Thanks for Nothing DirecTV.

[bllreed]

:nono2:I've been a subscriber for about 10 years and spend roughly $150 a month
on this "service". One of my half dozen receivers is an H20 HD model and it
is the only H20 I have in the house. My 95 year old mother happens to have this hooked up to her TV. It has been locking up every day for the past month and requires a red button reset daily. I wouldn't appreciate having to do this but it's a big pain for her. Since I have the "protection" plan I figure they will replace the receiver. Wrong. They were told to note it in the account but not to do anything else. Thanks for nothing.........

[sigma1914]

Did you ask for a replacement or at least a tech visit?

[ndole]

Tell them it's overheating, and you're concerned it will burn someone.

[The Merg]

If you have the PP, make sure you talk to a CSR in the PP department. You should be able to bypass the standard CSR. When you talk to them, fully explain the problem and that you are routinely having to perform RBR's as the receiver keeps locking up. They should either send out a replacement or a tech.

When you say that "They were told to note it in the account but not to do anything else", what do you mean by that? What did the CSR tell you the problem is or what you should do about it? Did they just tell you that you have to live with the issue? Is the CSR telling you that their supervisor told them to just note the account?

- Merg

[LarryFlowers]

Did you talk to a CSR or Tech Support?

[MadMac]

This just doesn't sound right. I had a DVR replaced recently after about two minutes on the phone. I'd call back and request a supervisor if necessary.

[hdtvfan0001]

If you have the PP, make sure you talk to a CSR in the PP department. You should be able to bypass the standard CSR. When you talk to them, fully explain the problem and that you are routinely having to perform RBR's as the receiver keeps locking up. They should either send out a replacement or a tech.
Correct on all accounts, and good advice.

If you call and state you have the Protection Plan and need a defective unit replacement, you will be transferred to a different area to address this issue.

You should also have no problems getting properly taken care of.

[rudeney]

When you call the toll-free number and get the automated voice prompt, just say "protection plan" and you will be routed to the proper dept.

[tbpb3]

:nono2:I've been a subscriber for about 10 years and spend roughly $150 a month
on this "service". One of my half dozen receivers is an H20 HD model and it
is the only H20 I have in the house. My 95 year old mother happens to have this hooked up to her TV. It has been locking up every day for the past month and requires a red button reset daily. I wouldn't appreciate having to do this but it's a big pain for her. Since I have the "protection" plan I figure they will replace the receiver. Wrong. They were told to note it in the account but not to do anything else. Thanks for nothing.........
Thats why I think that the protection plan is a joke. Why do you pay to protect their equipment,that you lease? Never! I would go to verizon fios in a minute

[hdtvfan0001]

Thats why I think that the protection plan is a joke. Why do you pay to protect their equipment,that you lease? Never! I would go to verizon fios in a minute
The Protection Plan repeatedly works well and as intented for customers - it is not a "joke" as you portray it.

I have personally been well served by it on more than one occasion in the 12+ years I have been a customer.

It would appear that the OP simply did not connect up to the right person in the right department.

rudeney's suggestion (2 posts back) is the best solution to resolve this matter.

[bllreed]

Of course. They said all they would do is note it in the account and if there were a new
software version they would send it to the unit. There hasn't been a new SW ver. in the
past 8 months.

Protection is the department I talked to & the ones who wouldn't help.

[tbpb3]

The Protection Plan repeatedly works well and as intented for customers - it is not a "joke" as you portray it.

I have personally been well served by it on more than one occasion in the 12+ years I have been a customer.

It would appear that the OP simply did not connect up to the right person in the right department.

rudeney's suggestion (2 posts back) is the best solution to resolve this matter.
I dont jump through hoops for leased equipment. Unfortunately it sounds like many do!

[hdtvfan0001]

Of course. They said all they would do is note it in the account and if there were a new
software version they would send it to the unit. There hasn't been a new SW ver. in the
past 8 months.
So...have you placed another call using the process rudeney suggested?

[rudeney]

Bill, you need to call back and deal with the PP dept. If that still doesn't get a replacement, tell them that along with constant lock-ups, there is a burning smell coming from the receiver.

[bllreed]

That's right, I was told they can't do anything about it. I'm just waiting for Verizon to
bury the F.O. cable and possibly add some HD channels and it's good bye DTV.

