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Receiver needs to be replaced is wrong, what do I do?

Discussion in 'DIRECTV General Discussion' started by Julie, Sep 28, 2013.

  1. Oct 3, 2013 #41 of 112
    DB Stalker

    DB Stalker New Member

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    Time for an email to the VP of Customer Service, Ellen Filipiak. ellen.filipiak@directv.com.

    You'll hear back from them very quickly and if anyone can fix your problem, that office can.
    This s*** just got real.
    Seriously though, that's a really crappy overall experience and hopefully this is the step that'll get this resolved.

    #)
     
  2. Oct 3, 2013 #42 of 112
    slice1900

    slice1900 Well-Known Member

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    I think Directv CSRs use a random answer generator if you have a question, because you never get the same story twice. Just recently I've been adding a few H20-100s I bought on Ebay to my (commercial) account.

    First time I called to activate the first one I was told I couldn't add that receiver because it was a leased receiver from a residential account. I told her I'd call back and have someone else activate it and she said it wouldn't matter they'd never add it to my account. Called back and it was added no problem, but was told I was over the limit of 30 receivers and he'd activate this one for me but I'd need to remove some before I could activate any more. Asked why there was a limit since it was the first I had heard of it and he said it was equipment-based, a single dish could not support over 30. Third one I activated I was told I was approaching the limit of 35 receivers...

    Pretty sure I've never been told the same thing two times in a row by Directv CSRs, and you'd think they'd have the cream of the crop servicing the high dollar commercial accounts. I hate to think how bad they must be on the residential side.

    Emailing Ellen is probably your best bet, I've seen others with frustrations like yours get it straightened it out pretty quickly when they involved her. She probably has a direct line to the one CSR with a clue who can get such problems resolved.
     
  3. Oct 3, 2013 #43 of 112
    Joe Tylman

    Joe Tylman Legend

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    Sorry to hear about your experience. Your receiver is a Hughes (HNS is short for that but don't use that terminology) GAEBOA. If it was last night after 12EST it was as the agent said.
     
  4. Oct 3, 2013 #44 of 112
    Julie

    Julie New Member

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    Thanks trh, that's good info. I'm going to give it one last ditch effort. If to no avail, then emails will be headed in her direction. Thanks again.
     
  5. Oct 3, 2013 #45 of 112
    Julie

    Julie New Member

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    Sep 28, 2013
    Los Angeles
    Sadly, this headache (to put it mildly) has been very real for me and my family for some time now. :bang
     
  6. Oct 3, 2013 #46 of 112
    Julie

    Julie New Member

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    Los Angeles
    I said the receiver was a Hughes, but on the DirecTV list of obselete receivers, it says HNS, so I told them both names and said to use whichever one their system needed.

    It was right after 9pm LA time so that would put it at midnight eastern.
     
  7. Oct 3, 2013 #47 of 112
    Julie

    Julie New Member

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    No kidding! This has me laughing because it has been my experience too. :grin:
     
  8. Oct 3, 2013 #48 of 112
    trh

    trh This Space for Sale

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    I wouldn't try calling again. Send the email. It probably will never make to the VP. It is more if a team concept with members in various locations throughout the country. (Another employee once posted that this group is comprised of the very best CSRs with excellent problem solving and customer service skills.)

    Just outline your situation and the problems it is causing you. Tell them how many times you've called, but to no avail.

    Of course an easy solution is to upgrade the box. :)
     
  9. Oct 3, 2013 #49 of 112
    trh

    trh This Space for Sale

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  10. Oct 3, 2013 #50 of 112
    Julie

    Julie New Member

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    Los Angeles
    Oh wow! Ok, GREAT tip. I actually have another avenue I already started (and I'm not planning on contacting customer service again, I was very hesitant to even do it last night because I knew exactly what was going to happen). I'll let it play out, but rest assured that if this is a dead end also Ellen's office will be getting an email in short order. Thanks again for the advice!
     
  11. Oct 6, 2013 #51 of 112
    inkahauts

    inkahauts Well-Known Member

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    I would have never called customer service for this. The only people I would even consider contacting about this is the access card department. Any regular csr, Im not at all surprised by the trouble you have had. The Access Card department though, they have skills usually.

