With no Protection Plan,How much is a receiver?

[Volman]

If you do NOT pay the $5.99 a month for a protection plan,and a receiver dies,is there a charge for service?Shipping?I assume there would be a service call....is it charged?Thanks!!

[MrLatte]

I just asked basically the same question on another thread. If you're leasing the box I would think they'd replace it for free.

It might come down to whether they can verify if the box is really dead or not and that might require a technician be sent to your house.

[Mertzen]

Technically it's $19.95 but it seems to be waived sometimes, maybe according to account history.
Sometimes they will for a truck roll.

[Bill Broderick]

If no service call is required, the cost for a replacement receiver is free plus $19.99 (or $19.95) for shipping. This includes the return shipping cost. A pre-paid FedEx label is typically included for you to use to ship the old receiver back to them.

[dconfer]

Does this start your contract over again?

[gilviv]

It is my understanding that when D* replaces equipment along with it comes a new contract.

[Rhoq]

It is my understanding that when D* replaces equipment along with it comes a new contract.

When I had an R15 die on me last year, they sent a tech out to verify that it was indeed dead. It was replaced without any additional charge (I also pay for the protection plan, though). He took the dead R15 with him and I did not sign a new contract. However, when I upgraded to HD back in September, I did have to sign a new 2-year agreement.

[davring]

To my knowledge, if D* replaces an "owned" receiver it will incur a contract extension, if they are replacing a defective "leased" tuner it does not. If you have the Protection Plan they do not extend your contract.

[Volman]

So you guys are saying no charge for a service visit,as long as the unit is actually dead?Then possibly a $19.95 S&H fee?

[l8er]

To my knowledge, if D* replaces an "owned" receiver it will incur a contract extension, if they are replacing a defective "leased" tuner it does not. The Protection Plan is the only way around a 24 month contract extension. Replacing a defective leased receiver restarts the 24 month clock (just found out myself the hard way).

[davring]

The Protection Plan is the only way around a 24 month contract extension. Replacing a defective leased receiver restarts the 24 month clock (just found out myself the hard way).

I would protest that, I do believe they made a mistake. If the contract concerns you, I would call them. I personally could care less about a contract.

[CCarncross]

So you guys are saying no charge for a service visit,as long as the unit is actually dead?Then possibly a $19.95 S&H fee?

That's not quite right.

If D* rolls a truck to your location outside of the 90 days from initial install, without the PP, you pay for the service call but the box if he has one on the truck technically costs nothing but a commitment extension. If they will ship one to you based on whats wrong with the IRD, you typically would only pay S&H, plus a new 2 year commitment regardless of how much time is left on your previous commitment.

With the PP, you dont pay for service calls, and you dont pay for shipping on a replacement IRD, plus it doesnt typically extend your commitment.

[Rich]

With the PP, you dont pay for service calls, and you dont pay for shipping on a replacement IRD, plus it doesnt typically extend your commitment.

That simple sentence makes the argument for spending a few bucks a month for the PP. But it's more than that. If you have three calls on the same problem, the PP refers you to the Case Management Group and they get your problems straightened out no matter how long it takes. Or so it seems.

Rich

[hobie346]

How far does the PP go? Does it cover adding new RG6 runs for new/upgraded receivers - at what cost?

[RobertE]

How far does the PP go? Does it cover adding new RG6 runs for new/upgraded receivers - at what cost?

Absolutely not.

[BattleZone]

How far does the PP go? Does it cover adding new RG6 runs for new/upgraded receivers - at what cost?

The protection plan covers repair/replacement of EXISTING lines, at the discretion of the tech. It does not cover replacing stuff "cause the customer wants it replaced" and does not cover installing anything new.

[CCarncross]

How far does the PP go? Does it cover adding new RG6 runs for new/upgraded receivers - at what cost?

No, But if you order new gear from D*, they will send out a tech and install the wiring needed to make it functional, i.e. like replacing a STD receiver with a DVR that needs 2 lines etc.

[Aztec Pilot]

My experience is they make me pay for shipping, but that was a few years ago. Consider just buying a new box online or at a store. That way you get the model you want and it is new (not refurb). A scan of ebay indicates NIB HR** for under $200 shipped. Don't forget the 8% cashback from Live.com.