[LarryFlowers]

Then I suppose you would think the insurance on a lease car is another joke?

My protection plan has paid for itself several times over. If you don't want it fine, but don't call it a joke.

Of course, since you have Verizon Fios perhaps you should sign up with them and then it would matter about the protection plan.

Thats why I think that the protection plan is a joke. Why do you pay to protect their equipment,that you lease? Never! I would go to verizon fios in a minute

[tbpb3]

Then I suppose you would think the insurance on a lease car is another joke?

My protection plan has paid for itself several times over. If you don't want it fine, but don't call it a joke.

Of course, since you have Verizon Fios perhaps you should sign up with them and then it would matter about the protection plan. And who do you work for?

[Ken S]

Leased receivers do not require the protection plan. DirecTV states on their website they will replace a defective leased receiver at no charge.
I would suggest calling back if you care...although there's nothing wrong with switching providers if the new provider meets your needs.

Best of luck with whatever you do.

[rudeney]

I dont jump through hoops for leased equipment. Unfortunately it sounds like many do!

There are advantages to the PP, even with leased equipment. First of all, because D* has to ship replacements, they will charge you $19.95 S&H. I have heard some people complain that the cable companies don't do this, but ours require the customer to drive to their service center for the swap. Also, there is more to a D* system than the leased receivers (and CATV). There is the dish, its LNB's, and possibly multiswitches, splitters, and power inserters. These components are not leased; they are generally included free with an installation, then become owned by the customer. If any of these fail, they are not covered under a receiver lease agreement, but instead, they must either be fixed by the customers themselves, or with a billable service call.

With the PP, all the equipment (dish, cabling, multiswitches, power inserters, etc.) is covered and there is no S&H fee to have a receiver swapped out. It is an optional plan, so if it doesn't fit your needs, then don't pay for it. Personally, I do pay for it, but I also have several owned receivers and a fairly complex installation.

[The Merg]

I dont jump through hoops for leased equipment. Unfortunately it sounds like many do!

I don't understand how calling up and asking for the Protection Plan department is going through hoops. Yes, it is leased equipment, but that is how they are able to offer it to you for a lower upfront cost. Also, the CSR's in the PP department can perform some tasks that a basic CSR cannot do and thus it is beneficial to contact them if you have the PP.

As for the Protection Plan and receivers, some people do consider that to be a waste as the leased receivers can be replaced for free with/without the PP. Although with the PP, you do not pay for shipping. However, the PP also covers any repairs/tech visits that are necessary for any other issues with your DirecTV system, such as dish alignments, multi-switch failures, and cabling issues.

- Merg

Edit: Rodney, you beat me by a minute...

[The Merg]

rudeney's suggestion (2 posts back) is the best solution to resolve this matter.

So what was my suggestion then?!? Huh? Huh? :lol:

- Merg

[rudeney]

So what was my suggestion then?!? Huh? Huh? :lol:

Yep, you suggested talking to someone in the PP department. :bowdown:

I just suggested the best way to get there. :)

[The Merg]

Yep, you suggested talking to someone in the PP department. :bowdown:

I just suggested the best way to get there. :)

So apparently directions are more important than the destination... :grin:

- Merg

[hdtvfan0001]

Yep, you suggested talking to someone in the PP department. :bowdown:

I just suggested the best way to get there. :)
Yes...and his would seem to be a simple thing for anyone wanting to get this resolved.

[LarryFlowers]

Myself... or Microsoft, depends on who you ask....

You have been given a number of viable solutions to your problem. Use Them.

And who do you work for?

[fluffybear]

I've had my share of issues with the PP (mostly they are due to lazy techs who claim they realign a dish without ever getting on a ladder) but when it comes to replacing defective receivers, I have only the best things to say. The CSR will tell me I should receive the replacement in about 3 days but it has never failed to show up the very next day.

[BattleScott]

Yep, you suggested talking to someone in the PP department. :bowdown:

I just suggested the best way to get there. :)

Yes...and his would seem to be a simple thing for anyone wanting to get this resolved.

The OP has stated multiple times that the PP department IS who he talked to and they are the ones that said all they would do is "note it" on the account.

ndole_mbnd has the correct suggestion. Call back and tell them the receiver is not powering on and that there is a "burnt" smell. They will send you a replacement.

