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Protection plan doesn't cover owned receivers?


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18 replies to this topic

#1 OFFLINE   miketunes

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Posted 13 September 2012 - 02:56 PM

I'm a bit annoyed, I thought I was told the protection plan covered all equipment I had hooked up. I have an old tivo HR-210 I had been given by my parents (they no longer use directv). The modem seems to not be working so I can't get the latest software update to get my local channels. I called directv and they say the receiver isn't covered as it's too old, though I can pay to upgrade to a newer receiver. Is this correct or did I just get a bad agent?

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#2 OFFLINE   damondlt

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Posted 13 September 2012 - 03:02 PM

Well, Half true,

You could get it replaced with the right agent, But there will be a commitment since your going from Owned to leased.
This happed twice to me. Once with a samsung sd receiver and a samsung Tivo. One got replaced with a D11 and a 12 month commitment, and an R15 repalced the other with a 24 month commitment.

But now I think they are all 24 month commitments

My guess, you'll get the HR21.

Send your receiver to Weaknees.com and get it fixed, or get a new lease from Directv or solidsignal.

 

 

 


#3 OFFLINE   Shades228

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Posted 13 September 2012 - 03:07 PM

If the receiver was already swapped out, on any account for any reason, at some point then it's no longer covered.
All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#4 OFFLINE   Shades228

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Posted 13 September 2012 - 03:08 PM

Well, Half true,

You could get it replaced with the right agent, But there will be a commitment since your going from Owned to leased.
This happed twice to me. Once with a samsung sd receiver and a samsung Tivo. One got replaced with a D11 and a 12 month commitment, and an R15 repalced the other with a 24 month commitment.

But now I think they are all 24 month commitments

My guess, you'll get the HR21.

Send your receiver to Weaknees.com and get it fixed, or get a new lease from Directv or solidsignal.


You received upgrades not replacements and there is not an agreement with a technical replacement.
All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#5 OFFLINE   damondlt

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Posted 13 September 2012 - 04:23 PM

You received upgrades not replacements and there is not an agreement with a technical replacement.

They weren't upgrades, they were defective receivers replaced.
Apon activation of a leased receiver from non leased brought on a commitment. Now if that wasn't the case then Directv pulled a fast one.
If I called up with my leased receiver defective then it would have been no issue.

 

 

 


#6 OFFLINE   Nick

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Posted 13 September 2012 - 05:53 PM

Hmmm... if I bought a new car with a 10-year warranty, would it cover my old beater of a 2nd car? :scratch:

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#7 OFFLINE   CCarncross

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Posted 13 September 2012 - 07:07 PM

Did you have it active on your account and it broke while you had the PP, or are you trying to get it to work and added the PP hoping it would be covered?

#8 OFFLINE   miketunes

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Posted 13 September 2012 - 07:48 PM

I had it on my account for about 3 weeks. It's not the main one in the house so I didn't really notice locals weren't working until the other day - and then read about needing to dial out with a modem to fix it. Agent told me only the originally installed receivers are covered under the protection plan, not anything I add. I just signed up for directv about 7 weeks ago, so I'm already committed to 2 years.

#9 OFFLINE   Jon J

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Posted 14 September 2012 - 04:38 AM

Agent told me only the originally installed receivers are covered under the protection plan, not anything I add.

That's not correct. I've added numerous owned receivers to my protection plan coverage over the years. The latest was an HR23 I purchased a little over a year ago from an ex DirecTV employee. It was activated just fine with no strings.

When MPEG-4 was being introduced customers owning DirecTV with TiVo receivers were offered an owned HR20 with no strings in an "exchange" program even though they didn't want the TiVo receivers returned. That's how I got my first HR20. That program has long, long since expired.
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#10 OFFLINE   wingrider01

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Posted 14 September 2012 - 04:56 AM

That's not correct. I've added numerous owned receivers to my protection plan coverage over the years. The latest was an HR23 I purchased a little over a year ago from an ex DirecTV employee. It was activated just fine with no strings.

When MPEG-4 was being introduced customers owning DirecTV with TiVo receivers were offered an owned HR20 with no strings in an "exchange" program even though they didn't want the TiVo receivers returned. That's how I got my first HR20. That program has long, long since expired.


