Specify Equipment

[dgeffs]

Every thread here that mentions installation says the same thing - you get whatever equipment the installer has. So the only way to make sure I get an HR24 is to go out and buy one, right? How does this work with all the discounts for new customers where the first DVR/receiver is free and the second has essentially a $100 discount? In my case I'd need to spend $500 in equipment just to get what I want.

Apparently the CSR's can't specify the equipment. Is there a comment field on the order form that notes the customer wants something specific?

I am switching from Dish and I'm only interested in the HR24. If I can't get this DVR I'm not interested in the service. One would think they might understand this but I guess not. If the installer brings older equipment can I refuse the installation and what are the ramifications of that?

[RobertE]

CSRs can put comments in a "Notes to Tech" section. However, that carries ZERO weight as far as equipment goes. Even less for additional rooms, etc. In other words, if it's not a line item, the tech isn't getting paid for it, and odds are he's not going to or be required to do it.

[netraa]

Every thread here that mentions installation says the same thing - you get whatever equipment the installer has. So the only way to make sure I get an HR24 is to go out and buy one, right? How does this work with all the discounts for new customers where the first DVR/receiver is free and the second has essentially a $100 discount? In my case I'd need to spend $500 in equipment just to get what I want.

Apparently the CSR's can't specify the equipment. Is there a comment field on the order form that notes the customer wants something specific?

I am switching from Dish and I'm only interested in the HR24. If I can't get this DVR I'm not interested in the service. One would think they might understand this but I guess not. If the installer brings older equipment can I refuse the installation and what are the ramifications of that?

The only way you can get some of the new customer discounts, and specify what equipment you want is to order your service through a dealer. They will come out to your site first, evaluate what the install is going to take, and make you an offer. You can either accept that offer and pay what he wants to charge you, or you can call 1-800-531-5000 and get what's on the truck with the 'free' install included.

[dgeffs]

I can't think of any other industry where the consumer can't choose what he wants to lease. Does this seem a bit strange or am I just living in the past where customer service used to mean something.

I can just see myself trying to lease a car under these terms. Yes Mr. dealer I need to lease a big car because I have a large family. Mr. dealer replies sorry we are only leasing compact cars and our rules don't allow us to consider features, size or your needs at all.

I'm sorry but this sounds like a ludicrous policy. Aren't there feature differences between the different receiver models? They get to decide what is important to me? This really seems like the right way to treat a new customer doesn't it?

[curt8403]

Since a given family of RCVRs all have the same features, Like all HD DVRs do the exact same thing (with the exception of the HR20, which is not used anymore) there is no sense offering an individual model to a customer. IT has to do with logistics, and available space on a tech's truck.

I can't think of any other industry where the consumer can't choose what he wants to lease. Does this seem a bit strange or am I just living in the past where customer service used to mean something.

I can just see myself trying to lease a car under these terms. Yes Mr. dealer I need to lease a big car because I have a large family. Mr. dealer replies sorry we are only leasing compact cars and our rules don't allow us to consider features, size or your needs at all.

I'm sorry but this sounds like a ludicrous policy. Aren't there feature differences between the different receiver models? They get to decide what is important to me? This really seems like the right way to treat a new customer doesn't it?

[Shades228]

I can't think of any other industry where the consumer can't choose what he wants to lease. Does this seem a bit strange or am I just living in the past where customer service used to mean something.

I can just see myself trying to lease a car under these terms. Yes Mr. dealer I need to lease a big car because I have a large family. Mr. dealer replies sorry we are only leasing compact cars and our rules don't allow us to consider features, size or your needs at all.

I'm sorry but this sounds like a ludicrous policy. Aren't there feature differences between the different receiver models? They get to decide what is important to me? This really seems like the right way to treat a new customer doesn't it?

Features are the same on all of the HD and HD DVR's except for the OTA in the H20 and HR20. Other than that features are identicle. There are some changes in specifications such as HD size.

