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Downgraded replacement receiver

Discussion in 'DIRECTV General Discussion' started by kiseika, Dec 13, 2012.

  1. kiseika

    kiseika Cool Member

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    Feb 27, 2010
    So my main DVR, an HR24-100, died yesterday morning. Some hard drive error. I decided I could handle the loss of my recordings and called in. It wasn't any hassle to get a replacement sent, and it arrived this afternoon.

    Unfortunately, it's an HR23-700. I have an HR23-700 in the bedroom as our backup dvr, and I absolutely hate using it. On top of that, I have whole home dvr, and I don't have an extra broadband adapter to attach to it.

    Should I call them and expect to get an HR24 sent out? Will they just try to send me a broadband adapter? Anybody else have this experience?

    I'm very pleased with how quickly and easily they responded to my problem, but I'm not happy with the downgrade.
     
  2. trh

    trh This Space for Sale

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    Don't activate the replacement DVR.
    Call and talk to someone else. You should get a 24 to replace your 24. I've had to do it three times, and received 24s each time. Automatically.
     
  3. FlyingDiver

    FlyingDiver All Star/Supporter

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    On the road...
    If they won't give you an HR24, they at least should send you a DECA for free since you lost that capability in the replacement.
     
  4. kiseika

    kiseika Cool Member

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    Feb 27, 2010
    Unfortunately, that's all they were willing to do. I guess I just cross my fingers that the replacement receiver or my old HR23 dies on me soon?
     
  5. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    So much for HR24s being replaced with HR24s.
     
  6. lparsons21

    lparsons21 Hall Of Fame

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    Email the office of the President about the issue.

    There are significant issues between the pre-HR24s and the HR24 to make a case for getting an HR24. Not only the bigger HD, but the overall operation on the HR24 is much better as you have probably noticed.

    I have all HR24s because when I signed up I would only accept them, but I had to go through the office of the president to get them, wouldn't have switched otherwise and wouldn't stay if one of mine ever quits and they replace is with the bum pre-HR24 models.
     
  7. hjones4841

    hjones4841 Legend

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    You are wasting your time with Customer Service. Go directly to Customer Retention and be patient but firm.
     
  8. dpeters11

    dpeters11 Hall Of Fame

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    Cincinnati
    I think I'd go with Ellen's team before retention on this one. I'm not sure retention could really do anything.
     
  9. damondlt

    damondlt New Member

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    Yea , I think most of us knew that wasn't the case.:lol:
     
  10. kiseika

    kiseika Cool Member

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    Feb 27, 2010
    I emailed the office of the president. Told them I'll continue to be a customer as long as the service keeps improving, and I consider this a step backward. I may have also mentioned how eagerly Uverse wants my TV business (I'm already get internet through Uverse). I'll update when I hear back.
     
  11. rrdirectsr

    rrdirectsr Legend

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    Jan 30, 2011
    Or someone put in to replace the HR23 instead of the HR24 ;)
     
  12. dielray

    dielray Legend

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    Aug 5, 2009
    About a year ago we were told to expect more refurbs in the field. Shortly after we started to get refurbs of HD/DVRs instead of new at about a ratio of 2:1. Although some were HR24s, a lot more were HR21-23s. The HR24s of these refurbs came with items not normally found in technician packaging: access card return envelops, refurbished remotes, and cables.

    It used to be I would only get service calls after a mailed replacement receiver if the receiver wasn't the issue or a customer couldn't figure out how to hook it up. These mailed receivers were almost always the same model.

    Now-a-days I get a lot more service calls after a mailed receiver than I used to. This seems to come from receivers being sent to replace a different model without the appropriate support equipment. HR22s are being sent to replace HR23s without BBCs. HR21s are being sent to replace HR24s without receiver DECAs.
     
  13. kiseika

    kiseika Cool Member

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    Feb 27, 2010
    I got a call from the customer advocate team, and an HR24 is on its way. Thanks to lparsons for the suggestion. I have to say that even though the policy of replacing receivers with whatever's at the top of the stack is no good, they have handled this better than expected.
     
  14. 242424

    242424 AllStar

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    Mar 22, 2012
    Good for you, glad it worked out.
     
  15. dpeters11

    dpeters11 Hall Of Fame

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    Did they happen to indicate if you should have gotten a 24 as the replacement from the beginning?
     
  16. harsh

    harsh Beware the Attack Basset

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    While there are arguably significant issues (mostly with performance), none of them are outside the "comparable features" in DIRECTV's eyes. The built-in DECA was thought to be a guarantee, but apparently it doesn't always work that way.
    The HR22, HR23 and HR24 (and some rare refurbished HR21s) all feature 500GB internal hard drives.
     
  17. harsh

    harsh Beware the Attack Basset

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    Salem, OR
    The other option was to initiate a truck roll to install a DECA adapter and that's got spendy written all over it.
     
  18. Richierich

    Richierich Hall Of Fame

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    Well, I have paid a lot of money to acquire "Owned" HR24-500s (not they are better than the other HR24 DVRs) but they have Served Me Well!!!

    So I was happy to pay the extra bucks to get a DVR that ACTUALLY WORKED like I wanted it to work!!!

    Hey can't take it with me when I die!!! :lol:
     
  19. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Sure you can. When my wife's mother died we and her siblings went to the funeral home to pick out a coffin. One of the top of the line models had a safety deposit box built into the lid, enabling the deceased to literally take it with them! ;)
     
  20. Richierich

    Richierich Hall Of Fame

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    My Father was Very Cheap or Fiscally Frugal so when he died my Mother and I told the lady selling the Funeral Arrangements that we wanted the cheapest thing they had so he would be happy!!!
     

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