What the Deals are, and what are you being told by CSR?

[lsbrodsky]

Seems like the deals are all over the map. I have been a customer for 7 years. I am upgrading from a HR10-250. My first call was $350, then $250, or free if I signed up for 6 months or Premier Plus at the full price. I refused and called back. Second call was $99 plus 6 mo free HD and 3 mo free HBO.STARZ. Net is less than zero cost. I took it and I am pleased. Bizarre that there is so much variation among offers.

[bigshowjoe]

I shouldn't have to beg them to take my money.

No kidding. Its like buying a car. Or ordering soup from the soup natzi. You must follow procedure. I am going to try again but I don't know how to be any nicer.

[TomF]

I just bought a new HDTV for the master bedroom and I want to get an HR20-700 for that HDTV.

< --- snip ---> (original post (http://www.dbstalk.com/showpost.php?p=1215902&postcount=3197))

Got one question: Do the HR20s now come with an RF remote or will have to order that if I want one?

My new HR20 got delivered today. Unfortunately, it's an HR20-100. The Tech said that all they were installing were -100s, "it's more reliable than the -700". It came in a generic brown box that said DirecTV HD DVR and had a red spray paint line across the side. I asked him if it was a new unit or a refurb and he said "Oh no, it's brand new!".

It came with the RC64R IR/TF remote.

[tony4d]

My new HR20 got delivered today. Unfortunately, it's an HR20-100. The Tech said that all they were installing were -100s, "it's more reliable than the -700". It came in a generic brown box that said DirecTV HD DVR and had a red spray paint line across the side. I asked him if it was a new unit or a refurb and he said "Oh no, it's brand new!".

It came with the RC64R IR/TF remote.
Exactly what I got today, 2 of them.

[islander66]

Don't know if this has been mentioned. I got ATT triple choice, for phone (unlimited long distance, caller id, three way calling, etc), DSL, and DTV, for $99. I get $10 off D* every month.

this is why i switched over to D*. happy camper.

[TomF]

You mentioned that you would be receiving an HR20-700. Yesterday, my HR20-100 was replaced by a HR20-700. When I was changing out the cables, there was no place on the HR20-700 to attach the RF antenna that had been on the HR20-100. I do not know if that means whether or not there is some internal RF antenna on the HR20-700. I do not know if the remote is now using RF or IR. You might want to verify with others about RF on the HR20-700.
I was hoping that I would get a HR20-700, unfortunately I got a HR20-100. The HR20-100 requires an external antenna for RF, the HR20-700 has an internal antenna.

[Milominderbinder2]

Well not completely thrilled about my deal but oh well. Long time customer of 12 years have 4 months left on commitment from my HR10-250. Keeping my 10-250 for now and just replacing a DSR6000. Got $100 off the $299 and 10.00 credit for 12 months. MichaelYou did great. Since the new HD launched, $79 is great!

Do you get to keep the HR10?

Keep following the HD DVR (HR20) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938). You are on step 5.

- Craig

[Milominderbinder2]

Seems like the deals are all over the map. I have been a customer for 7 years. I am upgrading from a HR10-250. My first call was $350, then $250, or free if I signed up for 6 months or Premier Plus at the full price. I refused and called back. Second call was $99 plus 6 mo free HD and 3 mo free HBO.STARZ. Net is less than zero cost. I took it and I am pleased. Bizarre that there is so much variation among offers.The quotes are everywhere. Make sure you are keeping oyur HR10. Two receivers is better than one.

- Craig

[Milominderbinder2]

My new HR20 got delivered today. Unfortunately, it's an HR20-100. The Tech said that all they were installing were -100s, "it's more reliable than the -700". It came in a generic brown box that said DirecTV HD DVR and had a red spray paint line across the side. I asked him if it was a new unit or a refurb and he said "Oh no, it's brand new!".

It came with the RC64R IR/TF remote.The HR20-100 is every bit as good as the -700. You are golden.

- Craig

[Milominderbinder2]

No kidding. Its like buying a car. Or ordering soup from the soup natzi. You must follow procedure. I am going to try again but I don't know how to be any nicer.Yes. That is exactly it. It is like negotiating a cell phone or ISP contract. Or credit card rate.

Call back!

- Craig

[SteveInNC]

I'm an original DTV customer, self-installed predating the official DTV/USSB roll-out back in the nineties. I bailed out in February to get the better HD offerings from Dish. That worked great until the trees leafed-out in March :nono2: I went with TWC after that. It is OK, but the SciAtl HD DVR is dreadful and the HD channel selection is minimal. I wasn't willing to commit to X years with DTV at the time given their sparse HD line up. Given that DTV has rolled out a good assortment of HD channels and moved up from HDlite, I decided to come back to the fold.

My deal wasn't as good as some of those posted above, but at some point it isn't worth fighting for the additional $$$ :)

Here is my deal for comparison purposes as a returning customer:

My first call last week was answered by an offshore CSR. After some discussion, he went away for awhile and came back with a "deal" which was basically exactly what the website showed - a simple $99 credit against a list price HR20+H20. I passed. Monday, I tried again and got an onshore CSR (very pleasant young woman). This is what I got (from memory, my notes are at work):

HR20 @299 less a $100 credit
H20 @0.00 + $20SH (yes, I know the arguments re: DVR .vs not)
free install/dish upgrade (I still have a dual-lnb dish)
$10/mo credit + addtl $10/mo credit for 10 months, effectively free HR20
free HBO/SHO/Cine for 3 (?) months
I believe the DVR fee was waived (as I say, I don't have my notes).

