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

[dvtigers]

Hi all! Lurking a long time first time posting! I called DTV yesterday and was quoted $99 to upgrade to the HR20 BUT I have to return my HR10-250 that I got last year (June, 2006) for $299...that was AFTER I haggled for $100 off...if not it would've been $399...steep! Should I bite...? I just want a good deal...don't want to pay a lot like I did last year. To be honest...I'd love to just pay for shipping and handling like some but I think that may be asking for too much. The CSR told me to 'buy' an HR20 it would cost me $750...no thank you!

[Michael D'Angelo]

Hi all! Lurking a long time first time posting! I called DTV yesterday and was quoted $99 to upgrade to the HR20 BUT I have to return my HR10-250 that I got last year (June, 2006) for $299...that was AFTER I haggled for $100 off...if not it would've been $399...steep! Should I bite...? I just want a good deal...don't want to pay a lot like I did last year. To be honest...I'd love to just pay for shipping and handling like some but I think that may be asking for too much. The CSR told me to 'buy' an HR20 it would cost me $750...no thank you!

:welcome_s to DBStalk

I would call back again and take the $99 deal and ask again to be able to keep the box hooked up. When the HR20 first came out they were asking for the units back but I thought they had stop doing that on the HR10-250. I am sure you could talk to a supervisor or someone and they will let you keep it. I have seen posts lately saying they were told to trash the unit.

[wesler9]

Called yesterday to cancel ST and in the process asked whether or not I would need a new receiver to be able to view the upcoming HD channels. (I played the role of generic uninformed tech guy). I was told yes that I would need a new receiver (and dish) to replace my HR10-250. When asked how much that would cost, the CSR reply was 'zero cost to you' (with a 2 year commitment). They did say I would be sent a prepaid fed-ex box and that I would need to send my HR10-250 back to them.

Once I confirmed that the new receiver was the HR20, I accepted and the install is next week. Plus they offered free superfan if I didn't cancel the ST package. Not a bad deal...

[Indiana627]

It all depends on what customer service rep you get. Doesn't seem to be any rhyme or reason. I mentioned Dish networks free HD DVR and that's what got me mine for free. Your account history also plays in to it too.

[tbh999]

Tuesday (05/29/2007) I called DirecTV and asked them what kind of deal they would offer me to the HR-20.

The first tier CSR told me the deal was $199. I told him that wasn't such a good deal and that I could get a better deal with cable (I didn't threaten to cancel DirecTV, I just said that it wasn't a very good deal and that I could do better...)

...he then transferred me to Customer Retention who, with no haggling, offered me the HR-20, a new 5 LNB dish and an eight port multi-switch for $21 (and a two year commitment).

They're installing it this Friday (01 June).

[rjc]

is that your first HR20 box tbh999?

[tbh999]

Yep, I have several generations of DirecTivo's, but this will be my first none Tivo DirecTV DVR.

I have:
HR10-250
R10
HDVR2
DSR6000 (Sitting in a closet) and tomorrow an HR20.

[tbh999]

dvtigers,

If you just got your HR10 last year, they may be thinking that you won't dump DirecTV now because of your 2yr commitment so there is no reason for them to sweeting the pot for you.

Also, they never said anything about me keeping, shipping or trashing my existing HDirecTivo. However, it's not a lease unit, so it's...mine, mine, mine, all mine!

[dvtigers]

tbh999,

Thanks for the information...that is exactly what I figured...I'm still committed to them for another year! I never mentioned to the CSR yesterday that Cox(here in Baton Rouge, La) or Dish were offering a better deal...I just told her I wasn't about to drop another $350(which is what I paid last year after it was all said and done)! I'm about to give them another call...hopefully this time I'll have better luck!

[Indiana627]

I had just got my HR10 from them last fall for free and then they gave me the HR20 for free now, so the "we've already got him committed for another year" theory didn't apply to me.

[denvermtnguy]

mods: maybe my tips should be a separate thread?

One week has passed and after 2 installers, 2 dates, 2 bad HR20-100's, I actually am happy with my signal|picture|programming.

But, getting there? Background: 8 yrs DTv customer with 2 Directivo's & 1 regular box; HBO & NFL package. Perfect payment|credit, etc.

Tues: call number & press 3 to cancel, politely and candidly discuss wanting to move up to HDTV, wanting 2 HD DVR's and modest or no cost. Tina in Idaho of Retention (very pleasant nice lady) convinces me (really she does) that she wants to make it happen at modest cost, but best deal she can find in her software is $199 per box. After what appear to be legitimate efforts to chat with other reps and no less than 50 minutes or so, she snags someone who shows her how she can give one of my two requested DVR's free with the new dish, zinwell etc. She notes she will have to do 2 separate orders because DTV doesn't allow a simulaneous install of 2 DVR's. After some miscellaneous programming credits, a free backlit remote, I'm pretty satisfied. I have her employee ID number, details about the need for the Zinwell in the work order; only cause for pause: she insists "someone" will call me back tomorrow to get the other DVR ordered at no cost. I give her my mobile so no excuses for missing & change my home voicemail recording to say "if with DTV please call my mobile at the following number."

Wedns: no one calls. Late in the afternoon I call and get David in Montana. He INSISTS it is absolutely not possible to get a free HD DVR and moreover, a second HD DVR is absolutely not possible until 6 mos have passed. He says he has been there 3 years and then (again, I believe he was being candid and honest with me) checks with his supervisor who has been there 10 years. Can't be done. But to his credit, he fully acknowledges that Tina DID write in the notes, I get two and one is free and the other is $199. No, I can't call her (even though I have employee ID numbers, etc.), but his supervisor will email her and direct that she call me at my mobile number, and find a way to fix things -- even though it's simply not possible.

Friday: no one calls. I call Retention again and get a Rep in Wyoming. She is extremely knowledgable and says, "I know how to do it, Mr. K, no problem. She creates a new order, no charge, and schedules for the same day install -- the following Tuesday. She notes both work orders are related and puts in notes about it all and gives me new work order numbers as well as the DTV order numbers. I ask to speak to her supervisor, and let him know how much I appreciate her help.

(Skip the following if you want my "tips to upgrade|order|get a reasonable deal summary", but to show what a horror show it all can be: Following day, Ironwood install support calls and says "how about moving up your install to Saturday?" I say "sure" and he changes install date for one work order and then says, "not able to do the other one that date." I say to forget it, I will just wait. He says I need to cancel the 2d work order. I say "NO NO NO". He then restores both to original same morning slot.

Day before the original install date, my directv online account shows one of the two work orders cancelled! I call and they say, yep, you cancelled one! Eventually, I get another retention rep to restore, new order, new work order, same date. On that date, when the 1st installer calls, I say: "you have BOTH work orders, 2 hd dvr's, zinwell, etc., yes?" He says "no, just one." By then, I just laid back. He came out, 45 minutes later, a separate installer calls to say he is coming. ("Fine, I say.")

My Observations & Tips To A Reasonable Upgrade Deal:

1. Be pleasant, no games, be appreciative and let them know if they are helpful and that you will provide positive feedback to DTV and/or a supervisor. (And do so if appropriate.)

2. ABSOLUTELY, pleasantly inquire at the very first communication if you might have their name, location, and employee id number so you know who you are talking with.

3. I chose NOT to mention this forum, but noted I had many friends|acquaintances that upgraded for modest cost & got several DVR's at that time. I don't think it mattered much, but I had clippings of all the competitor deals currently at play.

4. Once negotiated, be absolutely certain that you get the representative to go over all details of the deal with you, and have them confirm they have made those notes in the DTV computer.

5. To confirm this, use the WEBSITE & your online account as you work with the representative to confirm all communications! I would ask the rep about the deal, and then refresh my account ("Change Installation Date" will show link to Order number & details and price being charged), as we spoke. The system update almost instantly as they enter order info. It allowed me to confirm and even print off the deal being offered. (The second free DVR order I had a physical copy of -- if I later needed to prove that deal.) If you do not have an online account when upgrading, do it BEFORE even beginning the process, so you can use this valuable tool to record, monitor and prove your agreements.

6. Do not change install dates at least if you have multiple Orders in your install plan.

7. Monitor that website account order screen right up to the morning or afternoon of the install to be sure things have not been changed on you.

8. Do not rely on DTv calling you back and do not wait for 72 hours (in case that employee is off-duty, they will urge); call and follow through if they do not and again, patiently record their name, city & id no.

9. In the for what it is worth column, as incredible and hard to believe that it is, I truly think, many of the reps just don't know HOW to manage their software ordering tools to give the great deals some give. This may be part of DTV's training, by design, or not. I did NOT have a sense the people I dealt with were gaming me. I am sure if they do not like a particular customer, they can decide NOT to work with them -- that's the way life works. I think they did like me, but only 1 of 3 had the knowledge to give me a reasonable deal. This absolutely confirms this entire forum and thread's biggest measure: the deal depends on who you talk to and you may wish to try, try again.

Hope this streamlines your upgrade experience.

Finally, my plea to anyone from DTV reading this. It is absolutely elemental to deliver responsive quality customer service, you have to pair a particular representative with a particular inquiry and you have to have transparency in the issue's handling. To say I can never personally contact Tina ID #xyz by phone, or by email again, after she does NOT followthrough as promised is an invitation for extreme customer frustration. It also cost the company many hours of wages of other employees trying to make right her failure to complete my order. Change your system: if ee A handles a case, allow the customer to work with ee A until the order is completed; allow the customer to complain about ee A, and do not allow ee A to say "it's someone else's fault" and allow ee A to get rave reviews when they do a good job. You then can reward good reps and weed out bad reps.

I love DTv's product and programming. What I went through to upgrade to HDTV and get two dvr's at my house was nothing short of a nightmare.

Better luck to you. Hope these tips help!!!

_________________________________________
2 new HR-20-100S (both HDMI connects)
2 Sony DirecTivo's
Zinwell WB68 multiswitch & AT9 Slimline Dish

[dvtigers]

*Update to HR20 upgrade.

Instead of calling back...I fired off an email last night to DirecTV explaining the issues I'm starting to have with my HR10 and when my commitment expires. I got a response almost immediately apologizing for the trouble I've been having lately AND was told my commitment expires on August 31, 2007. The email stated that she was forwarding my email to a specialist(retention?) to handle my situation and I will get a call back in a few days...or I can call the 18005315000 number to speak to someone. I think I'll wait and see if I get the pin#! You guys have been a lot of help...I appreciate it! I wish I would've stumbled upon this forum last year!

[myboyblue]

I called DTV on Tues. (5/29) asking how much it would be to upgrade my HR10 to a HR20. I was told that it would be $199. Without haggling I asked if there was any thing that could be done to lower the price. I was told $199 is the lowest possible price. I said thanks but no thanks. Why pay almost $200 for equipment you don’t own?

I sent out an email to DTV asking if I could get a better deal because I've been with them for almost 10 years, have always paid on time, and subscribe to the Sunday Ticket, HD, DVR and HBO. They sent me back an email stating someone would call me back in 48 hours. 48 hours passed with no call. I sent a reply to their email stating I never received a call. A few hours later I get the call.

I explain my situation and they offer me the HR20 for $99.99. I asked if they could do anything else to lower the price. After a few minutes of checking they found a way for me to get it for $19.95 (shipping and handling) with a 2 year commitment. I then asked if any discounts were available for HD or HBO. Here's the end result:

HR20 $19.95 S/H + $1 Tax
$10 off HBO for 3 months
Free HD for 6 months
I get to keep my HR10
Installation scheduled for Mon (6/4)

I also had them check to make sure my auto renewal for the Sunday Ticket was still in place. I mentioned the email sent out last month about free Superfan and she made sure to note it in my account. No haggling or arguing. I just asked for the best possible deal. I made sure to let her supervisor know how satisfied I was with the experience.

FYI: I got the HR10 in early Sept '06 for $19.95 + $1 Tax
I then got a HR20 in late Sept '06 for 99.95 + $4.95 Tax

[The Proton]

Hi All,

Called today to get ready for mpeg4 and upgrade the two HR10's. Stated (truthfully) that after spending over $1400.00 on two HR10's not too long ago, I would not be spending another dime on equipment, and would go to comcast. First rep offered me $199.oo for the first one, and $299 for the second. After my saying again that I would go to Comcast if I had to spend a dime, she transferred me, and with no fuss the new rep was ready to talk business.

They gave me 2 HR20's, a new dish, and installation, for $0.00. So I am not even spending a dime.

I can also keep the HR10's for Ebay or use in other rooms as I see fit.

They did get a 2yr commitment from me.

For what it is worth I was honest and probably came across as such. I would not spend any money on equipment again after what I spent on the HR10 for a very short lifespan.

I am happy now

The Proton

[dvtigers]

Update to HR20:

Dana, supervisor with DirecTV(Retention) called this morning to discuss about my equipment. She started off by apologizing to me about the problems I've been having with my HR10. She offered to upgrade my system for $100 off from the $299 HR20..I said no go! I told her I paid over $350 last year for my HR10 only for it to start flaking out on me in just under a year is not right! I said and I quote, "The LEAST I can the pay for an upgrade the better" She thanked me for my years with DirecTV and placed me on hold for about 5 minutes! She came back and thanked me for my patience and offered me this deal: $19.95 plus tax = $21.75 for the HR20 receiver, new dish equipment, and I get to keep my HR10. I had to agree to a 2 year commitment..fine with me! Install scheduled to come out on Tuesday from 8am - 12pm. I will let you know how it turns out! Thanks again for all of your help! Email DirecTV...it WORKS!! No need to play the CSR carousel!

[astayton]

Update to HR20:

Dana, supervisor with DirecTV(Retention) called this morning to discuss about my equipment. She started off by apologizing to me about the problems I've been having with my HR10. She offered to upgrade my system for $100 off from the $299 HR20..I said no go! I told her I paid over $350 last year for my HR10 only for it to start flaking out on me in just under a year is not right! I said and I quote, "The LEAST I can the pay for an upgrade the better" She thanked me for my years with DirecTV and placed me on hold for about 5 minutes! She came back and thanked me for my patience and offered me this deal: $19.95 plus tax = $21.75 for the HR20 receiver, new dish equipment, and I get to keep my HR10. I had to agree to a 2 year commitment..fine with me! Install scheduled to come out on Tuesday from 8am - 12pm. I will let you know how it turns out! Thanks again for all of your help! Email DirecTV...it WORKS!! No need to play the CSR carousel!

I called a CSR last week with a problem with my guide. They had me reboot and then almost instally said ... Why don't we send you an HR20 for the cost of Shipping and Handling. I also got 3 months of SHO for free.

Not to bad.

[Indiana627]

My HR20-100S and slimline dish were installed this morning. Installer showed up around 8:10 and left at 9:45. He had to re-aim the dish once and then took him awhile on the phone with D* to get the unit activated, but now all expected channels are coming in. Now time to play and get everything all set up the way I want. He left my HR10.

[ljg1118]

Subscriber since '94, all sports packages, MLB,NFL etc., Platinum package, 4 HR10-250's that need to be replaced best deal offered 1 free 1 full price, I cancelled Directv said fine 12 midnight tonight

[gopherhockey]

I got a pretty good deal on an HR20 2 months ago... the unit, dish, installation etc. for a real low price. Had to get a 2 year deal tho.

I have 3 additional HR10 units, 2 of which are now dead.

I called DirecTV and they said I had to talk to tech support. After talking to them they said I cannot upgrade to the HR20 for another 4 months. Apparently you can only do this every 6 months. This means I can upgrade one dead HR10 this fall, then have to wait 6 more months to upgrade the other?

I know there are deals to be had, but I'm frustrated and at this point want to get at least one HR20 unit to replace one of the dead HR10s.

Leaving out begging for a deal (I just sent directv an email asking for help) where is the best place to get an HR20. I see them for around $200 on eBay. At this point I'm almost willing to pay that, at least to get one - then I can get another after my 4 months is up. (feels like probation or soemthing)

I don't understand why they are so stingy on these units when we don't even own them. I almost liked it better with the HR10 system.

Suggestions?

Again, Im' not a new customer - been with Directv since 1994, and just got an upgrade deal 2 months ago.

[jsnell]

I'd be interested in hearing if anyone has had any luck regarding the commitment term. Frankly, I'm willing to pay $200. I am NOT willing to do a two year commitment, to a new DVR platform I've never used before. As a TiVo fan (and HD DTiVo owner), my choice right now is between going with TiVo to Comcast and buying a Series3, or staying with DirecTV and going to the new DVR platform. I'd like to give DirecTV's DVR a try because bolting to Comcast is a huge deal, but there's no way in hell I'm going to agree to spending two years on an unknown platform, sight unseen.

So... has anyone had any luck negotiating them out of the commitment? Frankly I'd be okay with a commitment if I had a 30-90 day "out clause" where I could escape if I wasn't satisfied with the quality of the DirecTV DVR.

[Bob Coxner]

I'd be interested in hearing if anyone has had any luck regarding the commitment term. Frankly, I'm willing to pay $200. I am NOT willing to do a two year commitment, to a new DVR platform I've never used before. As a TiVo fan (and HD DTiVo owner), my choice right now is between going with TiVo to Comcast and buying a Series3, or staying with DirecTV and going to the new DVR platform. I'd like to give DirecTV's DVR a try because bolting to Comcast is a huge deal, but there's no way in hell I'm going to agree to spending two years on an unknown platform, sight unseen.

So... has anyone had any luck negotiating them out of the commitment? Frankly I'd be okay with a commitment if I had a 30-90 day "out clause" where I could escape if I wasn't satisfied with the quality of the DirecTV DVR.

Just a reminder that the Series 3 cablecard will no longer work when Comcast moves to Switched Digital Video. At that point you could use it for OTA recording but not much else.

[jsnell]

Just a reminder that the Series 3 cablecard will no longer work when Comcast moves to Switched Digital Video. At that point you could use it for OTA recording but not much else.

I appreciate that, but right now i'm not really interested in the anti-TiVo SDV FUD. I'm just looking for facts about DirecTV and how they're handling potential defectors. As a consumer I am not thrilled about the idea of having to promise to use a product for two years without actually having a chance to try it out.

[RAD]

JSNELL, you really know how to act when you come asking for info. Box Coxner posted the concern that is out there about the S3 Tivo not working with switch video and your polite response was I appreciate that, but right now i'm not really interested in the anti-TiVo SDV FUD. It wasn't FUD, it was factual info that the S3 MAY not work on cable switched video, but you take it as 'anti-Tivo'. Guess with less then 10 posts you haven't learned to be a tad nicer in your responses.

Good luck with finding the answers to your question.

[stiffi]

I appreciate that, but right now i'm not really interested in the anti-TiVo SDV FUD. I'm just looking for facts about DirecTV and how they're handling potential defectors. As a consumer I am not thrilled about the idea of having to promise to use a product for two years without actually having a chance to try it out.

You know the commitment is to Directv service, not a receiver. You can use whatever receiver you like on Directv and keep your commitment, as long as you keep the service.

[jsnell]

JSNELL, you really know how to act when you come asking for info. Box Coxner posted the concern that is out there about the S3 Tivo not working with switch video and your polite response was I appreciate that, but right now i'm not really interested in the anti-TiVo SDV FUD. It wasn't FUD, it was factual info that the S3 MAY not work on cable switched video, but you take it as 'anti-Tivo'.

You're right, I dashed off my note faster than I should have. My larger point is that FUD about SDV (and in my mind it's FUD whether it's justified or not!) was sort of beside my point. I've done a lot of research into the SDV issue, and as someone who once bought a DirecTV TiVo HD DVR for $1000 only to see the MPEG-4 press release two months later, I've been burned by buying expensive TiVo hardware before. :-) I was frustrated with the response because the poster didn't come into the thread to answer my question, just to toss in another reason why I shouldn't stick with TiVo. I am already here asking about details about remaining with DirecTV, that's all.

[jsnell]

You know the commitment is to Directv service, not a receiver. You can use whatever receiver you like on Directv and keep your commitment, as long as you keep the service.

Right, but unfortunately if I commit to DirecTV and hate the receiver, I can't switch to Comcast and Tivo Series 3 for two years. The whole reason to change my current situation (i.e., no access to MPEG-4 channels) is so that I can get more local networks and my local sports network in HD. If I dumped the DirecTV HD DVR because I hate it, I'd lose my broadcast networks and still not have the local sports network.

