[Spike]

RANT BEGINS HERE:
I had Directv install one of their new Media Center HD DVRS on Wednesday of last week. That night I began to notice that the DVR was vibrating so badly against the top of the cabinet, where it was sitting, that I could hear the noise all of the way from the living room into the kitchen. It was not the sound of a "computer" hard drive running. And wasn't the sound of a fan turning to keep the unit cool either. It was a vibration of metal on the top of wood. If I picked the DVR up off of the cabinet, the noise would stop. It was my hope that this noise was only temporary.

Wrong!! The rattling continued into the weekend. I called Directv and asked them to either, please make the vibration stop, or exchange the DVR for something that wouldn't vibrate so badly. I was told to put a towel under the DVR. An exchange wasn't possible. I did that and the ratting continues.

Here is what gets me. I am being asked to fulfill a commitment of 2 yrs for contracting a lease for this NEW piece of equipment. If I were to drop Directv, I would owe them $20 per month for the remaining length of the contract. In addition, I pay a $5 per month equipment fee to guarantee that my equipment works properly. (This is properly?) Directv on the other hand has no obligation and does NOTHING to insure that an obnoxious rattingling sound is put an end to.

I am so incredibly frustrated. Our eyes aren't on the TV any longer. Everyone focuses on the Media Center DVR as it rattles it's way into the kitchen.

One thing is for sure! Tomorrow, I will be calling the Better Business Bureau. I will be reporting Directv, for what I believe is a very poor customer service model.

RANT ENDS HERE

 

[Mike Bertelson]

Putting a towel underneath the DVR is the wrong answer. It could impede air flow under the receiver. I hope you took down the name of the CSR who told you that.

I recommend calling them back and ask to talk to a supervisor. Calmly explain the issue and if possible let him/her hear the vibration over the phone. Such a vibration is definitely abnormal.

I assume you are talking about an HR34. Does it sit flat on the shelf or does it wobble? There shouldn’t be more vibration than what you’d expect from the fan and hard drive and it certainly shouldn't be rattling against the wooden shelf. For that matter, there shouldn’t be any metal contacting the wooden shelf to cause vibrational noise. I should be sitting squarely on four rubber feet. Is there’s something contacting the shelf other than the rubber feet?

Discuss it with DIRECTV. You should be able to get this resolved. Above all, keep calm and courteous on the phone. You’ll get a better response.

Mike

 

[hilmar2k]

You said its vibrating against the top of the cabinet. Is something other than the DVR's feet touching the cabinet? The top of the DVR should not be touching anything.

 

[TBlazer07]

Don't think, other than providing another place to rant, the BBB will do you any good. If the normal channels won't help going through the proper channels with DirecTV should resolve your issue.

http://www.directv.com/DTVAPP/global/contentPageIF.jsp?assetId=P4580012#h:563.518

http://www.bbb.org/us/post/directv-customer-service-fail-5588

 

[Marlin Guy]

You said its vibrating against the top of the cabinet.

No, he didn't.

It was a vibration of metal on the top of wood.

 

[usnret]

What type of shelf is it on Spike? One of those shelves that sit on the 4 prong things? If so, perhaps the shelf isn't square on the prongs. My 34 is on a wooden shelf like that and doesn't shake at all. Just a thought. Perhaps you could provide a picture of the 34 on the shelf. Give the people here a chance to help you before you make the call to BBB.

 

[hilmar2k]

No, he didn't.

Yes, he did.

DVR was vibrating so badly against the top of the cabinet

 

[HoTat2]

You said its vibrating against the top of the cabinet. Is something other than the DVR's feet touching the cabinet? The top of the DVR should not be touching anything.

Well ... unless its something specifically designed to touch the top of a DVR I guess. I have an AM21N sitting atop my HR34 with no vibration noise problem at all.

But on a serious note as I posted to the OP in another thread on this issue, something is very wrong here as my HR34 is whisper quiet. As others have suggested, the OP needs to call DIRECTV back, ask for a supervisor and remain firm but polite in getting the box swapped out.

 

[hilmar2k]

Well ... unless its something specifically designed to touch the top of a DVR I guess. I have an AM21N sitting atop my HR34 with no vibration noise problem at all.

Touche.

I'll revise my statement to say that the top of the DVR should certainly not be touching the cabinet.

 

[Marlin Guy]

Lock the Thread.... QUICKLY! :lol:

 

[Marlin Guy]

Yes, he did.

That night I began to notice that the DVR was vibrating so badly against the top of the cabinet, where it was sitting,

He meant it was vibrating where it was sitting on top of the cabinet. Not that it was wedged against the top of an enclosed space.
:nono2:

 

[hilmar2k]

He meant it was vibrating where it was sitting on top of the cabinet. Not that it was wedged against the top of an enclosed space.
:nono2:

Glad you know exactly what he meant. Sure clears things up. His comment was vague, at best. All I asked for was clarification, so glad you were here to set me straight.

 

[Mike Bertelson]

This is not going to become a pissing match. Either post helpful, on topic info or do not post at all.

I have already deleted some posts and the replies. Do Not make me have to do clean up again.

Mike

 

[MysteryMan]

Glad you know exactly what he meant. Sure clears things up. His comment was vague, at best. All I asked for was clarification, so glad you were here to set me straight.

I agree, the OP's post is vague. Perhaps it would be best if we wait for him to clarify his issue rather than some discerning his thoughts.

 

[hdtvfan0001]

As a standard practice, I would encourage any service user (DirecTV or Dish) to follow a simple and dignified approach to resolving their issues.

Calling anyone's customer service department can be "challenging" at times, depending upon the specific individual attempting to field the call. They can be new/inexperienced, mis-informed, untrained on a topic, or other less-than-helpful state to assist.

For that reason, "when at first you don't succeed..." still applies as the best advice. Introducing additional 3rd parties into the mix rarely ends up helping, unless there is no other recourse.

I'd recommend the OP simply call again, as for a supervisor...calmly explain the problem...and allow that person the opportunity to resolve things. If that fails, then communicating in writing via their website e-mail communications almost guarantees you will have their attention, and also give the means for follow-up if/when necessary.

What I know will NOT result in ultimately getting a problem addressed is venting in a thread. No one who can actually do anything directly to your situation will be listening.

 

[Marlin Guy]

It's pretty clear.

If I picked the DVR up off of the cabinet, the noise would stop.

Spike,
What model receiver do you have?
Would it be feasible to apply some stick-on rubber pads to contact points on the base of the receiver, or is it vibrating so much that they wouldn't help?

 

[RunnerFL]

No, he didn't.

He absolutely did:

That night I began to notice that the DVR was vibrating so badly against the top of the cabinet,

 

[JACKIEGAGA]

Maybe a picture could help us out.

 

[Mike Bertelson]

It's pretty clear.

Spike,
What model receiver do you have?
Would it be feasible to apply some stick-on rubber pads to contact points on the base of the receiver, or is it vibrating so much that they wouldn't help?

That could be a quick fix if one or more of the rubber feet are missing.

I know the OP thinks it's metal on wood but it could be the case itself. If picking it up stops the vibration it could be due to touching the loose part of the case temporarily seating it to the frame.

The fan is on the side of the case so picking it up might also have stopped the noise for the same reason.

I guess we'll have to wait for clarification from the OP to know for sure.

Mike

 

[Barry in Conyers]

Why is the customer service issue being ignored?