I ordered on Monday 10/15 and got a 10/18 8-12 install. I'm still up now because usually the only way I see 0800 is from the darkside. :)

[jeff125va]

Called last week about getting a new HR20. Told the CSR that I had called back in June and was told that I could get one HR20 now (i.e., in June) for just shipping and another one in either 3 months or 6 months, I forget. She checked the notes on my account and while she couldn't find a note about that, said that she thought it would have to be at least 6 months, and was really surprised that I'd be getting one for just the cost of shipping, let alone two in one year.

She asked if I'd gotten that deal from customer retention, and I said yes. But she said well let me see what I can do... found an offer for something like, "NFL Sunday Ticket no-disconnect incentive" and it was just a free HR20, not even a shipping charge. So that's coming this afternoon.

[NoviDave]

Hello. Let me introduce myself. I'm Dave and have just found this site via a link from avs. Here is my situation. Let me know if this is common.

Called customer service/retention (the # listed in the follow this list post). Wanted to replace my H10 and dvr with 2 HR20's, along with the new dish etc. I subscribe to the total choice program, center ice and have 4 receivers. Subscriber for at least 6 years.

Tony, my rep, put me on hold for awhile and came back to tell me that I could only get one HR20 and would have to wait another 6 months before I could purchase another one. Then could not tell me how much that one would cost. This seemed really strange

The overall deal he offered was not much of a deal imo.

HR20 for $299 - $100 and no HD programming charge ($120). When I told him this still did not address my need as I need two hd feeds, he offered a H20 in place of the $100 discount. So I'm standing at $299 to upgrade both sets and no HD fee for a year. That seems high to me. What do you guys think? Like many here, the idea of two HR20's sounds like the hot ticket, but they won't let me!

[GHeb]

Been lurking here for a while, have had D* for 2 1/2 yrs, 1 H-20, 1 SD rcvr w/Tivo, 1 basic SD rcvr, Premier Pack w/HD and Sports Pack. Only previous upgrade was merely from 3 to 5 lnb dish.

Read a large portion of this thread, practiced the script, called middle of the day (I'm in NJ), got a friendly CSR, told her of offers I've received from cable/FIOS/E*, asked her what D* could do to keep me. Ended up accepting a HR-20 for $99, $10 credit per month towards programming and another $10 off per month via free HD access. Install was last Friday, everything went fine.

Could I have done better? Maybe. But I'm not one to play hardball when presented with what I believe to be a fair offer right off the bat.

[jimmythesaint57]

Who did you email (address)?

I tried to send the link to email page, but I have not posted enough yet.

On D home page there is a contact button in the upper right corner that will bring you to an email window.

[longtrav]

Hey, thanks for all your help

I called and got my d15 switched for a HR20 for 19.95 and switched my old h20 for a new h20 thats wasn't so hot.

had to do the whole 2 year commt.

called back week later got....

10.00 of for a year and free hbo for six months

called yesterday getting my sidecare dish replaced for slimline (free) and got hd for free for a year!

pretty sweet deals just for asking.

[lemmalone]

I'm posting just to alert people to consider whether they qualify for a new installation under the Mover's Connection plan, because that seems to have placed me in a better position for getting their best offers. I posted a couple of weeks ago on my upgrade deal, which was for credits to offset the $299 for a net credit of about $40. The installers came and said I needed a new install, not an upgrade, and that I should ask for Mover's Connect when I called, since I am at a new address and I did my own install. I called and they added NFL Ticket, Superfan, and the Premier Package for 4mos. for less than I'm paying now for a lesser package. I also got a new sd receiver in addition to the HR20, and could have had a third but I have no use for it. When you call be ready with any extras you might want, because the CSR asked if there was anything else he could do for me. I asked about a deal on NHL CI but no dice, but I might have been able to get a free or cheap second HR20 if I wanted. Final point: follow Craig's advice to follow through with all his steps. I would say all the way to installation; I think I got a good install, but one of the guys was new and forgot to seal the cable entry points to the house. I asked whether they had grounded and sealed and saved myself another call to D*. Thanks again to Craig for all his work on this: Saved me money and installation hassle. D* should thank him too; I'm a happier customer, and I was close to going with E*.

[bigshowjoe]

I tried to send the link to email page, but I have not posted enough yet.

On D home page there is a contact button in the upper right corner that will bring you to an email window.


I found that yesterday. Sent the email. Got a response with a phone number and pin. When I entered the pin that I was given, the automated system said it was invalid or expired.

[bigshowjoe]

Hey, thanks for all your help

I called and got my d15 switched for a HR20 for 19.95 and switched my old h20 for a new h20 thats wasn't so hot.

had to do the whole 2 year commt.

called back week later got....

10.00 of for a year and free hbo for six months

called yesterday getting my sidecare dish replaced for slimline (free) and got hd for free for a year!

pretty sweet deals just for asking.


With your last two calls did you basically just say "hey, what kind of discounts can you give me today?"?

[sgsmith]

After a $400 expense to cut down a 80 foot pine tree, I called D* to see if I could re-instate my order of a couple of weeks ago. That order couldn't be reopened, but the CSR was able to open a new ticket for the same price:
$ 19.95 shipping
HD DVR
6x8 multiswitch
5 lnb dish

Plus, she removed the shipping (and tax) from the canceled order that somehow didn't get taken off my bill. And I asked nicely if she should apply any programming credits, since I had to got to some extra expense to stay with D*. Got $10 per month off, so the bill basically stays the same for a while.

[TomF]

The HR20-100 is every bit as good as the -700. You are golden.