[dyker]

I always understood the contract isn't supposed to be extended but their software does it automatically. The Access card department (I think) can correct it. D* screws up and does extend but you can call them with some hassle and have that extension removed. That is the way it was described last year. I also found this interesting. (http://www.dbstalk.com/showpost.php?p=1526175&postcount=48)

Is there any document on directv.com that now outlines that leased hardware replaced will create another 2 year extension?

The best documentation I can find (here) is the infamous Merg Posting (http://www.dbstalk.com/showthread.php?t=119756)

[Spanky_Partain]

If you do NOT pay the $5.99 a month for a protection plan,and a receiver dies,is there a charge for service?Shipping?I assume there would be a service call....is it charged?Thanks!!

So you guys are saying no charge for a service visit,as long as the unit is actually dead?Then possibly a $19.95 S&H fee?

The true answer lies in a phone call to Directv.

[Rich]

The protection plan covers repair/replacement of EXISTING lines, at the discretion of the tech. It does not cover replacing stuff "cause the customer wants it replaced" and does not cover installing anything new.

The PP covered the complete rebuild of my dish to HR "system". All cabling that didn't have compression fittings were fitted with compression fittings. My dish was replaced and a grounding block was finally installed. Took from the end of January till the end of April of last year, and I didn't pay a cent. Nothing was done at the discretion of the installers (there are no techs), it was all done according to the work orders that were issued by the PP and the CMG.

Rich

[wingrider01]

To my knowledge, if D* replaces an "owned" receiver it will incur a contract extension, if they are replacing a defective "leased" tuner it does not. If you have the Protection Plan they do not extend your contract.

Technically not true, the tier 1 csr will activate the new reciever it will activate as leased and extend the commitment, they have no idea what a owned unit is. At that point work your way to the access card department and discuss it with them, they will remove the lease flag and reset the commitment. Had to do this on replacing a defunct HR10 and a couple of old Panasonic SD units, bootom line 4 of the units are still flagged as owned with no contrect extension - I do have the protection plan though, my inlaws do not and I went through the same steps with their DVR when it was replaced due to a hardware failure. Key is the access card department

[dyker]

Hi, I was curious after reading this again and again on the forums. Everyone will eventually have a hardware failure with their leased equipment. So I emailed DirecTV myself today:
Customer (XXXX XXXXXX) - 05/01/2009 09:01 AM
Please provide me with the DirecTV policy on lease extensions for replacement of failed leased equipment.

I think I have around 7 months left on my contract. If I have equipment problems on a Leased HR21-700 and have that unit replaced (not an added unit but replaced due to equipment failure) Will I be required to extended the contract by another 2 years? I do not have the protection plan.

I do not currently have a problem but will eventually as everything eventually breaks. So I want to understand your policy whether a new 2 year commitment would be activated for failed equipment replacement.

This is the response I received (removed CSR personal info):

Response (AXXXXX X. - #######62) - 05/01/2009 12:00 PM
Dear Mr. XXXXXXX,

Thanks for writing. I see that you are one of our loyal customers and I want to let you know that we appreciate your business.

Let me assist you about your concern with the lease agreement. DIRECTV significantly discounts the price of equipment and installation so we ask customers to agree to a programming commitment of 12-24 months effective when they accept and activate service. I see that you activated equipment on 2/XX/2008 and at that time you agreed to a 24 months programming agreement. If you cancel your service or do not maintain the minimum programming requirements we may charge an early cancellation fee. However, lease to lease equipment replaced due to technical issue will not renew the programming agreement.

Details about programming agreements and early cancellation fees are included in our advertising and point-of-sale materials. This information is also included in the confirmation letters sent by DIRECTV after you place an order for equipment and in the DIRECTV Equipment Lease Addendum, which is signed at the time of installation.

For more information on programming agreements, please visit our website at directv.com/agreements

.

Sincerely,

AXXXXXX X.
Employee ID ######62
DIRECTV Customer Service

[Rich]

Technically not true, the tier 1 csr will activate the new reciever it will activate as leased and extend the commitment, they have no idea what a owned unit is. At that point work your way to the access card department and discuss it with them, they will remove the lease flag and reset the commitment. Had to do this on replacing a defunct HR10 and a couple of old Panasonic SD units, bootom line 4 of the units are still flagged as owned with no contrect extension - I do have the protection plan though, my inlaws do not and I went through the same steps with their DVR when it was replaced due to a hardware failure. Key is the access card department

So, all those TiVos I deactivated and still own should have been replaced with "owned" HRs? Hmmm. Would seem logical, no? I effectively replaced owned DVRs with leased HRs. Should that be?

