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Directv denies problems with receivers

Discussion in 'DIRECTV General Discussion' started by alc965, Apr 6, 2012.

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  1. Richierich

    Richierich Hall Of Fame

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    I can tell you that for certain that Directv is doing everything they can to Fix this Problem and I can't tell you who my Sources are but they both Assure me that the next Release should help alleviate the Speed Problems.

    It may not be a Perfect Fix and may need a couple of more tweeks but it should help a lot of people.

    I agree with you that Directv should change their Business Model and Replace every customer's old DVR when they complain that they have a problem as I have been told by Ellen Filipiak's Office (she is Vice President in charge of Customer Service) that they are very much aware of the problem and it will be fixed.

    I think they should Replace all Old HR20s, HR21s, HR22s, HR23s with HR24s and Be Done With The Problem.

    That is what I would do if I were President/CEO!!! :D
     
  2. Shades228

    Shades228 DaBears

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    NFLST subscribers are a very small % of overall subscribers.

    You would if you didn't want to get your incentive bonus's for stock prices as the financial costs to do that would be staggering and wasteful in most cases.
     
  3. Richierich

    Richierich Hall Of Fame

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    Not if my Goal was to Increase Subscribers by Reducing Churn and I believe this will cause an Increase in Churn so in the Long Run I believe it would be Better to Bite the Bullet and write off the extra expense so you could boast a Truly Great HDTV Experience. :)
     
  4. skyboysea

    skyboysea Icon

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    I am sure that they know that that slow receivers are a problem for many of their customers. I don't know if they really understand what their internal problem is. I mean releasing software that has not been tested; pushing hardware beyond its limits for marketing purpose; slowness to make CSR aware of issues when they exists; add more if you wish.

    Those are the real problems that Directv has. Slow receivers are a symptom of them. But to solve those problem some heads have to fall: are they willing to do so?
     
  5. mreposter

    mreposter Hall Of Fame

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    Two issues:

    1. Directv has one of the lowest churn rates in the industry, so despite issues some of us may have, the overall customer base isn't fleeing. So they don't have churn as an incentive to fix the problem.

    2. These HD-DVR issues have been around for years. There have been Brrrrp audio issues, slow remote response issues, audio dropouts/stuttering, guide data issues, etc, etc. And those are just the problems I can recall from the last two years.

    Given the company's history of dealing with other similar issues and taking years to fix problems, I just don't see this being a true priority. Sure, they may come out with some quickie patch to temporarily fix this for some people, but actually getting down deep in code and fixing the true underlying problems is doubtful.

    I count myself fortunate that my HR23 has only occasional problems, but from reports here some are really suffering.
     
  6. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Show me a provider that has a issue free receiver.
     
  7. Richierich

    Richierich Hall Of Fame

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    I can tell you for certain that they Finally Realize that this is a Huge Problem and yes some Heads Will Fall as should be but they will Fix this Issue even if they have to Replace All Of The Old DVRs.

    That is My Wish because the Old DVRs just don't have the Ability (CPU Speed and RAM) to accomplish everything the Marketing Department is trying to throw at it in order to compete with Dish, etc. not to talk about the Slowness of the Hard Drives.

    I Replace all of my HR24-500s with 2 TB WD20EADS Drives with a larger 32 Mb Cache and they are working Flawlessly!!!

    While others say their HR24-500s are not so the only difference there is the Hard Drive as everthing else is the same. Same DVR, Same Software but a Different Drive!!!

    Makes you wonder why I don't Experience These Problems on my 5 HR24-500s (and I did say 5 as in all 5)!!!
     
  8. Shades228

    Shades228 DaBears

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    There could be many factors in environments that can change the experience.
     
  9. Barry in Conyers

    Barry in Conyers Godfather

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    I don't care about other providers; I care about DirecTV.
     
  10. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Exactly
     
  11. lparsons21

    lparsons21 Hall Of Fame

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    There isn't one , of course, but name another that has the same issue since the release of their first hddvr.
     
  12. sregener

    sregener Godfather

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    This is exactly the problem: This type of argument is a smokescreen around the real issue.

    Show me a provider that has a DVR that has problems with basic functionality like responding to remote control button presses, scrolling through the guide or bringing up a list of recorded programs. There's only one: DirecTV.

    Yes, other DVRs from other providers have problems, but changing channels quickly and reliably isn't one of them. Having an unresponsive system where key presses are simply ignored is not one of them. Taking 15 seconds to bring up a list of recorded programs is not one of them.

    In other words, you tell yourself, "Oh, they all have problems, so there's no point in switching to anybody else" which denies the fact that the other DVR's problems are obscure and something you're not likely to run into in regular, daily use. My DirecTV HR22-100, in spite of being perfect from DirecTV's point of view, was broken. I cursed at it regularly.

    Stop being an apologist for DirecTV. Take 7 minutes and watch this video: http://www.youtube.com/watch?v=9T5Jko9nv2E&feature=related

    There are better DVRs. With better functionality. They just aren't made for DirecTV.
     