- Craig
Yeah, but apparently the HR20-100 doesn't get CE releases as often. I'm already missing a lot of the features that are on my HR20-700 because of the CE releases. Fortunately there is a CE release Friday night for the HR20-100 so I'm hoping to get some of these features on the new HR20.

But absolutely free is a great deal on the second HR20!

[bigshowjoe]

Unbelievable. I have called three times now. Talked to regular csr and retention. Followed the "rules" word for word. They tell me there is NO POSSIBLE WAY to get the HR20 any cheaper than $299. How is it possible that so many are writing on this forum that they got it for $19.95 with no problem?? Should I literally just keep hanging up and calling right back until I get the right person? Do they get a note on their screen: "This guy has only called x number of times, don't give him anything"? I don't understand. I'm not just out to get something for nothing. Its the principal of it. What do I do?

[jtn]

Unbelievable. I have called three times now. Talked to regular csr and retention. Followed the "rules" word for word. They tell me there is NO POSSIBLE WAY to get the HR20 any cheaper than $299. How is it possible that so many are writing on this forum that they got it for $19.95 with no problem?? Should I literally just keep hanging up and calling right back until I get the right person? Do they get a note on their screen: "This guy has only called x number of times, don't give him anything"? I don't understand. I'm not just out to get something for nothing. Its the principal of it. What do I do?

you get from calling DirecTV. Equipment is leased apparently as most know now since March of 2006. So if you want to trade up your HR10 for an HR20 leased unit for no charge you should be able to do that. The argument you make is your going to be adding and paying for the higher cost of getting the HD channels now available. I'm getting over 50 HD channels now, so it's worth it to me to pay the extra. Especially if you purchased your HR10 just before the release of the HR20. Good luck to you, I hope you get a good offer.

[bigshowjoe]

Would it be in my favor to mention that I have heard of people getting these receivers for shipping costs only?

[jtn]

Would it be in my favor to mention that I have heard of people getting these receivers for shipping costs only?

We can only hope that what we read in the forums is true and accurate, it can't hurt to ask. With the cost of HD going up, I would be surprised that DirecTV would risk losing you. However at this time, they do have the best HD over any other carrier.

[longtrav]

With your last two calls did you basically just say "hey, what kind of discounts can you give me today?"?

I just said saw some people got 10.00 of for a year and they said they could do that, then I asked if I could get a movie channel for six month to try it out and they said what do you want.


next I called to get dish re-aligned becasue sat wasn't in orbit when they installed so they gave me whole new dish! then I said thanks and I saw some people are getting hd for free for a year and then she said at the end she added it to my account!

all this and I was already under commitment. pretty good pretty, pretty good!

i have maybe been with d* for 2 years at most

[thebigdaddye]

called several times and was told $299 -100=199 for the HD DVR hr-20. i finally got an e-mail from the big ten network for a special for signing up with D*. the deal was for additional 100 off, free install up to 4 rooms, free shipping, $50 visa card, free protection plain for a year, free portable dvd player. i called and told them of the e-mail and offer code, but they could not do it because the computers had just went down and told me to call back next day and they would set everything up. so i called back next day and told them about the night before which they new happened and said they would take care of me. i got an hr-20 hd dvr, r-15 std dvr and a regular receiver all for $199+ tax got all the their offers from the e-mail as well. signed up for the hd dvr package ($54.99 month) and got the hd free for 6 months and a $10 dollar credit for 12 months and free starz and cinamax for 3 months is this a pretty good deal? i think so since the lowest they were offering before was $300 for the same set up. can't wait till i get everything hooked up.

[wolverine318]

called several times and was told $299 -100=199 for the HD DVR hr-20. i finally got an e-mail from the big ten network for a special for signing up with D*. the deal was for additional 100 off, free install up to 4 rooms, free shipping, $50 visa card, free protection plain for a year, free portable dvd player. i called and told them of the e-mail and offer code, but they could not do it because the computers had just went down and told me to call back next day and they would set everything up. so i called back next day and told them about the night before which they new happened and said they would take care of me. i got an hr-20 hd dvr, r-15 std dvr and a regular receiver all for $199+ tax got all the their offers from the e-mail as well. signed up for the hd dvr package ($54.99 month) and got the hd free for 6 months and a $10 dollar credit for 12 months and free starz and cinamax for 3 months is this a pretty good deal? i think so since the lowest they were offering before was $300 for the same set up. can't wait till i get everything hooked up.

Do you remember what was the offer code from the big ten network? I am planning on calling D* soon to order a hr-20 hd-dvr, a r-15 dvr, and sign up for the premiere package.

Thanks!

[thebigdaddye]

Do you remember what was the offer code from the big ten network? I am planning on calling D* soon to order a hr-20 hd-dvr, a r-15 dvr, and sign up for the premiere package.

Thanks!

yes, the offer code was bigten. i can't post the link yet i'm to new to the forums . GO BLUE!

[Milominderbinder2]

...She asked if I'd gotten that deal from customer retention, and I said yes. But she said well let me see what I can do... found an offer for something like, "NFL Sunday Ticket no-disconnect incentive" and it was just a free HR20, not even a shipping charge. So that's coming this afternoon.Happy to hear it.

You are on step 5 of the HD DVR (HR20) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938).

Don't stop now!

For eveyone who has gotten a new HR20, come join us Friday for the next software download!

- Craig

[Milominderbinder2]

yes, the offer code was bigten. i can't post the link yet i'm to new to the forums . GO BLUE!On your next post you are at 5 and can post a link.

