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Way to go DirecTV


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142 replies to this topic

#76 OFFLINE   JeffBowser

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Posted 10 December 2012 - 07:52 AM

Jeepers, you're a tough one.

I was, and remain, irritated I am forced to replace a faulty DVR with a much older assembly. Perhaps it's been refurbished perhaps not, I have no way of knowing. As I said before, I was simply surprised to see one come in stamped 2 years older than one I already considered old.

Secondly, I am perfectly capable of simultaneously being irritated at the situation while also recognizing that if it is indeed refurbished, and/or I get a long life out of it, it doesn't really matter.

Yes, my first post was incendiary, I regret starting the thread. If one starts a fire, though, throwing gas on it afterwards isn't always the best idea.

Others here in the past have had an excellent suggestion for DirecTV - allowing existing subs to buy/rent/specify a new replacement on some sort of perhaps limited basis. Personally, if I had any faith that a fast DVR existed, I'd just go visit Solid Signal, but I'm still waiting for one to definitively and unequivocally rise up.

Tom, thanks for your patience and level responses.

The very first post was incendiary.



Now you say:



...which is it? Will you be happy if it works for three or more years? Or will you be unhappy if the same model works while being the same model and older that the previous unit? Will you still call them morons or might that change as well?


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#77 OFFLINE   damondlt

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Posted 10 December 2012 - 08:06 AM

No matter what, replacing a dead unit is a pain. There are all the recordings lost and the recording to reset. Major unfortunate.

So if the replacing unit has a short life left, that means another replacement too soon.

When DIRECTV makes it easy to copy at least the settings from one unit to another (a presumption that they will do that someday), that will at least simplify that part of the problem. Until then, I understand some of JeffBowswers concern.

That said my original HR20-700 is still running strong. No problems.

Peace,
Tom

Yes, Thank you! Its a pain , it takes time out of your day , most people have to work the Hours Directv can stop by, and if the receiver is mailed, then you find out the hard way that you once had the HR22,or 23 and now your stuck with a HR21 that has a smaller hard drive. I've seen this happend to quite a few of my friends, including myself.

I fully understand the OP's frustration.

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#78 OFFLINE   unixguru

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Posted 10 December 2012 - 08:15 AM

If it weren't fair, they wouldn't keep adding subscribers and having the lowest churn. Granted, there's other things involved in the equation, but contrary to what you and others would like to think, it is a smart business move. They continue to make money on the same boxes over and over and customer numbers continue to grow. That's business 101.


Monopolies are a wonderful thing. If you're the business. Sure, they aren't a monopoly in the strict sense but they and the very few other options are effectively a monopoly.

Being the least objectionable out of a weak pool doesn't have anything to do with being fair.

Once a real alternative appears these businesses pay the price for their past behavior. One example: Microsoft. Once the cash cow and all the business-types saying the same thing you just said. Now they can't even generate more revenue than the iPhone.

Business 101 isn't good enough. Nobody graduates with just that. Go all the way through business 499. The goal is to make money now and long into the future. Failure to follow that common sense is the root of the problems this country now faces.

#79 OFFLINE   Richierich

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Posted 10 December 2012 - 08:18 AM

Within a week? :lol: People already complain about a 48 hour turn around. Can you imagine the flack they'd get if DirecTV told people "repairs are up to you" and then on top of that the customer finds out it could take a week? They'd lose customers so fast it wouldn't be funny.


How long does it take to call Directv, Report the Problem and wait for a Replacement and then you have to send your old DVR back and box it up, still having an old Refurb unit.

This is just an Option for those who don't want to get an old Refurb Replacement DVR. I can have my Bad Power Supply fixed in under a week for less than $100 and Not Lose My Recordings.

That is worth the wait my friend, well worth the wait.
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#80 OFFLINE   damondlt

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Posted 10 December 2012 - 08:19 AM

Jeepers, you're a tough one.



.

When ever you Question anything about Directv your in for a fight with this guy!:lol:

While there are a few also that think its OK to get worst equipment then when they started their directv service, its Obvious they never got an HR22 replaced with HR21.