I am actually wondering now if, by law, DirecTV has to provide a trial period for any rental agreement. In other words, even if they don't say it, I wonder if they're legally obligated to let me return the equipment in 14 or 30 days and opt out of the deal?

I guess I will wait a day or so for a reply to my e-mail and then take it up with a CSR (auuugggh!) on the phone.

[Indiana627]

Right, but unfortunately if I commit to DirecTV and hate the receiver
I just upgraded to the HR20 from the HR10 yesterday. I know it's only a 1 day review, but so far it seems fine. Different, but fine. Speed is vastly better. Unbelievably faster.

[jsnell]

I just upgraded to the HR20 from the HR10 yesterday. I know it's only a 1 day review, but so far it seems fine. Different, but fine. Speed is vastly better. Unbelievably faster.

That's really good to know. The original reviews of the DirecTV DVRs seemed to be savage, but it sounds like the product has really improved. If I get a chance I may indeed run to Best Buy and see if I can play with a demo unit.

[billbillw]

Called today. Not sure if I reached retention or not, but I was offered the HR20+5LNB installed for cost of shipping/tax =$21.40
No hassles at all, no hold time, just straight deal from the start. I confirmed with my online account orders. Couldn't be happier. I didn't bother to push for programming credits because I want to leave some room for adding another HR20 in a month or so. The CSR actually told me she could do a 2nd HR20 for $199+shipping/handling if paid by credit card and then she could give me a credit for $99. I figured I would just get the basically free one first. Install set for this Saturday. Hopefully no headaches from here.

[davidord]

I got the same deal for my parents. Free with shipping costs added. I mentioned I could get the Dish HD DVR for free before they came back with the free offer.

Called today. Not sure if I reached retention or not, but I was offered the HR20+5LNB installed for cost of shipping/tax =$21.40
No hassles at all, no hold time, just straight deal from the start. I confirmed with my online account orders. Couldn't be happier. I didn't bother to push for programming credits because I want to leave some room for adding another HR20 in a month or so. The CSR actually told me she could do a 2nd HR20 for $199+shipping/handling if paid by credit card and then she could give me a credit for $99. I figured I would just get the basically free one first. Install set for this Saturday. Hopefully no headaches from here.

[rheuett]

howdy, first time posting here...found this great site last week!

anyways, just got off the phone....I simply asked what specials they had to upgrade to HD, and they told me everything was free as long as I signed a 2 yr agreement (had them for 3 years, no reason to switch)...anyways, here is what I got...

free HD DVR, Free install etc
$21.50 shipping and handling fee (paid w/ credit card)
$21.50 Credit on my monthly bill to offset shipping fee!



but I do have a question, might as well post it here while I go search for an answer.

Since I am a current customer w/ the old Tivo box that lets me record 2 shows at once...when they come to install the new satellite, do they run a new cable down my house? or is it still the same cable?

reason I ask is I have a new entertainment center, and if they aren't touching the existing cable, I can get my new stuff ready to go..etc

any help?

thanks again!

[markrw58]

Sent off an email to Directv yesterday asking for a new HR20 + dish and credit for HBO and HD service. They emailed me back and said someone will be calling me back soon. This is my second email request and I have called in once but have not received anything but the usual offer. I have not gone through retention yet but I will see what is offered this time.

I will let you know what they offer.

[Michael D'Angelo]

howdy, first time posting here...found this great site last week!

anyways, just got off the phone....I simply asked what specials they had to upgrade to HD, and they told me everything was free as long as I signed a 2 yr agreement (had them for 3 years, no reason to switch)...anyways, here is what I got...

free HD DVR, Free install etc
$21.50 shipping and handling fee (paid w/ credit card)
$21.50 Credit on my monthly bill to offset shipping fee!



but I do have a question, might as well post it here while I go search for an answer.

Since I am a current customer w/ the old Tivo box that lets me record 2 shows at once...when they come to install the new satellite, do they run a new cable down my house? or is it still the same cable?

reason I ask is I have a new entertainment center, and if they aren't touching the existing cable, I can get my new stuff ready to go..etc

any help?

thanks again!

Since you already have two lines there they will use the same cable.

[philslc]

Since I am a current customer w/ the old Tivo box that lets me record 2 shows at once...when they come to install the new satellite, do they run a new cable down my house? or is it still the same cable?


They ran a new coax for me. Left the Tivo connected to the old coax and hooked the new coax to the HR20. The HR20 sits on top of the the Tivo.

Phil

[pjo1966]

In the "installation & setup tips" thread it says to request that they run all new lines from the dish to replace the old ones. Any idea why?

[LSUMBA]

I just got off the phone with DTV trying to upgrade my H10 (HD non-DVR) to an HR20. I tried & tried & tried to get this upgrade for free right out of the box, but they were not budging. The best deal they were coming back with was $99, and DTV would pay the tax & S&H. I asked if there was anything they could do as far as service credits to offset the $99. She came back with $10 off a month for 12 months. I told her that was a deal. I had to pay for the receiver in full on my AMEX, but she credited my DTV account immediately. So in summary...

HR20 charged to AMEX: $232.09
Credit issued to DTV bill: -$132.00
Credit for Tax & S&H: -$7.92
$10 off for 12 months: -$120.00

Final cost to me: -$27.83

[300M]

First time poster here. I recently decided to trade my 2 HR10-250's for 2 HR20's. Called D* last week and asked if they could do better than the $199 being offered on their website. First agent I spoke with said the first HR20 would be $199 and the second one would be $299 :eek2: . I said that was way too expensive and he offered to transfer me to customer retention. The woman at customer rentention said the would give me the first HR20 for free (I pay shipping), the 2nd HR20 for $99 and also a new Slimline dish. I thought this was a fair deal because I basically got my leased HR10 for free with all the discounts. She said I could keep the HR10 that I own and that they would be sending me a postage paid mailer to send back the leased HR10. Installer came the next day and I had a very smooth installation experience.

[jeff125va]

First time poster here. I recently decided to trade my 2 HR10-250's for 2 HR20's. Called D* last week and asked if they could do better than the $199 being offered on their website. First agent I spoke with said the first HR20 would be $199 and the second one would be $299 :eek2: . I said that was way too expensive and he offered to transfer me to customer retention. The woman at customer rentention said the would give me the first HR20 for free (I pay shipping), the 2nd HR20 for $99 and also a new Slimline dish. I thought this was a fair deal because I basically got my leased HR10 for free with all the discounts. She said I could keep the HR10 that I own and that they would be sending me a postage paid mailer to send back the leased HR10. Installer came the next day and I had a very smooth installation experience.
That sounds pretty good. I own both of my HR-10's, I wonder if that would help or hurt me getting the same deal. I'd also need another one of the new multiswitches (I think). Of course, it would help that I'd be able to sell my HR-10's as soon as we finish the shows we have left on them.

[pjo1966]

In the "installation & setup tips" thread it says to request that they run all new lines from the dish to replace the old ones. Any idea why?

I'm placing my order in the morning, and I'd love to have an answer to the above question before I call. Any ideas?

[Bubbalotski]

I'm placing my order in the morning, and I'd love to have an answer to the above question before I call. Any ideas?


I would imagine it is to make sure you have RG6 cable. I could be wrong though.

B

[pjo1966]

I just called and spoke to a helpful CSR for a change. Back in December I had ordered an HR20. I had a lot of issues with it, not the least was that it was not recording stuff in its To Do List. I kept it a week then sent it back. I had heard that these issues have been resolved so I called today to order another one. I was told that because I upgraded less than six months ago, I was not eligible for another upgrade until after June 6th. It didn't matter that I returned the DVR. He did say that after the 6th I would be eligible for the $19.99 deal and that I would not be required to return my HR10-250. He made a note in my account that this was the deal I should be given when I call back after the 6th.

I knew this was going to happen. I called back as directed and was told that the upgrade would be $299. Then he said $199. I'm sticking to my guns. He's checking now to see how to get me the $19.99 deal I was promised.

[pjo1966]

It took him a while but he was able to get the $19.99 deal set up for me. He said they could actually have someone come out tomorrow afternoon, but I opted for an 8am installation on Monday. That's probably the quickest they've ever been able to schedule an installation.

[anubys]

It took him a while but he was able to get the $19.99 deal set up for me. He said they could actually have someone come out tomorrow afternoon, but I opted for an 8am installation on Monday. That's probably the quickest they've ever been able to schedule an installation.

I got the same treatment ($299, then $100 off so $199)...asked for retention and went into the "I'm upset and I hope you can calm me down routine"...

got the HR20, dish, and installation for free...installer comes this sunday which is pretty fast...

I'm keeping my HR10-250 right next to the HR20...I won't give up the HR10 until I'm convinced the HR20 can do the job...I'm also keeping my other 2 HR10s in the other rooms...

I'll update Monday on the installation...

[jaboo]

Was looking to upgrade my 2 HR10-250s with the new HR20s. I already have the 5 LNB dish.

Called this a.m. (1-800-Directv) Deal was:

$299.00 - $100 off on the first receiver
$299.00 for the second receiver.

Called the number I have for retention (800-824-9081) and got an offer of $198 for both receivers.

Then e-mailed and was told to call for pricing.....

called 1-800-531-5000

Was immediately told (by Sanchez) he could upgrade both receivers at no cost, only had to pay shipping on 1 unit. Heck of a deal :D

[jon777]

Called on Monday -- got transferred to retention. After explaining that I was thinking of switching to Cable (because they offer all 4 of my RSNs (MSG, FSNY, YES, SNY) in HD, where D* only offers 2 (YES, SNY) and I needed to "upgrade" to the HR20 to get my RSNs and asked what they could do for me. They offered the receiver for free and pay the $19.95 shipping. While I was fine with that, I figured it didn't hurt to ask if there was anything they could do in terms of programming credits to offset the $19.95. I expected maybe 3 months of Showtime or something, but instead she came back with 12 months waiving the HD Access Fee.

So my switch to the HR20 saved me $100! And they were able to set up the install for the next morning.

I'm a long time TiVo devotee, so still getting used to the HR20 interface, but so far no major complaints... I'm sure those will come :-)

[markrw58]

Sent off an email to Directv yesterday asking for a new HR20 + dish and credit for HBO and HD service. They emailed me back and said someone will be calling me back soon. This is my second email request and I have called in once but have not received anything but the usual offer. I have not gone through retention yet but I will see what is offered this time.

I will let you know what they offer.


DirecTv called a today and offered me the HR20 installed free, except for tax $6.68. No shipping, no handling, nothing else. Did not ask for the credits I just did not want to have to pay out of pocket for the receiver. I will have to wait till the 16th for the install but that is of my choosing.

[jeff125va]

Called yesterday and got a new one for $19.95 and was told I could get the same deal again after 6 months. Didn't even have to get transferred to retention for that deal. I should also mention that I just got that same deal back in March, too, although with a little more hassle. Could have had the install as soon as Monday, but had to push it back later in the week due to my own schedule. Still have a few recordings to burn off the HD-TiVo before I can put it on ebay, but I can at least save the $5/month fee while I'm finishing those.

[Tony Chick]

Made the call & didn't even have to haggle, she offered the HR20 and 5lnb dish for $19.95 + tax and scheduled the install for monday. I'll replace my Zenith SAT-HD520 non-DVR receiver and have the HR20 side-by-side with the HR10-250 for a while.

[WERA689]

I've been a D* customer for 13+ years, and have an HR20, H20, HR10-250, and SD DirecTiVo, and an AT9 dish. I also have TC+ program pkg, w HD and locals, HBO and SHO. I called today to upgrade my HR10 to an HR20, and the best deal they offered was $99, and I keep the HR10 (which I want to do). How can I get the HR20, self installed, for 19.99? I'll even go for them installing if necessary, I just want that price. I feel that $99 is too much for a customer of my longevity/loyalty.

Hey, just realised that this is my 100th post!!!!! so proud, I am.:) :grin:

[Lije Baley]

The pricing is too strange to understand, let alone explain. I've been a customer for 3 1/2 years. I subscribe to HBO and Showtime with Total Choice and HD access. I have two HD Tivos (one since May '04) and one SD Tivo. Last January I e-mailed D* for a better replacement deal than was posted on the website. Retention called back and offered two HR20-700s for $198 plus handling with a $100 credit. Receivers were in short supply so I had them note the offer on my account and waited. A week ago, I called and the CSR could do no better than the original offer (which she only offered because it was on my account screen). I asked if they couldn't do better than that since I would be committing for two more years of service. The CSR transferred my call to retention. I never threatened to leave, but rather asked for a better deal. After the new CSR left me on hold, she returned and told me D* would install 2 HR20-100s and the slimline 5 LNB dish for 235 ($198 for two dishes, plus handling and sales tax), credit the $198, leaving me with handling and taxes only. I said that it sounded good, but couldn't they also throw in some programming credits. She immediately gave me the HD package for free for 12 months. I asked if there couldn't be a credit on HBO or Showtime. After another period on hold, she returned with an authorization for $10 off HBO for 6 months. That's about $143 to me to take the deal.

Installer arrives Sunday.

[wallyjar]

Had new siding installed on house and had to remove 3 LNB dish. Called to have reinstall done and in short conversation with installation department they offered to upgrade to 5 LNB dish( HD locals are one or two months away according to them In Mobile/Pensacola area) and provide 2nd HD-DVR for the 19,95 shipping. Install scheduled for Wed.

Was surprised cause I called to schedule a reinstall I fully expected to pay for myself,

[hokieman86]

Called D* Customer service teice in the past week and was offered the $199 deal. I am a 9-year D* subscriber, and presently have the D* SD TiVo Receiver (had for about 2 years. ANyway, I asked to be transferred to CUstomer Retention yesterday. Told the rep that I wanted to do the install myself - could D* have all of the upgrade equipment shipped to me. Waited on hold for about 5 minutes. Was told that I could not have the equipment sent to me. However, If I paid the $19.95 shipping, I could have the 5LNB dish, the 6x8 Multi-switch and the HR20 installed - all free. Install is scheduled for June 19th, due to my schedule.

[DinTulsa]

:welcome_s to DBStalk

Yes the HR10-250 will work with the 5 LNB dish. When he said you could keep it if you upgraded to the HR20 I would have ask him why will it work now.
Yes, the HR10-250 will work on the 5 lnb dish. BUT, the HR10-250 will not pick up any HD local channels without an antenna. There will also be channels the HR10-250 can not pick up from the new satellites that will soon be launched. It is not a 4-peg unit.

[darthfuzzy]

Power surge took out my HR10-250. I called them and told them it was dead. DTV started to give me the line about how I really needed to have the protection plan, but I said " This is a leased box right?" After a "just a second sir" and a long pause they sent the HR20 to me no charge with no indication they wanted the HR10. I called back today because I have the 3 LNB dish and asked about upgrading the dish and was told it is supposed to come with the HR20 and they setup an appointment to have the 5 LNB installed next week.

[darthfuzzy]

Power surge took out my HR10-250. I called them and told them it was dead. DTV started to give me the line about how I really needed to have the protection plan, but I said " This is a leased box right?" After a "just a second sir" and a long pause they sent the HR20 to me no charge with no indication they wanted the HR10. I called back today because I have the 3 LNB dish and asked about upgrading the dish and was told it is supposed to come with the HR20 and they setup an appointment to have the 5 LNB installed next week.

[X-Files]

Was told the $199 price but I said I could get a Comcrap DVR for free and the CSR said can you hold and came back with the shipping only( free DVR and Dish with install)!

[anubys]

Was told the $199 price but I said I could get a Comcrap DVR for free and the CSR said can you hold and came back with the shipping only( free DVR and Dish with install)!

I don't get it...what are they shipping? the installer brings the dish and the HR20...

[pjo1966]

I don't get it...what are they shipping? the installer brings the dish and the HR20...

Excellent question. That makes no sense.

[cavihitts]

I don't get it...what are they shipping? the installer brings the dish and the HR20...

Handling and Delivery instead of shipping.

[X-Files]

Handling and Delivery instead of shipping.

That is what the CSR called it. I know they are not shipping anything.

[pjo1966]

Installer is here now. He said the new dish wasn't on his order, but he added it with no questions asked. I printed out the order on DirecTV's site in case he wanted to keep that with his order. He seems competent and knowledgeable, as opposed to the last time I had an installer that was sent by DirecTV.

[cavihitts]

Installer is here now. He said the new dish wasn't on his order, but he added it with no questions asked.

That has been happening a lot. The Ka/Ku is not carrying over from the ordering system to the work order system that generates the wo for the tech.

[anubys]

Installer is here now. He said the new dish wasn't on his order, but he added it with no questions asked. I printed out the order on DirecTV's site in case he wanted to keep that with his order. He seems competent and knowledgeable, as opposed to the last time I had an installer that was sent by DirecTV.

make sure he installs a new switch as well (if you have one already)...you need a new one...

[Tony Chick]

Installer is here now. He said the new dish wasn't on his order, but he added it with no questions asked. I printed out the order on DirecTV's site in case he wanted to keep that with his order. He seems competent and knowledgeable, as opposed to the last time I had an installer that was sent by DirecTV.

Same here, Installer is here now (Sherman Oaks) and didn't bring the dish. He's now waiting in the truck for another installer to bring one from Studio City. I suggested he use the time to install the HR20, I cleared a space and everything but now instead of trying to convince me I don't need the dish he's saying he'd get fired if he installed the HR20 without the dish. geez!

Apparently the work orders don't explicitly mention the dish, its implied in the HR20 order so be sure to check its on the truck when they call you on the phone!.

[cavihitts]

better yet, contact the HSP or D* atleast a day before and make sure it is on there just make sure they are looking at the actual work order.

[anubys]

Apparently the work orders don't explicitly mention the dish, its implied in the HR20 order so be sure to check its on the truck when they call you on the phone!.

My work order had the dish...I think it's best that people make sure the CSR that's filling the order puts everything down...I told the CSR that I needed the 5 lnb dish, a new multiswitch, and an HR-20...I told him I will need two new lines...

then I had him repeat it ;)

[pjo1966]

make sure he installs a new switch as well (if you have one already)...you need a new one...

I needed a new switch anyway. I needed him to run a 5th line in. He did a great job. He installed the new dish away from the chimney. I didn't tell him to do this, but he saw that the old dish was covered in soot. He also cleaned up all the cabling that previous installers had left hanging off the roof. All in all, he was informed, proactive, and tidy. All good qualities in an installer.

[pjo1966]

My work order had the dish...I think it's best that people make sure the CSR that's filling the order puts everything down...I told the CSR that I needed the 5 lnb dish, a new multiswitch, and an HR-20...I told him I will need two new lines...

then I had him repeat it ;)

The CSR had it right. It was on my order on-line, it just never made it to the installer. He said he's been seeing a lot of that lately.

[cavihitts]

The CSR had it right. It was on my order on-line, it just never made it to the installer. He said he's been seeing a lot of that lately.

+1. It was not the CSR and it was not the Tech. Just a problem with the dish transfering from the ordering system to the work order system. It is a problem no matter who is to blame which is why it is good to double check before date of install.

[Tony Chick]

This install is going from bad to worse. The dish arrived, the installer has it mounted right where the AT-9 was on a taller mast and he can't hit the 101 at all! but gets high strength on the 119. There is a tree, but if the 3 lnb could see over it on a foot-shorter mast, this thing should!.

Anyhow, back to where the deals are..

[nativesun]

I ordered a new 5lnb and HR20-700 on Thursday with install this afternoon, first mistake. First it was $299 then it dropped to $199 plus $100 credit for $99.00 installed, I told the CSR that I didn;t want to pay anything, then she came back and because I such a good customer it was reduced to $19.99.

Install was schedule today bewteen 12-4:00om, I received two calls from DTV and Mastec reconfirming order and time. I get a call from the Mastec installer at 3:55pm saying he was going to be at my house at 5:00pm, well it 7:05 pm he should up. First thing he said was you just ordered a reciever correct, and I said no, I also ordred a slimline 5lnb as well. He told me it wasn;t on his order slip, and that he didn't have an extra dish in the van and that since it was soo late that he would have to come back on Friday. He was suppose to be at my house by 4:00pm and now its my fault that he is over 3 hours late. Now I'm supppose to take another day off of work because of their mistake.

