Just called D* cutomer retention and kindly insisted upon being forwarded to a "manager." That took some doing, but I was finally sent.
I've been with D* for years, and have been upset about the poor performance of my HR20 to date. I'm extra upset because I paid the "full" price of $299 for the unit. Was curious to see if they would give me a small break on the price due to the issues to date - or atleast let me return the unit. I was professional and nice about it. I obtained mixed results.
1.) Retention completely denied any knowledge of trouble with this unit (even the manager) - they claimed ignorance to the fact that people have been suffering glitches. They recommended that I reformat the unit and start over with the latest firmware (is a reformat really valuable?). Manager was very nice and did want to collect as much information as possible. I gave her a brief history of my problems to date. She also expressed much interest in checking out this forum. I gave her the URL and "dropped" Earl's name as the head honcho with all the info/connections (in an effort to provide validation of the site info quality). She said she would corral the leaders and review the site. She admitted that the site sounded like a well connected source and a great place to find input - thanks EARL!
2.) I paid $299 for the HR20 (nothing else included, I already owned the AT9)
After half an hour of calm discussion all I could squeeze out of the manager was a $140 credit. Fair enough - that'll ease my pain some.
3.) One last intersting point, the manager flat refused to allow me the option of returning the HR20 for full credit of $299 (due to the issues). She claimed that option expired after 7 days or activation of the unit, whichever happens first. This suprised and dissappointed me. The conversation ended amiably.
I've been with D* for years, and have been upset about the poor performance of my HR20 to date. I'm extra upset because I paid the "full" price of $299 for the unit. Was curious to see if they would give me a small break on the price due to the issues to date - or atleast let me return the unit. I was professional and nice about it. I obtained mixed results.
1.) Retention completely denied any knowledge of trouble with this unit (even the manager) - they claimed ignorance to the fact that people have been suffering glitches. They recommended that I reformat the unit and start over with the latest firmware (is a reformat really valuable?). Manager was very nice and did want to collect as much information as possible. I gave her a brief history of my problems to date. She also expressed much interest in checking out this forum. I gave her the URL and "dropped" Earl's name as the head honcho with all the info/connections (in an effort to provide validation of the site info quality). She said she would corral the leaders and review the site. She admitted that the site sounded like a well connected source and a great place to find input - thanks EARL!
2.) I paid $299 for the HR20 (nothing else included, I already owned the AT9)
After half an hour of calm discussion all I could squeeze out of the manager was a $140 credit. Fair enough - that'll ease my pain some.
3.) One last intersting point, the manager flat refused to allow me the option of returning the HR20 for full credit of $299 (due to the issues). She claimed that option expired after 7 days or activation of the unit, whichever happens first. This suprised and dissappointed me. The conversation ended amiably.
