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AllStar
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Discussion Starter · #1 ·
For what it's worth..

I called customer service yesterday to report a problem with the OTA tuner on my HR20. OTA#1 booms in great on all channels, OTA#2 gets very little (if any signal).. Based on a previous post, I was expecting to have to replace the HR20.

However, after having me run some tests, the CSR took about 3 or 4 minutes to look up information. When she came back, she said that I should have a software update coming this month that will correct this problem. I asked "When you say 'this month', do you mean the next few days of September, or do you mean October?" she said September..

Anyway, I know that CSR info isn't always reliable, but I do know that there are signs in the CE forum that a new NR might be close. Just thought you guys might like to know..
 

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Hall Of Fame
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Anyone have any info on what else might be in the update?
 

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Hall Of Fame
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I just called the VP of CS office and had them check for a release and he was unable to find any release for the HR20. He did say that are working in it but that once its done it has to be approved by the FCC and then is released by time zone. There is no date set for the fix as of yet.
 

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joshjr said:
I just called the VP of CS office and had them check for a release and he was unable to find any release for the HR20. He did say that are working in it but that once its done it has to be approved by the FCC and then is released by time zone. There is no date set for the fix as of yet.
Approved by the FCC???
 

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Hall Of Fame
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joshjr said:
I just called the VP of CS office and had them check for a release and he was unable to find any release for the HR20. He did say that are working in it but that once its done it has to be approved by the FCC and then is released by time zone. There is no date set for the fix as of yet.
paulman182 said:
Approved by the FCC???
VP is working on a Sunday?
 

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Godfather
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paulman182 said:
Approved by the FCC???
fluffybear said:
VP is working on a Sunday?
Guys, I just talked to Roger Rabbit, "Master Almighty of All that is Good and Right AND D* chairperson, to boot, and he said the "Department of Flakes and Nuts" was already in progress in approving the next NR, so there! !Devil_lol

What do you mean that my story has "credibility issues?" :D

Here's hoping that UFO will stop past again tonight so I can go for another ride. :lol:
 

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fluffybear said:
VP is working on a Sunday?
Basically I have never talked to him/her but there are others that work in the VP office that field calls all day. Yes they work on Sundays. If you dont believe me then I will give you the number and you can call it this sunday.
 

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paulman182 said:
Approved by the FCC???
I was not sure what he meant by that either but thats what he said.
 

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joshjr said:
Basically I have never talked to him/her but there are others that work in the VP office that field calls all day. Yes they work on Sundays. If you dont believe me then I will give you the number and you can call it this sunday.
Don't get me wrong, just I have never known an executive in any major corporation to work on a Sunday (or any other day of the week for that matter :p )
 

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fluffybear said:
Don't get me wrong, just I have never known an executive in any major corporation to work on a Sunday (or any other day of the week for that matter :p )
My guess is the "executive" herself does not work on Sundays, but the staff of CSR's whose job it is to handle critical customer issues does. In fact, I doubt the CSR's that claim to work in the VP's office are actually anywhere near the VP. They are probably just better trained CSR's with more authority who exist to handle problem issues. Saying that they are in the "Office of the VP" makes the customer feel like their problem is being treated with more importance. I'm not saying this is a bad thing, just that this is a common practice in the world of customer support.
 

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fluffybear said:
Don't get me wrong, just I have never known an executive in any major corporation to work on a Sunday (or any other day of the week for that matter :p )
It did say the "VP of CS office" was called, so it was a little Yoda-esque, but I took it to mean he called the office of the VP, not the actual VP ... :p
 

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DaBears
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rudeney said:
My guess is the "executive" herself does not work on Sundays, but the staff of CSR's whose job it is to handle critical customer issues does. In fact, I doubt the CSR's that claim to work in the VP's office are actually anywhere near the VP. They are probably just better trained CSR's with more authority who exist to handle problem issues. Saying that they are in the "Office of the VP" makes the customer feel like their problem is being treated with more importance. I'm not saying this is a bad thing, just that this is a common practice in the world of customer support.
+1
 

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rudeney said:
My guess is the "executive" herself does not work on Sundays, but the staff of CSR's whose job it is to handle critical customer issues does. In fact, I doubt the CSR's that claim to work in the VP's office are actually anywhere near the VP. They are probably just better trained CSR's with more authority who exist to handle problem issues. Saying that they are in the "Office of the VP" makes the customer feel like their problem is being treated with more importance. I'm not saying this is a bad thing, just that this is a common practice in the world of customer support.
I can say that I have emailed the VP and that I have had calls back from people supposedly that work in the office of the VP. They have given phone numbers that match what I have and I am able to get ahold of them by calling back. They are always more intelligent and are much more professional.

As a matter of fact last week I was trying to send them a email that I had recieved about an offer no one at D* knew about. I was told they dont get incoming emails. I sent the email to the VP with the name and id number of the person I had been working with and I got a call within a few hours. I am not saying they do work in the office of the VP or for him but they are alot more helpful and always answer the phone by saying Thank You For Calling The office of The President How Can I help You.
 
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