- Craig

[Milominderbinder2]

Been lurking here for a while, have had D* for 2 1/2 yrs, 1 H-20, 1 SD rcvr w/Tivo, 1 basic SD rcvr, Premier Pack w/HD and Sports Pack. Only previous upgrade was merely from 3 to 5 lnb dish.

Read a large portion of this thread, practiced the script, called middle of the day (I'm in NJ), got a friendly CSR, told her of offers I've received from cable/FIOS/E*, asked her what D* could do to keep me. Ended up accepting a HR-20 for $99, $10 credit per month towards programming and another $10 off per month via free HD access. Install was last Friday, everything went fine.

Could I have done better? Maybe. But I'm not one to play hardball when presented with what I believe to be a fair offer right off the bat.OMG, you did just great!

Keep following hte steps!

- Craig

[wolverine318]

yes, the offer code was bigten. i can't post the link yet i'm to new to the forums . GO BLUE!

ok, thanks. I will give it a look around for the offer code.

Go Blue!

[D C]

So what are my chances of getting a good deal with the systems I have?
I've been a customer for around 10 years (first with pegasus, then transferred to DTV)

I have 3 receivers, 2 of them original. Will that help or hurt my chances?
Current:
Philips DVR Tivo 40Gb
Hughes HIRD D2
Hughes HIRD D2

Total Choice. No premium channels or packages.

Just made call #1, talked to someone who sounded hispanic (is that right?? it surprised me, I expected an India call center). Anyhow, he said I could get a free H20, but an HR20 would be $299. Ummm.. no thanks. Didn't seem the least bit concerned that I might switch to Dish and asked me when I wanted to cancel my service. Damn.

I'll try calling back midday Friday.

and GO GREEN! :D

[Wolverine7]

It won't let me post a URL, so here it is broken up:

www bigtennetwork com / corporate / DIRECTV.asp

I just signed up for this. Be persistent and call back if needed, as it appears that some of the reps haven't heard of this deal and aren't willing to give 2 upgraded receivers out for free.

After 3 or 4 calls inquiring about what they can offer, I got the Big Ten deal, 2 free HD receivers, and the Premier package (with NFL Sunday ticket) for 49.99 a month for 4 months. This is better than the website deal (69.99). They also threw in the Nascar pass for the same time period.

[MarkMac]

I think email may be the way to go for current customers.

Currently, I have (1) HR20, (2) H20s, and (1) HR10 (HD-Tivo). All of these are leased.

I received the HR10 and H20s free a year and a half ago when I was going to switch to Comcast (I was running a single HIRD-E86 at the time). I received the HR20 free when I called to cancel my NFL ST subscription back in July. I called a couple weeks ago trying to swap the HR10 for another HR20, and I was told $299. I called back a couple times that day, and the best I got was $199. Frustrated, I just left it sit for a couple weeks.

Today, I sent an email to DirecTV explaining that I wanted to swap the HR10 for an HR20. I received an email back within 2 hours with a phone# to call and a PIN.

I called that #, and I told the rep I was calling regarding the email response I had received. She verified that I wanted an HR20 to replace the HR10. I said "yes", and she put me on hold for a minute. When she came back on, she asked whether I would agree to a 2yr committment. I said "yes", and she said she could give me the HR20 for free. Installation is Nov 8. I didn't even bother trying to get programming credits because I think this is a very fair deal. She told me that after the installation, they would send me an empty box via FedEx to send them the old HR10 back.

[MarkMac]

For reference, here is the email that I sent to DirecTV:

"I would like to swap my HR10-250 for an HR20 in order to see the new HD channels that are rolling out. When I received the HR10, I was told that I would be able to swap it for an mpeg-4 HD DVR for little or no cost. I called a couple weeks ago, and I was told that it would cost me $299. I understand that some subscribers are able to swap their HD Tivos for an HR20 at no cost except shipping and handling. How do I go about getting this price? I'm not interested in an installation...I can switch the boxes out myself. Thank you for your attention to this."

[sean10780]

It won't let me post a URL, so here it is broken up:

www bigtennetwork com / corporate / DIRECTV.asp

I just signed up for this. Be persistent and call back if needed, as it appears that some of the reps haven't heard of this deal and aren't willing to give 2 upgraded receivers out for free.

After 3 or 4 calls inquiring about what they can offer, I got the Big Ten deal, 2 free HD receivers, and the Premier package (with NFL Sunday ticket) for 49.99 a month for 4 months. This is better than the website deal (69.99). They also threw in the Nascar pass for the same time period.


Are you a new or current customer?

[Wolverine7]

New customer. Switching in from Charter to enjoy the HD and pick up Big Ten :)

[Milominderbinder2]

Would it be in my favor to mention that I have heard of people getting these receivers for shipping costs only?No.

It fails every time.

- Craig

[Milominderbinder2]

...Just made call #1, talked to someone who sounded hispanic (is that right?? it surprised me, I expected an India call center). Anyhow, he said I could get a free H20, but an HR20 would be $299. Ummm.. no thanks. Didn't seem the least bit concerned that I might switch to Dish and asked me when I wanted to cancel my service. Damn.
You didn't get retention. Follow the script. Click the links. Do what it says...

- Craig

[Milominderbinder2]

It won't let me post a URL, so here it is broken up:

http://www.bigtennetwork.com/corporate/DIRECTV.asp
.I just signed up for this. Be persistent and call back if needed, as it appears that some of the reps haven't heard of this deal and aren't willing to give 2 upgraded receivers out for free.

After 3 or 4 calls inquiring about what they can offer, I got the Big Ten deal, 2 free HD receivers, and the Premier package (with NFL Sunday ticket) for 49.99 a month for 4 months. This is better than the website deal (69.99). They also threw in the Nascar pass for the same time period.Oh my...

