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

[yensid]

Just got offered $125 off plus a $10 credit per month for a year. I am holding out since I need two these and at $399 each this discount doesn't work for me. I sure hope I don't have to say I am leaving DirecTV to get the deal I want. It would seem silly.

Someone posted that the Beach Audio price has gone up. I think it went up around $20. Seems odd it would increase in price.

The CSR was very friendly and told me it would be easier to get deals after 9/11 since they will be available nationwide through DirecTv.

[rlgold88]

[QUOTE=Sah;643965]Just placed HR20 order and scheduled installation for 9/20 in Boston area:

Swap Relocate DVR IRD $0.00
Handling $19.95
Standard Professional Install $0.00
DIRECTV 5-LNB Multi-Satellite Dish $0.00
DIRECTV HD DVR (Expanded HD Prog. Capable) $0.00[/QUOT

I placed an order on sept 1 for the HR20 Repeatedly cs said it was the new HR 20 that I was ordering. I Asked her at least 10 times Everytime she said its the HR20 and not the hr 10-250.

I Called sept 2 To see what was meant by the (swap relocate DVR) as I was not swapping or moving my current DVR's I was just adding the Hr20.

Just to be safe I asked again if this is the Hr20 The answer was NO its the hr 10-250. She said it's not available in my area (MICHIGAN) through D*. She said to check out Bestbuy I lost it!!! Then went to bestbuy and bought it I pick it up sept 6.

So be cautios on what you will receive or make a call to make sure. Because on the Sept 1 I thought its a sure thing until the second.

[steff3]

Just got off the phone with Retention and they confirmed availability in my area and in stock. Best she would offer me was 399 les 100 credit and no S/H. Asked her if that is the best she can do since both Comcast and Dish will either not charge for equipment or credit 20 dollars a month for a year (or 10 months). Still wouldn't budge so I told her I was calling Dish to confirm and would call D* back to cancel service if Dish will still give me the same offer. Will wait a while before I call back and see if get the same results. I can not see paying 299 dollars for something others are getting for free (and not owning it to boot).

Just got off the phone for the second call. This time was offered 399 for the HR20 less 150 credit. Also 10 dollars a month for 12 months for programming and 10 dollars a month for HBO credit for six months. In all would equal 330 dollars credit making the HR20 69 dollars. She gave me her ID # for when I call back. Think I'll take it.
BTW.....no swap necessary since I own the HR10

Third call as of one hour ago; 200 dollars off and same programming credits as posted earlier. One thing of interest was this last CSR I spoke with recommended I wait two or three weeks and that more than likely I would receive for free???????? She noted my account for this last offer and I told her I would consider it. Also it should be noted that each and every CSR (3 so far) I have spoke with have all been very nice and courteous.

[brianct1972]

They also told me that waiting a few weeks and I would have it for free. Of course, I had her make a note of that in my account. I will probably wait, my Hr10-250 is still crusing along after over a year. I get all the NY HD locals, so no huge rush, other than wanting the latest and greatest....

[gonzlobo]

This freakin' company can go stick it :)

I asked to speak to someone else who actually knew what was going on...he replied back 'I'm pretty sure they are gonna tell you the same thing as I have".



Yeah, that ought to do it (eyeroll). Just tell them Dish offers new customers their DVR for $200 (don't tell 'em you're going to change providers, just let them know... in case they're looking to buy a cheap dish :) ).

[Bigal115]

After some negotiating I think I got a pretty good deal......They are comming this friday to install everything...Its kind of a weird situation because the HR20-700 is not available in my area ..so they say ...so after about 15 calls they are giving me the Hr10-250 for free (and a guaranteed Upgrade to the Hr20 when it becomes available.) they are also giving me a n extra Tivo unit( not sure which one)....they also gave me a $200 credit and $10 off/month and some other programming extras.....One thing ..they never mentioned the word "Lease" I would be pissed if I am leasing these things...

[HDTVsportsfan]

.....One thing ..they never mentioned the word "Lease" I would be pissed if I am leasing these things...

Start getting PO'ed. You may be able to talk one of the CSR's out of it at a later time, but everyone from D* as of 4/1/06 (I believe) is under the lease program.
Did they mention to 2 year commitment?

[bobojay]

After some negotiating I think I got a pretty good deal......They are comming this friday to install everything...Its kind of a weird situation because the HR20-700 is not available in my area ..so they say ...so after about 15 calls they are giving me the Hr10-250 for free (and a guaranteed Upgrade to the Hr20 when it becomes available.) they are also giving me a n extra Tivo unit( not sure which one)....they also gave me a $200 credit and $10 off/month and some other programming extras.....One thing ..they never mentioned the word "Lease" I would be pissed if I am leasing these things...

You will be leasing, that's the only way D* does it now. You have to buy it from an authorized retailer to be able to "own" it. And let them, D*, know you want to "own" when you call in to activate.......then you won't be eligible for the free damage/breakdown replacement unless you have the service policy.

[dtvmiami]

Just got off the phone for the second call. This time was offered 399 for the HR20 less 150 credit. Also 10 dollars a month for 12 months for programming and 10 dollars a month for HBO credit for six months. In all would equal 330 dollars credit making the HR20 69 dollars. She gave me her ID # for when I call back. Think I'll take it.
BTW.....no swap necessary since I own the HR10
When you have got this far u are about 1/2-3/4 of the way there. U have to understand what bargaining is all about. Somehow you have to hang in there and keep on and on. U basically have to wear the csr out, nicely but convincibly.


Third call as of one hour ago; 200 dollars off and same programming credits as posted earlier. One thing of interest was this last CSR I spoke with recommended I wait two or three weeks and that more than likely I would receive for free???????? She noted my account for this last offer and I told her I would consider it. Also it should be noted that each and every CSR (3 so far) I have spoke with have all been very nice and courteous.

When u call and the csr busts out with 'call back in a cpl weeks a see what happens', they're just trying to get u to bite and give up for the day. At that point you are about 1/4 of the way there.

Bottom line: u are almost there, specially that it's available in ur area it's much easier.

The challange comes when those who call find out they are in an area where it's not available, the csr tries to dismiss u right away. Then getting them to put u notes in ur account that u will getting it for $19.95 at a later time, takes a some luck and some persistant phone skills.

I must have said over 7 different reasons over and over again, as why I should get this deal. However I did not mention them all at once. Kinda, pulled each card as time went on. And my CSR was a tough cookie, the csr denied the $19.95 deal all the way until the end. So much so, that when the csr finally cave into the $19.95 deal, I almost could not believe my ears, after one hour of the csr denying and then suddenly a change of heart. I had to ask the csr to repeat the offer several times, got the csr id# and name. Called back later to reg. line and they verified everything as offered.

[steff3]

When you have got this far u are about 1/2-3/4 of the way there. U have to understand what bargaining is all about. Somehow you have to hang in there and keep on and on. U basically have to wear the csr out, nicely but convincibly.




When u call and the csr busts out with 'call back in a cpl weeks a see what happens', they're just trying to get u to bite and give up for the day. At that point you are about 1/4 of the way there.

Bottom line: u are almost there, specially that it's available in ur area it's much easier.

The challange comes when those who call find out they are in an area where it's not available, the csr tries to dismiss u right away. Then getting them to put u notes in ur account that u will getting it for $19.95 at a later time, takes a some luck and some persistant phone skills.

I must have said over 7 different reasons over and over again, as why I should get this deal. However I did not mention them all at once. Kinda, pulled each card as time went on. And my CSR was a tough cookie, the csr denied the $19.95 deal all the way until the end. So much so, that when the csr finally cave into the $19.95 deal, I almost could not believe my ears, after one hour of the csr denying and then suddenly a change of heart. I had to ask the csr to repeat the offer several times, got the csr id# and name. Called back later to reg. line and they verified everything as offered.

Thanks for the input. Do you think another call would be benificial? CSR said she noted it all on my account and at this time was the best they can do. Should I bring on the ultimate bluff and cancel? I am not very good at this sort of thing but the wife wants to go to Comcast and be done with it.

Opinions????????

[mjm76]

I just got off the phone with DirecTV and I asked to upgrade my Dish to the AT9 so I can get the STL HD locals. I live approximately 75 miles south of STL. The CSR told me that she would set me up for the new AT9 at no charge but then I told her that I wanted the HR20 installed at the same time.

She said that the HR20 will not be available in my area until Sept. 11 (next Monday).

She told me that I would have to call back on that day to order it. I tried to get her to set me up with an installation date for after the Sept. 11th and she would not do it.

Oh well I guess I can wait another week for this unit.:eek2:

[iucpa]

After reading all these posts, I decided to give it a try. Called tonight after my H20 went black again and complained (helped they had documented problems) and the guy was very nice and said he would provide the HR20 for free (no S&H or anything). He transferred me to rentention, who just asked a couple of questions. Long story short, I had an install scheduled for tomorrow and he confirmed they will have an HR20 to install for me tomorrow!

In addition they will be offering discount to me on NFLST and SF and the premiums.

Happy day!!!:hurah:

[dtvmiami]

Thanks for the input. Do you think another call would be benificial? CSR said she noted it all on my account and at this time was the best they can do. Should I bring on the ultimate bluff and cancel? I am not very good at this sort of thing but the wife wants to go to Comcast and be done with it.

Opinions????????

U are in a win win situation.

1st of all Comcast has an offer that varies from state to state but I think it's called 'dish your Dish' or 'dump your dish' or 'diss your dish' ()example of it in New England (www.comcast-ne.com/dump_the_dish.html) You can simply call them and ask how it works.

I actually got this offer for a family member. Comcast comes over and u must turn in 1 Dish and a Directv receiver. In the situation I witnessed, they came took what we gave them and did bother to check if what we gave was the actual one that was removed. (Cause family member turned in old 1LNB dish and a receiver that didn't work)

The offer was for 12 months and we got everything including HD channels (like INHD1 and INHD2 (http://en.wikipedia.org/wiki/INHD) which DTV does not carry cause the parent company of these channels is Comcast) And U got HD DVR Motorala receiver for about $60 monthly. Also U can get $15 off if u get their High Speed internet, which in some places it's up 8meg download speed.

Plus, it's theres no contract. It's actually a good deal for 1 year.

Now it's time to call retention again.

Step 1:
Call and sound excited about the flyer promo and say ur wife called you at work and that they got this 'adflyer' in the mail ($19.95 for S&H) and u want to redeem it.
(If CSR says she's never heard of a flyer like that, u must convince her to put u on hold and ask others about that, at 1st they will resist but u will insist she ask. And of course, if asked to read flyer by verbatim u can't cause wifey called u at work and she's not even home.)

If u got nowhere then step 2:
Say that U where told when U got the HR10 and that U would get a free trade when the new one came out.

Step 3: Plus ur HR10 is acting up and u want a replacement. Your HDMI output is acting up, and this a Known HR10 Issue (http://64.233.187.104/search?q=cache:uPP6WtJlKYsJ:cgi.ebay.com/DirecTV-TiVo-HD-DVR-250GB-HR10-250-Receiver_W0QQitemZ160022061126QQcmdZViewItem+hr10+ known+issues&hl=en&gl=us&ct=clnk&cd=5&client=firefox-a).

Step 4: politely ask her for her ID # and name. And tell them u want to make an Executive Complaint (actually on 1-5% of Americans have actually heard of this process in larger companies, according to a MiamiHerald Action Line article they ran years back)

For DTV it's the Office of The President.
(I took it down myself but since I got what I wanted, I put it away )
U can't email them it must only be done, snail mail.

After u have address to the said office,

Step 5:
U then explain who now u feel insulted and how nice guys finish last type thing, because u have proof from a trusted friend of many years where he actually called up DTV and had them verify this $19.95 promo. U say ur friend said he called up irrate and to calm him down they gave promo to him, he claims. U, on the other hand, (U say) have common courtesy and will refuse get under the skin of any CSR.

Step 6: If all else fails, and u've been on the phone with CSR for over hour and 1/2
Conclude by saying: please explain to me the procedure to cancel. So when I get home I will discuss with wife on cancelling, but need to understand the process (like can we schedule a day to cancel, do we have to wait for billing cycle to end, what equipment do u want back, even gigle about wanting back defective HR10)

Step 7: By now u've hung up. Either u have success or got nowhere, so u may feel.
Write to the Office of The President and explain, how unfair this whole thing has been. Where ur friend got this deal and he's not even as good customer as u.
If ur writing u may either actually downright cancel and write explaining why U canceled and how they can win u back.

Good luck. Be persistent, a csr over at retention will play a tough cookie, but if hang in there u will get what u want. It took me over hour1/2 b4 csr gave in to deal to me, and csr refused to even admit deal the entire way.

[Bigal115]

After some negotiating I think I got a pretty good deal......They are comming this friday to install everything...Its kind of a weird situation because the HR20-700 is not available in my area ..so they say ...so after about 15 calls they are giving me the Hr10-250 for free (and a guaranteed Upgrade to the Hr20 when it becomes available.) they are also giving me a n extra Tivo unit( not sure which one)....they also gave me a $200 credit and $10 off/month and some other programming extras.....One thing ..they never mentioned the word "Lease" I would be pissed if I am leasing these things...

Not sure if I screwed up or not..

I went to my acct online and read my upcomming order and it was missing the HD-dvr and only had a 3 lnb dish....I called to confirm what the last CSR told me and she confirmed everything on the order but told me that there is something wrong because they gave me too much and she extra tried to take off the DVR...she then put me on hold for a few minutes...so I sat nervously until she came back on and she basically, in an annoyed tone, told me that they would honor it but I shouldn't of gotten that. And then said she was going to have the previous CSR sent to additional training....All I was asking is why would they put in a 3 lnb dish and then a month later, when they upgrade me, have to come back and put in the 5 lnb...its just annoying dealing with them.....they better upgrade me to the HR20-700 like they said they would...hmmm what to do ..I want to call and confirm with a different re pbut I don't want to screw myself...

[pup154]

I just got off the phone with D* and after talking to 4 different people, I finally got to customer retention. I got upgraded to the HR20 for the cost of shipping and handling or $19.95. Not bad for 40 minutes of work.

[Bigal115]

She said the HR20 is still only avail in LA....

[briang5000]

She said the HR20 is still only avail in LA....

My CSR told me it was available outside LA as of last Thursday.
(I'm in Cleveland, OH)
It's possible not everybody was aware yet because it was such a new system
they hadn't been able to set one up in the office for the CSR to familiarize themselves with.

She new about it because she had read her e-mails and had already seen the training video with the new features. She even told me about the interactive features for Sunday Ticket Superfan.

When I placed my order I had her double check I was getting the new HR20.
She said I was and knew it because during the order process the screen prompts for them to make sure the person has a 5 LNB dish. If not they need to order that and the screen will not prompt them to offer a Over-the-air antenna because the HR20 isn't shipping with the over-the-air tuner activated.

Brian

[Bigal115]

should I call them to confirm ...She confirmed that I am getting a HD - DVR but it does not show up on the order ... the credited me for the $99...I don't want to push my luck..but I also dont want to get screwed...

Description Unit Price Quantity Price
DIRECTV DVR
$99.00 1 $99.00
DIRECTV 18x20 Triple LNB Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Standard Professional Install
$0.00 1 $0.00
Subtotal: $118.95
Tax: $10.27
Total: $129.22

[iucpa]

should I call them to confirm ...She confirmed that I am getting a HD - DVR but it does not show up on the order ... the credited me for the $99...I don't want to push my luck..but I also dont want to get screwed...

Description Unit Price Quantity Price
DIRECTV DVR
$99.00 1 $99.00
DIRECTV 18x20 Triple LNB Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Standard Professional Install
$0.00 1 $0.00
Subtotal: $118.95
Tax: $10.27
Total: $129.22

Looks like you aren't getting the HR-20 but rather the H-20. My order for tomorrow's install looks like this:

DIRECTV HD DVR HR-20 (Expanded HD Prog. Capable)
$0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Standard Professional Install
$0.00 1 $0.00
Swap Relocate DVR IRD
$0.00 1 $0.00
Subtotal: $19.95
Tax: $1.40
Total: $21.35

Installation Appointment: Sep 6, 2006 - Afternoon (1 PM to 5 PM)

[Bigal115]

Looks like you aren't getting the HR-20 but rather the H-20. My order for tomorrow's install looks like this:

DIRECTV HD DVR HR-20 (Expanded HD Prog. Capable)
$0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Standard Professional Install
$0.00 1 $0.00
Swap Relocate DVR IRD
$0.00 1 $0.00
Subtotal: $19.95
Tax: $1.40
Total: $21.35

Installation Appointment: Sep 6, 2006 - Afternoon (1 PM to 5 PM)

Wel Im definitely not getting the HR-20 because it is not available in my area yet...Im in NY long Island to be exact....But I am also supposed to be getting a HD - DVR installed with this order and as in my previous post, the CSR confirmed that I was getting A HD-DVR and a regular DVR on this date. But for some reason Its jst not showing up for me. I feel that I am pressing my luck if I call them again....

[ricklehner]

I just got off the phone with D* customer retention. Was told that no free upgrade available, would have to do the $399 BB deal. Noting that I am a 10-year Premiere customer, CSR was very nice but said that HR20 only available in LA market, not elsewhere in the country. Confusing since so many in this thread are getting the HR20 and don't live in LA. CSR said that if I wait till "November or December" I might be able to get a free upgrade but otherwise have to go the BB route. So, that's where it's at right now...

[cpbergie]

How are you able to view your "Order"? I have an install scheduled, but i never received an actual order.

[ricklehner]

Have to say this whole thing with the HR20 is so very odd, reading these posts, some people can get the new DVR, others can't, some get it for free, others pay just S&H, others pay $400. Really bizarre! Maddening that a CSR tells me that it isn't available outside LA, then read the posts where folks in Cleveland and Boston etc are having it installed! Just looking for some consistency but there doesn't appear to be any at this point.

[jakencam]

Why is it that some people are saying that they have to order the HR20 from Best Buy for $399? You can get it for $299 from Value Electronics, or $268 (I believe) from Beach Audio. Is there a reason why someone would order it through Best Buy and not either of these two places? I've only ordered one thing from Value Electronics, but it was the H10-250, and I didn't have any problems with my order at all.

