What kind of stupid policy is this--no service call permitted?

[Lord Vader]

As a longtime customer of DirecTV and having some dozen or so receivers in several rooms with them, I today have to say I'm royally ticked off!

One of my "leased" HR20-700s crapped out. I can watch the recorded shows on it, but it now went "Searching for signal...ext. 771" on ALL channels. Every one of them. I reboot numerous times per day. I've unplugged it, switched cables, moved it to another location and use another receiver's cables--same problem. I even took other receivers and connected them to the cables used on the problematic receiver. No difference. Furthermore, all of my other receivers work fine.

After much troubleshooting, I have proved that the problem is not the dish, it's not the multiswitch (tested that in various ways, as well), it's not the other receivers. It's this particular receiver. It just doesn't work anymore.

So, I call DirecTV and get routed to tech support as expected. They run through the usual routine of rebooting, unplugging, and all the other crap I did myself. Nothing worked. So I ask if they can ship out a replacement and have me return this. No dice. I then say to go ahead and make a service call--no problem. That's when they ask me for my zip code then drop this bomb on me, "Sorry, but we cannot do that. The problem is not your receiver; it's the weather. There is weather in your area and we can't schedule a service call."

Huh?

I told the rep. that there's a blizzard warning for our area that takes effect at midnight and runs through tomorrow morning. It's just cloudy now. Most service techs I know don't make 3:00 a.m. house calls. Furthermore, I simply requested a service call for later this week or Saturday due to the family's schedule of not being around during the day. The rep. continues, "We cannot schedule a service call because the problem is the weather." I ask again, "Does this mean the weather's preventing a technician from coming out? Because we can schedule one for later in the week then." The rep. explains, "No. We have this system called Weather Tracker that says your problem is not the receiver, that the issue you're having is related to the weather. Therefore, we cannot place a service call for something that's not related to the receiver."

I then got understandably ticked off, reiterating that if the problem is the weather, then WHY DO ALL MY OTHER RECEIVERS WORK? Why do all the cable connections and multiswitch work when I swap receivers and connections? Why does a signal test show full strength on the problematic unit?

This is just an asinine and stupid policy. Just what the hell is Weather Tracker doing telling a rep. that my broken receiver is not broken, that it's due to weather?

I am sitting here with a nonworking receiver, and DIRECTV IS REFUSING TO REPLACE IT!!! On top of that, I'm paying $5.99 per month for DirecTV's so-called protection plan. Can those morons tell me just what the hell that is for then?!?

[Greg Alsobrook]

Wow. That is dumb. Maybe the rep was just mistaken and meant that they can't send a tech out during a blizzard warning. I would call back and try again.

[curt8403]

As a longtime customer of DirecTV and having some dozen or so receivers in several rooms with them, I today have to say I'm royally ticked off!

One of my "leased" HR20-700s crapped out. I can watch the recorded shows on it, but it now went "Searching for signal...ext. 771" on ALL channels. Every one of them. I reboot numerous times per day. I've unplugged it, switched cables, moved it to another location and use another receiver's cables--same problem. I even took other receivers and connected them to the cables used on the problematic receiver. No difference. Furthermore, all of my other receivers work fine.

After much troubleshooting, I have proved that the problem is not the dish, it's not the multiswitch (tested that in various ways, as well), it's not the other receivers. It's this particular receiver. It just doesn't work anymore.

So, I call DirecTV and get routed to tech support as expected. They run through the usual routine of rebooting, unplugging, and all the other crap I did myself. Nothing worked. So I ask if they can ship out a replacement and have me return this. No dice. I then say to go ahead and make a service call--no problem. That's when they ask me for my zip code then drop this bomb on me, "Sorry, but we cannot do that. The problem is not your receiver; it's the weather. There is weather in your area and we can't schedule a service call."

Huh?

I told the rep. that there's a blizzard warning for our area that takes effect at midnight and runs through tomorrow morning. It's just cloudy now. Most service techs I know don't make 3:00 a.m. house calls. Furthermore, I simply requested a service call for later this week or Saturday due to the family's schedule of not being around during the day. The rep. continues, "We cannot schedule a service call because the problem is the weather." I ask again, "Does this mean the weather's preventing a technician from coming out? Because we can schedule one for later in the week then." The rep. explains, "No. We have this system called Weather Tracker that says your problem is not the receiver, that the issue you're having is related to the weather. Therefore, we cannot place a service call for something that's not related to the receiver."