I have never seen anything like this!

You are on step 5 of the HD DVR (HR20) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938)! Go get 'em.

Or in my case, Oskiwowo! I-L-L,I-N-I

- Craig
BS EE U of I

[Milominderbinder2]

For reference, here is the email that I sent to DirecTV:

"I would like to swap my HR10-250 for an HR20 in order to see the new HD channels that are rolling out. When I received the HR10, I was told that I would be able to swap it for an mpeg-4 HD DVR for little or no cost. I called a couple weeks ago, and I was told that it would cost me $299. I understand that some subscribers are able to swap their HD Tivos for an HR20 at no cost except shipping and handling. How do I go about getting this price? I'm not interested in an installation...I can switch the boxes out myself. Thank you for your attention to this."
Cut and paste that all you HR10 owners!

- Craig

[Pink Fairy]

Wow, sounds like you guys are getting great deals!~

[Rob Banks]

Oh yes. You don't let that installer leave until you actually see signal strengths for 103(b) at least 85% or higher. And don't let them dissuade you otherwise, else you will be doing what I've been doing for three weeks. Doing the DirecTV tech dance to the customer service waltz.

Just had my system installed. I asked the installer specifically about 103 b - he looked right at me and said, "You've been studying up". "Yes", I said, "I've read that the dish has to be very precisely aimed for 103 b and some people aren't getting good results".

"The technicians weren't trained completely to use dithering on 101. That's what gets the good signal on 103. I'm a trainer, and now we have everyone trained properly". Please note - when he said "everyone", he meant the 115 technicians at his outfit here in SW Washington state.

I'm not sure he actually checked 103b, and it was all happening too fast for me to keep up. But I just checked the signal. There are 16 transponders. A moment ago the highest was 87, now it's 82, but it's raining very hard right now and I'm sure that's affecting the numbers. Picture looks great.

[untfan]

Well, I bit the bullet tonight and upgraded the R15 to an HR20 - I had previously called a couple early last week to get "my deal". Any event the deal I struck was to purchase the HR20 retail and they would give me a $100 equipment credit amongst others.

So I call DTV and wait on hold for about 15 minutes - Get to an agent in retention and inform here of what I am doing (swapping the R15 [deactivate] for the HR20) and to look at my account notes for the offer. She says "OK" just a moment - She activates the HR20 but doesn't deactivate the R15. Further, she can't send a "hit" to the box so it keeps saying it's unactivated... I digress, she then adds the $100 equipment credit, the $10 / 12 month credit, the HD Access / 6 month credit, but forgot to add the DVR / 6 month credit. She then subscribes me to both Total Choice (my package) plus Choice XTRA. We go round, and round and once I finally get it straightened out I ask did you deactivate the R15 - and she said No. The R15 was the primary receiver on my account so we go through the whole shebang again and at the end I have Total Choice and Choice XTRA, I get that straighted out - she confirms my account balance (negative). Tells me they are having problems with the system which sends "hits" to the box and if it doesn't work in the morning to call back. I say OK, but to notate my account that my newly activated receiver isn't work - she says OK and we disconnect.

I was watching this all transpire online... I get up grab a soda from the fridge check my account one last time and she's added Choice XTRA back to my account, so I am subscribed to both Total Choice and Choice XTRA and two HD Access packs. So I call back again, retention is closed... Go to the main # and wait on hold for about 20 minutes get a guy who takes Choice XTRA off but not first trying to get me to switch to Choice XTRA [No Thanks, I'll keep the Total Choice package cause I get most the channels anyway with this pack - Golf Channel, National Geographic, etc]. I then question him about the DVR credit not being on the account, he puts me on hold for a while comes back and says I can only do it for four months... I say OK add it - I'll call back later and straighten it out...

Keep in mind my box still doesn't work - It keeps telling me it isn't activated, while I was on hold I did call with my cell phone and had my box hit to the point I was getting a 725 error. He transfers me to support and I get a girl who send multiple hits to my box, has me power-cycle, repeat the setup, etc - still 725. She puts me on hold, meanwhile I goto DTV website to send another hit to my box but the website gives an error to call support, still not working - Confirm RID and Access Card # still not working. She removes all my services re-adds them sends another hit, still not working. I send a hit via DTVs website and finally the error goes away...

Needless to say I spent about 2 hours on the phone with DTV tonight getting this "upgrade". My activity since my last bill is almost two whole pages... My appologies for the legnth of the post.

[MustseeHD]

Long time lurker, first time poster. I have been a D* customer for 12 years. I called twice and followed the script, asked nice, said we have recent upgrades to digital cable, UVERSE, etc., have other offers. Basic response was $100 off the $299 price. Second supervisor told me to go to Best Buy and pay $700 for the system, if I didn't like his price. Nice guy.
Anyway, I decided to go the email route, and was very pleasantly surprised. I have an existing HR10-250 unit, and a new HD in the bedroom. I wanted the HR20-dvr for den and big screen in main area. Simple request, gave them breif history on email. Record shows I paid $1000 for the HR10.

Anyway, D* acknowledge receipt of email within the hour sent, and said it would be assigned to appropriate csr. Late yesterday afternoon I received call from CSR, offer of free unit, with two year commitment and $19.95 sh, with install tomorrow!

Took it. Thanks to the boards, I will let you know how the install goes. We are a Tivo house, so the new interface will be interesting to compare.

