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Getting DirecTV to send a replacement DVR w/o a truck roll??

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by tkrandall, Jul 8, 2013.

  1. Jul 8, 2013 #1 of 14
    tkrandall

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    My brother has DirecTV at a lake house. One of the DVRs, and HR21-100, is clearly going bad. Video stops/stutters, sometime freezes, unit has to be re-booted, etc. We even got a hard drive error message, code 14-023, yesterday saying try a re-boot. Other receivers in the house do just fine.

    He says he has called several times and they stall with all the trouble shooting steps and then say they will not ship a replacement unit w/o a truck roll. Problem is, he is only there occasionally. Is there any way to get them to send a replacement unit/recovery kit without a truck roll? Do they even want HR21-100s back?


    If not, perhaps try a dealer/installer in the local area (Clemson SC area).

    Also, all of this should be no-renewal commitment - unit is clearly faulty.

    Thx!
     
  2. Jul 8, 2013 #2 of 14
    jimmie57

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    14 | On Screen Text: “Internal Storage Error Detected. A problem was detected reading your internal storage device. Please call Customer Service at 1-800-DIRECTV and report the diagnostic code displayed below. Diagnostic Code: 14” | What to do: Select "Reboot" to reset Receiver.
    If still a problem: Do NOT try to reformat from the front panel. Replace Receiver.

    Call them for a replacement. I just got one a couple of months ago.
     
  3. Jul 8, 2013 #3 of 14
    tkrandall

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    Did they ship it to you, or do a truck roll?
     
  4. Jul 8, 2013 #4 of 14
    jimmie57

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    They shipped it to me. I paid the $20 shipping. It came Fed-X second day delivery. I called in on Wednesday and had it installed by Friday evening.
     
  5. Jul 8, 2013 #5 of 14
    tkrandall

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    OK, Thx - I will have him re-try. Maybe asked for th activation dept?
     
  6. Jul 8, 2013 #6 of 14
    trh

    trh This Space for Sale

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    Getting a truck roll will probably increase your chances of getting a "better" DVR like an HR24.
     
  7. Jul 9, 2013 #7 of 14
    georgewells

    georgewells AllStar

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    What is a Truck Roll ??

    Thanks
     
  8. Jul 9, 2013 #8 of 14
    Go Beavs

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    A service tech will come to the premises to troubleshoot and/or replace the defective part.
     
  9. Jul 9, 2013 #9 of 14
    Beerstalker

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    Is this the case where he has a DirecTV account at home and has taken one of his DVRs to the lake house and leaves it there? If that is the case I'm wondering if DirecTV has noticed that it hasn't called in from it's service address in a long time so they suspect it is being used in a different location so they want to do a truck roll to make sure all of the receivers for the account are at the service location like they are supposed to be.

    If this is the case he should just bring the DVR home with him and hook it up there, then call and have the service call done at his home. Then after it is replaced the next time he goes back to the lake house he can take the new reciever with him.
     
  10. tkrandall

    tkrandall Hall Of Fame

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    No. The lake house is the service address.
     
  11. ThomasM

    ThomasM RF Engineer

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    The first thing to remember when you KNOW your receiver needs replacing is to NEVER tell DirecTV about diagnostic codes or symptoms or anything else that results in a big "troubleshooting" waste of time. Just say "it's DEAD". No lights, no picture on the TV and the wall outlet works fine with a table lamp. Even better, tell them your OTHER DirecTV receiver(s) are working fine if you have more than one receiver.
     
    1 person likes this.
  12. damondlt

    damondlt New Member

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    Agree, because how it acts on paper, is rarely the way its really acting!. Agree tell them it won't power up!
     
  13. inkahauts

    inkahauts DIRECTV A-Team

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    Actually, if you tell them a code that says its dead, they will go with that as well.
     
  14. jimmie57

    jimmie57 Hall Of Fame

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    That is exactly what happened to my HR23.
    They still had about 6 or 8 things they asked me. The last question in the list was "Did you check the power breaker ? "
    I explained to her that if every other thing plugged into that outlet was working that it could not be the breaker.
    The whole process took about 15 minutes.
     

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