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Upset over a support call

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by mndwalsh, Apr 26, 2010.

  1. colts19

    colts19 Mentor

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    Feb 1, 2007
    They don't have that policy. You can swap some boxes without send a tech. The real problem is when you send a tech, it causes some people to have to miss work and also it could take from 3 days to 3 weeks for the tech to go out and people are without service. That's what people get mad about.
     
  2. mndwalsh

    mndwalsh Legend

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    I do agree it is just when you look for an exception to the rule and don’t get it I get a little bent but I do understand.
     
  3. ffemtreed

    ffemtreed Icon

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    DTV refurbs all the old boxes so if they aren't really broke then they are not out anything. DTV just puts that box back into the cycle. If the box wasn't the problem then the customer would experience the same problem with the replacement box, this is when they should send the tech out to investigate.

    DTV should have some common sense troubleshooting steps before sending a new box but they should be quick and to the point.
     
  4. Carl Spock

    Carl Spock Superfly

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    No Problem Found pieces definitely have a cost to DirecTV. There is shipping both ways, the packaging and paying for the tech to check it out. When there is no apparent problem, it can often take longer to check a piece out to make sure the problem isn't intermittant. Plus you have wear and tear on the gear, and sometimes taking a new "A stock" unit and replacing it with a refurbed "B stock" one. Even though they don't show a distinction to us between A and B stock, I'd be surprised if their internal bookkeeping didn't show a depreciated value difference.

    I'm sure some executive spent hours doing an econometrics analysis of the problem. How much do No Problem Found receivers cost the company versus the cost of sending out a tech?

    And that doesn't address the other issue of customers who are dead sure it is one problem when it is actually another. I was in retail consumer electronics for 30 years and I wish I had a nickel for every time I sent a piece in for repair and it came back No Problem Found. I should have know better. It was my job. I still screwed that up regularly. When a consumer exchanges his receiver and the problem persists, how many of them will step back and consider it could be something different versus saying that all of these boxes are bad? We see the later time and time again on this board. I know I've been guilty of that assumption myself in the past when it comes to electronics. Swapping receivers and not fixing the problem just leads to upset customers. Sending out a tech gives DirecTV an opportunity to short stop that scenario.

    There is nothing like a fresh set of eyes on the problem.
     
  5. ffemtreed

    ffemtreed Icon

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    Jan 30, 2008
    Sorry, but a couple of basic troubleshooting questions over the phone should be able to narrow down a box problem 95% of the time. With some user training they can greatly reduce needless truck rolls and replacing working boxes.
     
  6. mndwalsh

    mndwalsh Legend

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    Update to DVR - just went home checked the other 2 DVR's I have AM21's on both show 95 & 100% on signal strength on both tuners for 11.1 & 11.2. Box in question 54% on tuner 1 and 0% for tuner 2. Unplugged and Plugged in where one of the other DVR's were. Tuner 1 60% Tuner 2 0%. Again this is the only chanel that has any signal problems all the rest are solid. I was thinking of canceling the appointment for Saturday since it is only 1 channel and I do get locals without OTA but I think I will keep it.
     
  7. wingrider01

    wingrider01 Hall Of Fame

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    Sep 9, 2005
    Assuming the answers given by the user are not just to justify a replacement box without actually going through the steps.
     
  8. ffemtreed

    ffemtreed Icon

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    Jan 30, 2008
    Most of them people who would try and counter the questions probably have some clue of a technical background and already did the basic troubleshooting and there is a very good chance they are correct in their assumption that the box is bad.
     
  9. BattleZone

    BattleZone Hall Of Fame

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    Nov 13, 2007
    Part of the difference is that if you don't have the Protection Plan, you have to pay $50 for the tech...
     
  10. NR4P

    NR4P Dad

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    Sunny Florida
    Pretty much sums it up you have a bad box. Tuners 1 and 2 should be nearly equal at all times. Odd that its one channel but not knowing where you are and the physical channel vs virtual (channel 11), it might be related to the actual physical RF channel.

    If you get another HR20 or HR2x/AM21 combo for OTA you should be good.
     
