Am I unreasonable?

[mlyle]

I have been a DirecTV customer for 12+ years, and am for the first time really am considering going to Dish because of my frustration.

Situation:
I have two DVRs, and HR20 and a DirecTivo Series 2. The Series 2, I think is about 5-6 years old, but it might be less.

Regardless, the Series 2 is now locking intermittantly. It probably only happens once every couple months or so, but it will lock on a black screen, and my wife (it is on her TV) will discover the black screen, and a completely non-responsive unit. The solution is simple, pull the plug to cycle the unit. So far, after about 6 instances, this, without exception, returns the unit to working 100% again. However, any scheduled recordings during this black screen period.

I have called DirecTV, and after getting the Protection Plan folks on the phone, that they will send a repairman, and if he is unable to resolve the situation that they will replace the unit. Well, since step one in troubleshooting fixes the issue, having the repairguy out would only take whatever time that was to result in him cycling power and restoring service.

I am thinking that after this time, I should have a replacement unit sent pretty much without question (the last replacement was an HR20 about 2 years ago). I am happy to commit to another year or two of service- but I don't think I should have to pay for an upgrade here.

Likewise, during the move install (7 years ago), and during the HR20 install (3 years ago) - The installation team said that installing a second satellite line to that unit would cost extra $$, and it would require putting a wire through the front of the house (that TV is on the downstairs front wall). Now that SWM technology is there, I would like to get that as well- but don't want to pay for it.

Am I unreasonable here? DirecTV's keeping me as a customer is cheaper than them finding a new customer-- and Dish will pretty much give me anything I want, I just don't really want to change service.

Please provide your thoughts.

[joe diamond]

Not unreasonable to expect stuff to work as advertised.

Unreasonable to expect free rewire. A replacement box will use your already installed two wires with better results.

You have identified the problem.........replace the box because of intermittent failures.

My thought,

Joe

[psunate77]

I have been with them for quit sometime too and I am very close to leaving...

Just had my first Receiver break, won't reset at all.. The Protection Plan Rep had me Rec and Down Arrow to reset everything, but nothing. So he said since I am under the Protection Plan he can replace the receiver, since I have an older DVR, I asked if I can get a newer one and he spouted back, No you can't. What do you think this is.

After he gave me a confirmation number I asked for the model number and he said he couldn't give me one, I then asked why, he said he doesn't know what I am getting.

Horrible.

[PicaKing]

Reasonable to expect to have the receiver replaced, but let the tech come over and check wiring, switches, etc.
Unreasonable to want SWM at no charge. New technology doesn't entitle you to free new technology. Can you exchange your DVD player for a blueray player at no charge?

[PicaKing]

I have been with them for quit sometime too and I am very close to leaving...

Just had my first Receiver break, won't reset at all.. The Protection Plan Rep had me Rec and Down Arrow to reset everything, but nothing. So he said since I am under the Protection Plan he can replace the receiver, since I have an older DVR, I asked if I can get a newer one and he spouted back, No you can't. What do you think this is.

After he gave me a confirmation number I asked for the model number and he said he couldn't give me one, I then asked why, he said he doesn't know what I am getting.

Horrible.

You'll get whatever is in the warehouse or whatever the tech has on the truck if a tech is delivering the eqiupment. The CSR doesn't know what that is, so they can't tell you the model. Not sure why you are complaining about the receiver being swapped out for free; that's exactly what the pp is supposed to accomplish. You think it's better at dish, or fios, or cable? If so, give it a try.

[psunate77]

You'll get whatever is in the warehouse or whatever the tech has on the truck if a tech is delivering the eqiupment. The CSR doesn't know what that is, so they can't tell you the model. Not sure why you are complaining about the receiver being swapped out for free; that's exactly what the pp is supposed to accomplish. You think it's better at dish, or fios, or cable? If so, give it a try.


I know for a fact that Cable would do an upgrade... I have an old Receiver.

They have to put it on the truck to get it to my house, right?
BTW, I have more of a problem how much of a jerk the CSR was..

[PicaKing]

I know for a fact that Cable would do an upgrade... I have an old Receiver.

They have to put it on the truck to get it to my house, right?
BTW, I have more of a problem how much of a jerk the CSR was.. They do put it on the truck to get it to your house, but not till the day they are bringing it to you, so prior to that, they can't tell you the model. That is an extremely well documented fact on this forum and elsewhere. as far as an upgrade goes, they will give you whatever the current model is that is comperable to whatyou have now.

If you havd a rude CSR, you should ask for a supervisor or manager to discuss. That is not acceptabe, and it is also not unusual.

[inkahauts]

I know for a fact that Cable would do an upgrade... I have an old Receiver.

They have to put it on the truck to get it to my house, right?
BTW, I have more of a problem how much of a jerk the CSR was..

Directv only keeps current equipment for replacement. Understand, current in your eyes may be different. You will not necessarily get the newest model number, but you will get the unit that has the latest capabilities that is in the same family as the one you had.. SO if you have a SD DVR, you will get a SD dvr that has the newest capabilities. That doesn't mean you'll get the most recent model version.. the current ones all run basically the same software (it has minor differences, but the same capabilities)

[inkahauts]

I have been a DirecTV customer for 12+ years, and am for the first time really am considering going to Dish because of my frustration.

