No exchange for broken optical audio output....

[Bullet]

I had to replace a short optical audio cable on my HR22 with a longer 12 ft. cable.
When I unplugged the short one, the plastic housing around it broke. The center flap was broken also. Now the new cable will not snap in snug enough to make good connection.
Too bad for me, DirecTV will not swap it just because of a broken optical audio input. I was told that since the unit has other working audio outputs, they will not swap it. I'm not surprised, but very disappointing just the same.

 

[Davedirectv]

Are you positive the other audio outputs are still working?

 

[wildbill129]

Call them back and tell them it won't power up now. Nothing works at all. They will send you a new one...

 

[Bullet]

It's a shame I have to BS them to get them to resolve this issue. I did explain that the red and white composite audio jack puts out only an analog signall and diminishes the audio quality.

 

[stonecold]

Call them back and tell them it won't power up now. Nothing works at all. They will send you a new one...

That can get him in trouble when they plug it in and it works.

 

[stonecold]

I may try that. It's a shame I have to BS them to get them to resolve this issue. I did explain that the red and white composite audio jack puts out only an analog signall and diminishes the audio quality.

try again try asking for a case manager. Exaplin that the tos link is not working and that is wht you use to power your home theater, surround sound and henc is broken defective equipment. If you have protection plan generally they will swap it out for any minor reason.

 

[Bullet]

Thanks for your input. I'll do that:up

 

[wildbill129]

That can get him in trouble when they plug it in and it works.

Many people I know have sent "dead" boxes back. I have never heard it getting back to the customer. All you would have to say is that something in shipping must have rattled around and it came back on. They cannot prove that it did not work unless they send a tech out.

It's absolutely ridiculous that it should even be this way. 100% of the receiver functions should work. If one fails, it's a lease, and they should replace it. DirecTV wants the lease model, they should stand by it.

 

[sundrop]

Agreed. Especially when one pays the $5 for the protection plan, they typically still have to BS there way to get a replacment. Its not as if D* does not actually want to replace the reciever. They normally do with a little belly-grumble. I just do not feel we should have to cry or bitch to get something we pay for anyways.

 

[Bullet]

I must have somehow been placed on DirevTV sh*t list. I have got nothing but dis-respect in the last 12 months. This TOS link issue is the latest. I called and spoke to a case manager today. I didn't lie about the issue. When asked if the TOS link ever worked correctly, I explained it did until I replaced the old audio cable with a new longer one. I noticed that the center flap was broken and now any cable I try will not connect securely. I was told that the receiver is not eligible for replacement because it did work initially....case closed.

 

[digiblur]

Call back...say the receiver is no longer working. Case re-opened.

Before you send it back hook up 120 volts to the audio outputs Just kidding!!!

 

[Jimbo]

I must have somehow been placed on DirevTV sh*t list. I have got nothing but dis-respect in the last 12 months. This TOS link issue is the latest. I called and spoke to a case manager today. I didn't lie about the issue. When asked if the TOS link ever worked correctly, I explained it did until I replaced the old audio cable with a new longer one. I noticed that the center flap was broken and now any cable I try will not connect securely. I was told that the receiver is not eligible for replacement because it did work initially....case closed.

Of course it worked initially, when it left the testing plant ...

 

[jtwex]

I'm surprised with some small tools that you can't get the remaining piece out. Have you tried breaking out your micro tools to try & remove that stuck piece?

 

[Claude Greiner]

I would just call them up in a week and tell them the thing won't power on. By saying it will not power on, that will get you through all the b.S troubleshooting

Let them send you a replacement unit, and when you send back a working unit there is not a dam thing they can do.

 

[Bullet]

I'm surprised with some small tools that you can't get the remaining piece out. Have you tried breaking out your micro tools to try & remove that stuck piece?

I did get the the center flap out but a small piece of the plastic housing on the bottom of the slot is missing...it must have broke off but I didn't see it.
I unplugged the old cable carefully and noticed that the input was damaged when plugging in the new cable. I've even tried electrical tape around the cable end to make it fit securely with no success. I've been a DirecTV customer for 12 years. I have a premium subscription with MLB, NBA, and NFL.
I am really shocked that they will not correct my equipment issues. I have an HR20-700 that get really hot and loses signal on tuner 1 intermittently for the last 6 months. I switched it out with my receiver in the bedroom....and the HR20 has the same problem...loses signal on tuner 1, it's not a cableing problem. The unit is also well ventalated with no obstructions but runs extremely hot. DirecTV told me that I need to call them right when an error messege appears so they can troubleshoot before they will issue a replacement. I've never seen an error messege. I set it to record a show while I'm away.....no signal, show is blank. A reset temporarily fixes the problem everytime...but damn.

 

[Bullet]

Thanks for all the suggestions. I'm madder then hell and frustrated beyond belief. I'm sure most people get satifactory results...it must be me. I've tried everything I can think of but DirecTV won't budge. Bottom line is I'm happy with my programming, and love my sports. Although I should cancel the service on principal alone, I'll go out and purchase 2 new DVR's and send the broken ones back.

 

[stonecold]

At this point just do what ever it takes to get a replacement Case managment isnt usually such hard jerks.

 

[NickJ]

Broken Toslink Dust Shutters

Here's a page with a report from Toshiba on the problem (more detail than you probably want to know) and also their cable specs. It seems out of spec cables is part of the problem breaking the shutters as well as pulling cables out at an angle rather than straight out.

Toslink Dust Shutter Breakage

If you ask me they are far to weak and we were better off with the old Toslink connectors without dust shutters. After all, when you pulled the little stopper out and lost it you almost always had a cable plugged in where it was so what's the need for dust shutters?

 

[kjlued]

Many people I know have sent "dead" boxes back. I have never heard it getting back to the customer. All you would have to say is that something in shipping must have rattled around and it came back on. They cannot prove that it did not work unless they send a tech out.

It's absolutely ridiculous that it should even be this way. 100% of the receiver functions should work. If one fails, it's a lease, and they should replace it. DirecTV wants the lease model, they should stand by it.

I agree 100%

Even if they do send a tech out, I along with probably every other tech will swap the receiver out.

Why?

#1 we want to keep the customer happy. Sad that sometimes Direct TV does not (unless you get a hold of the right person).
#2 We want to get paid for going out there
#3 we don't want to have to go back out there or get charged back because the customer calls back for another service call
#4 it is no skin off our back to change out a receiver.

That all being said, call them back and and do what stonecold said.

If it doesn't work out for you and you are out of contract, then cancel.
Maybe I shouldn't tell you that, but you should be able to expect your equipment to work properly if you have to pay for it monthly.

 

[kjlued]

Scratch some of what I previously said as D* obviously wants to be jerks.

Call back...say the receiver is no longer working. Case re-opened.

Before you send it back hook up 120 volts to the audio outputs Just kidding!!!

Basically yeah.
Receiver won't come on.
They will either send a new one or a tech.
Either way, it will be replaced.