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Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by tonyquan, Oct 25, 2007.
I find it hard to believe that somewhere in the DTV chain of command there is not a way to specify that a OTA capable reciever (or any other specific model) be shipped.
Hasan--I need to get on here and defend myself a little bit, I am telling the story exactly as it happened. We've all seen garbage on the Internet though, so I take no offense at your being a little skeptical.
Although I don't post much, I've been a long time reader of dbstalk. I was hoping to get the word out that this is happening, and for folks to be careful.
As for myself, I actually undertook the switch to the HR20 with a lot of trepidation, as I was coming from the DirecTV HD TiVo and (still) love that box. My biggest fear was some kind of screwup, and it happened unfortunately. As I said, retention saved me, but just barely....
My issue is with the observations that HR20's are becoming hard to find. I have no problem with D* offering a cheaper box for folks who do not need OTA. What I do have an issue with is when there is no D* support for OTA. Reading between the lines in posts by Earl and others, D* seems to be positioning itself for a non-OTA world.
In a way, this is ironic: For most of the 90's, D* had no LiL capability and fought tooth and nail to avoid having to do that. Anyone who wanted local networks in the 90's had to put up an OTA antenna or do without. Which is what I did and have continued to do. D*'s preferred model was to supply national or regional networks with maybe a smattering of local independents. Since they had no spot beams at the time, the bandwidth cost of LiL was staggering. One of the reasons why D* SD Lite is so poor.
Now that D* has been forced by the feds to provide every broadcaster a free satellite signal (2 (or more) with HD) (gotta love that NAB), they don't see a need to provide the same broadcasters a free OTA tuner. After all, D* is in the sat biz, not the OTA biz. I get that.
Problem is that I'm in the TV watching "biz" and I don't want to be locked into one source. One of the reasons I dumped cable in 1994 is that their local channels' PQ was far worse than what I could get OTA. D* gave me the best of both worlds, and I'd really really like to keep it that way.
I will trade both of my HR20's for HR21's. Just let me know when and where.
Just curious, why???
Other than a preference for the shiny black exterior i couldn't imagine why someone would want to do this.
I can't answer for armophob, but I would do the same. I have had bad luck with regards to reliability with HR20-100's, so a newer HR21-700 may work out better for me. I don't use OTA, so it's not like I'd really be losing anything. I couldn't care less about the color.
The poll on this forum indicates a great majority need OTA.
Although I don't need OTA I personally think this is a big mistake for D*. There are plenty of places where you can't get locals and more with no local HD - witness threads that deal with what you can get and how to protest.
D* needs to provide the entire package to people or they will go elsewhere. Gee we have the most and the best - oh you want local stations also sorry can't do.
This is a big mistake on D* part. Someone in planning and equipment acquisition really blew it. From what it sounds like either from stores or from D* you won't be able to do OTA soon. Wonder what they do with all the broken HR20's.
Can't get OTA, so a simpler product makes sense for me.
All my other components are black, so that works better for me from an aesthetics standpoint.
Of course, with the whole "lease" thing it could get sticky trying to explain to a CSR what you're doing......but that's a different topic.
I have been a TWC subscriber for years. I decided to switch to directv to take advantage of the large amount of HD content. I went online and purchased the HD DVR plan for 59.99 and scheduled the install for this Sat afternoon! Immediately afterwards I realized that DTV does not offer CW(18) and many other locals in HD. So I called them up to address this and this is what happened.
I explained that i wanted to keep getting my local HD stations and that I wanted to add an OTA antenna to my order and have the guy hook it up with the rest of the stuff. They said they could not modify orders and that I would have to cancel and do the order again. They said to look carefully online for the adding an antenna option. I could NOT find this option so I called them. They started taking my order over the phone and the lady could also not figure out how to add the antenna to my order. She got a manager. The manager was getting frustrated and finally said, sir I cannot figure out how to add the antenna to your order and went quiet. I said well can you transfer me to someone who knows how to do this or another manager? He said sure and transferred me back to the main queue. I had to explain everything again. They transfered me to another manager who said that the new LNB5 sat dish will also function as an OTA antenna as long as I have the HD DVR. I didn't every read this or heard of this but believed him since it was a manager from DTV telling me this. I was then transferred to a very nice sales rep who took my order again this time over the phone. He also commented about the new OTA capability of the LNB5 dish. Unfortuantely my appointment block was no longer available so now i have to wait until next Saturday to get it installed.