Situation:
I have two DVRs, and HR20 and a DirecTivo Series 2. The Series 2, I think is about 5-6 years old, but it might be less.

Regardless, the Series 2 is now locking intermittantly. It probably only happens once every couple months or so, but it will lock on a black screen, and my wife (it is on her TV) will discover the black screen, and a completely non-responsive unit. The solution is simple, pull the plug to cycle the unit. So far, after about 6 instances, this, without exception, returns the unit to working 100% again. However, any scheduled recordings during this black screen period.

I have called DirecTV, and after getting the Protection Plan folks on the phone, that they will send a repairman, and if he is unable to resolve the situation that they will replace the unit. Well, since step one in troubleshooting fixes the issue, having the repairguy out would only take whatever time that was to result in him cycling power and restoring service.

I am thinking that after this time, I should have a replacement unit sent pretty much without question (the last replacement was an HR20 about 2 years ago). I am happy to commit to another year or two of service- but I don't think I should have to pay for an upgrade here.

Likewise, during the move install (7 years ago), and during the HR20 install (3 years ago) - The installation team said that installing a second satellite line to that unit would cost extra $$, and it would require putting a wire through the front of the house (that TV is on the downstairs front wall). Now that SWM technology is there, I would like to get that as well- but don't want to pay for it.

Am I unreasonable here? DirecTV's keeping me as a customer is cheaper than them finding a new customer-- and Dish will pretty much give me anything I want, I just don't really want to change service.

Please provide your thoughts.

I'd recommend calling in, saying cancel, (that will get you to retention, not threaten to do it.) and see if you are eligible for a free upgrade to another HD DVR. If so, they might also offer free install, so that might get you swm equipment, but honestly, I doubt it. Your setup has top meet certain requirements to be eligible for SWM equipment for installs, and it doesn't sound like you meet those requirements.

And also, they are only required to get you a current SD DVR.. that is what you should get as a replacement under your PP... You are not automatically eligible for a free upgrade of any kind. Thats not what insurance (pp) is.

And by the way, no, cable companies do not do anything any different than Directv on this.

[clayfree]

I have been a DirecTv customer since 1995. Started with a Sony sat B2 that I has to install myself. Today I called and canceled my service. In my opinion DirecTv cost is out of line with what they offer. Paying up front for receivers and paying a monthly fee on a leased receiver is nuts. And if I want to insure my leased receiver I have to pay extra for that also. Activating a new receiver extends my contract by 2 years. It's the new pay/lease/contract policy that I could no longer tolerate. I kept cutting back on receivers to bring down the cost of service but what good is having the service if you can't get it in multiple rooms. I love the signal but the cost is way out of hand in my opinion. For the record I looked at U-Verse and it looks every bit as expensive once you get past the intro rate. I've gone to SageTv using ATSC and clear QAM.

[harsh]

They have to put it on the truck to get it to my house, right?
BTW, I have more of a problem how much of a jerk the CSR was..Someone in shipping pulls the unit that is handy and that's what you get. The CSR can't tell them what to pull for you and I'm doubtful that they can look it up once it has been pulled.

Many who have done the research believe that they should be granted preference in what they get and I'm not sure I could argue with that logic, but DIRECTV isn't set up to support it.

[harsh]

And by the way, no, cable companies do not do anything any different than Directv on this.If I go to my local Comcast office, they can show me the receiver they want to give me and I can say no and they'll pull another. It is at least a little different.

[harsh]

You will not necessarily get the newest model number, but you will get the unit that has the latest capabilities that is in the same family as the one you had.You will get a replacement that has "comparable features", not necessarily the "latest". It is unlikely that an R10 will be replaced with an R22, but it won't be replaced with a TiVo based unit either.

[bonscott87]

I know you're already left but I want to clarify some of your points for others.

Paying up front for receivers and paying a monthly fee on a leased receiver is nuts.

Monthly fee is the same for an owned or leased receiver. Same $5 a month (or nothing if it's your only receiver). You pay a lot less up front for a leased receiver. You could pay even more for owned if you really wanted to, but your the monthly fee is the same.

And if I want to insure my leased receiver I have to pay extra for that also.

Incorrect. A leased receiver is replaced at no charge other then $20 shipping if it breaks. The protection plan would cover that $20 and if you needed a service call (someone to install it for you). But by no means do you need it to cover your leased receiver, being leased means DirecTV replaces it on their dime.

I've gone to SageTv using ATSC and clear QAM.

Good luck to you.

[BattleZone]

I am thinking that after this time, I should have a replacement unit sent pretty much without question (the last replacement was an HR20 about 2 years ago). I am happy to commit to another year or two of service- but I don't think I should have to pay for an upgrade here.

If you call back and tell them that your TiVo no longer powers on anymore, they'll send a replacement. It will almost certainly be an R15/R16, but could be an R22. No way to specify and no way to know which it will be. DirecTV considers all three models "equal", with the exception of areas where your locals are on Ka/MPEG4, where you will get an R22 for sure.

