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Exchanging defective DirecTiVo-how long without one?
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Posted by: Sbmocp

I'm sending my defective Philips DSR6000 back to Philips tomorrow. (Hard drive squeals loudly after 3 months of use; defective optical out.) My call was escalated immediately, and I'm told that as soon as I provide a tracking number I'll be shipped an immediate replacement (same day).

Now, I've heard that I won't get brand-new unit (refurbs are usually shipped for defective new units), but I wonder what the chances are of getting a replacement unit that works? And, how long these things usually take? It looks like a boring Christmas week witout either DirecTV or TiVo. :P

Posted by: Sbmocp

Since no one has commented, I'll give an update...

I called TiVo back with my UPS tracking number (so they could 'expedite' a shipment) and the operator said, "Okay, um, I'll set this up and we'll. . .um, send out a replacement. . .soon, okay?"

I'm nervous...I'm back to watching cable (quality sucks, no TiVo capabilities). Yuck.

Posted by: Simtra

Good luck with getting it back. Mine died after a month and it took four weeks to get it back al thou I think most of it was Phillips fault and not TiVo. TiVo reps and TiVo store was has helpful as they could be to get it back but Philips never gave them any updated information about where my TiVo was.

I will say that I sent it back over the thanksgiving break and that might have had something to do with it but it was still a long time to be with out TiVo/sat. So I bought another one and a multiswitch after about a week. :cool:

Posted by: Wcarlton

It took almost 4 weeks from the time I shipped my SA unit to texas until I got it back...but they were on back order. Once they got them in they did get it to me in three days. UPS got it to me in two days despite Christmas rush! Tivo CS has their hands tied with Philips, you probably will not get a confirmation or tracking number before you actually get the unit.

Good Luck

Will

Posted by: Sbmocp

An update...

Sent the DirecTiVo off on 12/26. Got a UPS notice on my door 1/2. (I had called them on 12/31 to ask about the status, and was told they were on 'backorder' and wouldn't ship until the 7th.)

I picked it up the next day, and set it up that evening. Within a day it downloaded software version 2.5. Everything was Ok until Saturday. I had left the unit playing on a Music channel, and came home to silence. A look at the TV screen showed a "Welcome. Powering up..." message. Odd, since I have the TiVo on a UPS and the stereo's power was still on. I waited 5 minutes, then pulled the plug and rebooted. After another five minutes, I returned to the green screen of death (A serious error has occurred...). Left it for several hours and it repaired itself. However, it wanted to repeat guided setup again, which I did. It's been working again since Saturday, and had kept my Wishlists and a couple of recorded programs after the crash.

The crash made me a little uneasy, but we'll wait a bit before pressing the panic button...