[ricklehner]

Must be because of the D* email sent this weekend noting only BB as the place to get the new DVR, good to know it is available at a reduced price elsewhere. Plus, apparently D* will only give you a credit (anywhere from $100 to $250) if you get it at BB

[iucpa]

How are you able to view your "Order"? I have an install scheduled, but i never received an actual order.

I copied and pasted mine directly from my account information online. I also obtained the name and ID# of the retention representative. She was VERY nice. She also gave me the Sunday Ticket Super Fan for free, 6 $10 monthly credits and a $50 one-time credit. Can't wait till tomorrow!

Who knows what the trick is, but it definitely worked for me. I had tried 2 times before but the CSRs held tight...

I'll post tomorrow when mine is done and let you know how it went.

[jakencam]

I wouldn't be surprised if you could get them to give you a credit regardless of where you bought it. I got my H10-250 from Value Electronics a little over a year ago, but DirecTV gave me a $250 credit upon activation of the unit.

[dtvmiami]

Wel Im definitely not getting the HR-20 because it is not available in my area yet...Im in NY long Island to be exact....But I am also supposed to be getting a HD - DVR installed with this order and as in my previous post, the CSR confirmed that I was getting A HD-DVR and a regular DVR on this date. But for some reason Its jst not showing up for me. I feel that I am pressing my luck if I call them again....

Hmm, the HR20 is not available in my area either. But, the way the notes read in my account, it states that when available I receive it for $19.95

U can try and call back but not to retention. Ask what the total u have to pay. If it's just for the s&h then ur prob. good to go.

[carlsbad_bolt_fan]

I spoke to three different reps yesterday. The first one admitted that she didn't know too much about the HR20's availability so she transferred me to their installation department. That rep transferred me to another person who gave me (what seems to be) good information.

First he said that Best Buy has the exclusive rights to lease the HR20 for the first 10 days, beginning 9/1. Value Electronics and Beach Audio can sell the HR20, but cannot ship them during this 10 day period. Only Best Buy can. If I got an HR20 through Best Buy, he said the best offer he can make is the free install of the new Dish & multi-switch. Right now the only HD receivers D* can lease out is the H20 and the HR10.

He said that people who leased the HR10 last year will get the HR20 for the price you were quoted. You will have to give up the HR10. Since I bought my HR10 outright two years ago, and if I were to wait for D* to start leasing the HR20 (after 9/11, when the 10 day Best Buy exclusive is over), the best deal I can get (with all credits taken into account) is $130, plus shipping. I get to keep my HR10.

He also said that I might be able to get a better deal when D* starts leasing the HR20, but he couldn't say how much better.

So, I'll be waiting for D* to start leasing them. I'm not going to drop $440 at Best Buy just to be the first one on my street to get one.

[jamieh1]

Got a call from directv today but I was not at home, I got a email the other day saying that I would recieve a call. Well called back and got retention, he said let me look into this, he came back and said its still about a month before it will be released but since I bought a HR10-250 that I would get swapped for free.
I still waiting for another call back.

[mikeny]

Wel Im definitely not getting the HR-20 because it is not available in my area yet...Im in NY long Island to be exact....But I am also supposed to be getting a HD - DVR installed with this order and as in my previous post, the CSR confirmed that I was getting A HD-DVR and a regular DVR on this date. But for some reason Its jst not showing up for me. I feel that I am pressing my luck if I call them again....

I am supposed to get an R15 and HR20 installed this Saturday on the 9th, in Lynbrook.

The Regional CSR at Halsted Communications whom I waited an hour to speak with pushed up my 9/23 HR20 install to the 9th so that both jobs (the R15 & HR20) could be done at the same time.

She called over to the local warehouse who confirmed, supposedly that they had several HR20s in stock. I'm skeptical though. Even though she said that she asked twice to be sure, she told me how that they definitely have the newest "HD 20s".

When I requested a local number so I could confirm it myself she refused saying there isn't one and she could request that I get a call from them the night before. If there are other questions I should call the Regional Office.

She was getting losing patience with me, saying she answered all my questions and there was nothing more she could do. She only has an "extension for the local installer" which I can't use because "I don't have their phones". She hung up shortly after without waiting for a good bye.


We'll see.

At least my online orders are all showing for the 9th now.

[jasonblair]

Everyone on this forum talks about swapping an HR10-250 for the unit. I have intentionally held off on buying one because I eventually wanted the HR20, and didn't know what the details of a swap would be.

I have an H-10 and a Hughes HTL-HD. I also already have HBO, Sunday Ticket, Superfan, and NBA League Pass. I've been with them since 2000. (Except for a 3 month stint in 2003 after I graduated law school and was living with the parents while studying for the bar exam.)

Anyone in a similar situation? What kind of deal can I expect?

[Bigal115]

I am supposed to get an R15 and HR20 installed this Saturday on the 9th, in Lynbrook.

The Regional CSR at Halsted Communications whom I waited an hour to speak with pushed up my 9/23 HR20 install to the 9th so that both jobs (the R15 & HR20) could be done at the same time.

She called over to the local warehouse who confirmed, supposedly that they had several HR20s in stock. I'm skeptical though. Even though she said that she asked twice to be sure, she told me how that they definitely have the newest "HD 20s".

When I requested a local number so I could confirm it myself she refused saying there isn't one and she could request that I get a call from them the night before. If there are other questions I should call the Regional Office.

She was getting losing patience with me, saying she answered all my questions and there was nothing more she could do. She only has an "extension for the local installer" which I can't use because "I don't have their phones". She hung up shortly after without waiting for a good bye.


We'll see.

At least my online orders are all showing for the 9th now.

You might want to double check that ...I was told by a few ppl including a supervisor that they are not available in our area yet...what does your order say..??? Im in Massapequa NY and im getting everything installed on Fri.....Jeaz this suck...I ma just cancel and reschedual for the HR20

[mikeny]

You might want to double check that ...I was told by a few ppl including a supervisor that they are not available in our area yet...what does your order say..??? Im in Massapequa NY and im getting everything installed on Fri.....Jeaz this suck...I ma just cancel and reschedual for the HR20

Trying to double check as we speak. It's been over a 1/2 hour. By the time I get through, it'll be after 6 and they'll tell me the warehouses are closed. The first time I called I was 31st in queue.!...and they don't want to give out the local #s..

Order Detail:
Description Unit Price Quantity Price
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Standard Professional Install
$0.00 1 $0.00
Swap ReplaceImplied DVR IRD
$0.00 1 $0.00
DIRECTV HD DVR (Expanded HD Prog. Capable)
$0.00 1 $0.00
Subtotal: $19.95
Tax: $1.72
Total: $21.67

Installation Appointment: Sep 9, 2006 - Afternoon (1 PM to 5 PM)

[patfan64]

I DO NOT currently have a D* HD DVR. I am supposedly an "A List" customer, but that rarely seems to do any good. I currently have two H20s and an old Hughes D*/Tivo receiver (along with three other standard receivers).

I called Directv today and initially got the run around ... I had to speak to 5 different people, but eventually spoke to someone in Customer Retention. She told me that she positively could not do the upgrade for free. She was very polite and seemed to actually know what she was talking about. I wound up getting the HR20 for 399 - $150 instant credit - $10/month for 12 months .... grand total = $129.

The whole process took me 90 minutes on the phone. What a hassle, but installation is set for Sunday 8/27!

I have the exact same setup. I am also an A list customer. Wondering if living in the NYC metro area would make a difference. I am not a ST subscriber so that might be a deal breaker right there.

I would love to put my old Hughes TiVo in the basement for the kids. They are clogging up my machine!!!

[mikeny]

Trying to double check as we speak. It's been over a 1/2 hour. By the time I get through, it'll be after 6 and they'll tell me the warehouses are closed. The first time I called I was 31st in queue.!...and they don't want to give out the local #s..

Order Detail:
Description Unit Price Quantity Price
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Standard Professional Install
$0.00 1 $0.00
Swap ReplaceImplied DVR IRD
$0.00 1 $0.00
DIRECTV HD DVR (Expanded HD Prog. Capable)
$0.00 1 $0.00
Subtotal: $19.95
Tax: $1.72
Total: $21.67

Installation Appointment: Sep 9, 2006 - Afternoon (1 PM to 5 PM)

I got to be 1st in the queue after 45 minutes and at 6:15 the on hold prompt changed from continue to hold" to "sorry our call centers are now closed".

AND THEY DON'T WANT TO GIVE OUT THE LOCAL NUMBER!!!

I'll try tomorrow.

[Bigal115]

That sucks...i was on the phone with a CSR while they were on hold with them for almost an hour, So I don't think the phone number matters.... i am going to D*** again later ..I would wait a few days so they don't have to come twice..Im just totally confused...nothing on my order states that I am getting the HD-DVR but they told me twice that I am...

[TekGamer]

dtvmiami, as stated in my post, I already have the AT9 dish

[Sknzfan]

Everyone on this forum talks about swapping an HR10-250 for the unit. I have intentionally held off on buying one because I eventually wanted the HR20, and didn't know what the details of a swap would be.

I have an H-10 and a Hughes HTL-HD. I also already have HBO, Sunday Ticket, Superfan, and NBA League Pass. I've been with them since 2000. (Except for a 3 month stint in 2003 after I graduated law school and was living with the parents while studying for the bar exam.)

Anyone in a similar situation? What kind of deal can I expect?

I would think PLENTY of discounts and a FREE HR20......
I wouldn't settle for anything less.....well maybe S&H
Don't give up until you're happy !
Thanx

1-800-824-9081

[noneroy]

That sucks...i was on the phone with a CSR while they were on hold with them for almost an hour, So I don't think the phone number matters.... i am going to D*** again later ..I would wait a few days so they don't have to come twice..Im just totally confused...nothing on my order states that I am getting the HD-DVR but they told me twice that I am...

Log onto your account online and go to 'View Orders.' In there, you should see a pretty recent order #. Click on it. If you see 'DIRECTV HD DVR (Expanded HD Prog. Capable)' listed then you are getting the HR20. If you don't then you are not.

Again, they should be giving some sort of discount. I've not even paid my first bill with DirecTV and they gave it to me for $174 through them (not Best Buy).

I've watched this thread go from everyone getting what they want to D* locking down pretty tightly. I think that they are probably geting a TON of calls they were not expecting. I wouldn't be surprised if they run out.

Best of luck to everyone.

[LarryA]

I was told last week that I would pay $299.00 plus $19.95 for the HR20-700 even though I had an HR10-250. I paid it before I joined this forum. Who and by what means should I contact contact D* to get a credit?
Thank you.

[noneroy]

I was told last week that I would pay $299.00 plus $19.95 for the HR20-700 even though I had an HR10-250. I paid it before I joined this forum. Who and by what means should I contact contact D* to get a credit?
Thank you.

I just talked to a really nice CSR. He wanted to give it to me for 299 and I reminded him that A) I'm still under my initial 30 days so I could quit whenever i wanted and B) My local cable company gives HD DVRs out to anyone who wants one. Of course I said this very very nicely. As soon as I mentioned the cable company $125 disappeared from the price.

[Bigal115]

I got to be 1st in the queue after 45 minutes and at 6:15 the on hold prompt changed from continue to hold" to "sorry our call centers are now closed".

AND THEY DON'T WANT TO GIVE OUT THE LOCAL NUMBER!!!

I'll try tomorrow.

Mike did you get it from best buy...I just got off the phone with the installation dept and I am getting the 3 Lnb Dish...The HR10-250 and an extra DVR ..she said that the HR20-700 is Def not available thropugh them in my area...yet....She also said that the 5 Lnb dish will not work with the HR10, thats why they have to come back when they upgrade me....hmmm

[noneroy]

Mike did you get it from best buy...I just got off the phone with the installation dept and I am getting the 3 Lnb Dish...The HR10-250 and an extra DVR ..she said that the HR20-700 is Def not available thropugh them in my area...yet....She also said that the 5 Lnb dish will not work with the HR20 thats why they have to come back when they upgrade me....hmmm

How could the HR20 not work with the 5lnb dish? Wasn't the 5lnb dish designed to get the mpeg4 locals? Isn't that why we need the hr20 in the first place? :confused:

[Bigal115]

my bad ...I meant the HR10-250 won't work wit the 5 Lnb

[LarryInAz]

my bad ...I meant the HR10-250 won't work wit the 5 Lnb

Why wouldn't the HR10 or any other older boxes work with the 5 lnb? It picks up the same satellites as the 3 lnb plus the new birds that have been put up for the Mpeg 4 signals. Should be backward compatible. :rolleyes:

Assuming it is compatible it seems to me D* should be installing the 5lnb dish now since they know you plan on upgrading to HR20 down the road. This would definitely save them the needed install trip. You'd simply swap boxes.

[Bigal115]

I KNOW Thats what I said ....but all she said and kept repeating it verbatim "im sorry, but the 5 Lnb dish is not available at this time with the HD - DVR in my area" she said it like 3 times. SSo I asked if it was because it didn't work with the HR10-250 ..she said "Correct"

[bobojay]

Any box will work with the 5lnb dish. Just won't pick up the Mpeg-4 locals.

[Bigal115]

Well they're all morons then ...there is no reason for them to have to come to my house twice...

[mikeny]

Mike did you get it from best buy...I just got off the phone with the installation dept and I am getting the 3 Lnb Dish...The HR10-250 and an extra DVR ..she said that the HR20-700 is Def not available thropugh them in my area...yet....She also said that the 5 Lnb dish will not work with the HR10, thats why they have to come back when they upgrade me....hmmm

Al,

I placed my order through retention and they're wrong about what they told you about the HR10-250 and the AT9. I've had the AT9 since early August and my HR10-250 still works perfectly with it. There is no incompatiblity. The HR10-250 just won't receive the extra 2 sats that the AT9 sees.

BTW, whatever you did, it sounds like you landed a sweet deal with an HD DVR, addtional DVR and 200 in credits + prog credits. Nice. Even if they will have to come back in time it's pretty good!

[pappys]

Al,

I placed my order through retention and they're wrong about what they told you about the HR10-250 and the AT9. I've had the AT9 since early August and my HR10-250 still works perfectly with it. There is no incompatiblity. The HR10-250 just won't receive the extra 2 sats that the AT9 sees.

BTW, whatever you did, it sounds like you landed a sweet deal with an HD DVR, addtional DVR and 200 in credits + prog credits. Nice. Even if they will have to come back in time it's pretty good!


This is all true, but for what ever reason, they will not give you one when you install it. This is the wrong forum for it, but your installer will NOT put an AT9 up. He will tell you its incompatible.

[Bigal115]

this makes absolutely no logical sense, but im sure that they have they're reason..

[pappys]

ya, I went through this in July. Didnt get an AT9. So I had them come back out in 2 weeks to put it up with an H20

[BillyT2002]

It probably just DirecTV policy and I happen to think it's a good one. When DirecTV comes out to convert a customer to MPEG-4, they most likely want to do the entire job at once in order to not have to make multiple trips to each customer. I can't blame them for that. (Though while I can expect them to want to have the dish professionally installed as then they know that it is most likely done right in comparison to allowing us to put them up ourselves, I cannot for the life of me fathom why they do not trust us to plug in our own DVR(s)/receiver(s). I think they just want a guarantee that a professional saw the whole thing done and working before they sign off on us. Personally, I will not let the DirecTV people behind my television and always prepare everything necessary to quickly hook up what I need to while the installer is still on the roof. ;))

[Bigal115]

the thing is that my original order had the AT9..but then the installer cancelled 20 min berfore the end of the time they were supposed to be there (1 - 5 ..they called at 4:40 to cancel) so I freaked out and thats when they gave me the extra DVR ..but they essentually downgraded me...thisis my original order that was cancelled:

Swap Relocate DVR IRD
$0.00 1 $0.00
Handling
$19.95 1 $19.95
HD DVR
$0.00 1 $0.00
Standard Professional Install
$0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00

[mikeny]

Well Halsted Regional got in touch with Ronkonkoma, supposedly the only local office and they do NOT have HR20s in stock yet. They confirmed that my work order also states HR20-700 only.

So I rescheduled both my R15 and HR20 installs for from the 9th to the 23rd. Hopefully, by then, they'll be getting them, as the Best Buy exclusive is through the 11th. .

[jamieh1]

Directv retention has offered me 2 HR20s for $99 each installed, I told them that this was not acceptable because Ive spent $1600 over the last year getting the 2 HR10s I have now.
One other rep said I would be given them free, but wouldnt note the acct.
They claim they have not been given the details on the national release for current HD customers.

today retention told me that the national release date is 9/11.
He said in the past when Directv upgraded subs for locals etc that is was at no charge.

He said call back 9/11 for other info.

$199 for 2 plus AT9 dish is not bad being I keep my 2 HR10-250 dvrs, but I want it free.

[uscboy]

You know D* CSRs are dreading coming to work on the 11th. :lol:

[xcoach]

I an located in the Tampa Bay area. I ordered the HR20 last week and had an installation scheduled for 9/1.The installer arrived with an AT9 dish but with the 10-250 instead. Then put his supervisor on the phone and he told me they did not have the HR20 yet. DTV had made a deal giving me the HR20 at $299. Apparenty a poor deal.
After reading in this thread, I am calling back this afternoon to get credit back for the cancelled installation and get a better deal when the unit is in my area.
I thought I saw a customer retention phone number somewhere in the forum, but I cannot find it. Would someone please reply to my post and give me a more direct number than the the "special" one DTV sent me on a card.

Thanks

[ricklehner]

1-800-824-9081 customer retention

[sbayne]

I initially placed my order for the HR20 on Sept 2nd. I have been a Sunday Ticket suscriber for about a decade and I have a Phillips sd tivo box for which I purchased a lifetime membership. I asked about the deals they could give me and I told the csr about the reports of getting the HR20 for 19.95. She told me the best she could do for me was $299 plus she could give me ST Super Fan for free. I did not press things any further, I said fine and scheduled my installation for Sept. 28th.

