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

[marcello696]

Posted this over at tivocommunity and Earl asked me to post it here:

For those of you that are worried about the $399 price go ahead and stop worrying. D* just called me and apologized for the $399 mix up and told me that since I have a leased HR10 they will and should be swapping it out for a leased HR20 free of charge. I just looked at my account and the work order reflects this. So in short it looks like D* will live up to their promise of swapping out the HR10 for the HR20 free of charge. Now if you own your HR10 then you will have to pay $399 to get a HR20 if you want to keep your HR10.

[ajwillys]

Any news for those of us that have the H20 and want to swap it for the DVR? I'd be willing to pay *some* money, but definately not $400!

[sp44]

so this only works if you leased an HR10? What about everybody that bought one before leasing even started?

[Earl Bonovich]

Okay....

Since I don't have an official release or details on the pricing... I want to keep them all semi-contained.

So if you have talked to a CSR (or someone else), and have received an order confirmation ect...... let us know the details, so we can follow the trends..

However... I am treating this thread as a special thread.
I am going to reserve the right for this thread to close it and/or delete it... If I am asked to by DirecTV... (hopefully to be replaced by official information)

[net17]

was told $399.99, but I had a friend get one for $19.99, the shipping and handling cost. I need to wait to see if the FTM works to order mine.

[AstroDad]

so this only works if you leased an HR10? What about everybody that bought one before leasing even started?

Either

a) you will have to give up your owned receiver in place of a leased receiver

or

B) you will have to sell your owned receiver to help pay the $400

[sp44]

a) is fine with me since I'm not rich enough to have two HDTV's like some people.

[marcello696]

actually the H20 can also be swapped from what I was told but the R15 cannot. Only HD units can be swapped free of charge for the HR20. So if you have either the HR10 or H20 it shouldnt be a problem and I'd imagine if you were really old school and had an E86 you could swap that too :D

[ajwillys]

actually the H20 can also be swapped from what I was told but the R15 cannot. Only HD units can be swapped free of charge for the HR20. So if you have either the HR10 or H20 it shouldnt be a problem and I'd imagine if you were really old school and had an E86 you could swap that too :D

That's the most exciting news I've heard all day!

[wilbur_the_goose]

You gotta be kidding.
I spent $1998 for TWO HR10-250's, and now they want me to spend another $700?

I thought they were going to 'take care' of their best customers.

I've been with DirecTV since 1997, but I'm rethinking my decision.

[Wally_Gator]

L.A. Market Install for shipping price only.

I have never had a prior DVR so this is a new unit to me. No trade in.


Ok, some may have seen my first report this morning. I called and they gave me the standard price. Thinking I may wait. I told them not now.

So I figured I would call Cust retention. First call the lady was very unhelpfull and insisted that I did not know what I was talking about on the HR20.
Ok, thank you for your help and back to CSR roulette. The second lady I talked to had the same initial response. I politely persisted and she checked (2 times) and came back with Yes it is available to you. Now I was ready for the high lease cost, but this lady came back with the $19.95 plus tax and when would you like it to be installed.
Sign me up.. Friday afternoon I am scheduled to receive my HR20... We will see if Ironwood can make it to this one... But that is another story...

[wilbur_the_goose]

L.A. Market Install for shipping price only.


Sign me up.. Friday afternoon I am scheduled to receive my HR20... We will see if Ironwood can make it to this one... But that is another story...

But what's the monthly lease price?

[AstroDad]

Earl (or other mod), perhaps we can merge this thread with http://www.dbstalk.com/showthread.php?t=62088

seems to be the same subject matter, it was just started before you started this one.

[bryanb]

If you swap do you still have to sign a contract? And do you actually have to give them the HR10?

b

[Earl Bonovich]

You gotta be kidding.
I spent $1998 for TWO HR10-250's, and now they want me to spend another $700?

I thought they were going to 'take care' of their best customers.

I've been with DirecTV since 1997, but I'm rethinking my decision.

Don't jump off the deep edge.
Call them, and see what they will be able to do for you.

It is very possible they "may take care of you"

Again, there has been no official information on what the price is and swap out plans.

When did you get those HR10's ?
I dropped $900 (got a $100 deal because I ordered early) 28ish months ago.

[LockMD]

I just called and was told 2 things

1) will be swapped at no charge for my leased HR10

2) 40 markets will get it (HR20) after LA in the fall and the rest will get it in the winter.


As always, I dont hang on thier every word. :D

[AstroDad]

But what's the monthly lease price?

same as before, $4.99

[Clint Lamor]

Earl (or other mod), perhaps we can merge this thread with http://www.dbstalk.com/showthread.php?t=62088

seems to be the same subject matter, it was just started before you started this one.

OK threads are now merged :)

[marcello696]

If you swap do you still have to sign a contract? And do you actually have to give them the HR10?

b


Im curious about what will happen on Sunday. The work order simply says swap DVR so I wonder if I can keep my HR10 and give up one of my old DVR units ;) and yes another 2 year commitment but I could care less since I dont plan on going anywhere

[wilbur_the_goose]

Don't jump off the deep edge.
Call them, and see what they will be able to do for you.

It is very possible they "may take care of you"

Again, there has been no official information on what the price is and swap out plans.

When did you get those HR10's ?
I dropped $900 (got a $100 deal because I ordered early) 28ish months ago.

I got one of them when it was first available, and another about 3 months later.

[AstroDad]

I got one of them when it was first available, and another about 3 months later.

I got one of the initial ones, and one leased one through the "free HR10" deal

[cjr]

Moved about three weeks ago in SoCal.

Suspended account.

Today=new sub NFL Sunday Ticket deal+5LNB dish at new house+FREE HR20+keep my owned HR10 and other owned units.

Install Saturday.

[AstroDad]

Moved about three weeks ago in SoCal.

Suspended account.

Today=new sub NFL Sunday Ticket deal+5LNB dish at new house+FREE HR20+keep my owned HR10 and other owned units.

Install Saturday.

Nice! Being able to keep the owned HR10s would be a nice bonus

[nickpoore]

I have an HR10 HD receiver that I purchased in December.

I just called, and ordered an HR20, and was given it for free, no questions asked.
I was charged $21.40 shipping, and offered an install date of FRIDAY.

Following previous posts, I called and confirmed.
They are going to install a new HD20.
They are going to replace my dish (phase 3 to phase 5).
They are not going to replace my existing HD10.

I also got:
2 year commitment from install date (oh well)
$20 off for 6 months
$10 free HD programming for 4 months

They also stressed that this is a leased unit, but that it was covered by their warranty for as long as I was a customer.
Since I didn't pay for the box, this is fine with me.

I tried getting an OTA antenna as well, but was told that this was not an option on their order page.

N.

[pdawg17]

I have an HR10 HD receiver that I purchased in December.

I just called, and ordered an HR20, and was given it for free, no questions asked.
I was charged $21.40 shipping, and offered an install date of FRIDAY.

Following previous posts, I called and confirmed.
They are going to install a new HD20.
They are going to replace my dish (phase 3 to phase 5).
They are not going to replace my existing HD10.

I also got:
2 year commitment from install date (oh well)
$20 off for 6 months
$10 free HD programming for 4 months

They also stressed that this is a leased unit, but that it was covered by their warranty for as long as I was a customer.
Since I didn't pay for the box, this is fine with me.

I tried getting an OTA antenna as well, but was told that this was not an option on their order page.

N.

Did you ask for the programming credits?

[nickpoore]

Did you ask for the programming credits?

OF COURSE I asked for credits. :D:D:D

You never get what you don't ask for.

[pmathys]

I ordered the HR20 today and it will be installed this Saturday Between 1 & 5pm. Thanks to Earl for the great review.

The process:

I called the number on my DirecTV card and spoke to a CSR. I told her I wanted to order an HR20 and she then transferred me to the HD dept. The HD department said they are not authorized to sell the HR20 so he transferred me to "Corporate" (his words). The lady I spoke to in corporate informed me that they were authorized to sell th HR20 to the LA market just today. $399 is the going rate for the HR20. She knocked $100 of the price and I will pay the $299 over a three-month period. I not as good of a negotiator as most of you guys and I didn't even think about asking for programming credits. I also had to agree to a new 2 year overall commitment as well as a 1yr HD programing comittment.

I currently have 2 H20s which have not had any problems. I will replace on of the H20s with the HR20 and save the H20 for a future HDTV purchase.

I will intregrate my HDTV antenna in to the HR20 (an Antennas Direct DB4) as I did with the H20. The one great thing about LA for me is I have an unobstructed line of sight for the antenna to Mt Wilson. Get a great digital signal for all stations from 2 to 69. I will be connecting the HR20 to the TV via HDMI.

I will post my thoughts after installation once the unit is up and running.

[captain_video]

Has anyone asked about swapping an unsubbed HR10-250 for the HR20-700? I've got three HR10-250s that I have subbed but have no intention of giving up in favor of DTV's HD-DVR. I do, however, have several HR10-250's that I have not subbed and would be willing to swap one of them for the HR20-700. If DTV would allow this to occur then you could buy a used HDTivo on ebay (at an average cost of about $200) and send it to DTV in exchange for their unit.

[VLaslow]

$399 + tax + shipping + 2 mos free Showtime less $350 credit and includes a new 5 lnb dish. This is an upgrade to a standard DTivo unit that I own and will keep.

I have an H10-250, but didn't want to trade it out until I see what the HR20 can do. My OTA antenna in the attic picks up all the LA HD channels and will work on both HD units (that is when the ATSC inputs are working).

Since I moved two months ago and installed a 3 lnb dish, I couldn't squeeze that last $50. Still, not too bad.

[Alan Gordon]

Hmm... I knew I was saving that Hughes HTL-HD receiver for something... I guess I could activate it shortly before I get an HR20 (hopefully sometime before Christmas), and get a good deal on the HR20.

I intend to keep my HR10-250, but you can bet your sweet bippy that I will be mentioning how I never received my $100 rebate on it...

~Alan

[patblue03]

I just got off the phone a couple hrs ago with the CSR and I am scheduled to have it installed on the 7th of Sept!!!! :( I wish I could do it earlier but it doesn't seem like I can. So I also got put on a local cancellation list in case anyone cancels. I can't wait to get this thing installed!!!!
Seems like others were able to get theirs installed rather quickly though. I wonder why

[YankeeFan]

This is kind of an off-topic question but....does DirecTV REQUIRE you to have this "professionally" installed. I am very good at this stuff and I've never had them do any installations. I've done them all myself...i.e. I ran all my own cables, and installed the dish myself. I would prefer to do this myself, than have the local "redneck" installer come in and mess up my gear....any ideas.

[dan8379]

This is kind of an off-topic question but....does DirecTV REQUIRE you to have this "professionally" installed. I am very good at this stuff and I've never had them do any installations. I've done them all myself...i.e. I ran all my own cables, and installed the dish myself. I would prefer to do this myself, than have the local "redneck" installer come in and mess up my gear....any ideas.


That's a good question--for many of us the professional installation will be little more than unplugging a HR10-250 and plugging in the HR20. I'm pretty sure I could handle that on my own....

[Earl Bonovich]

Probably...
But even with the "professional" isntalls I do most of the work myself..
Let them climb the latter and align the dish, but I run the cables...
And connect to my components.

[Alan Gordon]

Probably...
But even with the "professional" isntalls I do most of the work myself..
Let them climb the latter and align the dish, but I run the cables...
And connect to my components.

I did all my own work whenever I upgraded to the HR10-250. He came out, I hooked up my own equipment while he was outside calling his employer regarding a problem with the work order, he called and had it activated... left me with a new LNB (my old one was giving me problems) and a BUNCH of RG-6 cable. A few days later he brought me a multiswitch (the problem with the work order), and I ran the second line to the unit.

This time, I will put him to work because I want him to aim the 5LNB dish (not that I need him to, but I figure he might have a better tool to do it with), and I will hook up the HR20.

~Alan

[VeniceDre]

This is kind of an off-topic question but....does DirecTV REQUIRE you to have this "professionally" installed. I am very good at this stuff and I've never had them do any installations. I've done them all myself...i.e. I ran all my own cables, and installed the dish myself. I would prefer to do this myself, than have the local "redneck" installer come in and mess up my gear....any ideas.

Their currently policy requires installation on HD DVRs... In went into effect a few months ago... I already have an AT9 dish installed and would prefer receiving the box by the old FedEx method but that's not gonna happen. The installer gets to stand around while I swap out the boxes myslef cause he's not touching my system.

[gglockner]

That's a good question--for many of us the professional installation will be little more than unplugging a HR10-250 and plugging in the HR20. I'm pretty sure I could handle that on my own....

I'll bet that most people on DBSTalk would prefer to swap the boxes ourselves. But it's still worthwhile for me to get a professional to climb onto the roof to upgrade the dish.

[Kash76]

I am in Minneapolis and was offered the unit for $250 once it's in my market. I will not pay that after paying $350 less than a year ago for the HD Tivo. I certainly hope there are better deals when it comes to this market.

[ajwillys]

I know marcello696 said you could swap a H20 for an HR20 earlier in this thread but has anyone else been able to verify this or at least had a CSR tell them they could? I don't have an HR10 but I do have a H20 I'd love to get rid of for the HR20.

[wilbur_the_goose]

Nice! Being able to keep the owned HR10s would be a nice bonus

You're kidding, right? I paid $999 for my two HR10-250's - nobody's taking them away.

[KCWolfPck]

I have a question for the people that already got a new dish when they got their H20 receiver. Is DirecTV shipping you the box with the HR20, or are they requiring someone to come out a swap the boxes for you??

I got an H20 w/ 5lnb dish back in January with the intent of getting the install over with in anticipation of the new DVR. I was hoping this would mean that once available to me, they would just ship me the new box w/ a prepaid return slip for my exchange unit (hopefully the H20...not the HR10-250).

Any answers....thoughts??

[xuniman]

I tried calling yesterday and was told it was going to cost $399 to do the swap. No discounts. I called retention today and was told again it was $399. I am certainly not going to pay for a swap of one HDDVR for another just because they are changing their broadcast technology. I have 4 HR10-250s 3 owned and one leased. I asked then to swap the leased and she still said $399.

Some people get a free swap and others don't, as usual Directv is a pain to deal with.

[morgantown]

I tried calling yesterday and was told it was going to cost $399 to do the swap. No discounts. I called retention today and was told again it was $399. I am certainly not going to pay for a swap of one HDDVR for another just because they are changing their broadcast technology. I have 4 HR10-250s 3 owned and one leased. I asked then to swap the leased and she still said $399.

Some people get a free swap and others don't, as usual Directv is a pain to deal with.

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

Are you in the LA area?

[xuniman]

Yes, I am in the LA area. I called again and the CSR talked to his supervisor and was told that I needed to wait for a mailing before I could request a swapout.

[mwhip]

I called the CSR to ask about Dallas and was given a $250 dollar credit towards purchase of the unit when it comes out. If I pay $200 or under I will be happy.

[joed32]

I called CR yesterday and their best deal was 399 plus shipping and tax with a $10 monthly credit for 1 year. I said I wanted to think about it. Called today and the offer had been noted on my account, so I asked if that if was the best she could do I would rather have $120 instant credit.
When I asked her to give me the total it was $451 but she waived shipping costs and took the $120 directly off of the price so I pay $311. I placed the order and she thanked me and said by the way you are still going to get the $10 per month for 1 year so net cost was $191. I am trading in an H20 non dvr.
I'm sure others will do much better but I posted this because every one is curious about pricing

[1adam12]

I called retention yesterday - I live in the Denver mkt so the HR20 is not here yet --He said sometime next month it should be avail.. The guy I talked to was really nice and told me he would give me the HR20 for $399 - $100 instant rebate (he said I could probably get more when the box finally ships in our area) He gave me free HD programming for a year, free Showtime for 6 months, Free installation of 5LNB dish. So... Not too bad -considering I didn't even order anything yet. Figure I'll call back next month and see if they can sweeten the deal even more..

[heathramos]

do these deals include the cost of the new dish or is that additional?

