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Guest Message by DevFuse

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Multiple HR34's on one account?


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27 replies to this topic

#26 OFFLINE   TBlazer07

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Posted 23 August 2012 - 06:35 AM

You immediately assume a customer is willfully doing something wrong. D*'s history in communicating isn't exactly stellar. There are still vendors who "sell" HR34s and their is zero notice about the rule.

D* allowing distributors to "sell" an unsuspecting customer an HR34 for $399 only to then not allow it to be activated, force the customer to return it or get hit with a fee seems like a great way to get the type of notice you wouldn't want from a state attorney general.


Basically the point I was trying to make but if they say "we can't activate it, return it to dealer for a refund" that is fine but once they activate it the customer is stuck. It is THEIR responsibility to NOT activate it because it is against the rule. Once they do, they should not be allowed to DEactivate it and screw the customer.

For the record, receivers sold by Solid Signal are leased and we do our best to communicate that ahead of time. To protect your privacy, our online ordering system does not ask for your DIRECTV account number, so we can't tell whether or not you already have an HR34 on your account.

I know there are those who have a second HR34 on the account but we tell our customers that only one HR34 can be active on the account. Unfortunately DIRECTV places restrictions on our ability to accept returns on receivers once you have gone through the activation process. It's not up to us.

We are happy to help any way we can.


Exactly, and since DIRECTV MUST be the one to activate it (thereby "accepting" it) I cannot see how they could suddenly DEactivate it and screw the customer for $400 by removing it.

It's a training issue, (and their training is the epitome of "trickle down," I experienced it on the training side for almost 3 years). If the CSR errors and activates it, it should remain activated. It should be THEIR responsibility to NOT activate it and tell the customer to return it for a refund to the dealer.

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#27 OFFLINE   Shades228

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Posted 23 August 2012 - 09:08 AM

Shades228, can you please explain why they don't allow for two or more HR34's?

Thanks


I could give you a ton of speculation but I'm sure it basically comes down to cost to support and the fact that if you allow 2 then you have to ensure that all of the functions also support having 2 on the account. Given that you can still use HR series with the HMC there's still tons of flexibility, more so actually, than having 2 of these.

Now that is just my guess but I'm probably close to the reasons. Ultimately though it's because it's their rules and this is what they've chosen for this model. For people who want multiple there will never be a good reason and they'll never be happy with it, unless it changes at some point, but there's really nothing to be done about it either at this point.

#28 OFFLINE   Beerstalker

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Posted 23 August 2012 - 11:16 AM

I think it may also have something to do with the RVU server/client side of things. As far as I know nobody has figured out how to register a client with more than one server yet. So that means if you have two HR34s on your account and some RVU clients (Samsung Smart TVs) they RVU client can only see one RVU server at a time. In order to switch between servers I believe you have to delete the client from one server and then add it to the other server. You have to keep doing that if you want to go back and forth. Not exactly a simple setup that DirecTV would want to have to support.
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