TiVo Community Forum Archive 1

TiVo Community Forum Archive 1 (http://archive.tivocommunity.com/tivo-vb/index.php)
- DIRECTV Receiver with TiVo (http://archive.tivocommunity.com/tivo-vb/forumdisplay.php?forumid=7)
-- DirecTV support of DVR's is so laughable, but it's just not funny. (http://archive.tivocommunity.com/tivo-vb/showthread.php?threadid=144451)

Posted by BlankMan on 11-21-2003 01:58 PM:

Ok, so I sent them this:

You have got to be kidding? Reboot it? That is your answer for every
problem with a DVR? That did not solve it. I will not waste my time and
call in, you cannot solve a software issue over the phone. There are no
parameters you can change to solve this. Escalate this to some one that
knows DVR's. Rebooting is not the answer. You people are just unreal.
Reboot. Reboot. Reboot. That's all you know. Now let's move on and get
this addressed.

So they sent me this:
Thank you for writing. We are sorry that you are having technical
problems with your DIRECTV system. Since it can be difficult to
troubleshoot technical problems via e-mail, we ask that you call our
technical support center. To reach them, simply call 1-800-531-5000 and
select the option for technical assistance. If you do not wish to call
in, you can visit the list of troubleshooting messages located on our
web site at DIRECTV.com/messages
Find the message that appears at the bottom of your screen or the
problem that you are experiencing and follow the suggested solution.

Again, we are sorry for the inconvenience. Please let us know if we can
be of further assistance.

So I sent them this:
Look, before I waste a half hour on the phone and you transferring me to
a half a dozen people and finally connect me to the Sony DVR
representative, I gave you a very detailed problem statement, I'm going
to call you and you're going to connect me with Sony and they're going
to say this isn't a hardware problem so what are you going to be able to
do to fix a software issue over the phone? I have stated there are no
parameters that you can change that would have any affect on this issue.
So why do you repeatedly tell me to call? I have done that with you in
the past, you have never been able to correct a software problem over
the phone. If your list troubleshooting messages have a solution to this
why don't you forward me that information? You know why? Because there
is nothing there that can fix this problem.

Now please stop wasting time and route this to someone that can address
this and stop telling me to call you.

DirecTV just fails to understand.

User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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