[bigshowjoe]

Yesterday I made my fourth attempt in two days to get a deal on the HR20 that is comparable to what I have been reading on here. Prior to this call no one would budge on the $299 price tag. I got straight to retention by saying "cancel" at the voice prompt. Calmly and politely I told the guy what I would like to have. I followed the "rules" perfectly. He placed me on hold and came back with an offer of $50+$19.95 shipping. Also, he offered a $10/month credit for 6 months meaning I would actually only end up paying $9.99 in the end. This was great and I was ready to take it but I still mentioned my issue with up front fees which would have still been $69.95. He then made me the deal I have been wanting all along. He said he would apply the $60 credit instantaly and the only charge I would see was $19.95 shipping. Also, without me even asking or anything, he gave me the dvr service free for 1 year. On top of everything else, the installation date is set for tomorrow (10/20) AM. Basically all this is going to cost me is $19.95 and a renewal of a 2 year contract that I was only 6 months into anyway. Needless to say, I am extremely happy and firmly convinced that if you don't like the offer you are originally given, KEEP CALLING. They will make you happy.

[jtn]

Yesterday I made my fourth attempt in two days to get a deal on the HR20 that is comparable to what I have been reading on here. Prior to this call no one would budge on the $299 price tag. I got straight to retention by saying "cancel" at the voice prompt. Calmly and politely I told the guy what I would like to have. I followed the "rules" perfectly. He placed me on hold and came back with an offer of $50+$19.95 shipping. Also, he offered a $10/month credit for 6 months meaning I would actually only end up paying $9.99 in the end. This was great and I was ready to take it but I still mentioned my issue with up front fees which would have still been $69.95. He then made me the deal I have been wanting all along. He said he would apply the $60 credit instantaly and the only charge I would see was $19.95 shipping. Also, without me even asking or anything, he gave me the dvr service free for 1 year. On top of everything else, the installation date is set for tomorrow (10/20) AM. Basically all this is going to cost me is $19.95 and a renewal of a 2 year contract that I was only 6 months into anyway. Needless to say, I am extremely happy and firmly convinced that if you don't like the offer you are originally given, KEEP CALLING. They will make you happy.

Glad you were able to get what you needed and should, you are a paying customer, you shouldn't have to waste so much time on the phone to get the same as others. There should be consistency with what they are doing at customer service and retention. I wonder if it will be better when the deal is completed with Liberty Media and the shares transfer, and it's not Rupert Murdoch's any longer.

[dxdenis02]

is any one getting a good deal one a 2nd hr20....
i had 2 hr10s upgraded one to a hr20....
now that i got a feel for the hr20 and like it, I'm ready to move to a 2nd hr20

[NoviDave]

Has anyone been able to get two of the HD DVR's? I figure it will take a few calls to get the equip I need, but I'm still stunned that they would only allow me to get one. This is a silly system and a fairly poor way to treat loyal customers. If only Brighthouse were not so bad.

[dxdenis02]

is any one getting a good deal one a 2nd hr20....
i had 2 hr10s upgraded one to a hr20....
now that i got a feel for the hr20 and like it, I'm ready to move to a 2nd hr20
Has anyone been able to get two of the HD DVR's? I figure it will take a few calls to get the equip I need, but I'm still stunned that they would only allow me to get one. This is a silly system and a fairly poor way to treat loyal customers. If only Brighthouse were not so bad.

best i can do is $199 on the 2nd HD DVR....didnt take that deal.... retention told one they give hd dvr customers 1 free upgrade

[Lord Vader]

I've had three active (still active, too) HR10-250s. Over the last two months, I got three HR20-700s--two free and one for $99 + S&H with $150 in credits.

[Pat1955]

Has anyone been able to get two of the HD DVR's? I figure it will take a few calls to get the equip I need, but I'm still stunned that they would only allow me to get one.

I got two. I only had to pay the shipping charge on each one($20each). The only way the Retention CSR could do it was to create two separate orders. Worked though. They are installed and working great.

[jimrobinette]

I have been following this thread for a couple of months, even after getting my deal back in early Sep.

I have deduced that being a long time D* customer goes against what most people in this forum think. We all think if we are longtimers, we should get a better deal. I am betting that the longer you have been with them, the worse deal you get. My thought process is that if you have been with them 10 years, they think you are less likely to walk, and therefore they don't have to go after you. Whereas someone that has been with them one to two years may have more of a propensity to leave. Therefore, they get better upgrade deals. Just some thoughts.

If I owned D*, there would be no consistency! Goes agains a good businees plan. Why would I pay a penny more than what it took to keep a customer? As a business, I want to have the flexibility to "pay" (in the form of subsidised gear) what I need to keep the customers I want. More for some, less for others.

Just some more thoughts.

Jim

Glad you were able to get what you needed and should, you are a paying customer, you shouldn't have to waste so much time on the phone to get the same as others. There should be consistency with what they are doing at customer service and retention.

[D C]

So what are my chances of getting a good deal with the systems I have?
I've been a customer for around 10 years (first with pegasus, then transferred to DTV)

I have 3 receivers, 2 of them original. Will that help or hurt my chances?
Current:
Philips DVR Tivo 40Gb
Hughes HIRD D2
Hughes HIRD D2

Total Choice. No premium channels or packages.

Just made call #1, talked to someone who sounded hispanic (is that right?? it surprised me, I expected an India call center). Anyhow, he said I could get a free H20, but an HR20 would be $299. Ummm.. no thanks. Didn't seem the least bit concerned that I might switch to Dish and asked me when I wanted to cancel my service. Damn.

I'll try calling back midday Friday.

and GO GREEN! :D

You didn't get retention. Follow the script. Click the links. Do what it says...

- Craig

I most definitely did get retention. Specifically asked the guy if he was in that department.

