Another thread proving why this forum is ROCKETING towards obscurity.
Defend, defend, defend. It was just a mistake or the OP's fault is the common answer.
The CSR's lie and everyone here knows it. They have goals to hit and that is one way they can do it. Anyone who does not think this is true is just blind.
No, I don't know it. As the husband of a former CSR I have to disagree. Yes there are quite a few who are ignorant, mostly those who treat it as a 9-5 job and just don't want to provide excellent service but just want to get by. I do not think there is any outright lying going on. As for the goals the only goal that could have possibly been a part of this mistake was the goal relating to call time. Period. Unless the rep tried to upsell something and didn't mange that but a SD DVR is hardly an upsell in this case.
The only person who can resolve this is the OP. It sounds as if the second CSR read back the notes from the initial call and confirmed what the original CAR entered, wrong or right. This again is another fault of DirecTV and how they handle their hardware (see you thought I was an apologist). I as a customer should be able to go online and select specific hardware for my specific needs even if it costs a premium. I should also be able to see my work orders along with any hardware recommended for that truck roll or be emailed this information within 1 hour of scheduling. That way I can verify work orders like this are right BEFORE it costs me and D* time and them a good deal of money.
In all likelyhood the problem here was that the CSR didnt correctly understand the OP's request, or they miss keyed something. There is no benefit to the original CSR to send the wrong hardware. When dealing with D* in the past one invaluable thing I have found is once a call is completed you can do a couple things. One, if the CSR did a good job ask to talk to their supervisor so that you can leave positive feedback about the service you received and while you have the supervisor on the phone ask them to review the call notes with you to 'make sure you were justified in your praise'. The alternative is after you get off the phone, invest another small block of your time and call back, in 99.9999% of all cases you will get a different CSR and ask them to read the notes back to you.
2.5 pages of blame (the OP is wrong or expects to much) and excuses that the CSR's are "just people and make mistakes". And then wonder why the OP does not come back?
Amazing. Simply amazing.
The OP is definitely not at fault. And hopefully some of the feedback here will provide them with some valuable tools. I know I myself have had to run things up the tree before and even had to go the Ellen Filipiack route one time. When I'd reached the end of my rope I reached out and D* helped. They will help to make it right, if you let them.