I then got understandably ticked off, reiterating that if the problem is the weather, then WHY DO ALL MY OTHER RECEIVERS WORK? Why do all the cable connections and multiswitch work when I swap receivers and connections? Why does a signal test show full strength on the problematic unit?

This is just an asinine and stupid policy. Just what the hell is Weather Tracker doing telling a rep. that my broken receiver is not broken, that it's due to weather?

I am sitting here with a nonworking receiver, and DIRECTV IS REFUSING TO REPLACE IT!!! On top of that, I'm paying $5.99 per month for DirecTV's so-called protection plan. Can those morons tell me just what the hell that is for then?!?

that has always been the policy, no service calls allowed when there is a storm going on, but after the storm is over Directv can TS and send a tech. Directv used to get tons of calls for SFSS where the issue was snow on the dish. The Point, Don't call for help during a snow storm. Wait till the snow stops.

[Lord Vader]

Wow. That is dumb. Maybe the rep was just mistaken and meant that they can't send a tech out during a blizzard warning. I would call back and try again.

Guess what? I did call back and was told the same stupid thing!

Cripes, am I pissed!

[davring]

This is an occasion where being honest doesn't work. Tell them the HR will not power on. I would rather not resort to that, but in this case....

[Lord Vader]

that has always been the policy, no service calls allowed when there is a storm going on, but after the storm is over Directv can TS and send a tech. Directv used to get tons of calls for SFSS where the issue was snow on the dish. The Point, Don't call for help during a snow storm. Wait till the snow stops.

Perhaps you didn't read my above statement that there's nothing going on now. It's cloudy. It's not snowing; it's not raining; there are no tornadoes present; there is no volcanic eruption taking place. However, I believe a polar bear in northern Alaska just flatulated.

The weather problems do not begin until tomorrow morning.

[Lord Vader]

This is an occasion where being honest doesn't work. Tell them the HR will not power on. I would rather not resort to that, but in this case....

I'm going to call back either later today or tomorrow morning and tell them that, especially since they told me that a "Searching for satellite signal ext. 771" message requires that a technician come out and try to get the thing working.

If I tell them it blew up--I've got some C4 lying around to make sure of that--perhaps they'll just ship me a replacement and I can send the atomized pieces of this thing back.

[Greg Alsobrook]

I dunno what's wrong with it :confused: :scratchin :whatdidid

http://lekowicz.com/wren_forum/wp-content/imageposts/2007/11/mushroom-cloud.jpg

!rolling

[Lord Vader]

Hmmm...that must be the reason. How could I have not known that?

:D

[davring]

I dunno what's wrong with it :confused: :scratchin :whatdidid

http://lekowicz.com/wren_forum/wp-content/imageposts/2007/11/mushroom-cloud.jpg

!rolling

My R15 did that last week:)

[Greg Alsobrook]

My R15 did that last week:)

Snow must have been blocking your signal... :sure:

[Lord Vader]

I agree. I heard there was a major snowstorm in Fort Lauderdale recently. :goofygrin

[davring]

Snow must have been blocking your signal... :sure:

Actually the sunblocker 50 wore off the LNB and it overheated the tuners...

[Lord Vader]

Damn global warming!

[webby_s]

Wow Vader I am sorry to hear your woes. This is redonkulous! No sevice call because of weather related SFSS is down right stupid after you did all the checks that they make you do and on top of all that your other STB are working fine. Good luck!

[webby_s]

Damn global warming!

That's the funny thing of it all. We in MN wished we had a little bit of Global warming right now. -19 on thursday, I would take a few degrees warmer!

[davring]

[QUOTE=webby_s;1957404]That's the funny thing of it all. We in MN wished we had a little bit of Global warming right now. -19 on thursday,



I know what you mean, getting cold here too, I just had to close a couple of windows:)

[Lord Vader]

Finally! I was able to get DirecTV to send me a replacement for this dying HR20-700. They're shipping it rather than having a tech come out. On top of that, I'm getting two free AM21's.

!Devil_lol

[Hotscot]

I feel for your frustration though. This should not happen. You are paying for a service. The service includes proper installation, appropriate programming, technical support, problem analysis and resolution.
It's the inconsistency and lack of common sense that I find completely unacceptable.
I'm assuming the attitude in customer service is that if only 1% of customers experience terrible service then that's statistically acceptable.
However this should not be an acceptable situation for CSR managers.

