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>>> MY HDTiVo Just Died!!! <<<

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litzdog911 is offline Old Post 05-05-2004 11:47 AM
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litzdog911
TiVo Forum Special Member

Registered: Oct 2002
Location: Mill Creek, Washington
Posts: 4364

quote:
Originally posted by FatherTed
... it would sound like he's not the first if there's a list already for replacements.


We assumed the "waiting list" referred to customer orders, not a waiting list for repair units.

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gem is offline Old Post 05-05-2004 09:48 PM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

Well is it now Wednesday and still no replacement HD-TiVo. I have been assured that I will receive it today. No tracking number again, of course.
So again I wait.
Also the Monday lost shipment from FedEx was a LIE. There was no shipment Monday.
DirecTV has really dropped the ball as far as I'm concerned. I'm not buying the argument that "since this is a new product, expect delays". According to Robert they had the spare inventory all along.

STILL PISSED!

__________________

(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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Kamakzie is offline Old Post 05-05-2004 10:03 PM
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Kamakzie
TiVo Forum Special Member

Registered: Jan 2004
Location: Cedar Springs, MI
Posts: 1226

I don't understand why they have to lie to you. That just makes things 10X worse! If they would tell you the truth it might irritate you but at least it would be the truth!

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gem is offline Old Post 05-05-2004 10:26 PM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

quote:
Originally posted by Kamakzie
I don't understand why they have to lie to you. That just makes things 10X worse! If they would tell you the truth it might irritate you but at least it would be the truth!


I agree with you completely. My biggest frustration, besides not having the HD-TiVo , is the continual re-setting of expectations. Customer Service 101 is about setting reasonable and achievable customer expectations.
Even last night I was told that someone would send me an e-mail with the tracking info. I have been promised e-mails, phone calls and of course shipments, none of which have happened. I've had to initiate every call.

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(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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Mchero is offline Old Post 05-05-2004 11:56 PM
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Mchero
Almost old member

Registered: Dec 2001
Location: Concord, NH.
Posts: 192

Hang in their Gem. Hope their is a knock at the door soon! Although the lack of a tracking number is disturbing!

RM

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gem is offline Old Post 05-06-2004 12:14 AM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

quote:
Originally posted by Mchero
Hang in their Gem. Hope their is a knock at the door soon! Although the lack of a tracking number is disturbing!

RM



Thanks Mchero, no knock yet and the AM delivery window is now closed,
and of course that is what I was promised. I'm about ready to call Rupert and demand that he send me his.

__________________

(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

Last edited by gem on 05-06-2004 at 12:59 AM

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gem is offline Old Post 05-06-2004 02:47 AM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

Unit arrived at 1:38 PM today.
Manufacturing date 04-06-04.
I think the manufacturing date proves they did have spare inventory.
LESS BUMMED NOW!
I'd better be careful, I haven't hooked it up yet.

__________________

(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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Kamakzie is offline Old Post 05-06-2004 03:05 AM
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Kamakzie
TiVo Forum Special Member

Registered: Jan 2004
Location: Cedar Springs, MI
Posts: 1226

WOOHOO I am glad you got a replacement!!!!

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SD-DVR40 (40 hours unmodified)
HR10-250 HD TiVo (30HD/200SD hours unmodified)

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Toeside is offline Old Post 05-06-2004 03:18 AM
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Toeside
Senior Member

Registered: Feb 2002
Location: St. Louis, MO
Posts: 476

Congrats gem. Report back once you have it connected. You deserve to have nothing but good luck from here on out.

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gem is offline Old Post 05-06-2004 04:22 AM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

Thanks guys for your support.
So far so good.....activated, set-up, and all seems well.
If it lasts more than 7 days, I'll have a keeper!
Lets's hope that me experience will embarrass DirecTV into doing it right for all those who follow.
I was hoping for a later build date so I could get the logos, but hey.

GEM

P.S. Still not actually finished, they forgot to sent the FedEx Airbill for the return. Another call tomorrow for that.

__________________

(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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JohnTivo is offline Old Post 05-06-2004 04:25 AM
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JohnTivo
Advanced Member

Registered: Dec 2002
Location: Culver City, CA
Posts: 546

quote:
Originally posted by gem
Unit arrived at 1:38 PM today.
Manufacturing date 04-06-04.
I think the manufacturing date proves they did have spare inventory.
LESS BUMMED NOW!
I'd better be careful, I haven't hooked it up yet.