I told him to go ahead and just put the receiver in and then I clalled DTV and they said my order was correct and that somehow it didn't carry over to Mastec. Then out of no where the installer plus a slimline out of the back of his van, I told him I thought he didn't have a dish with him and he said he did and that it was getting late and all he wanted to do was to go home. Now its starting to get dark out and he is still trying to mount the dish. I will update when he finishes.

Nativesun

[ljg1118]

What are the minimum required for an "install" can I request that the "installer" leave the dish and HR20-700 in the box if I choose to?

[Michael D'Angelo]

What are the minimum required for an "install" can I request that the "installer" leave the dish and HR20-700 in the box if I choose to?

You would have to talk to the installer when he gets there. But I don't think it is going to happen.

[yensid]

Question, I have a friend that wants to switch from Comcast to DTV. He wants 4 rooms with a DVR. He is looking for standard definition right now and HD later. Wouldn't it be better to get an HD DVR rather than upgrade later? Would DTV actually give him 4 receivers without the HD package until he is ready? Questions, questions, questions....

[jes]

What are the minimum required for an "install" can I request that the "installer" leave the dish and HR20-700 in the box if I choose to?

When I asked that question about a month ago the best answer I got from D* was ask the installer. When I ask the installer, twice, I got no response beyond "let me check into it"... I canceled the install...

You can get the -700 at numerous stores including COSTCO and the slimiline dish on ebay... If you want a -100, search online stores or ebay.

[msuspartan]

Just got off the phone with D*. Yesterday I had emailed about "upgrading" my HR10-250 to an HR20. I got a reply email last night telling me to call in and a customer service rep would help me. The number the email gave me connected with "Customer Support". The only two options on the menu were 1) activate my receiver or 2) talk to a rep. I chose rep and in less than 10 min I had ordered a new HR20 for $19.95. It will be installed Saturday. I asked to have it shipped but they said a tech must install. I said that I have installed two H20's and ran my own direct line for over the air and thought I could handle this since the 5 LNB was already installed but she said she had no option but to schedule an installation.

[melduforx]

I've called three times now and checked through directv.com but I still can't get a better price than $199 for the HR20. I'm an A list customer and pay well over 100 bucks a month for service. I haven't done any whining yet, as I don't really have anything to complain about, per se. My first HR20 was free.

I just hate paying $199 when others are paying nothing.

[WERA689]

Well, I called them back today, and was first offered $199. I said "nah, we have got to do better than that". I explained that I've been with D* for 13+ years, and have a pile of owned, but retired boxes sitting around, and that the HR10 would be the 5th "obsoleted, owned" box in my stack.
I was then transferred to West Virginia call center, and got the $19.99 +tax deal I was looking for. Install is Thursday afternoon.
For me, the "trick" was to be pleasant, but firm, while reminding them of my loyalty and the number of receivers I have bought and retired along the way. (Actually, I hate to think about how much $$ I've spent on receivers so far!) Anyway, I remain a happy D* customer for at least another 2 years:hurah: :D

[Groundhog45]

I had called a couple of times in the last month or so and was always offered the same $199 I could get online. Sent an email Sunday night, got a reply Monday, and a call today. I discussed the 10 year customer history, size of the bill, and previous upgrades and got the new HR20 for $19.95 plus tax. That's fine with me, no other credits requested. Install next Tuesday. The representatives who respond to the emails seem to have the ability to make reasonable deals if you qualify. Worth the effort.

[Sackett]

I became a D* user about 8 months ago. I got an HR20 and R15 DVR's. At the time I did not have a HD Tv upstairs. Now I have one. I called D* about 3 weeks ago and asked if I could get a HR20 and replace it with the R15. They said for $199. I told them that I had just paid $99 for the R15. Well I tried again today and now they are saying it will cost me $299 plus 19.95 for shipping to add it to my account and use the R15 for another TV. I told her I don't have another TV. She said well I am sorry but that is all I can do.

Telling you, unless you are a new customer you can not get any kind of deals(or unless if you have really old equipment with them). I had the same issue when I was with the other Sat Provider(that is why I switch to D*). But it looks like they are all the same.

I guess I will live with the R15 and watch HD downstairs for now.

[curlyjive]

New user here, but it has been really helpful reading this thread and hearing what other people have been able to get DirecTv to do (or not do).

Sent them a polite email stating that I have been a customer for almost a year and that as my contract is about to run out I had been looking at upgrading my service to include and HD DVR. I made mention that I felt paying $300 is alot considering it is leased and that with Comcast and Dish I could get one for free now...which is true.

So I got the email back that someone would call in 24-48 hours. Today I got a call. I spoke to a nice lady who told me the price was $299, but she could come down $100. I said that isn't a bad deal, but that it still seems like a lot considering I can get it for free elsewhere and that it was leased. She offered to come down to $150 plus installation. I told her I would think about it and she noted the offer in my account.

I really would LOVE to get the HD DVR for free, but if I could get them to $99 with installation, I would be happy. Without installation and some sort of programming credits might do as well.

Any thoughts on the deal I was offered and how I may be able to get them down a bit...I mean I know I could say "$99 with installation and you got a deal," but I also don't want to show my cards in the case that they can do even better.

Thanks for any advice

[Jhon69]

New user here, but it has been really helpful reading this thread and hearing what other people have been able to get DirecTv to do (or not do).

Sent them a polite email stating that I have been a customer for almost a year and that as my contract is about to run out I had been looking at upgrading my service to include and HD DVR. I made mention that I felt paying $300 is alot considering it is leased and that with Comcast and Dish I could get one for free now...which is true.

So I got the email back that someone would call in 24-48 hours. Today I got a call. I spoke to a nice lady who told me the price was $299, but she could come down $100. I said that isn't a bad deal, but that it still seems like a lot considering I can get it for free elsewhere and that it was leased. She offered to come down to $150 plus installation. I told her I would think about it and she noted the offer in my account.

I really would LOVE to get the HD DVR for free, but if I could get them to $99 with installation, I would be happy. Without installation and some sort of programming credits might do as well.

Any thoughts on the deal I was offered and how I may be able to get them down a bit...I mean I know I could say "$99 with installation and you got a deal," but I also don't want to show my cards in the case that they can do even better.

Thanks for any advice


Sure your only a customer for a year!.The only way to get a better deal or not is to
tell them to cancel your service and mean it!.If they don't come across you leave!.
But unless your a higher package customer don't expect much!.Good Luck!.:rolleyes: :welcome_s

[Sackett]

One question I have is why do I need to have them come out and install it? I already have the R15 which is the HR20 with out HD correct? I would even consider paying around 125 to 150 but have them send it so I can install it and send them back the R15.

[Jhon69]

I became a D* user about 8 months ago. I got an HR20 and R15 DVR's. At the time I did not have a HD Tv upstairs. Now I have one. I called D* about 3 weeks ago and asked if I could get a HR20 and replace it with the R15. They said for $199. I told them that I had just paid $99 for the R15. Well I tried again today and now they are saying it will cost me $299 plus 19.95 for shipping to add it to my account and use the R15 for another TV. I told her I don't have another TV. She said well I am sorry but that is all I can do.

Telling you, unless you are a new customer you can not get any kind of deals(or unless if you have really old equipment with them). I had the same issue when I was with the other Sat Provider(that is why I switch to D*). But it looks like they are all the same.

I guess I will live with the R15 and watch HD downstairs for now.


Try again after 1 year.;)

[untouchable]

New user here, but it has been really helpful reading this thread and hearing what other people have been able to get DirecTv to do (or not do).

Sent them a polite email stating that I have been a customer for almost a year and that as my contract is about to run out I had been looking at upgrading my service to include and HD DVR. I made mention that I felt paying $300 is alot considering it is leased and that with Comcast and Dish I could get one for free now...which is true.

So I got the email back that someone would call in 24-48 hours. Today I got a call. I spoke to a nice lady who told me the price was $299, but she could come down $100. I said that isn't a bad deal, but that it still seems like a lot considering I can get it for free elsewhere and that it was leased. She offered to come down to $150 plus installation. I told her I would think about it and she noted the offer in my account.

I really would LOVE to get the HD DVR for free, but if I could get them to $99 with installation, I would be happy. Without installation and some sort of programming credits might do as well.

Any thoughts on the deal I was offered and how I may be able to get them down a bit...I mean I know I could say "$99 with installation and you got a deal," but I also don't want to show my cards in the case that they can do even better.

Thanks for any advice


That's not true...Think of it as if YOU owned the business. Would you give everyone a free HD DVR, or even $100 off of it? I don't think you would. Companies like this loose millions and millions every year giving equipment away so their customers will be happy. I've been with D* for about 4 years, A-List and I promise you I never call in and ask for something free.

The way I see it is, why do you think they owe you a piece of equipment that is costing them 2 or even 3 times the amount they are selling it to you for, and it's still not enough? I paid $1,100 for my first HR10-250 and had no reason to complain when the price went down over the last 3 years. I knew it would, that's just how it works out. Just wait, it will go down more. I know stuff like this just creates unhappy people here on the forum, but just think about it. If you had 16 million subscribers, would you give everyone who complained a free HD DVR? I know I wouldn't...I like my business being successful and having low amount of money taken from my pocket...

[curlyjive]

That's not true...Think of it as if YOU owned the business. Would you give everyone a free HD DVR, or even $100 off of it? I don't think you would. Companies like this loose millions and millions every year giving equipment away so their customers will be happy. I've been with D* for about 4 years, A-List and I promise you I never call in and ask for something free.

The way I see it is, why do you think they owe you a piece of equipment that is costing them 2 or even 3 times the amount they are selling it to you for, and it's still not enough? I paid $1,100 for my first HR10-250 and had no reason to complain when the price went down over the last 3 years. I knew it would, that's just how it works out. Just wait, it will go down more. I know stuff like this just creates unhappy people here on the forum, but just think about it. If you had 16 million subscribers, would you give everyone who complained a free HD DVR? I know I wouldn't...I like my business being successful and having low amount of money taken from my pocket...

I do not think I an OWED anything. I do not have any sense of entitlement. But trust me, they are making plenty of $$. Their job is to get as much money from me, my job is to pay as little as possible. SO it is my right to ask for it for free, since i can get it for free if I switch. Then they have the right to accept or decline. IF they accept, good for me, and good for them as they keep me as a customer. If they decline, ok no big deal, I choose to try some other provider.

So just to be clear, I do not feel I am owed anything...but I do have the right to ask and get the best deal I can for me.

[curlyjive]

Try again after 1 year.;)



Not so:D Called back this evening and they offered it to me for shipping and tax right away...didn't even have to ask, just explained I didn't want to pay $300 for the unit. I was prepared to settle for $100 with installation included or some kind of programming discounts.

Now, their ordering system was down, so she noted the offer on the account, took all the info, and said they would call back. If I do not here from them by tomorrow evening, I'll call back. If they try to change their story at that time, I will be talking to retention. As I said, I am not owed anything, but if they OFFER it and then CHANGE the offer....well, I do have a right not to be lied to.

But hopefully all will go well, and I'll get the HD DVR for shipping and tax.

Seems that what offer you get is completely random...for better or worse

[SDizzle]

Not so:D Called back this evening and they offered it to me for shipping and tax right away...didn't even have to ask, just explained I didn't want to pay $300 for the unit. I was prepared to settle for $100 with installation included or some kind of programming discounts.

Now, their ordering system was down, so she noted the offer on the account, took all the info, and said they would call back. If I do not here from them by tomorrow evening, I'll call back. If they try to change their story at that time, I will be talking to retention. As I said, I am not owed anything, but if they OFFER it and then CHANGE the offer....well, I do have a right not to be lied to.

But hopefully all will go well, and I'll get the HD DVR for shipping and tax.

Seems that what offer you get is completely random...for better or worse

After all, it is a LEASED unit. If you leave, they will get it back. As long as you keep their service, they continue to make money off of you. If other providers don't charge a fee up front for a leased unit, them D* can do the same!:D

[PsycloneJack]

Called once before and the rep had no idea what I was talking about. Called again today and asked for advanced tech support, the tech guy knew exactly what I needed (HR20 and new dish) and offered the $199 deal. I asked if I could talk with someone else about the cost, he put my on hold. Came back and said he had been given authorization to access a "new area of the system" and that I could get everything for $19.99. Install is scheduled for this Sunday.

I currently have an HR10-250 and have been with D* for 5 years or so. Another rep told my I am a 5 heart customer, whatever that means.

[WERA689]

That's not true...Think of it as if YOU owned the business. Would you give everyone a free HD DVR, or even $100 off of it? I don't think you would. Companies like this loose millions and millions every year giving equipment away so their customers will be happy. I've been with D* for about 4 years, A-List and I promise you I never call in and ask for something free.

The way I see it is, why do you think they owe you a piece of equipment that is costing them 2 or even 3 times the amount they are selling it to you for, and it's still not enough? I paid $1,100 for my first HR10-250 and had no reason to complain when the price went down over the last 3 years. I knew it would, that's just how it works out. Just wait, it will go down more. I know stuff like this just creates unhappy people here on the forum, but just think about it. If you had 16 million subscribers, would you give everyone who complained a free HD DVR? I know I wouldn't...I like my business being successful and having low amount of money taken from my pocket...

While I completely understand your point, as I tend to resent "price bashers" in my business too, there is another POV at work here. As I stated earlier, I am a long time customer, since most receivers were purchased at retail and owned. As the technologies used by D* changed and the offerings broadened, one was required to upgrade in order to gain new programming. Each of these upgrades required new equipment, from receivers to dishes. I now have 3 dishes and 5 'outdated' receivers that I own but no longer use.
Now to my point: All of these changes were brought on by (understandable and forseeable) changes on D*'s end, not by changes on my end. I still have my first HD set, now 7 years old and working beautifully. Now, to my question; how many times can D* realistically expect me to shell out hundreds of dollars in order to keep current with their offerings? At some point, I would hope that they would be willing to help offset some of the costs I have incurred over the years. After all, I probably have over $1000 invested in receivers that no longer offer current functionality; a significant investment by anyone's measure. Throughout that time, I have paid them (and USSB, back when) for programming that I must assume that they have sold profitably. I do not by any means begrudge them that profit. And I participate in the CE program in order to try to add 'intangible' value to my status as a D* customer.
Let me be clear here. I am not against, and do not resent price drops. I bought my Toshiba HD-DVD player when it was first released at $499. It can now be had for $299. I'm fine with that, and have no regrets about my purchase. But I do not see this as the same as having D* switch to MPEG4 receivers and requiring that I buy/lease new product in order to take advantage of the new services and offerings.
Now, I do feel that as a 14 year customer, I have more leverage to make such requests of D* than a "churning" customer of 1-5 years service. And perhaps your POV will change when you have been with them that long and have had to ride the upgrade/expansion cycle a few more times. To return to my HD-DVD analogy, when I bought, the offer was for 3 free movies. It is now for 5 free movies, even at the lower purchase price. Many have called Toshiba and asked for 2 more freebies. I have not, as I was satisfied with the deal offered at the time I chose to buy, and because that was a one time purchase rather than part of an ongoing relationship such as I have with D*.
Hopefully, I've explained myself clearly here. I do not feel that a "short-timer" should be asking for concessions from D* simply because the "don't want to spend that much". After all, as I often say "stuff costs what stuff costs. If you can't afford a Porsche, be happy with a Kia". By the same token, after going through your 5th Kia, you could have bought the Porsche. But I would think that it is in D*'s interest, as well as mine, to help me any way they can to keep a long term and enthusiastic customer current and satisfied. That is what I sought, and that is what I got. I remain a satisfied customer, rather than a "bought" customer.

[WERA689]

I do not think I an OWED anything. I do not have any sense of entitlement. But trust me, they are making plenty of $$. Their job is to get as much money from me, my job is to pay as little as possible. SO it is my right to ask for it for free, since i can get it for free if I switch. Then they have the right to accept or decline. IF they accept, good for me, and good for them as they keep me as a customer. If they decline, ok no big deal, I choose to try some other provider.

So just to be clear, I do not feel I am owed anything...but I do have the right to ask and get the best deal I can for me.

Just to be clear, your approach generates the kind of "churn" that makes long term profitability difficult. To my way of thinking, you are the kind of customer that all service providers can do without. You make it clear that if you don't get what you want, you're gone. Good riddance, I say. Loyalty is not part of your ethos, and as such, you deserve none. JMHO.

[curlyjive]

Just to be clear, your approach generates the kind of "churn" that makes long term profitability difficult. To my way of thinking, you are the kind of customer that all service providers can do without. You make it clear that if you don't get what you want, you're gone. Good riddance, I say. Loyalty is not part of your ethos, and as such, you deserve none. JMHO.



Wow, viewpoints like yours are just backwards. No company is obligated to give me anything.....so IF they do it is b/c they CAN. I can't make them do anything. They know their bottom line and what they can and can't do. Trust me, they are not going to allow themselves to bleed money on hardware if they can't afford to give it out. They are not poor little victims. I am the customer, and I don't have to be loyal unless I feel I have been treated well or feel that the service provided is a good value. There are alot of choices today, and there is nothing wrong with competition for my business. I think $400 is alot for a leased item. I would have no problems paying $5 or so a month for the time I am keeping it. That's my preference.

As far as loyalty....how loyal are most companies to their customers? Maybe you live in a different world, but most of the time I end up having to fight just to get correct bills/services for everything from electric to Tv service to phone and internet. So I would not say that companies show us a whole lot of loyalty. If a company truly does right by me, is fair, and treats me well....you better believe I will continue to use them or purchase their products. Even if it costs a little more, if I know I am getting better value for my dollar.

Like I said, I asked, they offered....they are not giving in against their bottom line.:nono:

[pjo1966]

Wow, viewpoints like yours are just backwards. No company is obligated to give me anything.....so IF they do it is b/c they CAN. I can't make them do anything. They know their bottom line and what they can and can't do. Trust me, they are not going to allow themselves to bleed money on hardware if they can't afford to give it out. They are not poor little victims. I am the customer, and I don't have to be loyal unless I feel I have been treated well or feel that the service provided is a good value. There are alot of choices today, and there is nothing wrong with competition for my business. I think $400 is alot for a leased item. I would have no problems paying $5 or so a month for the time I am keeping it. That's my preference.

As far as loyalty....how loyal are most companies to their customers? Maybe you live in a different world, but most of the time I end up having to fight just to get correct bills/services for everything from electric to Tv service to phone and internet. So I would not say that companies show us a whole lot of loyalty. If a company truly does right by me, is fair, and treats me well....you better believe I will continue to use them or purchase their products. Even if it costs a little more, if I know I am getting better value for my dollar.

Like I said, I asked, they offered....they are not giving in against their bottom line.:nono:


Not to mention that by giving me an HD DVR for $20, they earn that $300 back in less than 3 monthly payments from me. If they lose me as a customer, they are out the $130/month I pay them. It's in their best interest to keep as many customers as possible, even if it means giving them free hardware. We as consumers do have choices. We speak with our wallets. If we are not happy and the company is unwilling to satisfy us, it's our duty to take our business elsewhere to send a message. On the flipside of that, back when I was truly happy with DirecTV, I convinced 5 or 6 households to sign up. It doesn't sound like much, but I felt it was my duty to tell people how happy I was with the company.