[David MacLeod]

first, I don't have PP and have never paid shipping charge for replacements. they said there would be, I said rebate the $20 or cancel account. especially on the 1 hour old unit tha was smoking :)
but I have never had an issue like OP did, replacements were shipped to me very quickly and the csr's did act helpful.

[doctor j]

Something is fishy in DENMARK!!!

I don't believe there is not MORE to this story than the OP is allowing.

This does not sound like the Protection Plan I've dealt with successfully with Directv for many years!

Doctor j

[tcusta00]

Your receiver locks up daily and requires a red button reset. Daily.

You called and told them about the problem and they said "okay, thanks for telling us about it, duly noted, have a nice day."

:scratchin

[The Merg]

Your receiver locks up daily and requires a red button reset. Daily.

You called and told them about the problem and they said "okay, thanks for telling us about it, duly noted, have a nice day."

:scratchin

Definitely the reason that a call should be made back to the PP department to get this resolved.

- Merg

[wingrider01]

And who do you work for?

I agree with Larry on the PP, and I work for myself, have owned my own business for years

[raott]

Your receiver locks up daily and requires a red button reset. Daily.

You called and told them about the problem and they said "okay, thanks for telling us about it, duly noted, have a nice day."

:scratchin

Head scratcher is right but I've had a similar thing happen. Was told on an issue that I had that as long as a reboot cured the issue (no matter how often it happened), there was nothing they would do about it.

[HDTVsportsfan]

Any chance that H20 is on the recall list? If he has the "ECO2.0" it's not on the list right? Maybe that would be an easier way to get it replaced. It sounds like if you call back and speak to a second person you'd have better luck either way. Good Luck.

[spartanstew]

I doubt he's subscribed for 10 years
I doubt he spends $150 per month
I doubt he has 6 receivers
I doubt his mother is 95 years old
I doubt he couldn't get resolution if he tried.

[Shades228]

The OP has stated multiple times that the PP department IS who he talked to and they are the ones that said all they would do is "note it" on the account.

ndole_mbnd has the correct suggestion. Call back and tell them the receiver is not powering on and that there is a "burnt" smell. They will send you a replacement.

Then they send out a receiver that still locks up because it's a signal issue or they refuse to ship one and send a tech out to see he lied. He's already called in once about a problem.

I would ask for a tech to be sent out not a replacement.

[Shades228]

Any chance that H20 is on the recall list? If he has the "ECO2.0" it's not on the list right? Maybe that would be an easier way to get it replaced. It sounds like if you call back and speak to a second person you'd have better luck either way. Good Luck.

Recall is over.

[HDTVsportsfan]

I got a replacement for mine two weeks ago. I don't think recalls are just "over" anyway. Who said there is a time limit.

[Hoosier205]

Two questions:

1. If you get a replacement...do they just send it to you and you hook it up? (which I would prefer) or do they send it out and have a tech visit?

2. If you have an HD-DVR...is it luck of the draw as to what they send you or do you get the same model you already have? I don't care...just curious.

[HDTVsportsfan]

Two questions:

1. If you get a replacement...do they just send it to you and you hook it up? (which I would prefer) or do they send it out and have a tech visit?


2. If you have an HD-DVR...is it luck of the draw as to what they send you or do you get the same model you already have? I don't care...just curious.

1. In most cases they will send the replacement and let you replace it without a tech. At least that has been my experience.

2. Yes...it's pretty much the luck of the draw. If you need OTA arrangements can be made to get an AM21.

[Hoosier205]

1. In most cases they will send the replacement and let you replace it without a tech. At least that has been my experience.

2. Yes...it's pretty much the luck of the draw. If you need OTA arrangements can be made to get an AM21.

I guess I shouldn't feel guilty for hijacking the thread, but it doesn't look like the OP was very interested in trying anyone's suggestions...

I have an HR20-100, but don't use the OTA portion. Do any of these models run a little cooler than one another?

[HDTVsportsfan]

I think all of the HR series run about the same and do not have any heat issues.

[tomkarl]

I guess I shouldn't feel guilty for hijacking the thread, but it doesn't look like the OP was very interested in trying anyone's suggestions...


Perhaps he was put off by the warm and cordial reception he got here.

