R.I.P. my trusty HR20-700

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by Tony Chick, Nov 16, 2009.

  1. David MacLeod

    David MacLeod New Member

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    Jan 29, 2008
    I had a flaky lnb that kept causing tuner issues, can't prove it but I think it stressed T2 on 1 HR20-100 to point of failure. it was extremely intermittent, sice I had some older cabling anyway I replaced it all to rule it out. I did find a bad spot, but it was on an unused drop. at first I thought issue was fixed but a week later back to normal, both dvr's dropping tuners. I replaced lnb and 1 unit was fine (until fan started smoking :) ) from that point on, the one used most often never fully recovered.
     
  2. P Smith

    P Smith Mr. FixAnything

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    W.Mdtrn Sea
    You missed the point of connection of SA - it could be connected after LNBF, after switch, right before DVR, etc - so it will shows signals at all points for your analysis.
     
  3. cartrivision

    cartrivision Hall Of Fame

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    Jul 25, 2007
    The OP didn't say it was an intermittent problem. Tuner 1 always works regardless of what cable is connected and tuner 2 never works regardless of which tuner is connected.

    Sure, something up the line from the tuner 2 connection could have knocked out the tuner, but it could possibly have been anything connected to that tuner, so if you are trying to prevent that possibility (an external cause as opposed to an isolated internal failure), everything that the tuner 2 line is connected to should be replaced (LNB, multiswitch, grounding block, and coax) if we were to follow the potocall that you are recommending. Replacing only one of those items (like only the coax) is little more than a guess and a crap shoot, and it doesn't do much to protect the tech from a return call.

    Does the tech get paid more if he replaces other items instead of just doing a DVR swap? Unless I had some specific indication that one of those external components caused the tuner failure, I certainly wouldn't do anything but a DVR swap if I wasn't getting paid extra to do any other replacement of the components external to the DVR .
     
  4. RobertE

    RobertE Active Member

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    Jun 9, 2006
    You didn't even bother to read the second paragraph that you quoted did you? Thats ok, I'll quote it again for you.

    Some charge backs can cost the tech upwards of $100.

    So lets do some math.

    Paid for service call +$20
    Chargeback for failing to fix the problem -$100
    Net pay -$80, plus he may have to go back on his own dime to fix the problem again with the possibility of another chargeback if he still doesn't fix it.

    So, let me ask, how much time are you going to spend on fixing it? You can fix it quick or you can fix it right. Sometimes you get lucky and you can fix it right quickly, but you need to be damn sure that your right.
     
  5. cartrivision

    cartrivision Hall Of Fame

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    Jul 25, 2007
    I read it. That's why I asked if the tech gets paid more to do all of those unnecessary cable/multiswitch/LNB replacements. You quoted it but I guess you didn't bother to read and answer the question.

    None of that answered my question. If he replaces everything (even though there's no indication that it's necessary), does he get paid more? Does he get paid a lot more?

    If not, he'd be better off just doing what's indicated for the situation... just swap the DVR instead of wasting time replacing equipment with no indication it is defective.

    So lets do some math...

    Spend 2 hours each on a total of 50 similar service calls because you replaced everything on all of the calls for a total of 100 hours of labor, or spend 15 minutes on each similar call to only swap the DVR for a total of 13 hours of labor plus MAYBE spend 2 more hours reworking one job because you didn't replace everything on every job. That's 15 hours vs. the 100 hours for replacing a bunch of stuff that wasn't causing the problem.

    So it all comes back to my unanswered question...

    Does the tech make a lot more money per service call (like 6-8 times more per call) if he replaces everything on every such service call? If not, he would very likely be losing money by doing all of those unnecessary equipment replacements, even if he had to occasionally redo a job because something he didn't replace turned out to be bad.

    The bottom line is that the tech can only work so many hours a month, and if he's repeatedly spending 2 hours doing a job that he could have done in 15 minutes, he better be getting paid 8 times more money per call, or it's not worth him spending all that extra time to do all that unnecessary work.
     
  6. RobertE

    RobertE Active Member

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    Jun 9, 2006
    Actually, I did say. I said a service call pays $20 (more or less depending on market/hsp/sub and other factors) but normally a fixed rate. A service call pays X, doesn't matter if the tech spend 5 minutes or 5 hours.

    Here's another example.

    Tech half asses a service call in&out in 30 minutes just swaps the box, makes $20.
    He does the same thing 4 more times. 4x20=80
    Grand total for the day $100.

    But on one of those, he didn't fix the problem. Boom. Chargeback -$100.
    Net for the day $0.
    If he's a sub he's also out his materials and gas.

    I don't know how else to explain to you that it's better for him to take his time and ensure to the best of his ability that it's truely fixed than to just slap in another box and hope for the best. I have seen first hand what the slap in a box method does to service numbers. It's not pretty.

    Right now our DMA is at record low SIN#'s. Why? Because we are taking the time to figure out what is really causing the problem, not just slapping a bandaid on it. Customer satisfaction is way, way up as well. You fix it once, you fix it right, you fix it the first time.
     
  7. trekologer

    trekologer Legend

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    Jun 30, 2007
    You don't really know if replacing those other components was unnecessary. The tuner isn't going to just break; something likely triggered the failure. Even if swapping the receiver at step 1 "fixed" the issue, if there was a fault in the LNB, wiring, etc., the same thing could happen with the replacement receiver.
     
  8. cartrivision

    cartrivision Hall Of Fame

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    Jul 25, 2007
    I have seen nothing in the post from the OP or in your posts that is an example of a tech figuring out what was really causing the problem.... just examples of blind replacement of equipment with no good indication that it was bad and needed to be replaced.
     
  9. mcbeevee

    mcbeevee 97% Complete

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    Sep 18, 2006
    Your signature states that you are using OTA. Since the HR21 does not have OTA capability, you should be able to get a free AM21 from Directv.

    :)
     
  10. Tony Chick

    Tony Chick Legend

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    Aug 24, 2006
    True, but since there is another HR20 sitting right on top of it I'm not going to bother, it can handle what little OTA stuff I still need. In L.A. we pretty much have everything on the Sat. except for some Spanish and religious channels.
     
  11. David MacLeod

    David MacLeod New Member

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    Jan 29, 2008
    well if free its worth thinking about, have had ota tuner die on hr20 before here.
     

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