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3 Messages

Tuesday, May 7th, 2024 11:01 AM

Had defective HR54-200, keep getting REfurbished HR54-700's?

Had a HR54-200 (2016 dated) that went Defective. Specifically asked for and was told by the agent I would get a Brand NEW HR54. When it came it was a HR54-700 (2018 dated) that had a white REfurbished sticker on back! Called again and was assured the next one would be brand NEW and not refurbished. Second one came and again was still another REfurbished HR54-700 (2019 dated)! Doesn't DTV have any Brand NEW HR54's available anymore and WHY are so many of them REfurbished and what does that exactly entail?? Also, what does the 200 or 700 # stand for after the HR54? Thank You!

Community Support

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20.3K Messages

1 month ago

Hello @switchtoglide. We apologize for the inconvenience caused by receiving a refurbished receiver instead of a brand-new one. Yes, we do have new HR54s available. Please note that refurbished devices are previously opened receivers that undergo a series of rigorous tests and inspections before they are deemed fit for reuse. Also, the model numbers 200 and 700 are just variations of the same device. We'll send you a DM to discuss your box further. Christy, DIRECTV Community Specialist

ACE - New Member

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5.1K Messages

1 month ago

Most HR54 receivers sent to customers are refurbished. The odds of you getting a new HR54 from DIRECTV are slim to none. If you really desire a brand new Genie HR54 then you should buy it outright on Solid Signal for the full price.

The model number -200 or -700, as stated by Christy, is simply a variation of the HR54 that does not dictate any major difference.

ACE - Expert

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20.6K Messages

1 month ago

@switchtoglide 

Unfortunately there is never a guarantee to get brand new. Refurbished is what they have as boxes are not jumping off an assembly line. Even the new line Genie-2 (HS17) that is heavily being pushed is mostly refurbished as well.

The second number (-200, -700, etc.) is the manufacturer code. Just means what company made it for DirecTV, but they are still to the same specs as same model number before the dash. To clarify HR54R1 is a revised model so specs are a little different (cheaper outside and removal of eSATA port).

Boxes are leased so they go back to DirecTV to refurbish. They are not going to trash every box when you're done, they'll reuse what they can.

New Member

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448 Messages

1 month ago

The problem here is the person on the phone promising what they cannot promise.

I seem to remember that forever a replacement could include a refurbished unit, like forever (been a customer since the 90's).

I think if you even went over the original agreement fine print you would find this stated.

ACE - Professor

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2.3K Messages

1 month ago

The agents gave you lip service both times. There is absolutely NO way to specify "new" when ordering any receiver wether a replacement or an upgrade or new install, the ordering system doesn't give that option at all 

ACE - Sage

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45.7K Messages

1 month ago

As long it's working it doesn't matter if it's "new" or "refurbished". The vast majority now are indeed refurbished. 

ACE - Expert

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19.8K Messages

1 month ago

Refurbished means that they cleaned it, tested it, and sometimes replaced the hard drive.

New Member

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448 Messages

1 month ago

and reloaded the firmware...

3 Messages

1 month ago

Thanks everyone! Who is this Christy, DIRECTV Community Specialist that was the first to answer? A Bot? Says she'll DM me, right, and how does all  that work out...? lol,  I still want a FREE Brand NEW HR54  ( and I do not want a REconditioned or REmanufactured old unit (very used hard drive..., etc.) (and No I do not want to pay $299 on Solid Signal.) DTV can shurely replace this with a Brand NEW one, if they still have them, as that Christy states they do...

Also, first I was instructed to send the 2 I have back to DTV. Now I get a letter in the mail that says: Do NOT return them, just recycle them yourself... Which is it??? Really?

ACE - Sage

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45.7K Messages

1 month ago

They will not be able to guarantee you a new unit. 

ACE - Expert

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20.6K Messages

1 month ago

@switchtoglide 

You're NOT going to get a free NEW HR54. You get the next one off the shelf. As explained most, if not all, are refurbished. They moved on to their next equipment line which has been out long enough that most of it is refurbished as well.

That first post is from the forum "help" team. They are just supplemental to customer support. And like them have no way to guarantee you an actual new unit.

In theory, the HR54 should still be returnable being the last generation of regular Genie made. You can't do anything with it once deactivated, so just take to a participating shipping FedEx or The UPS Store location for your free return. Make sure to keep receipt showing they took possession. Many agents, or general notices that don't specific model number, just go by returning as the default answer (since you don't own the boxes) without checking against the returnable list. Returning is the safe option as you don't risk a non-return fee (NRF).

Pretty much the only way to get brand new is to invent a new box and make it yourself.

(edited)

ACE - Expert

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19.8K Messages

1 month ago

Take them to a UPS/FedEx store to return them and keep the receipt.  If they will not take them you have your answer.  DTV receivers refurbished or not come with a 90 day warranty so you will not pay for shipping if it goes bad and then only 19.95 after that.

Community Support

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20.3K Messages

1 month ago

We understand you'd like to get a brand new HR54, and we're here to help. Let's work together to improve your experience. Please check your inbox, so we can continue assisting you. - Carissa, DIRECTV Community Specialist

3 Messages

1 month ago

A little work... paid off.

New Member

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448 Messages

1 month ago

bets? not being negative, but let's wait for the OP to confirm.


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