Sent them an email late last night and had an email with a PIN waiting for me this morning. Gonna call them shortly.

[Bob Coxner]

Email does not always get you a Retention PIN. I sent a brief email asking for any deals on upgrading an SD DTivo to an HR20 (I already have one HR20). Here is part of the reply:

"I am excited to hear the you are interested in upgrading your other receiver to one of the most advance equipment we have. For your HR20 swap, the best thing that you should do is to call us at 1-800-531-5000 anytime. Our call center is staffed with knowledgeable Customer Service Representatives who are ready to help. They will be the one to inform you the in and out costs for it. However, for the upgrade of the receiver, an upgrade fee is mostly applied."

Oddly, a front-line CSR had offered me $99 for an upgrade earlier in the day, but no credits. Also, Movers Connection works well. That's how I got a $19.99 deal for my current HR20, after fighting for weeks to get a discount. Retention never budged but Movers Connection worked great.

It seems to me that the vast majority of people getting the $19.99 deals these days are either new customers or those upgrading from HR10s.

[drewba]

I tried the e-mail route this morning and got the form letter with the "exciting" $299 upgrade offer. There wasn't any upgrade phone number or PIN included.

Guess I'll need to try the phone method next.

[D C]

Just called back after getting my pin. Got this:

HD-DVR
HD nonDVR x 2
Free Install
$99 + 19.99 shipping

works for me!

[DrummerBoy523]

Yesterday I made my fourth attempt in two days to get a deal on the HR20 that is comparable to what I have been reading on here. Prior to this call no one would budge on the $299 price tag. I got straight to retention by saying "cancel" at the voice prompt. Calmly and politely I told the guy what I would like to have. I followed the "rules" perfectly. He placed me on hold and came back with an offer of $50+$19.95 shipping. Also, he offered a $10/month credit for 6 months meaning I would actually only end up paying $9.99 in the end. This was great and I was ready to take it but I still mentioned my issue with up front fees which would have still been $69.95. He then made me the deal I have been wanting all along. He said he would apply the $60 credit instantaly and the only charge I would see was $19.95 shipping. Also, without me even asking or anything, he gave me the dvr service free for 1 year. On top of everything else, the installation date is set for tomorrow (10/20) AM. Basically all this is going to cost me is $19.95 and a renewal of a 2 year contract that I was only 6 months into anyway. Needless to say, I am extremely happy and firmly convinced that if you don't like the offer you are originally given, KEEP CALLING. They will make you happy.

Everyone talks about a script, but the only thing I see are some steps to take, such as noting other offers, writing down reps name, etc. Is there a true "script" that we should read verbatim?

Also, you mentioned following the "rules" - can you be more specific?

I'm getting ready to bite the bullet, and of course I want the best deal I can get.

Thanks a ton!!

[NoviDave]

Just called back after getting my pin. Got this:

HD-DVR
HD nonDVR x 2
Free Install
$99 + 19.99 shipping

works for me!


Did you try to get two HD-DVR's? I just received my pin # and was going to call them tonight.

[Milominderbinder2]

...Anyway, D* acknowledge receipt of email within the hour sent, and said it would be assigned to appropriate csr. Late yesterday afternoon I received call from CSR, offer of free unit, with two year commitment and $19.95 sh, with install tomorrow!
Here is that email text for HR10 users:
For reference, here is the email that I sent to DirecTV:

"I would like to swap my HR10-250 for an HR20 in order to see the new HD channels that are rolling out. When I received the HR10, I was told that I would be able to swap it for an mpeg-4 HD DVR for little or no cost. I called a couple weeks ago, and I was told that it would cost me $299. I understand that some subscribers are able to swap their HD Tivos for an HR20 at no cost except shipping and handling. How do I go about getting this price? I'm not interested in an installation...I can switch the boxes out myself. Thank you for your attention to this."
Cut and paste that all you HR10 owners!

- Craig

[Milominderbinder2]

... Basically all this is going to cost me is $19.95 and a renewal of a 2 year contract that I was only 6 months into anyway. Needless to say, I am extremely happy and firmly convinced that if you don't like the offer you are originally given, KEEP CALLING. They will make you happy.Good job. Good advice.

- Craig

[Milominderbinder2]

is any one getting a good deal one a 2nd hr20....
i had 2 hr10s upgraded one to a hr20....
now that i got a feel for the hr20 and like it, I'm ready to move to a 2nd hr20
Send the HR10 email. The text is above.

- Craig

[Milominderbinder2]

Has anyone been able to get two of the HD DVR's? I figure it will take a few calls to get the equip I need, but I'm still stunned that they would only allow me to get one. This is a silly system and a fairly poor way to treat loyal customers. If only Brighthouse were not so bad.It is a great system!

Try this:

It won't let me post a URL, so here it is broken up:

http://www.bigtennetwork.com/corporate/DIRECTV.asp
.I just signed up for this. Be persistent and call back if needed, as it appears that some of the reps haven't heard of this deal and aren't willing to give 2 upgraded receivers out for free.

After 3 or 4 calls inquiring about what they can offer, I got the Big Ten deal, 2 free HD receivers, and the Premier package (with NFL Sunday ticket) for 49.99 a month for 4 months. This is better than the website deal (69.99). They also threw in the Nascar pass for the same time period.

Wait until you see the U of I win in HD!

- Craig
U of I, Big Ten Lover.

[Lord Vader]

That would be nice, Craig, but I'm afraid the loss last week against Iowa doomed our chances of winning the Big Ten. Some of the stupidest playcalling I've ever seen in that game!

We still have to face Ohio State at their place. I fear that game.