Today, however, out of the blue Directv called me to tell me they do not have any HR20s in stock and until Sept 11th only Best Buy will have them, but when they come in they told me I would get the upgrade for free. I told the CSR I had already placed an order and had installation scheduled. She said she needed to talk to her supravisor to see what she could do. She came back on and said they would cancel my original order and give me the HR20 for 19.95 plus tax. The only downside is installation was moved to Oct 6, but for $19.95 it seems like a pretty good trade off.


Steve

[theonlyone]

do you have to be a current customer for this deal to work???

[dtvmiami]

D* retention has offered me 2 HR20s for $99 each installed, I told them that this was not acceptable because Ive spent $1600 over the last year getting the 2 HR10s I have now.
One other rep said I would be given them free, but wouldnt note the acct.
They claim they have not been given the details on the national release for current HD customers.

today retention told me that the national release date is 9/11.
He said in the past when D* upgraded subs for locals etc that is was at no charge.

He said call back 9/11 for other info.

$199 for 2 plus AT9 dish is not bad being I keep my 2 HR10-250 dvrs, but I want it free.

You've got some reading to do.

I have explained step by step on who to approach them. Your's just required minor tweaking.

Bargaining 101:

If the item u are pursuing is being currently is being offered to u @ $99 each, then like we said in the auto sales industry, "you've just left money on the table" (remember, it's offered for some $19.95 and for others up to $399)

(keep in mind that some, like myself, who have never even had a HD DVR and still we got the $19.95 )

IMO, ur situation is even easier, because u've shelled out over $1600

Step 1: Demand ur free upgrade, for both!

Demand it both be free, because like most u should have been told that u would get free upgrades on all the units u paid for and u shelled out over 1 grand and 1/2. (I said u should have been told because for some who asked back in on the day they, when they bought them, that yes they would get free exchange)
Actually, there's enough dtv'ers out there that are not only getting the free upgrade but are able to keep their HR10's

Step 2: Get livid!

(normally I would NEVER recommend this, but ur one of the few who could prob. get away with this, cause believe me u've paid ur dues. I on the other hand had to be ultra nice, cause for me it was more like a gift. U could actually demand ur upgrade.)

It could go something like this:

'I KNOW D* IS NOT GOING TO BACK ON THEIR PROMISE OF A FREE UPGRADE.

MAY I SPEAK TO A SUPERVISOR AND WHILE UR AT IT LET ME GET THE ADDRESS TO THE OFFICE OF THE PRESIDENT.

THERE'S CUSTOMERS OUT THERE PAYING JUST S&H FOR THESE UNITS AND THEY NEVER EVEN OWNED A HD DVR (like the HR10) AND MY SITUATION WAS PROMISED TO ME, WHICH THOUGH VERBAL, MAKES IT A BINDING CONTRACT.
(note here i'm assuming u where told, like most who asked, of a free upgrade when the mpeg4 receivers came out. )



Furthermore, if u call retention and get livid and actually get transferred to someone in higher tier, don't start of livid. Make them the hero and tell them U feel better already because U are sure they are going to resolve ur issue.
Compliment them on their listening skills and things like 'that's why ur in charge'

Try that method with supervisor for a while, and wear em out little. If all fails ask for name & ID# and verify Address to Office of The President. And start to talk about the things ur gonna write (also that u will include him in the letter, for not resolving this issue knowing there's some out there that never paid and are getting free ones.) on as to why u where forced to cancel.

I could go on, but I think u get the picture.

Also, re-read this thread from about page 1 when nickpoore (www.dbstalk.com/member.php?u=24450) and others actually begin to get the $19.95 deals. Cause some of ur concerns, have already been answered, like they one u said
"They claim they have not been given the details on the national release for current HD customers." have already been addressed.
That's why some of us have had their accounts noted and are on a virtual/real list if u will.

[theonlyone]

so do you have to be a current customer for this deal to work???

[dtvmiami]

so do you have to be a current customer for this deal to work???

Why don't u try it an let us know.

[theonlyone]

Why don't u try it an let us know.

because i'd rather have you tell me...

[dtvmiami]

because i'd rather have you tell me...

Sure no prob.

But just do urself a favor:

Wait sitting down, cause standing up ur gonna get tired! :bonk1:

BTW, it sounds funnier in Spanish :lol:

[xcoach]

I just got off the phone with retention CSR.
The guy told me nothing available except LA and Best Buy until the 11th and I could get no committment to install after the 11th. He saw now way to get me a discount. He was trained to tell me" I understand your concerns", as a way of postponing solving them.
All I could agree to was to call back and try again on the 11th or failing that, the 12th.

[bobojay]

I just got off the phone with retention CSR.
The guy told me nothing available except LA and Best Buy until the 11th and I could get no committment to install after the 11th. He saw now way to get me a discount. He was trained to tell me" I understand your concerns", as a way of postponing solving them.
All I could agree to was to call back and try again on the 11th or failing that, the 12th.

I just got the exact same story. The 11th is going to be an insane day for D* cust. serv/retention/installation reps..........
Their computer keyboards will be smokin!!

[mndwalsh]

I spoke with retention today and talked deals, very nice rep that seemed to know what was going on. I decided to wait to order until D starts shipping them (she was hoping soon after the 11th.) I talked about credits if I order it with BB but it still wasn’t that good of a deal and it sounded like the “swap out” may be a better deal, this was my second call and I will now wait. She did give me $10 credit a month for a year and I didn't buy anything. I really wanted it for ST for the interactive menu’s but waiting a few weeks will not kill me (wait…..I want it now…..NO). I may change my mind if it shows up at a local best buy but this is my stance now. I should run for office, I don’t even know where I am going with this.

[theonlyone]

Sure no prob.

But just do urself a favor:

Wait sitting down, cause standing up ur gonna get tired! :bonk1:

BTW, it sounds funnier in Spanish :lol:


ok, enough w/ the funny...do you know if you have to be a current custy or not?

[noneroy]

ok, enough w/ the funny...do you know if you have to be a current custy or not?

Dude, no offense or anything but most of us are current customers so we honestly cannot answer that question. My suggestion would be for you to call and ask. The worst thing they can say is 'no' right? In reading this thread, you should now be aware that many different CSRs will tell you many different things. I don't think anyone here can give you a good answer to your question. Call D*, throw the dice and see what you come up with.

And let us know.

However, if you really want an uneducated, theoretical, unsubstantiated, shot-in-the-dark guess, I'd say, 'maybe'. :D

[dtvmiami]

Dude, no offense or anything but most of us are current customers so we honestly cannot answer that question. My suggestion would be for you to call and ask. The worst thing they can say is 'no' right? In reading this thread, you should now be aware that many different CSRs will tell you many different things. I don't think anyone here can give you a good answer to your question. Call D*, throw the dice and see what you come up with.

And let us know.

However, if you really want an uneducated, theoretical, unsubstantiated, shot-in-the-dark guess, I'd say, 'maybe'. :D

Nicely put!

[bruinmwe]

I called retention yesterday and she was able to set me up for a September 12th installation appointment for the HR20 for only shipping and handling, even though I don't even currently have the HR10, just 2 stadnard def Tivos and a non-DVR HD receiver. Maybe it's because I'm in CA and kinda sorta near LA? Not sure, but it worked and my online account says I have an installation appt for a "DIRECTV HD DVR (Expanded HD Prog. Capable)" and I asked multiple times to make sure it was the HR20. So keep trying, maybe you'll find someone to set you up for a Sept 12th installation.

[andbye]

I called retention yesterday and she was able to set me up for a September 12th installation appointment for the HR20 for only shipping and handling, even though I don't even currently have the HR10, just 2 stadnard def Tivos and a non-DVR HD receiver. Maybe it's because I'm in CA and kinda sorta near LA? Not sure, but it worked and my online account says I have an installation appt for a "DIRECTV HD DVR (Expanded HD Prog. Capable)" and I asked multiple times to make sure it was the HR20. So keep trying, maybe you'll find someone to set you up for a Sept 12th installation.

The Ironwood Installer number for the Sacramento area is 643-8889. They say they expect to get a shipment of HR20-700 HD DVRs on Sep 12. It might be worthwhile to check with them using your order # to confirm that they have the HR20 in time for your installation date and verify that the AT 9 dish is included

[theonlyone]

Dude, no offense or anything but most of us are current customers so we honestly cannot answer that question. My suggestion would be for you to call and ask. The worst thing they can say is 'no' right? In reading this thread, you should now be aware that many different CSRs will tell you many different things. I don't think anyone here can give you a good answer to your question. Call D*, throw the dice and see what you come up with.

And let us know.

However, if you really want an uneducated, theoretical, unsubstantiated, shot-in-the-dark guess, I'd say, 'maybe'. :D


that's the type answer i was looking for. thanks

[Bigal115]

I currently don't have my Sat hooked up so Im not going to Reschedual with them ...they will just have to come back...I did try to have them hook up the 5 Lnb again ..but they kept saying .it won't work ....

[GregW]

I'm trying to get new DirecTV service here, but don't want to pay for the old DVR when the HR20 is coming out. I talked to a sales rep and asked about the HR20 and when it would be available. She said she just received a memo about the HR 20 today, and that it would be available in "October" but that I could get it at Best Buy now if they have any available. Don't think I'm going to spend $399 for a leased piece of equipment at BB, though, especially since if you wait to order online from directv you get like $150 credit or something.

[Finster63]

Just bought my first HD tv.

Had the Hughes Tivo Series 2.

Wanted to get Directv in HD - including locals.

LOVE Tivo - but if Directv's software is close, I'm ok with it.

Played CSR roulette.

First CSR (last Friday, 9/1): DFW will get them in 2 weeks to 2 months

Second CSR - retention (yesterday, 9/5): DFW will get them in a few weeks

Third CSR - retention (today, 9/6): In a few weeks.. - I told her I was considering leaving - .. let me check again.... available now. Install scheduled for next week.

Whined about $399 being to much. Offered a $250 discount. Whined about $150 being too much.

Final cost: $19.95 s/h
6 mos. HBO for $2/ month
$10 discount off total bill for one year
Free NFL Super fan
4 months of free HD pkg.

Hopefully the install on 9/11 will go as planned....

I'm happy

[mndwalsh]

anyone in MN get an install Date from DTV of the HR20 and 5lnb?

I tried retention but she said call back next week

[iucpa]

Just bought my first HD tv.

Had the Hughes Tivo Series 2.

Wanted to get Directv in HD - including locals.

LOVE Tivo - but if Directv's software is close, I'm ok with it.

Played CSR roulette.

First CSR (last Friday, 9/1): DFW will get them in 2 weeks to 2 months

Second CSR - retention (yesterday, 9/5): DFW will get them in a few weeks

Third CSR - retention (today, 9/6): In a few weeks.. - I told her I was considering leaving - .. let me check again.... available now. Install scheduled for next week.

Whined about $399 being to much. Offered a $250 discount. Whined about $150 being too much.

Final cost: $19.95 s/h
6 mos. HBO for $2/ month
$10 discount off total bill for one year
Free NFL Super fan
4 months of free HD pkg.

Hopefully the install on 9/11 will go as planned....

I'm happy

Hold off on your happy until it is a done deal. Prepare yourselves for the worst story ever...

My HR20 install was scheduled for yesterday from 1-5. Well of course it didn’t go as planned – quite the opposite.



The installer called at about 3:00 and said, “I see they requested a Senior Technician, I’m not and none are available”. Great, I’m thinking… He further goes on to say that if it is a very difficult install, he may not be able to do it (can’t wall fish, etc…) Great again. So I call the installation hotline and explained that and asked what they could do. They called the local install company and talked to the installers supervisor (Brian). They said Brian would call me right away and that he personally would be available to come out to assist with the install should he be needed. (Note: Brian NEVER called me, and the installer NEVER called him to request him to come out and REFUSED to do so when I asked him to). So the installer spends an hour and says he has a line of sight issue where our current dish is. He acted like that was it and he was done and I say no you’re not. I found another spot I would be happy with that was more towards the front of the house, so no roof to go over and no trees in its sight, and also couldn’t be seen from the street. He seemed upset but tried it. He said he still couldn’t get a signal from one of the satellites. So I tell him to put it all the way at the front of the house and see what he can find. He seemed upset again (by this time his drill battery was about dead and he was frustrated). I watched him try for about 20 seconds in the final spot and he concluded he still couldn’t get a signal (mind you, by this time he’s been there over 3 hours). Not to mention the wife was not about to let them put that huge dish on the front of the house but I didn't care at this point. So we decided to have him just put the old 3LNB back in the original spot and we’ll take the new receiver and deal with the dish later. So I ask him if I can install the receiver while he puts up the old dish. He says no, because he can’t do a partial work order – it has to be all or nothing. Curious, I ask to see the box. You guessed it – wasn’t even an HR20 after all. It was an HR10. So inside I storm to call retention and the guy was flabbergasted and gave me 2 more free months of service as compensation. Meanwhile, I go look outside and the installer was gone – didn’t say goodbye, didn’t come see if my service was working, nothing – just left! The retention department heard it from me. The retention rep called the local company and was on hold - he asked if I wanted to hold with him or he could call me back. I asked him to call me back so I didn't have to wait on hold that whole time. Well, of course, here we are another day later and the retention rep never called. I called this morning and talked to another retention rep, and on top of that, there is no documentation of my phone call with the one from last night, even though we talked for 30 mninutes! And no credit, either, which she gladly posted for me.

As it stands, they rescheduled for next week and ASSURED me it would be the HR20 and that a competent technician would do the job.

Can you believe this??? Maybe a free lifetime subscription would make me happy. MAYBE.:mad:

[Finster63]

I'll hold off on the happy -

I'm medicated... :|

[dtvmiami]

Hold off on your happy until it is a done deal. Prepare yourselves for the worst story ever...

My HR20 install was scheduled for yesterday from 1-5. Well of course it didn’t go as planned – quite the opposite.


The installer called at about 3:00 and said, “I see they requested a Senior Technician, I’m not and none are available”. Great, I’m thinking… He further goes on to say that if it is a very difficult install, he may not be able to do it (can’t wall fish, etc…) Great again. So I call the installation hotline and explained that and asked what they could do. They called the local install company and talked to the installers supervisor (Brian). They said Brian would call me right away and that he personally would be available to come out to assist with the install should he be needed. (Note: Brian NEVER called me, and the installer NEVER called him to request him to come out and REFUSED to do so when I asked him to). So the installer spends an hour and says he has a line of sight issue where our current dish is. He acted like that was it and he was done and I say no you’re not. I found another spot I would be happy with that was more towards the front of the house, so no roof to go over and no trees in its sight, and also couldn’t be seen from the street. He seemed upset but tried it. He said he still couldn’t get a signal from one of the satellites. So I tell him to put it all the way at the front of the house and see what he can find. He seemed upset again (by this time his drill battery was about dead and he was frustrated). I watched him try for about 20 seconds in the final spot and he concluded he still couldn’t get a signal (mind you, by this time he’s been there over 3 hours). Not to mention the wife was not about to let them put that huge dish on the front of the house but I didn't care at this point. So we decided to have him just put the old 3LNB back in the original spot and we’ll take the new receiver and deal with the dish later. I ask him if I can install the receiver while he puts up the old dish. He says no, because he can’t do a partial work order – it has to be all or nothing. Curious, I ask to see the box. You guessed it – wasn’t even an HR20 after all. It was an HR10. So inside I storm to call retention and the guy was flabbergasted and gave me 2 more free months of service as compensation. Meanwhile, I go look outside and the installer was gone – didn’t say goodbye, didn’t come see if my service was working, nothing – just left! The retention department heard it from me. The retention rep called the local company and was on hold - he asked if I wanted to hold with him or he could call me back. I asked him to call me back so I didn't have to wait on hold that whole time. Well, of course, here we are another day later and the retention rep never called. I called this morning and talked to another retention rep, and on top of that, there is no documentation of my phone call with the one from last night, even though we talked for 30 mninutes! And no credit, either, which she gladly posted for me.As it stands, they rescheduled for next week and ASSURED me it would be the HR20 and that a competent technician would do the job.

Can you believe this??? Maybe a free lifetime subscription would make me happy. MAYBE.:mad:

I'm not sure what this has to do with Finster63's accomplishment.

All I can tell u is this:

Always welcome any goof-ups by large corporations, because it's an opportunity to get more credit, free programming or discounts.

BTW, I have to admit I could not make out ur post. Too jumbled together to read:( But, from skimming I gather u had some issues with install and now have to reschedule.

Well, good for u!

Now get on that horn and get urself some more credit. Remember, always welcome mistakes. In the long run, if u don't let it slide and make a fuss about it, u will be compensated.

[mndwalsh]

I remember the day customer service was solid and they rarely made mistakes. Then when they did make a mistake it was hard to get a credit for anything. I like the days better when they went smooth. The credits are nice but good service is better.

[messtoph]

Any recommendations would be appreciated.

I recently moved and suspended the dtv account. I have called and the best offer is $100 off the 399 price. I kept calling to see if I would get a better offer, nothing. My last call I told them to cancel the account, I'm past my contract so no sweat from me.

I have not received a call from them. I think they have called my bluff. I've been with them for about 4 years, no st, just a few ppv and tc+ sports & setanta. Should I grovel and accept the 299 offer or wait until the 11th (or 13th) and see what the offers are then?

I should be able to get by a week or so with the tivo, but the new programs are approaching and I don't want to miss them. I did not have HD at the old location but will have it now.

[noneroy]

Any recommendations would be appreciated.

I recently moved and suspended the dtv account. I have called and the best offer is $100 off the 399 price. I kept calling to see if I would get a better offer, nothing. My last call I told them to cancel the account, I'm past my contract so no sweat from me.

I have not received a call from them. I think they have called my bluff. I've been with them for about 4 years, no st, just a few ppv and tc+ sports & setanta. Should I grovel and accept the 299 offer or wait until the 11th (or 13th) and see what the offers are then?

I should be able to get by a week or so with the tivo, but the new programs are approaching and I don't want to miss them. I did not have HD at the old location but will have it now.

Honestly, it looks like the CSRs were giving away the farm at the start of this and now aren't doing much of anything for anyone. The decision to take the offer is squarely your own, however I've been paying close attention to all the posts and it's my FEELING that D* is starting to really tighten up with the offers.