Then last night I talked to some people and read some boards and basically found out that DTV was full of **** and that there was no OTA capability on the dish. So I call them again today to find out what is going on and why I keep getting told the wrong things. Finally I get another manager who explains that the HD20 allows this feature but the HR21 does not and thats why they no longer allow people to purchase an antenna. I said well which DVR am I getting. He said he did not know and said he would get the local installer on the line and ask. Instead of doing that he cold transferred me to Premier who had no idea what I was talking about and transferred me to the local installer who confirmed I was getting an HR20(thank god. Hopefully they show up with an HR20).
During this entire ordeal I've spent about 4 hours on the phone. Half the time when I ask for a supervisor I just get transferred back to the main queue. I was lied to and given misinformation multiple times. I asked a manager if I could get a discount or a premium channel for free or SOMETHING ANYTHING to make up for the hours of pain I went through trying to figure this out. They said they couldn't do anything but gave me the number for customer service. I spoke with them and they said SORRY. Thats it. SORRY. I said ummm, most companies that put you through hell offer some kind of compensation or try to smooth things out. She said they can't provide me with anything becuase my status is pending. I say well am I supposed to complain after I get it installed? You guys aren't allowed to handle complaints before the install? She basically blew me off.
After hearing some good things about DTV I am very VERY shocked and appauled at the way that DTV has treated me as a new customer. I don't like being lied to and dicked around and if that installer doesn't show up with an HR20 like I was told I am going to flip out.
Seriously what the hell is wrong with these people.(not that TWC is much better but I've never been outright lied to).
That will take care of the DLB issue.:lol:
It's unlikely that the government would care at all .. The government has required that new TVs any tuner have an ATSC tuner built in, but we're talking about a set top box. Besides, a TV without a tuner is just a monitor. DIRECTV's core business is providing satellite television. The zero dollars per subscriber for over the air channels doesn't help.
Welcome to the world of customer service.
I get my locals via OTA in the St. Louis area. Does anyone know if D* carries all the sub-channels... or do you just get the main *-1 channel. That would be a big reason for the FCC to get involved. If they aren't offering all the content that the broadcasters are sending out. I know the PBS station here locally broadcasts on 9-1, 9-2, 9-3 & 9-4. Do you get all channels if getting locals via D* and not OTA?
sub-channels are not carried by DIRECTV (by and large). There is no must-carry rule involving sub-channels and the FCC would have to get involved for that to happen.
I wish I could buy everything in the store including the dish and install myself. I would know what I was getting, how it would be installed and could take it back if it failed. I would rather spend a week aiming the dish than depend on customer service to make me happy.
If you go to the DirecTV website there's no option to purchase an HD DVR with OTA capability. The only mention I can find of OTA there is in the HR20's manual...and we know how accurate that is.
There's no way to select between an HR20 or HR21 that I can see.
I would not let them in the door. Have them pack it up and send them on there way. Looks like it takes more time if you have them install the HR21 and work with D* to get an HR20. Yeah you might get some free stuff but, you wasted a hell of a lot of time. You need to get 2 years free....all the stuff you have to do.
I must ask....
What does D* expect people to do if not ALL of their HD locals are carried via sat? Example: WTNH is NOT carried in HD over D*, because of WTNH parent companies greed. I *need* OTA if I want to see this channel over HD.
I can see saying "you dont have to have every channel in HD, you can get by", but then isnt DirecTV pushing to be the "leader in HD"?
I also understand there is probably only a limited amount of customers in this position.....but still, I think they need to be able to make exceptions for those customers.
Tony, I wasn't questioning what you posted, but trying to ferret out what D* is really saying. At any given time it can be ....well....challenging. When I feel myself getting bent out of shape over what appears to be dirty tricks or just outright incompetence or indifference, I prefer to put a big if in front of things, in case I, or someone else has misinterpreted what D* is doing. I'm not skeptical about what you said, I'm skeptical about D* being able to grab its behind with both hands when it comes to communicating with people.
If what I have seen in this particular thread had been present when I first came to D* in '94, I would have hesitated getting involved with them. When you combine the cherry picking HD-Extra debacle with this current HR20/21 flap, there is a bad odor adrift. The fact that E* or Cable may be worse, is not exactly confidence building.
Whoever is allegedly managing D*'s communication to customers should either resign out of embarrassment (in case it's not their fault), or be terminated for incompetence. It's as if D* isn't aware that their business is customer driven, and the bottom line derives from doing that part well.
D* has a really nice box in the HR20 series and it has undergone phenomenal development since last year at this time. I have been very happy with the HR20 and its development program for many, many months.
It is a shame to see some of this fine work contaminated by the nonsense epitomized in this thread.