Contributor
Defective receivers are not being replaced even with protection plan!
I have spent countless hours on hold with cust serv reps trying to have 3 of the old receivers replaced that are not working most of the time. We have a total of 5 receivers. 2 have been replaced by HD DVRs and a new HD satellite dish has been installed. We have the monthly protection plan and were told to wait until we received notification that the old receivers were being replaced by HD receivers or call if the old receivers failed/became defective. All three are not working properly and only receive the sat signal for a short period of time after being reset and/or rebooted. We finally got an email regarding the replacement which said "on us". We have called on several occasions and were told by numerous reps -- "Victoria in Pennsylvania" "William, Victoria's supervisor" and so many others who barely spoke english -- all of whom gave us appts and assured us that techs would bring the replacement HD receivers with them. Twice the techs said their orders were for servicing and that they did not have replacement receivers with them and that we would need to do an upgrade. We have 7 tv's and 5 receivers -- we DO NOT want the genie system because we do not want the overlap of recording and/or reception. WE JUST WANT 3 REPLACEMENT HD RECEIVERS TO REPLACE OUR OLDER DEFECTIVE RECEIVERS. We have had Directv for almost 30 years, paying $255 a month -- so easy on your part -- mail them to us, send a tech to activate them -- at no charge to us -- we have been paying the protection plan fee for many years! We will need to get some legal advise if this situation is not taken care of immediately! No excuse for this lack of service on your part!
litzdog911
ACE - Sage
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46.4K Messages
6 years ago
What are the model numbers of your Receivers and DVRs?
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nabukl
ACE - Professor
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2.3K Messages
6 years ago
You actually need a swap order not a replacement order due to the mpeg2 shutdown, normally your ad receivers would be "replaced" but because of them becoming obsolete they can't be replaced only swapped, huge difference in the ordering system between an upgrade, swap and replacement, 3 completely different orders and instructions for the tech as to what to do onsite.
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nabukl
ACE - Professor
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2.3K Messages
6 years ago
You actually need a swap order not a replacement order due to the mpeg2 shutdown, normally your ad receivers would be "replaced" but because of them becoming obsolete they can't be replaced only swapped, huge difference in the ordering system between an upgrade, swap and replacement, 3 completely different orders and instructions for the tech as to what to do onsite. Also the different work order types tell the system what to do once the work order is complete like waiving a fee or adding a fee etc.. sometimes the ordering system will force certain equipment offers so a swap order might be forcing a genie and mini.
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cachetv
Contributor
6 years ago
1) HD DVR -- Model #HR24-500
2) HD DVR -- Model #HR24-500
3) Old Receiver -- Model #D12-100
4) Old Receiver -- Model #D12-100
5) Old Receiver -- Model #D12-100
HD Satellite Dish
We have been emailed a notice that service will not be provided on the old
receivers
after July 2020. We do not want the genie system -- just three HD
receivers to replace
the old receivers!
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cachetv
Contributor
6 years ago
been thru trying to get this done.
Meanwhile we have 3 old receivers in varying stages of not working. No one
has suggested a "swap order."
We have been told repeatedly that the techs will come, with the HD
receivers and replace the old non-working
receivers. The techs come on what they call a service order and never have
replacement receivers in the
truck. Extremely frustrating, especially when we're paying full price and
not receiving the appropriate service.
In addition, in our area we have lost 3 local channels with the promise
that other local channels will probably go
away and we had to buy an antenna to get those channels but are still
paying directv for them. It just keeps
getting worse.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Call DirecTV and when you get the voice system say "cancel" so you get routed to a retention agent who should be more experienced then a front-line agent. From what you mentioned, the prior agents weren't placing a MPEG swap order, or even a normal upgrade order, but were just schedule a service call that you only do to repair existing equipment. I would submit a complaint on the prior agent as they need retraining.
Request the complimentary MPEG swap of the D12s. Since they are mixed with HR24s, you should receive a Genie (HR44 or HR54) and 2 Mini Genie Clients. If you don't already have it, you should gain Whole Home DVR service. Normally that is $3 monthly, but because of the required swap it may be credited for so long. But it does allow each box to watch the recordings from every HDDVR that you have.
Do NOT let any agent order a Genie-2 (HS17) upgrade as that would be a downgrade to your setup as it forbids HDDVRs and instead only allows Clients.
And you keep both of your HR24s since they work with the Genie.
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