[mndwalsh]

Any recommendations would be appreciated.

I recently moved and suspended the dtv account. I have called and the best offer is $100 off the 399 price. I kept calling to see if I would get a better offer, nothing. My last call I told them to cancel the account, I'm past my contract so no sweat from me.

I have not received a call from them. I think they have called my bluff. I've been with them for about 4 years, no st, just a few ppv and tc+ sports & setanta. Should I grovel and accept the 299 offer or wait until the 11th (or 13th) and see what the offers are then?

I should be able to get by a week or so with the tivo, but the new programs are approaching and I don't want to miss them. I did not have HD at the old location but will have it now.

Personally I paid $299 for my HD Tivo 4 months ago and was happy with that deal. for the upgrade I would not want to pay that but if you are new to HD Service I think that is a fair price. They may give you a $10 a month credit on top of your $100 if you are nice

[sdlevi27]

Best Buy shows HR20s available in the Boston area (Cambridge and Saugus). I called retention, told them I could go pick one up at BB and wanted to get a credit to offset the cost. Best they could offer was $300 credit once activiated (took down the CSR ID and supervisor ID incase there were any problems once I called back to get the credit). I told them I'll take it and placed my order at Value Electronics.

$0 net cost to me. I'm a happy camper!

[spidey]

Hold off on your happy until it is a done deal. Prepare yourselves for the worst story ever...

My HR20 install was scheduled for yesterday from 1-5. Well of course it didn’t go as planned – quite the opposite.



The installer called at about 3:00 and said, “I see they requested a Senior Technician, I’m not and none are available”. Great, I’m thinking… He further goes on to say that if it is a very difficult install, he may not be able to do it (can’t wall fish, etc…) Great again. So I call the installation hotline and explained that and asked what they could do. They called the local install company and talked to the installers supervisor (Brian). They said Brian would call me right away and that he personally would be available to come out to assist with the install should he be needed. (Note: Brian NEVER called me, and the installer NEVER called him to request him to come out and REFUSED to do so when I asked him to). So the installer spends an hour and says he has a line of sight issue where our current dish is. He acted like that was it and he was done and I say no you’re not. I found another spot I would be happy with that was more towards the front of the house, so no roof to go over and no trees in its sight, and also couldn’t be seen from the street. He seemed upset but tried it. He said he still couldn’t get a signal from one of the satellites. So I tell him to put it all the way at the front of the house and see what he can find. He seemed upset again (by this time his drill battery was about dead and he was frustrated). I watched him try for about 20 seconds in the final spot and he concluded he still couldn’t get a signal (mind you, by this time he’s been there over 3 hours). Not to mention the wife was not about to let them put that huge dish on the front of the house but I didn't care at this point. So we decided to have him just put the old 3LNB back in the original spot and we’ll take the new receiver and deal with the dish later. So I ask him if I can install the receiver while he puts up the old dish. He says no, because he can’t do a partial work order – it has to be all or nothing. Curious, I ask to see the box. You guessed it – wasn’t even an HR20 after all. It was an HR10. So inside I storm to call retention and the guy was flabbergasted and gave me 2 more free months of service as compensation. Meanwhile, I go look outside and the installer was gone – didn’t say goodbye, didn’t come see if my service was working, nothing – just left! The retention department heard it from me. The retention rep called the local company and was on hold - he asked if I wanted to hold with him or he could call me back. I asked him to call me back so I didn't have to wait on hold that whole time. Well, of course, here we are another day later and the retention rep never called. I called this morning and talked to another retention rep, and on top of that, there is no documentation of my phone call with the one from last night, even though we talked for 30 mninutes! And no credit, either, which she gladly posted for me.

As it stands, they rescheduled for next week and ASSURED me it would be the HR20 and that a competent technician would do the job.

Can you believe this??? Maybe a free lifetime subscription would make me happy. MAYBE.:mad:
sounds like same idiot local install company sent out to me 2 years ago when I went to 3 LNB HD system. Guy never got on roof and said that this one pine tree was in the way and he couldnt install. Eventually went to local DTV retaler and had him come and install costing me 1000$ and got alot back from DTV in credits. I guess I will wait on pushing my install order once for sure you get an HR20.

[rmgator90]

:) Just as an FYI. THe installer showed up today and installed the HR20. Took about four hours due to weather. Looking at it right now and it does a better job of displaying SD channels. Picture is crisp. Have noticed fall out of DD but otherwise good to go. Now if the Steelers will win, it will be a very good day. :icon_cool Good luck to everyone on getting their installations to go smoothly.

[pappys]

:) Just as an FYI. THe installer showed up today and installed the HR20. Took about four hours due to weather. Looking at it right now and it does a better job of displaying SD channels. Picture is crisp. Have noticed fall out of DD but otherwise good to go. Now if the Steelers will win, it will be a very good day. :icon_cool Good luck to everyone on getting their installations to go smoothly.

Ahh, they won, easily. Sigh of relief...:D

[rharouni]

do you have to be a current customer for this deal to work???
I'm previously a 7 yr d* subscriber but I've been with E* for the past couple of years patiently waiting for the MPEG4 channels to come to fruition. Vegas goes live this month so I figured, what the hell I'll give retention a call. I'm really glad I did. One quick call and here's the deal I got:

1 hr20-700
1 h20
1 r15
installation (including Zinwell 6x8 switch, 5 lnb dish, monopoles)
free superfan to be included with current nfl package deal
shipping
------------
grand total = $99

He also told me that if I wanted a second hr20 he could give me $100 off, but I don't really need it right now so I'll wait for some of the issues to get resolved and then I'm sure I get at least as good a deal ($299) from someone online (Beach/Value) down the road.

The CSR was very helpful and extremely knowledgable although he was difficult to understand because of his accent. I confirmed with him several times that I wanted the HR20 not the HR10 and he made it very clear that he knew which one to send.

I asked him off the record if he could do the same thing for me as a new subscriber and he said "No. In my department we only deal with exisiting accounts. Since I was able to find your previous account in the computer, I was able to treat it as an existing account." Otherwise, he said that he would have had to transfer me to someone who handles new account and he didn't think that they could authorize nearly as sweet a deal.

JDB

[Darkside Devotee]

Honestly, it looks like the CSRs were giving away the farm at the start of this and now aren't doing much of anything for anyone. The decision to take the offer is squarely your own, however I've been paying close attention to all the posts and it's my FEELING that D* is starting to really tighten up with the offers.

I started reading last night in preparation for calling. I have two old SD sony receivers and my new wife has comcast HD DVRs. In order to keep my football package she has to have the HR20s to receive the HD locals. I am a 6 1/2 year subscriber, ST 6 years, never upgraded any equipment, $50 a month packages with 2 receivers.

Guy I talked to last night was nice but not real helpful. He would give me an HR10 for $199 and the 2nd for regular price billed to a credit ard at full price.

Gave the wheel another spin this morning after doing my homework and finding my local BB has the HR20 in stock (per their site). Today I talked to a terrific fellow named Michael. Michael hooked me up a free HR20 (no shipping cost), 2 new interactive SD receivers, zeroed out the charge on my superfan package, 4 months HD free, and then processed an additional order for a second HR20 at regular price.

Have I deluded myself into being happy with this? Has anyone gotten more than one free without upgrading HD equipment or TIVO equipment?

[awedio]

I'm sure I should know this, but what does "2 pcs" mean? That you are getting two of that unit? If so, there was no problem in scenario #2 getting 3 of the HR 20's?

2 pcs = quantity of 2
once I added the 3rd the price went up

[Bigal115]

OK Im about to go ballistic....The installer just called me and said that he was having better days....well accorrding to him, they did not have any HD-DVR's in stock...Im not even talking about an HR20...he didn't have any HR10's either...well im currently on the phone With DTV and my good deal is going to get better.... this is the second attempt to get everything installed.....


Follow up ...after 35 minutes on hold ...I got disconnected........Ggggrrrr

well after 20 more minutes on hold ...someone in the installation dept ..picked up the phone but didn't realize that they did ..so all I heard was the phone jumbiling around and talking in the background....going for round 3

[dtvmiami]

Best Buy shows HR20s available in the Boston area (Cambridge and Saugus). I called retention, told them I could go pick one up at BB and wanted to get a credit to offset the cost. Best they could offer was $300 credit once activiated (took down the CSR ID and supervisor ID incase there were any problems once I called back to get the credit). I told them I'll take it and placed my order at Value Electronics.

$0 net cost to me. I'm a happy camper!


Nice, I like that move.
Cause now ur not hit with it been a lease.

Do have the AT9 dish and if not who's going to install it?

[Score023]

Went through retention and was offered two deals: the first offer was $19.95 S&H, but I was affraid they would show up with the wrong DVR (H10) so I asked about what they would offer if I purchased it at Best Buy: Offer two was $250 instant rebate applied to account, $10 off my bill for one year, $10 off HBO for 6 mos. and $5 off my HD bill for 6 mos ($460 in deals vs. $430 in cost to purchase).

I decided to go to Best Buy just to be sure I get the HR20 instead off waiting all day on the 13th and having the guy show up with the wrong one. Picked it up at the Downers Grove store and installed it myself (already have the 5lnb).

When I called to activate it, retention just scheduled installation to run a second line to the HR20 and cancelled my order for the 13th.

Surprisingly it went very smooth.

I have 3 Tivo receivers in my house and really like the ease of using them, it will take me sometime to get used to Directv version.

[JoeyJoJo]

Well, not as good as some, but I wasn't looking to break them:

$200 credit to the account to offset BestBuy price (I'll also watch BB for the next month for price matching if the price goes down)
Free HD package for 4 months (apparently everyone gets this)
$10 off my bill for 1 year (must call in in 6 months to extend)
$10 off HBO for 6 months
Free showtime for 3 months
Free install (again, everyone gets this.)

Install scheduled for the 16th between 1 and 5.

Good enough for me on the first try.

[dtvmiami]

Went through retention and was offered two deals: the first offer was $19.95 S&H, but I was affraid they would show up with the wrong DVR (H10) so I asked about what they would offer if I purchased it at Best Buy: Offer two was $250 instant rebate applied to account, $10 off my bill for one year, $10 off HBO for 6 mos. and $5 off my HD bill for 6 mos ($460 in deals vs. $430 in cost to purchase).

I decided to go to Best Buy just to be sure I get the HR20 instead off waiting all day on the 13th and having the guy show up with the wrong one. Picked it up at the Downers Grove store and installed it myself (already have the 5lnb).

When I called to activate it, retention just scheduled installation to run a second line to the HR20 and cancelled my order for the 13th.

Surprisingly it went very smooth.

I have 3 Tivo receivers in my house and really like the ease of using them, it will take me sometime to get used to Directv version.


So since u went thru BB, u effectively bought a LEASE. U don't own the product.

Some, including myself who took the $19.95 deal, where told we will have no lease and will own the product.

If this is true, ur decision could be debated as far as it been a 'better deal'.

[Score023]

In couple of years when the next new product comes out I doubt they would want the old unit back. If they do, I'll glady return it and receive the new product and I was told the "lease" is the $4.99 we have been paying for "Tivo" service they just re-named it.

Another benefit to the lease is if anything goes wrong with the HR20 Directv will replace it for free.

I am sure there are positives to owning it, but I havn't given it much thought, I imagine that the people that "own" it will continue to pay the $4.99 Tivo/DVR service we have always paid for.

[JoeyJoJo]

So since u went thru BB, u effectively bought a LEASE. U don't own the product.

Some, including myself who took the $19.95 deal, where told we will have no lease and will own the product.

If this is true, ur decision could be debated as far as it been a 'better deal'.

Miami I think I've found some "Y"'s and "O"s you seem to have lost :lol:

I've seen this debate about owning and leasing and frankly don't understand the controversy.

If you cancel your DirecTV service, the HR20 is a doorstep. Sure you can sell it on ebay or to a friend if you own it, but also if it dies out of warranty you pay for a new one. With the lease model, I may not own the equipment, but if it dies D* replaces it. So I guess its a matter of whether or not you want residual value if you leave D* or if you want peace of mind while you have your service.

[dtvmiami]

* Another benefit to the lease is if anything goes wrong with the HR20 Directv will replace it for free.

*I am sure there are positives to owning it, but I havn't given it much thought,

*I imagine that the people that "own" it will continue to pay the $4.99 Tivo/DVR service we have always paid for.

I'm gonna pull an Earl move here, so I made a list to address each one.

1. That's what my product protection plan is for, which covers all my receivers against defects, so I need no lease to tell me that if it goes bad it will be replaced. And yes, they replace it for free.

Also this plan has been so good for me. I've had a UTV and and a Tivo replaced for free (1 kept rebooting and the utv had one bad tuner) that where never even bough or received from D*. Maybe, I've gone under the radar but anything i've ever put a card in, it's been protected.

2. I've got one good reason for u, go to this thread: Upgrading to a 500gb or 750gb harddrive. (www.dbstalk.com/showthread.php?t=62741)

U may say 300gb is enough. Not for HD content it ain't.

3.Not so! I have the premier package and that fee is waived. As a matter of a fact the only time they ever tried that fee on me was back when I had a UTV.

The only one thing I can agree with u is when u said "but I havn't given it much thought"



*Miami I think I've found some "Y"'s and "O"s you seem to have lost :lol:


*I've seen this debate about owning and leasing and frankly don't understand the controversy.

*If you cancel your DirecTV service, the HR20 is a doorstep. Sure you can sell it on ebay or to a friend if you own it, but also if it dies out of warranty you pay for a new one. With the lease model, I may not own the equipment, but if it dies D* replaces it. So I guess its a matter of whether or not you want residual value if you leave D* or if you want peace of mind while you have your service.

My reply should mirror what I left for my friend 'scores'. I'll try an make it short and sweet.

1. Is that a country saying? Pardon my ignorance but i've been brought up in a city where i've yet to hear that saying. So i'm not sure what it means, lol.

2. Yes, ebay--However, upgraded with a 500gb or a monster 750gb hdd:D

3. If it dies ;) I have the product protection plan which covers all my D* equipment.

[dan8379]

Count me in as someone who doesn't see the point of owning something that I can never use without having D* service anyway. I have no desire to ever upgrade my hard drive so I don't see any benefit. Also, if you have the Premier package you don't have to pay the DVR fee, but don't you still have to pay the mirroring fee on multiple receivers? I would assume that the DVR fee will still be waived if you have the Premier package regardless of whether you own or lease your receiver.

[JLove336]

As an encouragement to those who are having trouble getting the 19.95 Hr20, I posted this in another thread today:

Just wanted to say thanks to everybody here who provided such solid info on this offer. I called 1-800-824-9081 and simply said that I had read how people were receiving free HD DVRs and the man was very kind and I received:

HR20-700
5 LNB Dish
Installation
4 Months of HD Programming

All for $19.99

I'm getting everything installed on Sep. 18th. Everybody should still be able to get the same deal if they are willing to committ to D* for 2 years. I don't know whether or not the offer ends this weekend but some on here have said that is the case.

BTW, I don't have ST and I am getting the HR20 for sure. I hope everybody else has the same success...it is definitely worth the 3 or 4 minutes on hold.

[dwishner]

As an encouragement to those who are having trouble getting the 19.95 Hr20, I posted this in another thread today:

Just wanted to say thanks to everybody here who provided such solid info on this offer. I called 1-800-824-9081 and simply said that I had read how people were receiving free HD DVRs and the man was very kind and I received:

HR20-700
5 LNB Dish
Installation
4 Months of HD Programming

All for $19.99



Interesting. Seems like people are getting varied responses. I called the normal DirectTV number told them to transfer me to retention. I talked to one rep and their supervisor and pushed for a deal on an HR20. They held firm that they can not order the HR20 and that the only way to purchase it was through Best Buy.

I will call that number directly on Monday and see what I can get.

[pappys]

Was this email a direct copy and paste from your email?

I wrote to customer service through email and they gave me a decent reply:

"Thanks for taking the time to write us and let us know your concerns about your D*TV equipment costs. You are important to us and we certainly want to keep you as a customer. A service specialist will call you in the next few days to discuss what we can do to meet your needs.

In addition, here are some information about our lease program. Customers who are setting up their D*TV service for the first time, or current customers who upgrade or add a D*TV receiver will lease that equipment from D*TV instead of buying it.

You continue to own your current D*TV equipment and any Additional Receiver Fees you pay to mirror your monthly programming to all your TV’s will still apply. The only differences for you are that:

1. You will no longer need to purchase equipment when you add receivers or upgrade your D*TV system.
2. You will be charged a monthly lease fee for any receivers you add or upgrade instead of paying an additional receiver fee

And the great news is that leasing will offer you a substantial savings compared to the true cost of buying the equipment.

Thank you for your patience, and for giving us the chance to respond to your concerns."

I have yet to hear from them, probably during the week. This sounds more like an actual lease agreement where you pay the monthly fee and can exchange your box for a new one when it's available.

I think they have underestimated the demand for these boxes and the CS dept. is basically uninformed and clueless to whats going on. I'll post again when I hear from the CSR.

dharmapoop

[cpbergie]

I just got my HR20 installed today. I think i got lucky with the install. I called about two weeks ago requesting the "new HD DVR" and the CSR setup an appointment for 8/31. I called a couple days before and the local installer said the order was for a 5-lnb dish, but the customer was providing the new DVR. I asked to push back the install date to 9/8 while i sorted out with DirecTV.

I ended up calling retention and i think out of pure luck, the HR20 came up as an upgrade option. I was setup with an install date of 9/8 (he canceled the botch install, which freed up the new one i think). Everything free of charge, not even a handling fee.

Im all set now, and the install guy was great. Knew exaclty what he was doing unlike others ive seen. He also said i was his 3rd install of the HR20 in San Diego. (I thought I was first). So far so good, with some minor bugs that we've all been reading about.

[bobojay]

Just got off the phone with retention a bit ago. It was my 6th call in the last 10 days. At least the reps are getting consistent in my case. The last 3 calls they have all told me to call again after the 11th and that they are being told that the national release of the HR20 from D* is going to be on the 12th. Until that time it's a BB exclusive.
So I know what I'll be doing Tuesday Morning..........