[dan8379]

All of these different answers that people are getting from CSR's is what drives me crazy about D*. Why can't they have a set answer--either you can upgrade an existing receiver for free (or $99), or you can pay $399 without upgrading. I hate that the price you pay is completely dependent upon who happens to answer the phone. Hopefully they will have a set policy by the time this rolls out nationally.

[skaeight]

It seems like as long as this unit performs as well as Earl says it is (better than the R-15) it will really take a bite out of TiVo Series 3 sales. I mean worst case scenario you pay $400, which is most likely going to be a lot cheaper than the S3. (Plus DVR fee is $6 total vs 12.95+6.96...) TiVo had better get their act together, and get their box out before the HR-20 is widely available.

I am really excited about the HR-20 despite the fact I don't even have an HD tv yet. I was worried that when the time came for me to upgrade to HD, I was going to have to look to cable.

[joed32]

If you order any mpeg 4 reciever it will include the dish at no charge. Just tell them that you don't have one yet.

[MikeJW]

I ordered my HR20 yesterday and the CSR I got was very nice and helpful. I told her I had the HR10-250 already and that I was told I could upgrade to the HR20 for free when it came out. She checked my account info for a couple of minutes and then she came back on the line and said I was all set. I confirmed with her that it was indeed the HR20 that I was ordering. She also said she was making it very clear in her notes for my local installer that they needed to bring an HR20. She even took off the shipping and handling charge. So I'm happy with the deal I received. I'll update everyone after installation next week as to how everything goes.

[pdawg17]

I ordered my HR20 yesterday and the CSR I got was very nice and helpful. I told her I had the HR10-250 already and that I was told I could upgrade to the HR20 for free when it came out. She checked my account info for a couple of minutes and then she came back on the line and said I was all set. I confirmed with her that it was indeed the HR20 that I was ordering. She also said she was making it very clear in her notes for my local installer that they needed to bring an HR20. She even took off the shipping and handling charge. So I'm happy with the deal I received. I'll update everyone after installation next week as to how everything goes.

How long have you had the HR10-250 for? Is it leased or bought?

[MikeJW]

I've had my Hr10-250 for a year and i got it when they were doing the $199 deal with the $100 rebate, so i got it for $99.

[pdawg17]

I've had my Hr10-250 for a year and i got it when they were doing the $199 deal with the $100 rebate, so i got it for $99.

Were you told when you got the HR10-250 that you would get the HR20 for free or did you just say that when you called this time?

[mikethewxguy]

I'm getting nowhere with DIRECTV about swapping for the new HR20.

$399 (with 4 - $100 payments on my account for 4 months) is the best they have offered me.

The 3 different reps I talked with said they are not currently doing a swap out program. I told her that wasn't true...and that still didn't get me anywhere whatsoever.

I'm now thinking of just returning my current HD DVR that was purchased from Costco in March. I think I paid around $450 for it then.

The only thing I need to work out is to find out if DIRECTV has it down on my account as LEASED or OWNED. If they have it as LEASED (which I think they do) I'm going to have them change it to owned (I still have the Costco receipt if they wanna see it!) and then once they do that...I'll just return it and order the new one from DIRECTV.

Does this sound like a good workaround?

I swear, if it wasn't for the NFL ST I would stay far, far away from this company.

I emailed them a pretty nice little email this morning as well, I'm just fed up with the way they do business. One person gets this...another person gets that...this other guy gets nothing.

[MikeJW]

"Were you told when you got the HR10-250 that you would get the HR20 for free or did you just say that when you called this time?"




at the time i bought the Hr10-250 i asked about when the new DVR comes out and she said i could get it swapped out for no charge and i had her make a note on my account saying that, so when i ordered the HR20 yesterday, the CSR was probably able to easily see that note from last year.

[w6fxj]

Mikethewxguy- I was told that threatening to cancel Sunday Ticket is one sure way to get the HR20 free. Call 1-800-824-9081 and see if you get anywhere.

[mikethewxguy]

Bill

I'm going to go that route here today I think.

My only concern there is that I'm a HUGE NFL (Colts!) fan and if they do call my bluff I'm wondering what kind of hassle it will be to get it back at a fair price.

[mwalls]

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

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

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

[gregftlaud]

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


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


Dear Mr. Hatfield,

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

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

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

Sincerely,

Abi
DIRECTV Customer Service



also for those of you posting you think paying 399 bucks is worth it or whatever you are nuts. i paid 999 bucks for my hd tivo in june 2004 when it first came out. having to pay anything for an eventual FORCED upgrade is ridiculous. and for dtv to make people pay such a huge amount of money after many many people like myself paid a huge amount of money for the hr 10 250 is a mind boggling way to do business. geesh, i wish i didnt need to sub to the nfl sunday ticket or i'd be gone. but i'm in ft lauderdale and i guess the hr20 wont be available to me for a while yet so we'll just have to see if dtv gets their act together about what to offer people. i mean, i can understand them charging people 399 bucks if they dont already own and hd tivo but otherwise it isnt fair to ask us to pay more. and if i have to swap my OWNED unit out to get the new one for free that will not be satisfactory either. i mean, what in the world are they doing with these swapped out hr 10 250's anyway? why do they need them? maybe to lease to customers in non-upgraded areas??? if so...how freaking cheap of them. i should be able to keep my OWNED unit and get the new hd dvr for free just for being a 7yr customer and for all the money i've invested in having dtv. if they dont appreciate it they can shove it.

[nevesis]

I'd like to try and stay on the same page with you on this, Greg. I am also in the Fort Lauderdale market, but have not yet started bugging D* for any upgrade path just yet, as I know it is not yet available. Perhaps I should start rattling the cages?

I do have an HR10-250, as well as two other standard DTiVo's. I had removed one of the DTiVo's subscription because I fried one of the harddrives in it (I somehow have HORRIBLE luck which results in multiple harddrive deaths), so only one of those is now sub'd. I also have a 3rd room that is just a standard receiver for now (mainly for ease of use in that situation). The older DTiVo's have the 4.x software with folders. I like. The HD DTiVo has the older 3.x software which is slower, and with no folders. I am not liking this. Also, over in Coconut Creek, I do not get very good reception of very many English-language OTA channels at all. Pretty much just CH10 is reliable.

So, I would really like to get into the new HR20-750 as soon as I possibly can. And if I can keep the HR10-250, I'd gladly use that upstairs in place of the other standard DTiVo, as I now have an HD-TV up there as well. But I don't plan on shelling out top dollar for another HD PVR. And from what I have been reading, I would also not want to trade in my bought hardware for a lease either. When I buy hardware, it's MINE. If they want to SWAP, that's fine, but I'm not swapping for a lease. I am NOT a fan of leasing.

Anyway, I'm up way too late, rambling. It will be interesting to see what can happen here once we can get things moving. Please correct me if I am wrong in thinking I can't do anything until D* makes an announcement for the area.

[mikethewxguy]

Here is the reply to my very frustrated email that was sent the other day:

Dear Mr. Bunting,

Thanks for writing. I apologize for any confusion regarding our new HD DVR receiver. It seems that there has been some confusion regarding the price for this new receiver. The current upgrade price for each DIRECTV customer in the Los Angeles area is $399.00. We do not currently have an offer whereby DIRECTV Customers can receive this new receiver for $19.95.

If you would like further information about ordering our new Model HR20 receiver, please contact our Customer Installation Support at (888) 355-7530 between 6:05 a.m. and 1:00 a.m. Eastern Time daily.

I hope this information has been helpful and apologize for any inconvenience. Thanks again for writing.

Sincerely,

Lindsy
DIRECTV Customer Service

*** I replied back this morning...will post the reply as soon as I get one.

[Kash76]

When I was offered the unit for $250 once released in my market I demanded that they negate my 2 year agreement since I was told last Nov that the HD TiVo would handle the future HD content. They refused and told me to snail mail the billing dept to get this request.

It seems they don't have a upgrade path yet or haven't communicated it very well!? Although some have gotten it for $20!?!? More confusion at DTV!!

[PoitNarf]

Maybe I'm just crazy, but to me it seems like it would make more sense to secure a deal on a HR20 once they are available everywhere. If you call up D* now I'm sure many CSRs there still are not aware of the HR20. I most certainly haven't seen anything official regarding an upgrade program for current owners of the HR10 (outside the LA area ofcourse). I'm sure any deal you broker is more likely to be honored if you do it when you can actually order the HR20.

However if you guys are posting and are from the LA area then I sympathize with your plight.

[Kash76]

The reason that I called now is that I want to know if I will get it for free because I'm not dumping more money into DTV HD equipment. If they won't upgrade me, I'll go somewhere else to get HD.

[tfederov]

I'm curious, but we already have HR10-250s and hold out as long as possible, wouldn't they be obligated to upgrade us for free? Granted, MPEG-2 will be around for at least a couple years, but that would be like turning off some of their customers, right? I've been with D* for a few years but I could have sworn I read somewhere that D* upgraded receivers at one time a while back when their technology changed. Does that sound correct? Kinda like turning of analog channels before everyone gets some kind of converter....

[mrpither]

after spending ~$1000 on my hdtivo AND being told by directv that my hardware would be replaced at no cost when the time for mpeg4 came, i MIGHT be willing to pay shipping for the new box, but i'm waffling on that now. if they insist on trying to charge me any more than that, i will ride the hr10 into the ground. then i will switch to dish or time warner (i think that is my cable provider now; its been a while...) and cancel my directv service. THAT is a promise that will be kept.

[NurseDave]

We just bought a HDTV and currently have D*. I called them and said I would like to get HD and DVR, but I also know a new box is coming out. I wanted to know if I would be missing out on anything by getting one now. The CSR said I should wait until they come out in October. He said the price on the current model is $399, but I'd be able to get the new one for $99 in October.

So....I'd really like to be able to watch HD *now*. Is this $99 price to be believed? Should I just get the current model and see what they will do about upgrading in the future?

My concern is if we'll lose programming in the furture by not having the HR20. Do I need to just suck it up and wait?

[w6fxj]

Dave - The HR-20 is available NOW in the LA area. The Bay area will probably be available in September. Check out the HR20 review here on the dbsTalk forum. If you can receive stuff from the Sutro Tower OTA, you can see HD now without the H20 receiver. I would say to hold off getting a DirecTV HD receiver until the HR20 is available in your area.

[NurseDave]

Dave - The HR-20 is available NOW in the LA area. The Bay area will probably be available in September. Check out the HR20 review here on the dbsTalk forum. If you can receive stuff from the Sutro Tower OTA, you can see HD now without the H20 receiver. I would say to hold off getting a DirecTV HD receiver until the HR20 is available in your area.

Okay, thanks for the input. I got just a $30 in house antenna and can't get anything good enough to actually watch. I'm in San Jose.

[wilbur_the_goose]

Words of wisdom: WAIT!

It's obvious that DirecTV is doing a poor job internally at informing their CSRs as to the rules on this new unit.

D* has been tellintg us early adopters who spent $1K per HR10-250 that any "upgrade" path would be essentially cost free.

I have no reason to doubt them now.

Give them a chance to communicate internally and then jump if you want.

Now - if DirecTV lied to us - then we should leave them ASAP.

[Jesse]

Did you ask for the programming credits?
I do wanna mention as far as the dtv employees they are limited in what they are able to provide. The employees had been told there would be some great options for upgrades once the new receiver came out. The LA market was brought out to test to make sure there would not be as many issues that occured with the r15 or the h20. Thats why as well many other areas are not getting the new receiver until this fall.
Hopefully when the hr20 comes out full blown in all markets there will be different options available.

[Kash76]

I'm curious, but we already have HR10-250s and hold out as long as possible, wouldn't they be obligated to upgrade us for free? Granted, MPEG-2 will be around for at least a couple years, but that would be like turning off some of their customers, right? I've been with D* for a few years but I could have sworn I read somewhere that D* upgraded receivers at one time a while back when their technology changed. Does that sound correct? Kinda like turning of analog channels before everyone gets some kind of converter....

I would rather not wait, get rid of my ugly roof antenna and watch my baseball team in HD!

[Jesse]

kash76-
do you currently have a hd-dvr?

[pdawg17]

I would rather not wait, get rid of my ugly roof antenna and watch my baseball team in HD!


I'm struggling with myself over this decision too...I don't mind my ugly antenna but I really want my RSN in HD...

[Kash76]

I have been a customer since 99 and do have the 10-250 that I bought in November. I am a total choice plus customer with HD and HBO is often on my plan.

[cdavis]

I don't understand why there is even a debate about what the customers should get. The HR20 is going to be a leased box right? If that is the case, why are we paying for it. New to HD customers should get a leased box for free and thus lease it, and current HD customers should get a new box that is theirs to own. I can't understand any other scenario.

[w6fxj]

I don't understand why there is even a debate about what the customers should get. The HR20 is going to be a leased box right? If that is the case, why are we paying for it. New to HD customers should get a leased box for free and thus lease it, and current HD customers should get a new box that is theirs to own. I can't understand any other scenario.
DirecTV went to the "lease" plan to cut down churn when people cancel and sell their "free" equipment on eBay. So, you have to pay for the equipment up front and then give it back to them if you quit. They still give away equipment and dishes to get new subscribers. They still charge what they can if the demand is high. Dish Network does the very same thing.

[ratchytron2k]

OMG I am so upset. I upgraded last week and was given the HR10-250 and now found out that not even one week later that they are now installing the HR20-700!!!!!!!

I paid $ 400 for the HR10-250 and now they say the only way for me to get the HR20-700 is to go to a local retailer because I have already used my upgrade for the year.

Anyone have any tips, tricks or ideas on what I can do?

Thanks,
T

[MarkJones]

OMG I am so upset. I upgraded last week and was given the HR10-250 and now found out that not even one week later that they are now installing the HR20-700!!!!!!!

I paid $ 400 for the HR10-250 and now they say the only way for me to get the HR20-700 is to go to a local retailer because I have already used my upgrade for the year.

Anyone have any tips, tricks or ideas on what I can do?

Thanks,
T

Call Customer Retention (800-824-9081) and plead your case. If you don't get what you want, call back again and hopefully get another CSR. You should be able to swap your HR10-250 for an HR20-700.

[dtech]

I know marcello696 said you could swap a H20 for an HR20 earlier in this thread but has anyone else been able to verify this or at least had a CSR tell them they could? I don't have an HR10 but I do have a H20 I'd love to get rid of for the HR20.

I havent heard any news yet as to whether or not they are swapping H20's for HR20's. I do know for a fact that leased HR10-250's will be swapped free of charge. I will check tomorrow and repost.

[pdawg17]

I havent heard any news yet as to whether or not they are swapping H20's for HR20's. I do know for a fact that leased HR10-250's will be swapped free of charge. I will check tomorrow and repost.

If they end up swapping out H20s and not purchased HR10s, then I'll call and get me one of those free H20s and then swap it out for the HR20...

[mikethewxguy]

Okay, I finally *might* be getting somewhere with all this...

Got a phone call today from DIRECTV. I was sleeping though (night worker) and just got back to calling them back here this evening.

They told me that my zip code (92310) was not one of the zip codes that were eligible to get/buy the new HD DVR at this time. This may or may not be true (I don't know) but I am in the LA market, or I always have thought that I was anyway...

Anyway, what they did for me was to put a note on my account saying that I would get the new HD DVR (HR20) for FREE once it was available in my zip code.

So, maybe sometime soon I'll have the new HR20 after all.

This was after I threatened to cancel my NFL Season Ticket (w/ Superfan) via email yesterday.

DIRECTV has a TON of customers in my zip code because out here at Fort Irwin, we either have to have DIRECTV or DISH. And I would say it's 65%-35% in favor of DIRECTV here.

Bill - Are you getting the new HR20? If you are - let em know...cuz if they are offering it up to you in Barstow then surely they can offer it to me :)

[Jesse]

Call Customer Retention (800-824-9081) and plead your case. If you don't get what you want, call back again and hopefully get another CSR. You should be able to swap your HR10-250 for an HR20-700.