Rich

[BattleScott]

Hi, I was curious after reading this again and again on the forums. Everyone will eventually have a hardware failure with their leased equipment. So I emailed DirecTV myself today:
Customer (XXXX XXXXXX) - 05/01/2009 09:01 AM
Please provide me with the DirecTV policy on lease extensions for replacement of failed leased equipment.

I think I have around 7 months left on my contract. If I have equipment problems on a Leased HR21-700 and have that unit replaced (not an added unit but replaced due to equipment failure) Will I be required to extended the contract by another 2 years? I do not have the protection plan.

I do not currently have a problem but will eventually as everything eventually breaks. So I want to understand your policy whether a new 2 year commitment would be activated for failed equipment replacement.

This is the response I received (removed CSR personal info):

Response (AXXXXX X. - #######62) - 05/01/2009 12:00 PM
Dear Mr. XXXXXXX,

Thanks for writing. I see that you are one of our loyal customers and I want to let you know that we appreciate your business.

Let me assist you about your concern with the lease agreement. DIRECTV significantly discounts the price of equipment and installation so we ask customers to agree to a programming commitment of 12-24 months effective when they accept and activate service. I see that you activated equipment on 2/XX/2008 and at that time you agreed to a 24 months programming agreement. If you cancel your service or do not maintain the minimum programming requirements we may charge an early cancellation fee. However, lease to lease equipment replaced due to technical issue will not renew the programming agreement.

Details about programming agreements and early cancellation fees are included in our advertising and point-of-sale materials. This information is also included in the confirmation letters sent by DIRECTV after you place an order for equipment and in the DIRECTV Equipment Lease Addendum, which is signed at the time of installation.

For more information on programming agreements, please visit our website at directv.com/agreements

.

Sincerely,

AXXXXXX X.
Employee ID ######62
DIRECTV Customer Service


Thanks for this post. This is probably one of the most widely spread myths here about the PP. It seems as though every thread started involving the plan will have numerous posts indicating that your committment is extended for having a receiver replaced without the plan.
What would be great would be a locked sticky covering the "facts" about the PP.

[Volman]

Is there a place to find out(on-line at DirecTV's site) how much longer one's commitment lasts?Seems like there once was.I couldn't find it.

[BattleZone]

No, you now have to call to find out.

[raott]

Thanks for this post. This is probably one of the most widely spread myths here about the PP. It seems as though every thread started involving the plan will have numerous posts indicating that your committment is extended for having a receiver replaced without the plan.
What would be great would be a locked sticky covering the "facts" about the PP.

The problem about that "myth" is the number of stories where the commitment was indeed extended when it wasn't suppose to be. Some have suggested that D*'s own systems default to extend the commitment and it takes a CSR to override.

[BattleScott]

The problem about that "myth" is the number of stories where the commitment was indeed extended when it wasn't suppose to be. Some have suggested that D*'s own systems default to extend the commitment and it takes a CSR to override.

There are stories of extensions for those with the PP as well. They are all just that, "stories". If it happens, it is like any other error on your account, a simple call will take care of it.

The "myth" is that the PP offers the advantage of not extending your committment due to leased equipment replacement and it is simply not true. Your committment is not renewed when a faulty leased receiver is replaced, with or without the PP.

[tds4182]

To my knowledge, if D* replaces an "owned" receiver it will incur a contract extension, if they are replacing a defective "leased" tuner it does not. If you have the Protection Plan they do not extend your contract.


A few months ago I replaced an "owned" H20 that failed with an H21 under the Protection Plan. When I called tech support about the dead H20 I explained to them that it was an "owned" receiver and that I wouldn't replace it if it was going extend my contract.

They then transferred me to the "access card" department who verified that, since I was replacing an "owned" receiver under the PP, no contract extension would occur.

I've since verified that this is the case.

The access card department is the only department in D* that has the authority to make these type decisions. CSRs and the tech support unit can't.

[Spanky_Partain]

Remember,
You are dealing with Customer Support Representitives also. They are human! That means things can change. Sometimes if you call with a problem, it may get resolved and sometimges it will not. There are probably written protocols to follow and that was posted in the response from Directv above.

