DirecTv wants to charge me $100 for a service call when they installed a defective satellite LNB!

6 June 2019

DirecTv LNB Receiver Water Problem 

During a recent system upgrade to the Genie 3, DirecTv installed a new and improved satellite dish.  The satellite dish worked great for about one year and then the signal strength reduced to about 60% of normal.  Tree obstruction and weather were not an issue.  Quite, obviously, the low signal strength is the reason for the current “771” error code.  I reset the receiver and did all of the troubleshooting suggested and nothing would eliminate this error code problem.  On visual inspection of the LNB 3D2RBLNBRO-14 at the satellite dish, I determined that the plastic lens cap over the LNB sensor, was half full of water. 

I called DirecTV customer support about a “771” error code on all my channels.  DirecTv wants to charge me over $100 for a service call to fix the LNB lens water problem.  I declined this and they offered me a maintenance warranty service contract for $8.95/month ($107/year).   I also declined this offer.  Why should a long time customer of DirecTv pay for defective part from their supplier?  The customer service employee said he could not waive a service call expense.  I asked to talk to his supervisor and after a 10 to 15 minute wait on hold, I talked to his supervisor (AG603 Michael).  Michael also would not waive the service call charge and he insisted that water entering the LNB was my problem since it was weather related.  He said he would waive only $8.95 for the first month of the warranty contract, and I must keep the warranty contract for at least 6 months.  WOW, what an offer.  I again declined the warranty contract and told the supervisor to cancel the service work order, I will fix it myself!

I went out to his satellite dish and popped off the lens cover and found that the “O” ring was not installed properly.  This over time, allowed water to enter the LNB cavity behind the lens.  After repairing the “O” ring and lubricating it, I reinstalled the lens cover and guess what, all of my signal strength numbers increased back to near 100%.  Problem solved.  Now, how many DirecTv customers have paid for a service call because the “O” ring was improperly installed by their supplier?

DIRECTV 4K LNB, Ultra HD, 13 Tuner, Replaces SWM 3 HD LNB (3D2RBLNB)

Get 4K channels when used with this LNB. Attaches to any Slimline dish and provides 13-tuner capability to Genie DVRs and SWM-capable legacy equipment. Self-configuring, simply remove the old LNB connect it, and reboot all your receivers! Requires 21V power inserter (not included) Receives content from the 99, 101 and 103 Satellites Built-in...