I just wanted to add to this discussion after ordering new service at my home, complete with the new Genie receiver and two additional clients. The reason for me posting is because after subscribing to DirecTV in various capacities for nearly two decades, I have NEVER experienced more issues than with this new setup. The main "Genie" receiver isn't all that bad, but the clients are complete junk. We pretty much had to reboot the clients on a daily basis due to system lock-ups, hang-ups, slow response times, etc. They would constantly lose communication with the Genie, and the list goes on and on. DirecTV sent a tech out several times to check the system, and each time I was just told to "hang in there" because the system was still in its infancy, and that they couldn't find anything wrong, other than software/firmware glitches.......I don't know about you guys, but unless DirecTV starts giving me free tv, I don't think I want to be a guinea pig for their new and untested system.
Now here's the best part.
After having enough with this junk system, I called customer service and told them what was going on. They looked at my account history and saw where I called tech support on a nearly weekly basis, and also that a tech was sent out several times for the same issues. I called because I had enough, and I decided that I wanted to go back to a regular HD DVR receiver in each room just like I have always had...........and then they dropped the bomb. The customer service agent proceeds to tell me that I am past the 30 day trial period and that I will have to come out of pocket just over $800 to replace the Genie and the two clients with new HD DVR's..........EXCUSE ME??? You mean to tell me that I have to pay more money to get rid of DirecTV's non working hardware??? Yeah, I don't think so.
So I ask for a supervisor, and after being put on hold for about 20 minutes I finally get the nicest woman I have ever probably spoken with on the phone. I explain the situation to her, and explain what the previous agent told me, and she very calmly tells me, "I will do whatever it takes to make you happy." You guys have no clue what a relief it was to hear those words. So since it were the clients I was having all the issues with, and since I really wanted to keep the 5 tuners of the Genie, I asked for two HD DVR's to replace the two clients, and that's exactly what she gave me. The best part was, there was absolutely no charge. Now THIS is customer service.
In the end, I am now VERY happy with my Genie + 2 HD DVR solution (9 tuners all together), and if I had to do it all over again, I wouldn't take a Genie/client solution if they paid me to.
Edited by JDookie, 24 February 2013 - 10:22 PM.