Honestly folks,
If you have a question about replacement/broken equipment, call Directv and talk to them. There are a lot of stories that differ from port to post on this subject. I purchase the PP because I want immediate replacemnet by the next day and I do NOT want to get on the roof to adjust my dish if it needs it.

[BattleScott]

Remember,
You are dealing with Customer Support Representitives also. They are human! That means things can change. Sometimes if you call with a problem, it may get resolved and sometimges it will not. There are probably written protocols to follow and that was posted in the response from Directv above.

Honestly folks,
If you have a question about replacement/broken equipment, call Directv and talk to them. There are a lot of stories that differ from port to post on this subject. I purchase the PP because I want immediate replacemnet by the next day and I do NOT want to get on the roof to adjust my dish if it needs it.

I'm not trying to be argumentative or say your right or wrong to have it, but there is just too much "mis-information" be passed around about the protection plan. There are absolutely no services available to PP subscribers that aren't available to everyone else. The only difference is the costs for the services.
There is no provision for "expedited" shipment or any other upgraded delivery service. The only difference is in the cost. PP plan covers the shipping costs, non-PP pays $19.95 for shipment of replacement and return of defective unit.
Also, you do not need the PP to have your dish adjusted, they will send someone to do that for you if neccessary for $49.95.

If you feel more comfortable spending the $6 a month to avoid potentially higher one-time charges, that is certainly your call and is a matter of personal choice. But the PP does not buy you ANYTHING that isn't available to any non-PP subscriber for a fee.

[Spanky_Partain]

I'm not trying to be argumentative or say your right or wrong to have it, but there is just too much "mis-information" be passed around about the protection plan. There are absolutely no services available to PP subscribers that aren't available to everyone else. The only difference is the costs for the services.
There is no provision for "expedited" shipment or any other upgraded delivery service. The only difference is in the cost. PP plan covers the shipping costs, non-PP pays $19.95 for shipment of replacement and return of defective unit.
Also, you do not need the PP to have your dish adjusted, they will send someone to do that for you if neccessary for $49.95.

If you feel more comfortable spending the $6 a month to avoid potentially higher one-time charges, that is certainly your call and is a matter of personal choice. But the PP does not buy you ANYTHING that isn't available to any non-PP subscriber for a fee.


I think my first post addresses this...
Click HERE (http://www.dbstalk.com/showpost.php?p=2084598&postcount=20)


Here it is the Directv PP from the WEB.

Plan Benefits
The DIRECTV PROTECTION PLAN gives you the ultimate in professional technical services for your DIRECTV® System, including:

Covering the cost associated with replacing defective equipment, including remotes and receivers
Coverage of wiring, satellite antenna, connections/switches and more
Power surge-related repairs
Dish antenna realignments
24-hour technical support
In-home service calls

One Low Monthly Fee
Get the DIRECTV PROTECTION PLAN for just $5.99 a month. This low monthly fee covers every DIRECTV® Receiver on your account.

[dyker]

While I was on my account at Directv I saw the leave a comment link so I left a complaint that the online policy on replacing a defective receiver is unclear as to if the commitment is extended. I received this response via email:

Thanks for writing back to us. I'm sorry if your concern was not properly addressed previously. For your reference, in the event that we replace any of your HR21-700 receivers for technical reasons, your existing programming agreement will not be extended.

Thanks again for writing.

Sincerely,

RXXX Sxxxxx C. - xxxxxxx70
DIRECTV Customer Service


I hate being under contract. I've been their customer since 1995-6 but I won't get another receiver in the house because I don't want to be under contract.

[BattleScott]

I think my first post addresses this...
Click HERE (http://www.dbstalk.com/showpost.php?p=2084598&postcount=20)


Your first post doesn't address anything. A phone call to DirecTV will only result in the sales presentation they are trained to give, not the truth.
The truth lies here (http://www.directv.com/learn/pdf/DirecTV_service_contract_v4.pdf).

[wingrider01]

So, all those TiVos I deactivated and still own should have been replaced with "owned" HRs? Hmmm. Would seem logical, no? I effectively replaced owned DVRs with leased HRs. Should that be?

Rich

If I can figure out what you are talking about

did you deactivate them or replace them due to breakdown?