  11. hombresoto

    hombresoto Legend

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    Sep 10, 2006
    You would be surprised how retarded (umm, ignorant would be more proper) most customers are. Most customers don't even know what they ordered. Most customers ask me to hook up their dvd player, etc because they don't know how. By most i'm talking about 80%. The most ignorant customers seem to be the ones that claim to know everything. I always think to myself if you're so darn (substituted word) smart, why the heck am I here? Oh yeah i've installed 7,000 dishes but you know more than me because you installed a round dish to one receiver 10 years ago. Really tired of ignorant customers.
     
  12. billsharpe

    billsharpe Hall Of Fame

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    Southern...
    And I'm tired of installers who don't know what they're doing. Had a problem with DirecTV OTA tuners and the techs didn't even know there were two OTA tuners in the HR20-700. Before I signed up with DirecTV I had three techs (at the same time) from TimeWarner come out to try to get an HD channel for me that CSR had assured me should have been in my package. It took them over an hour to figure out that the CSR was wrong. They should have been able to figure that out in five minutes...

    I will say the original DirecTV installation was done professionally.
     
  13. ndole

    ndole Problem Solver

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    I don't bawk at hooking up the occasional DVD player or AVR. I do appreciate a little gratuity now and again though for the extra effort. So it's a win win most of the time.
    Remember, if you hang around long enough, your customer will pay you to leave! :lol:
     
  14. hombresoto

    hombresoto Legend

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    Sep 10, 2006
    Well, i'm one of the "old timers". Like I said i've installed thousands upon thousands of dishes. I am in the minority, unfortunately. I learned the old way, by working with another senior tech in the field. The new training is 8 weeks in a classroom and then they unleash them on poor unsuspecting customers. I only trained for a week. Granted all there was back then was round and international dishes. Tivo just came out. I only do the HSP work because of the economy. Normally I only deal with custom installs. I detest contracting for these dopes (Multiband). I'm disgusted with them and DirecTV's compensation so I don't think i'll be doing this much longer. Unfortunately for the customers techs like me that actually know what's going on have been defecting for years. It's only going to get worse. Anyones best bet these days is to hire their own reputable installer. It's going to cost some money, but will save a lot of frustration. You get what you pay for with a "free" installation.
     
  15. MartyS

    MartyS New Member

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    I have to agree with you. I have a great installer, and I call him directly when I need something done. He puts me on the schedule, and he's always on time. He knows that I appreciate his knowledge and service. He also knows that I never call for something that I can't do myself.

    He always walks out a little richer, amount depending on what needed to be done. More often than not, he finds a way to streamline whatever installation I've done, only because I take the time to listen to him and let him do his thing.

    I need to get him out sometime soon, just to do some tweaking and add another WB68, since I'm out of space on the one I have. Chances are, he'll come out with a Slimline and possibly a SWm hookup. But, we'll see what happens when he comes out.

    Regardless, if you take care of the installer they will be very very good to you.
     
  16. mndwalsh

    mndwalsh Legend

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    Nov 16, 2005
    Tech just replaced HR20 with an HR23, funny no am21 on the truck so I will need to call and get that sent out.
     
  17. sonofcool

    sonofcool Legend

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    Dec 23, 2007
    But the signal problem is solved?
     
  18. elaclair

    elaclair Rescued Racers Live Here

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    Jun 18, 2004
    Del Mar, CA
    He won't know that until he gets his OTA back, in this case via an AM21 add-on.
     
  19. Carl Spock

    Carl Spock Superfly

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    mndwalsh has two AM-21s elsewhere in his house. He could try it with one of those. Me, I wouldn't let the installer leave until I tested everything. mndwalsh is sharp. I assume he did the same.
     
  20. Rich

    Rich DBSTalk Club DBSTalk Club

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    Feb 22, 2007
    Piscataway, NJ
    Haven't seen the same installer twice. And if you look at this thread and others I doubt that you'll see any "techs" from the NYC Metro area posting. The pay is too low, they get a week or two of riding around with another installer and that's the extent of their training. Oh, and a week or so of school. I usually get people who have just left pest control jobs because D* pays a tad more.

    Those of you who actually get someone worthy of calling himself a technician should consider yourselves lucky.

    Rich
     

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