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Have you had to return your HR20 for a replacement?


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99 replies to this topic

Poll: Have you had to return your HR20 for a replacement? (165 member(s) have cast votes)

Have you had to return your HR20 for a replacement?

  1. I have not had to return my HR20. (106 votes [64.24%] - View)

    Percentage of vote: 64.24%

  2. I have had to return my HR20 and received a replacement. (59 votes [35.76%] - View)

    Percentage of vote: 35.76%

Vote

#51 OFFLINE   Tom Robertson

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Posted 23 July 2007 - 08:11 PM

Looks like I might be replacing my 4 day old unit. The OTA tuner is not working well. Only one of the two OTA tuners has ever worked, and since yesterday I cannot tune all the local OTA channels anymore, but I could the first 2-3 days. I show good OTA siognal strength, it just on't tune the programming on all the channels. After much troubleshooting they are sending a tech out in a couple of days to look it over - I hope he fixes it and/or brings a replacement with him.


Another thing to consider is nearly all OTA tuners are still having problems with multipath distortion. Usual things to check include: ensuring the antenna is as close to the towers as possible if indoors, tweak the left/right and up/down of the antenna, ensure that all splitters with empty ports are terminated, you've haven't over amplified the signal, you don't have an FM station stomping on the signal, etc. While I have a lot of experience telling OTA problems with the HR10 by looking at the signal meters, I haven't had any problems in my current home so don't know how the HR20 responds, alas.

Cheers,
Tom

Go Packers!

My real treasures: 5 Grandchildren - S, D, M, M, C ; Now 5! Great-Grandtibbers - B, H, J, A, and M (Born 7/31/2011)


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#52 OFFLINE   RobertE

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Posted 23 July 2007 - 08:37 PM

I suppose another poll (yay! more polls) could be: Have you had to have a HR20 replaced? If so, how long after it was installed? 0-30, 31-60, 61-90, 91-120, 120+ etc.
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#53 OFFLINE   Milominderbinder2

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Posted 23 July 2007 - 08:45 PM

I would like to know how many of the returns are from 02/01/07 and prior.

There was a dramatic change for the better right after that.

So how much of this is "Old News"?

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#54 OFFLINE   Tom Robertson

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Posted 23 July 2007 - 08:47 PM

I suppose another poll (yay! more polls) could be: Have you had to have a HR20 replaced? If so, how long after it was installed? 0-30, 31-60, 61-90, 91-120, 120+ etc.


I think I'd rather see one that asked: How long ago did you have a unit replaced with the ability to check more than one option (for multiple replacements) and an option for never (for me.) :)

Indeed, to allow time to pass on people filling this out next month, I'd go with when did you replace an HR20:

Never or not this year.
Jan, 2007
Feb
March
April
May
June
July
August

I am not interested at all in replacements prior to this year when SOP #2 was replace perfectly fine units cuz the software was still broken.

Cheers,
Tom

Go Packers!

My real treasures: 5 Grandchildren - S, D, M, M, C ; Now 5! Great-Grandtibbers - B, H, J, A, and M (Born 7/31/2011)


#55 OFFLINE   RobertE

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Posted 23 July 2007 - 08:48 PM

Looks like we'll need a poll on what poll to run with what options. :lol:
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#56 OFFLINE   bto4wd

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Posted 23 July 2007 - 08:51 PM

5 HR20s, all about the same time in October, none replaced.

I think there should be a time limit on this poll. CSR standard operating procedure #1 was to reformat the whole HR20, #2 was replace the unit but most of the issues were software. Since January or February the replacement as SOP #2 has changed, the unit is much more robust and stable. At least my 5 went from barely operating (locking up regularly) to very, very stable. Only reboots now are CEs and power failures for me.

Cheers,
Tom

I understand what you and others have said. But the fact that customers were told to return the unit (even if it was due to a software problem) still are a reality. D* made the decision to have CSRs go the return route as opposed to telling customers they couldn't do anything about their problems. In my book, that counts as a return.
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#57 OFFLINE   bto4wd

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Posted 23 July 2007 - 08:54 PM

I am not interested at all in replacements prior to this year when SOP #2 was replace perfectly fine units cuz the software was still broken.