The HR2X;s that were sent to me as replacements due to hardware failure of my owned HR10's (all of them where active when they failed) are marked as owned, while they did not originally active that way by tier 1 support, the access card department was able to correct the flag back to owned and remove the extended commitment.

[TBlazer07]

I have the PP and I had 3 OWNED HR10-250's. The FIRST one was replaced as a free UPGRADE (I got the 5lnb etc). That came with a 2yr extension it it was marked as LEASED since it was an UPGRADE.

The next 2 were replaced as they died off under the PP with HR20's. Those 2 HR20's are both marked as OWNED and created no extension of contract. I later obtained from a friend a USED PREVIOUS OWNED HR20 and put it on my account (total of 4 HR20's) and that one was also marked as OWNED and there was no extension to my agreement.

Under PP OWNED is replaced by OWNED.

I did have an issue with the CSR on the last one (the one from a friend). She said it would be leased on my account and wanted to extended my contract. I told her NOT to add it and transfer me to the access card deptatment where THEY added it as OWNED with NO contract extension.

Bottom line is OWNED is always replace by OWNED with PP. OWNED is always replaced by LEASED without the PP.

[Rich]

If I can figure out what you are talking about

did you deactivate them or replace them due to breakdown?

As I gained HRs and they became more stable, I deactivated TiVos. Might have been some bad TiVos in the mix, I had a lot of trouble with them.

The HR2X;s that were sent to me as replacements due to hardware failure of my owned HR10's (all of them where active when they failed) are marked as owned, while they did not originally active that way by tier 1 support, the access card department was able to correct the flag back to owned and remove the extended commitment.

I gotta call the ACT. By the way, they call themselves the Access Card Team (ACT).

Rich

[wingrider01]

As I gained HRs and they became more stable, I deactivated TiVos. Might have been some bad TiVos in the mix, I had a lot of trouble with them.



I gotta call the ACT. By the way, they call themselves the Access Card Team (ACT).

Rich

So you deactivated them and request new boxes, best bet is those are leased and will stay that way, but you never know, will only cost you a couple of hours of phone time.

Act, acces card department, same thing, sam function, who care except the people that work in it.

[Spanky_Partain]

Your first post doesn't address anything. A phone call to DirecTV will only result in the sales presentation they are trained to give, not the truth.
The truth lies here (http://www.directv.com/learn/pdf/DirecTV_service_contract_v4.pdf).

Nope, I still continue to say Call them and see what they may be offering today, as stated earlier, it can change.

[Rich]

So you deactivated them and request new boxes, best bet is those are leased and will stay that way, but you never know, will only cost you a couple of hours of phone time.

Act, acces card department, same thing, sam function, who care except the people that work in it.

You're probably right about them being leased. Don't feel like going thru the hassle. D* has given me at least three HRs, possibly four over the years, so if I want an owned one I can buy it on eBay and deactivate one of the HRs I have and send it back.

About the ACT thing. I hate acronyms. But sometimes they do serve a purpose. For instance, we started calling the Seagate Free Agent Pro an FAP almost immediately. That kind of acronym I get. Same thing with the ACT acronym. Would you rather keep typing Access Card Group/Team/Department, or would you rather just ACT? See what I mean? :lol: I'm almost terminally lazy.

Rich

[cowboy620]

"D" has replaced my hr22-100 in the livingroom several times. the first time the box was only about 6 months or less old. but they only gave me a refurb unit.

the second was a refurb again. that lasted all of about a week. when i called back they sent me another box no questions asked.

this time they sent a brand new one no problems since. :hurah:

each time there was no charge and no shipping. the rep said since i was a long time good standing cust. there would be no charge no shipping fee.:hurah: i have been with"D" almost since the begining.

when walmart used to sell the do it youself kits. and the rca box that came with the 18" round dish.

[wingrider01]

You're probably right about them being leased. Don't feel like going thru the hassle. D* has given me at least three HRs, possibly four over the years, so if I want an owned one I can buy it on eBay and deactivate one of the HRs I have and send it back.

About the ACT thing. I hate acronyms. But sometimes they do serve a purpose. For instance, we started calling the Seagate Free Agent Pro an FAP almost immediately. That kind of acronym I get. Same thing with the ACT acronym. Would you rather keep typing Access Card Group/Team/Department, or would you rather just ACT? See what I mean? :lol: I'm almost terminally lazy.