[Lord Vader]

Nor should it be acceptable for a longtime customer like me, whose damn monthly bill often approaches $200 (more during the MLB and NFL seasons)!

[Greg Alsobrook]

In all fairness, I do understand this policy to an extent. A very large majority of customers would indeed think there was something "wrong" with their receiver if they were getting 771's a day after receiving 12" of snow. Their thought process would be "well, it's not snowing right now!". And I bet DirecTV saves a lot of unnecessary replacements and service calls by just asking the customer to hold off for a few days. There should, however, be some sort of discrimination used, and when the CSR can obviously tell that the customer is technically inclined and has troubleshot the issue, this policy should be overlooked... especially in a case where the other receivers function.

[Lord Vader]

AR, I also can understand their policy--to a point. I even agreed with the tech CSR, but I repeated to her that I DO know a lot about these things. Moreover, I repeated my troubleshooting by switching receivers, cables, etc. I explained the signal tests were all perfect. I also explained that yesterday, a sunny, clear day, this receiver was doing the same thing. In fact, it began this about a week ago and eventually went kaput late yesterday.

You would think a half-wit could figure my situation out.

[JDubbs413]

I think the right approach would have been to ship the receiver the first time once they saw there was a blizzard warning for that area. Obviously they aren't going to send their techs out on a day where the weather could turn bad. That's a smart move. But there is always the alternative of shipping the receiver to you.

Of course haha it was funny to read that post at first because I would be far more concerned with the upcoming blizzard! :-D (just giving the OP a hard time)

[Lord Vader]

I'm just glad that they did finally agree to ship the receiver to me!

[runner26]

This is one of my major complaints about D*. The customer service just depends on who you happen to get when you call in. There is absolutely no consistency. One csr is very knowledgeable and helpful and the next is just plain stupid and uninformed. It is like a lottery when you call for help.

[Canis Lupus]

Well and the whole thing is it's fine to have the policy, but where's the follow-up opportunity to finally schedule a call once the weather "clears"? - either with a callback from DirecTV or the local tech, or by you being able to call back the 2nd time and not get hassled?

[Rakul]

AR, I also can understand their policy--to a point. I even agreed with the tech CSR, but I repeated to her that I DO know a lot about these things. Moreover, I repeated my troubleshooting by switching receivers, cables, etc. I explained the signal tests were all perfect. I also explained that yesterday, a sunny, clear day, this receiver was doing the same thing. In fact, it began this about a week ago and eventually went kaput late yesterday.

You would think a half-wit could figure my situation out.

I feel your pain I just went through the same thing with an HR20 doing 771's though mine was a line problem and not the receiver since switching receivers made the good one stop working and the bad one start working. But since my problem was only intermentant and only lasted for 5 - 10 minutes at a time they told me unless it gave me a 771 while I was on the phone with them they could not do a truck roll. Lot of good the PP did me :rolleyes: Finally got a "supervisor" though after the third person told me my problem was a lack of BBC's even though I had a SWM.

[Lord Vader]

Speaking of the BBCs, don't even make me tell you what another DirecTV rep told me on the same phone call! (After tech support I was transferred to the equipment side of the house to see if I can snag a couple AM21s. I had recently upgraded two HR10-250s to an HR21 and HR22, respectively, resulting in the loss of OTA ability. I told the eqpmt. rep that I didn't appreciate having to spend $100 [$50 x 2] to get back a major feature I lost due to their upgrade. The rep first tells me that they can't give them to me at no charge, then she tells me I don't need the "AM21"; rather, I need "this device called a "broadband converter that will allow you to get your local digital subchannels," and that, "we can ship these to you at no charge.") :rolleyes:

Oy vay.

[RobertE]

Vader, are you on a SWM LNB?

[Lord Vader]

No, nor do I care to even go down that road right now.

[Mark Holtz]

But, Sir Vader, don't you have the Death Star (http://www.atom.com/fun_games/gangsta_rap/)? :)

I'm surprised you didn't escalate this to either a supervisor or retention (Sigh) I'm still waiting for the new DirecTiVo to come out later this year. Homefully, it will be AM21 compatible and allow me to put in 1 TB drives.

[Lord Vader]

My second call didn't need escalation, fortunately. I influenced the next person to whom I spoke.

