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New DVR from Directv

Discussion in 'DIRECTV General Discussion' started by andunn27, Nov 12, 2011.

  1. Nov 13, 2011 #61 of 114
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    The hardware comes with a 90 day warranty, to the best of my knowledge, so that may have been why.
     
  2. Nov 13, 2011 #62 of 114
    dubber deux

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    So then why did the CSR LIE to me about saying they would warranty the lnb for 1 year?
     
  3. Nov 13, 2011 #63 of 114
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    Ask the same question [like so many others] to three CSRs and "I'll bet" you could get four answers.

    There are something close to twenty thousand CSRs, which have a high turnover, and training/standardization could be so much better.
    They seem to be taught how to work the computer system, but if it doesn't have your answer, then they "wing it the best they can".
    One might wonder how many actually have DirecTV, or the model you're asking about.
     
  4. Nov 14, 2011 #64 of 114
    andunn27

    andunn27 Legend

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    Well I think the hard drive in the Tivo was dying. I looked into replacing it, but couldn't find any affordable options. I did look at something called instacake which puts the Directv Tivo software on a hard drive for you. I think it was $40. So I technically could do this down the road, but probably will not. I'll probably just sell the Tivo on ebay for parts. I have two brand new Directv Tivo peanut remotes as well I could sell.
     
  5. Nov 14, 2011 #65 of 114
    Stuart Sweet

    Stuart Sweet The Shadow Knows!

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    Folks, I've deleted several posts based on general rudeness. Let's talk about the issues, not about each other.
     
  6. Nov 14, 2011 #66 of 114
    debell

    debell Godfather

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    This seems to be a trending issue with DTV. They will lie to get you to sign up or to keep you as a customer apparently :nono2:
     
  7. Nov 14, 2011 #67 of 114
    Shades228

    Shades228 DaBears

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    How do you know they lied did you attempt to use that warranty? The agent could have just put a note on the account to waive a service call charge if you had one in the next year. That's the same difference but you'll never really know if they lied or not because you canceled. It's easy to talk in what if's that never happened. Much like this thread with all the "you better do this" and then DIRECTV delivers.
     
  8. Nov 14, 2011 #68 of 114
    dubber deux

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    That's the problem VOS if D* was a fairly new start up company I would understand the issues with the CSRs ..BUT D* has had almost 20 years to get it right and it seems like things have not only not improved but they have become worse with respect to this issue.

    It makes me believe that D* deliberately wants to have the CSR system operate this way.
     
  9. Nov 14, 2011 #69 of 114
    debell

    debell Godfather

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    I wasn't speaking specifically about replacing the LNB, I was speaking about the CSR who signed me up for service under an alternate name (my nickname) and decided to tell me he didn't. :rolleyes:
     
  10. Nov 14, 2011 #70 of 114
    wahooq

    wahooq DBSTalk Club DBSTalk Club

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    you guys make me laugh
     
  11. Nov 14, 2011 #71 of 114
    dubber deux

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    If the CSR wasn't BSing me or lying..... there should be NO reason at all why she couldn't have sent me a simple e mail just as I requested . EASY request to honor. The customer has a right to some form of written receipt to assure that there is eividence of what was offered.

    Again ..in business if it isn't in writing it never happened.
     
  12. Nov 14, 2011 #72 of 114
    P Smith

    P Smith Mr. FixAnything

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    As I promised - I did catch other then THR22-100 FW announcement at TP3:
    - 4:21pm H25-100, v.04C6, NR.

    Would that finally convince you: that tp3 is a place for spooling regular FW for different models, not just TiVo ? Hope so.
     
  13. Nov 14, 2011 #73 of 114
    trh

    trh This Space for Sale

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    Except if you're dealing with AT&T. I went to their web site to buy a replacement phone. One page said I was entitled to a $50 rebate; another page said I wasn't. I called. The CSR had to get her supervisor on the line because of the conflict. The supervisor determined I was eligible for the rebate and annotated it in my account AND sent me an email. Three days later when I went to activate the phone and file the rebate, the CSR said I wasn't eligible. I told him about the email and how it was in my account. He said "I see it in your account, but they were wrong." I spent more than 8 hours talking with over 10 CSRs over the next several days trying to get that $50. I never did. They wouldn't honor it even though I had it in writing. And there is no Ellen counter-part at AT&T that you can deal with either. Yes, most companies will honor what they told you (especially if you have it in writing); but not always. [Now back to the regular thread.]
     
  14. Nov 14, 2011 #74 of 114
    debell

    debell Godfather

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    So why wouldn't you return the phone and cancel the order. Contrary to what you believe, DirecTV has done this to many customers as well.
     
  15. Nov 14, 2011 #75 of 114
    west99999

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    Most CSR's don't even had the ability to send an email.
     
  16. Nov 14, 2011 #76 of 114
    debell

    debell Godfather

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    Then that's poor management on DirecTV's part. Dish and local cable co's CSRs are able to do this without any issue, I don't see why DTV can't handle this.
     
  17. Nov 14, 2011 #77 of 114
    dubber deux

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    Even ATT does have the ability for CSRs to send e mails.

    I also wonder why he didn't return the phone, ATT would have paid for return shipping. They will agree to the return because they know that they committed a form of fraud (yes it was likely accidental) and do not want to invite a potential law suit or investigation from the FTC or AG.

    My CSR I was referring to was a 2nd tier technical support supervisor . I asked her if she had the ability to use e mail to send me a written confirmation about what she had promised me with the warranty, she said "yes". But she told me it was "against company policy to send that confirmation by e mail" . Frankly that sounded like so much nonsense. I figured that it was so if there was a problem they were off the hook.
     
  18. Nov 14, 2011 #78 of 114
    wahooq

    wahooq DBSTalk Club DBSTalk Club

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    dtv csrs can send all kinds of form emails...as far a writing a specific emailed dictated by dubber beux....not going to happen
     
  19. Nov 14, 2011 #79 of 114
    dubber deux

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    I politely requested the written confirmation that she and D* were willing to warranty my dish and lnb for 1 year verbally . Nothing more.
     
  20. Nov 14, 2011 #80 of 114
    trh

    trh This Space for Sale

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    1 - I did return the phone.
    2 - Then I cancelled my land line through AT&T
    3 - Then I cancelled my internet through AT&T
    4 - When our cell phone contract ends, I may cancel that (but the only reason we got AT&T is because it is the only service my wife can receive at her office -- and she works after their switchboard is shut down (nights & weekends), so she needs this. So we may stay with them until another provider puts up a tower near her office).
    5 - It's not what I believe. I was responding to another post that said in business "if it isn't in writing, it didn't happen." I had this in writing, yet they still wouldn't honor it.
    6 - I have no knowledge of this ever happening or not happening at DirecTV. I guessing with over 19 million subscribers, the odds are they have done the same thing.
     

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