HR20 Recalled!!!! (Mod Edit: There is no recall)

[wirelessbk]

I just received an e-mail from BeachAudio.com that DirecTV has recalled all currently unshipped HR20's due to major issues experienced by the current userbase. BestBuy.com has also removed the HR20 from their website and indicated it is "Coming Soon"

The new expected date from DirecTV is tentatively the first week in October.

Hurry up and wait! Better to wait and get it right, I guess.

[Knepster]

I got the same email. I wonder if this is also affecting Value Electronics. Here is the email for those who haven't gotten it.


Dear Customer,

After inquiring this morning with our distributor about a confirmed ship date for the HR20 unit, a representative from DirecTV contacted usadvising us on the current ship status of the HR20's we have in stock. Rather than giving us the green light on shipping the units for their arrival on the previously scheduled release date of Sept.13th, we were advised of a significant software upgrade issue that has been widely reported in the units from the first production run of the HR20's. Because so many of the units currently in service are affected by this issue, DirecTV has ordered a recall of all the current HR20 units nationwide that still remain un-purchased by consumers to avoid the overwhelming need for installation technicians to make in home visits to replace the faulty units due to the significant software issue which exists in them. While this is clearly not good news for you, the waiting customer, please understand this recall is on the order of DirecTV & is an effort to avoid thousands of angry customers who would inevitably receive a defective unit if the pieces currently in stock were to ship as planned, or if purchased exclusively through local retailers. We have been advised that all current units nationwide are affected with this glitch & will have to be replaced for proper operation. DirecTV has given us a new tentative release time frame of the first week in October for the new units to be arriving at our warehouses & ready to ship. This is only an estimate & has not been confirmed as a guaranteed arrival date. Once we have a confirmed date for these units, we will email you to advise of the release. Please contact us at Beach Audio if you wish to cancel your order, or if you would like to keep your current order on back-order status & await the arrival of the new units. **Orders that have been placed via Amazon.com are subject to a 30 day expiration time frame. Please contact us if your order may be in danger of expiring & you wish to keep your backorder in good standing.** As information regarding this issue is given to us, we will keep customers with current back orders advised via email immediately. If you have any further questions or concerns, or if you wish to cancel your order at any time, please feel free to email or call our offices during regular business hours, Mon-Fri, 9am-5pm PST, at the number below. We sincerely apologize for this delay & appreciate your understanding in the matter.
-- Regards, Gabby K
Customer Service Manager
Beach Audio, Inc.
www.beachaudio.com
(877) 804-0495 orders(310) 601-1854 fax

[PoitNarf]

Originally Posted by wirelessbk

I just received an e-mail from BeachAudio.com that DirecTV has recalled all currently unshipped HR20's due to major issues experienced by the current userbase. BestBuy.com has also removed the HR20 from their website and indicated it is "Coming Soon"

The new expected date from DirecTV is tentatively the first week in October.

Hurry up and wait! Better to wait and get it right, I guess.

Guess I'm part of the Release Candidate 2 group now?

[wirelessbk]

I posted this in the Installation Tracking Forum but I thought it was important enough to post here as well.

I just received this e-mail from BeachAudio.com, the Internet Retailer I purchased my HR 20 from:

Dear Customer,

After inquiring this morning with our distributor about a confirmed ship
date for the HR20 unit, a representative from DirecTV contacted us
advising us on the current ship status of the HR20's we have in stock.
Rather than giving us the green light on shipping the units for their
arrival on the previously scheduled release date of Sept.13th, we were
advised of a significant software upgrade issue that has been widely
reported in the units from the first production run of the HR20's.
Because so many of the units currently in service are affected by this
issue, DirecTV has ordered a recall of all the current HR20 units
nationwide that still remain un-purchased by consumers to avoid the
overwhelming need for installation technicians to make in home visits to
replace the faulty units due to the significant software issue which
exists in them.

While this is clearly not good news for you, the waiting customer,
please understand this recall is on the order of DirecTV & is an effort
to avoid thousands of angry customers who would inevitably receive a
defective unit if the pieces currently in stock were to ship as planned,
or if purchased exclusively through local retailers. We have been
advised that all current units nationwide are affected with this glitch
& will have to be replaced for proper operation.

DirecTV has given us a new tentative release time frame of the first
week in October for the new units to be arriving at our warehouses &
ready to ship. This is only an estimate & has not been confirmed as a
guaranteed arrival date. Once we have a confirmed date for these units,
we will email you to advise of the release.

Please contact us at Beach Audio if you wish to cancel your order, or if
you would like to keep your current order on back-order status & await
the arrival of the new units. **Orders that have been placed via
Amazon.com are subject to a 30 day expiration time frame. Please contact
us if your order may be in danger of expiring & you wish to keep your
backorder in good standing.**

As information regarding this issue is given to us, we will keep
customers with current back orders advised via email immediately. If you
have any further questions or concerns, or if you wish to cancel your
order at any time, please feel free to email or call our offices during
regular business hours, Mon-Fri, 9am-5pm PST, at the number below.

We sincerely apologize for this delay & appreciate your understanding in
the matter.



Everyone that is currently using the HR20, welcome to the DirecTV beta program.

I just hope they can get it worked out in a timely fashion. They are estimating availability for the first week in October.

[PoitNarf]

Originally Posted by wirelessbk

I posted this in the Installation Tracking Forum but I thought it was important enough to post here as well.

