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

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LarryInAz is offline Old Post 05-03-2004 03:13 AM
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LarryInAz
TiVo-holic since '99

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

If in fact it is the hard drive and if D* did not have any replacement stock it would sure be nice if they offered to send you a replacement hard drive assuming you have the comfort factor in changing the drive yourself.

I know this would normally void the warranty but IMHO a high ticket item like this should get some form of "special dispensation".

__________________
TiVo 540040 [574 hours]
RCA DVR40 [214 hours]
Hughes SD-DVR40 [243 hours]
Sold 2 Series2 units to pay for HR10-250 * [63 HD hours]

* Original HR10 "born" April 6th arrived April 22nd Died August 25th
Replacement HR10 "born" July 16th arrived September 3rd, re-upgraded 9/6

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PRMan is offline Old Post 05-03-2004 06:49 AM
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PRMan
Senior Member

Registered: Jul 2000
Location: Yorba Linda, CA, USA
Posts: 273

It may have something to do with the "unprotected power supply" that they keep warning us about. If he accidentally tounched it and something bad happened, they'd be staring at a major lawsuit.

I agree, though, many of us feel very comfortable around bare hard drives.

Hope you get your new unit tomorrow, gem.

__________________
PRMan

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dswallow is offline Old Post 05-03-2004 07:17 AM
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dswallow
+258PC

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

quote:
Originally posted by PRMan
It may have something to do with the "unprotected power supply" that they keep warning us about. If he accidentally tounched it and something bad happened, they'd be staring at a major lawsuit.

I agree, though, many of us feel very comfortable around bare hard drives.

Hope you get your new unit tomorrow, gem.

Every day the local paper has stories about the dozens of people who were injured or killed the day before when touching unprotected power supplies.

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talbain is offline Old Post 05-03-2004 10:28 AM
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talbain
Member

Registered: Jul 2002
Location: New Jersey
Posts: 37

quote:
Originally posted by dswallow
Every day the local paper has stories about the dozens of people who were injured or killed the day before when touching unprotected power supplies.


you must live in a town with one hell of a stupid population...

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SteveWinNJ is offline Old Post 05-03-2004 10:47 AM
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SteveWinNJ
Member

Registered: Jan 2004
Location: Mahwah, NJ
Posts: 111

quote:
Originally posted by talbain
you must live in a town with one hell of a stupid population...


Yep, stupid people all around us!

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dswallow is offline Old Post 05-03-2004 11:23 AM
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dswallow
+258PC

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

quote:
Originally posted by SteveWinNJ
Yep, stupid people all around us!

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gem is offline Old Post 05-03-2004 11:38 PM
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gem
Senior Member

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

The saga continues!

Called "my contact" at DirecTV for a tracking number in the new unit which was promised to be shipped last Friday.

Got a call back 2 1/2 hours later explaining that the shipment was not made because the fulfillment center did not have any HR10-250's.
This of course was after "my contact" had verified the inventory.

They now have magically found them and I now have a promise for shipment today overnight FedEx.
Of course "my contact" could not tell me which overnight service to expect.

REALLY BUMMED!

__________________

(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 05-05-2004 02:58 AM
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gem
Senior Member

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

STILL NO REPLACEMENT HD-TIVO!

An order for the replacement unit was sent to FedEx to be shipped from an inventory keep by FedEx in Memphis. The order was received by FedEx, but now they can't find the package.
I now have been told I will receive it tomorrow morning for sure.....right!

It is clear that DirecTV does have the infrastructure in place to support this product. I hope that those of you who have the HD-TiVo don't have a failure. Good luck in getting it replaced timely.

NO LONGER BUMMED....REALLY 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 03:40 AM
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Kamakzie
TiVo Forum Special Member

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

Man that is really ridicules!

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

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mchaney is offline Old Post 05-05-2004 03:41 AM
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mchaney
Dude THERE'S my Tivo

Registered: Mar 2004
Location: Maryland
Posts: 186

This whole thread makes me want to buy another one just for spare parts!

Hope you get it tomorrow as promised!



Mike

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Kamakzie is offline Old Post 05-05-2004 03:45 AM
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Kamakzie
TiVo Forum Special Member

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

Makes me want to stick a mirror in front of mine and see if it's still breathing.

__________________
SD-DVR40 (40 hours unmodified)
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mchaney is offline Old Post 05-05-2004 04:01 AM
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mchaney
Dude THERE'S my Tivo

Registered: Mar 2004
Location: Maryland
Posts: 186

I'm still trying to figure out whether it is better (for the unit) to put it in standby when not using it or leave it on. One theory says that it is better to leave the electronics on all the time than power them off. Personally, I'm not sure I believe that in the case of the Tivo. I think the HD stays powered up even in standby mode, so the only thing you'd be turning off is the stepping motor for the heads and the video circuit. To me, not constantly tapping the heads around sounds like a good idea, as does not generating extra heat from running the video circuits when not needed. Not to mention that if you are constantly writing to the hard drive, power surges should have a much better chance of affecting the HD than if it wasn't writing at the time.

Not sure.

Mike

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Kamakzie is offline Old Post 05-05-2004 04:09 AM
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Kamakzie
TiVo Forum Special Member

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

Even in standby it's still essentially on.

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

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Cajonkev is offline Old Post 05-05-2004 04:10 AM
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Cajonkev
PIBCAK

Registered: Jan 2004
Location: San Diego Area
Posts: 308

quote:
Originally posted by mchaney
I'm still trying to figure out whether it is better (for the unit) to put it in standby when not using it or leave it on. One theory says that it is better to leave the electronics on all the time than power them off. Personally, I'm not sure I believe that in the case of the Tivo. I think the HD stays powered up even in standby mode, so the only thing you'd be turning off is the stepping motor for the heads and the video circuit. To me, not constantly tapping the heads around sounds like a good idea, as does not generating extra heat from running the video circuits when not needed. Not to mention that if you are constantly writing to the hard drive, power surges should have a much better chance of affecting the HD than if it wasn't writing at the time.