I agree, just had a old HR20 replace under the PP a couple a months ago, it was replaced at no charged and flagged as owned without any hassle. Verified the status last week becuase I added a HR34 and decided to disconnect the owned unit - it was still flagged as owned, sitting in my closet at the moment

#11 OFFLINE   wingrider01

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Posted 14 September 2012 - 04:57 AM

I had it on my account for about 3 weeks. It's not the main one in the house so I didn't really notice locals weren't working until the other day - and then read about needing to dial out with a modem to fix it. Agent told me only the originally installed receivers are covered under the protection plan, not anything I add. I just signed up for directv about 7 weeks ago, so I'm already committed to 2 years.


call back ask for access card services and talk to them

#12 OFFLINE   joshjr

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Posted 14 September 2012 - 11:19 AM

The questions seems to stem from OLD receivers. I never heard of the model he was referring to. I know I see from time to time that people still get TiVo 10-250's swapped. As far as I know, all receivers are covered under the PP. I would probably state that if they were not covering specific models they should tell me that when one is activated and or also give me a time frame to swap it for free before it is not longer eligible to to be done for free.
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#13 OFFLINE   CCarncross

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Posted 14 September 2012 - 12:56 PM

So how this happened was you just got Directv about 7 weeks ago, presumably with the protection plan, then 3 weeks ago added a broken HR10-250 to the acct and want them to repair/replace it. And we really have no way of knowing if back in the day your parents were given a free upgrade to an HR2x model to replace the older Direct HD Tivo....this is truly a pretty thin one. You might in all fairness just call them and work out a deal on a newer model....the HR10 probably cant get your locals anyway, even with a software update, they can only get MPEG2 stations anyway. About the only thing an HR10 is good for OTA recordings....

#14 OFFLINE   joshjr

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Posted 14 September 2012 - 01:48 PM

So how this happened was you just got Directv about 7 weeks ago, presumably with the protection plan, then 3 weeks ago added a broken HR10-250 to the acct and want them to repair/replace it. And we really have no way of knowing if back in the day your parents were given a free upgrade to an HR2x model to replace the older Direct HD Tivo....this is truly a pretty thin one. You might in all fairness just call them and work out a deal on a newer model....the HR10 probably cant get your locals anyway, even with a software update, they can only get MPEG2 stations anyway. About the only thing an HR10 is good for OTA recordings....


While I sort of understand this I still think DirecTV has a responsibility to let him know at the time he is activating the receiver that it is not covered under the PP.
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#15 OFFLINE   RACJ2

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Posted 15 September 2012 - 08:12 AM

Hmmm... if I bought a new car with a 10-year warranty, would it cover my old beater of a 2nd car? :scratch:

No, normally I wouldn't. But if I bought the beater from the same dealership and they said, with this new car, if you purchase this extended warranty, it will cover "all vehicles purchased from our dealership". Then I would expect it to be covered.

The DIRECTV PROTECTION PLAN gives you the ultimate in professional technical services for all your DIRECTV® equipment. Coverage includes:

24-hour technical support
Defective equipment replacement

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HR34-700, HR22-100

#16 OFFLINE   miketunes

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Posted 15 September 2012 - 12:25 PM

Thanks for the input. I called got a much nicer rep. He said he would replace it if it hasn't already been replaced, but it appears it had already been replaced. Guess my parents had done that upgrade awhile ago and just had the old unit left. He did do more troubleshooting and it seems it had old dial up numbers, so it's now connecting and getting the 6.4 upgrade - so hopefully it'll be good to go.

#17 OFFLINE   Mike Bertelson

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Posted 15 September 2012 - 12:37 PM

I've had two owned receivers replaced under the Protection Plan over the last year-ish. The replacements are also owned.

Mike

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#18 OFFLINE   SomeRandomIdiot

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Posted 19 September 2012 - 12:27 AM

I've had two owned receivers replaced under the Protection Plan over the last year-ish. The replacements are also owned.

Mike


I *believe* all HR10-250s were owned as they were prior to the change in own to lease in 2007 that started with the H20s and HR20s.

I have had 2 HR10-250s replaced over the last 2 years under the Protection Plan. I was sent refurbished HR2x units (just like Mike) and the replacements were also noted as owned units. They did not ask for the HR10-250 back as they were too old and just told me to throw them away.

I added one back to an account that had been idle for a while, called and activated it - the Hard Drive died about 2 weeks later. Called and they replaced it under the Protection Plan - no questions asked.

Quite frankly, I was surprised anyone with a HR10-250 would not have used this to replace all their non-MPEG4 units over the past several years.

As to the comment about being too old to be replaced, about 2 weeks ago I was on with a D* CSR and made a comment about the HR10-250 and he stated they were still great units as a SD DVR and many people, including himself, would like to have another one.

#19 OFFLINE   wahooq

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Posted 19 September 2012 - 08:53 PM

The issue stems from the unit having been replaced before and a CSR that relayed the wrong information
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