Rich

Given repeated dealings with the United States Food and Drug Administration in my day to day work life I rarely use a TLA (three letter acronym), they tend to frown on them

[The Merg]

This might be a little late to the conversation, but here is information I received directly from DirecTV regarding the issue with commitments and the PP...

DirecTV Commitment Extensions (http://www.dbstalk.com/showthread.php?t=119756)

HTH,
Merg

[Rich]

Given repeated dealings with the United States Food and Drug Administration in my day to day work life I rarely use a TLA (three letter acronym), they tend to frown on them

I know what that's like and government agencies dislike acronyms because they can cause confusion and when you're dealing with OSHA and other regulatory bodies, confusion is really bad. And can actually cause incarceration and heavy fines.

I used to use an acronym dictionary and gave up on that because it returned too many results.

But on the forum, your TLA (I would have never guessed correctly) becomes a welcome relief from writing long phrases such as the Seagate Free Agent Pro. FAP quickly became a recognized and widely used acronym. I think as folks become used to contacting the Access Card Team (whew!) and writing about those contacts, the ACT acronym will be welcomed as the FAP acronym was.

What really drives me nuts is when someone uses an obscure acronym that I have to ask to have translated. I'd give you an example, but I tend to forget things I don't use constantly. Another thing that bothers me is that BB and CC (remember them?) were quickly accepted but nobody has come up with a shortened acronym for Costco and Sam's Club. Fry's obviously doesn't need to be shortened, you could write that 10 times in a post and not have a problem.

Every time I see IIRC, I have to stop and think about what it means. IMHO annoys me, who has "humble" opinions? Suppose you had to quote Veryoldschool several times in a post. His user name has been shortened so many times to VOS in posts that people know him by both his user name and his acronym.

OK, I'll stop now. Enough venting. HAND. :lol:

Rich

[BattleScott]

Nope, I still continue to say Call them and see what they may be offering today, as stated earlier, it can change.

OK, same as it ever was. Very long, sorry, but everyone should take the time to read as I think it covers just about all of the misconceptions I've seen and heard about the plan. Yes "things can change", but in this case the plan is the same as it has been as long as I've been a DirecTV customer. Yes, always a good idea to call and see if anything has changed with the plan before subscribing or renewing, but make sure you ask for specific answers to the "benefits" offered and how they differ from the benefits offered to non-plan customers...


Email#1:
Customer (BattleScott) - 05/04/2009 04:53 AM
Hello,
Regarding the DirecTV Protection Plan, I undertand the cost savings value for things like in-home service calls and for defective receiver replacements. I have been told, but can't seem to verify under the Protection Plan pages, that there are additional benefits to the plan such as "Preferred service appointment scheduling" where as a plan subscriber, I would be given priority over non-plan subscribers when scheduling service visits.
Also, it was explained to me that in the event a replacement receiver is needed, under the protection plan, the receiver will be shipped to me for next day delivery where without the plan, normal shipping is used and can take several days.
Last, is it true that if I were to have a receiver replaced and I did not have the plan, that my programming committment will be extended for another 2 year term where if I did have the plan there is no extension of the committment.

Can you please confirm these benefits and also list any additional ones?

Response #1:
Response (xxxxxxx -1000xxxxx) - 05/04/2009 06:50 AM
Dear Mr. BattleScott,

Thanks for writing. Please be informed that if you subscribed to the PROTECTION PLAN, you will be eligible for the following:

1. Technical troubleshooting 24/7.
2. Free in-home service call, if needed.
3. Costs of replacing equipment: Handling and delivery.
4. Equipment damage due to lightning strikes or other electrical surges.
5. Receiver(s) - all types (except Integrated LCD)
6. Remote Control - covers failure due to normal "wear and tear" or defect. Does not cover if lost, stolen, or broken from misuse.
7. Dish - unlimited Alignments, LNB, Replacement, Relocation
8. Cables, multi-switches, and splitters
9. Phone line - from receiver to phone jack only.

Additionally, please be informed that if you will be replacing your lease receiver with another lease receiver, additional agreement should not apply. In case you wish to subscribe to the PROTECTION PLAN, just sign in at directv.com/mydirectv (or register if you haven't yet) and click on "Change Package" under the "My Setup" tab on the top of the screen.