[Stuart Sweet]

Lord Vader, I would like to point out several things:

I believe a polar bear in northern Alaska just flatulated.

This is very likely the cause of your problems. Polar Bear emissions are a major source of ionizing clouds that inhibit satellite reception. Once such cloud has settled over your DVR.

This is redonkulous! If I had the foggiest idea what that meant I would be inclined to agree.

Hmmm...that must be the reason. How could I have not known that?
Ahhh... if the polar bear emissions are not the issue, I can see what is. DIRECTV receivers are specifically designed to self-protect during a nuclear holocaust. Unplug it until the radiation level has subsided and it should recover.

(all in jest, of course)

[hiker]

...
On top of that, I'm paying $5.99 per month for DirecTV's so-called protection plan. Can those morons tell me just what the hell that is for then?!?Did you call the special PP number 888-667-7463? When I've called that number in the past they always have sent out a replacement without many questions. I usually give the symptom as not booting up, as in stuck on powering up.

[durl]

This makes me think that the best "protection plan" is to set aside $6 every month and just buy a new receiver anytime there's a problem. :)

[Greg Alsobrook]

!rolling

Thanks Stuart... I needed that... :lol:

[hasan]

This is one of my major complaints about D*. The customer service just depends on who you happen to get when you call in. There is absolutely no consistency. One csr is very knowledgeable and helpful and the next is just plain stupid and uninformed. It is like a lottery when you call for help.

It's not much different in person for retail electronics.

[DrZ]

I had the exact opposite situation a few weeks ago. DTV refused to send me a new receiver with out sending out a tech to install it. I told the CSR that I had two working lines that I had already tested and it would be a waste of time to send somebody out but they wouldn't budge. VERY frustrating. I ended up getting the an HR22 at Best Buy instead of dealing with them.

[stephenC]

This makes me think that the best "protection plan" is to set aside $6 every month and just buy a new receiver anytime there's a problem. :)

+1

[rudeney]

I can certainly understand D* not wanting to waste a service call or shipping costs dealing with 771 errors likely caused by weather. In this case, when a subscriber has several units with only one not working, there are several easy steps they could use to eliminate weather form the equation. Simply refusing to do anything because of the weather is like a mechanic refusing to replace the brakes on your car because it's raining (i.e. "everyone is having trouble stopping").

[Tebbens]

Finally! I was able to get DirecTV to send me a replacement for this dying HR20-700. They're shipping it rather than having a tech come out. On top of that, I'm getting two free AM21's.

!Devil_lol


What are AM21's ?

[Upstream]

Simply refusing to do anything because of the weather is like a mechanic refusing to replace the brakes on your car because it's raining (i.e. "everyone is having trouble stopping").

good analogy

[Lord Vader]

What are AM21's ?

They are little boxes that allow one to watch OTA channels on a receiver that does not have an OTA tuner built in. It is used on the HR21s, HR22s, and HR23s, for example, if one wishes to watch his/her OTA channels in the same manner one watches his/her regular DirecTV channels.

The HR20 receivers have a built-in OTA tuner. Consequently, they do not need any peripheral devices to tune to the OTA channels.

[JLucPicard]

Not sticking up for DirecTV's policy because on the surface, and in situations such as the OP faced where he had other equipment working just fine, my impression of what was being said by the CSR in the OP's case was that their systems - being tied to what I would consider a faulty 'weather warning' system - DID NOT ALLOW them to actually set up a service call. From what I've heard of their systems, that would be my guess as to why a service call was refused. That being said, there should certainly be a mechanism whereby that "hold" could be bypassed, but then again, that would open it up to the discretion of the CSR, which unfortunately is not always a desired effect.

At least someone up the line (Tech Support?) should be able to schedule a call.

[coldsteel]

Or have an option where, if it's NOT all the receivers affected, skip weather questions...

[newsposter]

That's when they ask me for my zip code then drop this bomb on me, "Sorry, but we cannot do that. The problem is not your receiver; it's the weather. There is weather in your area and we can't schedule a service call."



How many characters are we allowed in a sig? That blurb above is some of the best i've ever read.

[Lord Vader]

Good point.

[kevinwmsn]

Or have an option where, if it's NOT all the receivers affected, skip weather questions...

They might not have that in their script. If you talk about something that is not in the script for the front line CSRs, who knows what they say.