Cheers,
Tom

Keep in mind there were legitimate returns during that period. Don't discount all returns from 2006 as being "false positives".
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#58 OFFLINE   houskamp

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Posted 23 July 2007 - 08:57 PM

I think I'd rather see one that asked: How long ago did you have a unit replaced with the ability to check more than one option (for multiple replacements) and an option for never (for me.) :)

Indeed, to allow time to pass on people filling this out next month, I'd go with when did you replace an HR20:

Never or not this year.
Jan, 2007
Feb
March
April
May
June
July
August

I am not interested at all in replacements prior to this year when SOP #2 was replace perfectly fine units cuz the software was still broken.

Cheers,
Tom

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MRV was all that's left on my wishlist (wishlist done) :D


#59 OFFLINE   Drew2k

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Posted 23 July 2007 - 09:09 PM

I understand what you and others have said. But the fact that customers were told to return the unit (even if it was due to a software problem) still are a reality. D* made the decision to have CSRs go the return route as opposed to telling customers they couldn't do anything about their problems. In my book, that counts as a return.

It's starting to read to me that you have a certain point you're trying to make ... By not excluding the abnormal return rates from rollout in August 2006 through February 2007, you are skewing the results and it may be very easy to dismiss the poll results, despite the point you're trying to make.

I'm guessing you're not looking to establish the current state of reliability for the HR20 ...

#60 OFFLINE   Ken S

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Posted 23 July 2007 - 09:16 PM

I have 3...took 9 to get them. Bad Tuners, and lockups were the primary reasons.

#61 OFFLINE   finaldiet

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Posted 23 July 2007 - 09:26 PM

Have 2 with no problems since Feb.

#62 OFFLINE   bto4wd

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Posted 23 July 2007 - 09:33 PM

It's starting to read to me that you have a certain point you're trying to make ... By not excluding the abnormal return rates from rollout in August 2006 through February 2007, you are skewing the results and it may be very easy to dismiss the poll results, despite the point you're trying to make.

I'm guessing you're not looking to establish the current state of reliability for the HR20 ...

There's a limit to what you can do with a poll here. How would you suggest a poll be worded so that it didn't include those that were told to return a unit because "at that time that's what the CSRs did".

When I started this I didn't have a point to make. I was just plain curious. Then some started adding the "qualifications" that the return rate could be inflated due to past CSR procedures.

You can't exclude everything from 08/06 through 02/07 as there were real returns.

But again, to stop poor public opinion of the HR20, D* made the decision to replace units instead of telling the public that they screwed up and there was nothing currently available to fix their units. Why should those returned units be excluded from this poll when it was a D* decision to have them returned?
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#63 OFFLINE   blacker

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Posted 23 July 2007 - 09:47 PM

I have 2. i got the first one in September 2006 and it had a bad Hard drive on it.. no big deal hard drives fail all the time.. replacement has worked great along with my second hr20 that is about 6 months old..

Dustin
* HR20-700 (System 1) - hdmi = Samsung LNT5265F 52-inch 1080p LCD HDTV | Networked

* HR20-700 (System 2) - hdmi = Samsung LNT4061F 40-inch 1080p LCD HDTV | Networked

* HR20-700 (System 3) - hdmi = Sharp Aquos LC32D62U 32-inch 1080p LCD HDTV | Slingbox Pro | Networked

* HR20-700 (System 4) - hdmi = Toshiba 19LV505 19-inch 720p LCD HDTV

#64 OFFLINE   sshams95

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Posted 23 July 2007 - 09:55 PM

Out of two, had to return one due to bad tuner 2. Turned to be a blessing: went from HR20-100 to HR20-700! Was able to take advantage of CE's finally.

Keeping an eye on my second HR20-100 though. Wife uses it mainly and claims remote and buttons on receiver freeze up at least once a day. she has to do a RBR each time to get it working again.

#65 OFFLINE   waynebtx

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Posted 23 July 2007 - 09:55 PM

Have had the same HR20-700 since Dec 06.