[DinTulsa]

While I completely understand your point, as I tend to resent "price bashers" in my business too, there is another POV at work here. As I stated earlier, I am a long time customer, since most receivers were purchased at retail and owned. As the technologies used by D* changed and the offerings broadened, one was required to upgrade in order to gain new programming. Each of these upgrades required new equipment, from receivers to dishes. I now have 3 dishes and 5 'outdated' receivers that I own but no longer use.
Now to my point: All of these changes were brought on by (understandable and forseeable) changes on D*'s end, not by changes on my end. I still have my first HD set, now 7 years old and working beautifully. Now, to my question; how many times can D* realistically expect me to shell out hundreds of dollars in order to keep current with their offerings? At some point, I would hope that they would be willing to help offset some of the costs I have incurred over the years. After all, I probably have over $1000 invested in receivers that no longer offer current functionality; a significant investment by anyone's measure. Throughout that time, I have paid them (and USSB, back when) for programming that I must assume that they have sold profitably. I do not by any means begrudge them that profit. And I participate in the CE program in order to try to add 'intangible' value to my status as a D* customer.
Let me be clear here. I am not against, and do not resent price drops. I bought my Toshiba HD-DVD player when it was first released at $499. It can now be had for $299. I'm fine with that, and have no regrets about my purchase. But I do not see this as the same as having D* switch to MPEG4 receivers and requiring that I buy/lease new product in order to take advantage of the new services and offerings.
Now, I do feel that as a 14 year customer, I have more leverage to make such requests of D* than a "churning" customer of 1-5 years service. And perhaps your POV will change when you have been with them that long and have had to ride the upgrade/expansion cycle a few more times. To return to my HD-DVD analogy, when I bought, the offer was for 3 free movies. It is now for 5 free movies, even at the lower purchase price. Many have called Toshiba and asked for 2 more freebies. I have not, as I was satisfied with the deal offered at the time I chose to buy, and because that was a one time purchase rather than part of an ongoing relationship such as I have with D*.
Hopefully, I've explained myself clearly here. I do not feel that a "short-timer" should be asking for concessions from D* simply because the "don't want to spend that much". After all, as I often say "stuff costs what stuff costs. If you can't afford a Porsche, be happy with a Kia". By the same token, after going through your 5th Kia, you could have bought the Porsche. But I would think that it is in D*'s interest, as well as mine, to help me any way they can to keep a long term and enthusiastic customer current and satisfied. That is what I sought, and that is what I got. I remain a satisfied customer, rather than a "bought" customer.

Your message is very clear and very well said.

[yensid]

Anybody know what the retention number is. I ordered an HR20 for $99 and was very specific that I wanted and an HR20 which was an HD DVR. Didn't hear from them in two weeks so I called and they messed up the order and now to fix it the price was now $299. A little frustrated since I already ordered this and when she read it back to me it was an HR20. AAuuuurrrggghhhh!!!

[Michael D'Angelo]

Anybody know what the retention number is. I ordered an HR20 for $99 and was very specific that I wanted and an HR20 which was an HD DVR. Didn't hear from them in two weeks so I called and they messed up the order and now to fix it the price was now $299. A little frustrated since I already ordered this and when she read it back to me it was an HR20. AAuuuurrrggghhhh!!!

I don't know what the number is but if you say cancel when it ask for the reason for your call it should take you to them.

[bradmanning]

I have been watching this forum for months, and appreciate the help in getting a great deal. Persistence and firmness definitely pays off. I am a very long time premium subscriber and have had the NBA and NFL packages for years, so I think it helped in my deal. I was able to get 2 HD DVR's for free...tried for a 3rd, but no go. I haggled with regular customer service for a while, but they would only go for one free and no credits. I then asked for retention, where the offer was upped to one free plus credits. I then had to ask to have my service canceled to get 2 free plus credits.

My deal:
2 HR20-100's - $19.95
Install - free
5LNB Dish - free
6 mos of $20 programming credit = ($120)
3 mos of $9.95 HD credit = ($29.85)

Total for my deal ($129.90)...which I will use as an offset when I purchase my 3rd HD DVR from Circuit City or Best Buy. Install on Monday.

Thanks again!

[SD493]

I called today and was quoted a $99 price for receiver, dish and installation.
I asked it there was anything better and was told no. I called back several hours later and was quoted $199. I asked for retention and was on hold for several minutes. Then the same CSR came back on the line. She said she had found the note of the $99 dollar offer in my file but she could offer me a free dish, receiver and installation if I paid the $19.95 shipping. There was a two year committment.
They will be out Tuesday morning to install my dish. "Connect me to retention" seems to be the magic words.
I was satisfied with the offer and didn't try for programming deals.

[LubbersLine]

I have been watching this forum for months, and appreciate the help in getting a great deal. Persistence and firmness definitely pays off. I am a very long time premium subscriber and have had the NBA and NFL packages for years, so I think it helped in my deal. I was able to get 2 HD DVR's for free...tried for a 3rd, but no go. I haggled with regular customer service for a while, but they would only go for one free and no credits. I then asked for retention, where the offer was upped to one free plus credits. I then had to ask to have my service canceled to get 2 free plus credits.

My deal:
2 HR20-100's - $19.95
Install - free
5LNB Dish - free
6 mos of $20 programming credit = ($120)
3 mos of $9.95 HD credit = ($29.85)

Total for my deal ($129.90)...which I will use as an offset when I purchase my 3rd HD DVR from Circuit City or Best Buy. Install on Monday.

Thanks again!

i took a similiar tack as you while also adding competition to my negotiating. I called Verizon since they are offering FIOS TV in my area now. I asked what they would charge me if I wanted to have the same services that I currently have with D*. I have an HR-20 (HDDVR), R10 (DVR), H20 (HD), with only the sports pack. They came back with a price $30 cheaper than what I'm currently paying with D*. So, I called D* and told them what Verizon would charge me and D* was more than happy to cut my monthly bill to match what Verizon would charge. i'm still a happy D* customer! :D

[jpl]

Wow, viewpoints like yours are just backwards. No company is obligated to give me anything.....so IF they do it is b/c they CAN. I can't make them do anything. They know their bottom line and what they can and can't do. Trust me, they are not going to allow themselves to bleed money on hardware if they can't afford to give it out. They are not poor little victims. I am the customer, and I don't have to be loyal unless I feel I have been treated well or feel that the service provided is a good value. There are alot of choices today, and there is nothing wrong with competition for my business. I think $400 is alot for a leased item. I would have no problems paying $5 or so a month for the time I am keeping it. That's my preference.

As far as loyalty....how loyal are most companies to their customers? Maybe you live in a different world, but most of the time I end up having to fight just to get correct bills/services for everything from electric to Tv service to phone and internet. So I would not say that companies show us a whole lot of loyalty. If a company truly does right by me, is fair, and treats me well....you better believe I will continue to use them or purchase their products. Even if it costs a little more, if I know I am getting better value for my dollar.

Like I said, I asked, they offered....they are not giving in against their bottom line.:nono:

I have to agree with you. I'm not sure how someone's length of service has any bearing on the equation that DirecTV, or any company uses, when determining what kind of deal you should get. If I'm a two-year customer but I have the full suite of services, vs. a 10-year customer who just has the most basic service, why would that 10-year customer be seen as being more valuable to the company?

You're also right about the cost to the company. There's no free lunch here - the CSRs aren't given carte blanche when negotiating with customers. They have some freedom, but not total freedom (they can't eliminate that commitment period, e.g.). When you get into a negotiation with a company about a price, the deal only comes together if it's viewed as beneficial to both sides. If you negotiate with a CSR and they give you a deal, you can rest assured that the company is STILL making money. They wouldn't make the deal if there was no net gain for them. And if you have a CSR that does give away the store, well, that's no different than having someone behind the counter giving away stuff for free. If they violate the guidelines set forth in terms of how they can negotiate, then you reprimand them. If they still do it, you fire them. That's an anomolous case.

I also agree with your take about customer loyalty. Companies don't give deals to customers because the customer is loyal. They give them to keep you as a customer. The reason is easy - it's much cheaper for them to give you a deal and keep you as a customer than it is to go out and replace you with a different customer. Yeah, you try to keep your customers happy, and you try to accomodate them as much as you can, but to say that they view you with any degree of loyalty... You want to get an idea of this, call up DirecTV and tell them that you can't make your payment for say 3 months. See what they tell you. Loyalty implies that they would accomodate you, to the point where it costs them. And if they put such a premium on loyalty, well then there's really no need for a commitment period, is there? If they're really only after customers that are dog loyal to them, then why tie them in with a commitment period?

One final thing - another person posted about how long it takes for DirecTV to make up the cost of the DVR based on their monthly bill. While it's nice to think in those terms, it's not accurate. All companies have costs associated with staying in business. Only a chunk of the money you send them will go toward paying the cost of the DVR. To get a very rough idea of what that is, just go bring up their financial statements, and see what their profit margin is. Take that percentage and apply it to your monthly bill (this is very rough, I realize) and that get's you closer to figuring out how much you contribute toward the company every month.

[melduforx]

I'd be fine with paying the money if I got to keep the box, but paying for a box that's "leased" is odd.

Sell me the box or don't sell me the box, but don't not sell me the box and then force me to pay for it.

Also, handling fee? If you're gonna charge me the handling fee, just ship me the box and let me install it myself. You'll save all the money you had to pay your tech to come out to my house.

[gsslug]

Strike two. Today was the second time I have called in the last couple of months trying to get a HR20 deal similar to what others are reporting here. Talked to a customer retention rep who said $199. When I told her others were getting a $20 buck deal she said she new nothing about it and refused to check it out and told me I would get the same response from any of the others I talked to. I even told her I was considering a switch to cable (which I am since a larger cable company bought the local cable company recently) but she didn't say anything. I thanked her (I was pleasant the entire time) and hung up. I have talked to the local cable company who is sending me information and I may very well switch. We'll see.

[Michael D'Angelo]

Strike two. Today was the second time I have called in the last couple of months trying to get a HR20 deal similar to what others are reporting here. Talked to a customer retention rep who said $199. When I told her others were getting a $20 buck deal she said she new nothing about it and refused to check it out and told me I would get the same response from any of the others I talked to. I even told her I was considering a switch to cable (which I am since a larger cable company bought the local cable company recently) but she didn't say anything. I thanked her (I was pleasant the entire time) and hung up. I have talked to the local cable company who is sending me information and I may very well switch. We'll see.

I would try sending a email. Explain that you can get a free HD DVR from the cable company and you may have to switch. Seems that has been working for some people lately.

[SD493]

I would try sending a email. Explain that you can get a free HD DVR from the cable company and you may have to switch. Seems that has been working for some people lately.


When I called I was quoted $199. When I asked to speak to retention the CSR said okay and put me on hold. A few minutes later the same CSR came back on the line and gave me the $19.95 deal. That deal is out there.

[mobouser]

Hi all, my experience with DirecTV is similar to a lot of what I have been reading here. I own a HR10-250 and have been using DirecTV for about 10 years. I was offered the 19.99 install + 6 months HD for the 2 year commit on the HR20 upgrade. The difference that I got was the fact that I am leasing the HR20 I will not own the unit. This to me makes the deal different from my past dealings with DirecTV. They are treating the established customer base like new sign-on but you don’t get the best deals of the new sign-on. If I go to leased equipment on a two year commit I might as well look at all their competition's deals for my best deal, also who really knows if they will have all the stations they are promising this Fall. That’s just my 2cents. Thanks Paul D.

[jsnell]

When I called I was quoted $199. When I asked to speak to retention the CSR said okay and put me on hold. A few minutes later the same CSR came back on the line and gave me the $19.95 deal. That deal is out there.

Ditto. Absolutely, it's still out there.

[jw70]

I am on my 3rd HR10-250 in as many months for random reboots (4 tonight alone). Instead of sending yet another they are sending the HR20-700 for $20. After reading reviews on it, not sure it is an upgrade or will be any better.

[liquid4012]

Hi all, my experience with DirecTV is similar to a lot of what I have been reading here. I own a HR10-250 and have been using DirecTV for about 10 years. I was offered the 19.99 install + 6 months HD for the 2 year commit on the HR20 upgrade. The difference that I got was the fact that I am leasing the HR20 I will not own the unit. This to me makes the deal different from my past dealings with DirecTV. They are treating the established customer base like new sign-on but you don’t get the best deals of the new sign-on. If I go to leased equipment on a two year commit I might as well look at all their competition's deals for my best deal, also who really knows if they will have all the stations they are promising this Fall. That’s just my 2cents. Thanks Paul D.

Yes, you are leasing the box and-surprise!- they charge $4.99/mo for the leased box. At least on my newest bill this is what I'm being charged. So, I got the $19.95+tax "deal" for the HR20 (still don't even have this box, the installer gave me the wrong one and never showed up for the next install when they were supposed to install the correct one) and now I'm being charged $4.99/month for a two year commitment. So that's $22.00 shipping, plus $5.00/ month for two years. $142.00 for this fantastic deal, and I'm locked in for two years to boot. I was never offered any credits.

I'm canceling my service. Not so much because of this little nugget of information on my bill, but because I lost two days from work waiting for installers (including a no show) and no one seems to be responding to my e-mails when I ask for an installation of the correct equipment.

Optimum, here I come :(

[gorhanj]

I was wondering if this deal or any other deal is available to newer costumers. I just signed up last month and just got a HDTV last week and want to upgrade to the HR20. I have one Directv Plus DVR box now (sorry, but im not sure what the model number is on that one) and two of the "standard" boxs, . (again, sorry I dont know the model numbers to these either. new to Directv and to this forum.)

also, whats the story if I buy my own HR20 from bestbuy for $300? i dont want to, but if i cant get a deal from D*, it's better than leasing one from them for $200.

i have the option to go with comcast, but i got a decent deal on D* through verizon triple play package and so far im pretty happy with it.....but i might have to switch to comcast to get the free HD box.

thanks for your help.

[Michael D'Angelo]

I was wondering if this deal or any other deal is available to newer costumers. I just signed up last month and just got a HDTV last week and want to upgrade to the HR20. I have one Directv Plus DVR box now (sorry, but im not sure what the model number is on that one) and two of the "standard" boxs, . (again, sorry I dont know the model numbers to these either. new to Directv and to this forum.)

also, whats the story if I buy my own HR20 from bestbuy for $300? i dont want to, but if i cant get a deal from D*, it's better than leasing one from them for $200.

i have the option to go with comcast, but i got a decent deal on D* through verizon triple play package and so far im pretty happy with it.....but i might have to switch to comcast to get the free HD box.

thanks for your help.

:welcome_s to DBStalk

You will have to call Directv to see what kind of deal you can get if any. Even if you get the HR20 from BB it is still a lease.

The standard DVR you have is a R15 and the standard receiver are probably a D11.

[gorhanj]

thanks for the welcome and thanks for the info. Ill have to call up and explain to them that I can get a free HD box from their competitors and see what they offer me. Ill post the results. Thanks.

[ljg1118]

What is Dirctv's logic requiring the customer to have it installed by Directv's installers?

Seems they would save a lot of grief and those that are able to install or have an installer they work with will not be required to stay home and wait for something they don't want or need. In addition Directv would save on the cost of hiring these outside contractor

[RAD]

Yes, you are leasing the box and-surprise!- they charge $4.99/mo for the leased box.

You'd either be paying a lease fee or if the box was purchased a mirror fee, which is exactly the same as the leased fee.

Bye, hope you enjoy Cablevision.

[Drew2k]

What is Dirctv's logic requiring the customer to have it installed by Directv's installers?It ensures the equipment is installed at the address for which the equipment was ordered.

It als ensures (ostensibly) that a qualified technician installed it, which should reduce follow-up calls to customer service for trouble-shooting and hardware problems.

[Hoffer]

I just got the $20 deal today. I'm upgrading from the HD TiVo. Guy is coming to install it Friday afternoon.

[liquid4012]

You'd either be paying a lease fee or if the box was purchased a mirror fee, which is exactly the same as the leased fee.

Bye, hope you enjoy Cablevision.

So, for those who paid $199 for the HR20, they're also paying a $4.99 fee for programming/receiver lease on a second TV? DIRECTV should probably be making this more clear to those of us who have only had service on one TV in the past.

I'm staying with them because I spoke with a rep who finally helped me with my situation. I don't think I can live w/o Sunday Ticket anyway. :rant:

[Michael D'Angelo]

So, for those who paid $199 for the HR20, they're also paying a $4.99 fee for programming/receiver lease on a second TV? DIRECTV should probably be making this more clear to those of us who have only had service on one TV in the past.

I'm staying with them because I spoke with a rep who finally helped me with my situation. I don't think I can live w/o Sunday Ticket anyway. :rant:

Yes you have to pay $4.99 for every box after the first one.

[davidmg1]

Thanks to all the great advice here, I got a HR20 being installed this coming Saturday for just the $19.95 S&H.

I've been a customer for over 7 years, no premium packages or anything. I actually called to cancel BabyFirst which my kids were not watching and told her I just bought a new LCD HDTV and what she could offer me. She told me the standard price and I told her what the cable companies are offering in my area. She came back a few minutes later, said I was a "valuable customer" and would give me the HR20 for FREE (+SH) w/ 2yr contract.

Piece of cake!

I usually never get that lucky!!

[HSW]

I have 2 HR-10's and did not want to give them up. Talked to a rep and said I want to cancel ST because I do not want to pay for 2 new DVR's. He told to to watch for monthly specials so I asked to be transferred to Retention. I was then offered 2 HR20's to swap out, one at n/c, one at $199. Said I was considering TiVo3 and asked for a better deal. I was offered 2 HR20's with no swap out, one n/c, one @ $199 with a $100 credit and free DVR service for 1 year.

[trnsfrguy]

I just got the $20 deal today. I'm upgrading from the HD TiVo. Guy is coming to install it Friday afternoon.

Me too....

Welcome Hoffer.... maybe we can pry you away from TCF...:)

[84jeepjohn]

Well, you can add me to the list of people who are getting upgraded for $20. It will not be till next thurs but hey, I can wait.

I had to be polite but firm, and the CSR said there was NOTHING she could do, so I had her send me to customer retention...

That was a LONG WAIT for that one.

they gave me the 199 offer but I told him I'd personaly heard of people getting a "better" deal just yesterday. He came back and said we can do it for you. :)

I feel better, because I got raped on my orriginal HD box I bought from them.

[Hoffer]

Me too....

Welcome Hoffer.... maybe we can pry you away from TCF...:)

I don't know if I'll be able to post over there anymore. I won't have a TiVo anymore. :)

[bacevedo]

Another customer here who got the HR20-100 for $19.95 (S&H), 5LNB dish and $10/month off for 12 months.

I had to ask for retention because the first level said $199 and nothing else. Retention started with the $99 HR10 swap (I have an HR10 now) but I would keep the HR10. I pushed a little harder and he gave me the above deal. I had them also put on the order that I would install the DVR myself while the installer did the dish. The guy was nice and we were just talking about the new DVR and that he like the ones they had in the office. I just basically told him I couldn't get my wife to sign off on it unless it was free. That seemed to resonate with him. :lol:

They came and dropped off the box on Friday. The installer's order didn't have the dish on it (but my order online showed it), so he was only at my house for 5 minutes. I called D* yesterday and there is some glitch in their system where the Dish is not transferred to the installer work order. The lady had to manually add it again yesterday because it didn't go on the new order she set up. They'll come on Thursday to install that and I will be able to test MPEG4 locals. The OTA tuner is much improved over the HR10 - I don't have multipath problems like I had in the past. So if you are ordering lately, you might want to make sure the dish got added to the installers workorder if you need it.

Anyway, I am happy with this deal and I am very happy with the HR20-100. It was very loud at first (a lot of buzzing) but searching on here I found that it was the access card. After fixing that, it's been quiet. Also, I downloaded the CE (white UI) and have been extremely happy and impressed with the usability of the machine. It's recorded everything we have thrown at it without skipping a beat.

Bryan

[Hoffer]

Man, I thought I got the big discount. I could have got $10/month off as well!!

[SD493]

Another customer here who got the HR20-100 for $19.95 (S&H), 5LNB dish and $10/month off for 12 months.

I had to ask for retention because the first level said $199 and nothing else. Retention started with the $99 HR10 swap (I have an HR10 now) but I would keep the HR10. I pushed a little harder and he gave me the above deal. I had them also put on the order that I would install the DVR myself while the installer did the dish. The guy was nice and we were just talking about the new DVR and that he like the ones they had in the office. I just basically told him I couldn't get my wife to sign off on it unless it was free. That seemed to resonate with him. :lol:

They came and dropped off the box on Friday. The installer's order didn't have the dish on it (but my order online showed it), so he was only at my house for 5 minutes. I called D* yesterday and there is some glitch in their system where the Dish is not transferred to the installer work order. The lady had to manually add it again yesterday because it didn't go on the new order she set up. They'll come on Thursday to install that and I will be able to test MPEG4 locals. The OTA tuner is much improved over the HR10 - I don't have multipath problems like I had in the past. So if you are ordering lately, you might want to make sure the dish got added to the installers workorder if you need it.

Anyway, I am happy with this deal and I am very happy with the HR20-100. It was very loud at first (a lot of buzzing) but searching on here I found that it was the access card. After fixing that, it's been quiet. Also, I downloaded the CE (white UI) and have been extremely happy and impressed with the usability of the machine. It's recorded everything we have thrown at it without skipping a beat.