[actionman]

Well, ended up with a $200 credit against the HD DVR. The last CSR was a straight shooter. Said since I already was getting a bunch of credits, etc. that this was it. If my regulare monthly bill was more, they would offer more. Sounds reasonable.

So off to BBY tonight. I got lucky as I picked up the last HR20. Dude said they were not expecting any more for quick a while. Opened the box, and no HDMI cable. Is that correct?

Now I'll call DTV again, fish for more credits, and schedule an install. What do I need to watch out for?

I think I spelled everything correctly. Last time I hit spell check, the whole dang message disappeared. Also, I used up some of the Y's and O's that some of you have been missing - you know who you are...:lol:

[pappys]

Well, ended up with a $200 credit against the HD DVR. The last CSR was a straight shooter. Said since I already was getting a bunch of credits, etc. that this was it. If my regulare monthly bill was more, they would offer more. Sounds reasonable.

So off to BBY tonight. I got lucky as I picked up the last HR20. Dude said they were not expecting any more for quick a while. Opened the box, and no HDMI cable. Is that correct?

Now I'll call DTV again, fish for more credits, and schedule an install. What do I need to watch out for?

I think I spelled everything correctly. Last time I hit spell check, the whole dang message disappeared. Also, I used up some of the Y's and O's that some of you have been missing - you know who you are...:lol:

There are no cables in this box for connecting to TV. The HR10-250 had a bunch in them, but different manufacturer, different supplies...etc.

Keep the Y's and O's. :hurah:

[pappys]

Was this email a direct copy and paste from your email?

The reason I ask this: Because I have never seen D* send out an email Saying "D*" in any of their emails. They all say "DIRECTV".

Wondering if there is misinformation of this email.

[actionman]

So after they offer me the $200 credit plus $10/month for 12 months bill credit last night, I run out to BBY and buy the HR20. Called last night, they were closed. Called this morning, she says the "back office" has restricted my account to receive no offers. She says I get the $9.99 HD fee waived for 4 months. Wahoo!! The blood starts boiling. I get another CSR who makes it sound like I might still get the $150, but is bothered by the fact that my account has had "a disproportionate level of promotions" already and that I am asking for more!! Wow!!

I left the install date schedule (3 weeks out here in Mpls, MN) and told him I'd be calling Dish and Comcast. He says maybe those would be better choices if i like more home shopping channels. Man, this guy must have had a bad deal last night - should have called in sick this morning.

Dish is offering their ViP622 HD DVR for $200, then gives $20/mo credit for 10 months (therefore free). If I do no commitment, I pay $49 install fee. Monthly programming will be $10-25/mo more depending on the package (I have Total Choice +, I am comparing to Dish's Silver and Gold).

What do you esteemed satellite junkies think about this? Man, I'm thinking about ditching all this and buying a cool set of rabbit ears. That should do a nice image on the front projector!!!

[pappys]

Hmmm...that is bad. What have you gotten lately that is causing the high number of promotions?

[actionman]

Hmmm...that is bad. What have you gotten lately that is causing the high number of promotions?

I don't really know. I think free Starz, Showtime, maybe a $5 or $10 monthly bill credit. For a while my TC+ plus a few premiums was costing me about $60/month.

I just scheduled a Comcast install. A little cheaper, and from what I have read, cable's picture quality is better due to information/bandwidth. No commitment, free install, 2 HD DVRs, programming at the Silver lever all for about $80 after all taxes and fees. That is part of their 'ditch the dish' offer, which means I have to show them a DTV bill and Comcast will give me $25 off (reflected in the $80) for 16 months. Plus maybe I'll switch my home phone and internet to Comcast.

What do you gents think?

Action

[iucpa]

I don't really know. I think free Starz, Showtime, maybe a $5 or $10 monthly bill credit. For a while my TC+ plus a few premiums was costing me about $60/month.

I just scheduled a Comcast install. A little cheaper, and from what I have read, cable's picture quality is better due to information/bandwidth. No commitment, free install, 2 HD DVRs, programming at the Silver lever all for about $80 after all taxes and fees. That is part of their 'ditch the dish' offer, which means I have to show them a DTV bill and Comcast will give me $25 off (reflected in the $80) for 16 months. Plus maybe I'll switch my home phone and internet to Comcast.

What do you gents think?

Action

Personally, I hate cable. I have D* for TV, do have a cable modem only from the cable company, and use Vonage for phone service.

[yensid]

Just got an order for $19.95 for an HR20 and got a friend to get the same deal. No problem. Scheduled for next week. Also included programming credits and free HD for 4 months. More than fair I thought.

We have comcrap in our area and it sucks. Service is horrible and when channels go down they tell you that you are the only person experiencing the problem. Meanwhile all your neighbors have the same problem. You could go days with missing certain channels and begging them to send someone out. My DirecTV has always been there even throught 3 hurricanes. Can't complain about that!

[surfbird]

If you are not in So. Cal. then I would not worry one bit. Once it is officially relased in your area they should be able to "deal."

Are you in the LA area?

actually no, we really aren't suppose to "deal" that much with the new equipment. because we know the rumors that are going on & also the "blogs" :nono2:

I am a csr retention specialist & I do my job correctly.

[surfbird]

Just got an order for $19.95 for an HR20 and got a friend to get the same deal. No problem. Scheduled for next week. Also included programming credits and free HD for 4 months. More than fair I thought.

We have comcrap in our area and it sucks. Service is horrible and when channels go down they tell you that you are the only person experiencing the problem. Meanwhile all your neighbors have the same problem. You could go days with missing certain channels and begging them to send someone out. My DirecTV has always been there even throught 3 hurricanes. Can't complain about that!


good luck, make sure it really is a hr20 because once activated it cannot & will not be switched out & your 2 yr commitment is binding. my suggestion that I have been doing is to reschedule appt till it is definite that is happening. in fact, i think I say my cust on here I did his work order one yesterday. :rolleyes: (csr retention)

[surfbird]

Just got an order for $19.95 for an HR20 and got a friend to get the same deal. No problem. Scheduled for next week. Also included programming credits and free HD for 4 months. More than fair I thought.

We have comcrap in our area and it sucks. Service is horrible and when channels go down they tell you that you are the only person experiencing the problem. Meanwhile all your neighbors have the same problem. You could go days with missing certain channels and begging them to send someone out. My DirecTV has always been there even throught 3 hurricanes. Can't complain about that!


good luck, make sure it really is a hr20 because once activated it cannot & will not be switched out & your 2 yr commitment is binding. my suggestion that I have been doing is to reschedule appt till it is definite that is happening. in fact, i think I say my cust on here I did his work order one yesterday. :rolleyes: (csr retention)

[dtvmiami]

good luck, make sure it really is a hr20 because once activated it cannot & will not be switched out & your 2 yr commitment is binding. my suggestion that I have been doing is to reschedule appt till it is definite that is happening. in fact, i think I say my cust on here I did his work order one yesterday. :rolleyes: (csr retention)

surfbird, any news on when the HR20 will be available in South Florida?

Why do some CSR make it tough for some to get the $19.95 deal? Or even say it does not exist? When back in January DTV was quoted in an IGN article as promising to make the "HR20 Completely free of charge" (http://72.14.209.104/search?q=cache:q6dOrUIaq2cJ:gear.ign.com/articles/679/679224p1.html+hr20+completely+free+of+charge+ign&hl=en&gl=us&ct=clnk&cd=1&client=firefox-a) to select Dtv customers.

[Guindalf]

Spoke to a regular CSR and also Retention this morning. Both gave me the same story, which has been outlined here many times...

"You can order at BestBuy.com through 9/11 exclusively. We have no release date other than late fall for anywhere other than the LA area."

The retention rep even went as far as to put me on hold and check with her supervisor and her supervisor's supervisor. The outcome of the call was that I should call back Tuesday and they "may" have updated information then.

So, no HR20 for me yet :(

[loudo2002]

Called D* and told them i wanted the HR20 from best buy but could get the VIP 622 from dish for 200 less and said i was thinking about leaving and she immediately gave me a 200 dollar credit and 4 months free of the HD pack.

Im happy, and a new HR20 owner:D

[lwgreen]

I have called Retention several times over the last couple of weeks, and have been told they won't take orders until after 9/11. Most have said I could "probably" upgrade my HR10 to the HR20 for free. I want to also upgrade my old RCA RTC 100 in the bedroom to the HR20, but the CSRs would not even talk about that.

Has anybody had any luck getting a good upgrade deal on a non-DVR HD receiver? Guess I'll find out next week.

[gmoney]

Called D* and told them i wanted the HR20 from best buy but could get the VIP 622 from dish for 200 less and said i was thinking about leaving and she immediately gave me a 200 dollar credit and 4 months free of the HD pack.

Im happy, and a new HR20 owner:D


Did you call retention or cust service?

[dixoncider]

Called asked for retention. Told them no way on the $399 I would cancel and pay to get out of contract get cable and still it would be cheaper. Put on hold for a minute. Came back and said $19.95 with 4 months HD package for free. THANKS:) :D

[bethg727]

I have called Retention several times over the last couple of weeks, and have been told they won't take orders until after 9/11. Most have said I could "probably" upgrade my HR10 to the HR20 for free. I want to also upgrade my old RCA RTC 100 in the bedroom to the HR20, but the CSRs would not even talk about that.

Has anybody had any luck getting a good upgrade deal on a non-DVR HD receiver? Guess I'll find out next week.

Were you trying to upgrade the RCA to an HR20 or an H20? (The H20 being the non-DVR HD). I actually got a free upgrade to an H20 from the Hughes HD MPEG 2 receiver that I have in my bedroom. I got the free upgrade from the HR10 to the HR20. While customer retention was placing the installation order, I asked if I could get the upgrade from the Hughes to the H20 in my bedroom. I casually mentioned that I do not use that TV enough for me to invest any money into upgrading but would like to do it if it were free. They ordered it for $99 and then gave me a $99 credit.

[lwgreen]

No, I want two HR20s. I've heard about so many different deals here, I don't know what to think since I can't get any kind of deal right now.

That's O.K., I guess. I'm not in that big a hurry, but I'm starting to think that being able to get an HR20 right now has more to do with if the installers in my area have the equipment or not, and they probably don't.:(

[spartanfan96]

Well, after five calls to customer retention, I got my HR20 ordered! The woman that I talked with was very nice! It took her a few minutes before she offered me the $19.95 deal. You have to be persistant when you talk to them. I am getting the HR20, not an H10, I've seen the order online. The only problem was they could not scheldule me an appointment because there system was down. I should have my appointment time tomorrow or tuesday. There was a 2-year committment and I said that I would keep my ST and superfan! It works for me because i hate Brighthouse network HD. Oh, BTW I get to keep my H10:lol: .

[Calebrot]

I spoke to retention today after speaking to someone in the installation department about antenna's. She told me she wasn't supposed to do it, but she read me all the notes on my account. She said that on August 22nd the retention person I spoke with gave me a free HD DVR and new dish and 4 months of free HD programming. She then read further that on September 3rd, I was told that I would not be getting it for free as per supervisor. I asked to be transfered to retention and they transfered me. I asked the lady to read the notes on my account and she read the 8/22 entry and the 9/3 entry and she said don't worry about it, that I am getting the new HR20-700 and AT-9 dish installed for free along with my R-15 moved into the bedroom for the $19 shipping and handling fee. She told me that the department that put the note on my account about not getting it on 9/3 was placed in the system by the regular customer service department and that there is no way that they override retention.

I originally called installation to speak to them about an external attenna. I found out that with the new AT-9 dish I will not need the external attenna because MPEG-4 locals are available in South Florida. I asked if the local received by the dish were just the main feed in HD, or do they also supply the secondary feeds, like out local NBC has two feeds, 6-1 & 6-2, Fox has three and ABC has two. They told me that only the primary feed in HD is available, but if I could still purchase the external attenna and have it installed so that I could get the secondary channels in HD but it wasn't needed for the major networks.

[dtvmiami]

I spoke to retention today after speaking to someone in the installation department about antenna's. She told me she wasn't supposed to do it, but she read me all the notes on my account. She said that on August 22nd the retention person I spoke with gave me a free HD DVR and new dish and 4 months of free HD programming. She then read further that on September 3rd, I was told that I would not be getting it for free as per supervisor. I asked to be transfered to retention and they transfered me. I asked the lady to read the notes on my account and she read the 8/22 entry and the 9/3 entry and she said don't worry about it, that I am getting the new HR20-700 and AT-9 dish installed for free along with my R-15 moved into the bedroom for the $19 shipping and handling fee. She told me that the department that put the note on my account about not getting it on 9/3 was placed in the system by the regular customer service department and that there is no way that they override retention.

I originally called installation to speak to them about an external attenna. I found out that with the new AT-9 dish I will not need the external attenna because MPEG-4 locals are available in South Florida. I asked if the local received by the dish were just the main feed in HD, or do they also supply the secondary feeds, like out local NBC has two feeds, 6-1 & 6-2, Fox has three and ABC has two. They told me that only the primary feed in HD is available, but if I could still purchase the external attenna and have it installed so that I could get the secondary channels in HD but it wasn't needed for the major networks.

Good to hear, somehow I was always sure u would get it. Did they give u any update on it's release in So. Fla? Did u get an install date yet?

[Calebrot]

Good to hear, somehow I was always sure u would get it. Did they give u any update on it's release in So. Fla? Did u get an install date yet?

Oh woops, that was what I wanted to say in the first part, she actually did. She said to call back on Tuesday morning. I said is that a definite, and she said yes, they are available nationwide on 9/12. She was the first one to commit to that date. ALERT-> If it doesn't come out on Tuesday don't shoot the messenger, because you never know with DTV.

The guy at Circuit City told me this week also because he said they were getting their shipment in on Monday.

I was talking to installation earlier in the day and they said October and you would think that they would know since they are there to support installation but apparently they don't know jack.

[actionman]

Why oh why can so many of you score the 19.99 deal and I call half a dozen times and get the same thing, even go backwards the last time. I have the dang HR20-700 sitting in my den, waiting to be returned to BBy at this point. :confused:

I feel that they must score accounts based on how much they have profited on it in the past. If they took a lot of fresh, they must feel that they can dish out a deal. Not for me, though!! I have all but told them to shut 'er down, I'm switching. Their arrogant response is that they have tons of people coming back to DTV with their tails between their legs. We'll see. Are they bluffing? Man, they play a hard game! Remember the last dude was bothered that I expected DTV to give me any deal at all, let alone better than a $150 credit against a $400 lease upgrade.:nono2:

I'll be seeing the cable guy mid week. The real cable guy, not some Hollywood type.:)

Action

[surfbird]

[QUOTE=gregftlaud;631726]this hardware upgrade should be completely free. do not settle for anything else. keep calling back until u get it free (except for the shipping of course). here is a copy of an email from dtv...from last november that i got in response to the cost of the upgrade:


Sent: Saturday, November 26, 2005 8:11 PM
Subject: mpeg4 upgrade [Incident: 051125-002726]


Dear Mr. Hatfield,

Thanks for writing. Please be advised that customers who have DIRECTV HD equipment will be eligible for a no-cost equipment replacement when we launch HD locals in their area.

Should you have any other concerns, please feel free to call us at 1-800-531-5000 and one of our Customer Service Representatives will be happy to assist you.

Thanks again for writing and please stay tuned to DIRECTV.com for the latest news and information about our service.

Sincerely,

Abi
DIRECTV Customer Service

FIRST NOTE THIS:

Please be advised that customers who have DIRECTV HD equipment will be eligible for a no-cost equipment replacement when we launch HD locals in their area.


NOTE IN BOLD:

come on guys.. that means if you had a hd ird that we would switch it out with the h20 that would give locals & kaku dish ... do you see ANYTHING THERE that says hd dvr will be switched?? NO.. this I know we do / it is called local upgrade for equipment.. geez..

Robin

[bobojay]

I've called twice this morning and the CSR's (both), are now saying the national rollout is not till "sometime" later this month.
This is getting ridiculous!!!!

[surfbird]

oh & by the way guys, certain levels are only suppose to offer certain deals. like the max I can offer is $___ but.. since folks are threatening to contact d8 since "i am yelling at ya'll" then hmm, I really can't say.. what the max amt I can offer.. <smile> but a few here know I have done them well. <smile>

oh by the way - I feel the rating scale sucks & I personally have been w/them as a cust since 1999 & ain't got no good deals. I finally found my rating.. & I am severely peeved that I'm not a list.. OK, so I am a peep squeek, not deserving of deals either.. so it would seem.. so guys, this messenger aint' against anyone.. <smile> robin

[pappys]

oh & by the way guys, certain levels are only suppose to offer certain deals. like the max I can offer is $___ but.. since folks are threatening to contact d8 since "i am yelling at ya'll" then hmm, I really can't say.. what the max amt I can offer.. <smile> but a few here know I have done them well. <smile>

oh by the way - I feel the rating scale sucks & I personally have been w/them as a cust since 1999 & ain't got no good deals. I finally found my rating.. & I am severely peeved that I'm not a list.. OK, so I am a peep squeek, not deserving of deals either.. so it would seem.. so guys, this messenger aint' against anyone.. <smile> robin

Hmm. too bad to hear that people are yelling at you on this site... of the D* workers, you have been offering the best advice I have seen on this site. You aren't here just to make fun of us like some of your coworkers.

[pappys]

To start, I wasn't given an install date, BUT I did get the deal here in IL. I will be called in 72 hours to set up my install date.

I just called Retention, Spoke to a SUPER NICE Laura. She was very funny and a pleasure to talk to. I also was very nice in return.

She said best she could do was $200.00 off the $399 price. I said that was still too steep.

I said that when I received my HR10, I was told that I would get the HD Locals (true story), so I called and complained after I got it. They sent me the H20 to help, but I could only put it in the kitchen and that doesn't help watch HD locals in my Living room where I am mostly. She asked me why I don't watch HD Food channels in the kitchen, ha!

She said max offer was $250 off the 399. I said "hmmm...is there any credits to help offset the remaining $150? She said she could do $10 off bill for next 12 months.

