Not too pleased with DirecTV service

[nuzzy]

I had an R16-300 that died on me. It was connected to a SWM switch. They sent me the replacement which was an R15-100, which isn't compatible. It took me three hours on the phone with a "tech" who didn't know that. He said they would note to send me out an R16 ASAP. I asked if he could note for me to get an R-22 for the inconvenience. He said "no problem". This was Friday and he said I should have it by Tuesday. I never got it. After calling today I find out that no order had ever been placed!!!! They said they would place the order and that "hopefully" I would have it by next Wednesday. I wasn't too pleased...I hope my service doesn't always end up like this

 

[armchair]

Did you check your D* web account for shipping status?

If you're not registered, it would be a good thing to have access to your account. I recently had to have B Band Converters replaced and D* told me it would 5 business days but my account showed a shipping status for 2 business days which was correct. shipping status was updated Monday; I had called Sunday morning.

I hear it's good to check at your sub anniversary date for free-views so you don't miss out on them.

If you ever get a CSR to budge and concede something to you, it's best to get an OP ID and first name and note the date. They will be sure to note your account, if you have that information. This is true for E* as well.

 

[jdspencer]

Is you dish the SWMSLimeline? Or do you have the SWM8 switch connected to a 4 output Slimline dish? If the former, then you did get a messed up order. If the latter, then you could bypass the SWM8 to get the R15 working. At least until the R16 or R22 arrives.

Once this mess gets fixed, you should be pleased with DirecTV.

 

[Joe Diamond]

This is a low level screw up. Most transactions just happen. Some of the screw ups arrive here for
dissection.

Make sure they don't try to charge you for the incorrect receiver they sent.

You are not wrong to worry...watch your account. Report back when all is well again.

Joe

 

[scoop8]

I recently had to have B Band Converters replaced....

What is the symptom if a B Band Converter goes bad? Is that what allows our local HD channels to be viewed in HD?

 

[jcrandall]

B Band converters are used for non-swm setups in HD configs.

If you have an R16, you would need to upgrade to a new HD DVR, like an HR21/HR22/HR23.

The R series can't do HD.

 

[armchair]

What is the symptom if a B Band Converter goes bad? Is that what allows our local HD channels to be viewed in HD?

The new HD channels require BBC's if not using SWM (HR23 does not require them either).

Anyway, my first clue was that I was failing system test for one of the tuners after a restart and signal check showed good signal for 101 but failed 99 & 103 for the tuner where BBC was connected. Directv sent 4 replacements because I was getting intermittent failures on my other HR22 but it may be s/w related. But it's a good just in case I need them in the future.

My bad BBC was only two months in use when it went bad. Swapping it around only moved the failure to the other tuner.

 

[scoop8]

Jason, Armchair,

Thanks. I cheated and Googled this info since I didn't want to ask what "SWM" is and get laughed off the Bd for a stupid question :haha

SWM=Single Wire Multi-switch

It allows you to run one line to an HR20/21 and use both tuners.

You can also run one line and add a splitter to hook up more than one receiver.

It works with the HR20, HR21, H21, H20, D12, and it will work with the R16 (SD DVR) when ever that comes out.

In you guy's experience, are the BBC's a high-failure component?

 

[Jimbo]

Jason, Armchair,

Thanks. I cheated and Googled this info since I didn't want to ask what "SWM" is and get laughed off the Bd for a stupid question :haha



In you guy's experience, are the BBC's a high-failure component?

I think the rate of BBC failure is very low, I don't think I've had to replace any after I first got my BBC's.

 

[Ronnie-]

I think the rate of BBC failure is very low, I don't think I've had to replace any after I first got my BBC's.

I think the first batches of these things failed alot more than the later ones. Or so I have been told. Personally, I have not had any problems with them until these last few got hit by lightning (hardly the fault of the component)

 

[nuzzy]

just an update - STILL no $%^&* box sent out to me!!!! What a bunch of arses!!! To say I'm P.O.'ed is an UNDERSTATEMENT!!!!!!

 

[nuzzy]

Just got off the phone with a D* supervisor. She said no box still has not been ordered. I told her that I was supposed to get a R22 because the R15 wasn't compatible with the SWM. She said that it was impossible to order a specific receiver and that I would have to purchase a specific one.

Does anyone know if this is true and if so will they reimburse me for the cost of purchasing one?

 

[raoul5788]

just an update - STILL no $%^&* box sent out to me!!!! What a bunch of arses!!! To say I'm P.O.'ed is an UNDERSTATEMENT!!!!!!

In your first post in this thread you said you expected a replacement by Wednesday. Now you are upset that it hasn't come by today?

 

[nuzzy]

no - upset that the order was still never placed

 

[RACJ2]

Just got off the phone with a D* supervisor. She said no box still has not been ordered. I told her that I was supposed to get a R22 because the R15 wasn't compatible with the SWM. She said that it was impossible to order a specific receiver and that I would have to purchase a specific one.
Does anyone know if this is true and if so will they reimburse me for the cost of purchasing one?

That response is ridiculous. To answer your question, they will sometimes reimburse you, but I would try to get that confirmed before I bought one.

You should escalate this by emailing Ellen Filipiak ellen.filipiak@directv.com who is someone that handles issues like this. Don't be abusive, just explain your position and the fact that you should be sent a receiver that is compatible with a SWM set up.

 

[rad]

That response is ridiculous. To answer your question, they will sometimes reimburse you, but I would try to get that confirmed before I bought one.

You should escalate this by emailing Ellen Filipiak ellen.filipiak@directv.com who is someone that handles issues like this. Don't be abusive, just explain your position and the fact that you should be sent a receiver that is compatible with a SWM set up.

I wanted a H21, not a free H20 (already had one of those in the closet), for the network connection. I called, talked to a rep and explaned what I needed a why and since the DirecTV web site said I could get a free HD receiver would they credit my account the $99 if I went and purchased one, they went off and checked, said yes they would and there would be notes in the account when I called to activate.

Went to BB, picked up a H21-200, and before I even opened the box I called to activate it, just incase there was a CSR fibbing a bit, to make sure I'd get the credit, the CSR said they couldn't do the credit but transferred me to someone that could, set up a $34/month credit for 3 months, only after that I opened the box and activated it since once activated it's on the 2 year commitment and you can't return it for credit.

 

[raoul5788]

no - upset that the order was still never placed

How do you know? It's not Wednesday yet. Did you call them?

Edit: Sorry, I missed your post #12. You are right, you should be upset.

 

[vurbano]

Just got off the phone with a D* supervisor. She said no box still has not been ordered. I told her that I was supposed to get a R22 because the R15 wasn't compatible with the SWM. She said that it was impossible to order a specific receiver and that I would have to purchase a specific one.

Does anyone know if this is true and if so will they reimburse me for the cost of purchasing one?

Wait till you quit and they hold YOUR money 6-8 weeks.

 

[nuzzy]

Thanks RACJ2. My email to Ellen orpmpted a phonecall from D*'s escalation group who said they have a direct pipeline into the warehouse and processed my order. I should have the box by Friday or Saturday.

 

[nuzzy]

Got my R22 yesterday and all is good now. Thanks again RACJ2!