So, I've been with DTV since Sept. 07. Have had the HR21 since '08. Was offered the upgrade equipment deal a few weeks back so I took a chance in the hopes of getting a new HR24. They sent me a refurbished HR21, so I sent it back. Then proceeded to buy a new HR24 from Solid Signal, and also got DTV to issue me a $100 bill credit. Got the HR24 last week and while I was activating it, I decided to just set up an appointment to have the old HR21 installed in my bedroom, which had no DTV access. Service was set for yesterday between 8-12, and that's where things went sour...
My bedroom already had a coaxial outlet. I live in a townhouse, so all the wiring was in my crawlspace, so I assumed it would be a fairly simple job. Tech arrives at 9. At 1pm, he leaves, and NOTHING has been done. I don't even know how the time went by, but I had the same setup as I did on Saturday.
I was still on the old DVR setup with 2 lines running to the box. For some reason, this tech was just flabbergasted at my entire setup. And when he showed up, he definitely seemed like he was new, so I had a feeling I'd be in for a long day. On top of this, when we booted up the HR21, it suddenly had a hard drive failure, which made things even worse. He didn't have any equipment with him to replace it. So after hour 3 had passed, he went to his truck to call his supervisor to let him know what was going on. 40 MINUTES PASS, and then he finally comes back to the house. And then tells me the solution. So I'm guessing he called for help. But nothing was done since I now had a dead box. So the plan was to bring me a replacement today and get hooked up. And that's when things worked out.
Luckily, a different tech arrived and with him was another brand new HR24. He quickly went to my dish and converted it to SWiM. Now I have my HR24 downstairs with 1 cable, and a new HR24 in the bedroom with 1 cable. A night and day difference vs Sunday's experience.
So basically, a bad tech + a bad DVR gets me a brand new DVR and the service I wanted on Sunday. And this shows that they do make things right if there is an issue that occurs. In my experience, they definitely have top of the line customer service and is one of the reasons why I would never, ever switch back to Time Warner Cable.
My bedroom already had a coaxial outlet. I live in a townhouse, so all the wiring was in my crawlspace, so I assumed it would be a fairly simple job. Tech arrives at 9. At 1pm, he leaves, and NOTHING has been done. I don't even know how the time went by, but I had the same setup as I did on Saturday.
I was still on the old DVR setup with 2 lines running to the box. For some reason, this tech was just flabbergasted at my entire setup. And when he showed up, he definitely seemed like he was new, so I had a feeling I'd be in for a long day. On top of this, when we booted up the HR21, it suddenly had a hard drive failure, which made things even worse. He didn't have any equipment with him to replace it. So after hour 3 had passed, he went to his truck to call his supervisor to let him know what was going on. 40 MINUTES PASS, and then he finally comes back to the house. And then tells me the solution. So I'm guessing he called for help. But nothing was done since I now had a dead box. So the plan was to bring me a replacement today and get hooked up. And that's when things worked out.
Luckily, a different tech arrived and with him was another brand new HR24. He quickly went to my dish and converted it to SWiM. Now I have my HR24 downstairs with 1 cable, and a new HR24 in the bedroom with 1 cable. A night and day difference vs Sunday's experience.
So basically, a bad tech + a bad DVR gets me a brand new DVR and the service I wanted on Sunday. And this shows that they do make things right if there is an issue that occurs. In my experience, they definitely have top of the line customer service and is one of the reasons why I would never, ever switch back to Time Warner Cable.
