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Customer service is onto us...

Discussion in 'DIRECTV General Discussion' started by JeffBowser, Apr 13, 2010.

  1. tcusta00

    tcusta00 Active Member

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    Dec 31, 2007
    Jeff, I had the same exact routine read to me last year when I replaced a bad HR10-250... it was toast and not even powering on. Of course the darn TV was plugged into the same outlet and was working just fine but that wasn't enough for the CSR's script apparently because the person had me take it to another room and test it in there.

    Oh sure, I'm right on that. <rattle> <rattle> <stomp> <stomp> <stomp> <rattle> <rattle> Yep, it's plugged in again... nope not working in this room either. :rolleyes: Frustrating, to say the least.

    What's interesting is the HP tech support chat that has you check off your level of tech expertise before entering the chat. I've found they skip some of the bozo questions with this method.
     
  2. sunking

    sunking Godfather

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    Feb 17, 2004
    When asked if the outlet is working I like to respond with something along the lines of, "I'm not sure, i have this screwdriver, let me check." Then I scream loudly and leave them hanging for a few minutes.
     
  3. JeffBowser

    JeffBowser blah blah blah

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    Dec 21, 2006
    :lol::lol::lol: I love it!

     
  4. BattleZone

    BattleZone Hall Of Fame

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    Nov 13, 2007
    Back around September last year, DirecTV put the H20-600 (that model specifically) on the "don't retrieve or refurb" list. They acknowledged the problem with them a couple of years ago (the power supply is under-rated for the job, which means the power supply has to run at full capacity all the time, which causes the receiver to overheat), and so they don't want the bad ones back. Any of these that show back up at an HSP warehouse for any reason are thrown away (well, probably sent to some kind of eWaste recycling) as DirecTV doesn't want them back.

    Again, this applies ONLY to the H20-600 model.
     
  5. Dazed & Confused

    Dazed & Confused Godfather

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    Jun 13, 2007
    I finally gave up trying to help the CSR's when I have a problem. I troubleshoot the hell out of the problem before calling, and assure myself it is the box. However, I take a little different approach. I won't lie, but I describe the problem vaguely enough to insure a service call. The local Mastec outfit is really good, and will be out NLT the next day. They invariably see it is the box immediately, and just get a brand new one from the truck. This has happened 3 times in the last 3 years, and I got a brand new receiver each time. The only refurb I ever got was from a CSR call, and it was DOA.
     
  6. Thaedron

    Thaedron Hall Of Fame

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    Jun 29, 2007
    But the script probably didn't have UPS in it and if she wasn't technical by nature, probably didn't understand what that was...

    I feel your pain.
     
  7. gfrang

    gfrang Hall Of Fame

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    Aug 29, 2007
    I am going to call and see if i can get my h20-600 replaced it is pixilating on sd channels.See if they torture me on troubleshooting. Keep you posted.
     
  8. Thaedron

    Thaedron Hall Of Fame

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    Jun 29, 2007
    IMO DirecTV could be doing more to ensure that such defective units end up in some sort of eWaste stream rather than at the discretion of the lesee. Some of which will go to eWaste, but many will end up in the regular trash.
     
  9. gfrang

    gfrang Hall Of Fame

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    Aug 29, 2007
    I just called and had no problem at all, sending me out another receiver and recovery kit.

    I hope i don't get another h20 i have a extra am21 under the bed the first one got lost and later showed up. I called to see if they wanted it back but the system wouldn't let it.

    It was for the dvr in the living room.
     
  10. NR4P

    NR4P Dad

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    Jan 15, 2007
    Sunny Florida
    I agree with you. Obviously they don't want to pay the shipping back to them and then have to pay to dispose of it. Also noted the replacement unit was shipped Fed Ex ground (3 day transit) where in the past they were air (2 day transit).

    These are signs the Finance dept is now making the operational decisions. Wall St. dictating policy is never a good thing in the long run.
     

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