Tutor
Why does it take weeks to receive a replacement receiver??
I have been a loyal customer with Directv for 22 years. My directv receiver H21-200 which is over 10 years old quit powering on last Saturday. I went to this site and chatted with Randy who told me a receiver would be sent via FedEx in 2 days free of charge. I then receive an email Monday stating an order has been put in for a technician to arrive at my house on Tuesday between 12 pm & 4pm to install the new receiver. I take off work Tuesday afternoon to wait for the technician, but he neither calls or comes. I call customer service that evening and they apologize and reschedule the technician for the following day. I told customer support that I wanted the technician to show by 1 pm so I don't miss more work than I have to. The technician doesn't show and my only solution is to cancel that order ,and now wait for a technician appointment for Sept. 3rd between 12 pm & 4 pm to install a receiver a monkey can install in less than 10 minutes!
Juniper
ACE - Expert
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22.9K Messages
6 years ago
Scheduling a tech was wrong.
Replacement receiver should just be drop shipped which arrives within 3 to 5 shipping days. Tech call $99 or delivery $19.95, both covered if you have the equipment protection plan.
The fact that a tech was schedule is concerning as it might have been an upgrade order, not a warranty replacement. Call DirecTV, cancel the tech appointment, and get the receiver drop shipped as it supposed to.
As a note the 8am to noon and noon to 4pm time frames are for arrival, not when work is to be completed by. Just info for anytime in the future where a tech is actually needed.
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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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sturgisfdb
Tutor
6 years ago
AT&T does not drop ship receivers anymore. Believe me I have tried for three days now. The only way I can receive a replacement receiver is by technician appointment and at no charge to me.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
Boxes can be drop shipped The only reason to send a tech is if it is not a simple swap.
As your model is H21, if they only have H25 in stock and no H24 available, then a tech could be needed if you do not have a SWM setup. This is because the H25 is the first non-Genie that is SWM only and cannot use the older multiswitch setup.
So a tech is needed because your setup is so old it is not a simple swap.
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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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nabukl
ACE - Professor
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2.3K Messages
6 years ago
That's BS, replacement receivers ARE shipped not installed by a tech I can almost guarantee the idiot csrs are setting up an upgrade and NOT a replacement. Out of curiosity what exactly does the email confirmation state?
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Former directv csr and tech support rep.
Proud Grandma of 3
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
I agree with checking the order confirmation as a tech being scheduled is 1 of 3 reasons.
1. Agents are processing an upgrade and not a warranty replacement.
2. Agents are scheduling a service call in error, as that would be for repair and not sending a replacement box.
3. The H21 is being replaced with H25 and you don't have a full SWM setup so needs a tech to make the updates. This is still part of warranty as is required and not an optional upgrade.
-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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nabukl
ACE - Professor
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2.3K Messages
6 years ago
@Juniper , yes number 3 was my after thought that I was just going to reply back with
______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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sturgisfdb
Tutor
6 years ago
I had the upstairs receiver replaced in Oct of 2018. They Fedexed the reciever to me and I installed it myself with no issues. The new receiver that I installed at that time says it is a model H24/700. My order simply states an installation scheduled for Sept. 3 between 12pm and 4pm. I have been on the phone for three days straight, and the agents that tell me they will fedex a receiver can't give me a tracking number. I call again and I'm told they can not ship. So I am stuck waiting for a technician to install the replacement. Seems ridiculous to me, and I am currently looking for alternative services. Maybe even back to Medicom!
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Juniper
ACE - Expert
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22.9K Messages
6 years ago
@sturgisfdb
H24 and earlier are non returnable.
H25 is the first HD non-DVR that is SWM-only, unlike the other models which can use both the old setup and SWM.
So if the order was placed correctly, this is why it needs a tech out as it will be more than just replacing the box.
Once this update is completed, going forward any warranty replacements would simply be shipped as it will be many years before another huge cabling update could be considered.
DirecTV will not send a tech and ship a box separately. The tech will have the equipment on hand that is needed.
-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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sturgisfdb
Tutor
6 years ago
Well the technician just left my house after installing a new H24 receiver. UNBELIEVABLE!!! No H25 with a smw switch! I asked the technician why I'm not receiving the H25 since they are the newest and need a technician, and he said AT&T are only installing them in commercial accounts. So I asked him why AT&T couldn't just drop ship a receiver a monkey can hook up? He said AT&T are trying to get there S$@@ straight, but are having a harder time doing so with overseas customer support. Sounds like a good time to switch providers! He also told me they aren't even allowed to go on roofs anymore to work on dishes. How stupid is that??
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shannon02
ACE - Expert
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21.1K Messages
6 years ago
OSHA changed the rules a few years ago that made fail protection safety equipment mandatory for anyone working on a roof. DTV and other companies decided not to train and provide this new equipment so mandate that techs are not allowed to leave the ladder.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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mark_mt
Employee
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74 Messages
6 years ago
The differences between the H24 and H25 are very small, it should work for you just as well. As far as the tech install vs. the dropshipped receiver, it's likely it was just put in wrong but there's also a possibility it wasn't giving that as an option. There's been an issue with some replacement orders doing that, my team haven't been able to find someone who can say why exactly.
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