Let me start first by a little background. I have been a DTV customer for the last 12+ years. I never had a problem with the service, equipment or programming. That all changed 1.5 years ago. I had the DTV Tivo recevier for 7 years. It was doing good until it finally went on the fritz. I called DTV and I was given the R15-500 moder DVR. I started to see it freezing up, rebooting on its own, recording when it wanted, not recording after having it for 3 months. At the 9 month point, I get out of bed and the record and power lights are flashing with a clicking noise coming from the box. I call DTV and went through the scripted troubleshooting and was finally told I needed a new receiver. I asked the CSR could I get a differnet model becasue i had done research on the R15-500 model and it was a crappy unit. He told me he could not guarantee that and I would get a "comparable replacement".
After a few days, the new receiver arrives. Guess what. It is another R15-500 model. I am covered under the protection package so i do not complain. I remove it from the box, install it, call DTV to have it activated and sit back to enjoy. Two weeks later, here come the reboot and freezing screen demons. The third week in my home, the receiver decides to reboot constantly. It has been rebooting since 06JUL2010. I call DTV and they put me throguh the same dog and pony show of troubleshooting and finally decide to send a service tech out. The call was made on 06JUL2010. The earliest they can get a service tech to me is 13JUL2010. I tell the CSR this is not acceptale and I need an earlier date. He tells me he will have to "internally e-mail the local office to try and get an earlier date.
I get a call from the "local office" and they tell me that the can get a servie tech to me on 08JUL2010, today. But it is not guaranteed. Today passes and guess what, no service tech. I get another call today saying that they will try to get another tech to me "as soon as they can, but they cannot guarantee one will be available.
By now, I am beyond frustrated. Here I am paying for DVR service, a leased, broken DVR, the protection package and programming I am not able to use. This is way beyond shoddy service.
After talking to the "local office", I called Verizon and scheduled FiOS service to be installed on 24JUL2010. I will let DTV come out, replace the unit with, no doubt, another R15-500. I might as well keep the service until I switch since I have already paid for it.
As I said earlier, I loved DTV prior to 1.5 years ago. i will not recommend them to anyone due to my recent experience.
After a few days, the new receiver arrives. Guess what. It is another R15-500 model. I am covered under the protection package so i do not complain. I remove it from the box, install it, call DTV to have it activated and sit back to enjoy. Two weeks later, here come the reboot and freezing screen demons. The third week in my home, the receiver decides to reboot constantly. It has been rebooting since 06JUL2010. I call DTV and they put me throguh the same dog and pony show of troubleshooting and finally decide to send a service tech out. The call was made on 06JUL2010. The earliest they can get a service tech to me is 13JUL2010. I tell the CSR this is not acceptale and I need an earlier date. He tells me he will have to "internally e-mail the local office to try and get an earlier date.
I get a call from the "local office" and they tell me that the can get a servie tech to me on 08JUL2010, today. But it is not guaranteed. Today passes and guess what, no service tech. I get another call today saying that they will try to get another tech to me "as soon as they can, but they cannot guarantee one will be available.
By now, I am beyond frustrated. Here I am paying for DVR service, a leased, broken DVR, the protection package and programming I am not able to use. This is way beyond shoddy service.
After talking to the "local office", I called Verizon and scheduled FiOS service to be installed on 24JUL2010. I will let DTV come out, replace the unit with, no doubt, another R15-500. I might as well keep the service until I switch since I have already paid for it.
As I said earlier, I loved DTV prior to 1.5 years ago. i will not recommend them to anyone due to my recent experience.