Bryan

My installer came out today. The dish was also left off his order (I had the $19.95 deal, also). I was going to install the receiver while he put up the dish but since he didn't have the dish he went ahead and hooked up the reciever and is coming back Thursday to install the dish. After the HD Tivo the new receiver will take some getting used to but, from most comments I have seen, it seems to be a good unit.

[Snoofie]

I called on Sunday afternoon and asked what deals they have for upgrading to HD and she said that I was a good customer and she would give me $100 off. I told her that $199 was too much to pay since the cable company is offering it for free and she put me on hold and came back and said she could offer me the HR20, upgraded dish and installation for only $19.95. Installer was scheduled to come today, but I had to change it to Saturday morning.

Snoofie

[Button Pusher]

Just got off the phone with D* .The first CSR had the 100 dollars off the HR-20 which made it $199. I said that was still a little more than I wanted to pay. After a very nice conversation with Rose she put me in touch with a different deptartment(I thought she said it was customer installation dept.) and I got the free HR-20 deal w/the 5 LNB dish, except pay for the S & H $21.15. I kept the R-15 and will put it in the bedroom. Installation is scheduled for Friday morning.Oh Happy Day!!

[hobbes4444]

Just got off the phone with a crabby CS specialist. But she did come through for me. I have a 9 year history with Dtv, cc billing for the last 18 months, sunday ticket and MLB packages, plus HBO for about the entire time. I go back to Ultimate TV, and for the last 18 months, the HR10 HD Tivo.

So, the original offer to me a few weeks ago was:
1 HR20 for shipping/handling
12 months $10 credit
3 months Showtime
free install

I had wanted a second HR20 for our new house which will have 2 HDTV set ups, and a third coming at some point in the BR. All they would offer was the $199 deal after waiting for 6 months since I was getting the HR20 for "free" with the mover program.

This time, as others had suggested, I mentioned having the HR10 and asked about an upgrade deal. After being transferred from the movers program to someone else (not sure if she was retention), I was offered the second HR20 for $99. So I grabbed it, as my preference is to get it all set up in one shot rather than having another installer out in 6 months (even though I may be able to get the HR20 for free then).

So I got:
1 HR 20 for $19.99 handling
1 HR 20 for $99.00
12 months $10 off programming
Free movers install with a new dish, and 125' of cable
2 year commitment

I upgraded my current programming to the Premiere package, thereby adding sports channels, skinemax and showtime for like $8 more, with the discount, than what i was paying previously ($92: TC+ $52, HBO/Starz $24, HD $10, DVR $6)

All in all I'm happy with the outcome. . . glad I waited and used the upgrade suggestion from other members. Thanks for the help!!

dd

[Zurc]

So I finally decided to move over to the HR20. This was my first try so I expected to be on the phone for a while. I spoke to the rep and he offered to swap my H10-250 for the HR20 for $99. I then asked to be transfered to retention.
I spoke to a nice lady who tried to explain the deal offered to me. I said that I didn't understand why I was being charged for a change in equipment. I explained that all I wanted was more high def. channels. She said "okay let me see what I can do." She came back with a waived HD fee ($10.99) for 1 year. I said: "How about this...you waive the HD fee for a year, give me the HR20 for free, and I'll pay $19.95 shipping and handling." Without skipping a beat she said okay.
She then asked me if I would like to keep my H10-250. Yes, of course. I then asked her if I had any credits. Initially she said no but then she came back and waived the $19.95 shipping and handling fee.
In summary: HR20 and Dish for free (waived S+H fee), Waived HD fee for 1 yr., get to keep all my old equipment.
I then told her about the shotty last installer I got and she contracted a master tech to come out and install everything.
So by doing this deal I will have the HR20 in main room, HD-DVR moved into bedroom, and regular DVR moved into the other room. Install is Saturday.
I have been a customer since 2003. I only have HD and HBO as extras.

[mobouser]

Lease and Install Questions
Hi All, The lease cost for a HR20 is 4.99 a month, is that in addition to the 4.99 I pay for the Tivo service now and the 4.99 cost for the additional receiver which I also pay now and have paid for the past 10 years?
Install question
If I get this new satellite I was thinking to relocate the new Dish from my deck (present location) to a 2"pole (I install with concrete base). The satellite and cable will be of course Directv but I will need to bury 30+feet of cable to do this. Is the standard cable certified for direct burial? I can bury the cable 4 to 6" below grade and connect to 8' buried ground rod before entering house. How much of this is extra work by installers? Have to do this because of growing pine trees blocking signals of satellite maybe mess up a two year commit.
This all may make more sense to do this work with Dish as a new customer? Thanks Paul D

[Michael D'Angelo]

Lease and Install Questions
Hi All, The lease cost for a HR20 is 4.99 a month, is that in addition to the 4.99 I pay for the Tivo service now and the 4.99 cost for the additional receiver which I also pay now and have paid for the past 10 years?


:welcome_s to DBStalk

The $4.99 lease fee is the new name of the old mirror fee. You will pay the same amount.

[chickadee1351]

I did it! i did it!!!!! I followed the footsteps of others and got an awesome deal, considering I'm brand new to D*

I spoke to a customer rep and when she heard my issues, she transferred me to retention. I got the sweetest lady ever and she kept saying that D* wants me to happy and that she can override things in her system. And BAM! She agreed to waive the HD-DVR (HR20) fee of $299, as well as no fee for the 5 LNB dish, (b-band converter included). So I was only charged $19.95 for installation. The HD-DVR Plus plan is what we'll have, which is $69.99 plus 4.99 for the second standard receiver upstairs. They are swapping out the R15 in the living room for the HR20. They are going to send a recovery kit to send it back to them. We originally had the DVR plus plan for $59.99 so it's only $10 more a month than what we pay now! And she reiterated everything I need to tell the technician when he arrives to make sure all the right things are done.. Oh and they had a slot of 8:00-12:00 this Friday, so I took it! My new HDTV is supposed to be delivered that same day. Hopefully, if the new tv arrives after the installer gets there, it's not too complicated to get it switched over from the old tv to the new tv. I figured we can do it ourselves or they can walk me through it over the phone.

The only thing I wanted to do was follow up with the installer to make sure they remember to bring the new dish AND receiver. I've read on another forum that recently there was a glitch causing the dish order to not appear on the workorder for the installer. Does anyone know how I can find out who is doing my install on Friday to confirm appmt time etc??

*happy sigh* and to think I never would have know the retention dept exists if not for this message forum thread.. thanks!!

[linflas]

I emailed D* through their webpage last week asking about deals on the HR20 and received the email telling me they would contact me. I had a voicemail from them when I got home today and called the number and entered the PIN. When the guy came on and took my phone number he said he understood I was interested in upgrading to the HD DVR. I told him that was correct but when I checked on the web page they wanted $199.00 for it which I thought was pretty steep for a piece of equipment that I did not own. He asked me if I would hold while he checked my account to see what he could offer me. When he came back he gave me the $19.95 deal and in addition told me that I would not pay the HD fee for the next 6 months. I already have the 5 LNB dish so they are supposed to just mail me the box. If this all goes as planned I am a happy camper and glad I have been watching this thread for the past months.

[captenblack]

Thanks for the info in this thread. I got the HR10-250 two years ago (through retention) and am thinking about upgrading to the new dish/HD DVR. I want to keep the HR10.

I think I'm going to try the e-mail route to get a deal. Any tips on what to say? Just be simple/straightforward?

[Snoofie]

Thanks for the info in this thread. I got the HR10-250 two years ago (through retention) and am thinking about upgrading to the new dish/HD DVR. I want to keep the HR10.

I think I'm going to try the e-mail route to get a deal. Any tips on what to say? Just be simple/straightforward?

I would recommend calling for faster service. I simply told them that I wanted to upgrade to HD and my cable company has been sending me mail every week trying to get me to switch and offering free equipment and I wanted to see what D* was offering. She first gave me the $100 off offer, I told that was too much to pay for me and she put me on hold and then offered me everything for free with S/H of $19.95 + tax. Easy peasy.

[K4SMX]

I've always preferred to get my equipment at the local big box stores, since those are guaranteed to be NIB and not 3rd go-round refurbs. Had bad experiences with those, and D* is bad about charging your a/c for a box, even if you send the bad one back the day you got the replacement. Picked up 3 HR-20 700's to upgrade two separate accounts I've had for 1 year and five years respectively, 2 from CC with a $100 new/existing customer rebate and one from BB at a "close as we can price-match" $250.

I made a copy of the CC price tag right off the shelf showing the $100 new/existing customer rebate price of $199, since it was unclear how the rebate was to be provided. CC rep said that, if D* wouldn't give me the $100, to come back, and they would make good on it. He was that sure, after checking, that it did in fact apply to existing customers. We'll see, read on...

So I'm reading about all the deals you guys are getting at $19.95 through Retention, and I'm thinking I'd certainly not expect that on three of them at one time, even with two accounts. I wind up talking to Retention by accident this afternoon, since the CSR couldn't even find my second account, even though I gave him the a/c# off the bill. Typical! (BTW, both a/c's have Premier level programming, so we're talking $3,000 a year they're getting. Plus, I've bought $1,500 worth of now out-of-date receivers over the last 5 years. Made sure she was aware of this.)

Not initially volunteering any info about the $100 CC rebate, the Retention rep adamantly denied that I was entitled to any credits, since I had bought my units at CC and BB. "That was your choice." When I told her I was aware from the web that this was not the case, she offered me 12 months of free HD on each a/c ($240) + plus free install at both locations. WOW! I've never had D* install a single thing ever, and both the AU9S's are installed and working perfectly, so that was at least a beginning.

I told her I knew all about the $19.95 deals others were getting from reading the web, and she said those deals were from "disgruntled customers." I told her, "NO! They are happy customers!" (Good job at appearing disgruntled, guys...) She said they'd just gotten a memo about tightening up on making those deals, which may be true or false, based on today's posts. (Is there a dead Golden Goose out there?)

Then I pointed out that I'd never received my $10/mo 12 month credit on an H20 from a year ago where they failed to mail me my $100 new customer rebate. So she agreed to give me that again, plus another $10/mo 12 month credit on the other a/c. Now we're up to $480, $120 of which I was already due. There was no rationale for why I couldn't have that last $10/mo 12 month credit on both a/c's. She just pulled it out of thin air. $480 was it and no more.

So the way I figure it, I got 3 receivers for $850 - $380 = $470 or ~$157 each. I'm OK with that, assuming I actually get all these credits. I'm still going to CC to find out what they have to say about all this...

[gorhanj]

hey guys, thanks for all the info.

i just became a D* member a few weeks ago. signed up for the SD DVR Plus package and not 1 week later my girlfriend surprised me with a 46" HDTV. So, after reading these posts, I called today to try to get the HR-20 for less than $299. Heres how it went down.

First time I called, was told by a CSR that the best they could do was $299 since it was the newest technology they had, and that the boxes cost $700+ to purchase. Asked to be transfer to someone that might be able to give me a better deal. The person they transfered me to offered the same deal, so I asked to get transfered to Customer Retention. Got disconnected instead.

Called a second time, went through the same process with two more CSR's and asked to go to Customer Retention again. This time I got through and the best I was offered was $199 with the shipping charges waived. Said I couldn't afford it and that I was considering canceling. He said that if I changed my mind the deal would be valid for a week or so.

I waited about 2 hours, was going to call back in a few days but decided to call again tonight. Went straight to cancel account rep. and she asked why I wanted to cancel. Told her that I was getting offers from both Dish Network and Comcast for free HD DVR's. She informed me that I would be charged a $250 early cancellation fee. I told her that I signed up through Verizons triple play package and wasn't told that I would be under a two year contract. She said that I could fight it, but she couldn't promise I would get my $250 back.

So, I told her that I didn't really want to cancel and asked if there was any deal she could offer so I didn't have to. She quoted the $199 price I was offered two hours earlier and offered me the HR-20, the 5 LNB dish, the install for $99 for and waived the shipping fee. I took it right away.

Like I said, I'm a brand new customer, and I got the SD DVR a few weeks ago for free. So overall, I got the HR-20, the 5 LNB dish, the SD DVR (not sure the model number) and the install for $99. The install is set for the 30th. Ill update you afterwards.

Good luck everyone and thanks.

[Mr.Pibb]

Just wanted to share my experience today.
I've been a D* subscriber for maybe 5 years or so. No premiums except for the HD package. I've received many deals over the years from them, free DirecTivo, nearly free HD Tivo, etc..
I currently have an HR10-250 and an R10(?)
I called today and said "equipment upgrade" when prompted for what I wanted to do. I was connected to a CSR quickly. I told them that I have the HD Tivo and DirecTivo boxes and I was interested in upgrading both of them to the new HD DVR boxes. I mentioned that the local cable company is offering some good deals (they are, but I'd never switch to them!).
I was offered a "two for one" deal of $299. I said that it was too much considering I wouldn't have to pay for cable TV boxes up front. She checked the computer and said that there wasn't anything better she could offer me. I politely asked if they had a retention department she could forward me to. She said yes and forwarded the call.
I explained what I wanted to do to the retention CSR, mentioned that the deal offered to me by the previous CSR seemed like too much, and asked what they could do for me. She clicked away for a while on her computer and came back with the $99 for one HD DVR plus the 5 lnb dish, and $19.95 for the 2nd HD DVR (she'd have to run them through as two separate promotions). I was pretty happy, but figured I'd politely push for just a little more. I mentioned that I was currently receving the HD package for free because of a promotion and asked if she could extend the free HD package to help offset the $99 charge. (yea, use the fact that they're already giving me a freebie as a negotiation tool!) She came back with an offer that surprised me. She said that since I would be commiting to an additional two years that she would move me to the PlusHDVR package and give me a $10 discount on that package for the entire 24 months! So, instead of the $69.99 + 4.99 monthly fee, it's only $59.99+4.99. I was currently on an "old" package that was maybe $4 cheaper than the $69.99 for the new package, but after the $10 discount I'll be saving money. Also, although she initially said that I would have to return my equipment, once I mentioned that I owned my equipment and she verified that, she said that I could keep them (hello e-bay? ;) )
Let's hope this all works out as promised:

First HR20: $105.69
2nd HR20: $21.30
Total: $126.99
$10 discount on PlusHDVR package for 24 months (-$240)
Total (-$113.01)
Plus some money for selling the HD Tivo and DirecTivo on E-Bay!
I was very polite the entire time and never "insisted" that I get the discounts, I just asked what they could offer!

[wingrider01]

Not having any luck:( have contacted them 4 times for the discounted HR20. They are firm on the 299.00 price + shipping and handling.

Have been a customer of D* since they hit my area, there is less then 4 months left on my current commitment going to keep checking at least once a month for a better deal, if not Dish Networks looks pretty decent with their new HD-DVR and there is a possiblity that AT&T will have their new fiber services in my area in the next few months.

[Zurc]

Just a follow up on my story. Like a previous person wrote, you definitely need to register online and check your account after you wheel and deal. The lady did not put the waived HD fee for 1 yr in the system, nor did she put the waived S+H fee. I had to call back and got the dumbest CSR in the world. She couldn't understand the concept of a waived HD fee. So I asked for retention and got a competent person who was quickly able to set things straight.
D* would have much more success if they made the retention people the first line of defense instead of some of the clueless CSRs. They really keep them in the dark and I'm sure that's done for a reason.

[Mr.Pibb]

Not having any luck:( have contacted them 4 times for the discounted HR20. They are firm on the 299.00 price + shipping and handling.

Have been a customer of D* since they hit my area, there is less then 4 months left on my current commitment going to keep checking at least once a month for a better deal, if not Dish Networks looks pretty decent with their new HD-DVR and there is a possiblity that AT&T will have their new fiber services in my area in the next few months.

Make sure you ask for retention. The standard CSR's wouldn't budge on their deal. You also may need to wait for your commitment to expire. They are probably less willing to give you a deal if you can't go anywhere else anyway. When the commitment expires you aren't automatically committed for any period of time, you could wait till then to decide between your options.

[Mr.Pibb]

Just a follow up on my story. Like a previous person wrote, you definitely need to register online and check your account after you wheel and deal. The lady did not put the waived HD fee for 1 yr in the system, nor did she put the waived S+H fee. I had to call back and got the dumbest CSR in the world. She couldn't understand the concept of a waived HD fee. So I asked for retention and got a competent person who was quickly able to set things straight.
D* would have much more success if they made the retention people the first line of defense instead of some of the clueless CSRs. They really keep them in the dark and I'm sure that's done for a reason.

I just looked and see that instead of the 24 months at $10 off that was promised, it says 12 months. It's still a good deal so I'm not sure if it's worth it to call and try to get it corrected. My other equipment fees were charged directly to my credit card, so I'll be keeping a close eye on that.

[Folin]

All I can say is keep trying boys. I called last Friday to see what they’d offer us on swapping out 2 HR10’s for HR20’s. Best the rep would offer me was $99 for both units shipped/installed.

My wife called Saturday night and within ½ hour she had both units out for Monday installation at $0.00. She’s always been much better at this stuff than I.

Not sure what she said exactly, probably mostly complained about how awful the HR10’s had been over the prior few years (even though we loved 'em).

D* had sent out no less than 5 replacement HR10’s for HDD failure, HDMI failure, etc.

So get your ‘salesman’ mentality going and look at a “bad offer” as a challenge more than a failure. I’d ask for Customer Retention if you’ve been w/ D* for any amount of time, say after your 2nd or 3rd call. They have much broader range of options vs. 1st tier support.

[Zurc]

I just looked and see that instead of the 24 months at $10 off that was promised, it says 12 months. It's still a good deal so I'm not sure if it's worth it to call and try to get it corrected. My other equipment fees were charged directly to my credit card, so I'll be keeping a close eye on that.

You should have it corrected if it was promised. I think they do this thinking that most people won't notice or bother trying to fix their mistakes.

[Mr.Pibb]

You should have it corrected if it was promised. I think they do this thinking that most people won't notice or bother trying to fix their mistakes.

I just sent an e-mail since I don't have the patience right now to wait on hold and try to explain it all again. :D If that doesn't work, I'll give them a call again.

[Isteele]

Thanks for everyone's help here. Called yesterday to upgrade from UltimateTV (i'm going to miss it) to HD-DVR. Now I haven't been under contract in 6 years and we qualified for mover's package so YMMV.

1st HR20 - $20 (shipping and handling) - as mover's discount

separate ticket (I don't know why, but I think because of the mover's thing)

2nd HR20 - $20 (shipping and handling)
1 HD regular receiver - $99 + $20 (s+h)

plus HD free for a year + $10 credit per month for a year
and free install (they actually have to come out for two separate tickets arghhh)

So HR20+HR20+HD receiver ~ $150
minus $120 (credit for a year) minus $120 (HD for a year)

Overall very pleased. Possibly could have done better, but my time and aggravation aren't worth extra calls. Also I initiated contact by email asking how could they compete with HD-cable and they put me in touch with retention.

Only thing I don't like is that they have to install on two separate tickets - so one install on Sunday (yes Sunday) and the next on Tuesday.

[wingrider01]

Make sure you ask for retention. The standard CSR's wouldn't budge on their deal. You also may need to wait for your commitment to expire. They are probably less willing to give you a deal if you can't go anywhere else anyway. When the commitment expires you aren't automatically committed for any period of time, you could wait till then to decide between your options.

Actually to move now would cost me less then 1/3 of what I am paying D* monthly. Dish has a pretty good offer right now in HD, wife is looking over the channel list right now and comparing it to what she watches and what the kids watch. we may move sooner then Sept. I own my equipment so I can always dump it on ebay after I leave.

[markrubin]

Beware of what a CSR tells you Versus what you get:

I negotiated what I thought was a good deal to upgrade:

D* is to give me a new Slimline dish, four new HD receivers, and two new HD DVR's for $635.00 less a $400.00 credit for a total of $235.00 and 6 months programming credits $20.00/month for 6 months

But today I checked on line my account and was billed $635.00: the $400.00 credit was not listed

Beware of DirecTV: I have been a customer for over a decade and have lost all faith in this provider

[TylerWM94]

I called 2 days ago to see what deal I would be offered to get the HR20. I have been with D* for 6 years and do not have a commitment. The best they said they could do is $199 for the HR20 and $10/month for HD service. I mentioned possibly switching to cable, but didn't press the issue. I was transferred to someone else, but she didn't budge.

