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CS can't activate replacement HR 24 they sent me?
Hard drive went out on my bedroom receiver HR24 100. Was sent replacement HR-24 500 through protection plan. Attempted to setup online but it was not showing up in my account. Spent an hour on phone with tech support and they couldn't get it activated. They stated they no longer activate those receivers, why send as replacement then? Tech support said I need a mini genie instead and someone to come out to hook it up. I told them I'm fine with someone coming out but I don't want a mini genie, I want a DVR in that room. They then said some would call me back in an hour and I haven't heard from them since. I also have a HR34 700 in family room and HR 500 in an other room. Whole home DVR.
Juniper
ACE - Expert
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23.4K Messages
4 years ago
Definitely do NOT get a Mini Genie as that would be a downgrade to the HR24. Tech saying they don't activate HR24s anymore didn't know what they are talking about. If front line agents cannot get this done, then speak to a retention specialist (say "cancel" at the voice prompt).
You missed the middle of the model number there.
On a side note, be prepared to replace the HR34 as well. That is the 1st generation Genie which is known for overheating and being slow as couldn't keep up with later updates. The HR44 and HR54 were built with a faster processor and more efficient cooling. Only consider keeping the HR34 if you only want to use the old interface or you make use of Caller ID on TV.
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goldw1800
ACE - Professor
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2K Messages
4 years ago
Suggest you try again 8am -5PM EST Monday through Friday --1-800-531-5000 if No one can make it happen --then they should send another replacement.
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