Lets just say that tech (while not my Problem) was pissed when I refused it and called Directv .
So if the tech got backcharged and has to return to bring PROPER equipment, again thats the end result of bad business practices and they can take that up with Directv.
Cause I didn't get paid for the 2 Days of BS waiting around for the Tech to bring me unacceptable equipment that could have been avoided.

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#81 OFFLINE   damondlt

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Posted 10 December 2012 - 08:22 AM

I have a HR22 refurbished for 4 years and still works like it's new


When the HR22 was New, it Never worked like new.:hurah:

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Dream 60 Mbps down 3 Mbps up.

 


#82 OFFLINE   Richierich

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Posted 10 December 2012 - 08:26 AM

When the HR22 was New, it Never worked like new.:hurah:


Now that is Funny (but sadly True)!!! :lol:
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#83 ONLINE   RunnerFL

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Posted 10 December 2012 - 09:27 AM

How long does it take to call Directv, Report the Problem and wait for a Replacement and then you have to send your old DVR back and box it up, still having an old Refurb unit.


It takes 48 hours from the time you called to receive a replacement unless you call on a weekend. That's far less time than taking it to a place to be repaired where they may get to it within a week. The time it takes to box up the old unit and send it back isn't counted towards how long you're without TV, but the time it sits in the repair shop is. Oh, and if you take it to be repaired it's still "an old Refurb unit". Repairing IS refurbishing.

This is just an Option for those who don't want to get an old Refurb Replacement DVR. I can have my Bad Power Supply fixed in under a week for less than $100 and Not Lose My Recordings.


If you're worried about your recordings and willing to go a week or so without TV (if it is your only unit) then no problem. Most people aren't like that though. And, again, if you have it repaired it becomes "refurbished".

That is worth the wait my friend, well worth the wait.


Not to me or, I'm sure, most of DirecTV's customers.
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#84 OFFLINE   Mike Bertelson

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Posted 10 December 2012 - 11:12 AM

There's a lot of complaining about getting refurb receivers. Is there a service provider that will guarantee a NEW replacement or do they also provide used equipment?

I ask because it seems as if this practice surprises everyone; as if it’s somehow different from everyone else. Honestly, I don’t know if it’s changed but every cable service I’ve ever had did it this way. I remember getting some pretty dinged up replacement boxes so if another service provider is replacing a bad box with a new one as standard practice I’d like to hear about it.

Mike

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#85 OFFLINE   TMan

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Posted 10 December 2012 - 11:29 AM

It does seem to be the standard procedure. It wouldn't kill them, however, to have an option (or even a "hidden" option, where someone has to know about it ahead of time and specifically ask) to receive a new box, and/or specific model of box, for an extra fee.
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#86 OFFLINE   MysteryMan

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Posted 10 December 2012 - 11:43 AM

Very few new receivers fail when they are first turned on. They fail after they have been used. Cost dictates a used receiver that failed be replaced with a refurbished receiver. If DirecTV or any other service provider were to fulfill peoples wishes of getting new receivers as replacements the cost would be astronomical and passed on to the customers.

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#87 OFFLINE   markrubi

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Posted 10 December 2012 - 12:01 PM

If you want a specific model, go get one. Don't blame them for replacing a faulty DVR with a working one. What do you expect to do with all of those receivers? Throw all but the 24's and above in the dumpster while eating the cost?


THey are replacing HR24's etc with STB's they (D*) don't want back themselves. I was sent an HR21 called and asked to have it sent back. 2nd one arrived and same STB HR21 arrives. I have called 3x to get a returning shipment label but none have arrived. I read where others were told to keep their HR21. So I have 1 HR20, 1 H21, and an HR21. All in the man closet collecting dust.


#88 OFFLINE   dpeters11

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Posted 10 December 2012 - 12:14 PM

It does seem to be the standard procedure. It wouldn't kill them, however, to have an option (or even a "hidden" option, where someone has to know about it ahead of time and specifically ask) to receive a new box, and/or specific model of box, for an extra fee.


