I signed up with Direct TV with the Directtv Plus HD DVR in January and have had one of the worst experiences trying to get them to solve a very bad lip-sync problem.
I have had 3 receivers installed 2 of them were the top of the line 20 model, they didnt help and they installed what is supposed to be the newest receiver which is the 21 model.
I have the top of the line Sony LCD TV the XBR 52. Which is a 52 inch TV, Pioneer 608 AV system, Monster top on the line 1000 HDMI Cables that cost $130.00 each, Monster Optical Cables that cost $60.00 each.
The Direct TV was set up by the only company that does the installs in the Denver area and the lip-sync problem still exists when I watch programs through the Direct TV HD Receiver.
I also have the Sony Blu-ray player as part of my system and when I play DVDs Blu-ray or Standard they play perfectly with zero lip-sync problems.
After many calls the Direct TVs (technical service department) I tried to cancel my service and receive a refund for what has been a horrible experience and they sent me the enclosed e-mail.
Thought it is worth sharing.
Subject
Poor Technical service
Discussion Thread
Response (AZ Khylilah T) 02/06 03:54 PM
Dear Sir,
Thanks for writing as it's always a pleasure to hear from one of our new customers. I'm sorry to hear about the lip sync problem that you're having with your HD DVR and I apologize for the delayed response to your email. I completely understand your frustration, and I would like to help resolve the issue with the Lip Sync on your HD DVR without having to involve the Better Business Bureau. While our corporate office responds to any inquiries that the Better Business Bureau forwards to us, we encourage our customers to call or write us directly with their concerns.
The problem with lip sync on HD (especially with Dolby Digital surround sound) is an industry wide problem. Lip sync issues on HD occur because the video and Dolby audio cannot be sent in the same stream of information. As with any service, DIRECTV's audio and video are broken down into pieces when transmitted over the airwaves.in addition to the video and audio being on two different streams of information, the size of the pieces of information in the video and audio streams are not the same. For example, let's say that the information in the video stream is broken into 1 inch blocks and the information in the audio stream is in 2 inch blocks. Synchronizing the Dolby audio and video is comparable to trying to piece together two parallel lines of 1 inch blocks and 2 inch blocks. The two lines will never be even or completely match up.
Another factor in the lip sync issues on HD programming with Dolby Digital Audio is that, currently, there's nothing in Dolby standards or technology to automatically synchronize the audio to the video. This means that "drifting" can occur over time and the audio and video must constantly be manually synchronized to reduce lip sync issues.
Again, this is not a problem with just DIRECTV, but it is an industry wide problem with HD. Lip sync issues on HD with Dolby technology occur on satellite TV, over-the-air TV, and cable TV which is why the replacement receivers and technicians haven't been able to resolve the issue.
If your surround sound system was set up well (with optimal delay time), it's the best that technology can provide. You may check the surround-sound manual or contact the system manufacturer for more information about the delay time on your surround sound equipment.
However, there are a few things you can try to reduce or manually synchronize your audio with the video.
- Channel Up then Down. With Dolby, drifting can occur over time and Channeling Up/Down will sometime help synchronize audio to video.
- On the HD-DVR, rewind the programming for 5 seconds, then fast forward back to the live broadcast. Rewinding can clear the review buffer, which may resolve lip sync issues.
- Component cables (Red, Green, and Blue), rather than an HDMI cable, with standard RCA audio cables (white and red) are known to reduce "drifting" and lip sync issues.
- Try running your sound directly from the receiver to the TV. This would mean that you would be bypassing your surround sound receiver and can be difficult to connect. However, the manuals for your TV or sound system may provide some help.
Also, you may find some helpful information at the DIRECTV Technical Help forums. Just visit http://forums. Directv.com/pe/index. Jsp to find answers to your questions.
I reviewed your account and I see that we have already escalated your account information to the appropriate department, so I didn't take any further action. I understand the importance of being able to enjoy your favorite programs in HD and I hope that I've been able to clarify the problem for you.
In regards to the commitment on your account and the up front fees paid for leasing equipment, DIRECTV is unable to fulfill your request to have the commitment waived due to the lip sync issues and we are unable to refund you for any equipment or activation related expenses as all sales are final after installation and activation.
Because we significantly discount the price of equipment and installations, we ask you to keep your programming for at least 18 months for standard receivers / 2 years for DVR, HD, and HD-DVR receivers. I have reviewed your account and I see that you activated equipment on 1/11 and per the terms of your activation offer you agreed to a 2 year programming commitment. If you do not maintain the minimum program requirements we may charge an early cancellation fee of up to $480.00 to your account.
For more information on programming commitments please visit our web site at directv.com/agreements.
Please accept my apology on behalf of DIRECTV for the experience you had when you spoke to our Customer Service Representative and with Qwest's representative. I tried to call you today at around 3:45 P.M. To assist you, but I was unable to reach you. We take experiences like the one you had very seriously.in addition, I have forwarded your information to DIRECTV management to follow-up with the agent (s) you spoke with for coaching.
Thanks again for writing and giving us an opportunity to respond to your concerns.
Sincerely,
Khylilah T.
U6010
DIRECTV Customer Service
Ron
Denver, Colorado
U.S.A.
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