I would suggest if you don't like to not sign up for it. It's always been this way. Also say you do happen to get HR24's and then one needs to be replaced for whatever reason. You're not guaranteed to get another HR24. So then you come back and say "Why should I accept this when I signed up with this." You're not going to be happy with their equipment model as it stands right now if you want specific receivers and aren't willing to pay for them yourself. Good luck with what you choose to do.

[BattleZone]

Dish and most of the cable companies have more or less identical policies. If you order an HD Duo DVR, you could get a 622, a 722, or a 722k, and even if you got a 722k, it could be a reman. And for new customers who order SD equipment, all of it is reman's as the last new SD receivers were made 18 months ago.

Cable companies almost all lease equipment, and you get what you get.

The point is that there are different types of receivers, such as HD-DVRs, SD-DVRs, HD receivers, and SD receivers. That's what you sign up for and that's what you get. They don't promise specific models (and if a CSR makes such a promise, they are not following the business rules and have no way to fulfill such promises) because that would totally defeat their entire lease/inventory system.

If you want specific receivers, find a local retailer and order through them.

[Alan Gordon]

Cable companies almost all lease equipment, and you get what you get.

Actually, this is not true... at least not across the board.

I know people with cable who didn't like a particular receiver, or wanted one with better specs, so they would go down to the local office to get that specific model. All they had to do was ask for it...

~Alan

[Beerstalker]

That is true for some cable companies, if they have the one you want in stock. If they don't have it in stock then you will have to do with whatever they give you, or go without. Just like when the installer shows up, if he doesn't have the one you want with him when he gets there you will have to take what you can get or do without it.

[Carl Spock]

I can't think of any other industry where the consumer can't choose what he wants to lease.
I can. Think of DirecTV as an HMO. You don't get to pick your doctor but you do get the cheapest rate. If you want a specific doctor, you make an appointment with him and pay whatever your insurance doesn't cover. That's like going to Solid Signal and buying a HR24.

Here's a solution for you: Start small. Leave one room out in which you'd also want a DVR. Negotiate the best deal you can from DirecTV for that install. Later add a HR24 to your system for the missing room. If everything else is set up for SWiM & DECA, adding a HR24 would be an easy self install. If you aren't technically up to it, hire a local company to do that second install.

[CCarncross]

Actually, this is not true... at least not across the board.

I know people with cable who didn't like a particular receiver, or wanted one with better specs, so they would go down to the local office to get that specific model. All they had to do was ask for it...

~Alan

And then the flip side of that is you go down to their office and they only have one model anyway. Cable companies vary from region to region, D* is national and consistent in their offerings, whether some like the offerings or not.

[dgeffs]

Features are the same on all of the HD and HD DVR's except for the OTA in the H20 and HR20. Other than that features are identicle. There are some changes in specifications such as HD size.

I would suggest if you don't like to not sign up for it. It's always been this way. Also say you do happen to get HR24's and then one needs to be replaced for whatever reason. You're not guaranteed to get another HR24. So then you come back and say "Why should I accept this when I signed up with this." You're not going to be happy with their equipment model as it stands right now if you want specific receivers and aren't willing to pay for them yourself. Good luck with what you choose to do.

Changes in specification is the same as a feature change and I will argue you with forever that a different size HD is a feature difference. Faster response time is also a feature. Why would computer buyers want a larger hard drive or faster processor if those things weren't important. The receivers are not identical and that's my point.

I know I'm pissing in the wind trying to convince anyone this is a stupid policy especially considering it has always been done like this and change is never easy or quick in most cases. My beef is not with you guys but with the industry in general. We allow these companies to perpetuate their ridiculous policies by not challenging them and one lone voice from me isn't going to make any differenence. They don't care whether they lose any business over something like this or not. Most people really don't care what receiver they get because they don't know the difference.

They advertise the latest technology and largest HD capacity but you may not get that - you will get whatever they decide you should have. What an absolute crock. My continued ranting will produce nothing good here so I'll shut up and go fight with DirecTV. Your welcome.

[Carl Spock]

I think dgeffs just killed his own thread!

:grin:

Good luck to you. I hope you get what you want.