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Guest Message by DevFuse

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Getting DirecTV to send a replacement DVR w/o a truck roll??


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13 replies to this topic

#1 OFFLINE   tkrandall

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Posted 08 July 2013 - 11:42 AM

My brother has DirecTV at a lake house. One of the DVRs, and HR21-100, is clearly going bad.   Video stops/stutters, sometime freezes, unit has to be re-booted, etc.  We even got a hard drive error message, code 14-023, yesterday saying try a re-boot. Other receivers in the house do just fine.

 

He says he has called several times and they stall with all the trouble shooting steps and then say they will not ship a replacement unit w/o a truck roll.  Problem is, he is only there occasionally.  Is there any way to get them to send a replacement unit/recovery kit without a truck roll?  Do they even want HR21-100s back?

 

 

If not, perhaps try a dealer/installer in the local area (Clemson SC area). 

 

Also, all of this should be no-renewal commitment - unit is clearly faulty.

 

Thx!


Edited by tkrandall, 08 July 2013 - 11:42 AM.


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#2 OFFLINE   jimmie57

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Posted 08 July 2013 - 11:49 AM

14 | On Screen Text: “Internal Storage Error Detected. A problem was detected reading your internal storage device. Please call Customer Service at 1-800-DIRECTV and report the diagnostic code displayed below. Diagnostic Code: 14” | What to do: Select "Reboot" to reset Receiver.

If still a problem: Do NOT try to reformat from the front panel. Replace Receiver.

 

Call them for a replacement. I just got one a couple of months ago.


DirecTV customer since 1996 - Current :Slimline 3 SWM,   HR24-100 HDMI to 32" Sharp LED,
HR24-100 Component cables to 46" Samsung LCD & Optical Cable to Yamaha AVR, H21-200 HDMI to Yamaha AVR & HDMI to 52" Mitsubishi LCD


#3 OFFLINE   tkrandall

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Posted 08 July 2013 - 11:54 AM

Did they ship it to you, or do a truck roll?



#4 OFFLINE   jimmie57

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Posted 08 July 2013 - 12:33 PM

They shipped it to me. I paid the $20 shipping. It came Fed-X second day delivery. I called in on Wednesday and had it installed by Friday evening.


DirecTV customer since 1996 - Current :Slimline 3 SWM,   HR24-100 HDMI to 32" Sharp LED,
HR24-100 Component cables to 46" Samsung LCD & Optical Cable to Yamaha AVR, H21-200 HDMI to Yamaha AVR & HDMI to 52" Mitsubishi LCD


#5 OFFLINE   tkrandall

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Posted 08 July 2013 - 12:57 PM

OK, Thx - I will have him re-try.  Maybe asked for th activation dept?



#6 OFFLINE   trh

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Posted 08 July 2013 - 01:08 PM

Getting a truck roll will probably increase your chances of getting a "better" DVR like an HR24.

#7 OFFLINE   georgewells

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Posted 09 July 2013 - 10:18 AM

What is a Truck Roll ??

 

Thanks



#8 OFFLINE   Go Beavs

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Posted 09 July 2013 - 10:26 AM

What is a Truck Roll ??

 

Thanks

 

A service tech will come to the premises to troubleshoot and/or replace the defective part.


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#9 OFFLINE   Beerstalker

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Posted 09 July 2013 - 02:59 PM

Is this the case where he has a DirecTV account at home and has taken one of his DVRs to the lake house and leaves it there?  If that is the case I'm wondering if DirecTV has noticed that it hasn't called in from it's service address in a long time so they suspect it is being used in a different location so they want to do a truck roll to make sure all of the receivers for the account are at the service location like they are supposed to be.

 

If this is the case he should just bring the DVR home with him and hook it up there, then call and have the service call done at his home.  Then after it is replaced the next time he goes back to the lake house he can take the new reciever with him.


Edited by Beerstalker, 09 July 2013 - 03:00 PM.

Sometimes when I reflect back on all the beer I drink I feel ashamed. Then I look into the glass and think about the workers in the brewery and all of their hopes and dreams. If I didn’t drink this beer, they might be out of work and their dreams would be shattered. Then I say to myself, "It is better that I drink this beer and let their dreams come true than be selfish and worry about my liver."
-by Jack Handy

#10 OFFLINE   tkrandall

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Posted 09 July 2013 - 03:20 PM

No.  The lake house is the service address.



#11 OFFLINE   ThomasM

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Posted 10 July 2013 - 04:14 PM

The first thing to remember when you KNOW your receiver needs replacing is to NEVER tell DirecTV about diagnostic codes or symptoms or anything else that results in a big "troubleshooting" waste of time.  Just say "it's DEAD".  No lights, no picture on the TV and the wall outlet works fine with a table lamp.  Even better, tell them your OTHER DirecTV receiver(s) are working fine if you have more than one receiver.


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#12 OFFLINE   damondlt

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Posted 10 July 2013 - 04:34 PM

The first thing to remember when you KNOW your receiver needs replacing is to NEVER tell DirecTV about diagnostic codes or symptoms or anything else that results in a big "troubleshooting" waste of time.  Just say "it's DEAD".  No lights, no picture on the TV and the wall outlet works fine with a table lamp.  Even better, tell them your OTHER DirecTV receiver(s) are working fine if you have more than one receiver.

Agree, because how it acts on paper, is rarely the way its really acting!. Agree tell them it won't power up!

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#13 OFFLINE   inkahauts

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Posted 11 July 2013 - 03:05 AM

Actually, if you tell them a code that says its dead, they will go with that as well.



#14 OFFLINE   jimmie57

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Posted 11 July 2013 - 05:11 AM

The first thing to remember when you KNOW your receiver needs replacing is to NEVER tell DirecTV about diagnostic codes or symptoms or anything else that results in a big "troubleshooting" waste of time.  Just say "it's DEAD".  No lights, no picture on the TV and the wall outlet works fine with a table lamp.  Even better, tell them your OTHER DirecTV receiver(s) are working fine if you have more than one receiver.

That is exactly what happened to my HR23.

They still had about 6 or 8 things they asked me. The last question in the list was "Did you check the power breaker ? "

I explained to her that if every other thing plugged into that outlet was working that it could not be the breaker.

The whole process took about 15 minutes.


DirecTV customer since 1996 - Current :Slimline 3 SWM,   HR24-100 HDMI to 32" Sharp LED,
HR24-100 Component cables to 46" Samsung LCD & Optical Cable to Yamaha AVR, H21-200 HDMI to Yamaha AVR & HDMI to 52" Mitsubishi LCD





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