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Dead HD-DVR, can't get replaced

Discussion in 'DIRECTV General Discussion' started by sooner02, Sep 7, 2012.

  1. Sep 7, 2012 #1 of 11
    sooner02

    sooner02 Legend

    104
    0
    Feb 21, 2009
    So I have an HD-DVR (HR20-700) that's hard drive bit the dust last week (scanning and finding errors).

    I called DirecTV on Saturday morning, went through the whole troubleshooting process and was approved for a replacement by the tech. I've purchased the protection plan since becoming customers so I never thought a replacement would be a big ordeal.

    However, I was told that the order could not be completed due to a "system update". I was told to call back in 2 hours. I did, and still the same situation and was told to call back Sunday morning. I called Sunday, same story, but this time was told to call back in 4 hours. I decided to wait till Monday. Still no change...told to call back in 4 hours again. I waited and called Tuesday, nothing. I called Wednesday and was told that I need not call back to get the HD-DVR order in, but that they would take care of it and email me once it was done because the "system was still in the process of updating".

    Here it is Friday and I have yet to receive an email from DirecTV. Should I wait yet another day, or escalate this? I feel as if I've gotten the run-around. I am not one to complain about petty issues, but I feel a week+ with no tv service is cause for me to be a little irritated by this "quality" of service.
     
  2. Sep 7, 2012 #2 of 11
    RunnerFL

    RunnerFL DIRECTV A-Team

    17,050
    311
    Jan 4, 2006
    Send an e-mail to Ellen Filipiak <ellen.filipiak@directv.com>, VP of Customer Relations. Someone from her team will get back to you pretty quickly and get this resolved for you.
     
  3. Sep 7, 2012 #3 of 11
    makaiguy

    makaiguy Icon DBSTalk Club

    863
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    Sep 24, 2007
    Aiken, SC
    Strange, I called in on Labor Day, when I feared I'd be lucky just to get a native English speaker, and was able to get a truck here the next day. Same problem, an HD20-700 with a dying hard disk.

    Maybe the key was saying the magic words "protection plan" when it asked what I wanted -- first person to answer was in the protection plan group.
     
  4. Sep 7, 2012 #4 of 11
    rrdirectsr

    rrdirectsr Legend

    177
    0
    Jan 30, 2011
    Just FYI = All D* tech support sites are on-shore. 24/7/365
     
  5. Sep 7, 2012 #5 of 11
    jdspencer

    jdspencer Hall Of Fame

    6,629
    12
    Nov 7, 2003
    Their CSRs may all be on-shore now, but that doesn't guarantee a native English speaking one. :)

    The OP should go the email to Ellen route.
     
  6. Sep 7, 2012 #6 of 11
    trh

    trh This Space for Sale

    5,285
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    Nov 2, 2007
    NE FL
    +1. And you don't need to wait until Monday. That office appears to be manned on the weekends.
     
  7. Sep 7, 2012 #7 of 11
    sooner02

    sooner02 Legend

    104
    0
    Feb 21, 2009
    I got a protection plan CSR, at least they said they were of that group. One of them did mention sending out a truck if the system was still down, but I didn't press the issue when I called back. I've never had a problem with support before, this is a new thing for me with D*.
     
  8. Sep 7, 2012 #8 of 11
    trh

    trh This Space for Sale

    5,285
    223
    Nov 2, 2007
    NE FL
    I'd let them roll a truck. If they send you a replacement, you'll most likely get a refurbished unit. From the truck, you'll get whatever they have, but you have a better chance of getting a new HR24.
     
  9. Sep 8, 2012 #9 of 11
    wingrider01

    wingrider01 Hall Of Fame

    1,764
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    Sep 9, 2005
    welcome ot the melting pot of the world...
     
  10. Brubear

    Brubear Legend

    151
    1
    Nov 13, 2008
    ordering systems should be fully functional by now
     
  11. Rich

    Rich DBSTalk Club DBSTalk Club

    25,671
    436
    Feb 22, 2007
    Piscataway, NJ
    I got a call from an unidentified number the other day and the guy started speaking Spanish to me. I would normally hang up, but I heard "D*" and asked him if he spoke English. He was calling me because the CMG was trying to call me and couldn't reach me. Took a while for him to explain, his English wasn't so good. I've been trying to get D* to expunge my old land line phone number from their records, but they can't seem to do it.

    Rich
     

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