Not sure.

Mike



Standby is a RF Pass-thru feature more than anything else. It does not put any TiVo into true standby and does not shut down the drive(s). It does halt the video output but everything stays running in background...

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mchaney is offline Old Post 05-05-2004 05:41 AM
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mchaney
Dude THERE'S my Tivo

Registered: Mar 2004
Location: Maryland
Posts: 186

quote:
Originally posted by Cajonkev
Standby is a RF Pass-thru feature more than anything else. It does not put any TiVo into true standby and does not shut down the drive(s). It does halt the video output but everything stays running in background...


It does stop the buffering to the drive though and when you put it in standby, you can hear a physical decline in drive head activity. For that reason alone, I've decided to keep mine in standby.

Mike

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

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

I had two different groups at DirecTV say that is was the retailer's responsibility to replace any defective unit within the first thirty days. The fact that Robert is able to get DirecTV to support this failure (of course not yet) does not help others who have dealt with companies who kept no spare inventory. DirecTV may decline to help others leaving the retailer as the responsible party. If you have not yet received your unit a call to the retailer, in advance, requesting their support policy might be worth doing.

quote:
Originally posted by turls
First, he talked to support in the protection plan group, which should be a notch above the typical CSR (or did he? His posts seem to contradict themselves). I believe the protection plan guys were a little clueless about HD and Tivo a few years ago, but from what I've heard they are better now. Does this mean they are automatically "in the know" about the new HD Tivo? No, but it sure doesn't give me warm fuzzies when I don't even have the protection plan and he is running into that kind of resistance.

Second, its common for failures within 30 days to be referred back to the original seller. Within 30 days is commonly "DOA". I still say Robert should not be depending on DirecTV 100% for DOA failures. The thing wrong with the picture so far is that you'd think VE would talk to whoever they need to talk to at DirecTV and get the matter resolved without getting the customer in the middle, if all parties involved were truly ready for x percentage of DOA's.

Color me happily surprised if Gem gets good info and resolution Friday or Monday from whoever at DirecTV Graham/Robert from VE is supposedly getting him in contact with.

__________________

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

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

Registered: Oct 2000
Location: Reston, VA (Washington DC)
Posts: 607

I find it offensive when they say that 'it went pretty high up in the food chain' or whatever. I hate it when people imply they're doing me a favor by providing good customer service. They SHOULD be falling all over themselves to hand deliver that damned thing to gem before he goes to the press and says this thing doesn't work. Because there are plenty of people in the press who'd love an opportunity to strike another blow at the much beloved Tivo.

__________________
12 Tivos and counting...
3xHR10-250 HD Tivos (still have to get another one I think)
2xHTL HD Receivers
1xRCA DTC100 HD Receiver
3x35 hour Hughes HDVR2 DirecTivo 3.1
1x225 hour Philips DirecTivo 3.1
3x35 hour Philips DirecTivos 3.1
1x35 hour Series 2 Philips DirecTivo 3.1 DSR 7000
1x35 hour Sony SAT-T60 2.5
Tivo soldier since 12/99

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herdfan is offline Old Post 05-05-2004 07:20 AM
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herdfan
Advanced Member

Registered: Feb 2003
Location: Hurricane, WV
Posts: 809

quote:
Originally posted by gem
I had two different groups at DirecTV say that is was the retailer's responsibility to replace any defective unit within the first thirty days.


I may have a similar situation in that my HDMI port does not work. I am still trying to figure out if it is the box or the TV. My dealer lent me a Toshiba DST-3100 to try on the DVI input. If it works, then my HR10-250 has a bad HDMI port.

Now given that I have HD over component, I could possibly wait until 30 days have passed to report this as an issue. I will contact SolidSignal to see what their situation is regarding returns. Or possibly see if I can get another unit and ebay this one with a bad port (Yes, I will disclose it, but people will bid on it anyway). I will post the result of my test in a new thread. But I need to wait now while my wife watches NCIS.

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FatherTed is offline Old Post 05-05-2004 08:06 AM
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FatherTed
Summer's eve pickle

Registered: Sep 2003
Location: Meadville, PA
Posts: 2627

quote:
Originally posted by litzdog911
gem:
Look at it this way .... you'll go down in history as the first HR10-250 failure

Seriously, keep us posted on what happens. I'm sure you won't be the last failure.



Well, since he said:

quote:
DirecTV DOES NOT have a replacement inventory according to a customer support manager. There is currently a waiting list.


it would sound like he's not the first if there's a list already for replacements.

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turls is offline Old Post 05-05-2004 10:03 AM
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turls
Advanced Member

Registered: Feb 2000
Location: Central IL
Posts: 744

This type of thing is why neither VE or any other vendor should depend on DirecTV to back them up during their period of responsibility for DOA units. The manufacturers aren't built to deal with this. I guess you could say DirecTV is a little different animal than the typical CE company, but it sounds like they've dropped the ball so far much worse than if VE had just taken care of it themselves.

Although the sad thing like you said is maybe other vendors won't even make the phone call to DirecTV and you are completely on your own.

It continues to amaze me DirecTV was blindsided by the response to this box.

quote:
Originally posted by gem
I had two different groups at DirecTV say that is was the retailer's responsibility to replace any defective unit within the first thirty days. The fact that Robert is able to get DirecTV to support this failure (of course not yet) does not help others who have dealt with companies who kept no spare inventory. DirecTV may decline to help others leaving the retailer as the responsible party. If you have not yet received your unit a call to the retailer, in advance, requesting their support policy might be worth doing.

__________________
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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