DirecTV
DVR system doesn't work... Poor customer service

DirecTV's DVR service has been nothing but issues since I purchased the service. I have had numerous technical issues with their receivers and their software that they use. I have had my DVR box replaced twice, I have had to reformat my hard dive in my DVR at least 6 times (each time this is done, you lose all of the recorded programming saved in your DVRso I lost all of my shows 6 times at least not counting the two times I've had the box replaced) and I've had their service people out here to inspect my system.

Last Friday (March 30) a technician installed a brand new DVR box and also replaced all of my cabling to make sure THAT wasn't the issue. Not 24 hours after this occurred, I was once again having the same issues with the DVR. After requesting DirecTV do something further for me than just a measly $20 off my bill for 6 months I am now being told that their system doesn't work. The paragraphs below are from DirecTV regarding their system NOT working:

Dear Mr. K*,
Thank you for writing about the problems you are having with your DVR; I am very sorry that you have had so many difficulties with this equipment.

As you now have an R-15 300 model DVR, we are aware that some customers with this specific DVR may experience this problem. Fast forwarding and other black screen recording problems are being reported, this is a software issue and DIRECTV is working very hard to correct this issue.

Currently we are not replacing these receivers for this issue and we cannot setup a service call as this will not resolve the problem either. Reformatting or resetting everything will not correct this issue either. We are currently waiting for a software update to correct this issue. A temporary fix for this issue would be to not use the fast forward for skipping commercials and if other black screen problems are causing problems simply reset the receiver.

I do see that we have already issued a $20 off for six months discount and I want to reassure you that we are hard at work to resolve the issues you are having with your DVR.

Thank you again for writing about the DVR, we appreciate your patience in this matter and are truly sorry for any frustration this may have caused. Please stay tuned to directv.com for the latest information about our service.

As you can see, they are doing nothing for me here at all considering I've had issues since October with their service. I really love my DVR and wish it would work properly, or at least have somebody acknowledge w / DirecTV that their system is flawed and extend me something much further than $20 off (especially seeing as how I spend over $100 a month on the 4 receivers I have in my home, plus all of my the movie channels, plus every other option I can get thru them).

If anyone out there is considering some type of Digital Video Recording service, I strongly urge you to stay away from DirectTV's DVR serviceit flat out doesn't work. Thank you for your time, and best of luck to all of you out there with the same issues. I sincerely hope somebody from DirecTV see's this.

Company: DirecTV
Country: USA
State: Maryland
City: Baltimore
Site: directv.com

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