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CSR got my HR20's serial number wrong but it works fine anyway. Should I worry?

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by Fish Man, May 13, 2007.

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  1. Fish Man

    Fish Man Godfather

    Apr 22, 2002
    Here's the deal:

    My 3 week old HR20 was getting flakier and flakier so I decided it was clearly defective and called the distributor I got it from (Value Electronics) for a replacement. (I considered getting the replacement through DirecTV, but thought going through Value Electronics would be more painless.)

    They sent me a new box, from which they had specifically removed the access card (told me to use the one from the defective receiver). They sent with it a return label that will return the old one to "DSI", the wholesaler from whom Value Electronics apparently got it.

    I connected up the new box, with old access card installed and called DirecTV to activate it.

    The CSR was quite friendly but he thrashed for quite some time to get the new unit activated. He clearly wasn't the most competent CSR there. He repeatedly apologized for all the trouble he was having and even once joked, "I'm glad my supervisor isn't looking over my shoulder, I'm kind of screwing this up!"

    Anyway, he finally got it activated. I checked several channels and everything looks fine.

    Now here's the part that worries me a bit:

    When I check my account profile on DirecTV's web site, the serial number for the old HR20, that I will be returning to the wholesaler, DSI, tomorrow is still showing on the web site.

    This is simply the serial number on the bottom of the unit, not any sort of electronic number. The CSR must have gotten the receiver ID and access card ID right (eventually) or the unit wouldn't be working.

    My new HR20 is working great (huge improvement over my flaky old unit :) ), but I wonder if some bookkeeping problem will arise when the defective unit with the serial number their computer shows me as still having installed shows up as a return.

    Should I call DirecTV and let them know that the serial number showing under my profile on the web doesn't match the one on my box, or should I simply keep my big yap shut since everything is working fine? I'd hate to open my mouth when everythings fine, only to open a can of worms that would disrupt my service! In other words: If it ain't busted, don't fix it.

    What do you folks think?

  2. litzdog911

    litzdog911 Well-Known Member

    Jun 23, 2004
    Mill Creek, WA
    Yes, you should call DirecTV to make sure that the serial number on your account matches the actual serial number of your DVR. It may cause you problems later if they don't match.
  3. Tom Robertson

    Tom Robertson Lifetime Achiever DBSTalk Club

    Nov 15, 2005
    And they should be able to tell in the account history all the serial numbers that have been attached to your account. That should make it easier for them to straighten it out.

  4. Fish Man

    Fish Man Godfather

    Apr 22, 2002
    Got it fixed.

    It took two calls, which was mostly my fault.

    The first CSR really had a hard time figuring out how to change it. He finally got it, and I looked at it on the web. Looked good, thanked him, hung up. Then I looked at it again on the web page.

    D'oh! One digit missing in the middle!!

    So, I called back.

    The next CSR knew exactly how to change it but read it back to me wrong three times before he got it right. But, he got it right.
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