DirecTV Inc Informative - DVR Replacement
DENVER, COLORADO -- Summary:
If your Hughes DVR fails under warranty, make sure you ask for a supervisor or 2nd level technical support to get a free replacement.
I had a Hughes DVR-40 break when the 2nd satellite tuner failed. I bought the unit from Circuit City and early on it would occasionally go black and white. My first call on that issue lead me to a technical person who was ready to replace it immediately but for some reason I didn't replace it.
Now, near the end of the warranty, I needed a replacement so I went to Hughes website where they said they do not make DirecTV equipment and that DirecTV would handle all customer support.
My first phone call to DirecTV yielded a diagnosis of the problem and a referral to Circuit City for the warranty. This of course led nowhere since I did not buy a CC extended warranty. So I called DirecTV back only to be told that it would cost $49.99 and require an additional year contract to get a replacement since I didn't buy it from DirecTV.
I thought about this for a week and then I missed a show because of a schedule conflict and decided to call again. The documentation said one year warranty and all fingers pointed to DirecTV so I told the next technical support person of my problem and that I did not want to pay or make any commitments.
Finally I got to a supervisor who also seemed to have heard of the transfer of customer service from Hughes to DirecTV. They sent me to 2nd level technical support and the technician was able to replace the unit with a refurbished unit. The "new" unit will be shipped out in the next couple of days due to a holiday and a weekend. It will cost $14.99 for shipping but I think that is reasonable as few warranties pay for shipping more than one way.