[rudeney]

So apparently directions are more important than the destination... :grin:

- Merg

Yep, because no self-respecting man-card holder wants to have to admit he is lost and stop to ask for directions! :lol:

[redram38]

Thats why I think that the protection plan is a joke. Why do you pay to protect their equipment,that you lease? Never! I would go to verizon fios in a minute

I have to strongly disagree here. I have had the protection plan for years and have used it many many times. It saved me when my dog ate through the line outside the house, when the dish got out of line and to replace several receivers without paying the 20.00 shipping. It also saves you about 70.00 on any service calls you need. The 5.99 per month is nothing compared to what it could be without it. It also will replace defective remotes, ect if need be. ANd I have never been told that a defective receiver would not be replaced, or they would just make a note on my account. Something is not right there, call back and say defective receiver at the prompt.

[TBlazer07]

Someone here once posted this as a "direct number" to the PP folks: 888 667 7463

I used it once a while back and it seemed to get me to the right department.

[BattleScott]

Then they send out a receiver that still locks up because it's a signal issue or they refuse to ship one and send a tech out to see he lied. He's already called in once about a problem.

I would ask for a tech to be sent out not a replacement.

1. 5 of 6 receivers working with no issue means problem is most likely not signal related.

2. They have already indicated that they can only note on the account that the receiver needs to be reset daily. If the option was there to send a truck, why not offer it in the first place?

3. Depending on the back-log of calls in the area, service calls can be more that a week out. Why wait the extra time?

Replacing the reciever is the most likely cure. That can easily be done by calling in and telling them what they need to hear to authorize a replacement on the spot.
Why fight the system when the easiest path to resolution is to play along?

[BattleScott]

Perhaps he was put off by the warm and cordial reception he got here.

Amen brother. People around here are ridiculous. You'd think a Club Member might get a little more respect, but apparently the Secret Society of Protection Plan Defenders have sworn allegience to the plan above all...:rolleyes:

[hdtvfan0001]

Perhaps he was put off by the warm and cordial reception he got here.
In actuality...there were several posts from multiple posters which tried to help the OP, including exactly how to get his problem resolved. The OP's response was basically "don't care, just mad"...in so many words.

The OP was one phone call away from having his issue resolved, and there did not appear to be any interest in making that attempt.

A shame really, as the solution was simple, and several folks here legitimately tried to help resolve things.

[tcusta00]

In actuality...there were several posts from multiple posters which tried to help the OP, including exactly how to get his problem resolved. The OP's response was basically "don't care, just mad"...in so many words.

The OP was one phone call away from having his issue resolved, and there did not appear to be any interest in making that attempt.

A shame really, as the solution was simple, and several folks here legitimately tried to help resolve things.

It's just another excuse for people to misread threads and call us fanboys. :rolleyes:

[The Merg]

Amen brother. People around here are ridiculous. You'd think a Club Member might get a little more respect, but apparently the Secret Society of Protection Plan Defenders have sworn allegience to the plan above all...:rolleyes:

Most of the responses were that we felt bad for the OP's situation and that we haven't had an issue like that with the PP. The idea was to show the OP that his situation is not the norm for those with the PP. We provided him a solution to try, to which he didn't respond if he was going to try or not.

Those of us with the PP did not doubt what happened to the OP, but we did wonder if we did have all the facts as his issue is out of norm for the PP department.

- Merg

[Mike Bertelson]

I dont jump through hoops for leased equipment. Unfortunately it sounds like many do! This is a highly unusual situation as it doesn't usually go this way. If you have PP they fix the problem.

Unless there is something about the story you forgot to tell us it seems to be a pretty simple scenario.

There are no hoops to be jumped. You simply ask to talk to the PP dept and they take care of it. If you try again I'm pretty sure you'll get what you want. It seems to have been a mis-communication but this is a fixable issue. I understand your frustration, I'd be frustrated too, but what do you have to lose by trying again?

BTW, Verizon equipment is also a lease and comes with a commitment (ETF=$179)...I’m just sayin’. :grin:

Mike

[BattleScott]

In actuality...there were several posts from multiple posters which tried to help the OP, including exactly how to get his problem resolved. The OP's response was basically "don't care, just mad"...in so many words.