Wayne

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#66 OFFLINE   shendley

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Posted 23 July 2007 - 09:57 PM

I just returned my very first HR20 last week because of what I thought was a failing tuner. From what I've been seeing since then, it appears I was wrong and something else was/is going on. So I'm not sure how to vote. I returned one but it appears I really didn't need to.

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#67 OFFLINE   Tom Robertson

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Posted 23 July 2007 - 10:10 PM

There's a limit to what you can do with a poll here. How would you suggest a poll be worded so that it didn't include those that were told to return a unit because "at that time that's what the CSRs did".

When I started this I didn't have a point to make. I was just plain curious. Then some started adding the "qualifications" that the return rate could be inflated due to past CSR procedures.

You can't exclude everything from 08/06 through 02/07 as there were real returns.

But again, to stop poor public opinion of the HR20, D* made the decision to replace units instead of telling the public that they screwed up and there was nothing currently available to fix their units. Why should those returned units be excluded from this poll when it was a D* decision to have them returned?


All comes down to a couple of things:
  • What do you really want to measure?
  • What do you really want to determine?
  • How do you really want to try to be perceived?
My current perception is you don't want to really see where the HR20 is at. Like Drew2k, I feel you have developed a point you want to get across rather than truly investigate meaningful data. That's ok, you are welcome to express your feelings and options. I'm happy to share my thoughts and happy to listen to your thoughts. Hopefully we'll accomplish some good things along the way.

Cheers,
Tom

Go Packers!

My real treasures: 5 Grandchildren - S, D, M, M, C ; Now 5! Great-Grandtibbers - B, H, J, A, and M (Born 7/31/2011)


#68 OFFLINE   LR308er

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Posted 23 July 2007 - 10:40 PM

If a ball player enters the majors, his lifetime stats start at that moment.
If he has a rough rookie year, he has the rest of his career to make up ground on the numbers, but he dosen't get a mulligan because he joined the big leagues before he was ready.

When I'm considering a product, I want to know its lifetime stats, not just what its done lately.

Let's face it. These forums hold two basic kinds of customers.
Saitisfied and loyal enthusiasts and dissatisfied customers who came here looking for answers.

Because of these circumstances, one poll or another will always seem biased or unfair to the other side of the fence.

I came here looking for answers, but I've also learned a lot and am becoming an enthusiast. Not so much a HR20 enthusiast, because I got mine in Feb. and I'm waiting for its replacement to come in the mail this week.

Who knows? After a year or two of flawless performance, I may hop the fence altogether.
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#69 OFFLINE   mluntz

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Posted 23 July 2007 - 10:54 PM

Replaced mine. Bad tuner.
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#70 OFFLINE   Doug Brott

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Posted 23 July 2007 - 11:05 PM

There's a limit to what you can do with a poll here. How would you suggest a poll be worded so that it didn't include those that were told to return a unit because "at that time that's what the CSRs did".

When I started this I didn't have a point to make. I was just plain curious. Then some started adding the "qualifications" that the return rate could be inflated due to past CSR procedures.

You can't exclude everything from 08/06 through 02/07 as there were real returns.

But again, to stop poor public opinion of the HR20, D* made the decision to replace units instead of telling the public that they screwed up and there was nothing currently available to fix their units. Why should those returned units be excluded from this poll when it was a D* decision to have them returned?


I don't think that there is anyone here that would suggest that DIRECTV didn't have issues that absolutely needed to be corrected in late 2006. This site played a part in getting the engine at DIRECTV turned around and guess what .. the HR20 is a much better product now. Yes, there are some things missing, like Dual Live Buffers, but taken as a whole, the HR20 is a nice receiver.

To this day, DIRECTV continues to make improvements to the HR20. Just today the most recent software release for the HR20-700 was made available. While knowing the past is informative, there is a known point in which the data you are attempting to collect is simply wrong. What happened was a mistake on DIRECTV's part and that mistake was corrected. Yes, there were legitimate hardware issues that would have necessitated a return, but there is literally no way to break out that data as the bulk of the returns at the time were unrelated to hardware problems. Since February, however, your question makes more sense because the collected data would be much more accurate.
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#71 OFFLINE   Tom Robertson

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Posted 23 July 2007 - 11:15 PM

If a ball player enters the majors, his lifetime stats start at that moment.
If he has a rough rookie year, he has the rest of his career to make up ground on the numbers, but he dosen't get a mulligan because he joined the big leagues before he was ready.

