely be refurbs. The CSR should have NEVER promised you HR20s.

Don't hold your breath on him calling back.

For the switch. Do you just have the two HR10s? If so, no switch is needed.

For the dish, stuff happens. He could have had another tech bring him a dish or went and go one while the HR2xs were getting set up.

[dm999]

The installer is not going to find HR20s at his warehouse. If he does, they will definitely be refurbs. The CSR should have NEVER promised you HR20s.

Don't hold your breath on him calling back.

For the switch. Do you just have the two HR10s? If so, no switch is needed.

For the dish, stuff happens. He could have had another tech bring him a dish or went and go one while the HR2xs were getting set up.

Right now, 2x HR10-250 + 1x Sony SAT-T60. I currently have an Eagle Aspen S-4180-GX+. The installer said that one won't work, so it would need to be replaced.

Thanks again for all the help...

Trace Wilson
Jax, FL

[litzdog911]

Right now, 2x HR10-250 + 1x Sony SAT-T60. I currently have an Eagle Aspen S-4180-GX+. The installer said that one won't work, so it would need to be replaced.

Thanks again for all the help...

Trace Wilson
Jax, FL

Right. The installer should provide a Zinwell WB68 8-output multiswitch.

[Stuart Sweet]

The installer is not going to find HR20s at his warehouse. If he does, they will definitely be refurbs. The CSR should have NEVER promised you HR20s.

Succinctly, and correctly, stated.

[BattleZone]

Also know that there is no mechanism to specifcy HR20s vs. HR21s. All a CSR can do is order an "HD-DVR", and all the tech can do is bring whatever model happens to be in the warehouse. CSRs can note the account, but those notes don't reach the installers, and at this point, it's unlikely that most warehouses even have an HR20 in stock. If they do, it will be a refurbished unit.