DBSTalk Forum banner
1 - 20 of 20 Posts

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #1 ·
Let me first state that I'm been a customer for a little over a year and have been absolutely thrilled with the product so far. That said, I have been having an issue with my HR20-700 HD DVR that is driving me insane.

I originally signed up for DirecTV at my previous residence. They came out, installed the dish, boxes, cables, etc. Last July, I moved into a new apartment that had DirecTV service as part of a MDU (served by DirectPLUS). This is part of the problem as you'll soon see.

About three weeks ago, my DVR started pausing, freezing up, and generally became 'glitchy'. I live in Miami so bad storms aren't uncommon, initially I chalked it up to the weather during the recording. However the problem seemed to get progressively worse and eventually the issue would even occur if I paused/RW/FFW live TV.

I first called DirecTV on Monday and they walked me through the over-the-phone basics of resetting the box, checking the connections, etc, but nothing worked. They told me that I would need a service call, but since I lived in an MDU, DirectPLUS would need to be the one to perform it. No problem, called up DirectPLUS, set up an appointment for Wednesday and left work for a few hours in order to meet them for the service call.

The DirectPLUS technician came into the apartment, took one look at the box and said that he couldn't do anything since I got the box from DirecTV. This was annoying (I just took a few hrs off of work to meet him there), but what could I do. I called up DirecTV and updated them on the situation. CSR wanted me to reformat the hard drive as a last ditch solution and if that didn't work, they would send me a new box. I had to get back to work so I thanked her, told her I would do it that first thing this evening and call back if it didn't fix the problem.

That evening, I reformat the hard drive and record a couple of shows -- nothing. Problem is still there so I call DirecTV back. I explain the story (again) and how I was hoping they could ship out the new box out, but this CSR informs me that they can't do that without a service call (apologized for the misinformation the previous CSR gave me). Now keep in mind, they can't do the service call for the service company that can't service the box! :mad:

The next day, I get DirectPLUS (MDU service provider) and DirecTV on the phone together and explain the situation (again). I point out that DirectPLUS won't service the box because they didn't provide it and DirecTV won't enter the building because they aren't the MDU service provider. DirecPLUS eventually agrees to let DireceTV enter the building and DirecTV agreed to check out the box they provided. They also set up the appointment at this time for Sunday, 8am - 12p.

Sunday rolls around and no one shows up. Eventually, around 12:20, I get a call from the technician saying he can't enter the building. I'm more than a little annoyed at this point, but he refuses to come inside. I call DirecTV back and explain the story to THREE different CSRs/Supervisors (again, again, and again!) over the course of 2 hours! All of them give me the same answer, they aren't the ones to fix the problem, DirectPLUS has to do it. I shouldn't have, but I was pretty steamed at this point and kind of lost my temper with them.

Today, I come into work and get DirectPLUS and DirecTV on a conference call to get the problem fixed. I explain the situation (AGAIN!) and they started telling each that the other was responsible for fixing the problem.

We were eventually transferred over to a "resolution specialist" at DirecTV. Adding a new wrinkle to situation and instead of arguing who should replace it, the specialist offered to get me a new HD DVR...for $150. Considering the aggravation and time I've wasted, I repeatedly asked for the box to be replaced at no cost. The DirectPLUS representative on the phone was even arguing on my behalf at this point.

I have four HD boxes, two of which are HD DVRs. I subscribe to every basic channel, movie channel, Sports Pack, HD Extra Pack, NFL Sunday Ticket (+ Superfan), MLB Extra Innings (+ Superfan), NHL Center Ice, and NBA League Pass. Basically, if I got a liquor license, I could open up a sports bar in my apartment. With all the equipment and packages, I probably pay over $2,500/year (slightly less the first year with the special deal I signed up for). I feel this shabby treatment is undeserved and am really annoyed with both companies at the moment...although mainly DirecTV. And my DVR is still on the fritz!
 