I can't wait to see what happens when dtv takes away that phone number just like the last direct from number to that department. I'm just glad my day doesn't consists of csr roulette to get the answer that i want.

[joed32]

I made the best deal I could for the HR20 and kept my leased HR10 and the one I own. I like having the extra HD recording capacity. After that is no longer possible they will make great SD recorders with 200 hours. In my dealings the CSR never asked me to swap. I ended up with $120 instant credit and $120 spread out over 12 months. $191 out of pocket. I'm sure a lot of people will do better than that as I'm not that good at haggling.

[gregftlaud]

i'm posting this email i got back from dtv last november asking them about the cost of the upgrade. i am posting it once again because first, i dont know if any of you saw it, and second, and i am not sure why any of you are negotiating anything with dtv or even giving in and paying them anything. this upgrade is supposed to be free!!! here is the email once again i got from them:

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


Dear Mr. Hatfield,

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

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

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

Sincerely,

Abi
DIRECTV Customer Service

[paulman182]

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

I apologize if this is not an issue, but perhaps the key is the part about "HD locals in their area."

[Alexandrepsf]

Just got off the phone with a CSR agent.
I bought my HD Tivo about two years ago. So, so far the message is I have to pay $399 when the thing comes in my area. It will be a leased box and they will take it away when I cancel my account with D*. I asked about why I should pay if the box is leased, and the answer was that if I want I can BUY the box for $749 (or something around that price) and the person said that by buying the box I will not tied to a new 2 years contract.

I hope they will change this, because there is no way I pay another $400 for a box that is not going to be mine.

[w6fxj]

Bill - Are you getting the new HR20? If you are - let em know...cuz if they are offering it up to you in Barstow then surely they can offer it to me :)
I got my HR20 today. So 92311 is a valid zip code. Try CSR roulette. You guys are in the LA DMA. Especially if you already have the LA SD locals or have channels 81, 83, 87 or 89. Those are LA Local HD channels as well. Got the HR20 for about $50 net cost after discounts and program credits.

[pdawg17]

Just got off the phone with a CSR agent.
I bought my HD Tivo about two years ago. So, so far the message is I have to pay $399 when the thing comes in my area. It will be a leased box and they will take it away when I cancel my account with D*. I asked about why I should pay if the box is leased, and the answer was that if I want I can BUY the box for $749 (or something around that price) and the person said that by buying the box I will not tied to a new 2 years contract.

I hope they will change this, because there is no way I pay another $400 for a box that is not going to be mine.

Man...I never thought I'd leave D* but if this doesn't change in the next few months I will have to go elsewhere...$400 for something I don't own after I spent a bunch on my HD-Tivo that at some point will not function with D*?

[wilbur_the_goose]

My local used car dealer, Lucky Louie, is more business-savvy than darn D*.

CSR Roulette should be an embarassment, but they obviously seem to encourage it.

[gregftlaud]

i used to be proud to be a dtv customer. i'm embarrassed by their business practices now. 399 for a leased piece of equipment. that is an outrage esp to those of us who paid 1000 bucks for the hr10 250 when it first came out. hell...it is an outrage for all of us. greedy greedy. this is going to come back to bite them in the butt i guarantee it.

[Kash76]

I'll gladly pay $400 or $750 for this new box.... As long as they give me my money back when I cancel. Could be a couple of months or years depending on how the HD race goes.

[wilbur_the_goose]

I'll gladly pay $400 or $750 for this new box.... As long as they give me my money back when I cancel. Could be a couple of months or years depending on how the HD race goes.


Kash - how do you think I feel? I bought 2 new HR10-250's when they first came out for $999. D* then publicized their MPEG-4 strategy about 3 months later. Surely they knew what they were doing.

They also dropped the TiVo relationship shortly thereafter.

This never would have happened in the Hughes days.

[gregftlaud]

ok, good news for me and all of you. keep calling customer retention until u get the right person.

even though the hr20 dvr isnt available in my area yet......this nice and knowledgeable customer retention person named david told me that he would note in my account that when i do upgrade.....all equipment, including the hr20 dvr would be given to me for free. he also said that i would not have to swapout my hr10 250. that i could keep it since i owned it already and paid so much for it. he told me that he had already done the free upgrade thing for several good customers in the LA market and that swapouts of owned equipment is not necessary to get the hr20. i called the direct number to the cr department. i hope when u guys call in u get this same guy i didnt even have to argue or debate with him.

so now when i decide to upgrade i wont have to call in 20 times to get what i want!

[wilbur_the_goose]

greg - unfortunately, you have already called in 20 times.

[gregftlaud]

yes i know but i'm not upgrading right now.

i meant when the hr20 dvr is available now i'm set to go when i call in to dtv.

[mikethewxguy]

Still getting the runaround on availability in my "zip code".

When they try to give me the offer, it won't let them do it for "some reason".

I told them that I knew of folks in the very next zip code next to mine that are currently getting the new HD DVR installed.

They can only confirm that I am in the LA market - but that there has "got to be a certain list of zip codes" that they are currently upgrading, and eveidently mine isn't one of them.

Good stuff

Will keep trying - but poking myself in the eye with a sharp object might be a tad bit more fun than to keep calling each and every day and not really getting anywhere.

The day the NFL season ticket leaves DIRECTV - so do I!

[pdawg17]

Still getting the runaround on availability in my "zip code".

When they try to give me the offer, it won't let them do it for "some reason".

I told them that I knew of folks in the very next zip code next to mine that are currently getting the new HD DVR installed.

They can only confirm that I am in the LA market - but that there has "got to be a certain list of zip codes" that they are currently upgrading, and eveidently mine isn't one of them.

Good stuff

Will keep trying - but poking myself in the eye with a sharp object might be a tad bit more fun than to keep calling each and every day and not really getting anywhere.

The day the NFL season ticket leaves DIRECTV - so do I!

Just out of curiousity, where would you go (I only ask but I've been frustrated with D* too lately but all options are flawed to some extent)...

[mikewolf13]

OMG I am so upset. I upgraded last week and was given the HR10-250 and now found out that not even one week later that they are now installing the HR20-700!!!!!!!

I paid $ 400 for the HR10-250 and now they say the only way for me to get the HR20-700 is to go to a local retailer because I have already used my upgrade for the year.

Anyone have any tips, tricks or ideas on what I can do?

Thanks,
T

Yes call the retention number and demand the HR20...you can add that many people (me included) are getting the HR10-250 and 4 Months HD programming AND Superfan for FREE if they get SUnday Ticket....(this is not to pour salt in your wounds but give you more ammunition)..

You paid $400..or the equivalent of the full price upgrade cost (reported)..raise hell, if it's only been a week tell them you want to return it..(tell them the HDMI port is bad)

[mikethewxguy]

Where would I go?

Probably to DISH, but ONLY because it would be my only other option at my current residence (no cable companies here).

If I was living anywhere else, It would all depend on if someone else got the NFL ticket...whoever else got it (not that they will) I would go with them I guess...

I previously lived in Seattle and really liked the Comcast HD DVR I had with them...

The MOXI HD DVR I had from Charter when I first moved to California (Victorville) didn't impress me that much really...not as good as my Comcast HD DVR anyway IMHO.

Directv will probably always have the NFL Ticket - so I'm probably screwed no matter what :) Too big of an NFL/Colts fan to do without it. I'm even a Colts season ticket holder despite living in California. I may be better off dumping DIRECTV and flying to each of the 8 home games each season :) A lot less stress anyway :)

[The Big Bad]

I have an HR10 HD receiver that I purchased in December.

I just called, and ordered an HR20, and was given it for free, no questions asked.
I was charged $21.40 shipping, and offered an install date of FRIDAY.

Following previous posts, I called and confirmed.
They are going to install a new HD20.
They are going to replace my dish (phase 3 to phase 5).
They are not going to replace my existing HD10.

I also got:
2 year commitment from install date (oh well)
$20 off for 6 months
$10 free HD programming for 4 months

They also stressed that this is a leased unit, but that it was covered by their warranty for as long as I was a customer.
Since I didn't pay for the box, this is fine with me.

I tried getting an OTA antenna as well, but was told that this was not an option on their order page.

N.

Um, what on Earth did you tell these folks to get such a deal? The most I've been able to get is one HR20 free while having to pay for the other one (I want two units). I'm also an "A" customer, for whatever that's worth...

[dthoman]

DTV is upgrading me to the HR20 this Sat. (26th) for free. I even got them to waive the S&H charges. Notice I said upgrading not swapping. Make sure when you call DTV you ask to upgraded not for a swap.

I thought I had to swap out my HR10-250 for my HR20. I called last night and they said that the work ordered is worded as an "upgrade" and that I can keep my HR10-250 and relocate it to another room which is also included in an upgrade (they need to run a second LNB line to another room in order for the HR10-250 to work as dual tuner. I will deactivate one of my regular non-DVR receivers and replace it with the HR10-250 on a non-HD TV, I just won't get HD on that TV set. At least I will have a back up HD receiver when I eventually by another HD TV set.

I will now have SD DVR, HR 10-250, HR20 (3 DVRs) and one normal non-DVR receiver.

Hopefully all goes well on Sat. and they do what I was told they would do.

[gregftlaud]

dont pay a thing for this upgrade.

even if you dont live in an area where the hr20 is available yet you can call customer retention and have them make notes in your account that your upgrade should be completely free. i did this last nite so i would be set when the hr20 is released in my area and had to call in like 5vtimes to get the right guy. he said i could even keep my hr10 and not have to swap it out. i called back 20min later and spoke with a regular csr and asked her if there were any notes on my account about the upgrade. she said yes that i was to receive the entire upgrade for free, including installation, a regular hd receiver (h20 i think it is), and the "hr20", dish, etc.

[pjo1966]

I just called and they put me on the waiting list. I am in LA. I thought people in LA were already being scheduled for installs. Did I just get a dumbass on the phone? I'm really in no hurry to jump in. I have no cash to put up for this thing right now. If they wanted to send me one for free without having to send them my HD TiVo, I would consider it.

[bigredexpy]

Called the "A List" number on the card.

Been a DTV customer since the beginning. Full package, Total choice premier, referred several customers to DTV, always upgrading, always with Sunday ticket, one HR-10 and 2 SD DTV DVrs etc.....

Called today to get the new DVR. Initially got a very nice CSR lady. She did not know initially what I was asking for, but after a while on hold she came back and said that I could have the HR20 for $399 plus shipping etc. with the option to spread the cost over the next few months. I told her that I wanted the lease fee waived and that I wanted programming credits in addition because of the new 2 year agreement. Please hold..... I'm going to transfer you to the installation team..... I told the Install CSR -- I am interested in upgrading my HD DVR so I can get Fox Sports West HD. That is all I said. He said hold please..... Came back and said DTV will send and install the new DVR (and dish) at only the shipping cost ($22 bucks). I asked him about programming credits. He asked me what exactly I was asking for... I told him I wanted free HD package for six months and a $20/month programming credit for the next six months. Hold please..... Okay we can do that. Let me schedule the install.......

So in effect, DTV is paying me $158 to upgrade. Sounds like a good deal to me.

[bigredexpy]

Oh, sorry about this. The original install date was 9-11. Too late for me. But the CSR tried to call the company to bump it up but they were closed. He gave me the phone number so I can call them to get it quicker and a confirmation code.

[pdawg17]

So it seems that the people who are good at "haggling" will get good deals while those that aren't will pay $399...I don't mean that in a negative way at all - just appears to be reality...

[pappys]

So it seems that the people who are good at "haggling" will get good deals while those that aren't will pay $399...I don't mean that in a negative way at all - just appears to be reality...

Some call it haggling, but it really a matter of just asking nicely and talking to the right people. You may have to call more than once, but just keep trying.

[ciscokidd979]

Just got off the phone with a customer service rep and upgraded to the Premiere package, ordered a R-15 for free and asked if my account could be noted to get a free upgrade to the new HD DVR. He said he couldn't do that. I asked to be transferred to a supervisor and that guy said the new HD-DVR was not available in Oklahoma but was being tested in LA. He said he was sure there would be promotions available for customers with the 10-250 HD Tivo and those with the HD package and premiere packages but didn't know what they were. He did state that the unit is being leased for $399. I told him I didn't think it was fair to shell out $399 for the 10-250 and then another $399 for the new HD DVR. He did not note my account and told me to look out for info in the mail or online.

Why is it one CSR person says 1 thing and another says something totally different. Is this not the same company. It's not like the company has several franchises like Subway where 5 stores in town offer Pepsi but 1 offers Coke...Very odd!

[wilbur_the_goose]

cisco - your observation may be indicative of different call centers or an outsourced call center. Many cos. are so keen in saving every $$ they can, that they neglect the basics of customer service.

I wish D* didn't operate this way. Right now, D* is acting like a car dealer - haggle, talk to the manager (supervisor), haggle, repeat. I prefer the "one price" solution that Saturn uses - you pay what's on the car, or you go elsewhere. To me, Saturn treats you like an adult.

[The Big Bad]

Called the "A List" number on the card.


Where would one find the "A List" number? I'm supposedly an "A" customer but have no idea what card you're referring to.

[Scorch]

So I called the retention number for another reason and I brought up the HR20 to them. Was told I would need the current mpeg 4 non dvr receiver to be able to upgrade for free to the HR-20 in 3 weeks when it becomes avilable in Arizona. They gave me the dish, the receiver, free superfan package and 3 months free of stars. So of course I took it, but I already have the HR10 so I don't see how having anything else will help in the upgrade processes.

[pdawg17]

So I called the retention number for another reason and I brought up the HR20 to them. Was told I would need the current mpeg 4 non dvr receiver to be able to upgrade for free to the HR-20 in 3 weeks when it becomes avilable in Arizona. They gave me the dish, the receiver, free superfan package and 3 months free of stars. So of course I took it, but I already have the HR10 so I don't see how having anything else will help in the upgrade processes.

It's amazing how these CSRs are all over the place..."you need the H20 to upgrade for free" "you need the HR10 to upgrade for free"...geez...

If what they told you is true, I'm getting me one of those H20s for free and then turning around and swapping for the HR20...things these people say just don't make sense...

[gregftlaud]

it is important to remember from my personal experience with dtv...you just have to keep calling in to customer retention as many times as you need to even if it takes 10 times until you get the person that will give you what you want. if you have been a good customer for a while eventually you will get a customer retention csr that will recognize a good customer and will do their job properly and give the customer what was promised in the beginning....a totally free upgrade.

just keep trying. it's worth it.

[Calebrot]

I am an owner of a R-15 DVR and called the other day to ask questions about the new HR20 and when it's going to be released. I am getting my new HDTV on Saturday and wasn't sure if I wanted to go with the HR10 or the HR20, but since I have the R-15 that will be moved to the bedroom for free, I've been leaning towards waiting for the HR20, since from what I read you are going to be able to view content from one on the other eventually. I was given Superfan for free since I've had Sunday Ticket for 9 seasons now. I was also offered a free HR10 or HR20 when released, just pay for delivery. But the catch is if I choose to have HD right now and take the HR10 for free, I will have to pay for the upgrade of the HR20. I really don't know what to do because now that I have Superfan I'd like to view the games in HD, but if I take the HR10 then I have to pay to upgrade once the HR20 comes out. The other thing I found out is that on the HR10 you can't use the active feature on the GameMix channels to switch between games and that it would only be available once the HR20, I'm so confused on what to do. The good thing that I was told was that the nationwide release outside of the LA market was the last week of August or the first week of September, so I am keeping my fingers crossed that it is next week or the following week and I can get it installed before Sept 10, but if I have to wait, I guess I have to wait.

[pappys]

I am an owner of a R-15 DVR and called the other day to ask questions about the new HR20 and when it's going to be released.

I am getting my new HDTV on Saturday and wasn't sure if I wanted to go with the HR10 or the HR20, but since I have the R-15 that will be moved to the bedroom for free, I've been leaning towards waiting for the HR20, since from what I read you are going to be able to view content from one on the other eventually.

