[jcormack]

Long story short............
HR20-700 died Sat 8/2, (Storm on 8/1- I do have a UPS) both tuners 771, no signal on either tuner, all SATs. I have an old RCA SD unit that is still working. I remove BBC's, no-joy. Switch the BBCs, still no-go - Try changing to one-tuner config - still bad. Put the two lines to the old RCA unit, both lines have signal. Try Red-button, no-joy. Leave unpowered for 30 minutes, still no SAT signal. Call D*, go through what I did, Rep has me redo everthing again - set up service Tech on 8/12 (first available time) - at this point I am fairly sure the problem is the HR20 - I tell the rep this....she says, yes apears so, but a service tech has to verify - can't ship one out. Take a half day off so I can be there on aft Tuesday 8/12 (I work 1.5 hrs away) Service tech does not arrive until 6:30 pm.....checks SAT signals on the lines - all OK) He agrees the HR20 is bad......he does not have a receiver or a good BBC with him ! ! ! ! He states that He is going to the Pittsburgh office the next day (Wed) to get parts & will be back on Thursday 8/14. But, before he leaves he trys to do a software download, even though the unit says "no signal" This now renders the unit a "brick" and I can no longer view any of the items still on the HD...........8/14 comes and goes, no service tech...won't return calls - 8/15 no service tech - no return calls. Call D* Friday night & they check the Ironwood Schedule & inform me I have been "rescheduled" for Thursday 8/21 - Ironwood has yet to call & confirm this day with us.........With the D* rep on Friday I asked if they could ship out a replacement, as the service tech had determined the unit was bad & was informed that the new policy was NO, it had to be done by Ironwood, as it was now in their system..........

It appears that D* & Ironwood are placing priority on new customers (no surprise here) - but how can a service tech come out with no parts...do they not read the info from D* - or does D* not send out a detailed report ? I also have a problem with the Pitts. Ironwood not calling us back, bad form...........

I will now miss the entire Olympics in HD.......................... Not happy

 

[AirRocker]

Wow... Sorry to hear about that... That is a mess and very aggrivating... If I were you, I would call back again and press that a replacement unit be sent out to you via FedEx w/ a recovery kit... You may also want to try email if you can't get anywhere on the phone... (www.directv.com/email)

 

[jcormack]

I did push to have a replacement unit shipped, but was told twice that their new policy with Ironwood was that once it was in their system they were to handle the repairs - same thing when I first called in - they would not ship a replacement until a service tech verified the unit was bad. At this point I am not pushiing the issue as I will be working out of town Tuesday & Wed, so the earliest I could have fired up a replacement would be Thursday anyway....But, if Ironwood is a no-show again I will be calling for a shipment.

 

[Knon2000]

I did push to have a replacement unit shipped, but was told twice that their new policy with Ironwood was that once it was in their system they were to handle the repairs - same thing when I first called in - they would not ship a replacement until a service tech verified the unit was bad. At this point I am not pushiing the issue as I will be working out of town Tuesday & Wed, so the earliest I could have fired up a replacement would be Thursday anyway....But, if Ironwood is a no-show again I will be calling for a shipment.

Sorry to hear about your problems, but to be honest, this is really not that unusual. I have had a very similar experience, but in my case, the installer lost my workorder, and never showed up the second time to install. All told, it took 37 days to get a reciever replaced. It wasn't too big a deal in my case since I have several recievers, but the principal of it had me steaming. Taking off time from work, only to have a no-show, no-call was beyond infuriating. Once 5:30 came and went, I called up DTV and basically went into rant mode with them, and, well, it did get a reciever shipped out since obviously I was listed to recieve a new reciever. They had to take care of the paperwork, it wasn't going to be my problem, and I let them know that. Kinda made me laugh that the CSR's fein suprise when someone calls in with these kinds of issues. Yah, right, like this never, ever happens

 

[n3ntj]

From my past experiences with Ironwood, I think they stink and don't belong in the satellite system installation business. D* should dump 'em!