Yesterday, I tried again and said I'm not going to pay the $199 upfront and that I'll probably switch to cable if I can't get a better deal. The CSR offered $150 for the HR20, but nothing else. I started to say, "well, thanks anyway, but I don't think I'm going to do it" when she said she could transfer me to a special department (retention, obviously) that could maybe offer something else. The woman at retention asked me a bunch of questions about what cable company and what their costs were (which I told her honestly). Then, she asked me "Are you going to leave D* if you don't get a better deal?" Of course, I said yes (and I probably would have). Then she offered me the HR-20 for free (no delivery/handling charges) PLUS $10 credit for the HD Service for a year. I couldn't say "yes" fast enough. The only bad thing is that I have to wait 2 1/2 weeks to get it installed.

[Zurc]

Beware of what a CSR tells you Versus what you get:

I negotiated what I thought was a good deal to upgrade:

D* is to give me a new Slimline dish, four new HD receivers, and two new HD DVR's for $635.00 less a $400.00 credit for a total of $235.00 and 6 months programming credits $20.00/month for 6 months

But today I checked on line my account and was billed $635.00: the $400.00 credit was not listed

Beware of DirecTV: I have been a customer for over a decade and have lost all faith in this provider

Call again and go to retention. The person should be able to see if the original person you spoke with actually offered the $400 credit. If they see that it was at least offered they will go ahead and clean up the mess the other person left.
This has happened already to three of us in the last day. Glitch, human error, or smoke and mirrors?
Check your account online people. Account activity can be checked in real-time.

[JoeyJoJo]

I was just pleasantly surprised by my call in. I've been considering replacing the H20 in our bedroom with an HR20 (which would be my second), and I called in to see if there were any deals. Jermaine said at first that there weren't, but they could break the $299 up into 3 payment. I said I'd think about it and then asked if they had any deals for going to Premier from my current package.

He put me on hold for a couple of minutes, then came back and said that he could do an HR20 for free plus $19.95 for the handling charge. Unfortunately he could only give $5 off premier for 6 months. So I have another HR20 arriving on Tuesday, but will be sticking with Total Choice Plus for now.

Standard CSR too, I didn't have to go to retention or anywhere else.

[Chardo]

I'm a relative D* dinosaur, customer for 5 years with my original two Ultimate TV receivers, a third basic receiver, Total Choice Plus with HBO and Sunday Ticket, occasional PPV purchases. Bills paid on time every month. Basically a great customer who has paid them almost $7K since 2002.

It's time to step up to HD, but I cannot live without DVRs. I need a package that will include at least 1 HD DVR (2 if possible) and one standard DVR, plus any dish/switch/wiring upgrades that may be required.

I can certainly switch to Optimum or Fios, and get everything I need at little cost beyond the monthly bill. I don't care all that much about a higher bill, but I don't want to pay a lot upfront to upgrade. My initial deal 5 years ago was better than free after rebates, so I'm spoiled.

Who should I call, what should I ask for, what should I expect to settle for?

[MikeR]

Well after previous calls were unsuccessful, I decide I would not be denied today without greater effort. I called three separate times this afternoon, no success. On the 4th attempt, I was transferred to the "technical" department....and was greeted by a very cordial rep who provided me with the HR20 for 19.95. Woohoo!! Jackpot....install this Saturday:D

[MikeR7]

Good work Bro!

[Isteele]

I'm a relative D* dinosaur, customer for 5 years with my original two Ultimate TV receivers, a third basic receiver, Total Choice Plus with HBO and Sunday Ticket, occasional PPV purchases. Bills paid on time every month. Basically a great customer who has paid them almost $7K since 2002.

It's time to step up to HD, but I cannot live without DVRs. I need a package that will include at least 1 HD DVR (2 if possible) and one standard DVR, plus any dish/switch/wiring upgrades that may be required.

I can certainly switch to Optimum or Fios, and get everything I need at little cost beyond the monthly bill. I don't care all that much about a higher bill, but I don't want to pay a lot upfront to upgrade. My initial deal 5 years ago was better than free after rebates, so I'm spoiled.

Who should I call, what should I ask for, what should I expect to settle for?

See my post from earlier today, because we have a somewhat similar setup (I am another UltimateTV holdout). I had good luck emailing them and telling them that I was thinking of switching to cable. With your history I wouldn't settle for anything less than 2 HD-DVRs for shipping and handling. If they want to charge you for anything for equipment, see what they can give you credit for on your account. They seem to be willing to sacrifice more on the programming than equipment (makes sence since that is of no cost to them).

The key is if you don't like the offer, you can call back again later.

Oh, and expect to get a two year contract. Don't worry about installation - they will throw that it for free.

[Pakratt]

I just replaced my Ultimate TV with an HR 20-700. Best deal I could get was $199 plus $19.95 shipping. My account was then credited with $100. This is my second HR 20. D* made me wait 6 months for it. D* loses $5 a month when you replace an Ultimate TV with a second receiver...ie $9.95 vs. $4.95. My first HR20-700 was free. Just had to pay the $19.95 shipping. Dish and switch were included.

[Geekzilla]

Several weeks ago using the movers connection line I got them to give me 5lnb dish and 2 HR20's completely free. I do have 2 ($1000) HR10's which remained on the account and still show owned in the system. The guys said something like "boy they really take care of you 5 star customers", and for once I truly didn't feel like I was being taken advantage of. I did commit to another 2 year contract, as I was almost over my previous commitment. Install went great and I'm very happy.

[MikeR]

Only thing I don't like is that they have to install on two separate tickets - so one install on Sunday (yes Sunday) and the next on Tuesday.

See if you can change your install date online.

[MikeR]

Good work Bro!
Thanks - Happy I got the deal I did!! Of course, this evening my sister-in-law called me to find out if there was any way to upgrade to a H20. After sharing my story, she proceeds to get a HR20.......no shipping $!:p

Bottom line....I have a HR20 now! (checked my account already to verify price.)

[Isteele]

See if you can change your install date online.

Tried it already and no luck. I could change the tickets to the same day, but it would be later in the week. I would rather have them come earlier and do half of it, than later and do the whole thing. I am trying to find out who the local installer is to see if they can do anything. Any ideas on how to find out who your installer company is?

[MikeR]

Others on here probably know....but I found a site that will locate an installer for you.

http://www.dbsinstall.com/Search/installersearch2.asp

also Directv will give you the local installer phone #.

[rabit ears]

Well, I've got to tell you that this forum is definitely worth the membership fee:lol:

It did take 9 calls (part of that was my fault, I had to run off to meetings) but I got the HR20 for $19.95 S&H. I'm also moving to the PLUS HD DVR service with a $10/mo credit for the first year. The result is an overall $7 decrease in my monthly bill.

One of the things that I found to be of interest is that despite nearly 13 years (this September) as a customer, I had to threaten a move to cable (which is possible since I just added cable for DSL and VoIP service) before the offers came through. Past experience has me wary of the new ownership, it would be really nice if we could see a turnaround in the way customers are treated.

Keep up the good work guys.

[ejjames]

Was offered the HR20 for $299 back in Feb.. They added $10/month for 12 months and $20/month for 6 months, bringing the cost of the receiver to $60/w shipping. Not bad at the time.

Then last week I heard of people getting free HR20's, or for the $19.95 shipping. I very politely called and said I may be interested in one for the living room. She said since I paid full-price for the first one, she could offer the second free, not even a handeling fee.

Just for fun, (and not expecting anything more), I asked if they had any programming deals. This is what she offered.

An extra $10/month for 6 months
2 months of Showtime
3 months of HBO
3 months of Cinimax
3 months of Starz

I thoughtI hit the lottery. I thanked her and wrapped up the call before she could change her mind.

eric

[mobouser]

The deals are getting better!!
I think that Dish is stealing a ton of customers from DirecTV and they have to lower their lease pricing to compete. Remember that you can get the equipment for free from Dish with a better quality picture and so how can they penny pinch their loyal customer base for their poor business decisions. I am either going to get this stuff for nothing or its the highway for me. Just my 2cents. Paul D

[wingrider01]

The deals are getting better!!
I think that Dish is stealing a ton of customers from DirecTV and they have to lower their lease pricing to compete. Remember that you can get the equipment for free from Dish with a better quality picture and so how can they penny pinch their loyal customer base for their poor business decisions. I am either going to get this stuff for nothing or its the highway for me. Just my 2cents. Paul D

Unfortunately looks like they lost another customer to Dish, have tried to get a better deal then the default a number of times, on the last call tthe csr told me not to try again since there will be no "deal". Been a customer since the 90's, never late on a payment, have not made an upgrade since I had the HR10 installed when it first became available.

My commitment is up in about 45 days, as of that time I will be shifting to Dish. wife has compared channels on what she watches and what the kids watch and dish has all of them plus. Paid full price for the HR10 years ago and not willing to do the same for the HR20

[mikieminnow]

Called last weekend and was quoted $199. Emailed earlier this week and they called back today. Told them that I had seen where some were getting the equipment for free, paying only $19.95 shipping. Ended up getting that deal today. Install on July 3 (if the satellites are in the clear around all of my trees). Looks like I should have pushed a bit more for programming! :)

[billbillw]

It was a major struggle, but I was able to get a second HR20 for $99+tax, just 3 weeks after getting my 1st (along with Slimline) for ~$21.

I called and was offered a replacement HR20 for $99, but I had to be transferred to a different department to process the order. After I was transferred, I was told that I could only get it for $199. Finally spoke to a manager, who said he couldn't do it unless I returned my "owned" HR10, which I wasn't going to do because it is worth too much on Ebay. He finally sent me over to retention who amazingly was able to give me the $99 deal without any problems. Of course, they can't just ship it, they have to have a tech come out and that means I have to wait until July 3rd, which was the earliest available. The entire call took about an hour, which was a huge difference compared the easy, quick call to get the 1st deal. Hopefully, this is the last call I have to make for quite some time.

[hobbes4444]

I'll also echo the earlier posters re verifying your deal on the website. My 2nd HR-20 that was supposed to be $99 showed up as $199. Email solved that problem. But the other problem was the change in the base package. I went from TC+ with HBO/Starz, HD, DVR for $92, to Premier with HD for $110 less $10 per mo credit for 12 mos.

First, my DVR service went out. Got that fixed, then HD went out. Got that fixed, but the CSR added back in my previous set up with HBO, Starz and the DVR service, all of which are included in Premier. Fixed that today. But they also added back in the protection plan that I never ordered and only noticed recently. At least I had it taken off, but now i have to fight to get credits for that from the point it was imposed on me without my authorization.

On that note, the CSR said the leasing program does not cover replacing defective receivers. I understood it to be the opposite. That with the leased equipment, it would be replaced for the handling/shipping cost only. THe CSR said I would have to pay the full price of the receiver to replace it. That can't be right, can it? There is conflicting info on the other forum groups, i.e., some say leased boxes are replaced, some say they are not. What's the real deal?

[highheater]

I am a DTV subscriber for 10 years with a very old Sony reciever, non-plus package without locals, MLB package, sports package, and a grandfathered Golf channel (thru sports w/o plus). I wish to upgrade to HD and actually prefer to OTA throught an antenna, don't need plus but want to keep the Golf and sports packages.

I currently travel for my job and maintain one older address during the weekend (with DTV) and another newer one during the week (use Slingbox to watch DTV). Eventually I would like to flip-flop these two - establishing my DTV (along with an HD upgrade) at the newer address and use the Slingbox at the old address.

My question is - am I likely to get a better deal

1) leveraging my past trying to upgrade to HD at the old address and move things later.

2) mention that I'm moving and try to get an HD upgrade as part of the move.

3) Sign up as a new subscriber at the new address using the name of someone else in the house.

What can I expect under the three scenarios?

Thanks in advance.

[AlbertZeroK]

1) leveraging my past trying to upgrade to HD at the old address and move things later.

I'd dump this, if you want to move, do it with the upgrade.

2) mention that I'm moving and try to get an HD upgrade as part of the move.

Good option. Mover's connection can sometimes give you good deals. Best way if you want to keep your grandfather'd package. Remember to tell them you are looking at DISH as well and know what the DISH and local cable deals are. Also make sure you know what the current Directv deals are for new subscribers. The more you know and show you know, the more they understand you are really looking into your options.

If mover's connection can't give you a good deal, call retention and threaten to disconnect your service.

3) Sign up as a new subscriber at the new address using the name of someone else in the house.

Might be the best deal. But you'll loose your grandfather'd package.

[Haps]

Not a deal on a receiver but I called DTV yesterday to deactivate one of my Directivos and asked the CSR if they have an offers for me. She put me on hold and came back with 2 months of Showtime and $10/month off my bill for 12 months.

Glad I called and asked.

[ATARI]

Just got off the phone with D* and made what I think is a great deal.

$125.49 for an HR20 and an H20 and a new dish, plus a $10 a month credit for a year, equals net cost of $5.49. Plus as I am a 'valued customer', I am getting 3 months of movie channels for FREE.

[deadseasquirrel]

Well, that ended up being a lot harder than I thought it was going to be. A little b/g on my account-- 3 yrs+ customer, 8 receivers, all channels except sports packages, and never order ppv. 2 HR10-250s that I own.

So, having heard all of the folks getting deals, I figured I would have an easy time with it. I wanted 2 of the new HR20s and, since I have a 3rd HDTV arriving in a few days, I really needed 3.

The first CSR only offered the $199/receiver deal for me. Said there was nothing else available. I mentioned some of the locking-up issues I've had with the HR10-250s lately and she said that it sounded like a tech problem and that she would forward me there. I figured that maybe it was a good thing and that someone in tech would offer something better. Instead, they wanted to do a truck-roll and test my 250s to determine if the problem was with them or something else in my system. *IF* they could determine it was my 250s, they would replace them with HR20s, but I would need to call and get an appt scheduled, it would cost $70 plus $20 for each receiver, and the whole process would likely take 2-3 weeks. The tech manager echoed that it was the best they could do. I asked to be transfered to retention to check to see how much longer I had on my contract. The tech manager said it wouldn't help, but transfered me anyway.

Long story short (too late for that I suppose), it took a while of back and forth, but I finally got 2 HR20s for $20 to switch out for my 250s, and then he had to place a 2nd order to get the 3rd HR20 (since it was just a new box and not an "upgrade". This one was also at no cost except for the $20 handling. So, all in all, I'm happy with 3 HR20s for $40 total. Especially since we started out with $600 to begin with.

[lmurphy]

Sounds pretty good. I just called yesterday and got my 2nd Hr20 for shipping only. Asked for retention and told them I would like a 2nd HR20 and the install is set for this Sat morning. I recieved my first one for free with no shipping also. I feel pretty lucky for the most part.

[nc_eagles_fan]

2 HR20s and slimline dish-

1st HR20= free
2nd HR20 = $99 + 20 shipping
= $119

- $10 month for 12 months credit
- $10 month for 6 months credit
- free NFL Superfan

Net DTV paid me $40 and Superfan :D

[omj]

I called today and inquired about a regular dvr upgrade for free. I played it cool and mentioned I was interested in the HD pricing. For the HD DVR the lady told me 299 with a 100 rebate. I told her that was way more than I wanted to pay. She transfered me to the HD department. That guy told me 99 dollars. I told him I would probably just go with the basic dvr and he told me to hold. He came back on and offered it to me for free if I just paid the 19.95 for shipping. I took it. Not a bad deal just had to agree for a 2 year contract.

[dklawik]

this forum was a lot of help! I currently have the HR10 and a few of the old standard receivers. I now have 2 HDTV's so I needed to upgrade my HR10 to a HR20 plus get a second HR20 for the other HDTV. I haggled for a while with the CSR and he put me on hold and then came back and offered both of them for free. Just the $19.95 shipping charge. He didn't even try to offer me the $299 or $199. But of course they now have me for 2 more years. Good luck to everyone!:)

[RAD]

IMHO, I yhink I'd be waiting until at least D10 makes it off the pad before making any new 2 year commitments. If something should happen with the launch then we're looking until 2nd half 2008 for more HD and I know I'm not going to wait that long.

[anubys]

IMHO, I yhink I'd be waiting until at least D10 makes it off the pad before making any new 2 year commitments. If something should happen with the launch then we're looking until 2nd half 2008 for more HD and I know I'm not going to wait that long.

totally different opinion: the unit I'm really waiting for is the one that will handle everything for the home (can't recall the name of it)...this would be a unit that can be stored in a closet and service all your TVs via a single cable (to each TV)...it would be stackable for increased capacity/tuners...it would basically serve the purpose of a multi-switch with the capability to record 4+ things at once...

I signed up now so the 2-year commitment is up when those babies come out ;)

[AlbertZeroK]

totally different opinion: the unit I'm really waiting for is the one that will handle everything for the home (can't recall the name of it)...this would be a unit that can be stored in a closet and service all your TVs via a single cable (to each TV)...it would be stackable for increased capacity/tuners...it would basically serve the purpose of a multi-switch with the capability to record 4+ things at once...

I signed up now so the 2-year commitment is up when those babies come out ;)

If you are always waiting for something better, you'll never be happy. Take the HR20 now, in 2 years I hightly doubt what you want will be available.

[anubys]

If you are always waiting for something better, you'll never be happy. Take the HR20 now, in 2 years I hightly doubt what you want will be available.

I agree...if you read my quote ;) , you'd notice that I said I signed up now...I got the HR20 to start the clock ticking on the 2-year commitment...I want to be a free agent when that "something better" comes along!

[john18]

FWIW, I have both a HR20-700 and a HR10-250 (which has been starting to get flaky anyway) and after receiving an email from D* today I called to see what kind of deal I would get. Since I already had the service plan they said free plus the $19.95 delivery charge. I said OK and it is being delivered and installed on 7/3.

I didn't need to speak with Customer Retention at all. The first CSR gave me all the info and switched me to the Installation Department and the whole thing was over and done in ten minutes.

[Rixx]

I'm currently using 2 HR 10-250's. One purchased, 1 leased.

I was getting concerned about the upcoming NFL ticket in HD. Knowing I won't be able to see them with what I currently have. FInally decided to make the call.

Told 'Robbie' i wasn't happy with not being able to watch football in HD. Also told him I didn't want to give up my purchased HR10-250, for a leased receiver I never own.

He told me they would replace the leased unit no problem, no charge. Also replace the purchased one with a new one. (so far, so good!) He went to write it up and the computer wouldn't allow it. The '6 month' issue came up. He tried to get me and go ahead with the deal anyway. Saying 'we give you one new one now, another 6 months down the road'.

Nope, can't do that! We have serious football fans here! Have to be able to watch two SEPERATE teams at the same time, on different TV's.

He had to write it up as 2 seperate orders, and it went thru. Along with a few bonus items!!!

2 HR 20 700's....................0

installation........................0

New Dish...........................0

HBO Free.....(6months)......0

SuperFan...........................0

Shipping.............................0
--------------------------------------------------------------------------------------------------------

Plus 10.00 off monthly bill for 6 months, AND I get to keep my HR10-250!



I'm a happy camper!! Of course they got me for another 2 yrs!! (I already had 1 yr to go with them anyway on contract, so essentially an extra year)


Thanks DTV!!

Rixx

[zums]

Hello all -

First post here at DBSTalk (thank you, thank you) though I have come to browse quite a bit recently... what a great resource this place is.

So what finally pushed me over the edge to posting? Well, here is my situation:

Currently, I live at home w/ my parents and have since graduating college, you know the whole no rent/save money while working first real job thing. Well I havent saved *all* my money as I bought an HDTV back in February and upgraded my parents' DirecTV plan to the HDDVR package. However, since discovering this site I have realized I was pretty naive with the whole thing. I purchased the HR20 at Best Buy at the same time I got the HDTV to take advantage of the 36M 0% financing. Paid full price and really didnt think too much of it. Called and set up the installation, no credits or anything like that, really didnt even ask. Me = uninformed.

Now, my parents have been DirecTV customers since at least 2000, if not longer. Two receivers, standard def TV and really no plans to upgrade soon. However, I will be moving out around August 1st and living w/ my girlfriend. I will be taking my HDTV and HR20 with.