I was given Superfan for free since I've had Sunday Ticket for 9 seasons now. I was also offered a free HR10 or HR20 when released, just pay for delivery. But the catch is if I choose to have HD right now and take the HR10 for free, I will have to pay for the upgrade of the HR20.

I really don't know what to do because now that I have Superfan I'd like to view the games in HD, but if I take the HR10 then I have to pay to upgrade once the HR20 comes out.

The other thing I found out is that on the HR10 you can't use the active feature on the GameMix channels to switch between games and that it would only be available once the HR20, I'm so confused on what to do.

The good thing that I was told was that the nationwide release outside of the LA market was the last week of August or the first week of September, so I am keeping my fingers crossed that it is next week or the following week and I can get it installed before Sept 10, but if I have to wait, I guess I have to wait.

Now that your post is a bit easier to read...

I got my HDTV in December but did not have HD until June. I waited but bit the bullet on the HR10. I was promised to have the HR20 upgraded for free or little cost.

I would wait, the game mix channels are a bonus, but not necessary for game viewing. It is coming out soon enough...

[jeffster]

I finally couldn't hold off any longer, so I called into retention and asked what they could do for me. (I'm one of the so-called "best customers" with 2 H10-250s and 5 active STBs, all bought.)

They couldn't swap out both H10-250s, but they were willing to give me a free HR20 without taking anything away. Installation is Monday.

I'm going to discuss getting a second HR20 with them in exchange for NFLST, because I really need 2 HD DVRs, and I'd like them both to be MPEG-4, so they're compatible with the wavew of the future.

Odd thing is she said they're notifying prospective clients that "we've had some issues" with the HR20s, and the symptom she gave me is that the unit resets itself sometimes (reboots). She said that giving the unit extra ventilation seems to help with that problem, FWIW.

I really wanted to get both H10-250s upgraded, but this gets me 75% of the way there for no money out of pocket, so we can see where it goes from there

Incidentally, they offered me the Titanium Package if I wanted it -- $7500 per year, all the PPV you want, all channels, and up to 10 free STBs -- good god!) I politelty declined.)

[pjo1966]

I really hate playing that CSR Roulette game, but if I want one for free without sending in my old one, that's what I'm going to have to do.

[pjo1966]

it is important to remember from my personal experience with dtv...you just have to keep calling in to customer retention as many times as you need to even if it takes 10 times until you get the person that will give you what you want. if you have been a good customer for a while eventually you will get a customer retention csr that will recognize a good customer and will do their job properly and give the customer what was promised in the beginning....a totally free upgrade.

just keep trying. it's worth it.



The only hazard with that is they may make a note in your account that you're playing CSR roulette. They did that to me a while back.

[pdawg17]

The problem for me is going to be the fact that I pay $55/month and have 1 STB...and I just finished with a year of credits from when I bought my HR10...I guess we'll see...

[pdawg17]

The only hazard with that is they may make a note in your account that you're playing CSR roulette. They did that to me a while back.

I was just thinking that....each time I call are they going to write in: "He's wanting an HR20 for free" 10 times for the 10 calls I make?

[pjo1966]

The problem for me is going to be the fact that I pay $55/month and have 1 STB...and I just finished with a year of credits from when I bought my HR10...I guess we'll see...

I pay $128/mo. That should guarantee me the best deals, but it doesn't.

[NurseDave]

Having decided to stay with D* when I upgrade to HD, I called CSR a few days ago and asked the best way I could watch HD now and then still get the HR20. I was told I could upgrade for free now, but then would have to pay the $399 in a month or so when I can get the HR20. They said, if I wait, I can upgrade from a SD dvr to the HR20 for $99.

I called retention today telling them I was still thinking about switching to E* because I could get the HD DVR now and asked if they had anyway I could watch it now and get the HR20 later. They had the same response, but when I got to the end of the call they said to make sure to call them back before I decide to switch and that they will make a note in my file to do the upgrade to the HR20 for free since I don't have HD right now.

Time wise all she could give them they were told end of Aug begining of Sept. Which of course would be right now. I'll call back in a few weeks to see if I can shedule the install. Seeing people in other states getting install dates does make me wonder if someone is rolling the dice that the HR20 will be out by then.

[lovswr]

cisco - your observation may be indicative of different call centers or an outsourced call center. Many cos. are so keen in saving every $$ they can, that they neglect the basics of customer service.

I wish D* didn't operate this way. Right now, D* is acting like a car dealer - haggle, talk to the manager (supervisor), haggle, repeat. I prefer the "one price" solution that Saturn uses - you pay what's on the car, or you go elsewhere. To me, Saturn treats you like an adult.


wilbur, you probably have the best explanation, but it is still no exscuse. Even if they had to snail mail hand written pages from the CEo himself, there is no reason that all the CSR's are not on the same page.

[BillyT2002]

My plan is just to let the retention CSRs know that my commitment ends in July 2007 and if they are unwilling to give me the HR20 unit + 5 LNB antenna + installation for the price of shipping and handling and also let me keep the HR10-250 that I already own, then I'll be quitting DirecTV and either be buying a TIVO series 3 and using TWC as my provider or buying a ViP 622 from DISH Network and migrating back to them. I'll probably also renege on my commitment with DTV under this scenario and just send them the HR10-250 back by a UPS priority certified courier service and pay for anything I need to to exit their service.

I'm pretty sure they'll see things my way. I'm pretty persistent and it hasn't failed me yet.

[marsmadness]

I actually am looking to pick up 3 of the HR20's when they become available in my market. When I first starting talking to Retention, they were ready to give me two for free, but said that they couldn't give me 3 free boxes, but they would give me a credit on my bill for what I had to pay for the 3rd, and told me to go to Best Buy to purchase myself.

Of course, after 30 minutes of discussion the CSR finally woke up that I was talking about the HR20, and all bets were suddenly off.

My question is this: She was saying she could give me two for free, (I guess the HR15), but wasn't allowed to give me 3 boxes for free. Anyone know why this might be?

Thanks for your help...this is my first post, but this is a GREAT informative forum.

[A J Ricaud]

I got my HR20 today. So 92311 is a valid zip code. Try CSR roulette. You guys are in the LA DMA. Especially if you already have the LA SD locals or have channels 81, 83, 87 or 89. Those are LA Local HD channels as well. Got the HR20 for about $50 net cost after discounts and program credits.

Did you have to swap out any receivers to get the deal? If so, was it an HR10-250? Owned? Leased?

[wilbur_the_goose]

LA folks - what's the hurry (if you already have a HD TiVo)? You're aren't getting anything new yet, are you? D* doesn't even broadcast local PBS-HD yet.

[cjr]

It was effectively free + MPEG4 Locals and FSN HD. There is no reason for anyone to pay $399 for the box.

[terrapin]

The latest CSR told me they give me a grandfather price on my premier prgramming (better than any new subscriber), I got a great deal for $100 for my hr10-250 (which I own), and if I want to own the hr20, I'd have to pay full retail at $700 with no committment. The HR20 being installed on Friday is leased and costs me $199. He said you lucky dawgs getting HR20's for free are probably customers for ten years and pay $200 bucks a month...

Anyone a realtively young D* customer getting their HR20 for $20 bucks?

I'm just $100 per month for almost five years.

Is there a direct number for retention?

[cjr]

3 year customer of D*, about a $100/month.

There is a war starting in LA between D* and TWC since the Adelphia/Comcast takeover so things may be a little different here than in other markets. D* has great market share in LA due to the incompetency of Adelphia and they don't want to lose it.

[terrapin]

That's good to know, cjr. I'm on the phone with retention as we speak...

[terrapin]

I was cut off!!! Figures! Sounded like a nice guy, though... I love my speakerphone...geez.. I just told my story again and the guy said, "I don't know how you got here; this is tech support."

A nice gentleman is checking into things...

[terrapin]

Okay, got cutoff AGAIN! So I patiently retold my story, this time to a woman, whom I thought for some reason would be more amenable...

She ended up giving me 20 off my premier for 6 mos and 5 off my hd for 6 mos. Okay, I've reduced my price now by $150, and I'm paying 199. Not so bad so far. Maybe I'll try again tomorrow. 'night all...

[BillyT2002]

You want to make the retention CSR budge more... just tell them that you are more than willing to call DISH Network tomorrow and become their next HD customer with a DISH 1000 and a ViP 622 if they are unwilling to upgrade you for the price of shipping and handling. You have to be willing to play retention roulette sometimes and you have to be willing to let them know exactly what you want and what the results will be if you don't get what you want. Of course throughout every conversation with DirecTV you want to be polite and cordial - but it is important to also be firm and insistant. I have done exactly this on more than one occasion and I always get my way.

[NurseDave]

The latest CSR told me they give me a grandfather price on my premier prgramming (better than any new subscriber), I got a great deal for $100 for my hr10-250 (which I own), and if I want to own the hr20, I'd have to pay full retail at $700 with no committment. The HR20 being installed on Friday is leased and costs me $199. He said you lucky dawgs getting HR20's for free are probably customers for ten years and pay $200 bucks a month...

Anyone a realtively young D* customer getting their HR20 for $20 bucks?

I'm just $100 per month for almost five years.

Is there a direct number for retention?

I'm just switching to HD so it might be different because of that, but I should be getting mine for free. Or at least that is the current note on my account when I can order it. I've been a customer this time for about 2 1/2 years at $60-70 a month. Had them for 4 years before that but under a different account and address.

[jmell44]

I had the installer come out today but without the 5 lnb dish so I had to reschedule. For the screw-up they added 3 months of Starz to the existing deal. The upgrade I am making is from a single standard dvr and I've been with DTV since 1994. The retention rep gave me a $250 credit, $10 a month off my monthly bill for a year, 4 months of free hd service (standard), and 6 months of Showtime. It might not be the greatest deal but when all added up with the free services it comes to less than zero. I had to pay for the handling ($19.95) but installation is free (which I guess is standard also). She also broke up the balance to spread over 3 months.

[voltage34]

Yesterday I caled and talk to a CSR, I told her that I wanted to upgradto the new HD-DVR. I also asked if the were any deals at this time, she responded that she could take $250.00 Off. I told her that my neighbor just got e my H20 one for $21.95, she said really let me put you on hold. She came back about 2 minutes later and said ok I can do that. Installation is nexted week. Just be nice and you can sweet talk you way in.

[Kash76]

Yesterday I caled and talk to a CSR, I told her that I wanted to upgradto the new HD-DVR. I also asked if the were any deals at this time, she responded that she could take $250.00 Off. I told her that my neighbor just got e my H20 one for $21.95, she said really let me put you on hold. She came back about 2 minutes later and said ok I can do that. Installation is nexted week. Just be nice and you can sweet talk you way in.

Did you call the normal number or retention?

[lbostons]

You are in Illinois? Are you sure it is the HR20 and not the HR10?

[Kash76]

Well, I just made another round of calls to end up in a dead end. Retention said that they were only testing the unit in LA and that nobody can buy the HR20 yet (sigh).

Voltage, I would verify a few times which model you are getting because everyone agreed that nobody can get these things outside of LA.

[Calebrot]

The latest CSR told me they give me a grandfather price on my premier prgramming (better than any new subscriber), I got a great deal for $100 for my hr10-250 (which I own), and if I want to own the hr20, I'd have to pay full retail at $700 with no committment. The HR20 being installed on Friday is leased and costs me $199. He said you lucky dawgs getting HR20's for free are probably customers for ten years and pay $200 bucks a month...

Anyone a realtively young D* customer getting their HR20 for $20 bucks?

I'm just $100 per month for almost five years.


He's right about that, this is my 10th year with DTV with 10 years of NFL Sunday Ticket. It was the reason why I got the dish, I live in S. Florida, grew up in SE PA and am a serious Eagles fan.

I think it depends upon the customer service representative you happen to get. This woman was pleasant as can be, kept on telling me that it's because of customers like me that she enjoys her job. I was on the phone with her for at least 30 minutes, just asking her questions about HD and the unit, and she remained as pleasant as can be and kept repeating the thing about customers like me bla bla bla. But this one rep gave me Superfan, the first four months of HD, and a free HD DVR and keep my existing R15.

After the call I remembered that I forgot to ask if the free hd dvr offer was good for either the HR10 or the HR20, so I called back and was put back with retention and asked and she said that the offer was good until Sept 9th, so maybe that's a hint on the release of the new one, Sept 10th??????? She said the she could connect me to second level and they may be able to extend that. I went the further step and she told me that whey will extend it, no mention of time, but that I can get either unit for free and keep my existing R15. I really just think it's the person you happen to get, whether someone pissed on their cornflakes this morning, and how much they like their job and they realize that the person they are taking to (us) directly pays their wages.

[Masterdorf]

He's right about that, this is my 10th year with DTV with 10 years of NFL Sunday Ticket. It was the reason why I got the dish, I live in S. Florida, grew up in SE PA and am a serious Eagles fan.

I think it depends upon the customer service representative you happen to get. This woman was pleasant as can be, kept on telling me that it's because of customers like me that she enjoys her job. I was on the phone with her for at least 30 minutes, just asking her questions about HD and the unit, and she remained as pleasant as can be and kept repeating the thing about customers like me bla bla bla. But this one rep gave me Superfan, the first four months of HD, and a free HD DVR and keep my existing R15.

After the call I remembered that I forgot to ask if the free hd dvr offer was good for either the HR10 or the HR20, so I called back and was put back with retention and asked and she said that the offer was good until Sept 9th, so maybe that's a hint on the release of the new one, Sept 10th??????? She said the she could connect me to second level and they may be able to extend that. I went the further step and she told me that whey will extend it, no mention of time, but that I can get either unit for free and keep my existing R15. I really just think it's the person you happen to get, whether someone pissed on their cornflakes this morning, and how much they like their job and they realize that the person they are taking to (us) directly pays their wages.




We are going to have to keep track of the good ones. is there a way to get the extention or name for us? This might help.

[LockMD]

I called retention Friday evening, spoke to Billy. Explained my current situation, already have the AT-9 dish w/WB68 multiswitch.

So when it is available in my area they will ship the HR20 to me with a call tag for the HR10 (leased) at no charge.

He noted my account and just to ensure everything was set, I called the generic 800 # and confirmed that my account is noted as he stated.

[voltage34]

I had called the preferred customer number. She said the releasr date was sept. 1, thats the day they are going to install the new,she did say that if they bring the old one don't accept it tell them thats ot what you ordered:

[cjr]

If you're not under contract:

1. Suspend your account for a few days (everyone can go without TV for a few days, especially when it is still preseason)

2. Call back and talk to retention to tell them you tried out cable, you really liked the HD DVR they gave to free, but you miss the great customer service and what can they do for you to unsuspended the account and not switch. (i.e. free HR20+program credits+etc.)

3. Be patient it usually takes supervisor approval for the free+ deals

[squawk]

There is a war starting in LA between D* and TWC since the Adelphia/Comcast takeover so things may be a little different here than in other markets. D* has great market share in LA due to the incompetency of Adelphia and they don't want to lose it.

You're correct. I cited this as an argument for LA subs to raise with DTV if they encounter "difficulty" procuring the HR20 @ an attractive price. This fall TWC will roll out VoIP, which will be attractively priced compared to VZ & T phone service. If you happen to be use cable for Internet, & decide to go with cable for phone service, either as a primary or secondary line, then the price to add on CATV is quite attractive relative to what the same or similar is offered by DTV.

The kicker is the ability to acquire an HD DVR w/o an upfront "lease" cost. But, but the quality of TWC's CATV service & HD DVR each are another story, yet to be determined.

As far as confusion as to pricing, it appears to me that generally, if you have a first-hand purchased (not on eBay) or leased HR10, you can get the HR 20 for no cost other than possibly shipping ($20). Unfortunately, for others, the general quoted price is $399, however, it is also clear that certain "deals" can be had. If you're a Sunday Ticket subscriber, you should be able to get a great discount, or the box for free; if you're a long term customer with a high monthly bill, you can expect a sizable discount as well. Discounts that I've heard range from $50 to $150 off, the latter being a decent deal.