[jimmythesaint57]

I found that yesterday. Sent the email. Got a response with a phone number and pin. When I entered the pin that I was given, the automated system said it was invalid or expired.

Try another email and tell them about the bad PIN.

[Milominderbinder2]

Everyone talks about a script, but the only thing I see are some steps to take, such as noting other offers, writing down reps name, etc. Is there a true "script" that we should read verbatim?

Also, you mentioned following the "rules" - can you be more specific?

I'm getting ready to bite the bullet, and of course I want the best deal I can get.

Thanks a ton!!
That is the script> HD DVR (HR20) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938).

Click every link. Do exactly what it says.

- Craig

[Milominderbinder2]

That would be nice, Craig, but I'm afraid the loss last week against Iowa doomed our chances of winning the Big Ten. Some of the stupidest playcalling I've ever seen in that game!

We still have to face Ohio State at their place. I fear that game.You are Lord Varder. Go get your Death Star or something!

- Craig

[jimmythesaint57]

Try another email and tell them about the bad PIN.

Please disregard. I read you finally got the deal you were after. Persistence pays off again.

[TedBarrett]

I was robbed!! Upgraded last month from an old RCA SD box I purchased from Circuit City

Been a D* customer for 11! yes 11! years. My deal for upgrading to the HR-20?

299 + $44 for some charge or other. I already was a premium customer so no movie channels free for a couple of months. They prorated in the HD access from the minute they cut me over.

When the installation guy said that it would be an additional $70 to run the second cable through the attic and down the wall I let him use an old cable tv coax for the second line

didn't know about this forum until after the install and I started googling for information on the box.

The lesson learned? loyalty is NOT rewarded.

[Rbb]

Been with D* for 8 yrs and just upgraded to a D15 in a 2nd room in May with new 2 yr contract so figured it would be tough.

I called this morning for first time talked to a normal CSR just to see how it would go. I told her I wanted to upgrade she quoted me $249, but wierdly enough said my D15 showed up in system as owned not leased. So of course I'm thinking my bill is going to go up and my wife is goign to kill me but the CSR said "oh well nice deal for you."

I waited 20 minutes and called again said cancel at the intro and was immediately offered $99 + 19.95 + no HD fee for 12 mos. + no DVR fee for 6 mos without ever specifically saying I wanted to cancel. WOW!

Then he threw in free Showtime & Starz for 3 mos. So I bit. My install is Tuesday AM... Can't wait to see World Series in HD, I just hope the SOX are there!

THANKS FOR ALL THE TIPS GUYS!!! GREAT THREAD!

[Milominderbinder2]

...I waited 20 minutes and called again said cancel at the intro and was immediately offered $99 + 19.95 + no HD fee for 12 mos. + no DVR fee for 6 mos without ever specifically saying I wanted to cancel. WOW!

Then he threw in free Showtime & Starz for 3 mos. So I bit. My install is Tuesday AM... Can't wait to see World Series in HD, I just hope the SOX are there!

THANKS FOR ALL THE TIPS GUYS!!! GREAT THREAD!
You did great! You are on step 5 of theHD DVR (HR20) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938).

Click every link. Everything is there for a reason.

- Craig

[Milominderbinder2]

...I'm not sure he actually checked 103b, and it was all happening too fast for me to keep up. But I just checked the signal. There are 16 transponders. A moment ago the highest was 87, now it's 82, but it's raining very hard right now and I'm sure that's affecting the numbers. Picture looks great.In a rainstorm, 82 is good. How is it now?

The installers can't check Ka and so can't check 103b. They check 101 and 119 and connect the dots.

- Craig

[Zuidemac]

I've been a DTV subscriber for awhile, am not under a service agreement, and have an HR10. I called, explained that I have the HR10, but need an HR20 and new slimline dish. They were having computer problems, so it took awhile, but I was eventually told that I'm a 'legacy' subscriber and qualify for 'zero dollar' hd equipment upgrade. He said he was trying to enter the info into my account, but it kept trying to charge $299 and he said several times that I qualify for 'zero dollar.'

So he noted that I qualify for that offer and said that someone from DTV would be contacting me in a day or two, when the systems are back up and running.

This is the first I've heard about a 'zero dollar' hd equipment upgrade offer - I was prepared to take $199 with $100 credit and free hd for a year...

I'll post again when I get a callback and get it set up.

[Lord Vader]

These computer problems would explain why I can't refresh one of my receivers this morning.

[sat4r]

You did great! You are on step 5 of theHD DVR (HR20) Ordering Tips (http://www.dbstalk.com/showthread.php?p=839938#post839938).

Click every link. Everything is there for a reason.

- Craig

Thanks Craig for all your help. I just home and there was a e-mail from D giving me a phone and pin number to call.After several minutes of waiting a rep came on and I explained using your steps and I got my third HD DVR for 99.00 no shipping. This is the best deal I have received so far so I accepted.My install isnt until NOV.1 but I can live with that. Thanks again AL

[Raphael754]

Standard Professional Install
$0.00 1 $0.00

Swap ReplaceImplied DVR IRD
$0.00 1 $0.00

Handling
$0.00 1 $0.00

Swap Replace DIRECTV HD Rec. (Expanded HD Prog. Capable)
$0.00 1 $0.00

Swap Replace HR20 IRD





can someone translate this to English please.

[Stuart Sweet]

This thread has been a lot of fun... but it does not really match the purpose of this forum.

[Stuart Sweet]

After much discussion, the moderators ask you, if you want to open a thread to talk about "your" deal, please do it in the general forum, and please let each deal be its own thread.

Thanks.