Prior to connecting the power cord to the unit, make an offering to the TIVO gods with a bucket of fried chicken, a shot of rum, and a nice cigar. If you are really superstitious, you could sacrifice a live chicken...

EDIT: must of posted while I was writing.... IT'S NOT TOO LATE THOUGH!

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3 HDVR2's (107, 69, 35 Hours)
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h_a_h_3 is offline Old Post 05-06-2004 04:28 AM
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h_a_h_3
Member

Registered: Apr 2004
Location: Boise, ID, USA
Posts: 192

I would have said, prior to connecting power cord, remove hard drive and create backup image

I know I will be...

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mx6bfast is offline Old Post 05-06-2004 04:43 AM
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mx6bfast
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Registered: Jan 2004
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Posts: 155

Gem why don't you call CR and demand some programming credits for all of your troubles. And I mean some major credits. You have everything documented on this thread. I would go higher than the managers at the CR level. It is ridiculous what was promised to you and not delivered.

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gem is offline Old Post 05-06-2004 04:44 AM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

I have a backup image, but I'll be damned if I'm going to spend the money for a replacement when it is still under warranty.

I did pray to the Gods but didn't have a live chicken so I used KFC. I'm probably screwed for sure.

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(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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Tom in OH is offline Old Post 05-06-2004 04:54 AM
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Tom in OH
Senior Member

Registered: Mar 2004
Location: Shelby, OH
Posts: 293

Hey Gem,
is it confirmed your replacement isn't showing channel logos?

Thx, Tom

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misterjohnny is offline Old Post 05-06-2004 05:10 AM
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misterjohnny
New Member

Registered: Apr 2004
Location:
Posts: 16

Isn't it standard operating procedure for consumer electronics stores (including virtual ones) to replace a unit if it is bad? Then the store sends it back to the manufacturer for credit. So why is it Directv's fault that VE sold every last unit he had (pocketing the profit) and relying on Hughes or Directv to supply him with a replacement? He should have kept inventory in his warehouse!

Uh oh, here come the Robert apologists...

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DTV TiVo Dealer is offline Old Post 05-06-2004 05:30 AM
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DTV TiVo Dealer
Snr. Member/Retailer

Registered: Nov 2002
Location: Scarsdale, NY
Posts: 982

quote:
Originally posted by misterjohnny
Isn't it standard operating procedure for consumer electronics stores (including virtual ones) to replace a unit if it is bad? Then the store sends it back to the manufacturer for credit. So why is it Directv's fault that VE sold every last unit he had (pocketing the profit) and relying on Hughes or Directv to supply him with a replacement? He should have kept inventory in his warehouse!

Uh oh, here come the Robert apologists...



I can answer this myself. I agree and in fact, we provide Fed Ex Overnight replacements within the first 30 days on everything we sell.

We had also planned to do the same for this product, but when DIRECTV took over the product from Hughes they insisted on taking on the responsibility of providing Fed Ex Overnight replacements themselves. So I did take them up on the offer and delivered every unit we received and yes we even banked the $799. balance due on our HR10-250 orders.

I have personally taken care of all of my customer problems to ensure the highest level of customer service possible. I cut through all red tape and escalate all of my customers to the VIP service they all deserve.

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JohnTivo is offline Old Post 05-06-2004 05:30 AM
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JohnTivo
Advanced Member

Registered: Dec 2002
Location: Culver City, CA
Posts: 546

Because Robert's arrangement with DirecTV was that DirecTV would replace faulty units...

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gem is offline Old Post 05-06-2004 05:53 AM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

quote:
Originally posted by Tom in OH
Hey Gem,
is it confirmed your replacement isn't showing channel logos?

Thx, Tom



Yes confirmed....NO LOGOs.
Remember the build date was 04-06-04.
They built 200, gave Robert 168 and kept 32 for spares. (Just a guess).

__________________

(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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gem is offline Old Post 05-06-2004 05:56 AM
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gem
Senior Member

Registered: Aug 2003
Location: Culver City. CA
Posts: 125

quote:
Originally posted by mx6bfast
Gem why don't you call CR and demand some programming credits for all of your troubles. And I mean some major credits. You have everything documented on this thread. I would go higher than the managers at the CR level. It is ridiculous what was promised to you and not delivered.


I'll be working on that tomorrow. My contact said she would make it right.

__________________

(1) HR10-250 (77/514 Hours)
(2) HDVR2's (144 and 141 Hours)
(1) SD-DVR40 (35 Hours)

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>>> MY HDTiVo Just Died!!! <<<

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