The alternatives are (i) to keep on calling CSR, playing "HR20 roulette," or (ii) to be patient as I'm convinced the price of the HR20 will drop in the coming months. I'm convinced that DTV wants to get these boxes into the homes of their subs as they represent a medium thru which to (i) market additional services; & (ii) offering targeted advertising based upon monitored viewing habits, which in turn create a more cost efficient advertising model for DTV compared to the traditional non-targeted broadcast model.

[KaliChondra]

I actually am looking to pick up 3 of the HR20's when they become available in my market. When I first starting talking to Retention, they were ready to give me two for free, but said that they couldn't give me 3 free boxes, but they would give me a credit on my bill for what I had to pay for the 3rd, and told me to go to Best Buy to purchase myself.

Of course, after 30 minutes of discussion the CSR finally woke up that I was talking about the HR20, and all bets were suddenly off.

My question is this: She was saying she could give me two for free, (I guess the HR15), but wasn't allowed to give me 3 boxes for free. Anyone know why this might be?

Thanks for your help...this is my first post, but this is a GREAT informative forum.

From what I have been told there is an ordering limit in their system. Something that won't let them order more than 2 R15 units. I was thinking of upgrading earlier to add a few more receivers, but not standards so I was a bit annoyed that I would have to have the three installed seperate times. I decided to put it off for a while, so that is probably why only 2 instead of 3.

[scriss]

Can anyone confirm that the HR20 is available in the Columbus Ohio market? That's what the CSR told me: (I'm a new customer) If I order now, I'll get the HR20 and the 5lnb dish. Does this sound correct to anyone in the know?

[marsmadness]

From what I have been told there is an ordering limit in their system. Something that won't let them order more than 2 R15 units. I was thinking of upgrading earlier to add a few more receivers, but not standards so I was a bit annoyed that I would have to have the three installed seperate times. I decided to put it off for a while, so that is probably why only 2 instead of 3.


That sounds about right....I'm hoping to upgrade all three locations in my house at once, and I hope I don't have to deal with having two separate installations. Anyone else have this problem?

[yarbage]

Just got off the phone with Eric in rentention. Talking about a great CSR. He understood exactlly what I wanted. I was moving to the Atlanta DMA from the Arkansas DMA and I know I wanted a MPEG-4 box.

I got to keep my HR10-250 and got HR20 for 20 bucks. He said my date was Sept. 25. This was after I had some lady try and charge me 400 and I said I would like it cheeper. She said, "Sorry I can't do those kind of discounts." In which I replied, "well, transfer me to somebody that can."

Now I can Hope that that I actually get my unit on that date. Hope this helps.

[scottinsturbridge]

I called RETENTION last night and they told me that they were not available in my area till mid-spetember , but when it was I could get a hr20 for free and keep my hr10. She said this could happen because I was a loyal customer for 10 years!
She said to call back in two weeks and I had her put it my file that I would be getting it for free. I am going to call back at the end of this week and maybe can get a scheduled install mid month. That way I can get my NESN HD and watch the Yankees really kill the RED SOX for one last time!

[DTV TiVo Dealer]

Can anyone confirm that the HR20 is available in the Columbus Ohio market? That's what the CSR told me: (I'm a new customer) If I order now, I'll get the HR20 and the 5lnb dish. Does this sound correct to anyone in the know?

The national roll-out is sometime between 9/13 and 9/18, but some select dealers will begin shipping the HR20 sooner.

Columbus OH is eligible for the HR20 and AT9 antenna dish system.

-Robert

[awedio]

trying to decide if this is a good deal or not.
CSR says I'm an "A" list customer (since '01 & I've never asked for an upgrade)

after my 5th call, they offered 2 options;

#1
HR 20 2 pcs
H 20 2 pcs
399.95 + 19.95(s&h) + 99 (to be refunded via $10/mo for 12 mo. On my account

#2
HR 20 3 pcs
H 20 2 pcs
$700

good deal or not??

[lbostons]

I just called Retention and was told that the HR20 is not available to me as yet. Sort of got false hope from Robert's message b/c I live in Columbus, Ohio (Go Buckeyes!)(Robert I know that you are probably correct and the D* did not have the latest info.). I told the women that I read a lot of forums and the HR20 might be available in my area after 9/18. She said that she had no information to when it will become available. I asked her about pricing and she gave me the current information, then she gave me an offer that was better than the current offer. I was a little nervous but I asked for the whole unit for just the shipping and handling price. She said that since I have been with D* for almost six years and have been "one of the better customers" (her words not mine) that she could do it. She annotated my account and I politely asked her to read it back which she did.

Does D* typically honor these types of notes in the file.

[Calebrot]

Does D* typically honor these types of notes in the file.

Yes they do, if you get a hard-headed CSR that doesn't want to honor it, just ask to speak to their supervisor and threaten to leave DTV and you will get the world.

[Kash76]

One retention guy told me that the 20 wasn't for sale yet and they were still testing in the LA market, not selling them there. Nice!

Oh and that I shouldn't believe everything that I read on the Internet. This guy was a real wiz.

[Earl Bonovich]

Do click on the DVR Signup Link at the top of the site.
DirecTV will contact you directly via Email when the HR20 is available to you and your area.

[net17]

The national roll-out is sometime between 9/13 and 9/18, but some select dealers will begin shipping the HR20 sooner.

Columbus OH is eligible for the HR20 and AT9 antenna dish system.

-Robert

Robert-

I ordered on from you guys. I live in Los Angeles, but I am an MDU account, so D* will not sell me one, I would have to go through my MDU company. Sense I live in LA, any chance of me getting one sooner?

[Earl Bonovich]

Robert-

I ordered on from you guys. I live in Los Angeles, but I am an MDU account, so D* will not sell me one, I would have to go through my MDU company. Sense I live in LA, any chance of me getting one sooner?

Curious...

Is your MDU MPEG-4 Ready?

[net17]

No, but I would rather just buy this, and when my MDU is MPEG-4 ready I will be good to go. I don't want to buy the HR10-250, then have to get the HR20-700. I know the OTA is not open yet, but I get my LA DNS so aside from a couple of the OTA stations for a short amount of time I will not be loosing anything. I have the H20 right now.

[xuniman]

Well on my 5th attempt I finally got the "Free Upgrade" (after $21.95 shipping)to the HR20-700 and the 5 lnb dish from retention. I did get bounced around to 4 different people and found out that Retention is the only group who has the ability to do the upgrade for shipping only. They coudn't schedule the install but said they would call me within 72 hours to give me a date. I have 4 HDTivo's but only one is leased. I am having them replace the leased unit for now so that I can "test" the HR20 to see if I can live with it for the other locations.

It took a while but finally Alan was very helpful. I really hate the CSR roulette but if you keep at it and stay calm and nice it will eventually work out. By the way I am in the LA DMA.

[ciscokidd]

i've got my hr20 installed finally. paid $399 - $150 in credit + free HD for 3 months. has anybody been able to call back and get a better deal after it's been installed? seems like i could have worked a better deal, but i must have been one of the earlier ones to try. seems like a lot of people are getting them for the price of shipping. i did not have HD or the previous HD-tivo/dvr unit and this was an upgrade.

[harsh]

Is your MDU MPEG-4 Ready?Is there such a thing?

[Earl Bonovich]

Is there such a thing?

As far as I know, some of the MDU head-end equipment is capable of doing the necessary shifts in frequency and stuff to be MPEG-4

[DTV TiVo Dealer]

Much of the equipment would need to change in a MDU. Only one company has pioneered a five satellite MDU system so far.

First of all, the five 99/101/103/110/119 LNB (stacking type) antenna dish system would be needed as well as the amplifiers would need to carry wide-band frequencies as well as multiple frequency bands, the stackers and de-stackers (I believe the HR20 will not need a de-stacker as it can internally be set-up to de-stack signals) need to operate for all of the bands and with up to four different polarizations.

Complicated business filled with details.

-Robert

[Hilbe]

I'm in Columbus, OH and I just called retention to try to get the HR10. I wanted to swap out my SD R15. They tried to put in the HR10, but got the HR20 instead supposedly. It cost me $80 + $20 shipping by the math: $400 - $200 instant credit, $10 off my service for 12 months. Here is what my order looks like:

Swap ReplaceImplied DVR IRD
$0.00 1 $0.00

Handling
$19.95 1 $19.95

Standard Professional Install
$0.00 1 $0.00

DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00

DIRECTV HD DVR (Expanded HD Prog. Capable)
$0.00 1 $0.00

I am supposed to get the install on 9/9. Does anyone have the HR20 and can confirm this is what my order should look like to get it?

[Flynnstoned]

Can't wait to get the HR20-700
Not available in Boston yet.

[redbirdruss]

On my 3rd call to DirecTV, I was able to get 2 free HD DVR's when they are available in my area. At first they agreed to only one but I told them I had to buy a HD Receiver she agreed to give me 2.
We'll see what happens when the HR20-700 is available in my market.

[timoconn]

I was considering Buying the HR20-700 from Vaule Electronics but called Customer Retention (30 Aug) first. They are sending me the HR10 (will swap out when HR20 when avail) with the AT-9 and installation for the $20 shipping . I only have the SD TIVO no high def recievers. My subscription to Sunday Tickect was the reason for the deal. I would have done this long ago if I knew it was so easy.

[nhlfan79]

Long time lurker, first time poster. I'm in Atlanta, and here's the deal I just got from retention (first call).

HR20/AT-9 dish upgrade completely free (not even s/h!);
Free HD package for 4 months;
$10 credit off bill for 12 months;
Will relocate my owned HR10-250 to another TV (I get to keep it);
I'm to call back the second week of September to set up install date.

I have two SD D*Tivos, one HR10-250, TC+ with locals, HD package, and NHL Center Ice. Average bill $75/month. For the record, I didn't even ask for the bill credits. The lady just gave them to me. Oh, and when I called, I merely asked when the HR20 would be available in my area, and that's when she started throwing free stuff at me, noting that I was one of their "best customers," etc.

As for the install date, she originally told me to call back the second week of September, then checked her computer and told me that she had good news, that availability had been moved up to 9/7. She then put me on hold for a bit, and when she came back she said her supervisor advised that to be sure I received the HR20, not the HR10, I was better off sticking with the original plan of calling back the second week of September.

Hope this is helpful. Good luck everyone.

[Kash76]

Long time lurker, first time poster. I'm in Atlanta, and here's the deal I just got from retention.

HR20/AT-9 dish upgrade completely free (not even s/h!);
Free HD package for 4 months;
$10 credit off bill for 12 months;
Will relocate my HR10-250 to another TV (I get to keep it);
I'm to call back the second week of September to set up install date.

I have two SD D*Tivos, one HR10-250, TC+ with locals, HD package, and NHL Center Ice. Average bill $75/month. For the record, I didn't even ask for the bill credits. The lady just gave them to me. Oh, and when I called, I merely asked when the HR20 would be available in my area, and that's when she started throwing free stuff at me, noting that I was one of their "best customers," etc.

As for the install date, she originally told me to call back the second week of September, then checked her computer and told me that she had good news, that availability had been moved up to 9/7. She then put me on hold for a bit, and when she came back she said her supervisor advised that to be sure I received the HR20, not the HR10, I was better off sticking with the original plan of calling back the second week of September.

Hope this is helpful. Good luck everyone.

Thanks for sharing!

[Alan Gordon]

I have two SD D*Tivos, one HR10-250, TC+ with locals, HD package, and NHL Center Ice. Average bill $75/month. For the record, I didn't even ask for the bill credits. The lady just gave them to me. Oh, and when I called, I merely asked when the HR20 would be available in my area, and that's when she started throwing free stuff at me, noting that I was one of their "best customers," etc.

Thanks for the information NHLfan. I have two SD DirecTiVos, one HR10-250, TC+ (without locals), HD Package, HBO, and East & West Coast DNS for ABC and CBS ($3.00 for ABC, $3.00 for CBS), so hopefully I will get a similar deal! :)

~Alan

[KCWolfPck]

I got off the phone with a CSR a while ago. I informed them of the BestBuy and VE availability and was told that if I purchased an HR20 through a retailer that they would:

1) Give me a $150 credit upon activation
2) $20 off my DirecTV bill for the next 6 months

Total of $270 savings. However, I was also told that if I were to wait until it was technically nationally available, they may be able to work a better deal at that time. So basically, I can buy one for $130 ($30 if I didn't have anything against VE) now or wait for a better deal.

[dk666]

Do you ask for the normal CSR or go to the dept. to Cancel your Acct. ? who will give the best deal ? I'm thinking of switching anyway to E* for there deals running right now but If DTV really came through I would stay with the known product I guess.

[marsmadness]

trying to decide if this is a good deal or not.
CSR says I'm an "A" list customer (since '01 & I've never asked for an upgrade)

after my 5th call, they offered 2 options;

#1
HR 20 2 pcs
H 20 2 pcs
399.95 + 19.95(s&h) + 99 (to be refunded via $10/mo for 12 mo. On my account

#2
HR 20 3 pcs
H 20 2 pcs
$700

good deal or not??

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

[MikeSRC]

I just got the HR20/AT-9 dish upgrade for the $19.95 S&H and 2-year commitment.

I'm a 7-year customer with locals, full movie and HD packages and 4 other receivers - 3 SD Tivos and one HD Tivo. I recently had my 10-250 (that I'd bought from VE when they first came out) die and they replaced it for free.

Originally, they offered the unit for $200 and when I said that was too much, they came back with the $19.95 deal. I didn't care about the commitment as I'm not likely to be changing service anytime soon. Since, other than a few exceptions like nhlfan79, this seemed to be the best deal, I took it. Also, I wasn't in a bartering mood today. ;)

They first gave me an install date of Sept. 24, but they put in a request to move that up. I'm supposed to get a call from the installer within the next day to set up a better date, so we'll see.

[bobinyuma]

I just spoke to Directv customer retention. I wanted to know what I had left in $ on my contract (80$). I am seriously considering moving over to cable, as Adelphia has finally left town for good. I advised her I am collecting facts on what would be in my best interest (the truth). She told me that my owned H10-250 would be replaced no cost and my leased could be negotiated. Advising me if I waited for the national rollout, I would likely get the best deal. HBO for six months, 50.00 credit, 10.00 off for 12 months, and something minor that I dont recall. Anything regarding ordering the H20, when it was available, etc she would not specify, other than pretty close to what Earl has been stating on this forum. Been with D* for 7 years with a bill of about 85.00 monthly. Ask her to please notate that in the file and I will give it consideration (Two year commitment involved of course). She was polite, and accurate according to Earl's info.

[terrapin]

Well, after a few days of speaking with csr's and retention CALLING ME twice :-), they won't give me any better than this: $450 (399 + taxes, fees) -200 credit-150 programming credits= $100. Not too bad. I keep my hr10-250.

I was getting kinda peeved for a minute, when they were telling me that everyone posting about their free upgrades were basically liars. "Well, sir, we can't confirm or control what's online, but we don't offer that deal here at DTV."

I didn't want to say, "Well, give it to me for free or I'm outta here." Its not ethical business. I run a retail business, and if someone said that to me, I'd be happy to be rid of them.

A hundred bucks is a hundred bucks, but here in South Bay, benjis come and go pretty fast.

Now, on to the biz of the install tomorrow.

[spidey]

Probably...
But even with the "professional" isntalls I do most of the work myself..
Let them climb the latter and align the dish, but I run the cables...
And connect to my components.

Earl, Advice on this setup please. I have an old SD Tivo in bedroom with a coax output to the HDTV in living room. For christmas we plan on getting an LCD HD TV for bedroom but would like to still run an HD feed to HDTV in living room. I need a long able enough to go up wall across attic maybe 20 feet and than back down wall. ( Unless I can convince the wife to let me open up the bathroom wall so I can run cable straight thru). What options do I have?

[spidey]

Well, after a few days of speaking with csr's and retention CALLING ME twice :-), they won't give me any better than this: $450 (399 + taxes, fees) -200 credit-150 programming credits= $100. Not too bad. I keep my hr10-250.

