Internet DVR purchase -- Got caught by falling prices!

[RobbinMerritt]

Based on my recommendation, a friend who does not typically shop on the Internet purchased a two room DVR system from OrbitSat.com. At 9pm Saturday night. Sunday morning, the price of that combination dropped $40. We chatted with their CSR at length, but, true to their stated CS policy, they wouldn't offer price matching on their own site. They were readily available via online chat, were more than willing to listen, and politely declined to do anything.

I did warn my friend up front that the site would honor the very letter of their CS policy and not a hair more. Under other circumstances we would cancel the order and try again today. But we are quite literally trapped.

I understand that in choosing a lower Internet vendor price, we were also choosing a retail model that doesn't have price margins built in for the sort of returns and price matching that someplace like Circuit City does.

And yet my friend can't feel good about the situation. People are getting a better deal than he got -- only 12 hours after the fact. And I feel guilty for costing him that extra $40 dollars. Looks like I will be buying dinner tonight.

I can't help but wonder if there shouldn't be some middle ground between the zero tolerance/low price and the high CS/high price options. Certainly if Internet vendors wish to attract traditional B&M customers, they need to be aware that such customers have a different customer service expectation.

[Mark Holtz]

First off, before I reply...

:welcome_s to DBSTalk. Enjoy your stay.

Unfortunately, that's the way things are. DirecTV is in the process of phasing out the 40 hour DVRs in favor of the larger drive models, so expect some good promotions in that department. I had purchased my DirecTV system (HDVR2, 2xHBH-SAs, Triple LNB dish) for ~$200 in early August, about a week or so after Charlie announced the fee increase. Now, that system sells for $119. Such is life.

:contract: DirecTV is now going out of the NFL promo and into another promotion, so that's why pricing is changing. And, both DirecTV and Dish are going after the unhappy cable customer.

The funny part... I'm going to be spending MORE on upgrading my DirecTivo that I did purchasing the darn thing in the first place.

[dtcarson]

That does suck. Especially with technology, I try to avoid seeing any prices for anything for at least a month or so after I buy a product.
There's no way you could cancel it? I know for inhome sales, like from vacuum cleaner salesmen, you have 3 days to cancel with no aftereffects; I wonder how that relates to an internet-only vendor.
FWIW, we did the same thing--went with Dish, got 1 month free, two weeks later, you could get 3 months free. Arg. I feel your pain : (
btw, Welcome : )

[RobbinMerritt]

Follow up: someone from OrbitSat.com's CS department called my friend later and gave him a number to call and try again on Monday. The guy felt bad that this happened. Credit to OrbitSat for following up. I'll report what happens.

[RobbinMerritt]

The follow up phone call yielded no better result. But we tried.

[tivosmart]

The follow up phone call yielded no better result. But we tried.

Just a hands down to the folks interested in this thread...

We're approaching a critical date in terms of Directv promotion, when things change in terms of Directv packages for new subscribers.

The current promotion goes up to Oct 17th and you can get the NFL Sunday Ticket PLUS all of the premium channels for a discount price for 4 months.

I've heard that the Directv promotion after the 17th will be 1 Tivo receiver + up to 2 other non-Tivo receivers for $99 + shipping/handling AND HBO for free for 3 months.

I think the current one is much better because you get all premium channels, everything for 4 months for a not-so-horrible price... (I think it's $60 monthly).

If you want a Tivo package, I would recommend before the Oct 17th promotion expires so then you have the Tivo PLUS the 4 months with all premium channels.

And I recommend ExpertSatellite for the current promotion. Their package is the best in terms of price/benefit. I bought a 2-room system, with 1 Tivo and 1 Director (their non-Tivo receiver) plus a 3-LNB antenna (required for HDTV+Spanish programming) for around $82, PLUS I got a shipping rebate offer.

Now, the shipping rebate offer ALSO expires on the 17th, so if you do decide to go with them I would recommend doing it before the 17th anyway, even if you don't get the NFL promotion for whatever reason, so you can still get the shipping rebate.

Now, the price above was after a friend split his referral reward with me, this brought the price down an extra $27.50, making it THE CHEAPER price around. If you know anybody who bought from them before, go with your friend. If you don't and if you want just let me know and I can help you and split the reward too. I've helped 2 or 3 other friends from this forum before.

Here's the link to their site:
link (http://www.expertsatellite.com/catalog/defaulttivo.php?exp_affil=ref263277) (this goes to their promotional page for the referral rewards... some packages are cheaper than what they show in their web site for the general public)

Here's the link to their shipping/handling promotion:
link (http://www.expertsatellite.com/html/nfl_shiprebate.htm) (expires Oct 17th, hurry, this saves an additional $25 to $30 in the final price)

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NOW in terms of price matching:
My Friend (the same above that let me use his code to split the referral) said he bought his system and 1 week after that the prices have dropped. And he reported to me that it just took a simple phone call to ExpertSatellite to have his price adjusted to the new lower price.

So, I'm guessing ExpertSatellite folks are not so greedy and DO price match if prices change near the date you bought. So, this is a good time to buy from them because it's very possible that their prices fall a bit next week (I'm just speculating here) with the change of promotion, AND you could still get the NFL Sunday Ticket promotion if you buy this week, before the Oct 17th...
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Hope this helps somebody to get to the promotion on time...
Good luck.

[tivosmart]

Update: Just wanted to tell you the Great news... ExpertSatellite dropped their already low prices for Tivo packages today... It's now only $49.99 (for up to 4-room packages) plus they have the shipping/rebate going on until Oct 17th. This is an AWESOME DEAL that you won't find anywhere else... Just use the link in my last post so you can see with your own eyes... Don't pass this up, I don't think there will be better promotions/prices for the rest of the year...

[weedee]

Not to rub it in, but I too just got off the phone with ExpertSat and they credited me the $40 between what I ordered last night and the new price drop today - very graciously and without any real insistance on my part as I really didn't expect they would do this. Maybe if you mention it to OrbitSat. and 'refer' them to this website for proof, they may change their policy?
I for one am telling everyone I know about their excellent customer service - it can only benefit Orbit in the long run.

Based on my recommendation, a friend who does not typically shop on the Internet purchased a two room DVR system from OrbitSat.com. At 9pm Saturday night. Sunday morning, the price of that combination dropped $40. We chatted with their CSR at length, but, true to their stated CS policy, they wouldn't offer price matching on their own site. They were readily available via online chat, were more than willing to listen, and politely declined to do anything.

I did warn my friend up front that the site would honor the very letter of their CS policy and not a hair more. Under other circumstances we would cancel the order and try again today. But we are quite literally trapped.

I understand that in choosing a lower Internet vendor price, we were also choosing a retail model that doesn't have price margins built in for the sort of returns and price matching that someplace like Circuit City does.

And yet my friend can't feel good about the situation. People are getting a better deal than he got -- only 12 hours after the fact. And I feel guilty for costing him that extra $40 dollars. Looks like I will be buying dinner tonight.

I can't help but wonder if there shouldn't be some middle ground between the zero tolerance/low price and the high CS/high price options. Certainly if Internet vendors wish to attract traditional B&M customers, they need to be aware that such customers have a different customer service expectation.

[tivosmart]

Just to let everybody know...

ExpertSatellite has one more promotion: FREE DVD PLAYER if you buy one of their Directv packages. Plus, the $27.50 back on top of their lower prices still stands. Just follow the link below and let me know of your order number and I'll get you the rebate. Plus, you get 3 free months of HBO too.

link (http://www.expertsatellite.com/catalog/defaulttivo.php?exp_affil=ref263277)