·
Godfather
Joined
·
354 Posts
Were I in this situation there would be a simple fix: Go to Bestbuy, another bigbox or shop online and obtain a new DVR. Connect it in place of the defective unit. Call Directv, deactivate the defective unit, activate the new one. Yes, I am out some money, but I don't have to take time off from work or work through the "trouble is leaving here fine" hassle.
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #4 ·
eakes said:
Were I in this situation there would be a simple fix: Go to Bestbuy, another bigbox or shop online and obtain a new DVR. Connect it in place of the defective unit. Call Directv, deactivate the defective unit, activate the new one. Yes, I am out some money, but I don't have to take time off from work or work through the "trouble is leaving here fine" hassle.
Yeah, but if I go to Best Buy or something, I'll be out even more money because I have this problem where I can't leave without buying an expensive toy in that place. :p
 

·
Hall Of Fame
Joined
·
4,266 Posts
Here's what I would do. First, try calling D* again, but at the voice prompt, say "cancel service". This will connect you to the customer retention department that is staffed with better-trained CSR's with more authority. Do NOT threaten to cancel!!! Calmly explain your situation and what you have gone through. Ask for help and let the CSR know that he or she is really your last hope in getting this resolved. Be nice and polite. You will likely get a satisfactory resolution. If not, contact the VP of Customer Service: [email protected]
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #6 ·
So a quick update.

Re-reading my first post, don't think I was clear before, but I should mention I declined the resolution specialist's "$150" offer and kind of left it at that. Told them I had to think about what I was going to do as thoughts of cancellation entered my thinking.

So a little while later, I received a email bill for the new receiver that was shipping! The very one I had declined! After banging my head on my desk a few times, I called up DirecTV. Again.

When I got through to the CSR (the elevator music is particularly irritating at this point), I calmly and politely apologized in advance for any yelling (thankfully I remained calm the whole time), that it was the whole situation and obviously not him. I then explained the story (again!) adding that I just received a bill for something I had declined.

He apologized profusely (which after all these calls, was ringing pretty hallow as you can imagine) and asked me to hold for a few minutes. When he came back, he again apologized and offered to remove the charges completely and send the new receiver! :eek2: :eek2: :eek2:

I don't know if I just got someone who actually tried to help me or the billing issue triggered something more serious, but to be honest, I'm just happy that the issue appears to be getting resolved! I just wanted equipment that works properly! I thanked him repeatedly, FINALLY someone had actually helped me out instead of transferring me, 'understanding' my frustration (but not doing anything about it), telling me the 'system won't let him', or just flat out passing the buck to the other company!

Now we'll see in a few days if everything is indeed settled, but at the moment, I'm a lot more optimistic than I was a few hours ago. I'll keep you updated. God, I love the product, but the other aspects make me want to pull out my hair sometimes!

Also, thank you to those that PM'd me with advice, much appreciated.
 

·
AllStar
Joined
·
98 Posts
Please keep us posted. I originally signed up for D* while not in an MDU. Moved to an MDU, and called D* to get an upgraded HR21. (had a HR10-250 previously). I paid $99 i think and got an AM-21 as well. Building got 5LNB upgraded and I was having some issues with my HR21. Basically got the same run-around as you:neither party would replace my HR. When my MDU serviced my unit, it turned out to be an overloaded SWM8 and my HR was fine. But, I am still worried about what would happen if my HR21 poops out since both claimed it was the others responsibility.

Keep me posted.
 

·
Legend
Joined
·
143 Posts
I guess it would just be salt in the wound to say that the replacement DVR you will receive is probably a refurb'ed unit. You may already know this if you've read these forums at all. Good luck.
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #11 ·
David MacLeod said:
I really hope it works, sometimes you get a csr that goes out of their way (compared to others) to help and that does help make it a little easier.
Agreed. The ones I spoke with yesterday were terrible ("I understand your frustration, sir, but we can't do anything about it"), but the last one actually listened to the problem and found a solution. Unfortunately, few and far btwn, but there are some good ones in there I guess.

qwsxz said:
Please keep us posted. I originally signed up for D* while not in an MDU. Moved to an MDU, and called D* to get an upgraded HR21. (had a HR10-250 previously). I paid $99 i think and got an AM-21 as well. Building got 5LNB upgraded and I was having some issues with my HR21. Basically got the same run-around as you:neither party would replace my HR. When my MDU serviced my unit, it turned out to be an overloaded SWM8 and my HR was fine. But, I am still worried about what would happen if my HR21 poops out since both claimed it was the others responsibility.

Keep me posted.
The funny part was that the ability to get DTV was my one 'veto' issue in the whole apartment hunt with my girlfriend. Aside from being an HD snob :)D ), I'm a NY transplant so I need my sport packages to watch my teams (Big Blue, Yanks, Isles, Knicks) Initially, I needed something with a southern view, but when I found my current building, it had an amazing ocean view AND DTV was the TV provider so things seemed perfect. Aside from some minor hiccups with the account transfer (they never seem to make a note that they opened a new acct for me at the MDU and always ask why I have two accts!), things have been pretty smooth for the most part.