I hope you find this information helpful and thank you again for writing.

Sincerely,

nnnnnnnnnn
Employee number: 1000xxxxx
DIRECTV Customer Service

Email #2:
Customer (BattleScott) - 05/04/2009 09:55 AM

Thank you for responding so quickly to my request. However the response does
not really address any of my questions.
The specific benefits of the plan are not very well documented on the
DirecTV web-site and I cannot justify entering into the plan agreement
without more detailed information.

Before I can subscribe to this service, can you please address the 4 items below
specifically?

Item #1 - Technical troubleshooting 24/7 is ONLY AVAILABLE if I subscribe to
the PROTECTION PLAN?

Item #2 - If I subscribe to the PROTECTION PLAN, I WILL BE GIVEN PRIORITY
over "non-subscribing" customers should I need to schedule and In-home
service call?

Item #3 - With the PROTECTION PLAN, I AM GUARANTEED "NEXT DAY DELIVERY" when
replacing a receiver?

Item #4 - If I DO NOT elect to subscribe to the PROTECTION PLAN, and a
DirecTV LEASED receiver on my account needs to be replaced, an ADDITIONAL
PROGRAMMING COMMITTMENT WILL BE ENFORCED on my account?

Thank you for your help and cooperation in this matter,

BattleScott
DirecTV Customer

Response #2:
Response (xxxxxxxx - 1001xxxxxx) - 05/04/2009 11:42 AM
Dear Mr. BattleScott,

Thanks for writing back. I see here you're one of our long time customers. I would like to thank you for keeping your business with us. However

Allow me to assist you further with your inquiry:

1) Technical support for all DIRECTV customers are available 24 hours a day, seven days a week to assist with technical service issues. In addition, as part of our commitment to providing you with options for how you interact with us, directv.com and our automated phone system are both available 24 hours a day to order movies and events, make payments, change programming, find troubleshooting help and more.

2) Customers covered by PROTECTION PLAN are handled by this specific department. They are immediately forwarded to specialists and are not put on queue with customers who are without coverage.

3) Standard equipment delivery period is between 3 to 5 days (subject to stock availability);

4) With or without PROTECTION PLAN, a replacement receiver will not extend your programming agreement, but will merely take over the remaining agreement period.

I hope I was able to assist you. Thanks again for writing.

Sincerely,

xxxxxxxxxx
Employee ID 1001xxxxx
DIRECTV Customer Service

Email #3 reply:
Customer (BattleScott) - 05/05/2009 04:40 AM

Thank you very much for the rapid response and the detailed information.

However, I still have one question remaining regarding issue #2 below.

I understand that the PROTECTION PLAN will allow me to connect directly to
the 24/7 Technical Service Team when placing support calls. My question
though is specifically about the scheduling of "In-Home Service Visits".
Will I be given PRIORITY OVER "NON-PLAN" CUSTOMERS in the event that I
require an In-Home service visit?

Thanks again for the help and information,

BattleScott

Response #3:
Response (xxxxxxxxxx - 1001xxxxx) - 05/05/2009 06:27 AM
Dear Mr. BattleScott,

Thanks for writing. Whenever our customers have technical problems, we want to ensure that their systems are up and running again as quickly as possible. Our Technical Support agents are trained to walk customers through a number of troubleshooting steps which are too difficult to try to talk through over email. The agents can also assist customers in scheduling a service call, should customers need one.

Our installations and service calls however, are scheduled on a first-come, first-served bases. We are only able to set appointments for the times that are open in our system. We are unable to place customers (even those who signed up for the DIRECTV PROTECTION PLAN) in an earlier appointment if none is available.

We respect your time and I appreciate that you've given me the opportunity to personally address your concerns.

Thanks again for writing.

Sincerely,

xxxxxxxx - 1001xxxxx
DIRECTV Customer Service

Sorry for the long post, but I wanted to post the entire text of the exchange for everyones benefit.

[RobertE]

7. Dish - unlimited Alignments, LNB, Replacement, Relocation

Just a note about the "relocation" part of this.

The plan covers moving the dish for operation reasons, ie trees, etc. It does not cover moving it "just because", ie the wife wants it somewhere else.

[Spanky_Partain]

Well done BattleScott and it appears that you did it without calling! :)