The OP was one phone call away from having his issue resolved, and there did not appear to be any interest in making that attempt.

A shame really, as the solution was simple, and several folks here legitimately tried to help resolve things.

The OP responded several times telling you and the others that he had already done what you were suggesting, and that it WAS THE PROTECTION PLAN DEPARTMENT that told him there was nothing else they could do for him. His lack of interest is more likely in your redundant advice, than and in not seeking a solution. Perhaps, if you weren't all so busy patting each other on the backs for your "incredibly insightful" suggestions, you would have seen that.

You are correct in one thing however, the solution is here and it is simple. Hopefully, he was able to see it through all the "that just can't be the whole story" and "that's not the way the PP works, you must be mistaken" hogwash that was thrown at him.

Anyways, good luck bllreed. Hope you get a resolution to your problem soon. Sorry for the treatment you received here, but that's unfortunately par for the course for some reason, especially if the protection plan is involved.

[HDTVsportsfan]

If it's an H20-600 he still may be able to use the recall approach.

[The Merg]

The OP responded several times telling you and the others that he had already done what you were suggesting, and that it WAS THE PROTECTION PLAN DEPARTMENT that told him there was nothing else they could do for him. His lack of interest is more likely in your redundant advice, than and in not seeking a solution. Perhaps, if you weren't all so busy patting each other on the backs for your "incredibly insightful" suggestions, you would have seen that.

You are correct in one thing however, the solution is here and it is simple. Hopefully, he was able to see it through all the "that just can't be the whole story" and "that's not the way the PP works, you must be mistaken" hogwash that was thrown at him.

Anyways, good luck bllreed. Hope you get a resolution to your problem soon. Sorry for the treatment you received here, but that's unfortunately par for the course for some reason, especially if the protection plan is involved.

Our point was to confirm that he had in fact spoke to someone from the PP department. It seems many people call up and because they have the PP, they assume they are automatically talking to someone that knows that. The OP also did not confirm that he spoke to the PP department until 10 posts into the thread.

I'll once again reiterate, especially for me, that I was not criticizing nor doubting the experience the OP had. My point was to show that his situation was out or norm and that if he called back up and made sure to speak to someone from the PP department, his problem would most certainly be resolved.

Bllreed: I do hope that you get your problem resolved. Please let us know what comes of your situation and if you get a reason for your bad treatment from DirecTV.

- Merg

[hdtvfan0001]

The OP responded several times telling you and the others that he had already done what you were suggesting, and that it WAS THE PROTECTION PLAN DEPARTMENT that told him there was nothing else they could do for him.
You are incorrect sir.
Here is his original post:
:nono2:I've been a subscriber for about 10 years and spend roughly $150 a month
on this "service". One of my half dozen receivers is an H20 HD model and it
is the only H20 I have in the house. My 95 year old mother happens to have this hooked up to her TV. It has been locking up every day for the past month and requires a red button reset daily. I wouldn't appreciate having to do this but it's a big pain for her. Since I have the "protection" plan I figure they will replace the receiver. Wrong. They were told to note it in the account but not to do anything else. Thanks for nothing.........
If you can tell me where he indicated that he spoke to the Protection Plan department in this first post....you can make your claim....but you are simply mistaken.

There were 10 posts after that one, 8 of which gave specific suggestions on resolving his problem and/or who to contact. It wasn't until Post 11 that he finally responded (with an attitude at that), and that was basically to say he did call them and got no satisfaction.

Since many of us have personal experience in dealing with this area, we simply indicated that we agreed that he had not been properly been taken care of, and to make one more call to the PP area.

We're here trying to get a solution for this person, while you are busy criticizing those same numerous people who are working to assist him. That is of little value to anyone, let alone the original poster.

[tcusta00]

You are incorrect sir.
Here is his original post:

If you can tell me where he indicated that he spoke to the Protection Plan department in this first post....you can make your claim....but you are simply mistaken.

There were 10 posts after that one, 8 of which gave specific suggestions on resolving his problem and/or who to contact. It wasn't until Post 11 that he finally responded (with an attitude at that), and that was basically to say he did call them and got no satisfaction.

Since many of us have personal experience in dealing with this area, we simply indicated that we agreed that he had not been properly been taken care of, and to make one more call to the PP area.