Just use the code word Shibboleet....sorry, obscure xkcd reference :)

#89 OFFLINE   MysteryMan

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Posted 10 December 2012 - 12:14 PM

THey are replacing HR24's etc with STB's they (D*) don't want back themselves. I was sent an HR21 called and asked to have it sent back. 2nd one arrived and same STB HR21 arrives. I have called 3x to get a returning shipment label but none have arrived. I read where others were told to keep their HR21. So I have 1 HR20, 1 H21, and an HR21. All in the man closet collecting dust.


Well, you could ask the Smithsonian if they want them. :sure:

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#90 OFFLINE   Richierich

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Posted 10 December 2012 - 12:15 PM

It does seem to be the standard procedure. It wouldn't kill them, however, to have an option (or even a "hidden" option, where someone has to know about it ahead of time and specifically ask) to receive a new box, and/or specific model of box, for an extra fee.


I've been pushing for this approach for years as it would give an Option to those not happy with the current system to pay a little more to get what they want.

Directv would make more money and the Directv Customer would be happier also, so it is a Win-Win Situation. :D
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#91 OFFLINE   TMan

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Posted 10 December 2012 - 12:56 PM

Exactly. And if it was not officially promoted, but only whispered by word of mouth in circles like Dbstalk, the whole thing would be self-screening because the reps wouldn't have to suggest a course of action that would annoy most of their customers. The only people that would ask for it are those already willing to pay extra.
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#92 OFFLINE   HarleyD

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Posted 10 December 2012 - 01:02 PM

Having worked for both manufacturers and distributors of warranty parts I can say that my experience is that warranties, both original and extended, are backed with the promise of "new or like new" equipment. That means a lot of reconditioned parts and products are sent out and as long as they work "like new" the terms of the warranty have been satisfied. A unit that fails is replaced with one that works and does the same thing as the failed unit. It is almost never new, especially under extened warranties or protection plans.

DirecTV is by no means the only one to do this. It's actually an industry standard. You had a DVR, you get a DVR. If and when it dies too, you get another DVR.

You are assured of having a working DVR. No more. No less.
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#93 ONLINE   harsh

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Posted 10 December 2012 - 01:21 PM

Can I offer you a "leased" crying towel? It may not be new but still functions as it was designed to do. :sure:

It functions as well as the current software release allows. There is a decided difference.

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#94 ONLINE   RunnerFL

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Posted 10 December 2012 - 01:36 PM

There's a lot of complaining about getting refurb receivers. Is there a service provider that will guarantee a NEW replacement or do they also provide used equipment?

I ask because it seems as if this practice surprises everyone; as if it’s somehow different from everyone else. Honestly, I don’t know if it’s changed but every cable service I’ve ever had did it this way. I remember getting some pretty dinged up replacement boxes so if another service provider is replacing a bad box with a new one as standard practice I’d like to hear about it.

Mike


I've never had service with anyone where I'm using their equipment and I receive new items as replacements.
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#95 OFFLINE   unixguru

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Posted 10 December 2012 - 03:28 PM

Having worked for both manufacturers and distributors of warranty parts I can say that my experience is that warranties, both original and extended, are backed with the promise of "new or like new" equipment. That means a lot of reconditioned parts and products are sent out and as long as they work "like new" the terms of the warranty have been satisfied. A unit that fails is replaced with one that works and does the same thing as the failed unit. It is almost never new, especially under extened warranties or protection plans.

DirecTV is by no means the only one to do this. It's actually an industry standard. You had a DVR, you get a DVR. If and when it dies too, you get another DVR.

You are assured of having a working DVR. No more. No less.


"new or like new" equipment with equal or better features/performance. Recording capacity is a feature.

Imagine buying a brand new 2013 vehicle with a no-lemon warranty and finding out your replacement is a used 2010 model. According to DTV this is ok. :nono2:

DTV policy is plain scum. Replacements should be of equal or better features/performance. If I have an HR24 that dies I shouldn't have to accept anything less than an HR24 replacement. If they don't have any refurbished ones then too bad - replacement will be new. That's the fair and honest policy people expect.

