Reggie3 said:
So some of the people here are suggesting we call the CSRs and report the problems - could you check with D* and ask if they want us to do that in addition to posting them here?
I see 2 good reasons to call D* regarding issues you might have that are also documented here.
1. This is an unofficial communication channel with D*, so if you want to make sure that your problems with your box are registered with D* you have to call in. Otherwise since your problems are not logged on your account, if you look at it from D* perspective everything is fine with you. I think this is why they guy at the advanced services group suggested that I tell people on the forum to make sure that they call in with their problems on the HR20.
2. If you think you
may at some time in the future want to return the HR20 and get out of your 2 year commitment, because of the issues you are having, you might want to build a documentation trail with them.
Personally I contacted Advanced Support and reviewed and confirmed my issues as known software bugs with the HR20 and made sure that they were documented on my account. Secondly I spoke to retention and informed them of my problems, referenced my call to Advanced Support, and just told them that I wanted to protect myself and with all the issues with the HR20, I would be willing to give them some more time to fix it but if it did not look like these problems were going to be resolved I wanted to be able to terminate my agreement and return the HR20. They were very nice, they noted my account as such, they told me that they understood my frustration and they HR20 has been a bit of a problem for them. I now feel that at least I have given my interest some level of protection if D* is unable to make any significant advancement in fixing the serious defects in the HR20.