Net Cost is $30.00, I said "OK, if I have too". She laughed. She had to go to her supervisor to get the $10/12mo deal, but it went through.

BTW, she had worked there for 2.5 years in Idaho, was leaving company to move to Delaware. There is no call center there. I told her that company will miss a nice positive person like her. I asked for her supervisor to give Laura the a "good survey" for the outstanding effor she provided.

Now I am happy.

[Alan Gordon]

CSR's are now saying the national release of the HR20 from D* is going to be on the 15th. Not the 11th and not the 12th.

I got an E-Mail from SolidSignal.com stating that the HR20 was out (and that they will be receiving their shipment on the 13th, and should be shipping them out on the 15th).

I was going to call Retention Wednesday (I'm off Wednesday), then I about decided to call them tonight after work, but now I guess I'll be waiting until Friday.

~Alan

[bobojay]

I got an E-Mail from SolidSignal.com stating that the HR20 was out (and that they will be receiving their shipment on the 13th, and should be shipping them out on the 15th).

I was going to call Retention Wednesday (I'm off Wednesday), then I about decided to call them tonight after work, but now I guess I'll be waiting until Friday.

~Alan

I got the same E-Mail from Solid........

I guess I just don't understand what's going on with D* and this so called national release. I notice east & west coasts are getting the unit but middle America is being held back. The Kansas City area has been getting locals since April, and they, (2 D* CSR's), told me this morning it'll be later in the month now.

ACK!!!

[Alan Gordon]

I guess I just don't understand what's going on with D* and this so called national release. I notice east & west coasts are getting the unit but middle America is being held back. The Kansas City area has been getting locals since April, and they, (2 D* CSR's), told me this morning it'll be later in the month now.

Originally, back when the HR20 was supposed to be released earlier this year, the plan (or so I've read) was to have the HR20 available to people in Pacific and Mountain times (so that DirecTV could switch the LA feeds from MPEG2 to MPEG4), and then start rolling it out to Central/Eastern time folks to switch the NY feeds to MPEG4.

It would make sense for DirecTV to favor the Pacific and Moutain time zones with the HR20 (especially given the TNT-HD circumstances) or O&O DMAs, but I don't understand why DirecTV would favor West/East coasts, and ignore middle America.

~Alan

[surfbird]

Hmm. too bad to hear that people are yelling at you on this site... of the D* workers, you have been offering the best advice I have seen on this site. You aren't here just to make fun of us like some of your coworkers.

who are you kidding? of course I am laughing at you.. NOT.. let's put it like this again.. I could be sitting at a desk as an Admin Asst in rocket propulsion field.. I chose to come to d* to make a difference..

[bobojay]

Just checked BB in eastern Kansas & western Missouri. Wichita, Ks & Springfield, Mo have them in stock, but no local Mpeg-4. Still none in the Kansas City area....but with Mpeg-4.
Weird distribution....

[gusbuf]

With the supposed nationwide launch of the HR20 around the corner, what of the markets that do not get their HD locals over the dish as of yet? Will D* be turning the OTA tuners on? I am in a market where HD locals through the dish is probably at leats a year away (buffalo, NY). I got the great $19.95 deal on the HR10 a few weeks ago. I am scheduled for an install on 9/19. I had specifically ordered the HR10, but when I called up to confirm, the CSR told me that I was getting a new 5LNB dish (which I did not ask for, as I truly do not need it right now) and an HDDVR. He could not confirm that the HDDVR would be an HR10, and not an HR20. If they bring an HR20, and they have not activated the OTA tuners yet, am I screwed? I am having an OTA antenna installed in anticipation of receiving an HR10. If the HR20 shows up, the antenna is useless for recording to my new dvr. I will be able to watch local HD through my TV's OTA tuner, but I won't be able to take advantage of recording local HD through the DVR. So, does anyone know when D* will be enabling the OTA tuners on the new HR20? Thanks!

[aggiepm]

call me shocked!

I had ordered my HR20 from Beach Audio back when it was 248. However I figured I would call D* today to just see if maybe they would give me a deal and all. I didn't think I would get much of a deal being that I don't currently have HD. I call up retention (with the number I found here on the forums) and I said I wanted an HR20 and wanted to know if I could get a deal. He asked me if I would be willing to be in a 2 year contract and I said yes. He gave it to me for shipping and handling and free install. I didn't have to say anything!!!!!

So now my install date is the 22nd because he said they were not technically shipping anyway and he noted on my account to make sure the tech has an HR20 and not HR10.

I cancelled my order from Beach Audio. I'm a happy camper! :D

[Calebrot]

So, does anyone know when D* will be enabling the OTA tuners on the new HR20? Thanks!


I specifically asked them that question because the MPEG-4 are available in S FL but only for the major 4 networks and only the primary feed of each. They said that the locals not carried through DTV would be able to be received with an OTA antenna, and that by the end of the year, and that it needs a software upgrade to be turned on to receive OTA into the DVR. So sometime in the next three months.

[AlbertZeroK]

I specifically asked them that question because the MPEG-4 are available in S FL but only for the major 4 networks and only the primary feed of each. They said that the locals not carried through DTV would be able to be received with an OTA antenna, and that by the end of the year, and that it needs a software upgrade to be turned on to receive OTA into the DVR. So sometime in the next three months.

Don't hold your breath that they will enable the OTA tuners.

[bobojay]

Just for the heck of it, I thought I'd call again today for the third time and I got an HR20 & AT-9 dish scheduled. I'm shocked!

BUT, the install couldn't be scheduled until 8-17 because of the demand for the receiver she said. She also said that the only place that Mpeg-4 locals were available right now was California!?? We know better.
So I'm kinda leery about the whole deal. She did read the order back to me, and I repeated it as being for the HR20 DVR & AT-9 dish with consessions will cost me $55.00. Strange amount! Also she put me on an escalated install list, so if an opening comes up, they'll call me to schedule earlier.

Really nice CSR. Sweet voice too!

[dan8379]

When I called today I still got the "only available at Best Buy" line with no word on when they would be able to take orders directly through D*. She would only commit to Fall. Very frustrating.....

[NurseDave]

I got my install for tomorrow because I was able to confirm my local installers have it in stock. But the first call to retention I got the "there is not even a date for the roll-out" speech. He even paused to look to see if their system had been update with new information yet.

[Mavrick]

I called Monday 9/4 and the HR20 was installed on Friday 9/8 I really like this box with what time I have had to sit and use it.

I got the HR20 for free and they also let me keep my leased HR10-250 active as a second reciever.

[pjo1966]

CSR's are now saying the national release of the HR20 from D* is going to be on the 15th. Not the 11th and not the 12th.

I see a class action lawsuit in D*'s future if they try to back out of the free local equipment upgrade. There are too many emails and of their own press statements posted on the web that would give a smart law firm / lawyer a easy field day in court.

I remember the press releases from DirecTV about the free upgrades, but of course I can't find them on their site. I scanned through the last three years. Do you have a link? I found press releases mentioning free receiver swaps, but I couldn't find anything about the free HD DVR upgrades. I definitely remember reading them.

[DTV TiVo Dealer]

We are shipping all of our HR20-700 orders tomorrow from our 12 fulfillment warehouses across the US.

-Robert

[pjo1966]

We are shipping all of our HR20-700 orders tomorrow from our 12 fulfillment warehouses across the US.

-Robert

Robert, assuming I can get credits from DirecTV, would I be able to upgrade my dish through you as well? I know you screen your installers. The bozos DirecTV usually sends are not getting up on my roof again if I have anything to say about it.

[dan8379]

I called Monday 9/4 and the HR20 was installed on Friday 9/8 I really like this box with what time I have had to sit and use it.

I got the HR20 for free and they also let me keep my leased HR10-250 active as a second reciever.

Where in GA are you?

[Drunk Wex]

My HR20-700 install date is slated for Sept 28th, hopefully it'll be pushed forward by a cancellation. The whole experience with DirecTV hasn't been great. I'm sticking with them only because I haven't had to deal with them too much in the past and I like the quality of their feed.

The phone conversation with customer retention took around 1 1/2 hours and they finally agreed to swap out my HR10 for the HR20. Also the 5LNB dish will be setup at the same time. The installer was out at my place yesterday and put up an 18" round dish so now I don't get my HD channels at all. DirecTV apologized for this and gave me $5/mo for 6 months. Pretty rediculous overall. If I had more time to put towards this I would have pushed for more freebies. Right now I just want everything to be installed and functional asap. Having just bought my first house a week ago I've got bigger things to worry about than trying to get free HBO for 3 months. :rolleyes:

I'm just happy I'm getting the new DVR. That HR10 is so sluggish. I'll miss a couple features the HR20 doesn't have, but I'll get used to it I'm sure.

If it weren't for this forum I wouldn't have been able to get the HR20, I don't think. Letting them know that other people in the LA/OC area have been successfully getting HR20's ordered helped moved my request along. Also the hell I've gone through getting DirecTV setup at my new address helped too. If you're trying for a new DVR keep at it..don't give up. I got lucky on my 4th call to customer retention. Oh and I used 1-800-824-9081, which I also got from these forums.

Thanks guys.

[pjo1966]

http://gear.ign.com/articles/679/679224p1.html

Here's a snippet from that link:

DirecTV reps confirmed to us today that the HR20 will be made available "completely free of charge" to select HD TiVo owners as soon as the former becomes available. By select, the company means owners who live in the PST or MT areas of the United States, as these regions will be the first to make the switch to MPEG-4 broadcasts. HD TiVo owners who live in other parts of the US can either wait a little longer for the same deal or purchase the HR20 for only $99 smackers. Brand new customers will pay approximately $200 for the device and will get a significant mail-in rebate, according to DirecTV.

[gtjacket]

Called retention and they told me they couldn't sell it to me until tomorrow because BestBuy had exclusive right to sell it through today. She didn't have the upgrade price. Said it changes by the hour and suggested I call back tomorrow. She also gave me the retention number, which is what I had used to call them in the first place. I am trying the nice approach first and see where it gets me. I'll try again later tonight.

[bslowey]

I called retention today and they told me I could buy the HR20 today at $399, plus I would get a $150 credit, or I could wait till November and they will be doing a free swap out of the HR10-250's. I told her I could wait till November.

[spartanfan96]

I call tonight to get my installation date and the rep said that they couldn't fulfill the order and I could order it from best buy. He went on to say that the order "should of never been placed" Has any one heard of this one!

[pdawg17]

I called retention today and they told me I could buy the HR20 today at $399, plus I would get a $150 credit, or I could wait till November and they will be doing a free swap out of the HR10-250's. I told her I could wait till November.

Free swap out of leased units or are they actually going to try and take our purchased units to get a free price tag?

[Mavrick]

Where in GA are you?

I am in Central GA close to Macon

[korkle]

Just ordered mine from DirecTV -- install date Sept 28. The deal I got was $250 discount off the $399 price + free dish + $20 credit for 6 months. That makes the final cost of the unit $29.00. Not the best of deals but it is one I can live with.

[davecramer74]

i got 2 of them for 99 bucks by calling retention. But i have to call back in a couple weeks if i want the hr20-700's. I currently have comcast hd dvr's, so it was pretty easy getting a free reciever and the 2nd one with 200 bucks knocked off. You guys who are saying they cost 399, have you called in the last day or 2, they are 299 now. Any current subscriber for more than a year can get it knocked down to 199.

[gtjacket]

Called retention and they told me they couldn't sell it to me until tomorrow because BestBuy had exclusive right to sell it through today. She didn't have the upgrade price. Said it changes by the hour and suggested I call back tomorrow. She also gave me the retention number, which is what I had used to call them in the first place. I am trying the nice approach first and see where it gets me. I'll try again later tonight.

Called retention today and they quoted me a price of $399. I asked about lowering the price and she put me on hold. When she came back she indicated they could do it for $21.15, so I jumped on that. I tried, albeit not too hard, for nfl sunday ticket and/or hbo, but they did not throw that in. I did have to agree to a new 2-year contract. Installation is supposed to be tomorrow, but we'll see if it actually happens or is delayed.

[nhlfan79]

Called retention today and they quoted me a price of $399. I asked about lowering the price and she put me on hold. When she came back she indicated they could do it for $21.15, so I jumped on that. I tried, albeit not too hard, for nfl sunday ticket and/or hbo, but they did not throw that in. I did have to agree to a new 2-year contract. Installation is supposed to be tomorrow, but we'll see if it actually happens or is delayed.

You're lucky. I just called retention back and they still are telling me they can't "sell" it to me (my purchase arrangement is at post #173 of this thread), and that my only option is BestBuy.com. I'm in Atlanta. They put me on some email list which will notify me when it's available here. However, he did read from his screen that the Best Buy exclusive was through 9/11, but that he hadn't been authorized to take orders outside of the LA area.

[pappys]

You're lucky. I just called retention back and they still are telling me they can't "sell" it to me (my purchase arrangement is at post #173 of this thread), and that my only option is BestBuy.com. I'm in Atlanta. They put me on some email list which will notify me when it's available here. However, he did read from his screen that the Best Buy exclusive was through 9/11, but that he hadn't been authorized to take orders outside of the LA area.

Ok, That CSR hasn't read their email. call back and speak to someone else. You are in a major market (not that it matters), but you should be able to get it now.

[Mavrick]

You're lucky. I just called retention back and they still are telling me they can't "sell" it to me (my purchase arrangement is at post #173 of this thread), and that my only option is BestBuy.com. I'm in Atlanta. They put me on some email list which will notify me when it's available here. However, he did read from his screen that the Best Buy exclusive was through 9/11, but that he hadn't been authorized to take orders outside of the LA area.

Yes you need to call retention back for I am in the Macon, GA market and had it installed on 9/8 they first told me the same thing as you and then the guy talked with his supervisor and he authorized him to place the order for me. It took me 3 calls to get the order placed but I finally did and am very pleased with the reciever.

[jj4518]

I called this morning and was told it is not avaliable in my area (Nashville) but would be avaliable "at the end of the month, first of October." I was offered a $150 credit when it is avaliable. She also said that bigger discounts would be offered after the first of the year when the true "rollout" occurs. I will try AGAIN next week!!!

[dan8379]

Ok, That CSR hasn't read their email. call back and speak to someone else. You are in a major market (not that it matters), but you should be able to get it now.

Tried again today and got the same line. He said only in LA, and that he didn't even have the ability to place an order for it. I really don't understand how some people are able to order through retention and others aren't.

[JohnMav]

Called retention today and got the BestBuy exclusive line.. also was informed of a 2 year commitment if you purchase at the $399 price (12.50 per month left if you cancel)... is everybody happy enough with D* to go for the 2-year commitment? Is everybody aware of the 2-year commitment?

[NurseDave]

Tried again today and got the same line. He said only in LA, and that he didn't even have the ability to place an order for it. I really don't understand how some people are able to order through retention and others aren't.

I had to call the installers and make sure they had them in stock. Then call back and tell them I wanted to schedule it because I just confirmed they have it. I get the idea they know some are out there, but they can't or won't confirm who has them, so they don't schedule the installs.

[yensid]

I think everybody is aware of the 2 year commitment. Everybody acts surprised, but that extension of your commitment happened before when you got a rebate for your other units. I don't know why everybody acts surprised since folks have repeatedly posted on the 2 year commitment.

By the way, the don't have the ability to place the order is not necessarily true. I had a friend of mine get his installed and told them so. They placed me on hold and low and behold they could now schedule me. Hmmmm.....

[spartanfan96]

Earl, do you know if and when the local installers are suppose to have the HR20? I called retention today and the guy told me that the installers will not have them until the end of the year.

[thiscopy]

Bought the HR10-250 on Friday. I didn't know any better! Who would have thought that Best Buy would have the HR20-700 on Saturday. Anyway, this is my first DVR experience so I am still learning.

I called D on Saturday to complain about the slow Guide (I feel for you guys that have been living with that for a long time) and requested a free swap for the HR20. They scheduled an install for the second cable and new dish for the 15th and told me to call back after the 11th to request the HR20 which would be a free swap. So I called today and was fwd'd to Installation. They said no problem, free swap and 5-LNB Dish.

I'll report back Friday if this is BS.

One last note: They told me to call back after the 11th because Best Buy had some exclusivity for a week to sell the HR20? I guess that makes sense since Best Buy received the units on the 5th?

I'm in Southern CA if my sig does not show it.

[spidey]

Earl, do you know if and when the local installers are suppose to have the HR20? I called retention today and the guy told me that the installers will not have them until the end of the year.

love to know that answer for raleigh NC as well. I really dont want to deal with local Mastec folks here but only way to get the free bies

[Bigal115]

Just a follow up...Im in NY and ordered the HR10 a few weeks ago...well after a few cancellations. They finally came today and by golly he had a HR20 but only a 3 lnb dish...he said that they didn't have any other HD-dvr in the shop, and I was his first install

[pecocus]

Earl, do you know if and when the local installers are suppose to have the HR20? I called retention today and the guy told me that the installers will not have them until the end of the year.

Don't know if this is true for everyone, but my local installer (WA state) said that his distributer had them as of Monday and he would have them by Thursday.

Paul

[mikethewxguy]

FINALLY!

Called RETENTION a few minutes ago. Got the HR20 (and the new dish w/ installation) for $19.95 + tax (2 year commitment from date of install).

This is after almost a month of trying - and I'm even in the LA market!!!

I do have to return my HR10-250 (at this point) but I may try to weasel out of that if I can (I guess that is what you have to do with this company?) and return my non DVR receiver instead.

If I have to return my HR 10-250 - that's fine though...it was purchased at Costco back in March...right after all the lease stuff started up....

I didn't try for any programming credits...because I'm just sick of dealing with this company. Again, if DIRECTV ever loses exclusivity to the NFL season ticket it's BYE BYE BYE ASAP. Too big of a Colts/NFL fan to give it up right now...

I would almost have less stress/frustration if I just commuted daily from Indianapolis to So Cal :) I still buy season tickets anyway...

Now I'm going to go read the thread about the HR20 being recalled :)

[rrwantr]

Well I talked to a nice CSR that granted me the HD DVR for shipping. He noted in the account that it should be for an HR20. I'm in the LA market. Does this order look like it's for the HR20?