We're here trying to get a solution for this person, while you are busy criticizing those same numerous people who are working to assist him. That is of little value to anyone, let alone the original poster.

Kudos!


Anyone remember the old saying, "You catch more bees with honey then vinegar"?

DBSTalk isn't like most places on the internet. It's a very helpful place where you can get your issue resolved sooner than you could by punching in 1-800-DIRECTV and punching option 1 for English.

The knowledgeable people here volunteer their time to come help. We see threads like this all the time though, where the thread starter comes in with a problem and has an attitude toward whatever is bugging him/her. In this case it was DirecTV.

Fine, people need a place to vent their frustrations, I get that. But at a certain point in a thread (around post 5 or 6, in this case) the poster needs to realize that the people here are here to help. Vent and then calm down and get the help you need. DBSTalk, as I said, is not like most places on the internet where you can come flame DirecTV, Dish, XM, or whatever you want and get some rally cry behind you from other posters about how right you are and DirecTV should burn in hell. Sure, you can do that, but expect a frigid reception. This place is about helping others and if you're looking for a place to vent there are other guy's websites that you'll probably find that.

As hdtvfan0001 said, the OP in this case kept on with his attitude that, to many of us, seemed like he didn't really want help.

So please take your flamebait elsewhere.

[Crimson]

I'd call them and say that the unit is giving me all the PPV channels for free.. 24/7.. I bet they would have a new receiver out there or a tech rolling in minutes.. :)

[mystic7]

Regardless whether he spoke to the wrong person, to have a protection plan and get the run around like that is B.S. I don't have a protection plan, and yet, when I called a year ago because my HD locals had disappeared (Directv was actually in the process of moving the Charlotte locals to the new satellite at this time and the CSR didn't even realize it), they still offered to send someone to my house, plus told me it was free because I am entitled to one free service call per year.

[The Merg]

Regardless whether he spoke to the wrong person, to have a protection plan and get the run around like that is B.S.

And we don't disagree with that. We simply wanted to let the OP know that the service he got was not typical (at least for those with the PP) and that if he called back his issue should be corrected.

- Merg

[Mike Bertelson]

I think it's time to get back on topic.

:backtotop

Mike

[ATARI]

Sounds like a bad H20-600, which should get replaced free of charge, regardless of protection plan.

[BattleScott]

Of course. They said all they would do is note it in the account and if there were a new
software version they would send it to the unit. There hasn't been a new SW ver. in the
past 8 months.

Protection is the department I talked to & the ones who wouldn't help.

So...have you placed another call using the process rudeney suggested?

That's right, I was told they can't do anything about it. I'm just waiting for Verizon to
bury the F.O. cable and possibly add some HD channels and it's good bye DTV.

Yes...and his would seem to be a simple thing for anyone wanting to get this resolved.

Something is fishy in DENMARK!!!

I don't believe there is not MORE to this story than the OP is allowing.

This does not sound like the Protection Plan I've dealt with successfully with Directv for many years!

Doctor j

Definitely the reason that a call should be made back to the PP department to get this resolved.

- Merg

I doubt he's subscribed for 10 years
I doubt he spends $150 per month
I doubt he has 6 receivers
I doubt his mother is 95 years old
I doubt he couldn't get resolution if he tried.

I guess I shouldn't feel guilty for hijacking the thread, but it doesn't look like the OP was very interested in trying anyone's suggestions...

I have an HR20-100, but don't use the OTA portion. Do any of these models run a little cooler than one another?

In actuality...there were several posts from multiple posters which tried to help the OP, including exactly how to get his problem resolved. The OP's response was basically "don't care, just mad"...in so many words.

The OP was one phone call away from having his issue resolved, and there did not appear to be any interest in making that attempt.

A shame really, as the solution was simple, and several folks here legitimately tried to help resolve things.

You are incorrect sir.
Here is his original post:

If you can tell me where he indicated that he spoke to the Protection Plan department in this first post....you can make your claim....but you are simply mistaken.

There were 10 posts after that one, 8 of which gave specific suggestions on resolving his problem and/or who to contact. It wasn't until Post 11 that he finally responded (with an attitude at that), and that was basically to say he did call them and got no satisfaction.

Since many of us have personal experience in dealing with this area, we simply indicated that we agreed that he had not been properly been taken care of, and to make one more call to the PP area.

