DirecTV knows their TiVo DVR is faulty. Won't replace it though.
Like many TiVo fans, I held off on switching to DirecTV until the announcement was made that they would be releasing a new TiVo box. I was thrilled to get out of our high monthly payments to Comcast and called DirecTV right away.
I was told I could get an HD DVR for $99. The customer service rep sounded surprised that I wanted instead to pay an $100 for their new TiVo DVR. It also ended up being $5 more per month for the TiVo service, something they didn't tell me, but I figured was worth it once I found out.
Well, since then, like many, many others with the THR 22-100, I have had consistent problems with it from the onset. Aside its internal clock being behind 30 seconds on every channel (resetting doesn't fix it), the biggest issue is the frequent stuttering and pausing. If you're watching a sitcom you're going to miss the punchline. If it's drama, you'll miss important dialog. Forget about enjoying a musical performance.
So, in when I called in April after many months of tolerating this, the guy was super nice and told me that it was probably just a hard drive problem. He also nicely told me that this was the first time he had heard of the problem but that they were relatively new. They sent me a new one free of charge with a return label so I could send the old one back with no additional cost to me. Very good customer service.
Then the new one came and it was exactly the same - stuttering, skipping and pausing. So I put off calling them for a long time. Too long apparently because when I finally called today I was told they knew about the problem and would not replace it.
So they DO know that their crappy equipment isn't working correctly! They told me there was no point in replacing it because the replacement would likely be the same way. They said it is a software problem, not a hardware one. They are writing a new program to try to fix the software problem, but there is no time frame. The woman I talked to rudely said "I am telling you that there is no time frame, which means it could be today or tomorrow or next week." I replied with "Or next year."
When I heard all of this I asked just to be "downgraded" to a the standard DVR (which in my opinion I should be paid $99 to do since the faulty THR 22-100 was $100 more). After getting the run around and being placed on hold for several minutes, I was told that it would cost $49 for a technician to come out and hook it up (as though the customer is not capable of plugging in a glorified VCR) and $20 in shipping. Last time it was a simple transaction: they ate the shipping costs and sent it to me to install myself. But now I'm told that is an impossibility.
This isn't customer service. I'm not sure what it is, but the people at DirecTV clearly do not care about servicing their customers. I would get rid of DirecTV in a heartbeat if it weren't for the over $300 in early termination fees I would have to pay.
So the bottom line for those of you who have this equipment is that they know it's broken and are working on fixing it. The bottom line for those who are considering switching to DirecTV is DON'T.