Description Unit Price Quantity Price
Handling
$19.95 1 $19.95
Swap ReplaceImplied DVR IRD
$0.00 1 $0.00
Standard Professional Install
$0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00
DIRECTV HD DVR (Expanded HD Prog. Capable)
$0.00 1 $0.00
Subtotal: $19.95
Tax: $1.45
Total: $21.40

Installation Appointment: Sep 19, 2006 - Afternoon (1 PM to 5 PM)

[xcoach]

I sent an email to DTV asking for someone to contact me regarding my request for an HR20. A rep called me this evening, told me it was not possible unless I went through Best Buy, and I would have to pay full fare with no discount. He said the HR20 is not available except in LA and that only Titanium members would get a free swap.
I explained that I had spent $1900 for equipment and over $2000 in subscription service in the last year and average around $200 a month. He was unfazed.
I finished by telling him I was going to have to go to Brighthouse or Dish. he was similarly unfazed.
I give up!
Maybe they can find cats like me easily and replace me as a customer.
I think I'll wait just a bit longer, get the Tivo series 3 and migrate to whatever platform they work best with.

[ciscokidd979]

Any word for Oklahoma. Anyone here got thru to CSR to catch a deal? I've called 3 times and no luck. Got a free R15 but they told me not available and $399 when it does become available. 4 years with NFLST, HD package, Premiere package and 8 receivers...

[lfparker]

What's the number that you called? Thanks...



call me shocked!

I had ordered my HR20 from Beach Audio back when it was 248. However I figured I would call D* today to just see if maybe they would give me a deal and all. I didn't think I would get much of a deal being that I don't currently have HD. I call up retention (with the number I found here on the forums) and I said I wanted an HR20 and wanted to know if I could get a deal. He asked me if I would be willing to be in a 2 year contract and I said yes. He gave it to me for shipping and handling and free install. I didn't have to say anything!!!!!

So now my install date is the 22nd because he said they were not technically shipping anyway and he noted on my account to make sure the tech has an HR20 and not HR10.

I cancelled my order from Beach Audio. I'm a happy camper! :D

[NutFlush920]

I just got off the phone with a very nice CSR. I got the upgrade for $19.99 + tax totaling roughly $21 on my next bill. I also get to keep my hr10-250 since I bought it. She said I could keep that receiver for another TV in the home. The install is schuled for the 23rd.

Once again DirecTV impressed me and erned my business for another 2 years. Outstanding!!

[pappys]

What's the number that you called? Thanks...

800-824-9081

[carlsbad_bolt_fan]

Yet another round with CSR hell...

First called the 800-494-4388. Five minutes before I spoke to an actual person.

The CSR looked at my account, noticed that I wanted an HR20. Said he had to transfer me to Retention to do that.

Another 5-6 minutes on hold.

Rep answers and says "Sarah?". No, I politely replied and gave her my name.

She pulled up my account and she too noticed that I wanted an HR20. She asks if I had an HR10. "Yes, for about 2 years, bought the unit from Best Buy". Said my account didn't say I have an HR10, but some other Tivo unit. Had to go pull the access card and read the number to her. Still wasn't convinced that I had an HR10. Had to point out to her that I wouldn't be paying for HD service if I didn't have some sort of HD receiver. Agrees and she puts me on hold again. Comes back and says "those units are available only in LA". Politely pointed out that several other folks got them directly from D* in other areas outside of LA. On hold, waiting again.

Finally comes back and says that Best Buy is the only place to order them. Reads the promotion memo that says Best Buy has the exclusive until 9/11/06. Reminded her that it's now 9/12. She asks "why can't you get it from Best Buy?". Because it's $440 out of my pocket, I reply. We go round and round and she insists that she has NO WAY of ordering it for me.

After 25+ minutes of getting ABSOLUTELY NOTHING done, I tell her I'm tired of arguing with her and the phone conversation ends.

[pappys]

Like you said...."Another round"....call again tomorrow. It will eventually go your way....:confused:

[jeff925]

I called DTV retention today, the CSR gave me the HR20 for 19.95 with little pressure from me.
I am in the San Francisco market

[nhlfan79]

You're lucky. I just called retention back and they still are telling me they can't "sell" it to me (my purchase arrangement is at post #173 of this thread), and that my only option is BestBuy.com. I'm in Atlanta. They put me on some email list which will notify me when it's available here. However, he did read from his screen that the Best Buy exclusive was through 9/11, but that he hadn't been authorized to take orders outside of the LA area.

What a difference a day makes. I called this morning and was able to finally schedule an install date. 9/21.

[ciscokidd979]

Like you said...."Another round"....call again tomorrow. It will eventually go your way....:confused:

WHY??? Some people don't have the time to call 4 or 5 times a day to beg and plead for something we were told was going to be taken care of...Directv obviously has some major PR problems and needs to get it worked out. I think NFLST is locked on Directv thru 2010 and if that goes away, they are in big trouble!

[dan8379]

What a difference a day makes. I called this morning and was able to finally schedule an install date. 9/21.


I'm glad I logged on and read this today....I'm on the phone placing my order right now! She said today was the first day they could take orders. Maybe it's now "official".

[bgbruce]

Is anyone who does *not* currently have a DVR getting the HR20 for just the shipping price? I've been with D* for more than 10 years. I have the HD package - using the TS160. I have Total Choice Plus (HBO, MAX) and have subscribed to Sunday Ticket since it was invented (starting on the big dish). I haven't gotten any "deals" from them in more than a year.

I've called retention just a couple of times, but so far all I've been told is to get it at Best Buy. When I asked if there were any credits, she just told me whatever is mentioned "online". Clearly I need to make more calls, but I was wondering what I should expect.

Thanks...

[praneeth]

Two attempts in Miami after move from New York. I needed movers connection, and I wanted to keep my HR10-250. I do have free Comcast in my building so I wasn't sure if I wanted to stay with D* or not.

Final deal: 2nd receiver HR20-700, Free OTA Antenna for HR10-250, Free HD for 4 months, $20 off DirecTV premier for 6 months, Free Install, 2 year Contract

$19.95 + Tax

I love my HD Tivo, so I wasn't sure if I wanted to swap it for an HR20, I thought I'll have both for a bit and decide later since I own my HR10 (purchased last year before the leases started).

The first CSR I spoke to did say that I have to wait until the end of the month or October to receive an HR20 swap, but the second person was able to help.

I need my Cricket and D* seems to have the best Cricket programming right now, which is why I decided to stay on, think I got a pretty good deal as well (not sure how much I like the new receiver with no dual buffers or suggestions though).

Subscription to DirecTV premier also means no additional DVR fee, however I do have to pay ~$5 for the 2nd receiver.

[Sknzfan]

Is anyone who does *not* currently have a DVR getting the HR20 for just the shipping price? I've been with D* for more than 10 years. I have the HD package - using the TS160. I have Total Choice Plus (HBO, MAX) and have subscribed to Sunday Ticket since it was invented (starting on the big dish). I haven't gotten any "deals" from them in more than a year.

I've called retention just a couple of times, but so far all I've been told is to get it at Best Buy. When I asked if there were any credits, she just told me whatever is mentioned "online". Clearly I need to make more calls, but I was wondering what I should expect.

Thanks...

Keep Trying...I've found that a FEMALE will work with you...( Maybe it's just ME :grin: )
Anytime I've talked with a Male..it's been a Runaround....also ASK Where they are located....IOWA and IDAHO seem to be the Best places to call....although the Sweetheart in ALA. ( Lita ) was terrific !
Anyway, don't give up until you're Happy with the DEAL ! :D

[NurseDave]

Keep Trying...I've found that a FEMALE will work with you...( Maybe it's just ME :grin: )
Anytime I've talked with a Male..it's been a Runaround....also ASK Where they are located....IOWA and IDAHO seem to be the Best places to call....although the Sweetheart in ALA. ( Lita ) was terrific !
Anyway, don't give up until you're Happy with the DEAL ! :D

Sounds like you ought to send her some chocolates or something. :love1:

[Calebrot]

Well late last night I called retention, and asked if I can order it, and the nice lady told me that it was released to a few markets but not all. She checked if South Florida was one of them and to my dismay it's not. She said they are going to stagger rollout because if they didn't they would be overloaded. She asked if I was on the mailing list to be emailed when it is released in my market and I said yes. She requested that I stop calling until I recieve the email. On Sunday I was told it would be a complete rollout, and to call Tuesday. I waited until around 1030pm EDST to call because I figured to give the CSR's time to get there stuff together.

I am a bit angry because I have Superfan and cannot watch the HD games without the HD DVR, and my team is going to enter a period of games after this weekend that will not be televised in HD because of the quality of the opponent, but in week four they have a Monday night game which I won't be able to see in HD because of not having the reciever and ESPN HD. The retention person I spoke to said it could be next month until they release it in South Florida. I am getting ansy, and really thinking about getting the HR10 because I don't want to miss these games. They gave me free Superfan this season and I can't take advantage of it, I think that's why they gave it to me.

[praneeth]

Well late last night I called retention, and asked if I can order it, and the nice lady told me that it was released to a few markets but not all. She checked if South Florida was one of them and to my dismay it's not. She said they are going to stagger rollout because if they didn't they would be overloaded. She asked if I was on the mailing list to be emailed when it is released in my market and I said yes. She requested that I stop calling until I recieve the email. On Sunday I was told it would be a complete rollout, and to call Tuesday. I waited until around 1030pm EDST to call because I figured to give the CSR's time to get there stuff together.

I am a bit angry because I have Superfan and cannot watch the HD games without the HD DVR, and my team is going to enter a period of games after this weekend that will not be televised in HD because of the quality of the opponent, but in week four they have a Monday night game which I won't be able to see in HD because of not having the reciever and ESPN HD. The retention person I spoke to said it could be next month until they release it in South Florida. I am getting ansy, and really thinking about getting the HR10 because I don't want to miss these games. They gave me free Superfan this season and I can't take advantage of it, I think that's why they gave it to me.

I think the CSR you spoke to may have not had all the info about Florida, I called yesterday and I was about to schedule the HR20 for $19.99 (to be installed next Wednesday).

[Sknzfan]

Sounds like you ought to send her some chocolates or something. :love1:

MY Whiff says I'm a FLIRT....sometimes it pays off :grin:

I'm REALLY just a nice guy that stays CALM and Polite on the phone.

[giden]

After many attempts (and calls) I finally got a CSR to tell me that starting today, the HR20 IS released and that I was her first 'swap out'. I've been a customer for several years, and a HR10 user for the last several months. She gave me what I think is a sweet deal. FREE swap out of my HR10 for the HR20, FREE 5lnb dish, FREE install and all this to be done next week! I'm glad I've been following this forum because I was ready to bite the bullet and just pop for the 399.00 deal at BB just to get it done. One day can really make a difference. Hope you all get yours soon!


:icon_peac

[carlsbad_bolt_fan]

MY Whiff says I'm a FLIRT....sometimes it pays off :grin:

I'm REALLY just a nice guy that stays CALM and Polite on the phone.

Maybe I should have you call in for me. You wanna make $50? :icon_lol:

Once I get some work done, I'll venture once more into D* CSR hell.

[dishnet520]

Called D* last night and have a install date of 9/20 for a HR20. He said they will be sending out a returnable box after the HR20 is activated to send back my H20. I only had to pay a $19.95 handling fee. Pretty good deal I thought.

[Calebrot]

I think the CSR you spoke to may have not had all the info about Florida, I called yesterday and I was about to schedule the HR20 for $19.99 (to be installed next Wednesday).

Are you in South Florida? That may be the difference, because I noticed it has been released in Georgia, so maybe northern Florida is in the list. I am afraid to call until I get the email that it is available in my area, since I was requested to stop calling so much.

[Sknzfan]

Maybe I should have you call in for me. You wanna make $50? :icon_lol:

Once I get some work done, I'll venture once more into D* CSR hell.

Also, I've been with D* since the Carolina Panthers came into the league.
That way I could see my SKINS instead of the Black Cats and their FAIR-Weather fans.

I'm actually going to Hold-out on the HR20 until after football season...I just LOVE the HR10-250 Tivo.....sooo if I were to try and get one NOW so soon after getting the HR10's for FREE I'd probably have to turn one in..and I'd rather turn in my R15 for the HR20....
We'll see....

[HDFanactic]

I just got off the phone with D* and they gave me the HR20 for free with new 5 lnb dish, free install, waived $19.95 activation fee and they gave me additional new SD box also free after credits back to accout. :lol: The Rep (Tanya from Alabama) said today was the first day she could offer the HR20 nationally and I was her first, ahh the joys taking someone's virginity. :p FYI, I didn't have to swap out my existing HR10-250, which I wouldn't have parted with because I dropped a Grand on it when they first came out.

I have only been with D* for about two years under existing account so you don't have to be a long term customer to get a good deal (I have been a customer since 1998 but started new account under wifes name when we got married to get new customer deal when we moved). I did start the call by fictiously threatenig to cancel. And we do have the top programming package with Sunday Ticket, SuperFan, etc. The female reps are generally nicer always ask their name and be polite.

Good Luck Dialing

[HoosierFan]

If I don't have any existing HD equipment, am I going to be able to get the deals that everyone else is getting? I just called and the best deal he could give was $199.95 over 3 EZ payments, with a waived handling fee.

I didn't threaten to leave or really do anything else, I just asked what kind of deal he could give me. I told him thank you, but I didn't want to spend $200 at this time. He says he was going to note on my account that he made this offer. Is this now going to mark me if I try and call again as someone just trying to get something for nothing?

[praneeth]

Are you in South Florida? That may be the difference, because I noticed it has been released in Georgia, so maybe northern Florida is in the list. I am afraid to call until I get the email that it is available in my area, since I was requested to stop calling so much.

I am in Miami. Install will be on the 20th.

[baws22489]

Just called and was quoted $99, I said that I got an email awhile ago saying the upgrade would be free since I paid $1000 for the hr10-250. She said ok than and scheduled the install for 9/23. I'm in Maryland and get the DC locals, don't know who the installer will be. Also the order on their web site says it is the HDDVR with expanded programming, not sure if it is the right one, I will have to call before they come out to make sure. The CSR said it was for the HR20-700.

[Sknzfan]

If I don't have any existing HD equipment, am I going to be able to get the deals that everyone else is getting? I just called and the best deal he could give was $199.95 over 3 EZ payments, with a waived handling fee.

I didn't threaten to leave or really do anything else, I just asked what kind of deal he could give me. I told him thank you, but I didn't want to spend $200 at this time. He says he was going to note on my account that he made this offer. Is this now going to mark me if I try and call again as someone just trying to get something for nothing?

Tell them you are READY to move up to HD !
What is the Best deal you can give me ?
Be Polite....if they don't give you what you want say " I'll think about it " then hang up....go eat a Snicker's ( My choice ) then call back.....different CSR different deal.
Keep trying until you're happy with the deal.
FREE Hd for 4 mos is Standard.....
Thanx

[Sknzfan]

Just called and was quoted $99, I said that I got an email awhile ago saying the upgrade would be free since I paid $1000 for the hr10-250. She said ok than and scheduled the install for 9/23. I'm in Maryland and get the DC locals, don't know who the installer will be. Also the order on their web site says it is the HDDVR with expanded programming, not sure if it is the right one, I will have to call before they come out to make sure. The CSR said it was for the HR20-700.

the HR20-700 is the latest piece of equipment they have.

[traderdan]

Is everybody calling the retention department or are they calling the the normal csr?
thank you

[Quake97]

I just got off the phone with Retentions, after being transferred a couple of times. My account does show I was told this would be a free upgrade, but they aren't going to honor it. I was told its $299, lease and 2 year agreement. They agreed that I own my HR10-250, so I can sell that on eBay. I'm just disappointed they aren't going to honor the free upgrade, even though it's in my account. I would even be willing to give them the HR10-250 back. They also said there is some discussion about honoring the free upgrade, but I'm not holding my breath.

Joe

[carlsbad_bolt_fan]

Further and futher down the spiral I go....

This time I spoke with a CSR rep that said the HR20 will cost me $299, minus any other credits I might receive per the notes on my account ($150 off, $20/month programming credit for 6 months + shipping). I say GREAT! He then says "I'll transfer you to our installation department". About 5 minutes of listening to an endless offer loop, another rep comes on. I tell her what I'm on hold for. After saying "please hold" 6 times to me, she says once again that the HR20 IS ONLY AVAILABLE TO LA. :bang

We go back and forth on this and finally I ask for a supervisor. He repeats word for word that the HR20 is AVAILABLE IN LA ONLY from D*. Suggests that I contact Best Buy and order it from them. :mad:

[traderdan]

I just got off the phone with Retentions, after being transferred a couple of times. My account does show I was told this would be a free upgrade, but they aren't going to honor it. I was told its $299, lease and 2 year agreement. They agreed that I own my HR10-250, so I can sell that on eBay. I'm just disappointed they aren't going to honor the free upgrade, even though it's in my account. I would even be willing to give them the HR10-250 back. They also said there is some discussion about honoring the free upgrade, but I'm not holding my breath.

Joe

I was told the same thing today. They told me they can't sell it and there is no way they can give me one for free even though they noted it for free on my account sept. 6th. ,but they offered to give me a $100.00 off. Love ya dtv

[Darkshade]

Posted on Bay Area thread also.

Just ordered mine through customer retention. Straight $19.95 charge for S&H and I get to keep my old HR10-250 with no commitment. Install date for 9/17 between 1-5pm. I'm in Los Gatos so the installation should be through Ironwood out of Morgan Hill. Lets hope they still have em in stock on Sunday.

[giden]

I was told earlier today that since I was a LEASE customer, the swap out was free. I was also told that if I OWNED the current HR10 box, the swap out would cost the 299.00 that others have been quoted.

[Quake97]

I was told earlier today that since I was a LEASE customer, the swap out was free. I was also told that if I OWNED the current HR10 box, the swap out would cost the 299.00 that others have been quoted.

Yeah, looks like that's the dividing line.

Joe

[Alan Gordon]

Called DirecTV today...