We're here trying to get a solution for this person, while you are busy criticizing those same numerous people who are working to assist him. That is of little value to anyone, let alone the original poster.

No words from me needed, only the posts in the order they took place. First he confirms that he has already talked to PP and they refuse to help. Then he is asked again, had he done "exactly" what was suggested? He answered back that yes he had, and it was of no help. Both replies, I might add, being free from any attitude that I can see, at least towards anyone here. So, I'm at a loss for where the whole "attitude" criticism comes from.
Yet, everyone continues to tell him, all he has to do is make "one simple call to fix the whole thing" even though he has already done that. Then, on top of all that, he's pretty much called a liar.

So, perhaps "My Problem" is that I'm just not big enough to ignore it and walk away, as he apparently is.

Tell me again where I'm wrong?

p.s.: If this is "flame baiting" or "inflamatory" as apparently some here believe, then so be it. Turn me in, I'll survive...:eek2::eek2::eek2:

[ehilbert1]

I doubt he's subscribed for 10 years
I doubt he spends $150 per month
I doubt he has 6 receivers
I doubt his mother is 95 years old
I doubt he couldn't get resolution if he tried.

It's kinda hard to misread this post. It's posts like this that keep people like me that have had a slight problem here and there from posting and asking for help.

Way to go spartanstew on a great post and people wonder why some of you are called fanboys. Generally this forum is a great place for info, but god forbid you might have a slight problem with D*. I know everyone isn't like the above poster,but man it's hard to ask questions when you have people like this ready to pounce on you.

[aa9vi]

seen this happen all the time. you need to join the directv cutting edge forum on this website. it tells you how to download beta software on fri/sat nights beginning at 10pm CT. Whenever the software from the national release sucks, I move to the latest beta "cutting edge" SW and 9 times out of 10 the problem is resolved.

[The Merg]

No words from me needed, only the posts in the order they took place. First he confirms that he has already talked to PP and they refuse to help. Then he is asked again, had he done "exactly" what was suggested? He answered back that yes he had, and it was of no help. Both replies, I might add, being free from any attitude that I can see, at least towards anyone here. So, I'm at a loss for where the whole "attitude" criticism comes from.
Yet, everyone continues to tell him, all he has to do is make "one simple call to fix the whole thing" even though he has already done that. Then, on top of all that, he's pretty much called a liar.



Actually, if you read my post, I advise him to call back and try to get the issue resolved. From the OP's post, I don't believe that he has advised us about calling back; he only confirms that he was told they couldn't do anything.

Yes, he stated he made a call and didn't get his problem resolved. We've asked him to try again (and make one more simple call) as from our experiences, the PP department has generally taken care of us.

- Merg

[raoul5788]

I doubt he's subscribed for 10 years
I doubt he spends $150 per month
I doubt he has 6 receivers
I doubt his mother is 95 years old
I doubt he couldn't get resolution if he tried.

This post is completely uncalled for. If ever a post should be deleted, this is one of them.

[Mike Bertelson]

Sounds like a bad H20-600, which should get replaced free of charge, regardless of protection plan.Getting back to the topic... ;)

No matter which receiver it is, the CSR was wrong. Even if he didn't have the PP the CSR should have tried to troubleshoot the problem and make a determination from there.

Just making a note of it and not doing anything else is just abnromal whether the OP has PP or not. That CSR was not doing his/her job no matter how you look at it.

A call back is in order if for nothing else then to complain about first phone call...My 2¢ FWIW. :)

Mike

[hdtvfan0001]

Getting back to the topic... ;)

No matter which receiver it is, the CSR was wrong. Even if he didn't have the PP the CSR should have tried to troubleshoot the problem and make a determination from there.

Just making a note of it and not doing anything else is just abnromal whether the OP has PP or not. That CSR was not doing his/her job no matter how you look at it.

A call back is in order if for nothing else then to complain about first phone call...My 2¢ FWIW. :)

Mike
Agree...thanks. Kinda see that where the conversation started with all this, but then went downhill after post 15.

In the end....many of us wanted to see to it that the OP would get help on this.

[raott]

Getting back to the topic... ;)

No matter which receiver it is, the CSR was wrong. Even if he didn't have the PP the CSR should have tried to troubleshoot the problem and make a determination from there.