I just received this e-mail from BeachAudio.com, the Internet Retailer I purchased my HR 20 from:

Dear Customer,

After inquiring this morning with our distributor about a confirmed ship
date for the HR20 unit, a representative from DirecTV contacted us
advising us on the current ship status of the HR20's we have in stock.
Rather than giving us the green light on shipping the units for their
arrival on the previously scheduled release date of Sept.13th, we were
advised of a significant software upgrade issue that has been widely
reported in the units from the first production run of the HR20's.
Because so many of the units currently in service are affected by this
issue, DirecTV has ordered a recall of all the current HR20 units
nationwide that still remain un-purchased by consumers to avoid the
overwhelming need for installation technicians to make in home visits to
replace the faulty units due to the significant software issue which
exists in them.

While this is clearly not good news for you, the waiting customer,
please understand this recall is on the order of DirecTV & is an effort
to avoid thousands of angry customers who would inevitably receive a
defective unit if the pieces currently in stock were to ship as planned,
or if purchased exclusively through local retailers. We have been
advised that all current units nationwide are affected with this glitch
& will have to be replaced for proper operation.

DirecTV has given us a new tentative release time frame of the first
week in October for the new units to be arriving at our warehouses &
ready to ship. This is only an estimate & has not been confirmed as a
guaranteed arrival date. Once we have a confirmed date for these units,
we will email you to advise of the release.

Please contact us at Beach Audio if you wish to cancel your order, or if
you would like to keep your current order on back-order status & await
the arrival of the new units. **Orders that have been placed via
Amazon.com are subject to a 30 day expiration time frame. Please contact
us if your order may be in danger of expiring & you wish to keep your
backorder in good standing.**

As information regarding this issue is given to us, we will keep
customers with current back orders advised via email immediately. If you
have any further questions or concerns, or if you wish to cancel your
order at any time, please feel free to email or call our offices during
regular business hours, Mon-Fri, 9am-5pm PST, at the number below.

We sincerely apologize for this delay & appreciate your understanding in
the matter.



Everyone that is currently using the HR20, welcome to the DirecTV beta program.

I just hope they can get it worked out in a timely fashion. They are estimating availability for the first week in October.

Let's try to keep this thread as the main one maybe? I've already seen 2 additional threads about this.

[Score023]

Hope Directv will replace the ones that already have been installed since it is a "lease".

[Chimpo414]

Just got the same email myself. CRAP!

[Phil T]

Best Buy has taken them down and now says coming soon!!!

[mrpither]

earl?

[PoitNarf]

Originally Posted by mrpither

earl?

I second that

Those of us that currently have the HR20 don't have to send these back to D* do we? I'm guessing this is only software and not hardware related?

[Slyster]

er... ok.. so if we have an HD install appt next weekend, will they give us the HR10-250 at least?

[rmingee]

I had gotten a call from Best Buy this morning saying the drop-shipped demo units were in, and that one had my name on it, but I expect now that they'll say they need to be sent back. I guess my dilema (detailed in the "I need an opinion" thread) is put on hold for now. By the time they resolve this issue, maybe OTA tuners will be working.

-- robert

[stuart628]

Earlllll!!!!!!!!!!!!!!!!!!

[wirelessbk]

Originally Posted by Slyster

er... ok.. so if we have an HD install appt next weekend, will they give us the HR10-250 at least?

Good question, I have an installation scheduled for next week as well. Not sure what to do. About time to sit on hold with D* CSR, again.

[UrbanDad]

So, mine came in today (9/11) from Best Buy. When I plugged it in, it did a 20 minute download of new software - I am sure this is not the fix they are talking about.

But what now? Do we return them? I guess just wait.

[DCSholtis]

Its still showing on Robert's site and has not been taken down.

[stuart628]

I dont understand if its software, upgrade them right?

[stuart628]

hey sholtis, I am getting installed this thursday, is there anyproblems (stuttering video) on cleveland locals, I remember us talking about this, but I dont remember what you said, if you could p.m. me so I dont hijack this thread thanks!

[PoitNarf]

Originally Posted by stuart628

I dont understand if its software, upgrade them right?

Yes, but with all the audio drop outs and total system lock ups many have been experiencing it probably doesn't make sense to make it widely available until a majority of the outstanding issues have been fixed. I just hope that it is soon.

[stuart628]

Robert got the go ahead from Directv to ship out one day early though, dosent make much sense does it?

[stuart628]

this is the SECOND Time I have sold my HDtivo, and bought it back from that person because Directv Changes their mind at the last second. maybe its my fault and I should stop ordering this stupid thing!

[DVRaholic]

Originally Posted by UrbanDad

So, mine came in today (9/11) from Best Buy. When I plugged it in, it did a 20 minute download of new software - I am sure this is not the fix they are talking about.

But what now? Do we return them? I guess just wait until Best Buy sends an e-mail?

I bit the bullet myself and bought one from Best Buy and installed it today, So far its working good. I bought it because I cant wait and I figured I could price match it and get $100 back when it went nationwide, I have 30 days to do so BUT now it looks like It will be past the 30 days when they are released

So

I will Exchange mine when New units come in, I will just says its defective (which according to Directv it is)
If its getting close to the 30th day I will get get a refund and repurchase it when its re-released.

Bummer

[wirelessbk]

The e-mail I received did not indicate that these are hardware issues but more likely software issues. We will have to wait and see if Earl can provide any additional communications from D* that can shed some additional light on these issues, beyond what everyone has already reported here.

[stuart628]

Earl or robert arent say anything yet, hopefully they are trying to straighten this out, (they both are reported online by their icons, they could be wrong though)

[kennedyj]

Originally Posted by stuart628

I dont understand if its software, upgrade them right?

The letter says:

We have been advised that all current units nationwide are affected with this glitch & will have to be replaced for proper operation.

The problem may NOT be fixable via a software update. This makes it sound like faulty hardware.