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AllStar
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Discussion Starter · #1 ·
I have a leased R15-500 that will only work for a time (a few days/weeks) before it becomes only useful as a receiver. The DVR will work after a full reset, but once several programs are recorded, none of the DVR features work. Recorded programs and the live buffer stall and freeze and the DVR will reboot itself or dump out of the recorded program and go to live tv.

I've read that people will call DirecTV about their problem and they always have the customer go through the reboot process on the phone. My DVR works after a reboot once the programs are cleared, so how do I convince the phone rep that my problem will come later and I need replacement? I've read on the boards DTV is reluctant to replace boxes so is there something special, other than please, that I can tell the rep to get a replacement?
 

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Be firm and adamant (and polite) with them that there is something else going on and just a reboot is not solving the issue. If you have the PP, they should just send out a new/refurbished receiver to you. If you don't have the PP and the receiver is out of warranty (30 or 90 days, I always forget how long) then you will need to pay S&H of $19.95, plus agree to a 2 year commitment extension.

One thing you can try before calling is to reformat the DVR. This will wipe everything, including recorded programs, settings, and SL's. This has been known to solve more than a few issues.

- Merg
 

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The Merg said:
If you don't have the PP and the receiver is out of warranty (30 or 90 days, I always forget how long) then you will need to pay S&H of $19.95, plus agree to a 2 year commitment extension.

- Merg
I believed that statement exactly as Merg wrote. After reading about instance after instance of DTV customers getting out of warranty leased R15s replaced for a $19.95 shipping and handling charge with NO commitment extension I decided to find out for myself.

I called DTV at the customer service 800 number 5 times and asked exactly this question... "if my LEASED R15 dies and has to be replaced what will I be charged and will my programming commitment be extended an additional two years?"

Five out of five CSRs checked the status of my R15 and said "your R15 is leased so in the event replacement is needed you'll be charged a $19.95 shipping and handling fee and there will be NO additional programming commitment added".

I guess the DTV CSRs finally got their ducks in a row because that was not the answer I got last year.

I believe that since the R15 is leased it is their responsibility to keep their box working or I have no need of programming and apparently now they believe the same.
 

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subeluvr said:
I believed that statement exactly as Merg wrote. After reading about instance after instance of DTV customers getting out of warranty leased R15s replaced for a $19.95 shipping and handling charge with NO commitment extension I decided to find out for myself.

I called DTV at the customer service 800 number 5 times and asked exactly this question... "if my LEASED R15 dies and has to be replaced what will I be charged and will my programming commitment be extended an additional two years?"

Five out of five CSRs checked the status of my R15 and said "your R15 is leased so in the event replacement is needed you'll be charged a $19.95 shipping and handling fee and there will be NO additional programming commitment added".

I guess the DTV CSRs finally got their ducks in a row because that was not the answer I got last year.

I believe that since the R15 is leased it is their responsibility to keep their box working or I have no need of programming and apparently now they believe the same.
I'll check on that. According to the information I received from a CSR in the escalated dept., what you described requires a new commitment. If they changed their business process then that's great as it is a "savings" for the consumer. Also, were you sure to specify that you were out of warranty when your R15 dies? If you are still under warranty, there is no commitment extension.

- Merg
 

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The Merg said:
I'll check on that. According to the information I received from a CSR in the escalated dept., what you described requires a new commitment. If they changed their business process then that's great as it is a "savings" for the consumer. Also, were you sure to specify that you were out of warranty when your R15 dies? If you are still under warranty, there is no commitment extension.

- Merg
I specified that I was out of warranty and the five CSRs actually told me that.

Just for fun I called ATS (advanced tech support), posed the same question, and got the same answer as the five first level CSRs.

I though I read a while ago that there was a court case filed by some state AG regarding companies trying to get consumers to pay to fix company owned equipment.

Perhaps that helped DTV see the light and now they're doing the right, and legal, thing.

Call yourself and see what they say...

IMO $19.95 is a deal for shipping a replacement receiver AND they pay to pick up the dead one so I have no problem with that fee.
 

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I just had my R-15 500 replaced after several problems including shows not recording and not being able to rewind the buffer. I did everything from the red button reset to leaving it unplugged for 45 minutes. I called in and told them what all it was doing and the CSR said that since it was leased that they would send one out and not charge the $19.95 shipping(I not have the protection plan). I got the R-15 300 the next time and my wife uses it more than me and she told me that it was not very responsive, so I played with it and I decided that the remote sensor was bad. I called back and since I was having so much trouble he transfered me to case management, he said they would send me another one with no charge for the shipping. I got the R-15 500 and so far all seems fine.
 

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I just checked my original Commitment Extensions thread and realized that I contradicted myself. Reading it again it states that if you have a leased recevier and it is out of warranty, you are responsible for shipping only and there is no commitment extension. Sorry for any confusion.

- Merg
 

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The Merg said:
I just checked my original Commitment Extensions thread and realized that I contradicted myself. Reading it again it states that if you have a leased recevier and it is out of warranty, you are responsible for shipping only and there is no commitment extension. Sorry for any confusion.

- Merg
Did you actually find something in one of DirecTV's documents that says you won't extend your commitment if your leased receiver breaks down and you pay the S & H charge for a replacement? Most folks say when this happened they got a 2 year commitment "reset".
 
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