My question is, what effect will that have since technically everything is under my parents' account service-wise? It seems like most of the posters in this thread are existing customers looking to upgrade and getting some nice deals... I will technically be a "new" customer for the first time - are these type of deals available to me as well? Also, is there an issue taking the current HR20 with when I move? Finally, at the new house we will have one HDTV (mine) and one regualar tv for now (GF). I definitely plan on upgrading to another HDTV but not immediately, but I would like to be prepared for when I do by getting another HR20 for that. Is it possible to get an HR20 even though I will not have it hooked to an HDTV?

Sorry this got a little long-winded. I would greatly appreciate any information applicable to this situation or some advice on what to do/who to ask for/what to request when I finally make the call to get set up sometime in July.

Thanks again!!

-zums

[Baraccus]

Well another success story....My sister-in-law called to get the HD receiver for free and they just gave her the HR-20(20 bucks shipping), Superfan, HD access for free and a discount on premier....SO I called yesterday too and had no luck. I had just called a couple days ago and got superfan for free so I figured I used up all my cookies on that call.
Well my wife called again this morning and and said "My sister got the HD DVR for free and I want it free too" the CSR told her that she had worked there 6 years and never seen it given away...after being put on hold somebody else got on the phone and said "ok you want it for free...here you go" we paid the 20 bucks shipping and they will be out here on Monday...

Just thought I'd pass it along, I don't really post much on this site, just kinda Linger...But this is good info to pass. All you gotta do is ask for it and you can get it...Superfan, and HD DVR......SWEET!!!!!!!!!!!!!!1

[nothinguseful]

I just discovered you guys today and I have to say THANKS! You saved me $200 with this thread. Funny thing is, you were linked off of the DirecTV website (tech support forum).

I will relate my experiences in case anyone is keeping track. I am a nearly 4-year D* customer, Total Choic Plus with DVR the whole time. No premiums, no sports packages and very few PPVs and only one receiver, an old 40 hour DirecTivo.

Anyway...

I called D* this morning after reading through this thread and was "offered" $299 to upgrade to an HR-20. I told her that was not too great and she lowered it to $199. I said that still wasn' t great as my local cable companies are offering HD service at about the same cost with no equipment cost and no commitment. She apologized profusely but said she couldn't go any lower. I repeated that I would likely have to go with cable if she couldn't help. She apologized more but told me she couldn't do anything else - end of call.

This afternoon I sent an email saying the usual stuff that you guys recommend. I then went back and read another four or five pages of this thread and decided to call again and see what happened. This time I led with telling them I was considering HD service but that D*'s equipment costs were high and that I had been reading that many people were getting the HR-20 for WAY less than $199. She came back with $100. I replied that cable had no equipment charges. She then said (and in retrospect it was a leading, scripted question), "So you are saying that you will go with your local cable unless you can get the equipment for free?" I didn't understand her so I started in on another long explanation about my situation. She cut in and repeated, "ARE YOU SAYING YOU WILL GO WITH YOUR LOCAL CABLE UNLESS YOU CAN GET YOUR EQUIPMENT FOR FREE?" I finally figured out what she meant and responded that yes, that is what I was saying. She then said she was going to forward me to "special department" to see if they could help. In a few minutes I was transferred to what was obviously retention. The rep there reviewed the notes, saw the $100 offer and asked if I would like to go ahead and process that. I just came out and said that I was looking to get it for free. She repeated what the other rep had asked, that if I didn't get it for free, I would switch to cable. I said yes, she "checked her system" for a moment and came back with the same offer everyone else here is getting: $19.95 plus S/H for a total of $21.51 for an HR-20, 5-LNB dish and installation on Monday. Two year commitment was required (there is a $12.50 x months-remaining-on-commitment early term fee with a max of $300 if anyone wanted that info).

I realize that was a LOOOONG first post, but I wanted to get the whole story in there for anyone else who happens along.

Basically, you guys rock! Thanks for being here.

[wassct]

Just got off the phone with Directv and got a second HR20 for $20 shipping as well. It was my first call, just regular CSR not retention and explained my brother just got the deal after he tried to sell me the $199 deal. I got my first HR20 in February so it's not quite six months yet.

[johnnymac96]

Hello All, thanks for the heads up -

I finally splurged and bought a new TV this week so I called DTV about upgrading to HD. The first customer service rep tried to sell me on the $299 deal and when I asked to speak to Customer Retention I got put on hold for what seemed like forever. I finally hung up after 10 minutes and sent an email instead pointing out that I have subscribed to Premier and NFL ST for 9 years now and didn't think I needed to pay very much upfront for an HR20. I got a call back yesterday on my voicemail with a "special" callback number and PIN, and when I called today the rep said, "no problem" and scheduled an install for July 11. Total cost was $19.95 billed to my account with NO commitment, no questions asked. It was MUCH easier than I expected.

I wouldn't have even thought to ask for it for "free" without this forum, so thanks to everyone for letting me know it was possible. I can't wait for everything to finally get here and get installed!

Thanks again.

[chris0]

Kind of a long story, but...

I called D* (using the # on my "special" card they sent me a while back) and said "equipment upgrade" at the voice prompt. I got a CSR, told her I wanted to upgrade my HR10 to an HR20. She put me on hold for a minute and came back to tell me of an offer. Because I was an A list customer I could get up to 3 new HD DVRs plus install for only $49! I really only wanted one, but could use two, so I said, "sure, I'll take two." They weren't free like many offers posted here, but I was only 5 minutes into the call and didn't even ask for a deal, so I figured this was pretty fair. Only problem was, I wanted them to also install the OTA, she was new and that department was closed (it was after midnight.) She gave me a # to call the next day and told me to mention the offer.

I called back the next day using the number she gave me, only said "Upgrade" this time at the voice prompt, and told the CSR about my previous call. No go. They could offer the HD DVR for $199, that's it. I asked to speak with her supervisor. When she came on she was adamant that the $199 deal was the only one I could get and apologized that I got wrong info the first time. I said "no thanks" and hung up.

Called back today, said "equipment upgrade" at the voice prompt, told the CSR I wanted to upgrade my HR10 to an HR20, she put me on hold, came back and said the upgrade would be free, I just had to pay the 19.95 S&H. We still had trouble getting the OTA attached (took about 40 minutes, one disconnection and 3 transfers to another department) but I'm getting the upgrade with the antenna installed on the 12th.

Interesting note about the last call. When I told the CSR I wanted to upgrade, he said, "so you want the HD TiVo?" I said, "well, I want the HR20...I don't think you guys deal with TiVo anymore, do you?" He said, "I'm, uh, not sure." He was a little clueless the whole time, but he tried hard.

Now I don't know if it was a coincidence, but each time I asked for "equipment upgrade" I got the good deal. I was also connected to a CSR right away. When I only said, "Upgrade," I then had to hear about many programming options, so I was definately taken somewhere else than before. I'd be interested to see if others try it with the same results.

I've been with D* since 04/03 and have (the old) Total Choice Plus and a few premium channels. The number I called is 800 353 4388.

p.s. Thanks to everyone who posted here with their deals. I would've paid $180 more if it hadn't been for you.

[shotdisc98]

Hello all -

First post here at DBSTalk (thank you, thank you) though I have come to browse quite a bit recently... what a great resource this place is.

So what finally pushed me over the edge to posting? Well, here is my situation:

Currently, I live at home w/ my parents and have since graduating college, you know the whole no rent/save money while working first real job thing. Well I havent saved *all* my money as I bought an HDTV back in February and upgraded my parents' DirecTV plan to the HDDVR package. However, since discovering this site I have realized I was pretty naive with the whole thing. I purchased the HR20 at Best Buy at the same time I got the HDTV to take advantage of the 36M 0% financing. Paid full price and really didnt think too much of it. Called and set up the installation, no credits or anything like that, really didnt even ask. Me = uninformed.

Now, my parents have been DirecTV customers since at least 2000, if not longer. Two receivers, standard def TV and really no plans to upgrade soon. However, I will be moving out around August 1st and living w/ my girlfriend. I will be taking my HDTV and HR20 with.

My question is, what effect will that have since technically everything is under my parents' account service-wise? It seems like most of the posters in this thread are existing customers looking to upgrade and getting some nice deals... I will technically be a "new" customer for the first time - are these type of deals available to me as well? Also, is there an issue taking the current HR20 with when I move? Finally, at the new house we will have one HDTV (mine) and one regualar tv for now (GF). I definitely plan on upgrading to another HDTV but not immediately, but I would like to be prepared for when I do by getting another HR20 for that. Is it possible to get an HR20 even though I will not have it hooked to an HDTV?

Sorry this got a little long-winded. I would greatly appreciate any information applicable to this situation or some advice on what to do/who to ask for/what to request when I finally make the call to get set up sometime in July.

Thanks again!!

-zums

I did the same thing when I moved from my parents, but it was SD and 6 years ago. I started a new account, got the free install, and free cheapo receivers. After install, I deactivated a cheapo receiver and activated my better one from the parent's house. No big deal since the receivers were owned at the time. I'm not sure how it works now getting an HR20 for SD TV, but I would think it wouldn't be that big of a deal since you will be getting an HD setup for your place. Good luck!

[AlbertZeroK]

I did the same thing when I moved from my parents, but it was SD and 6 years ago. I started a new account, got the free install, and free cheapo receivers. After install, I deactivated a cheapo receiver and activated my better one from the parent's house. No big deal since the receivers were owned at the time. I'm not sure how it works now getting an HR20 for SD TV, but I would think it wouldn't be that big of a deal since you will be getting an HD setup for your place. Good luck!

The problem is that I don't think he "OWNS" his HR20, I think it's leased, which means when it's deactivated, it will have to be sent back to DirecTV.

Perhaps the thing to do is transfer your parent's account to your name, do a mover's connection to your new place and set up new service for your parents. But I'm sure DirecTV will split the account for you, the problem may be finding a customer service agent that knows how.

[highheater]

Do you have to be upgrading from a DVR to the HR20 to get the $19.95 deal? Is anyone getting this price upgrading from a non-HD non-DVR reciever?

[Michael D'Angelo]

Do you have to be upgrading from a DVR to the HR20 to get the $19.95 deal? Is anyone getting this price upgrading from a non-HD non-DVR reciever?

A lot of people have got the $19.95 deal without upgrading but you will have to call and see what they offer you. I think it has a lot to do with your account. How much you pay a month, do you pay your bill on time, and so on.

[speedy4022]

A lot of people have got the $19.95 deal without upgrading but you will have to call and see what they offer you. I think it has a lot to do with your account. How much you pay a month, do you pay your bill on time, and so on.


I would have to agree I had an easy time getting this deal but I have been a customer since 96.

[deltwalrus]

First, let me thank you all for posting such useful information. I might not have persevered with this had I not known about the deal you could (eventually) get.

My first call -- saying "equipment upgrade" at the prompt -- yielded a woman who, after I told her I wanted an upgrade, told me that their "systems were down," although I could hear two or three other conversations between CSRs and customers in the background. :nono2:

My second call 90 seconds later got a fellow who offered me an upgrade for a "special summer promotional price" of $99. (The systems must have been back online... I want to work IT at THAT call center...) When I told him that others were getting it for free, and that digital cable did not require me to pay such equipment fees, he asked if there was anything else he could help me with. :eek2:

My third call 5 minutes after that got me through to a guy who answered "DirecTV technical support." Uh-oh. I said, "Umm, not sure if I got patched through right, but I wanted to ask about an equipment upgrade." He said he could definitely help me with that, seemed very knowledgeable, and offered me the receiver for no cost, just $19.99 S&H (plus tax). I do not have to swap out my HR10-250 (which I bought myself 2+ years ago).

I think what happened was that they realized, through records of when/how often I called, that I was smarter than the average bear and was not going to get sucked into paying $(1)99 for an equipment upgrade. Or maybe I'm giving them too much credit and I just got lucky... either way, don't care.

I did not ask for programming credits, as I am not a good haggler. However, I do have a 30-day free trial of Time Warner HD+DVR starting tomorrow. If it seems worth keeping (at $20/month LESS than D* charges me now), I plan to call DirecTV back and tell them what a shame it'd be to have to make that switch. But I never make threats I'm not willing to follow-up on, because I'd feel awkward if they said "Okay, let's get you disconnected" and I'd have to say "Umm, noooooooooooooooooo" :lol:

For the record, no one ever mentioned to me any 2-year committment, though I'll be interested to see the paperwork I'll have to sign this Thursday, when the D* installer brings the new mega-dish and the HR20.

Sorry for the huge first post, but I wanted to let everyone know my experience. I'll post again after I make my "threat."

[Smedley]

Contacted DirecTV today as we recently got notice that our NFL Ticket was about to auto-renew.

Told the rep that we were on the fence about renewing the ticket, and that we had recently purchased a new HD TV and expected to purchase another in a few months. Asked what we could do in terms of equipment, and programming.

What we finally ended up with was an HD DVR for the $19.95 everyone else is getting. A regular HD receiver for $19.95 (couldn't get him to do a second HD DVR). HD free for one year, and no lease charge on the equipment for one year. Two year commitment.

I tried to get the SuperFan added free to our NFL Ticket but he wouldn't budge on that. I told him I'd have to discuss with my wife on whether we wanted to renew and left that where it's at. I'd be curious to hear how others are getting the SuperFan added free because I made an initial call toward the end of last football season and they wouldn't even do it for the remainder of the season.

Regardless, they'll install this Saturday. I'm jacked.

[5678YN]

I went from the H10/3 lnb to the HR20/5 lnb last friday; install this Thur. I tried to get the $19.99 deal but rep explained that that was only for existing DVR customers. The quoted price was $199 but I was able to get that down as I got a $10 program discount for the next 12 months. I could have gotten the H20/5 lnb for zip but I figured $80 for the DVR wasn't too bad. I needed to update to the 5 lnb dish anyhow so I can get my RSN's in HD and the new HBO HD channels that are coming. Have HD OTA now but obviously not the RSN's for sox, bruins, celtics.

[mobouser]

Its Been Too Many Years To Leave D*
Hi All, I decided to stay with D* got the regular deal for HR20 + some free programing. Install date was set for July 15th which is a Sunday this year. I called the installer and was told they work on Sundays and that its OK. He did check my order for accuracy and my 1meter dish was missing from the order. I had to recall D* to check order accuracy and that gal says that they never put the dish into the order and thats its inferred that a dish has to go with the upgrade. She called the installer while I was on hold and the two of them get into an argument over weather its in the order or not in the order. To make a long story short my install date for the dish is now set for July 5th (separate order) and my install date for the HR20 is still set for July 15th. I hope that this is the worst of it and actual install work goes smoothly.

[5678YN]

As my HR20/5 lnb update is in 3 days and my dish does show on my order at the D* website can I assume it is on the installers workorder as well or should I confirm myself with the installer?? That is if I can get his number. Only want to hopefully see him once.

[jyagnd]

i was able to get a hr20 for 19.99 plus tax with 2 yr com
just told them i had bought allot of expensive receivers in the past
sony sat200 sat 300 tivo sd and hd
and asked if they could hook me up with a free hr20
didn't threaten to leave or anything like that.
i just emailed them on the site with my request and they called me the next day

[Michael D'Angelo]

As my HR20/5 lnb update is in 3 days and my dish does show on my order at the D* website can I assume it is on the installers workorder as well or should I confirm myself with the installer?? That is if I can get his number. Only want to hopefully see him once.

If it is showing on the work order you should be good to go but it is never a bad idea to confirm it if you can get your local install office phone number.

[rrbhokies]

I've had an HR20 since they first came out. I called today to get a 2nd HR20. They wanted $199 + shipping for it. However, they did offer to waive the $19.95 shipping fee and credit me $10/mo. for 12 months. So, although some people have been able to snag a free 2nd HR20 or in some cases seem to make money on the deal, I'm still happy with a net of $80. It's still cheaper than $299 or $199 or whatever.

[mcalistor]

I tried to get the SuperFan added free to our NFL Ticket but he wouldn't budge on that. I told him I'd have to discuss with my wife on whether we wanted to renew and left that where it's at. I'd be curious to hear how others are getting the SuperFan added free because I made an initial call toward the end of last football season and they wouldn't even do it for the remainder of the season.

Re: Superfan
I spent 20 minutes on the phone with someone on the frontline yesterday. Wouldn't budge either. This is my first year with D*, so I guess I can't expect a lot of favors yet.

I just want to watch my beloved team in HD. 16 games, that's it. Actually, probably only ~10 games via SuperFan. Sure as heck isn't worth $35 a game.

I guess I'm not a true Super Fan.

[5678YN]

rr same deal here. Not being an existing DVR customer they gave me the $10 / 12 month credit for a net of $80. FYI I also have the E50A10 and the 628.

[vgsantiago]

Received my HR20 yesterday, upgraded from an H20

Free HR20
Free 12 months HD service ($9.95)
$10 off 12 months
Free installation
2 year Commitement

[anytimeuwnt]

Re: Superfan
I spent 20 minutes on the phone with someone on the frontline yesterday. Wouldn't budge either. This is my first year with D*, so I guess I can't expect a lot of favors yet.


PM me if you would like to know what I do to get Superfan free.........

[Drew2k]

Each year I do this..... [...]

Works like a charm my friends!!!!!!! :DAfter your post, maybe not for long ... Do you know that DirecTV monitors this forum? After reading your "How-To" guide, there may be a new memo circulated to CSRs ...

I'm all for getting a break, but it really sounds like you're taking advantage big time.

By the way, I don't know if you asked for Movers Connection or if they offered it to you on their own, but it's free to anyone with a one year commitment. ;) Link (http://www.directv.com/DTVAPP/global/moreInfoText.jsp?assetId=1360026)

[anytimeuwnt]

After your post, maybe not for long ... Do you know that DirecTV monitors this forum? After reading your "How-To" guide, there may be a new memo circulated to CSRs ...

I'm all for getting a break, but it really sounds like you're taking advantage big time.

By the way, I don't know if you asked for Movers Connection or if they offered it to you on their own, but it's free to anyone with a one year commitment. ;)

Taking advantage is in the eye of the beholder. Does Sunday Ticket have to be that expensive? Do they have to raise the price incrementally each year when the NFL deal is over a long period of time and their price to the NFL doesn't change? Do they have to charge extra for superfan when the cost to send the signal is the same? Is my average call time over an hour because they choose not to staff the call centers properly? Do they have to charge $9.99 extra for HD each month? Do they have to charge $19.99 for shipping when the agent already has the equipment?

Take it for what you want. He asked a question and I answered it.

As far as movers connection.... I moved from one state to another. I rented for a few months until we found a house. I had the Movers Connection done back then. Now, since it has been less then a year, and I bought a house, they tried to charge me for a second move in 12 months. They said it was a new policy. I had to escalate the issue and it was finally credited back to me.

I will delete my post... You may not since you seem like an obtuse know-it-all. If anyone wants the answer, PM me and I will reply.

[mferris61]

I had e-mail D* on wednesday of last week that my cable internet provider was offering a free HD-DVR if i switch to them from D*. I already had the H20 reciever so I was good to go as far as the dish setup.
D* replied within 6 hours and said a retention specialist will be contacting me within 48 hrs, and not to do anything untill they had a chnce to talk to me.
they called the next day and offered me a free HD-DVR and one year of hd-TV programing, i had to pay for the shipping $19.95.
the installer was here today, on time and had me up and running in about 45 minutes, one of the best D* expireinces i have had with them and i have been a customer for over nine years now... ;)

[Drew2k]

I will delete my post... You may not since you seem like an obtuse know-it-all. If anyone wants the answer, PM me and I will reply.Well, that's not how I inteneded to come across, so my apologies if that's how you took it. My only concern is that at some point DirecTV will start clamping down on freebies because there are so many people taking advantage of them, and that does no one any good. There are already threads here recounting new programs in place at DirecTV to audit accounts, and there's been at least one post where a customer had freebies revoked, because a review revealed the customer had several freebies back to back. Businesses today have to balance how they retain their customers and attract new customers, and both are expensive propositions. I know my cable company (Cabevision) and Verizon Wireless don't care about retention, so I love that DirecTV does ... I just hope it stays there for as long as possible for customers who need it.

[anytimeuwnt]

Well, that's not how I inteneded to come across, so my apologies if that's how you took it. My only concern is that at some point DirecTV will start clamping down on freebies because there are so many people taking advantage of them, and that does no one any good. There are already threads here recounting new programs in place at DirecTV to audit accounts, and there's been at least one post where a customer had freebies revoked, because a review revealed the customer had several freebies back to back. Businesses today have to balance how they retain their customers and attract new customers, and both are expensive propositions. I know my cable company (Cabevision) and Verizon Wireless don't care about retention, so I love that DirecTV does ... I just hope it stays there for as long as possible for customers who need it.