#96 OFFLINE   Richierich

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Posted 10 December 2012 - 03:50 PM

DirecTV is by no means the only one to do this. You had a DVR, you get a DVR. If and when it dies too, you get another DVR.

You are assured of having a working DVR. No more. No less.


Well, if you have an HR24 you will be sent a Replacement HR24 so that is an Exception as I am sure it also applies to the HR34.

That is why I buy Owned HR24s and I have the Protection Plan so that Guarantees me a Replacement HR24 and nothing else is acceptable.
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#97 OFFLINE   hdtvfan0001

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Posted 10 December 2012 - 03:54 PM

Well, if you have an HR24 you will be sent a Replacement HR24 so that is an Exception as I am sure it also applies to the HR34.

That is why I buy Owned HR24s and I have the Protection Plan so that Guarantees me a Replacement HR24 and nothing else is acceptable.

Richie is right - its one of the differences between the mainstream leased devices that most people have and the limited number of users with owned equipment.

In the case of leased - you get what replacement they send you.

In the case of owned - you get the same or newer device (assuming you have the Protection Plan).

At this time, most people have leased HD DVRs.
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#98 OFFLINE   Mike Bertelson

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Posted 10 December 2012 - 05:14 PM

"new or like new" equipment with equal or better features/performance. Recording capacity is a feature.

Imagine buying a brand new 2013 vehicle with a no-lemon warranty and finding out your replacement is a used 2010 model. According to DTV this is ok. :nono2:

DTV policy is plain scum. Replacements should be of equal or better features/performance. If I have an HR24 that dies I shouldn't have to accept anything less than an HR24 replacement. If they don't have any refurbished ones then too bad - replacement will be new. That's the fair and honest policy people expect.

Seriously? Unless something has changed this is the exact same policy as every other service provider.

I could understand the vitriol if this is somehow unique to DIRECTV and so far afield from the rest of the industry as to violate our trust as subscribers. It is a fact that this is a common industry practice and has had for decades. Call me flag waving fanboy blindly sticking up for DIRECTV but you can’t dispute my comments.

Mike

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Since it costs 1.66¢ to produce a penny, my 2¢ worth is really 3.32¢ worth.  That 3.32¢ is my own and not the 3.32¢ of DIRECTV, Dish, or anyone else for that matter.


#99 OFFLINE   Dazed & Confused

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Posted 10 December 2012 - 05:39 PM

I would if their cost/life cycle had been exhausted. Even for something as intangible as customer satisfaction, I do not see where it serves DirecTv to piss off customers by sending out old slow boxes with new hard drives, as a replacement, when those boxes have probably been paid for three times over by now.

If they just HAVE to reuse them well past their life cycle, they should send them out to new customers for their "FREE" installs. If the new customers want new equipment, then let them pay the same up front fee the rest of pay.
Anything wrong with that business model? My employer remanufactures coffee equipment for resale. I know for a fact we wont even bother with older appliances, because no one wants old stuff, even if its in brand new condition. I cant see DirecTv's customers being any different.


In everyone's rush (at least thru page 2) to defend DirecTV, they seemed to have missed the most logical response to the problem. If all the equipment is functionally equivalent, they shouldn't have to worry about upsetting new customers, right. Everything should be good. Both new and established customers would be happy. :D
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#100 OFFLINE   Mike Bertelson

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Posted 10 December 2012 - 06:05 PM

In everyone's rush (at least thru page 2) to defend DirecTV, they seemed to have missed the most logical response to the problem. If all the equipment is functionally equivalent, they shouldn't have to worry about upsetting new customers, right. Everything should be good. Both new and established customers would be happy. :D

They may be functionally equivalent but certainly not speed equivalent. It's a fact but not a consideration in replacement...with the possible exception of the HR24.

Mike

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Since it costs 1.66¢ to produce a penny, my 2¢ worth is really 3.32¢ worth.  That 3.32¢ is my own and not the 3.32¢ of DIRECTV, Dish, or anyone else for that matter.





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