Just making a note of it and not doing anything else is just abnromal whether the OP has PP or not. That CSR was not doing his/her job no matter how you look at it.

A call back is in order if for nothing else then to complain about first phone call...My 2¢ FWIW. :)

Mike

Not so sure I'd call the CSR's response abnormal. I've only called D* about issues a couple of times, the last time I called (about 2-3 months ago), one CSR told me that if a reboot fixes the problem, no matter how many times the problem occurs, they will not do anything about it - ie no tech roll and no swap of a receiver.

[DogLover]

Not so sure I'd call the CSR's response abnormal. I've only called D* about issues a couple of times, the last time I called (about 2-3 months ago), one CSR told me that if a reboot fixes the problem, no matter how many times the problem occurs, they will not do anything about it - ie no tech roll and no swap of a receiver.

If this is the case, then we need to change the way we tell people to talk about the problem when they speak with a CSR. If you are having to reboot once a day (or more often), then obviously the reboot did not "fix" the problem. The reboot only delayed the symptoms of the problem for a short period of time.

We should tell people to avoid the word fixed. They should say that when the reboot the symptoms return in X time period. It's a subtle difference, and it may not always work. But if DirecTV (or their customer service department) really think that rebooting the machine every day is acceptable, they need to reconsider.

[TBlazer07]

I have an HR20-700 that constanly loses 1 tuner (both OTA and SAT) usually after a rain fade and requires a reboot to get it back (if I notice it before getting a blank recording). The other HR's are fine. Been living with it for many months since it's in a little used room. Decided since it's almost the new TV season and MRV will hopefully be with us in the near future I felt it needed to be replaced. From dialing DTV till I recieved an order number from the PP guy was a total of about 9 minutes (counting hold time). He asked if I was using the OTA on the HR20 and I said yes. He said he checked off the "OTA required" box on the replacement order screen which hopefully will get me an HR20-xxx. Can't understand why so many people are having PP problems.

My only remaining concern is that I don't get hit w/2yrs and getting the box marked owned as that what the bad one was.

2 :biggthump :biggthump for DirecTV and the PP on this one.

[raott]

I have an HR20-700 that constanly loses 1 tuner (both OTA and SAT) usually after a rain fade and requires a reboot to get it back (if I notice it before getting a blank recording). The other HR's are fine. Been living with it for many months since it's in a little used room. Decided since it's almost the new TV season and MRV will hopefully be with us in the near future I felt it needed to be replaced. From dialing DTV till I recieved an order number from the PP guy was a total of about 9 minutes (counting hold time). He asked if I was using the OTA on the HR20 and I said yes. He said he checked off the "OTA required" box on the replacement order screen which hopefully will get me an HR20-xxx. Can't understand why so many people are having PP problems.

My only remaining concern is that I don't get hit w/2yrs and getting the box marked owned as that what the bad one was.

2 :biggthump :biggthump for DirecTV and the PP on this one.

Coincidentally Tblazer, I was calling about the exact same problem when the circumstance I posted above happened. I was told if a reboot fixed the problem (no matter that it happened EVERY time there was the least bit of rain fade) then they wouldn't do anything about it. Glad they resolved it for you.

I should mention, I did play CSR roulette that night, the next CSR wouldn't ship a new box without a tech roll.

[rudeney]

I'll give the OP the benefit of the doubt here. I've had some pretty unhelpful conversations with D* CSR's over the years. I had one get downright rude with me because I couldn't find the red reset button on the front of my UTV (UTV's didn't have them). Anyhow, look at this thread:

http://www.dbstalk.com/showthread.php?t=164044

Today I called D* and talked to CSR who said she handled technical issues. I went through the problem, She put me through all the hoops and finally agreed it wasn't working like it should. She would not replace the DVR however, and said she took careful notes and would send to the TECHNICAL people who would rewrite the software for all HR20-700 receivers and send it out within a week to correct the problem. BWAHAHAHA. She said she has seen it done.

Other than the part about the software rewrite, it sounds oddly familiar. It makes me wonder if D* has instructed its CSR's to not replace any receivers until the new NR is rolled out. Or, maybe they instructed them not to replace them for certain problems, but some CSR's don't understand that and are simply not replacing any.