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Guest Message by DevFuse

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got call from case mgmt..normal?


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12 replies to this topic

#1 OFFLINE   newsposter

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Posted 06 November 2010 - 09:13 AM

I called because my hr20 had a dead drive and they will send out a replacement next week. a few minutes after i hung up case mgmt left a msg on my machine to call them when i got my receiver.

is this great customer service or is there some other reason they want me to call. the regular CSR told me to just call the main number to activate so it's not related to that
57 inch Hitachi 57F710S
Tivo Premiere
Panasonic E80 Dvd recorder
HR10-250 63 hrs w/DB8 antenna (parts :))
1/2 full Sony T60 (historical value)

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#2 OFFLINE   Scott Kocourek

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Posted 06 November 2010 - 09:18 AM

I have dealt with the Case Management folks in the past, they are about the best people you can talk to about a specific problem. These people know their stuff and you can have an ongoing conversation with the same person over a period of time, this way they can help track a problem or series of problems. If you have a questions or concerns about something working or not these are the ones to talk to.

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#3 OFFLINE   newsposter

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Posted 06 November 2010 - 09:22 AM

cool so maybe they can recover all my SL and list data ;)
57 inch Hitachi 57F710S
Tivo Premiere
Panasonic E80 Dvd recorder
HR10-250 63 hrs w/DB8 antenna (parts :))
1/2 full Sony T60 (historical value)

#4 OFFLINE   Scott Kocourek

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Posted 06 November 2010 - 09:23 AM

cool so maybe they can recover all my SL and list data ;)


I'm thinking not. Sorry.

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#5 OFFLINE   Brit_in_WV

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Posted 06 November 2010 - 02:34 PM

I dealt with case mngmnt a couple of weeks ago to get a reciever replaced and the service I got from them was great.
"Je ne suis pas assez jeune pour tout savoir"

#6 OFFLINE   morgantown

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Posted 07 November 2010 - 06:31 PM

Last time I dealt with them was great as well. The person mentioned if you have more than one issue in one year (i.e., dead receiver and then a really, really bad storm that requires dish realignment) case management is automatically involved.
DTV & NFLST since 97 at least, not looked back yet...

#7 OFFLINE   newsposter

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Posted 07 November 2010 - 07:53 PM

Professional Installation Unscheduled - Call 1-888-355-7530 to schedule

ERP_HDDVR_1 Group


i assume this is erroneous and they really will fedex?
57 inch Hitachi 57F710S
Tivo Premiere
Panasonic E80 Dvd recorder
HR10-250 63 hrs w/DB8 antenna (parts :))
1/2 full Sony T60 (historical value)

#8 OFFLINE   dlt4

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Posted 08 November 2010 - 12:03 PM

I'm dealing with case management at the moment myself. I received a replacement R15 last week for my dead TiVo unit and it appears the R15 came with the wrong power cord. It doesn't fit tightly into the back of the receiver, so a tech is coming out today. My conversation on Saturday with the case management tech was very pleasant though.

DirecTV customer since 2003
HR44-700 --> Sony KDL-46XBR4
HR24-500 --> Sony KDL-32EX500


#9 OFFLINE   newsposter

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Posted 08 November 2010 - 05:02 PM

well that stinks..at least i should have the right cords if i get the hr20 again..says shipped online so depending where it's from, should have it soon
57 inch Hitachi 57F710S
Tivo Premiere
Panasonic E80 Dvd recorder
HR10-250 63 hrs w/DB8 antenna (parts :))
1/2 full Sony T60 (historical value)

#10 OFFLINE   codespy

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Posted 08 November 2010 - 08:14 PM

Professional Installation Unscheduled - Call 1-888-355-7530 to schedule

ERP_HDDVR_1 Group


i assume this is erroneous and they really will fedex?


This looks right....Shipping FED EX. The HR20's usually come from the PA distribution center (at least for me they did).

The ERP.....this is the return shipping label for the old receiver to send back to Memphis most likely.

11 DirecTV HD-DVR's including a Genie and GenieGO


#11 OFFLINE   Newshawk

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Posted 09 November 2010 - 12:06 AM

I called because my hr20 had a dead drive and they will send out a replacement next week. a few minutes after i hung up case mgmt left a msg on my machine to call them when i got my receiver.

is this great customer service or is there some other reason they want me to call. the regular CSR told me to just call the main number to activate so it's not related to that


Most likely your account should have been escalated to Case Management instead of the tech ordering you a replacement HD DVR. The account was escalated anyway and the Case Manager called you to make initial contact.

DIRECTV employee April 2004-November 2012.
The above comments are my own because I don't know if anyone would care about my opinions anymore.


#12 OFFLINE   dlt4

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Posted 09 November 2010 - 07:28 AM

I'm dealing with case management at the moment myself. I received a replacement R15 last week for my dead TiVo unit and it appears the R15 came with the wrong power cord. It doesn't fit tightly into the back of the receiver, so a tech is coming out today. My conversation on Saturday with the case management tech was very pleasant though.


Indeed the problem was an incorrect power cord. So much for that "inspected by xx" sticker that was on the receiver. :rolleyes:

But the tech was nice enough to also check signal strengths and connections on the dish, and a couple of them were a little loose. I also received an automated follow-up call later in the afternoon from D*.

The case manager also said he would be calling a couple of days after the tech was here to be sure everything was OK.

DirecTV customer since 2003
HR44-700 --> Sony KDL-46XBR4
HR24-500 --> Sony KDL-32EX500


#13 OFFLINE   newsposter

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Posted 10 November 2010 - 08:36 PM

This looks right....Shipping FED EX. The HR20's usually come from the PA distribution center (at least for me they did).

The ERP.....this is the return shipping label for the old receiver to send back to Memphis most likely.


the sticker didnt make it , he has to send out a complete new recovery kit.

my guess is that, plus my 2nd replacement, will be here tomorrow
57 inch Hitachi 57F710S
Tivo Premiere
Panasonic E80 Dvd recorder
HR10-250 63 hrs w/DB8 antenna (parts :))
1/2 full Sony T60 (historical value)




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