I was getting kinda peeved for a minute, when they were telling me that everyone posting about their free upgrades were basically liars. "Well, sir, we can't confirm or control what's online, but we don't offer that deal here at DTV."

I didn't want to say, "Well, give it to me for free or I'm outta here." Its not ethical business. I run a retail business, and if someone said that to me, I'd be happy to be rid of them.

A hundred bucks is a hundred bucks, but here in South Bay, benjis come and go pretty fast.

Now, on to the biz of the install tomorrow.

I called CSR retention and got a free HR20 DVR and 99$ for H20 HD receiver. Also 120$ credits and 3 months free showtime. receiver not available in raleigh yet.

[grace5]

Got the HR20 this afternoon for $19.95 plus two year commitment. Benn a customer since 2000 with two standard receivers and only Total Choice programming.

I have been checking with D* CSRs several times over the past six weeks about adding a HD DVR and the another regular receiver to my current system (2 Mitsubishi receivers.) Note, I have never had HD or a DVR with D*. Best deal I could get was $399 for HD DVR, $49.99 for basic receiver, -$50 and no delivery charges for being a long time customer (since 2000 but with only Total Choice) & 4 months HD for free ($40 savings). Plus only on this Monday did any of the CSRs tell me that the unit they were quoting would not receive LIL and that I would also need an OTA antenna. Basically, it was the HR10-250.

After finding this site and reading this thread, I tried D* CSR again this afternoon. This time I specifically requested adding the HR20-700. Once the CSR verified that the unit was available for my area she again quoted the same deal as previously mentioned. After some haggling about being a long time customer and looking at Echo's current four room deal, she agreed to let me have the HR20-700 plus a basic receiver for a total of $299 plus $19.95 shipping. Includes the 4 months free HD. I told her it was not good enough. After more misquotes by the CSR about what Echo couldn't do, she transferred me to Retention

Retention initially offered me the HR20-700 and an additional receiver for $249 total with no shipping charges. Again told them not good enough to keep me with D*. Rep came back and agreed to provide me the HR20-700 and an additional receiver plus installation for no charge with a single shipping charge of $19.95. Units scheduled for installation on 9/11/06. Could have been as early as 9/9 but I was not available.

It took me an hour on the phone today. But was worth it, to basically get the HR20 (and an additional receiver) for free.

Thanks to all of you who posted previously. Your comments were what made this deal possible.

[mikethewxguy]

This freakin' company can go stick it :)

Despite my account already having a note stating "Customer will receive a free HR20-700 and 5LNB dish when aviailable in his zip code"..... as I'm in the LA market and I'm a long-time DIRECTV customer w/ NFL Season Ticket the past 5 years.

Well, I just called RETENTION (again) to see what the status was, since they are now available on bestBuy.com website:

CSR stated that LA was only a Test market...and the DVR's were only sent to "select" customers for testing purposes. He went on to say that they are not availabe anywhere else or to regualr customers (you have to be a "tester" as he put it).

I asked them how Best Buy could be selling these "test" DVR's right now and he had no answer whatsoever.

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

So, I hope all you out there who are getting the new HR20 DVR know that you are just testers....doesn't that mean they could take back the HR20 whenevr they decide to?

I finally got him to note on my account that if I purchase one from BestBuy that they will credit the amount back to me, and send an installer (for free) with the new dish.

So sick of this crap....

[mikeny]

After calling for the last few days to retention and getting a previous offer of $100 credit to my account upon activation of the HR20-700, today I tried first regular equipment CSR today out of curiosity who asserted that the HR20-700 is only in LA now and even a new HR10-250 would be $399. "This is the current offer". She didn't even want to transfer me. "What for for?", she said. Consequently, a retention CSR was able to put in an order for 19.95 s/h including installation for 9/23/06!!. They'll send me a prepaid box to return my leased H20 (only 1 month old).

It's still not showing as available in my area as of today, but it is guessed to be nationally available by my 9/23 install date (arbitrarily). This makes it more likely that the HR20-700 will be brought by the installer vs. the HR10-250. However, it's not really a guarantee at this point. We were going to put in an install date of mid October to be more sure that it would be available but we're taking a shot with 9/23.

If by chance the installer only brings an HR10-250 I was told not to activate it and they would get the correct one. All this is noted in the account.

It seems very promising that one way or another this will worked out. I'm keeping my HR10-250 as my main DVR for now but I really wanted to get try the HR20-700 in my new HD location. I'm pretty thrilled. (no sarcasm)

One rationale for the deal, according to the agent's interpretation, was that I just upgraded to mpeg-4 last month (when the HR20-700 was not available) so my intention was to upgrade my system.

FWIW, my bills are in the 80s, with receivers in 4 locations, including the Protection plan, an HR10-250, and a pending R15. I sub to HBO, but I'm currently getting $10 off for 6 months, SHOW free for 6 months, $5 off HD pack for $6 months all from a previous deal) and $10 off of programming for $12 months for a missed service call. Customer since Cablevision let YES go in 2002.


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

[Stevies3]

I called today (9/1) & the CSR could not upgrade me to the HR20 even after asking a supervisor. My area does not qualify. I was told latter in the fall.

[Scorch]

Well here is the latest on my workings with Retention and the HR-20

I will get my HR-20 for free with shipping and handling waived and a new A9 dish. They said I would have to swap out the h10-250 I bought 2 years ago and I told them I don't think so, Told them I'm keeping it and I will not let it leave the house. Told them he can take any other one he wants........but not that one. They said well he has too, I said I will remove it from the house before he gets there so he can't take it!

Anyway here is the total deal

HR-20 for free
Free S/H
Free A9 dish
Free Starz for 3 months
Free superfan package
$5 off my bill for 3 months

[terrapin]

So sick of this crap....

Agreed. That's one reason I finally decided they can have the hundred bucks and my HR20 is being installed as I write...

Spending a lot of time on the phone threatenting to leave a company I've actually been pretty pleased with, wasn't worth it after a while.

See you guys in the bugs thread :-/ !

[cpbergie]

After talking with a CSR having a little more knowledge, he said that he can tell when they setup the order for the new HDDVR if its the HR20 because it should say mpeg-4 upgradable He said based on zip code, it would show that or just HD DVR which would be the H10.

[digibob]

I just got off the phone with D* Retention Rep. and got the HR20 for $19.95 and an install on 9/9.:hurah: I called Ironwood in Santa Rosa and made sure they indeed have the HR20 in stock and were installing them before I made the appointment. I then called D* back and talk to another rep to schedule my appointment. She did everything that the first Rep said and only charge the $19.95 handling fee.

I only had to make one call :hurah: to get the HR20 for just the $19.95 handling charge and no return of my H20 or HR10-250. She said the installer could run the one extra cable from the 5LBN dish they installed when they put in the H20 to have both the HR20 and HR10 running.

I could not believe it was that easy. The reps I talked to were extremely nice and knowledgeable one even said they didn't know what area had the HR20s ready to install. That's when I doubled check with Ironwood to find out if that was the box they were installing. :hurah:

I can't wait to record all the new season HD shows. ;)

[noneroy]

I just called and at first the CSR didn't know they had been released, but he checked and was happy to tell me they were now offering them in my area (Indianapolis). He quoted me $399 at first, but then he said they'd give me a $100 credit. I told him that I just switched from cable where they give these things away like candy....yadda yadda yadda, he took another $125 off. So I'm paying $174.

For a guy who hasn't even paid his first month's bill, I feel as though D* took care of me. I'm happy.

[troybarwick]

After 4 calls, this one was to customer retention to cancel, I got my HR10-250 replaced for free (21.95 shipping) and then upgraded an old Phillips 6000 as well for $299 with $100 in credits to the account over the next year. I have to call my local installer to verify they have the HR20s, but my account is now notated thoroughly being an 8 year A rated customer for when they havr them. :)

[neuronbob]

Why are we all going through this crap to pay for a FORCED upgrade? I have had it. I am a ten-year DirecTV customer. I had to call and beg for a low-cost upgrade to an HD dish last year. I then paid $599 for my HR10-250 in August last year (a week before the $199 deal started!!!! aaaaaaaaagh!) and the installer tore up a wall at my house installing the second line. Now they want me to pay for this forced upgrade. Total bullspoor! I'm don't know if I'm even going to bother to call because Time Warner, they are currently offering a better and cheaper deal on HD in my area. Either that, or I'm sticking with the HR10-250 until the old HD channels go dark.

DirecTV can stick it. I hate to say it, but they are too much of a pain for me to deal with right now.

I apologize for my rant, but I am SO disappointed in DirecTV's service right now.

[paulman182]

Maybe I am missing something, but why is this a forced upgrade?

I know at some point everything will be MPEG-4 HD, but right now, I don't think it is essential to switch, is it?

And I predict that when it is essential, it will be free, or nearly so.

[SSEVER1960]

That's the most exciting news I've heard all day!
I was on the phone with DTV for over an hour last night and was told that the H20 will not be able to be swapped out for the HR20 for free--the cost will be $399 just like what the people in Los Angeles had to pay to get them. I lease my H20 so I called them to find out after reading the post and both CSR I spoke to said they have no info that we will be able to swap them out for free.

[neuronbob]

Maybe I am missing something, but why is this a forced upgrade?

I know at some point everything will be MPEG-4 HD, but right now, I don't think it is essential to switch, is it?

And I predict that when it is essential, it will be free, or nearly so.

I mean it will eventually be a forced upgrade as MPEG-2 is going away.

I actually did call retentions just out of curiousity and the best I was offered was....everyone has to pay....they were willing to split the cost of an AT9 dish...but we have to pay to begin the lease ($399 at Best Buy), pay for installation (despite asking for credit), and no programming credits. The rep admitted that they have no consistent information about what is offered and denied the existence of a $19.95 upgrade deal.

As far as what I was offered.... *Whack* I don't think so....Homey don't play that. (points to those who get the reference)

[RMSko]

I just got off the phone with D* Retention Rep. and got the HR20 for $19.95 and an install on 9/9.:hurah: I called Ironwood in Santa Rosa and made sure they indeed have the HR20 in stock and were installing them before I made the appointment. I then called D* back and talk to another rep to schedule my appointment. She did everything that the first Rep said and only charge the $19.95 handling fee.

I only had to make one call :hurah: to get the HR20 for just the $19.95 handling charge and no return of my H20 or HR10-250. She said the installer could run the one extra cable from the 5LBN dish they installed when they put in the H20 to have both the HR20 and HR10 running.

I could not believe it was that easy. The reps I talked to were extremely nice and knowledgeable one even said they didn't know what area had the HR20s ready to install. That's when I doubled check with Ironwood to find out if that was the box they were installing. :hurah:

I can't wait to record all the new season HD shows. ;)

I had the exact same experience and ended up with the exact same deal. I keep my HR10-250 and get the HR20 and new dish installed for just the $19.19 s/h. I was on the phone a total of 5 minutes and the CSR couldn't have been nicer. I'm getting it installed on 9/25.

[puffnstuff]

Got mine for free. After having cr put in free of charge over a year a go they still honored it. Installation though is 9/20 and I made sure it was for the hr 20.

[woody1173]

I just got off the phone with Retentions (called them directly). I said I was wondering about the new HD-DVR; no more, no less. He said he wasn't sure if it was in my area yet and put me on hold to ask a sup. He came back and said my area would be getting it, but not sure if any installers had it yet. So far I hadn't said anything except "OK". Then he punched a few keys and said since I was a good customer, he could give it to me free. I said "Great, but you don't know when it will be available?". So he put me on hold again and said he would call the local installer. He came back and said they had 23 in stock (he double checked that these were the HR20's and NOT the HR10's) and the earliest date he could install would be 9/14. I said OK (since I am out of the country until the 13th anyway). I confirmed that the antenna would be installed free also. He then said there is normally a $19.95 s/h charge, and that would appear on my bill, but he would also give me a credit for it. He then said I would need a new 2-yr commitment. Then I asked about programming credits. He said he couldn't do that because he had already used up all of the allocated $ he could give me. He said the workorder also includes moving my old HR10-250 to a new room (i get to keep it since i purchased it at best buy).

My account: I have had TC+, ST, march madness, and occasional premiums for 7+ years, and good payment history (billed to CC each month). He noted that I was a top level customer and called me "5-star". not sure what that means.

Summary:
> Free HR20 incl s/h and new dish (i didn't even have to ask for this)
> 2-yr commitment
> no programming credits (even though I asked)
> install in Pittsburgh on 9/14

I'm a little disappointed over no free programming, but otherwise happy. I can't get any HD locals OTA, so I really need this.

Checked my online account and order shows up as expected.

[voltage34]

On Friday Sept 1, D* said they would install anew HR20 for 21.95, between the hours of 1-5pm. On Thursday they called to confirm for Firday. At 2:30 Friday the installer called an said that he would not be coming because they didn't have any HR20's. I called D* they said that they stopped shipping H-10's in my area, that HR20 will be available on Sept 5th. The csr reseduled me for Sept 11.

[rmgator90]

Just talked to retention and I have the order confirmation below. I am getting 5LNB dish, and HR20 for 21.35 with tax. Being installed Thursday the 7th between 1 and 5pm. Just in time for NFL kickoff!!:)

Told them about email that I received last night and she had to talk with supervisor. After five minute wait, I was set. She assured me that it will be the right equipement because her supervisor has to confirm any orders for HR20 and make sure the right equipment will be delivered.

I am now calling the installers to confirm with them that they are bringing correct equipment. Never too sure until it is installed.

Order Detail: Description Unit Price Quantity Price DIRECTV HD DVR (Expanded HD Prog. Capable) $0.00 1 $0.00 Standard Professional Install $0.00 1 $0.00 Handling $19.95 1 $19.95 DIRECTV 5-LNB Multi-Satellite Dish $0.00 1 $0.00 Swap ReplaceImplied DVR IRD $0.00 1 $0.00 Subtotal: $19.95 Tax: $1.40 Total: $21.35

SWEET!!

[Spyfy]

Just got off phone with retention. Painless. Told them I received an email about the HR20 being available and I wanted one. Said no problem, looked up account, said I was one of their valued customers and it would be free. Set up install for Monday the 11th.

Total Choice Premier
NFL Sunday Ticket
NBA League Pass
6 receivers
Auto debit payment from debit card
4 year customer

Order Detail:
Description Unit Price Quantity Price

Handling
$19.95 1 $19.95

Swap Relocate DVR IRD
$0.00 1 $0.00

Standard Professional Install
$0.00 1 $0.00

DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00

DIRECTV HD DVR (Expanded HD Prog. Capable)
$0.00 1 $0.00
Subtotal: $19.95

Service address in Cypress Inn, TN and billing address Bowling Green KY.

[briang5000]

I just got off the phone with Retention. I'm getting $200 credit on my bill after leasing an HR20 for $399. They're also throwing in SUperFan for free this year.

CSR was very knowledgable. Said she couldn't give me a better deal because I already had a free upgrade this year.

In July I got a free HR-250 (lease) after moving to a new house.
They gave me free install new install for all four rooms with all new wiring and free HD package for 6 months.

I'm happy with the deal I got today.

[andbye]

A few posts indicate a swap is sometimes involved in the free upgrade to the HR20-700. Questions: Is the swap shown on your account order indicating model number? Does it have to be an HD unit (H20 or HR10)? Is the swap shown on the installers invoice and does he pick it up (one poster said D*had you ship it back to them)? Any info appreciated

[dharmapoop]

I got no help for D*TV. I talked to 4 CSR today and they all said there is no deal for swapping out an H20 for an HR20. Why is it that a ten year customer cant get a deal when a new customer can?

[spidey]

I got no help for D*TV. I talked to 4 CSR today and they all said there is no deal for swapping out an H20 for an HR20. Why is it that a ten year customer cant get a deal when a new customer can?

call again and ask for retention they gave me 2 HD DVR Hr20 for 99$ total, 120 off my bill and free showtime for 6 months

[steff3]

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

[wirelessbk]

This CSR roulette is driving me crazy. I have made 5 different calls to Customer Support and Retention and wasted more than 3 hours of my time with no luck. One CSR Rep said HD local channels are not available in the Seattle market with out a OTA, one rep said I could only get the HR20 via the Best Buy website through 9/11, and the others only know about the LA "market trial".