  13. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    I've seen the video. Both satellite providers use those comparison advertisements. That's to be expected. Are people having issues with their receivers? Yes. Last week one of my HR24-500s started having slow command response and menu freeze. I called DirecTV, followed their instructions and the issues were resolved. Do a little research and you will see there was recently one poster here who spent days complaining about DirecTV receivers. Another member checked his posting history and revealed he had the same problems and complaints with DISH receivers when he was a sub. So again, show me a provider that has a issue free receiver. :sure:
     
  14. davidjplatt

    davidjplatt Legend

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    The excuse "show me a provider that has an issue free receiver" is not the answer - it's a deflection. Just because other providers have issues with their receivers doesn't mean DirecTV should accept the fact that they have issues with their receivers.

    That argument doesn't cut if. I have two HR20-700 and two HR20-100 receivers and all of them at times become unresponsive for minutes at a time. This is mostly since the HD GUI "upgrade".

    The point is DirecTV is charging a lot for their service - they should be addressing the performance issues they have with the software and not claiming they don't exist.

    I've been with them since 1996 and I am just about at the point where I'm ready to say "screw it" and get FiOS for TV (I already have FiOS for internet) and get TV, phone and internet for $75 a month less than I'm paying now.

    And upgrading receivers isn't the answer - it starts a new two year contract and I'm not willing to do that.
     
  15. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Can software effect a receiver's performance? Yes. But so can a lot of other factors (receiver settings, flourescent lighting, HDTV backlighting, faulty remote commander, hook ups with other equipment like a A/V receiver, limited available space on the receiver's hard drive, ect.). Better to look for cause instead of blame. If your that frustrated then switch to Fios and let us know if the grass is greener.
     
  16. lparsons21

    lparsons21 Hall Of Fame

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    All those are certainly factors. But then I have to think about my setup a bit.

    When I switched to D*, I disconnected the HDMI cable from the Vip722k and moved it to the HR24-500 being installed. From the POV of the install that HDMI cable and coax to the HR were the only differences. None of the other equipment that had always worked great with the Vip722k was changed, nor were any settings changed. And with the SDGUI that was on the HR, things were just fine. Reasonable speed of overall operation, no remote response issues.

    Then the HDGUI came out, no other changes to the system. Things started slowing down over a short time and proceeded to get worse. Update to HDGUI came out and yet slower overall operation though still tolerable, but remote response got worse.

    None of the HRs have more than 50% useage of HD, I don't believe my plasma set has backlighting or if it does, it hasn't been any issue with any box but the HR24. IR or UHF remote operation changes nothing.

    With all of that, the problem is at D*'s doorstep. And the question really isn't about what it is doing now, but does D* have the willingness and ability to fix it? History says no to both and that is sad! :(

    When I most likely switch back to E* in August it won't be because I dislike D* it will be because D* didn't like the collective me enough to fix their equipment. I don't care if the extra crap works or not, I care if the basic operation of the equipment works. Now it doesn't and the pessimist in me says D* won't fix it.
     
  17. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    I understand how you feel. However, the pessimist in me says DirecTV is the leading satellite provider and wishes to keep that status. It would be foolish for them not to address any software issues. Unfortunately when it comes to software issues a quick fix is a rarity.
     
  18. sregener

    sregener Godfather

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    Oh, both do? Please provide the link where DirecTV demonstrates how much faster their DVRs are than Dish Network's. Or the one where they compare HD channels that aren't PPV or onDemand.

    Yes, I know there are people who are never happy. But guess what? I was unhappy for two years, went through all the troubleshooting with DirecTV and was left with "that's normal operation for your receiver." And "we'll send you a new receiver, but it might be the same model you have now because we have no idea what receiver model you'll actually receive from us. But we'll be happy to extend your contract another two years with us if you want to play receiver roulette." My hard drive was 40% full, no lights on in the room, factory remote.

    I switched to Dish on Saturday. My HR22-100 is boxed up and going to the post office this morning. The grass *is* greener. The Hopper is so much better, I can only come up with two reasons why anyone would choose DirecTV at this point: 1) Sunday Ticket 2) HD picture quality. I don't think anyone would choose DirecTV for their high-quality DVRs or their low-cost service.
     
  19. bman3333

    bman3333 Mentor

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    Certainly a lively discussion and I appreciate the different perspectives provided. As a computer gamer, I became obsessed with overclocking and pushing the most fps on the games I played. As anyone who also enjoyed benchmarking games for the sheer joy of seeing a smother frame rate at a higher res can tell you, no software can substitute for updated hardware when dealing with graphics. This is why AMD/ATI and Nvidia release newer hardware every 9 months! I have the utmost respect for DirecTV's UI programmers, but management expects them to make software for hardware that ranges in age from state of the art to more than 10 years old! How can they troubleshoot the user experience with such a range of hardware?
     
  20. lparsons21

    lparsons21 Hall Of Fame

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    You'd think, right? :)

    I don't worry about who is #1, or if they are great or suck, I only care that they provide me the product and service I desire for a price I'm willing to pay. I left D* 3 years ago solely because of the performance of the HR21 I had, and came back to D* because my adult son wanted to get NFLST to follow his sainted San Diego Chargers. I ensured that I got only HR24s because of the postings here and other places that indicated that D* finally had a decent HDDVR with good performance.

    Now today, I'm back at poor performing equipment and missing BBCA-HD channel and in August, a higher bill than I would pay to get good HW performance and all the basic HD that I desire. Since my son has indicated he isn't interested in paying for NFLST this next season and I certainly have no interest in it at all, switching back is not only a step up in performance, but a big savings even with a 12 month ETF. Something dramatic will have to happen before August to keep me in D*'s stable!
     
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