Now that SWM technology is there, I would like to get that as well- but don't want to pay for it.

Won't happen. Only NEW customers who order HD and at least 5 total tuners qualify for SWM equipment; upgrades and movers don't qualify, and even still, DirecTV doesn't do unneeded equipment upgrades in general (you'd have to order receivers that would require the dish/switch hardware). Also, you likely have some receivers that are not SWM-compatible, which is one of the reasons that upgrades and Movers don't qualify for SWMs.

Also, when you say "Dish will give me whatever I want", I know immediately that you haven't done your homework. Dish has pretty serious limitations about the equipment that they will give to new customers without an up-front fee. You haven't posted your desired configuration, but unless your needs are pretty humble, you may find out that getting exactly what you want is going to cost you some money with Dish too.

[BAHitman]

Also, when you say "Dish will give me whatever I want", I know immediately that you haven't done your homework. Dish has pretty serious limitations about the equipment that they will give to new customers without an up-front fee. You haven't posted your desired configuration, but unless your needs are pretty humble, you may find out that getting exactly what you want is going to cost you some money with Dish too.

boy, I can sure second that one... I called them to see what switching would cost me... Whew! to duplicate my 10 reciever setup, would cost me $2800. and then the monthly cost for closest matching program package was $176 (after promo period) DirecTV is only $160 /mo

and as for cable... there are (at least here in Austin) no up front costs, but EACH HDDVR cost you $14/mo. additional box fee is $8 each. that's $22 per box per month. Does not take long to pay for a "lease fee" that way...

I would take one of 2 options...

1. call DirecTV and tell them that your Tivo wont power on, They'll send you a replacement DVR.
2. call DirecTV and ask what it would cost you to upgrade to HDDVR in the place of that Tivo box... they'll likeley do it free or cheap if you are a good customer...

[mlyle]

Since I wrote this email, I also found that the AT-9 satellite is on a free replacement with a slimline. I suppose that is probably the non SWM slimline, but I am wondering if I can pay just the difference between the two slimline dishes (I think like $50-80 or so if it is comparable to what the 3rd parties are charging).

Actually the SWM is just a desire anyway- my wife doesn't expect dual tuner capabilities in that room anyway- but I would like to get it there so when I do an HD DVR in there in a few years it handles it. The main thing is that my problem with the SD DVR in that room is not so serious that it isn't solved by the over the phone troubleshooting, and if the tech comes out and cycles the power it solves the problem too- so will they just replace (equal equip is fine) for an intermittant issue which is easily resolved, but annoying when it misses recordings every month or two.

[smiddy]

Since I wrote this email, I also found that the AT-9 satellite is on a free replacement with a slimline. I suppose that is probably the non SWM slimline, but I am wondering if I can pay just the difference between the two slimline dishes (I think like $50-80 or so if it is comparable to what the 3rd parties are charging).

Actually the SWM is just a desire anyway- my wife doesn't expect dual tuner capabilities in that room anyway- but I would like to get it there so when I do an HD DVR in there in a few years it handles it. The main thing is that my problem with the SD DVR in that room is not so serious that it isn't solved by the over the phone troubleshooting, and if the tech comes out and cycles the power it solves the problem too- so will they just replace (equal equip is fine) for an intermittant issue which is easily resolved, but annoying when it misses recordings every month or two.
The Slimline with the ODU will not work with your TiVo DVRs. So a replacement set of DVRs would be in order. Which goes back to your original post, are you being unreasonable, no. However, I think you can do a lot more negotiating in order to get what you are ultimately after, a working set of STBs.

[Davenlr]

Situation:
I have two DVRs, and HR20 and a DirecTivo Series 2. The Series 2, I think is about 5-6 years old, but it might be less.


Ok, first, you are going to have to request an HD Upgrade for the DirecTivo. You can tell them that it wont pick up all the stations your other unit does, which you are paying for. Depending on other promos, and credits, you MIGHT qualify for a free HDDVR to replace the DirecTivo. If not, you are going to have to pay $99 (likely) or $199 (at most) to upgrade.
At this point, you also said you had an AT9. Whether you would automatically get upgraded from the AT9 to a Slimline would depend, I guess, on whether the AT9 was working correctly, or the cause of your lockups.

If you purchase the SWM5 LNB and power inserter from a local dealer, or from solidsignal or another source, in advance of the installer coming, its possible IF he changes out your dish, to get him to use the already customer provided SWM5 to do the install with. If not, its not rocket science to replace the LNB yourself. I would check with DirecTv and see if you can arrange a second HDDVR to replace the Tivo, and a replacement dish. If they agree to the replacement dish, call and order a SWM5, a power inserter, and a 4 way splitter, and two 75 ohm terminators. Have those available for the installer when he arrives to install your slimline, and new DVR. The LNB isnt that expensive.

Your total cost is going to depend on what you are able to negotiate up front, plus the cost of the SWM equipment, which I can promise, DirecTv is not going to install unless you have it there already.

And remember, the DirecTivo will NOT work with a SWMline, so make sure they are going to do an HDDVR upgrade. All HDDVRs are SWM compatable.