Major DT issue....Please help

[tomm1079]

I have been around theses boards for about a year and a half and have gotten alot of help from everyone (even helped some myself) but i got an issue i need help with.

Last week i ordered a new Dual Tuner with that nice little special Tivo has. This will be my 2nd DT and i have 2 standalones. The problem i am having is the 2nd turner in the DT unit does not get a signal. I am using basic analog cable for both tuners and one tuner works fine and the other gets the blue no signal input.
As good of luck as i have had in the past the customer service people have not been helpful at all. One guy told me to go get an cable amplifier and then call back. He said if that doesnt work they will send me a new unit. So i called back after i purchased an cable amplifier and i get transfered like 5 times and finally I am told that i cannot get a new unit until i go through various steps (mind you i am driving in the car at this point figuring i could just call and swap the units). Then he keeps repeating it every time i ask a question (that got EXTREMELY frustrating). Should i just do the 30 day cancel of the box and order a new one or will i actually be able to get some help from these people (it has been very frustrating).
Anyone know how to fix this issue? the last rep i talked to said they should be able to fix it with some commands in the remote (if he tells me to reboot it or change channels again i will flip out on him).

please help and give advise

[yunlin12]

Just a stupid question, do you have the cable going directly to the Tivo without a cable box?

[ZeoTiVo]

actually the first thing I would have said as well was weak signal on the cable coming in.

So they are trying other things to get the second tuner going. I do know there are remote control commands that will get diagnostics to run. What they have in there for Tuners I do not know. I would make one more call while sitting in front of the DT and give them a chance and at whatever point you think they are just blowing smoke then ask to be transferred to the "taking it back within 30 days department"

[Dan203]

Based on this photo...

http://www.tivocommunity.com/tivo-vb/showthread.php?p=3986541&&#post3986541

it looks like the second tuner is connected to the first via a small RF cable. If you're feeling brave you could always pop it open and make sure it's screwed in correctly.

Otherwise I would simply call TiVo and demand that you either get a replacement or an RMA under the 30 return policy.

Dan

[tomm1079]

actually the first thing I would have said as well was weak signal on the cable coming in.

So they are trying other things to get the second tuner going. I do know there are remote control commands that will get diagnostics to run. What they have in there for Tuners I do not know. I would make one more call while sitting in front of the DT and give them a chance and at whatever point you think they are just blowing smoke then ask to be transferred to the "taking it back within 30 days department"


Always count on zeo for a straight answer...

Thanks alot

yunlin12: no cable box

[ZeoTiVo]

Always count on zeo for a straight answer...

Thanks alot

yunlin12: no cable box :)

And count on Dan for a good technical answer - I would follow up on that myself. Of course the TiVo CSR response has to be - you void the warranty if you open the box. The CSR will never tell you about the cable and will tell you not to open the box. So bear that in mind and do not tell the CSR if you opened the box. You may still have to return it.
I forget if they have any sticker you have to break to open it.

[tomm1079]

:)

And count on Dan for a good technical answer - I would follow up on that myself. Of course the TiVo CSR response has to be - you void the warranty if you open the box. The CSR will never tell you about the cable and will tell you not to open the box. So bear that in mind and do not tell the CSR if you opened the box. You may still have to return it.
I forget if they have any sticker you have to break to open it.


no sticker :)

dans answer was thier when i posted..i swear...


thanks for the helpful info guys..ill be talking to them tonight and ill keep you updated on this post (i am in process of moving right now so no internet at home...gotta use works)

[yunlin12]

Based on this photo...

http://www.tivocommunity.com/tivo-vb/showthread.php?p=3986541&&#post3986541

it looks like the second tuner is connected to the first via a small RF cable.

[....]

Dan

Learning something new everyday :up:

[TiVo Troll]

...Should i just do the 30 day cancel of the box and order a new one or will i actually be able to get some help from these people (it has been very frustrating).
Anyone know how to fix this issue? the last rep i talked to said they should be able to fix it with some commands in the remote (if he tells me to reboot it or change channels again i will flip out on him).

please help and give advise

Unless you've already solved the problem, don't settle for BS. Insist on returning the TiVo for a replacement that works or a full refund. It's not your job to fix quality control problems on a new piece of A/V gear.

[tomm1079]

just an update for everyone.

I got a customer service rep last night who was very knowlegeable. He said i should of been given a replacement with the previous call. He is taking the tivo back and even doing cross shipping. I should have it in the next couple of days.

thanks for all your suggestions...

[ZeoTiVo]

Good to hear about a CSR that can do the right thing :up:

[Stanley Rohner]

FYI

I've heard in the past that even if it's a day or 2 old they'll send you a refurb unit, not another brand new one. There might not be any refurbed DTs to send out yet.