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Guest Message by DevFuse

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Should I be charged a sevice call for this?


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8 replies to this topic

#1 OFFLINE   mobouser

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Posted 02 December 2007 - 11:47 AM

Hi all, I was just charged $70.00 for a service call where the outcome was a diagnoses that my HR20 had a bad tuner. The service rep first checked my satellite and the connectors outside to see if I had trouble with them. He did some stuff out there replacing terminators etc. But he ultimately agreed that I had a defective MPEG4 tuner. D** has since replaced the defective HR20. I have 5 months on my lease and I thought I was good for a year with the standard guarantee. I don't have a service contract but I now see where this may be handy if this charge stands since D** has probably changed my contract a couple of times since signing on. Soon I can see people being charged when you call a service rep I guess it all comes down to profit for shareholders. I am rambling but needed to express my feelings. Thanks Paul D.

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#2 OFFLINE   spartanstew

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Posted 02 December 2007 - 12:40 PM

Yes, you should be charged.

I'm sure Directv can't wait to get their hands on your unit.

 
Directv customer since 2000

#3 OFFLINE   Knon2000

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Posted 02 December 2007 - 01:21 PM

What was the situation when you called? Did you call Direct TV, with issues?
What was said to them while working with the phone rep. What troubleshooting did they do with you before placing the call for service?
I know from personal experience that many people just don't want to bother doing the troubleshooting, and was wondering if that was the case here.
Seems kinda weird that they didn't isolate the problem to a bad tuner when doing the troubleshooting with the phone rep.
Pretty simple to diagnose that problem.
Proud user of
3 HR20-700's
2 HR20-100's
1 HR10-250
with 3 HR10's on Standby

#4 OFFLINE   shendley

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Posted 02 December 2007 - 01:24 PM

Unfortunately, as soon as the tech comes out, it's $70 for that visit regardless of whether the outcome is, as in your case, replacing something that should have been replaced for free. Hence, the value of doing as much troubleshooting yourself as possible with the help of people on this board before calling for a tech visit. I recently had a tech visit but only after I had my HR20 replaced and checked every other possibility folk here (especially VOS) could think of.

AU9, SWM8
Panasonic TH-58PX60U, HDMI to HR44-100, Native, DD, HDMI to Pioneer VSX-1123-k Receiver, Harmony One, Networked with Ethernet Cable, 35/4 Mbps DSL.
Panasonic TH-42PD50U, Component to HR 24-100, Antec MX-1 w. WD10EVDS ESata, Native, DD, DTV Remote.
Panasonic TC-L32X2, HDMI to C41-100, DTV Remote.
Whole Home.


#5 OFFLINE   johnck78

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Posted 02 December 2007 - 01:37 PM

My aunt had a bad tuner. I did all the troubleshooting possible, swapped BBCs and lines. When we talked to DirecTV, I explained that I swapped lines and BBCs, and that the only possible issue could be a bad tuner. We had 0 signal on all ODD transponders on Tuner 2. They told me that the tuners don't go bad it had to be something else. They insisted on sending out a TECH, who after 40 min or so, came to the only possible conclusion, a bad tuner. He replaced the HR20 and all is well.

Now she has the protection plan, I don't know if that mattered or not, but they insisted that they would not send out a new receiver, that a tech had to come out.
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#6 OFFLINE   davring

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Posted 02 December 2007 - 01:50 PM

My aunt had a bad tuner. I did all the troubleshooting possible, swapped BBCs and lines. When we talked to DirecTV, I explained that I swapped lines and BBCs, and that the only possible issue could be a bad tuner. We had 0 signal on all ODD transponders on Tuner 2. They told me that the tuners don't go bad it had to be something else. They insisted on sending out a TECH, who after 40 min or so, came to the only possible conclusion, a bad tuner. He replaced the HR20 and all is well.

Now she has the protection plan, I don't know if that mattered or not, but they insisted that they would not send out a new receiver, that a tech had to come out.


In the future, IF all else fails, tell the CSR the the box will not turn on. It is dead. Hopefully you will have checked it out before hand. They will send send a replacement, for shipping charges only.
HR20-700(2.0TB)>Sony XBR-55HX929
HR20-700>Sony KDL40V2500
OTA RS outdoor ant
Hardwire networked to Cysco Router 6.0 AT&T DSL
MRV enabled
R15-500>Samsung LNT2342H
DirecTV customer since 1997

#7 OFFLINE   mobouser

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Posted 02 December 2007 - 02:49 PM

What was the situation when you called? Did you call Direct TV, with issues?
What was said to them while working with the phone rep. What troubleshooting did they do with you before placing the call for service?
I know from personal experience that many people just don't want to bother doing the troubleshooting, and was wondering if that was the case here.
Seems kinda weird that they didn't isolate the problem to a bad tuner when doing the troubleshooting with the phone rep.
Pretty simple to diagnose that problem.





Hi all, CSR insisted on the service rep, this was the second time around on a defective HR20. I did not blame them to double check me making sure the unit was defective but I was surprised to be charged. Their are other charges also see the list:
1/30/2007
XXXXXXXX5282
Service Call - Charge
$70.00
$5.60
11/29/2007
XXXXXXXX0853
Leased Receiver - Disconnect Adj
($2.49)
($0.20)
11/29/2007
XXXXXXXX7993
Leased Receiver - Charge
$2.49
$0.20
11/16/2007
XXXXXXXX5282
DIRECTV DVR Service - Charge
$5.59
$0.22
11/16/2007
XXXXXXXX5282
DIRECTV DVR Service - Disconnect Adj
($5.59)
($0.22)
11/16/2007
XXXXXXXX5282
HD Access - Charge
$9.32
$0.00
11/16/2007
XXXXXXXX0853
Leased Receiver - Charge
$4.66
$0.38
11/16/2007
XXXXXXXX0853
Leased Receiver - Disconnect Adj
($4.66)
($0.38)
11/16/2007
XXXXXXXX1700
Leased Receiver - Disconnect Adj
($4.66)
($0.38)
11/16/2007
XXXXXXXX0853
Leased Receiver - Charge
$4.66
$0.38
11/15/2007
XXXXXXXX5282
HD Access - Disconnect Adj
($9.66)
$0.00
I cant understand all of that so I listed it all. I am pretty good at figuring the electronics out and I come to this site anytime I need info first. Thanks Paul D

#8 OFFLINE   kaysersoze

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Posted 02 December 2007 - 03:58 PM

I cant understand all of that so I listed it all. I am pretty good at figuring the electronics out and I come to this site anytime I need info first. Thanks Paul D


The reciever that was replaced was your primary rcvr, so when it was deactivated they had to reinstate the services on the new rcve. This is why you see credits and charges for the same amounts.
HR20-700
HR10-250
R10 (2)

#9 OFFLINE   mobouser

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Posted 03 December 2007 - 07:49 AM

Yes, you should be charged.


Nope got credit back but took out service contract anyway...




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