When I'm considering a product, I want to know its lifetime stats, not just what its done lately.

Let's face it. These forums hold two basic kinds of customers.
Saitisfied and loyal enthusiasts and dissatisfied customers who came here looking for answers.

Because of these circumstances, one poll or another will always seem biased or unfair to the other side of the fence.

I came here looking for answers, but I've also learned a lot and am becoming an enthusiast. Not so much a HR20 enthusiast, because I got mine in Feb. and I'm waiting for its replacement to come in the mail this week.

Who knows? After a year or two of flawless performance, I may hop the fence altogether.


Players can't have a mediocre first year, change a few things under a good coach, have a great couple years and sign a monster bonus? :)

I guess I don't understand how knowing the first 4 months of a product's life is really applicable to your experience if you didn't suffer thru those first four months yourself. YP(erception)MV, I guess.

Cheers,
Tom

Go Packers!

My real treasures: 5 Grandchildren - S, D, M, M, C ; Now 5! Great-Grandtibbers - B, H, J, A, and M (Born 7/31/2011)


#72 OFFLINE   veryoldschool

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Posted 24 July 2007 - 12:13 AM

I've only had mine for 4 weeks, but wondering how many have had to get replacement units?

So what are you really wanting to find out with this poll?
The horror stories of last fall or what you might expect out of your four week old DVR?
If it's the latter, then I'd say it would be like most electronics, if it makes it through the initial burn-in time without failure, then you should be good to go for a long time.
You have 90 days of free service calls & replacements if yours fails or there is some problem with your install.
After that time you shouldn't have a problem under normal use.
The units are made in Mexico & China, both plants have had some problems.
I have no idea of what the numbers are [percentages, or yields]. I just try to keep track of trends that look like bad "batches" for a specific problem.
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#73 OFFLINE   Drew2k

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Posted 24 July 2007 - 04:33 AM

There's a limit to what you can do with a poll here. How would you suggest a poll be worded so that it didn't include those that were told to return a unit because "at that time that's what the CSRs did".

Polls can be multiple choice and can have many options - I've done a poll with 20 options. Here's an example that could be used here:

Multiple choice poll: Have you had to return one or more HR20s in the time spans shown?

YES (08/2006 through 09/2006)
YES (10/2006 through 11/2006)
YES (12/2006 through 01/2007)
YES (02/2006 through 03/2007)
YES (04/2006 through 05/2007)
YES (06/2006 through 07/2007)
NO (08/2006 through 09/2006)
NO (10/2006 through 11/2006)
NO (12/2006 through 01/2007)
NO (02/2006 through 03/2007)
NO (04/2006 through 05/2007)
NO (06/2006 through 07/2007)


By reducing this to two month time-spans, we could see trends and apply meaning to the results.


EDITED: I posted an updated "sample" poll later in this thread, with options to capture when the user obtained the HR20.

#74 OFFLINE   braven

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Posted 24 July 2007 - 04:46 AM

Ours has been flawless since April. I should probably find some wood to knock on. ha ha
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#75 OFFLINE   paulman182

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Posted 24 July 2007 - 04:59 AM

That's an interesting way of looking at it. Especially considering the fact that many of the features and gui changes are the product of feedback from these forums.
if the forums are not a true representative of all users, then why are the forums making the decisions that affect all users?


There is no way a forum such as this is a real cross-section of all users.

Or, more precisely, there is no way to know if it is or not.

But it probably does reflect the views of the more demanding users, as it requires interest and effort to log in and voice opinions.

It is probably accurate to say, if the more demanding users are satisfied, most people will be.

P.S. I am not a demanding user! Except for occasional lockups last fall, I have no real complaints.

Equipment includes a buncha stuff that I no longer have interest in detailing





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