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

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Mchero is offline Old Post 05-06-2004 08:33 AM
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Mchero
Almost old member

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

quote:
Originally posted by gem
I'll be working on that tomorrow. My contact said she would make it right.


Congrats gem, Glad your back in action!

RM

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litzdog911 is offline Old Post 05-06-2004 11:24 AM
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litzdog911
TiVo Forum Special Member

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

Gem,
How's the replacement working?

And what did they ask you to do with the broken one?

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gem is offline Old Post 05-06-2004 08:01 PM
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gem
Senior Member

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

quote:
Originally posted by litzdog911
Gem,
How's the replacement working?

And what did they ask you to do with the broken one?



The replacement is working great so far. With the experience of the first unit, it will take weeks before my confidence is back.

As with any replacement that DirecTV provides, they supply the return FedEx return waybill. The plan is you put the old unit in the same box received, call FedEx for pickup and you're done. Generally you have at least 7 days to return to broken unit.

Robert informed me last night that since no return waybill was included, someone from DirecTV will contact me today to take care of the return.

I appreciate Robert's effort in getting the replacement and arranging the return.

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turls is offline Old Post 05-06-2004 09:36 PM
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turls
Advanced Member

Registered: Feb 2000
Location: Central IL
Posts: 744

First of all, I've asked this for about 2 weeks now, how long will DirecTV take this kind of responsibility for defective units? 30 days? 3 months? The whole warranty period? What is DirecTV's plan for units outside of whatever that window is?

Second, considering DirecTV's performance thus far, isn't it time to rethink this?

I realize you are probably more prepared for this than other vendors, but DirecTV doesn't seem to take your committment to your customers as seriously as you do and that can only reflect negatively on VE.

quote:
Originally posted by DTV TiVo Dealer
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.

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dswallow is offline Old Post 05-06-2004 09:43 PM
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dswallow
+258PC

Registered: Dec 2000
Location: Long Branch, NJ, USA
Posts: 15575

quote:
Originally posted by turls
First of all, I've asked this for about 2 weeks now, how long will DirecTV take this kind of responsibility for defective units? 30 days? 3 months? The whole warranty period?

Second, considering DirecTV's performance thus far, isn't it time to rethink this?

I realize you are probably more prepared for this than other vendors, but DirecTV doesn't seem to take your committment to your customers as seriously as you do and that can only reflect negatively on VE.


Since this is a DirecTV-branded receiver DirecTV is probably going to be providing the warranty service for the entire warranty period.

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DTV TiVo Dealer is offline Old Post 05-06-2004 09:55 PM
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DTV TiVo Dealer
Snr. Member/Retailer

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

quote:
Originally posted by turls
First of all, I've asked this for about 2 weeks now, how long will DirecTV take this kind of responsibility for defective units? 30 days? 3 months? The whole warranty period? What is DirecTV's plan for units outside of whatever that window is?

Second, considering DirecTV's performance thus far, isn't it time to rethink this?

I realize you are probably more prepared for this than other vendors, but DirecTV doesn't seem to take your committment to your customers as seriously as you do and that can only reflect negatively on VE.



1. DIRECTV will take care of these units for the entire warranty period.

2. They do now.

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LarryInAz is offline Old Post 05-06-2004 10:11 PM
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LarryInAz
TiVo-holic since '99

Registered: Jul 2000
Location: Home of the '01 World Series Champions
Posts: 324

quote:
Originally posted by dswallow
Since this is a DirecTV-branded receiver DirecTV is probably going to be providing the warranty service for the entire warranty period.


Which is why I decided to take out an "insurance policy" and get D* service plan. Since this is cutting edge technology I feel it's worth the peace of mind to pay them the $7.99 to cover not only my HD TiVo but my other 2 SD TiVo's, my dish aiming, multiswitch, etc.

I rarely take out extra protection on my tech "toys" with exception of my laptop, my RPTV and now my HD TiVo. I sleep better at nite.

The way I look at it for about $96 per year all my satellite equipment is covered. If I was to purchase a new DLP or Plasma >$3000 investment I'd pony up the $250-$400 to protect my set for then next 3-4 years.

Just my .05 cents [.02 before inflation and COL adjustment]

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Last edited by LarryInAz on 05-07-2004 at 12:28 AM

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chezpaul is offline Old Post 05-07-2004 12:19 AM
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chezpaul
Member

Registered: Mar 2002
Location: Los Angeles
Posts: 92

If U hang out and read in the AVS forums, your story gem sounds familiar to this guy who had a bad Sammy 160 HD reciever (when they first came out). DTV kept on telling him a new one was Fed Exed but he would never get anything. And they kept on saying yes it's Fed Exed and it never was. It took 3 weeks before he ever saw a reciever. Then he got three at once... haha...

I really thought your story would last a little bit longer.

I think they're told to say that just to make you hang while they scamble.

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gem is offline Old Post 05-07-2004 12:59 AM
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gem
Senior Member

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

quote:
Originally posted by chezpaul
If U hang out and read in the AVS forums, your story gem sounds familiar to this guy who had a bad Sammy 160 HD reciever (when they first came out). DTV kept on telling him a new one was Fed Exed but he would never get anything. And they kept on saying yes it's Fed Exed and it never was. It took 3 weeks before he ever saw a reciever. Then he got three at once... haha...

I really thought your story would last a little bit longer.

I think they're told to say that just to make you hang while they scamble.



I think Robert's persistence had something to do with shortening the time.
If mine had gone over a week, it would have been returned it for a full credit and purchased it locally.

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turls is offline Old Post 05-07-2004 10:29 AM
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turls
Advanced Member

Registered: Feb 2000
Location: Central IL
Posts: 744

quote:
Originally posted by dswallow
Since this is a DirecTV-branded receiver DirecTV is probably going to be providing the warranty service for the entire warranty period.

quote:
Originally posted by DTV TiVo Dealer
1. DIRECTV will take care of these units for the entire warranty period.


I meant how long is the special treatment of "FedEx overnight" going to last after purchase (although they really haven't done "overnight" yet).

At what point after purchase do you ship it off and be at the mercy of how long it takes to get a refurb? Or is it like Gem says, no matter when they replace it you just put it in the same box they sent the replacement in and they provide the return tag? I'm wondering if he is only referring to typical returns processed under the protection plan. I guess I'm skeptical they would do that if they are trying to sell extended warranties if you opted out of the extended warranty.

(I wouldn't mind the extended warranty except for the fact they now charge more for "enhanced" receivers since I dropped it and the fact that they exclude hacked units, and I'm afraid they would use that as an excuse for any problem I have.)

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Relax, its only TV. . .then what am I doing wasting time on a forum like this and spending hundreds of dollars on glorified VCR's?

Last edited by turls on 05-07-2004 at 10:35 AM

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turls is offline Old Post 06-10-2004 08:02 PM
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turls
Advanced Member

Registered: Feb 2000
Location: Central IL
Posts: 744

So is DirecTV FedEx'ing replacements under warranty, even without the protection plan, even outside of the 30 day DOA period . . .

Or not?

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Matt
Relax, its only TV. . .then what am I doing wasting time on a forum like this and spending hundreds of dollars on glorified VCR's?

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

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