If I didn't hate the Comcast DVR (w/Microsoft software in WA state) soooooooo much, I would just have to go back to Cable. ARGGGGGH!

[bobojay]

Just got off the phone with retention. Getting an HR20 w/5lnb dish installed for $166.00, weird amount!
Asked for some programming give aways. Got 4 months free HD = $40.00 and 9 months of $5.00 discount = $45.00. Total cost of upgrade ultimately is $81.00.
And she said if the installer wants to charge more for the install because of any "issues", that they would reimburse me up to $70.00 for it.
Got her name and employee no. and she said to refer any future questions about the order to her.
Very nice lady! They are supposed to call me around the 10th to schedule the install.

[Karl_in_Chicago]

For those of you getting the new dish installed along with the new DVR, does the installation also address running additional cables? I'm a 10+ year DTV customer with just the dual run of coax from the dish to an inside multi-switch (Spaun 5x8 which I understand won't work with the new signals) and then to (currently) only one room with a gen-2 DTivo. I'd like to upgrade my DTV to HD, get 2 HR20's, cable 2 more rooms AND address whatever additional extra dish-to-house cabling is required (IIRC the new, larger, dish requires 4 coax runs to support both the old and new birds being used). Is my understanding correct?

Is this a reasonable request to expect be included as part of any "installation" I am able to get as part of an HR20 upgrade?

[weagle]

Called retention this morning and the gentleman that helped me could not tell me if the HR20 was available, but saw that a HD DVR with 5LNB was available (couldn't tell what model). He offered this to me for $19.95 plus tax and I decided to take a chance. Then he checked installation dates in my area and Sept 21 was the first available date. By that time I would think HR20s would be widely available.

In addition to the $19.95 shipping and handling deal, the CSR was able to give me4 months free HD ($40) and 12 months $10 discount ($120). No luck on getting any discount on a second HR20.

Here is what shows on my order online, no reference to model number.
DIRECTV HD DVR (Expanded HD Prog. Capable)

And to answer above question, running of an additional wires to my bedroom for my old DVR is covered in the free install.

[marlen]

A few posts indicate a swap is sometimes involved in the free upgrade to the HR20-700. Questions: Is the swap shown on your account order indicating model number? Does it have to be an HD unit (H20 or HR10)? Is the swap shown on the installers invoice and does he pick it up (one poster said D*had you ship it back to them)? Any info appreciated

Any info on the swap issue would be appreciated. I called a CSR about 2 days ago to inquire about getting an HD DVR and dish for a new media room I am building. She said if I wasn't in a hurry that I should hold off until October when the new HR20 and 5 LNB package would be available.

She then sent me a generic email with the name of the hardware and said they would be contacting me soon. I did a search on the HR20 and found this newsgroup. First off - what a great resource this group is in "getting smart" on what D* is doing.

I took a lot of negotiating cue's from folks in this group and am happy to say that I just got off the phone D* and have the HR20 and 5LNB package being installed in 2 weeks (Dallas, TX). I got the package for $99 plus an additional receiver and free installation.

I took note of the wide range of experiences that everyone had with supervisors and the Retention department and felt comfortable with the deal - as I was not swapping a unit - and did not have a prior HD DVR (ie H10). I'm working with a standard def Tivo PVR. That said - I didn't want to push too hard in case they came back and said the deal is for H10 upgrades only)

With all that said - when I pulled up my bill online to check the status of the account - I noticed that there WAS a line item that referred to a swap - even though I told her the HR20 was for an additional room. I'll fight that battle at installation time.

Bottom line is that D* seems very fragmented in their method of response and how they are packaging price. I'll echo the sentiments of others in this group - keep dialing and smiling until you get the friendly person who can make the deal you're willing to live with. I jumped at $99, but I thought I was going to have to pay $399....in my mind I've got $200 more dollars to invest in the projector:lol:

[steff3]

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


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

[Guitar Hero]

I called to see if I could get a better deal than $322. I'm an A list customer, I've had the Total Package Plus (or whatever all pay channels is called) 4 years (recently switched to HBO and Showtime only) and NFL package for 2 years and HD package for one. They didn't go for it.

So, I tried again. No luck.

I tried one more time, and the guy got PISSY! Oh man, did "Little Sweetie" cop a 'tude. Apparently, he didn't like the idea I was trying several times to get a better deal. Apparently, they keep track when and why you called and the system gets updated quickly.

So, I said, "Why are you so mad? I'm the one who has to waste his time trying to get a better deal that you offer other people. I don't like the idea I have to pay 300 bucks to upgrade to a different receiver because the one you gave me is so faulty. So, I think you should care a little bit more...." He then interrupts me and gets REAL pissy. "Listen, I don't care..." I stopped him right there. "What? You don't care?" He said, "No." I said, "Cancel my service."

Done. No longer a DirecTV customer.

That's over $100 less a month they're getting from me.

[BillyT2002]

GH - If you were to call retention back now - after you've quit, I'll bet you have a lot more leverage to get a better deal from them as you've proven the lengths you would go to. ;)

[kcstatz]

Called retention on Tuesday 8/29 with a goal of getting the HR20. Took the NICE approach. Was offered $188 off then $250 off both with 4mo free HD. Told Amanda deal was still too steep. She put me on hold for about 4 minutes and came back with the FREE HR20 pay only S&H ($19 + tax) including 4mo free HD. Ive been a Total Choice subscriber since '98. Have never and did not order or was asked to add anything (NFLST, HBO, etc.). Took the deal with install on Sep 1.
Install took 4 hours because it was his 3rd HR20 install. Replaced a D*TiVo with the HR20, installer ran two cables to new room and installed the D*TiVo for me. All for FREE.

Love the unit. Did the software upgrade and get all the basic channels in reg. and HD. I'm in the LA areas (Inland Empire).

No bugs, no sounds issues, no video issues. It took a while to get the video setting exact with my Sony DLP - but now it's AWESOME !!!

[Guitar Hero]

GH - If you were to call retention back now - after you've quit, I'll bet you have a lot more leverage to get a better deal from them as you've proven the lengths you would go to. ;)

No, I'm finished with them.

Right now, I'm trying to get a deal with DISH Network and their Vip622, but apparently, I have to contact a credit check company (Experience) and figure out why my SS# and name don't match. This totally sounds like a scam to me, but I'll wait and see what happens.

EDIT: He-he. Read what happened below. Funny stuff!

[Vinny]

Okay....

Since I don't have an official release or details on the pricing... I want to keep them all semi-contained.

So if you have talked to a CSR (or someone else), and have received an order confirmation ect...... let us know the details, so we can follow the trends..

However... I am treating this thread as a special thread.
I am going to reserve the right for this thread to close it and/or delete it... If I am asked to by DirecTV... (hopefully to be replaced by official information)


I made my deal yesterday with DTV. I own an HR10-250 and they are allowing 3 payments of $133 and crediting my account for $250. I was happy until I've been reading the posts and realizing that lots of people are getting it for free.

Do you think I can do anything about this?

[BillyT2002]

WHen I called retention this morning, I just let them know that I'm evaluating my HD options for the Fall and my choices were DISH Network + ViP 622, Time-Warner Cable + TIVO Series 3 (when released) or DirecTV + HR10-250 (I already have) + HR20. The woman immediate told me that because I'm a 5-star customer, she will be able to give me the HR20-700 + AT9 dish + free install for $19.99 and set me up for an install on 9/18/2006. She also offered to charge it to my DirecTV bill. So, I said yes and then immediately called DirecTech to make sure they had all of the right information and let's just say I'll be working from home that day. ;)

[TimmyDforMVP]

Anyone hear of a new customer that was able to get a good deal the on the HR20?

[NurseDave]

Lame, called standard CS (already have a note in my account for a free HR20) and he said his supervisor told him the offical national release is the 19th so he can't schedule an install until then or it will trigger an install of the old model. And that only through "select" BBs it will be available on the 5th.

So you just keep calling until someone says that they can get on for you?

[Guitar Hero]

Hahahahahahahahah! Guess who just called me wanting to know why a long time, good customer canceled his DirecTV service? Muhahahahahahahahahah!

They offered the HR20-700 for free. 5LNB sat upgrade for free. One time $19.95 fee for HR20-700. Free HD Package for six months. HBO, Stars and Showtime for $10 a month for six months. Plus, a $50 credit on my account IF I cancel my cancel of DirecTV service.

Meh, what the hell. I took it.

Why do I feel I'm married to DirecTV? :D

[jamieh1]

I just called and told them I got a email saying the New HDDVR was available, she said yes ut is. I told her I have 2 HD TIVOs and I have both less than a year, one for 11 months and one since March. I asked about the swap out, she said it would be $399 each, I said I payed $799 for one and $599 for the other, she put me on hold, came back and said the HDDVR is not available now except in LA. But she could note my acct as $99 each including the new dish. I told her that Directv should swap out the equipment free its not my fault Directv is upgrading there sats. She said well the reg price is $399 and it would be covered for free replacements if damaged. She said once available call back and see if any other deal would be available. I said Ill think about it.

[Calebrot]

Well I am a real unhappty camper. I signed up for the email on this website to alert me when the HR20-700 was available in my area. I recieved the email this morning so I called DTV and was placed with retention. The bitch I spoke to said they were only available by going to Best Buy and purchasing a leased HR20-700 DVR and they could not order it for me, but I can pay full price and go to Best Buy. I then went on to say that my account was flagged to get it for the 19.00 shipping. She said she didn't care what my account said but I was not going to get it for free when available. She told me that there were some CSR's that gave them away and DirecTV was not going to honor the original agreement. She went on to say that she was unaware of the price point that I would have to pay, but she guaranteed I was NOT GETTING IT FOR FREE and she noted my account with that information. She said at the time the free offer was offered they were not aware of the price point and there was no way they could have given it to me for free. She also said that they would probably not be able to order it for me until the end of September, which is now a month after I was originally told, the end of August. I went on to tell her that I will not pay for it, and if they don't honor my original offer I would be leaving DTV after ten years and switching to Comcast, she was such a bitch she went on to say, would I like to cancel my service now?

I am royally pissed off. One CSR doesn't know what they others have done and now are refusing to honor what a customer was orignally told and what is marked on my account. That's complete bull***. And now my account is marked that I don't get it for free. I am LIVID!!!!!!

[Kash76]

I am in the same boat! I called retention, told this guy about all of you getting an order outside of LA and he said not possible.

So, I ended the conversation with a question, "if I were in LA, would you give one to me for free?". He said yes. Now that gave me some comfort. At leeast I know that I somehow qualify once released to me.

[Sah]

Just placed HR20 order and scheduled installation for 9/20 in Boston area:

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

[paulman182]

It sounds like the CSRs are starting to snap under pressure, sorta like air traffic controllers.

Really, I'm seeing more and more reports of rude responses. They must be getting TONS of calls on the new DVR.

Reconfirms my notion that waiting is a good idea, unless you HAVE been promised something. If you have, you might or might not get it!

[Calebrot]

Reconfirms my notion that waiting is a good idea, unless you HAVE been promised something. If you have, you might or might not get it!

Apparently after my phone conversation (see the post in this thread three above this one) it doesn't matter, they are going back on what was originally promised. I swear if I don't get this damn thing for free like I was promised, I am canceling DTV, been with them for 10 years and this is no way to do business. You don't have one person, actually three, tell you you are getting the new DVR and Dish for 19.00 and then have a third bitch tell you no your not. Please excuse my language but I am just really pissed about the conversation this morning, now my account is marked that I have to pay for it, when it was marked I get it for free. :nono: :eek2: :eek2: :hurah:

[Phil T]

Unless you have to have it for HD locals, I am not sure why people are getting mad about no deals while it is so new and in short supply. I plan to wait a while.

This is a rerun of the HR10-250 introduction. Lots of folks were paying $1000.00+ when they first came out. I got one for next to nothing 6 months later.

My commitment is up in a few months. I will try for an upgrade at that time. If I get turned down, I know I will have other options.

[BillyT2002]

Well I hope that I get mine on 9/18/2006 as planned. I've already paid the $20.95 charge which I had DTV charge to my bill for shipping and handling and when I called DirecTech, the order for the MPEG-4 equipment is already in the system.

I know that if I stay take time off from work for this on that Monday and the installer doesn't show up (or the equipment isn't there already or isn't an HR20-700 or what not), I'm not going to be happy. That would most likely be the catalyst to make me take a chance on Time-Warner Cable + a TIVO Series 3 (when its out).

I will not pay any more than the shipping and handling fee only for any NDS DVR.

I also found what I think is the magic for me as far as why they are (at least telling me that they are by having given me a scheduled appointment) keeping their commitment to me (which costs me another 2-year commitment to them) is that I have kept track of the two CSR ID numbers of the two CSR I have talked with about it. The first CSR noted on my account that I could get the HR20 for the price of shipping and handling a couple of weeks ago and the CSR who scheduled my installation yesterday honored it I think because I had the CSR ID number of the first CSR. I now have both. ;)

[pjo1966]

I just made my first attempt. I called the number on my preferred customer card. I told them I just received a replacement R-15 and that I wasn't happy with it. I asked if I could exchange it for the new HD DVR. The guy said he was very restricted with what he could do and that he would have to transfer me to another department. It was the installation department. The woman who answered was talking very quickly, which I found to be a bad sign... all business. I repeated my request and she replied rapid fire that I would have to pay full price, which is $399 if I wanted the new HD DVR. I actually had to ask her to repeat herself because she was talking so fast. I confirmed that I would still need to pay full price even if I was exchanging a receiver. She said yes, very emphatically.

Personally I hate calling retention because I really have no other options at the moment. If FiOS was available in my area, I would at least have some bargaining room.

[njdboy]

My third attempt was today to get it for free. CSR was pretty tough and seemed to know his stuff. He said it is only available in LA area, he said anything on the web saying installations are outside the LA area are false. He said when those people get an install it will be H20. He offered me a $250 credit to when it comes out in my area. He said I should receive a postcard in the mail saying its available, and that the email only means you can get it at Best Buy for $399.

I wasn't sure to take the credit or not, because I don't really want to pay $150 when I paid a ton for the H10-250. I took it and figured it's better than nothing, and that I can argue later on if need be.

[pjo1966]

My third attempt was today to get it for free. CSR was pretty tough and seemed to know his stuff. He said it is only available in LA area, he said anything on the web saying installations are outside the LA area are false. He said when those people get an install it will be H20. He offered me a $250 credit to when it comes out in my area. He said I should receive a postcard in the mail saying its available, and that the email only means you can get it at Best Buy for $399.

I wasn't sure to take the credit or not, because I don't really want to pay $150 when I paid a ton for the H10-250. I took it and figured it's better than nothing, and that I can argue later on if need be.



was this a regular CSR or Retention?

[brianct1972]

I just called Retention, and I even mentioned this forum but not luck. All she could do was direct me to the BB website and order it there. She did say info was changing at D* by the day, and to try tomorrow. Anyone else have any luck in CT?

Brian in CT

[pjo1966]

Mentioning the forum is usually a kiss of death. They start with their usual rant of how you can't trust what people on-line say and that they're making it up.

[andbye]

Made my 5th call to Rentention on Sat; got a friendly lady who said she would set up the whole free upgrade: HR20-700+AT9 Dish+Under eave mounting bracket+Zinwell 6x8 switch -- all for s/h of $19.95.

I got an order number but the order shown on my account on the internet is not even close to looking like any of the others posted. It is a single line entry showing the Order # and a price of $449.32 with install unscheduled. She had said my bill would show 3 pmts of $133 each with the whole amount completely offset by discounts and programming credits except for the s/h which was not shown. I had asked for an install on Sep 14 cause Ironwood said the would get an HR20 shipment on the 12th. Scheduling would be confirmed within 72 hours and she gave me a number to call for confirmation and to assure they brought a HR20 and not an HR10. Every thing she said sounded good but I am concerned abount how the order looks. I will check it out on Tues. Anyone else have this type of order shown. I don't want to get on with some hard case CSR that says the deal is invalid.