I spoke to Travis. He was aware of the HR20, but said that it was only available in L.A.

I told him that I knew people who ordered it today, and was told that today was the first day that they could order it nationally. He said it wasn't an option on the computer... and that my friends were going to be disappointed when it was a HR10-250 instead of a HR20.

I told him that I knew someone who had ordered the HR20 outside of L.A., and had it installed. He thought maybe it was a R15. I told him that he can receive HD with it. He didn't know.

I told him that DirecTV has the option of ordering it online. He looked and saw it. He asked if I tried ordering it online. I told him that my friends got it cheaper by ordering by phone.

He apologized that he couldn't do anything to help. He noted on my account that I spoke to him, and signed me up for e-mail from DirecTV to tell me when it was available to me.

He also told me that we were A-List Customers (in the top 10 percent) of DirecTV, and that DirecTV likes to make us happy! :)

Travis was VERY kind, and very helpful, even though the computers wouldn't let him order me one. I'll probably wait a few days to call again, although I might should wait until I get an E-Mail from DirecTV since it was noted on my account that I called trying to order one before... I don't know!

~Alan

[cookpr]

Took two calls, but found someone who knew today was the day for the HR20....he double checked availability in my zip and said I was good to go.

I am a non HD Tivo owner, so did no expect a deal, but got $100 in credits after I whined about jsut having bought the H20 non HD box...

Made him check about 4 times, but was positive it was the HR20...jsut avail today he said in my area....told me to verify the day the tech shows up....

Got an install of 9/18!!! Next monday....so am pretty excited....$299 minus $100 in bill credits spread over 3 months....

Am in Western Chicago burbs....


Keep calling, you will get someone who knows his/her stuff.

[cjwal]

Just replied in the VE thread as well. I was curious to see what D* was saying reading several of the posts, so I gave retention a call. Just said, "I hear the HR20 is finally here."

They said you are correct and we can give it to you for free. What date works for your install. Thus I have mine coming from VE tomorrow and the D* install next week.

Thus, there are some CSR's that know what is going on.

CJ

[dtvmiami]

I think the CSR you spoke to may have not had all the info about Florida, I called yesterday and I was about to schedule the HR20 for $19.99 (to be installed next Wednesday).


U are 100% correct!

I read ur post, called.

Got my appt. for install on the next Thrusday, the 21st 8:00 to noon.

Total Price $21.35

South Florida, say hello to the HR20!

[Calebrot]

I just got off the phone with retention after reading that others in South Florida have an install date. She said it is not available in South Florida yet. I told her that you can order it on the website, and she said to make sure that if ordered on the website that it should say DirecTV HD Plus DVR if you want the HR20-700. On the website there is only an entry for DirecTV HD DVR with no PLUS in it. She told me that is the HR10. She did say that she would mark my account that if I order it off the website and my account was charged, just to call them and they would refund the charges, but make sure I am ordering the correct one, DirecTV HD Plus DVR, and not DirecTV HD DVR.

[dtvmiami]

I just got off the phone with retention after reading that others in South Florida have an install date. She said it is not available in South Florida yet. I told her that you can order it on the website, and she said to make sure that if ordered on the website that it should say DirecTV HD Plus DVR if you want the HR20-700. On the website there is only an entry for DirecTV HD DVR with no PLUS in it. She told me that is the HR10. She did say that she would mark my account that if I order it off the website and my account was charged, just to call them and they would refund the charges, but make sure I am ordering the correct one, DirecTV HD Plus DVR, and not DirecTV HD DVR.


I suggest u call again. Don't even mention ur $19.95 deal yet. Just ask about the new HR20. If csr says they are not available then ask for a supervisor, or ask csr to please place u on hold and verify, cause ur brother that lives in Miami just got of the phone with u and told u that he got an appt. for next Thrusday.

It may take u 1-3 more calls, cause some csr are just not up to par with all current info.
The HR20 are in the Miami/Ft.Lauderdale area.

[Quake97]

Just replied in the VE thread as well. I was curious to see what D* was saying reading several of the posts, so I gave retention a call. Just said, "I hear the HR20 is finally here."

They said you are correct and we can give it to you for free. What date works for your install. Thus I have mine coming from VE tomorrow and the D* install next week.

Thus, there are some CSR's that know what is going on.

CJ

Are you under the lease program for your HR10-250?

Joe

[adhoag]

It really is CSR Roulette, isn't it? I seemed to have lucked out. I own one of the HR10-250s (paid full price for it back in 2004), but since I can't get the locals OTA in my apartment building, I was particularly eager to upgrade. My CSR (at the Customer Retention line) started off with it being $299. I said, "gee that's a lot, I've been with DirecTV for a long time, etc." He said, "let's see what we can do". He came up with $210 in programming credits, bringing the cost down to $90. As I wasn't in the mood to call back to 5 different people to get it down to $20, I was willing to live with that. Then as he was putting through the order he discovered that there was a different offer of a $99 "upgrade" if I was willing to swap out the old box -- plus he would let me keep the programming credits. So, net result is I paid $99 and will get $210 (or maybe $150, it's not quite clear looking online) in programming credits --- total cost was between -$70 and -$120! I have to trade in the HR10, but I wasn't planning to use it anyways, and am glad I won't have to bother to try to sell it on eBay or anything. (Who knows, I could probably just give the installer the old Hughes HD box I have in the closet anyways...) Color me another very happy DirecTV customer. Can't wait to get it installed. Now I just have to clean out my Now Playing list in the next couple weeks before the installation!

[cjwal]

Are you under the lease program for your HR10-250?

Joe

No, I own it. The HR20 will be leased though and they are not swapping out my HR10-250.

[moneyball]

U are 100% correct!

I read ur post, called.

Got my appt. for install on the next Thrusday, the 21st 8:00 to noon.

Total Price $21.35

South Florida, say hello to the HR20!


I called twice today. The second time I called the movers connection instead and got the same deal you got. My install is also the same date and time. Just had to do the 2 year commitment deal, but I get the HR20, 5LNB Dish, and free install.

[paulman182]

I emailed them, they called me back and left a message. I'm not sure what department I called because it answered with music on hold, no message.

Anyway, they gave me the "only at Best Buy in your area" story and said she would give me a $100 credit. It is a 100 mile drive to BB and $200 is still too much for me right now.

She told me I might do better if I called back in a couple of weeks. I've only been a customer for a couple of months so this is probably a pretty good deal, just too steep for me right now. I'm not pushy (or even persistant!)

[Calebrot]

I suggest u call again. Don't even mention ur $19.95 deal yet. Just ask about the new HR20. If csr says they are not available then ask for a supervisor, or ask csr to please place u on hold and verify, cause ur brother that lives in Miami just got of the phone with u and told u that he got an appt. for next Thrusday.

It may take u 1-3 more calls, cause some csr are just not up to par with all current info.
The HR20 are in the Miami/Ft.Lauderdale area.

I did as you suggested and just inquired about availability in South Florida and she confirmed my account and said the HR20 is NOT available in SFL. I told her my brother has a scheduled install for an HR20 that he placed this morning, and she said it was impossible, and to have my brother call back and confirm that it is indeed the HR20 that was ordered and not the HR10.

I am beginning to wonder, with all the replies here that it is available, could the retention CSR's be on a quota, they can only give so much away for free in a day, because even before I said anything, she said to me, I see you are going to get the DVR & Dish installed for free, so is it possible that she was over her quota for today of giving free away and instead of saying that they are just saying, it's NOT available?

[NutFlush920]

I'm sure glad it only took me 2 calls. I get the new HR-20 and get to keep my HR10-250 all for $19.95+tax.

Keep trying, you all will eventually get it. Good luck to all. Stick it to the man.

[NutFlush920]

I'm sure glad it only took me 2 calls. I get the new HR-20 and get to keep my HR10-250 all for $19.95+tax.

Keep trying, you all will eventually get it. Good luck to all.

[jspanitz]

After 6 calls, I was finally told I could get the HR-20 in the Philladelphia PA market. The best offer they gave me was 299.00 - 120.00 credit plus 10.00 a month programming credit which brings the total cost down to 49.00. I took the offer and scheduled the install for next week.


But does anyone think calling back and playing csr tag will net me the 19.99 deal?

[RAD]

I called retention this evening and told the CSR that after paying $1K for the HR10-250 back in May 2004, and $99 for the AT-9 install, plus seeing folks say they get free HR20's I said I'd like some type of deal. I also mentioned that I have NFL-ST + SF and D* doesn't have a HD STB out that does active, except for the HR20. With that said I get mine installed in Austin on Friday for $19.95. Finally I got a deal!

[lfparker]

800-824-9081

Thanks for that number, my friend. I called, and was immediately connected to a very nice young lady. I told her I wanted to order the HR20 and the new dish and I said I was hoping to get it for 19.95. She put me on hold for about 5 minutes. When she came back on, she said the 19.95 was no problem, and scheduled an installation for this Saturday!!! Perfect deal, no fuss, no muss, Saturday install, no day off work. Couldn't be sweeter. Of course, barring any screw ups, but I've got my fingers crossed. Thanks again!!!

[lfparker]

Is anyone who does *not* currently have a DVR getting the HR20 for just the shipping price? I've been with D* for more than 10 years. I have the HD package - using the TS160. I have Total Choice Plus (HBO, MAX) and have subscribed to Sunday Ticket since it was invented (starting on the big dish). I haven't gotten any "deals" from them in more than a year.

I've called retention just a couple of times, but so far all I've been told is to get it at Best Buy. When I asked if there were any credits, she just told me whatever is mentioned "online". Clearly I need to make more calls, but I was wondering what I should expect.

Thanks...

See my last post... I had no DVR, just the Hughes HD receiver about 2 years old.

[sat4r]

I Was Made A Good Deal For 128.75 On My Credit Card And A 99.00 Credit On My D Account Free Install. I Already Have The At9 Dish

[Calebrot]

Quote:
Originally Posted by pappys
800-824-9081

Thanks for that number, my friend. I called, and was immediately connected to a very nice young lady. I told her I wanted to order the HR20 and the new dish and I said I was hoping to get it for 19.95. She put me on hold for about 5 minutes. When she came back on, she said the 19.95 was no problem, and scheduled an installation for this Saturday!!! Perfect deal, no fuss, no muss, Saturday install, no day off work. Couldn't be sweeter. Of course, barring any screw ups, but I've got my fingers crossed. Thanks again!!!

Is that the number for retention direct?

[bobojay]

Is that the number for retention direct?

Yep.....

[GA20646]

Just called and was quoted $99, I said that I got an email awhile ago saying the upgrade would be free since I paid $1000 for the hr10-250. She said ok than and scheduled the install for 9/23. I'm in Maryland and get the DC locals, don't know who the installer will be. Also the order on their web site says it is the HDDVR with expanded programming, not sure if it is the right one, I will have to call before they come out to make sure. The CSR said it was for the HR20-700.

Damn, I just spent 35 mins on the phone with a CSR in retention and she says it's not available in my area - Laplata, MD. She sounded at first like she was going to schedule me until she looked on my account and saw that they owed me a free one. Then she said she could'nt do it for free unless she got an installation supervisor on the line with her and I to authorize it. After being on hold for 20 minutes, she came back and said that it was only available in CA. What BS! If I was paying, I would have gotten it. I'll try my luck tomorrow with another CSR. What a BS way to run a business!

[djDBSdj]

After calling all week to retention and to installation and receiving the same stories over and over “it will be available on the 11”, “no it will be available later this week”, “no it will be available on the 12”, “no it’s only available through bestbuy.com and can be ordered through us later this year”… I FINALLY got retention to give me one last night! It had to have been my 14th call to them this week. I currently have Total Choice Plus with 1 SD DVR; no extras. I called retention and at first she told me again it was not available in my area. I told her it is now on their website and if I put my zipcode in it will let me order it. She asked me to hold and came back telling me that giving me one would not be a problem. Price was $299 plus $19 shipping. I asked if she could work on the price, she checked and said it was the best she could do cause they “really sell for $399 and I’m already getting an instant $100 rebate.” Yeah, right. I ask for programming discounts and she offered me a $10 credit for 6 months. I also get 4 free months of HD. I’m just happy I got one. Price: 299 + 19 – 60 = $258.

I’ve never called for offers before, and my account has been in good standing for years. It seems mentioning the product on their website has been the key in me getting mine.

[NurseDave]

If I don't have any existing HD equipment, am I going to be able to get the deals that everyone else is getting? I just called and the best deal he could give was $199.95 over 3 EZ payments, with a waived handling fee.

I didn't threaten to leave or really do anything else, I just asked what kind of deal he could give me. I told him thank you, but I didn't want to spend $200 at this time. He says he was going to note on my account that he made this offer. Is this now going to mark me if I try and call again as someone just trying to get something for nothing?

That's where I was. I told them I had gotten a new TV and was ready for HD and was comparing D* and E*. But also this started over a month ago and I could use the "but then I have to wait if I want to go with D*" line. I told them it was disappointing they didn't have any set way to get me into HD and upgrade for free to the HR20 when it came out. I'll called retention directly. I'd try the "I'm comparing" route and if it doesn't work the first time you can call back and say, I was told $200 but I'd rather stay with D*, is that the best you can do? Got mine for shipping.

[Quake97]

After 6 calls, I was finally told I could get the HR-20 in the Philladelphia PA market. The best offer they gave me was 299.00 - 120.00 credit plus 10.00 a month programming credit which brings the total cost down to 49.00. I took the offer and scheduled the install for next week.


But does anyone think calling back and playing csr tag will net me the 19.99 deal?

I'm outside of Philly too. Do you already have an HR10-250? If so, are you leasing or did you buy it? Thanks.

Joe

P.S. I think we need to add some rules to this thread where people state what equipment they currently have and whether it's leased or not. I'm getting the impression so far that the people with leased equipment are getting the $19.95 deals.

[bslowey]

I just call retention and they told me I could upgrade my leased HR10-250 to the HR20 for $99 plus shipping. I told them since it is a lease and I live in the NY area with mpeg4 locals why should I pay to upgrade when the equipment will not be mine. She told me to hold on and then came back and said she would waive the $99 and give me free shipping. She then told me I have my choice of having the installer take the HR10-250 or moving it to another location. I asked if I can replace the HDVR2 that I have in my office and she said no problem. Last week my HDVR2 started rebooting by itself and then yesterday it started staying on the welcome screen. Probably bad hard drive, but that is not what I am writing about. Anyway the install is scheduled between 2 and 4 this Sunday. I just hope I don't miss much football while they are installing.

[Calebrot]

I'm outside of Philly too. Do you already have an HR10-250? If so, are you leasing or did you buy it? Thanks.

Joe

P.S. I think we need to add some rules to this thread where people state what equipment they currently have and whether it's leased or not. I'm getting the impression so far that the people with leased equipment are getting the $19.95 deals.

That's not true, I own my R15 DVR and my account is flagged for a free upgrade to HR20-700, free AT-9 dish, free install, move R15 into bedroom, just shipping 19.95+tax. Now if I am ever able to order it will be another thing. I really am starting to believe that the retention people are on a quota and you get it for free if they are under the quota and they set you up, but if they see your account flagged "FREE" they tell you it's not available.

[Quake97]

That's not true, I own my R15 DVR and my account is flagged for a free upgrade to HR20-700, free AT-9 dish, free install, move R15 into bedroom, just shipping 19.95+tax. Now if I am ever able to order it will be another thing. I really am starting to believe that the retention people are on a quota and you get it for free if they are under the quota and they set you up, but if they see your account flagged "FREE" they tell you it's not available.

Sorry, I was talking specifically about the HR10-250. My account was flagged for a free upgrade to, but they're not honoring it.

Joe

[rwkling]

I have [3] HR10s and and [4] SD DVRs
With DTV 10 Years in October
Recieved email Today from DTV saying Their HD DVR is available.
I did not respond to email but called cutomer retention.
Their offer: [3] HR 20s installed with dish and multi-swithches as required
$99.00 each plus tax [$314.82]
They will relocate my HR10s.
Give me 6 months HBO and Showtime@$2.00/Mo $121.00 Credit
Give me 6 months HD Credit 60.00 Credit
Give me $10.00 per month for 12 months 120.00 Credit
Total Credits $301.00
I'm Happy
CSR asked if I was told about any deals, I mentioned 19.95 deal.
I was only looking for [1] HR20 but couldn't say no!

[joshalee]

I'm in the SF Bay area and called yesterday afternoon. They didn't have it available. I'll call the retention dept directly. Any other offers than the $100 rebate? I have the h20 receiver and the original non-hd tivo receiver

[joshalee]

I have [3] HR10s and and [4] SD DVRs
With DTV 10 Years in October
Recieved email Today from DTV saying Their HD DVR is available.
I did not respond to email but called cutomer retention.
Their offer: [3] HR 20s installed with dish and multi-swithches as required
$99.00 each plus tax [$314.82]
They will relocate my HR10s.
Give me 6 months HBO and Showtime@$2.00/Mo $121.00 Credit
Give me 6 months HD Credit 60.00 Credit
Give me $10.00 per month for 12 months 120.00 Credit
Total Credits $301.00
I'm Happy
CSR asked if I was told about any deals, I mentioned 19.95 deal.
I was only looking for [1] HR20 but couldn't say no!

Do you have the URL or email to retention?

[rwkling]

Do you have the URL or email to retention?

There was an 800 number on the email [800-347-3288] but I didn't use it.
I called customer retention [800 824 9081] and mentioned I had recieved email.
That was it.

[joshalee]

There was an 800 number on the email [800-347-3288] but I didn't use it.
I called customer retention [800 824 9081] and mentioned I had recieved email.
That was it.

okay thanks. How did they respond in email to you? Did you submit a web form or send them an email?

[rwkling]

okay thanks. How did they respond in email to you? Did you submit a web form or send them an email?

I was on list from DBS for early notice, also had discussed with DTV before, never have communicated with them by email initiated by me.

[dconfer]

Just got off the phone with retention. Not as good as others but I am happy.
299.99 for HR20
150.00 credit
10.00 off for 12 months
hd package for free for 4 months
free install of the 5 lnb dish
and no shipping charge.

Install is set for Oct 7
Cant wait