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Guest Message by DevFuse

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Replacement Plan and impact of known issue


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9 replies to this topic

#1 OFFLINE   hehateme

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Posted 14 December 2012 - 10:34 AM

I have had HR21-700 DVR for 4-5 years.
In the past month the performance has been unbearable.
It restarts by itself. When I press list/guide button it can take up to 5 minutes.
Even changing channels can take 2-3 minutes. I have reset it multiple times but that is not helping.
When we play recorded content it freezes all the time.
I delete most of my recordings to free up space in the hard drive.
I ran all the hardware tests but they don't show any error.
My guess is that internal hard drive is dying.

I called direct TV and they had me disable auto scrolling. It did not help.
I was told that I am experiencing a know issue so they cannot replace the receiver.
I have been a customer for many year and I have protection plan. So this reponse does not make sense.
I talked to customer service and they offerred to give me $15 per month off for 1 year or give me a free HD Receiver but they will not replace HD DVR.
I will be coming to end of my contract in less than 6 months.

I have read in these forums that I should have told them that my DVR is dead. I would have saved a bunch of time and received my receiver.

I am posting this so others can learn my mistake.was told that I am experiencing a know issue so they cann

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#2 OFFLINE   Jon J

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Posted 14 December 2012 - 10:53 AM

Your conversation needs to be directly with the Protection Plan department not the first line CSR you get. Failed equipment gets replaced with equivalent equipment.

Try (888) 667-7463 which may put you in direct contact with the PP.
When news breaks...we fix it.

#3 OFFLINE   harsh

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Posted 14 December 2012 - 11:47 AM

You need to stick to your guns on the freezing issue. Slow response is a hallmark of the HR21 but if the picture freezes or stutters, it can't be so easily written off.

What is the internal temperature of your DVR?

Too often we enjoy the comfort of opinion without the discomfort of thought. -- JFK


#4 OFFLINE   CCarncross

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Posted 14 December 2012 - 11:49 AM

Just call them back and tell them it wont turn on anymore....when you have one that is definitely not working correctly, it should be a no-brainer ship out a replacement from D* customer service.

#5 OFFLINE   harsh

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Posted 14 December 2012 - 12:07 PM

Just call them back and tell them it wont turn on anymore....when you have one that is definitely not working correctly, it should be a no-brainer ship out a replacement from D* customer service.

You would think so but recent threads suggest otherwise.

Too often we enjoy the comfort of opinion without the discomfort of thought. -- JFK


#6 OFFLINE   hehateme

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Posted 14 December 2012 - 12:24 PM

I did talk to Protection Plan first and they were not helpful at all.
Freezing and rebooting on its own along with slow speed was not good enough for a replacement. I will wait a few more days before calling again and use a different approach.
They did transfer me to customer service and they were to one who offered $15 per month for next 12 months. I did not accept because I may not continue to use them if this issue is not resolved soon.

#7 OFFLINE   litzdog911

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Posted 14 December 2012 - 12:50 PM

Yep, just tell them it's dead.

Of course, there's no guarantee about what model replacement you'll get.
HD DVRs: HR34-700; HR24-500; (2) HR20-700 + WD eSATA 1TB drive/Antec MX1 case; HR21-700; HR21-200 w/AM21
Receivers: H25-500 HD Receiver; H21-100 HD Receiver
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#8 OFFLINE   JeffBowser

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Posted 14 December 2012 - 02:33 PM

This is just sad. The grab bag attitude about replacements is one thing. This is in an entirely different orbit of insanity, forcing someone to keep a bad DVR because it's not totally dead.

It would not be ethical of me to suggest that smoke and fire situations result in immediate replacement and short phone calls, so I will not say any such thing to you.

Edited by JeffBowser, 14 December 2012 - 02:45 PM.

------------------------------------------------------------------------
A fool finds no pleasure in understanding but delights in airing his own opinions.

#9 OFFLINE   hjones4841

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Posted 14 December 2012 - 02:43 PM

I went thru quite an ordeal over the past several days with Customer "Disservice." Go straight to Customer Retention. They MAY help you, but still expect some misinformation. Took two long phone calls with retention for me.

#10 OFFLINE   smitbret

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Posted 14 December 2012 - 03:31 PM

I have had HR21-700 DVR for 4-5 years.
In the past month the performance has been unbearable.
It restarts by itself. When I press list/guide button it can take up to 5 minutes.
Even changing channels can take 2-3 minutes. I have reset it multiple times but that is not helping.
When we play recorded content it freezes all the time.
I delete most of my recordings to free up space in the hard drive.
I ran all the hardware tests but they don't show any error.
My guess is that internal hard drive is dying.

I called direct TV and they had me disable auto scrolling. It did not help.
I was told that I am experiencing a know issue so they cannot replace the receiver.
I have been a customer for many year and I have protection plan. So this reponse does not make sense.
I talked to customer service and they offerred to give me $15 per month off for 1 year or give me a free HD Receiver but they will not replace HD DVR.
I will be coming to end of my contract in less than 6 months.

I have read in these forums that I should have told them that my DVR is dead. I would have saved a bunch of time and received my receiver.

I am posting this so others can learn my mistake.was told that I am experiencing a know issue so they cann


On a clear weather day, callback and focus ONLY on the Freeze Frame that's happening. Be very specific that you are only concerned about the Freezing up on the DVR'd recordings. Be specific that it doesn't happen on live TV and don't even mention System Slowness; it'll sidetrack an inexperienced CSR.

Your conversation should go something like this:

Cust: My DVR is freezing up when I play stuff back
CSR: Is it happening on Live TV?
Cust: No and it's just on this one HDDVR.

Runs the system test, checks weather. Just go along with it and do what they ask.

CSR: Is it happening on just one recording or several? Is it from just one channel or several
Cust: Many recordings from lots of different channels.

Tests Signal and has you check some test channels Just go along with it and do what they ask

CSR: Well sir, it looks like you need a replacement receiver.........

That's how it should go down. If it doesn't go down like this, ask for a supervisor. You will get a replacement




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