[dtvmiami]

Apparently after my phone conversation (see the post in this thread three above this one) it doesn't matter, they are going back on what was originally promised. I swear if I don't get this damn thing for free like I was promised, I am canceling DTV, been with them for 10 years and this is no way to do business. You don't have one person, actually three, tell you you are getting the new DVR and Dish for 19.00 and then have a third bitch tell you no your not. Please excuse my language but I am just really pissed about the conversation this morning, now my account is marked that I have to pay for it, when it was marked I get it for free. :nono: :eek2: :eek2: :hurah:

I hate to say this but ur post is partly what got me my free HR20-700. Mainly cause u live just north of me I realized it's possible in my area just take a different approach than u did. Actually, I even mentioned U and said I read of someone who was on that coveted list but got banned from it, probably from being unfriendly and the CSR gigled.

It may sound corny, but like that old saying goes: "you can catch more flies with honey than vinegar". On one of ur follow-up calls.

But truly I want to give the credit to who ever started this thread (i'm not sure who since this is was merged)




I gave my word I would not give out the CSR's name. So I won't.

Conclusion: I got HR20-700 for only the $19.95 for S&H :icon_bb:And yes I mentioned the forums.


The key:
Be persistant yet courteous social engineering.
Knowing what to say and when to say it and in which tone. You must be ultra confident and convincing in what u are saying. Need some pointers? Go to a used car dealership and watch and learn how the entire sales team breaks u down until u the customer is worn down and gives in to their demands. Believe me it's all strategy. (There's actually something called a 4 square but that's another topic)

Am I holding back on some key things I said. To be honest yes! Cause I must receive b4 I spill all the beans.

Hints: re-read this whole thread over. Take mental notes. When the CSR starts to deny all be very nice and have them go back and verify. And if u pay attention they spill the beans little by little. So the 1st cpl calls ur collecting data. Then when u feel u have enough info go for the kill.

In total it took me 2 phone calls. I collected all I needed to know on the 1st call. And called right back and when for it. Total time on the second call one hour and 20 minutes. And yes there was alot of haggling. I guess it helped that I use to sell cars couple with social engineering and of course this forums. I :love1:u all who posted ur success stories :D and to this forum :bowdown:

[baws22489]

I live in Southern Maryland, get the Dc locals and Sunday Ticket, with Superfan and have been a customer for 6 years. I paid $899 for the Hr10-250. I called today and got a CSR in retention. She said that the best she could do is immediate take $100 off for $299, and credits for $240, and my payments spread out of 3 months. Scheduled install is 9-9 so I'm wondering if it will be the HR20 as the official release is around 9/18? I can call later to argue a better deal, right now I want my locals in HD so I can watch football and not have the ST HD game say its blackedout and only available on your local channel, which happened alot last year. The wife gets mad when I pay over $200 for football but can't watch the game in HD because my locals are showing the same game for free. I do have an OTA antenna but the signal isn't reliable.

Oh well, I will let you know what I get on 9-9.

[dharmapoop]

call again and ask for retention they gave me 2 HD DVR Hr20 for 99$ total, 120 off my bill and free showtime for 6 months

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

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

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

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

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

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

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

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

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

dharmapoop

[Calebrot]

I hate to say this but ur post is partly what got me my free HR20-700. Mainly cause u live just north of me I realized it's possible in my area just take a different approach than u did. Actually, I even mentioned U and said I read of someone who was on that coveted list but got banned from it, probably from being unfriendly and the CSR gigled.

It may sound corny, but like that old saying goes: "you can catch more flies with honey than vinegar". On one of ur follow-up calls.



But that's were you're wrong, you have assumed that I was nasty with the CSR and that is just wrong. I was pleasant with her, up until the very end of the call when she told me that I was not getting it for free, even though my account was marked and has been marked for two weeks, and then I pleasantly said that I would be looking into Comcast if I wasn't going to get what I had been promised for two weeks and multiple CSR's, and she said that the decision would be made when they are available in my area other than going to Best Buy, but she couldn't guarantee that I would get it like promised. Now wouldn't you be pissed, if you planned this entire adventure on the fact that you were not going to have to pay for the receiver and then right before they come out you're told you're not.

Anyway, do you actually got one coming, ordered, because they told me their not available yet?

[o1montess]

anybody know when new york is coming out.
I made 4 calls.

1st- 399 for the h20 - or the h10. no budge with her.

2nd 399 for the h20 and 299 for the h10.

3rd 399 for the h20 and for the h10 I had to get ST.

4th not realy a hastle. h10 for free, or 199 for the h20, 4 months of hd programing and move some lines in the house for free. She offered me her crs name and #. and said she put a note in my folder and to call in 10 -14 days because they werent in new york yet. I dont think its a bad deal.

But I will try one more time to get it for free.

[keithdiehl]

Just placed HR20 order and scheduled installation for 9/20 in Boston area:

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

I'm also from the Boston area and wanted to know if you had any problems with ordering and how you went about it. I tried earlier today and they told me the only way is to pay full price @ Bestbuy!

[TekGamer]

Here is my current situation:
- DirecTV subscriber since 1997
- Total Choice Plus
- HBO and SPORTS package
- One DirecTV R10
- One Samsung SIR-S4080R (upgraded w/250GB HD)
- AT9 5LNB dish already installed myself, purchased from Ebay for $ 64 ($45 + $19 shipping)

I have sent numerous emails through DirecTV’s contact us page regarding available of the HR20 for upgrade. I have be very patient waiting to upgrade to an HD receiver because I cannot live without the local channels and refuse to watch tv without a DVR. Also, I have been waiting for a large (>65”) DLP HDTV with 1080p inputs. I live 45 miles from downtown Chicago and do not want to put an OTA antenna on my roof.

Finally, yesterday I received this reply to one of my emails to DirecTV:
----
Thanks for taking the time to write us and let us know your interest in our new HD DVR. Please know that at this time our new HD DVR (Model HR20) is only available at LA area and will soon be available nationally. However, you are important to us and we certainly want to keep you as a customer. A service specialist will call you in the next few days to discuss what we can do to meet your needs.

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

Sincerely,

Agnes
DIRECTV Customer Service
----

Today someone from customer retention left me a message on my answering machine. When I returned home I called customer retention (800-824-9081), and spoke with Bob, who was very helpful. He started out the conversation my putting me on hold for two minutes so he could read the email history on my account. After that, he said “So you saw the new HR20 DVR email, huh?” He went on to say that unfortunately the HR20 was not in the Chicago Aread local installer stock yet and the only way I could get it was through BestBuy.com. I asked if they could just ship me one from the warehouse since I do not need a installer to come to just hook it up to my TV, and he said, "unfortunately no, it's not that simple, but I would if I could”. I told him there were other dealers online that have it for sale cheaper than Best Buy so why should I buy it through them? He said Best Buy is the best bet because the other dealers, like VE, are currently operating on a waiting list. I said, whatever, and asked if I purchased it on my own, when I called to activate it what kind of deal could I get. So, after he said he needed to put me on hold to talk to his supervisor, after 5 minutes being on hold, … here is was offered to me if I purchased the HR20 myself though a retailer like BestBuy.com:

(1) When I call to activate the HR20, he noted on my account I would receive a $100 credit.
(2) When I call to activate the HR20, he noted on my account I would receive the HD package for free for the first four months.
(3) He said he could give me a $10/month discount for the next 12 months on my Total Choice Plus package, effective today. (a total savings of $120)
(4) He also said he could also give me a $10/month discount for the next 6 months on the HBO and SPORTS package, effective today. (a total savings of $60)

I logged in on DirecTV.com after hanging up the phone, and looked at the activity since my last bill, and I have the credits already listed on my account, as Bob promised:

Date Access Card Description Amount Tax Sub-Total
09/03/2006 xxxxxxxx - 12 Mos Prog Crdt $-10.00 $0.00 $-10.00
09/03/2006 xxxxxxxx - 6 Mo Spec Discount $-10.00 $0.00 $-10.00

So, I went ahead and ordered the HR20 from BeachAudio.com for $248.99 + $5.00 shipping ($253.99). I do not really care if receive this week or next week because I have a Samsung HL-S7178 (71” DLP HDTV) on order which I will not receive for a couple of weeks anyway.

My total savings is:
$253.99 – HR20 from Beach Audio.com
-$100.00 – DirecTV account credit when I activate the receiver
-$120.00 – in programming discounts for Total Choice Plus Pkg ($10/mo for 12 months)
-$60.00 – in programming discounts for HBO and SPORTS Pkg ($10/mo for 6 months)
Total = -($26.01)

[Sah]

I'm also from the Boston area and wanted to know if you had any problems with ordering and how you went about it. I tried earlier today and they told me the only way is to pay full price @ Bestbuy!

I made 2 calls this morning. On the first call the CSR told me that I couldn't order the HR20 until 9/12. On the second call (which only took about 20 minutes), I mentioned that I had received an email stating that the HR20 was available in my area through Best Buy, but that I'd rather lease it through D*. The CSR was really, really nice and told me that she was going "outside the box" to enter my order for free since I had just purchased the HR10-250 outright back in December. I've also been a D* customer for 8 years including NFL Sunday Ticket, and am signed up for automatic payments.

But I really think it's just hit or miss as far as who you end up with for a CSR, especially after reading through all these posts. I would suggest calling back and trying again until you get someone who will place the order for you (if you have the time). Good Luck!

[sideshow]

I just spent an hour on the phone with retention...well worth it.

A very nice lady named Diane helped me out. I told her I got an email that I would be offered a free upgrade to mpeg 4 equipment when my local channels were offered. The channels have been available here for a while but I said now that the HR20 is out I'd like to upgrade. She said that would be no problem. I gave her my account info and she said I was an "A-list" customer....whatever that means.

She said I was eligible for the free upgrade. I told her I wanted to move my existing HR10 to a new room. She then said that would be no problem but she wanted to check if she could get me another HR20. Which seemed kinda weird. She said that they would send a new HR20 and I would give them my HR10. I said that I had bought the HR10 almost two years ago and was not a lease. She said that she knew and that this program was for replacement....which I wasn’t too thrilled with. After that she said that I could lease another HR20 and it would just be the shipping charge. Now I was confused.

I said "So, you're gonna ship me 2 new HR20's and I will only have to lease one of them?" She said yes. So basically I will have one HR20 that I will own to replace my HR10 and I will be leasing the other one for $4.95 a month.

I asked her over and over again about this and she had the same answer every time. The HR20's get installed on Monday Sept. 11th.

I had to re-up for two years but I got superfan for $49, 6 months of HD for free and a $10 credit a month to offset my internet access which I have through Comcast.

At the very end of the call when I inquired about how to return my HR10, she said that the instructions didn't say I had to return it so I could just keep it. She said "It's old technology and won't work in the future anyway".:D

To sum up......I'm pretty happy. 2 new HR20's, I keep my HR10 and some programming feebies for $21.70.....not bad.

[andbye]

Made my 5th call to Rentention on Sat; got a friendly lady who said she would set up the whole free upgrade: HR20-700+AT9 Dish+Under eave mounting bracket+Zinwell 6x8 switch -- all for s/h of $19.95.

I got an order number but the order shown on my account on the internet is not even close to looking like any of the others posted. It is a single line entry showing the Order # and a price of $449.32 with install unscheduled. She had said my bill would show 3 pmts of $133 each with the whole amount completely offset by discounts and programming credits except for the s/h which was not shown. I had asked for an install on Sep 14 cause Ironwood said the would get an HR20 shipment on the 12th. Scheduling would be confirmed within 72 hours and she gave me a number to call for confirmation and to assure they brought a HR20 and not an HR10. Every thing she said sounded good but I am concerned abount how the order looks. I will check it out on Tues. Anyone else have this type of order shown. I don't want to get on with some hard case CSR that says the deal is invalid.

Well I found the discounts and programming credits that were promised listed under "Activity since last payment" which I haven't been able to find since the format was changed. Also I got a call from the installation dept setting an appointment for Sep 13. Now all I have to do is call the Installer on the 12th to make sure all the right equipment is available. Still weird my order is like no other

[dtvmiami]

[I]----

(1) When I call to activate the HR20, he noted on my account I would receive a $100 credit.
(2) When I call to activate the HR20, he noted on my account I would receive the HD package for free for the first four months.
(3) He said he could give me a $10/month discount for the next 12 months on my Total Choice Plus package, effective today. (a total savings of $120)
(4) He also said he could also give me a $10/month discount for the next 6 months on the HBO and SPORTS package, effective today. (a total savings of $60)

I logged in on DirecTV.com after hanging up the phone, and looked at the activity since my last bill, and I have the credits already listed on my account, as Bob promised:

Date Access Card Description Amount Tax Sub-Total
09/03/2006 xxxxxxxx - 12 Mos Prog Crdt $-10.00 $0.00 $-10.00
09/03/2006 xxxxxxxx - 6 Mo Spec Discount $-10.00 $0.00 $-10.00

So, I went ahead and ordered the HR20 from BeachAudio.com for $248.99 + $5.00 shipping ($253.99). I do not really care if receive this week or next week because I have a Samsung HL-S7178 (71” DLP HDTV) on order which I will not receive for a couple of weeks anyway.

My total savings is:
[COLOR="Blue"] $253.99 – HR20 from Beach Audio.com
-$100.00 – DirecTV account credit when I activate the receiver
-$120.00 – in programming discounts for Total Choice Plus Pkg ($10/mo for 12 months)
-$60.00 – in programming discounts for HBO and SPORTS Pkg ($10/mo for 6 months)
Total = -($26.01)

Funny, this is what I was offered and I declined.
You make no mention of the AT9 Dish that you will need.
I got the HR20 receiver, the AT9 Dish 4months of HD programming and Installation all for $19.95
Not saying which is better but when I was told exactly what u where offered, I laughed cause I knew there 'was still money on the table' (that's a saying at car dealerships, when u don't squeeze every penny out of customer.)
BTW, I have a ? for u. Over at beach audio I noticed the subtotal price is $268.99 it when up since u ordered it?

[dtvmiami]

But that's were you're wrong, you have assumed that I was nasty with the CSR and that is just wrong. I was pleasant with her, up until the very end of the call when she told me that I was not getting it for free, even though my account was marked and has been marked for two weeks, and then I pleasantly said that I would be looking into Comcast if I wasn't going to get what I had been promised for two weeks and multiple CSR's, and she said that the decision would be made when they are available in my area other than going to Best Buy, but she couldn't guarantee that I would get it like promised. Now wouldn't you be pissed, if you planned this entire adventure on the fact that you were not going to have to pay for the receiver and then right before they come out you're told you're not.

Let me try and clear up something. 1st u where on that list to get it free.
And, i'm assuming u called up again to verify that, u must of stirred something up where u where removed or denied. Cause u have to give someone a reason to override the notes that where put in ur account.

Here's what I did to verify my promo. I called in regular # and started to review ppv's for the last several months. At the end im like 'yea that sounds correct' and csr said anything else I can do for u. And that's when I asked to verify the notes on my account as far as the free equipment. He read everything back to me and said $19.95 was the total. I said thank u and hung up.

It's important to note: that once ur on the list and u want to call back an verify ur status, don't call back retention, call regular #. Cause over at retention, many who answer the phone are not ur entry level CSR, most have supervisor like roles, (some if not all are actually supervisors. Cause when I called and asked to speak to a supervisor, csr said "I am the supervisor") where they have the discretion to add or remove items at their discretion.


Anyway, do you actually got one coming, ordered, because they told me their not available yet?
U are right not availble yet. Sept. 11 is the big date that I was told over and over again b4 CSR hooked me up. I think sept.11 is the date it will be at BB for the masses. So technically mine is not on the way. However, once available it will ship automatically. And i'm not concerned cause cause we are in a large metropolitan are which is practically next on the list.

I got the csr ID # and name for my personal records, in case someone altered promo.

[njdboy]

was this a regular CSR or Retention?

It was retention I called.