Since our DVR stopped working a couple weeks ago, we've experienced a sort of thankfulness for not having TV available all the time. It's just been sitting there, being broken, eating power because I haven't turned it off just in case it suddenly wanted to work again. Unlikely, but I wasn't willing to rule it out.
Today I decided that I wanted to take it apart and see if I could harvest the hard drives for my computer, that and poke around, see if a DVR has anything else that might be interesting inside it. So I decided to call the DirecTV support one last time, just to make sure our options at this point were limited to buying a new box or purchasing a service plan that would cost about the same amount as a new box.
DirecTV starts you off with a VRU that runs you through some basic troubleshooting, making sure you're on the correct channel or that your box is on, etc. I was tempted to test the rumor I heard about how you could bypass a VRU by swearing at it, the theory being that profanity would indicate agitated customers who are thus swiftly moved to a sympathetic tech. Instead I just went through the motions of doing what it said until I was moved on to a technician.
Bambi greeted me and we did more basic trouble shooting. I reset the DVR while she was on the phone, as if this was a magically different attempt than any of the other times I reset it. After doing that a few times I started applying what I remembered from working in tech support myself.
I asked if there was an update around the time the DVR stopped working. While she was looking it up I mentioned a forum post I saw on their website that started the same day my DVR stopped working where several other people with my model had the same complaints. She noted that there were updates the day before and a week after my DVR stopped working. So we tried forcing the DVR to download the newer update in case the problem was bad firmware. I was extremely nice and accommodating the whole time, waving off her apologies when certain operations took a long time, basically making her job as easy as possible.
Tech support is generally a thankless job. You get a lot more abuse than praise, so being nice to a tech can go a long way. I talked tech with her for awhile, we talked about how the DirecTV model DVR's weren't as good as the models they used to subcontract, but how the software updates since then had made them more usable. It wasn't manipulation for manipulations sake, I really prefer to be friendly with people, but I also knew that endearing myself to her would make it more likely for her to pull whatever strings she could, and it worked!
After downloading the firmware and restarting, the DVR still hung, so she decided the next best step would be to send a technician. When
trian called tech support last time they told her it would cost $80 to buy the service plan which would enable them to send a technician, so I asked if this visit would cost us anything and she said it wouldn't. She then took a long time to enter my information in their system and determine the soonest a technician could come out. Many apologies later she said a technician could come in a week. I checked again to confirm that the visit wouldn't cost anything because my wife had been told it would cost $80 and she said that normally it would!
So there you have it, being nice can pay off. If it didn't I've have called back and tried again, different tech's have different levels of knowledge, and some techs have more power than others to pull strings. So if you get an unhelpful or combative tech, it's often helpful to call back and try for someone else.
Of course, now I'm a little apprehensive about having the TV working again. We all agree that life is better without it dominating our evenings. It's definitely a better experience to watch shows like Lost and Heroes on the TV than on the computer. But not having access to the TV has forced us to spend more time together. With the DVR back, we'll have to use discipline to only record/watch shows that we really want to see, and not junk TV. There's still a chance that the technician won't be able to fix our box and we'll still be without it, but even if he is able to fix it, I think this experience has given us an awareness of the effect the TV has had on our lives, and the importance of leaving it off most of the time.