Truce... lol

I gotcha.... And I agree that you can't go ask for everything all the time. I submit to you the moderation policy. About once every 12 to 18 months I ask for something. That, to me, seems like a good window.

I will never subscribe to the theory that I am in a "Working Relationship" with my tv provider. Someone within that company is sitting there right now wondering how they can take more of my money. Through soft contributions like activation fees, shipping charges, service fees, etc....

I almost feel that it is my responsibility to ask for as much as possible as a way to try and even the scale. Although D* is the best provider out there, they really try and bleed you dry if you let them. Taking advantage of the rules every now and then is my right as a consumer. Capitalism rules!

Anyways..... Going to bed now.

[Tadrow]

Well, I just got stonewalled by the CSR. I have a DSR6000 and a HR10, both that I was hoping to upgrade to HR20's, but he told me that it would be $199 + $299. When I told him my cable company would give me them free, he said, "Oh, HD-DVR's, are you sure?" as if I was an idiot. So oh well.

I wanted to get all my numbers for sure before talking to retention so I didn't ask for them. I checked, and I can get dual HD-DVR from the cable company for $58 (for 1 year obviously.) But there's no contract or anything. I wrote DTV an email with that info, we'll see what they say. I've been a sub for about 5 years, and my contract is up in August, so I'm not sure why I got the raw deal!

[84jeepjohn]

Well, I just got stonewalled by the CSR. I have a DSR6000 and a HR10, both that I was hoping to upgrade to HR20's, but he told me that it would be $199 + $299. When I told him my cable company would give me them free, he said, "Oh, HD-DVR's, are you sure?" as if I was an idiot. So oh well.

I wanted to get all my numbers for sure before talking to retention so I didn't ask for them. I checked, and I can get dual HD-DVR from the cable company for $58 (for 1 year obviously.) But there's no contract or anything. I wrote DTV an email with that info, we'll see what they say. I've been a sub for about 5 years, and my contract is up in August, so I'm not sure why I got the raw deal!

I had to call back twice so keep at it.

I also had to "wrangle" them to get my 6 months HD free (I'd had it for 6 months, but never recieved the programing)

[eepiccolo]

I don't know if I was lucky or just persistent, but I was able to get the HR20 for just the 19.95 handling charge on the first call. I don't even have either HD or DVR right now, but I have been with D* for 4 years.

I told the saleslady I was interested in upgrading to HD-DVR, but I was weighing the options between D* and Comcast. I kept telling her that the $300 was just too much upfront cost, and that Comcast both didn't charge for the equipment and had lower rates. Finally, she asked me if I wanted to disconnect D*. I told her at that point I still wanted to keep my options open, but that I was leaning toward Comcast, and asked her since she couldn't give me a better deal, was there someone else who could? (that was actually the 3rd time in the call I had asked that question).

Finally she transfered me to what I assume was retention, and I told the guy that I was on the fence between them and Comcast because of equipment cost. After looking up my account, right away he told me I qualified for a free HD-DVR, as long as I pay the 19.95 handling and commit for 2 years. The guy in retention had a much nicer personality, but I guess it makes sense to put the nicer employees in retention.

Oh, and I did call Comcast before calling D* in case they asked for precise numbers, but they never did.

[GScott]

Be careful of what they are telling you. I called last week and was told I was getting 2 HD DVR's for $19.95. I called today to verify my install on Thursday and was told I was getting 1 HD DVR and 1 HD receiver. My account clearly shows I was "charged" for both. I've been on the phone for an hour trying to get it fixed.

[anubys]

I was told I was getting the dish and the HR20 for FREE...now I got a bill for the 19.95 that everyone here talked about...

$20 is nothing, but on principle alone it makes me upset...I will call and now I will ask for more...

[Michael D'Angelo]

I was told I was getting the dish and the HR20 for FREE...now I got a bill for the 19.95 that everyone here talked about...

$20 is nothing, but on principle alone it makes me upset...I will call and now I will ask for more...

The $19.95 is normal. That is the charge for the installer to bring it out and install it. But the CSR should have told you that.

[mcalistor]

I will never subscribe to the theory that I am in a "Working Relationship" with my tv provider.

I agree. I feel like I'm negotiating the purchase of conch shell from an 8 year old on the beach in Mexico. Apparently the bigger jerk you are on the phone, the more you whine and complain, etc. - you get my drift. I shouldn't have to resort to begging a CSR for something many others are getting at whim.

Alright, I'm done whining :lol:

[mobouser]

Install not always Possible
I had a visit by the D* technician this morning and the 119 satellite is not visible from my existing deck mount location. It’s fairly low in the sky and easily blocked by trees. I could of opted to mount a dish on the very peak of my roof but thats not due able in my mind and so I won’t be getting an HR20 after all since the 119 is used for HD. On the brighter side I did see a Verizon work truck in the area recently and guess I will have to wait for FIOS TV.

[Happyguy]

Thanks for helping me get a great deal on my HD DVR upgrade. The first offer was $299, then $249, and so on down to $49. He would not budge below $49, but then offered $10 credit per month for 6 months off my programming bill. As with others, there is a 2 year commitment; however, the cancellation fee is pro-rated at $12.50 per month left on the 2 year commitment.

I wasn't a jerk, just calmly told them my cable provider did not charge anything for the HD DVR and all I was asking was for them to do the same. So, $49 for the HD DVR and $60 credit on my programming package. Not bad...

Thanks again!

[Alan Gordon]

I won’t be getting an HR20 after all since the 119 is used for HD.

Not for much longer...

~Alan

[katzeye]

Easy as Pie

So I have been lurking and I just wanted to thank everyone on the list for their advise.
My Wife and I just got married, and we are finally getting a HDTV as a gift. So I called D* to upgrade. First I got the CSR (who was very nice) who offered me the standard $199 deal. I said no dice so he transfered me to retention. The person on the line was very kind and instantly offered me the $19.95 upgrade. No questions asked, (Although I did mention other provider's offers in my explanation of the situation to her).
The installer is coming on Monday. Thanks again!
I did want to add that I did not know if this would go through, because it seems like a lot of the people on this board are long time subscribers with big packages. My wife has only been with D* for 16 months and we only have a basic package (TC+ w/ HBO and Showtime). So it seems like the amount of time that someone has been with D* is not an issue.

[mobouser]

Question on 119 satellite
Hi All, as stated earlier an installer came to my house today and said I cannot get the 119 sat. because of a tree. However I have a 3lb dish now that gets the 119 sat ok from the same spot on my deck (just figured that out), did this guy screw up? Is their a difference between a 3 and 5 lb dish on the location of the 119 sat. Any response appreciated. Also what is the 119 used for? Thanks

[katzeye]

Oh I forgot.
The person from retention mentioned something that I have not seen mentioned here (although most likely has been posted). We were discussing future HD upgrades and she said that If I wanted another free box to wait 6 months, and then I would be eligible for another free box. But before then I would have to pay for it. I guess there is some sort of reset for bonus offers in the accounts after 6 months

[smitchell24]

Does anyone know if they are still supplying HR20-700 or are all new installs HR20-100? Basically I ordered a 2nd one & just wanted to know the possibility of getting one or the other?

Thanks!

[trnsfrguy]

Does anyone know if they are still supplying HR20-700 or are all new installs HR20-100? Basically I ordered a 2nd one & just wanted to know the possibility of getting one or the other?

Thanks!

On my install last friday, they gave me a HR20-100 with a bad 2nd tuner. I now have a HR20-700 that works just fine.

[smitchell24]

On my install last friday, they gave me a HR20-100 with a bad 2nd tuner. I now have a HR20-700 that works just fine.

Okay, thanks for the info! Basically they are both a possibility!

[Iwanthd]

What is the best phone number to call to get retention?

[Michael D'Angelo]

What is the best phone number to call to get retention?

I don't believe there is a phone to get to retention's anymore. You have to talk to a CSR and ask to be transferred. A few people have said if you say cancel when it ask for the reason for your call it will send you to them.

[markman07]

I don't believe there is a phone to get to retention's anymore. You have to talk to a CSR and ask to be transferred. A few people have said if you say cancel when it ask for the reason for your call it will send you to them.

Yes at the automated menu saying "cancel service" appears to get you escalated directly to retention. Of course after three different CSR's total me different things when asking about upgrading from my hr10-250 to the HR20 and one hung up on me with a loud beeeeeping sound I called back and said the magic words. Got the upgrade for $19.95 and I get to keep using the HR10-250 (I currently have two D* tivos) in my living room. (1 series 2, 1 HR10-250). I can use both HD DRVs!

[Howied53]

I had a scheduled upgrade that was botched due to the installer and / or D* screwing up the order and bringing the wrong equipment. I have an HR10-250 and asked for the HR20 DVR. The installer only had a reciever, no DVR. Great! I called D and reviewed the whole situation, and was so po'd I asked to cancel my contract.

They transfered me to retention and I ended up with free equipment and intallation, one year of free HD programing, and $10.00 per month credit for one year. I thought that was pretty fair, but the situation was very frustrating.

Details: The installer called the night before to confirm the appointment. I said yes, and confirmed with him that it was an HD DVR. Yes, was the answer. The next morning he shows up without it. DAH!

[Iwanthd]

Unbelievable. I called the general number, said equipment upgrade, got connected to a CSR who checked on the 19.95 deal. She confirmed the replacement of one of my HR10-250's with an HR-20 for 19.95, included another HR-20 to replace my 2nd Tivo AND added a third standard box to replace an old RCA I was having problems with. Deal includes new 5 LNB dish, new multiswitch, and installation. They are scheduled to be here Monday. The CSR gave me a confirmation number, her name, and ID number without my asking. I repeated the entire order to her twice and she confirmed it all. Total time on the phone was less than 15 minutes, total cost was $21.45. I have been a D* customer for 7 years, have about 2 or 3 months left on a 2 year commitment for the HR10-250's and have the HD package and HBO as the only premiums on my account.
Needless to say, I am very pleased with my experience today!

[Tadrow]

Well, another try, another bomb. This time the CSR tried telling me that my HR10-250 would pick up the new HD channels just fine, I just needed to have the new dish. He then asked me if I HAD the new dish. (Don't they have records??) Then he wanted $75 for the dish and HD-DVR install. I asked if my programming package would change now that I was adding an HD-DVR, and he said no, I was fine for HD programming. (I don't have the HD tier currently.)

Who (if anyone) is training these guys, seriously? How do I know more about this stuff than someone who gets paid to know?

Anyway, I'll try again tonight I guess...

[CessnaDriver]

I got them to offer the free HR20 right away for just the shipping, however they wanted to charge me $299 for a second one. I confirmed with them that I was no longer under the commitment and then said I was going to call the cable company to see if I could get a better deal. He said ok and would note my account in case I wanted the single free HR20.

I don't know how you guys do it. I hate this crap.

I've been a Directv customer for over 10 years and have the NFL Sunday Ticket.

Oh, that reminds me, he insisted I would receive the games in HD on my current HR10-250 Tivo. Is that true? :nono2:

[Eddie L.]

Have been lurking on here for some time now, and wanted to share my deal with you all. I've been with D* for 4 years, with the best subscription since Day 1 (I think that it is now called D* Premier), and with HD and HD Tivo for most of the 4 years also. I have a HR10 (HD Tivo), H10 (the older non-Tivo HD box) and a SD Tivo, all on a 3 LNB dish. Also have subscribed to Sunday Ticket for 3 years (with SF last year) and Mega March Madness for 2 years.

I called yesterday to ask about upgrading my HD equipment for the new HD channels being added. The first CSR politely offered the HR20 for no charge and the H20 for $99 (including 5 LNB dish) plus $19.99 delivery plus taxes. I declined and asked to be transferred to retention. The retention rep also offered me the same deal, but added a $10 per month credit for 6 months, effectively making the cost $39.99 plus delivery and taxes. After we discussed back-and-forth and I declined that offer, he added that part of their network was down and gave me a number to call back today to "see if they can offer you a better deal than I can".

So I called back today and got retention immediately. The first offer today was both the HR20 and H20 for $99 each. I told him that was not even as good as my first offer yesterday and that I wasn't satisfied with that one. So he reviews my account again, and says that he can do both receivers for $99 and then credit the $198 immediately back to my account. Obviously (after verifying multiple times with him that I understood it correctly) I jumped on this offer! And even better, there is no delivery charge either! I've already verified the activity on my account online, and it's exactly as he promised. Install is scheduled for next weekend.

In addition to that, I asked if there were any programming credits that I was eligible for. After checking for a few minutes, he said that I was eligible for $20 off of the Premier package per month for 6 months. So he also added that to my account, and the first month's credit is already on my account online.

Hope this helps someone out. Thanks to all who have posted on here, and thanks to D* for keeping this customer very happy! :)

[anubys]

I've been a Directv customer for over 10 years and have the NFL Sunday Ticket.

Oh, that reminds me, he insisted I would receive the games in HD on my current HR10-250 Tivo. Is that true? :nono2:

Yes. the NFL ST is in mpeg2 this year so the HR10-250 will see it...of course, the ST isn't enough, you have to get the Super Fan package to get the HD feeds...

you will NOT get any of the interactive channels...you need a unit that has that capability, and the HR10 does not have it...

[rcgrosso]

Thanks to all for the advice. I had a bear of a time dealing with CSRs at D*. They wouldn't even sell me the DVR (without the 5 lnb dish)! They actually told me to go to Best Buy.

I told the retention rep that I was considering switching to cable because the DVR is basically free and D* was giving me a hard time. He asked no questions. Just processed an order for the HD20 at no cost. He had clearly heard this many times. The whole process took about 5 minutes.

Couldn't check on any programming discounts for which I might quailify...that system was down. I'll call back on that count.

[gsslug]

I called customer retention twice and each time I was told the best they could do was the $199 deal. I was about to switch to cable but I sent them an email basically stating that I was considering switching to cable and wanted to know there best offer. After three days there was no response so I figured I wasn't going to get a better deal. On June 25th I got a phone call from a DTV rep regarding my email. To make a long story short he gave me the $20 deal and my HR20 upgrade was installed on Wednesday.

Among other things he told me that not all retention CSRs know about or can offer the $20 deal. It does not show up on their computer. I assume from that statement that some retention CSRs can so I guess it depends on if you are lucky enough to get connected to one who can. I haven't read all the messages in this thread but it seems that the email route has been fairly successful.

Someone asked for a retention phone number. The number I called that I got off this forum several months is: 800 824 9081 When I got shot down the 2nd time on getting a better deal than the $199 offer I asked to speak to a customer retention rep and she told me she was a customer retention rep. So there you go.

Good luck.

[jeffmc]

I called on Tues of this week for an equipment upgrade. The CSR told me should could give me a HR20 for $99 and no shipping charges. I told her I would think about it. That same day sent an email to D* telling them the deal wasn't good enough and that E* was offering their HD-DVR for free. They emailed me back saying I was one of their top and valued customers and someone would call me back within 48 hours to discuss the situation with me. Friday AM I received a call from D*. CSR told me the best they could do was the $99 deal I was offered before. When I mentioned E* to her she said they won't have as many HD channels as D* will have. She would not budge off the $99.

After fuming for a couple of hours over D* not budging, I called E* and got all the information and verifying for sure I could get their HD-DVR for free. I then called D* back up again and said cancel service at the prompt. After being on hold about 15 mins the CSR came on and I asked her what all is required to cancel my account. I never threatened at all to cancel it. She pulled up my account and asked me why I wanted to cancel it and I explained the free HD-DVR E* was offering. She said hold on let me see what I can do for you. She asked if I had had any upgrades in the last six months and I told her no. It had been 18 months since my last upgrade to the HR10. Right away offered me the HR20 for free plus shipping. I told her ok lets set it up. She told me she didn't know why the CSR earlier didn't offer me the HR20 for free. After taking my cc information for the shipping and setting up the installation appt she told me to hold on one more second so that she could give me some credits for the shipping charges. She asked me if getting HD service for free for the next 12 months was good. I told her ok. Install is set for this AM. I have been a D* customer for 4 years with TC, HD, and Sunday Ticket.

[NMSaintFan]

"So I called back today and got retention immediately. The first offer today was both the HR20 and H20 for $99 each."

So, What's an H20??? I'm new at this so I hope this questions isn't out of line.

[Michael D'Angelo]

"So I called back today and got retention immediately. The first offer today was both the HR20 and H20 for $99 each."

So, What's an H20??? I'm new at this so I hope this questions isn't out of line.

:welcome_s to DBStalk

A H20 is a HD receiver. No DVR functions.

[NMSaintFan]

:welcome_s to DBStalk

A H20 is a HD receiver. No DVR functions.

THX!!!

[NMSaintFan]

THX!!!

One more question. I have an out of area waiver for network service. If I change service address will I lose the waiver or have to reapply? Or can anyone answer this?

[Michael D'Angelo]

One more question. I have an out of area waiver for network service. If I change service address will I lose the waiver or have to reapply? Or can anyone answer this?

I am not sure how that works. Hopefully someone else will have a answer for you on that question.

[AlbertZeroK]

One more question. I have an out of area waiver for network service. If I change service address will I lose the waiver or have to reapply? Or can anyone answer this?

If you move, yes you are suppose to loose your waiver. But you might not. I've never moved with waivers in place, so I don't know.

[wedge40]

I started the process a couple of months ago with an email and two phone calls. Second call I ended up with a rather rude person on the other end and nearly hung up on the person. I wrote down the offer and finally called back on the 5th. I started out with regular CSR and they transfered me to retention. My original offer was
hr20 $199.00
Free HD for a year (120)
$10 off for a year (120)
So it was going to cost them about $20 after S&H.
I just didn't like the idea of having to shell out $200 for something I rented. Retention looked up my original offer and ended up giving me the HR20 for shipping. I'm ok with not getting the free hd and stuff. I have an install date for the 20th (My next day off, just in case). I live in Bloomington IN, would anybody know what installer I'm going to get and if they had any problems with them.
I've already installed an AT9 dish last fall with the wires ran and pretty much aligned, I'm hoping installer can do a little better. So it should be a quick and easy install.

Wedge

[anytimeuwnt]

PM me if you would like to know what I do to get Superfan free.........

Wow.... Yesterday morning I called in to verify all of the stuff I received when I scheduled my move and install. I talked to this lady who must have been trying to win some award, or knew she was being recorded because she went the extra mile.

She verified that I was getting Superfan for free. An HR-20 for $19.95. And 12 months of free HD programming.

Then she even went further to tell me I qualified for more.... I asked her what, and she promptly took $10 off my subscription package for the next 12 months. THEN she asked me if I wanted Showtime for 3 months free. THEN she told me that she notated my account about the sports package. I told her I might want to try it out and she said I qualified for 6 months of it for free. I told her not to do it now because I might want it for football or basketball season. But, I can call back at any time to get that offer.

Pretty insane stuff. I couldn't believe what the lady was telling me. But I will take it!

THANKS DAVE!!!!! :)

[wedge40]

I've been watching this thread for about 6 or 7 months now, and it seems like in the last month or so the deal have been getting sweeter and above all easier. I wonder if enough people have left for other companies that D* is starting to make better deals. Just my thoughts.

Wedge

[TheJERK]

On the phone for 30 mins or so. Said I wanted an HR-20 to replace the HR10-250. Got transfered very quickly four times.

5 LNB dish
Standard Pro install
HR20-700 HDDVR


Got it for free by getting $21.25 credited back to my account to take care of the shipping. I had to do the 2 year commitment. There is no competition (in my area) except Dish so I don't mind the commitment.

Setup to install on FRIDAY THE 13th. Shriek!!!


Very long time customer. No problems with anyone on the phone. I Didn't beat around the bush and stated exactly what I wanted.

[Tadrow]

Well, DTV called me back about my email, and offered me one HR-20 for free, and one for $99. I decided just to take the free one, that way I'll have an HR-10 and an HR-20 going. After a little back and forth, I managed to get him to give me a $10/mo credit for a year too, so I am pretty happy. Would have liked 2 HR-20's, but realistically one of them will be OK for the time being. As others have said, I'll try again in 6 months.