    If you have already sent a note to ellens office, then hopefully that works out. if not, Call and ask for the access card department. If they say why, do not explain, just say you need to talk to them to continue an early conversation.


    This is a weird situation in the first place, you nee the most competent people who deal with these kind of weird issues, not the front lines or their supervisors IMHO.
     
  12. Oct 14, 2013 #52 of 112
    Julie

    Julie New Member

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    Los Angeles
    Well now you tell me. :righton: This is good to know, thank you! I have much new info since I last posted (I'll update below), but nothing is resolved (other than my dad is pushing to cancel our service). I will attempt to contact the access card dept, but honestly I'm beginning to get tired of the time on the phone too. An email to Ellen has been sent, but there hasn't been a response (maybe because it's Columbus Day?).
     
  13. Oct 14, 2013 #53 of 112
    Julie

    Julie New Member

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    Sep 28, 2013
    Los Angeles
    Problem still exists despite many changes: Where to begin? Ok, many people have been contacting me saying that my old box just won't work because DirecTV mistakenly sent some sort of signal to the receiver (thinking it was an old MPG RCA) and that changed something such that it can't ever go backwards. Also, because the older Hughes box didn't have an ID on it that leads to the people at DirecTV complainging and saying they have hit all sorts of walls, etc.

    Thus, I thought I came up with a solution... I remembered that a neighbor also has a Hughes box so I went over there to see if they were still using it with DirecTV and if they were having the same problem. After some weird explaining why, lol, they let me take a look at the box (which is still being used and does NOT display the message) and it's a model number SD-HBH. Their box has a date that is 4 years later than mine and also has a RID number. Other than these important differences, the box looks functions just like mine.

    Armed with this new info, I contacted DirecTV and I asked if I could activate one of these receivers. I was told I could and they appeared on the current list of receivers that could be activated. They also informed me that I would have to purchase one from Craigslist or Ebay as they didn't sell them anymore. They also explained that before I made any purchase that I should call back with the RID number and they could check to make 100% certain that that specific receiver could be added to our account without any problems.

    I found a brand new SD-HBH receiver in a sealed box and got the RID number from the seller. I called DirecTV back again and after some dancing around them trying to push me into HD, etc, they finally punched in the RID number and said that there was no problem with the box and that it could be activated. As a side note, I even contacted the seller and told him that if he would open the brand new sealed box and verify that the RID number on the box itself matches the one on the sticker on the outside, I would promise to purchase it. He did, they matched, and I purchased it.

    In the mean time, a kind member here informed me that there might be issues with using my old access card, so I contacted DirecTV again and inquired about the access card. The answers were all different (the random answer generator that slice spoke about above was in full effect here), but a supervisor finally suggested that they send out a brand new access card to me "just to be sure". Now we are talking! -So I thought...

    Fast forward to both the card from DirecTV, and the box from the seller, being received. I swapped out my old GAEB0A box for this brand new SD-HGH box and, yet again, called DirecTV. I'll skip the complaints about the almost 2 hours on the phone and the tons of problems (just like I had the first time we upgraded the 2 old RCA boxes to the D12s), and say that it was finally activated and I was seeing a picture.

    We were all very excited!!!! However, this excitement only lasted a few minutes because, drum roll please... The same message about replacing the receiver reappeared again!
     
  14. Oct 14, 2013 #54 of 112
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    Julie,
    I feel sorry for what you've gone through and IMO the only hope to find a resolution at this point would be to contact the VP of Customer Service, Ellen Filipiak. ellen.filipiak@directv.com.
     
