I have been with DTV for over 15 years now. Sometime last night my DVR stopped working. I did the usual stuff; reset, turn off and on, and other things but it won't put out
an HDMI signal to the TV. So I called them this morning and here is what they told me. (Short version)
Can't help you because you aren't paying for the protection plan on your boxes. ($8 per month) I told them I don't need the upkeep fee because I can fix my own wiring
and the old TV's I have. I just need a new DVR because this one died. Well we can send a tech to your house to test the unit. If it is truly dead you will have to send it to
us (My cost) and we will send you a new one for $145. PLus you will have to agree to a new 2 year extension on your programming.
So let me get this straight. I am leasing their equipment, but I am liable for it's upkeep and replacement. I can't buy the equipment so I have to lease it.
No other provider is this way. If their equipment dies, they send you another along with a box to send the other one back for free.
So I waded thru the pretend managers until I got a real guy in Denver that actually was a managing control person. Here is what he told me.
"Yes that is the way it is now. We had to do that to stop people from sending in older boxes just to get a new one" So we charge for for all that now.
You can bypass all the charges by getting the protection plan added to your account. That way if anything goes wrong with any equipment connected to your
DTV system we will repair it for free. Because you have been such a longtime member and no one has explained all these changes to you, I will send out a new DVR
with a call tag and a return box. When it gets there you call this number xxxxxx and I will assist you in getting it online. But after this, you will have to pay for any changes
to your systems.
So I just wanted to tell other DTV users out there, that if you have a box that is over a year old, add the protection fee to your bill to protect you from going through what I did.
I was just lucky that I have been with them for so long. Other wise I would have been out about $200 to get this DVR replaced.
What is neat about this protection plan is that it covers everything; wiring, TV, boxes, dishes, realignment..etc. I am going to get it for one year and have them replace all
this old wiring in my house, clean and realign my dishes.
Edited by Ol' Smoke, 13 June 2013 - 12:03 PM.