I'm a long time customer with HR44-200 and HR 24-500 receivers. The HR24 is probably 20 years old and now can only be turned on with a red button reset. Five days ago, I called DIRECTV Customer Service and after explaining the problem, the CSR said they would send me a Genie Client to replace the HR24 since that model is now obsolete.
Today I received a Genie Client box in the mail but the box only contained a new remote control - no Genie Client. Either the shipping department forgot to put the Genie in the box or someone stole the receiver as it was being shipped. I once again called DIRECTV Customer Service and said I had an equipment issue. After spending 15 minutes on the phone with a CSR explaining the missing Genie problem, the representative said he was in the Billing Department and would have to transfer me to Technical Support. After being transferred, I started again with an explanation and this new person kept putting me on hold as she was obviously consulting with another CSR. She finally said the solution was to replace the HR24 with an HR54. From reading this FORUM every day, I know that that an HR44 and an HR54 are not allowed together and I told her so. She consulted again and finally said she would order another Genie Client to replace the missing one without charge. We will see what comes in the mail.
Sorry for the long Customer Service rant but I do have a question. If the CSR had sent the HR54, would the HR44 and HR54 receivers work together? Are they not permitted together due to a technical issue or Is that simply a DIRECTV policy to not allow a customer to have both? The reason I ask is that I will lose the ability to record 2 shows without the HR24 and maybe should have let her send the HR54. . Thanks for any help.
Today I received a Genie Client box in the mail but the box only contained a new remote control - no Genie Client. Either the shipping department forgot to put the Genie in the box or someone stole the receiver as it was being shipped. I once again called DIRECTV Customer Service and said I had an equipment issue. After spending 15 minutes on the phone with a CSR explaining the missing Genie problem, the representative said he was in the Billing Department and would have to transfer me to Technical Support. After being transferred, I started again with an explanation and this new person kept putting me on hold as she was obviously consulting with another CSR. She finally said the solution was to replace the HR24 with an HR54. From reading this FORUM every day, I know that that an HR44 and an HR54 are not allowed together and I told her so. She consulted again and finally said she would order another Genie Client to replace the missing one without charge. We will see what comes in the mail.
Sorry for the long Customer Service rant but I do have a question. If the CSR had sent the HR54, would the HR44 and HR54 receivers work together? Are they not permitted together due to a technical issue or Is that simply a DIRECTV policy to not allow a customer to have both? The reason I ask is that I will lose the ability to record 2 shows without the HR24 and maybe should have let her send the HR54. . Thanks for any help.