  15. Oct 15, 2013 #55 of 112
    Julie

    Julie New Member

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    Los Angeles
    Thank you! I can't tell you how much time I, and other members of my family, have spent dealing with DirecTV. Not to mention that we were forced to purchase a new receiver when there was nothing wrong with the original one! Today my dad said enough was enough (he can't get the captions he needs so it's most frustrating to him) and contacted another provider and then approached me with questions about something called a 'Hopper' (of which I have no clue and haven't looked up yet). The good news is that, while I was at work, DirecTV finally called back from the email to Ellen's office. Yea! I guess nothing was worked out yet and nothing has changed (still getting the message), but the one thing that was discussed is how the rep was certain that this newer Hughes receiver should be working and that, finally, for the first time, someone admitted there's some sort of glitch in the system that's incorrectly causing the message to appear. While I have known this from day one (see my thread title), it's the first time an actual employee of DirecTV has believed or acknowledged it. That alone is a bit of progress because they can't fix something they don't believe is broken. We'll just have to wait and see what happens.
     
  16. Oct 15, 2013 #56 of 112
    JosephB

    JosephB Icon

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    Why not just take the newer box? At some point the HNS box is going to have to be replaced, it'll be obsoleted again eventually
     
  17. Oct 15, 2013 #57 of 112
    Julie

    Julie New Member

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    Los Angeles
    This is funny because it sounds like the argument that a few of the customer service reps gave me about why not upgrade to HD. I don't really care about what may or may not be in the distant future. I'm trying to deal with the here and now. There are a handful of reasons why I want the Hughes box instead of a D12 for this particular receiver (only some of which I have stated above). I did accept two D12s for my other replacements so I have done what they want (and know the differences too). The way I see it, the reasons why I want to keep the receiver should not matter! I'm working within their established guidelines for which receivers work and which don't. Thus, to put it simply, their incompetence and ineptness regarding their own system should not be my problem.
     
  18. Oct 15, 2013 #58 of 112
    PCampbell

    PCampbell Icon

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    You said you were forced to purchase a new receiver? As I understood from other threads there is no cost or contract to get the D12. http://www.dbstalk.com/topic/203605-pre-2003-receiver-upgrade/
    Also just wanted to know what you like about the Hughes that is that much better.
     
  19. Oct 15, 2013 #59 of 112
    Julie

    Julie New Member

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    Los Angeles
    As mentioned above, I really don't want to turn this thread into a just go with another D12. We are paying DirecTV good money each month (and have been for over a decade). I'm requesting to do something they allow, thus my reasons don't really matter. I should be able to do it and the only reason I can't is that they can't figure out the bug/glitch in their system! BTW, there is no guarantee that the D12 would work anyway. It appears that every time they change out the hardware on that particular receiver slot the problem reappears.

    Since I'm addressing it here I'll satisfy your curiosity and list the three main reasons (to get it out and over with because I'm not going to address it anymore as it is not the topic or purpose of my thread!):
    1) We like the "turbo" function of the Hughes receivers (I know there's a similar FAV function in the D12, but it works very differently)
    2) We like the way the program guide has different colors for the different types of shows (allows quick scanning for movies, etc)
    3) The biggie which I don't think I mentioned here (because, again, why I want to keep the Hughes line isn't important to this thread) is that we have a very expensive proprietary whole house entertainment system that ports to numerous rooms with handheld wireless remotes that can be used anywhere in the house. This system controls much more than the DirecTV receiver and the remotes have been preprogrammed (via a laptop by the installer years ago) for specific equipment. To change the setup is a complete nightmare and also costs a good amount of money (since someone needs to be brought in, etc). I'm certain that if we are forced to undergo this trouble and expense, we won't continue with DirecTV.

    As for the reasons as to why we were forced to purchase this newer Hughes receiver, please read my previous posts in the thread. Correct, they will supply D12s for free, I know that because as I just mentioned above I accepted two of them for the TVs not chained to the whole house entertainment system.

    Also, since I'm commenting on 'why not take a D12' one last time, the comment above implying that I should just take the D12 because "At some point the HNS box is going to ...be obsoleted again eventually" does not make sense either. The reason is that, according to DirecTV (as of recent) both my newer Hughes receiver and the D12 are technologically equivalent (both SD, both have RIDs, both APG, etc). Thus, if the same logic is applied, they shouldn't be sending out D12s because they will be obsolete someday too (which happens to also be the same time that my newer Hughes box is obsolete).
     
  20. Oct 15, 2013 #60 of 112
    PCampbell

    PCampbell Icon

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    OK, I liked my old RCAs alot also but now I am into HD only.
     

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