I'll let you know how it pans out.

stephenC said:
I guess it would just be salt in the wound to say that the replacement DVR you will receive is probably a refurb'ed unit. You may already know this if you've read these forums at all. Good luck.
True, but if it works, it's better than the non-working one I have now. :p

bobnielsen said:
These episodes indicate to me that the MDU business model is severely broken. Maybe Directv should take over the operators, as they appear to be doing with HSPs.
The thing that baffled me was that DTV seemingly never encountered this problem before. I can't be the first DTV subscriber to move into an MDU and have an equipment issue.

The other problem is that you get a different answer every time you call DTV. My MDU service at least had the same answer every time ("you got the receiver from DTV, they have to service it"). At various times throughout this ordeal, DTV has walked me through basics (RBR, signal strength, etc), told me they would just send a new one, told me they aren't allowed to send a new one, told me the system won't let them send a new one, told me that it isn't an issue they can handle, offered to sell me discounted units (you can't service the one you sold me, but you can still sell me a new one?), etc. Very frustrating.
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #13 ·
dothdewman said:
I can tell you what to do you have to cancel you D* account, then sign up with directplus, that is all you can do to get the proper service where you are living
Ahh, but I had a two year service agreement and I'm sure DTV would charge me for "cancelling early" and then DirectPLUS would charge me an installation fee as a "new subscriber" (when all that was needed was to plug the boxes into the wall).

:p

In this specific case though, I don't think it would have made a difference since DirectPLUS still refused to service the receiver because I got it from DTV. I wasn't about to replace all my receivers with the DirectPLUS receivers when I moved in...mainly because they're the exact same as DirecTV receivers and I already paid to lease them.
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #15 ·
Another update...

Things have gotten a little confusing, but not necessarily in a bad way. If you recall on Monday, after all the back and forth, a DTV CSR eventually offered to send me a replacement HD DVR. This is where things get weird. Later the same day, I received a call from my building saying I had a package that was just delivered. Wasn't sure what it was since I didn't recall order anything the previous week.

I get home, sign for package and they bring out a box from DTV. When I finally get it opened, it's a refurbished HD DVR (HR20-100)! Could this be the one they said they would send a few hours earlier? Had DTV just told DirectPLUS to go drop it off quick? Did one of the CSRs that said they couldn't send one last week, just send one anyway? Is there another one coming?

Don't know yet, like I said, a little weird, but I'll update everyone again soon. At the moment, at least I have a receiver that works!! :D
 

·
DaBears
Joined
·
6,085 Posts
Law said:
Another update...

Things have gotten a little confusing, but not necessarily in a bad way. If you recall on Monday, after all the back and forth, a DTV CSR eventually offered to send me a replacement HD DVR. This is where things get weird. Later the same day, I received a call from my building saying I had a package that was just delivered. Wasn't sure what it was since I didn't recall order anything the previous week.

I get home, sign for package and they bring out a box from DTV. When I finally get it opened, it's a refurbished HD DVR (HR20-100)! Could this be the one they said they would send a few hours earlier? Had DTV just told DirectPLUS to go drop it off quick? Did one of the CSRs that said they couldn't send one last week, just send one anyway? Is there another one coming?

Don't know yet, like I said, a little weird, but I'll update everyone again soon. At the moment, at least I have a receiver that works!! :D
Sounds like someone else ordered you an ERP as they go out FED EX 2 day deliver. Check your account online and click on orders. You will see the erp's that are ordered. My guess is you have another one coming or the rep you talked to saw this and just said they were going to do it knowing it was already on it's way.
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #18 ·
Sorry, took a few days to get back here with an update (family in town visiting).

As those reading may recall, after my frustrating back and forth with numerous CSRs (and companies!), DTV finally agreed and sent a refurbished HD DVR the same day :)confused: ). That caused a little confusion (did they have the DirectPLUS run one over, had they already ordered?).

Well, later that week, another package arrives and you guessed it -- another refurbished DVR. :lol: After thinking about it for a minute -- and deciding I didn't care -- I hooked it up, called them up, and had it activated.

So after all that aggravation, I now have 3 HD DVRs rolling.

Well, until one of them is on the fritz again. ;)
 

·
Cool Member
Joined
·
13 Posts
Discussion Starter · #20 ·
Shades228 said:
If you don't return 2 of the 3 you will be charged a non return fee.
Funny you mention this. They didn't provide the return boxes when they shipped either DVR so I specifically asked for a couple when I activated the receivers.

Still haven't received them.

So yeah, you're probably right, I'll be charged for it soon. :p
 
1 - 20 of 20 Posts
This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.
Top