View Full Version : If you ordered in L.A. check your work orders!! Big problem?!
VeniceDre
08-16-06, 03:53 PM
Hey guys, been lurking on this forum but I post on others. After 2 hours of being bounced around on the phone this morning I finally got my HR20 order in free to me. I OWN 2 HR10-250s but they still gave me the unit without the lease fee.
Here's the problem:
I'm scheduled for Friday the 25th. After seeing several other posts of people scheduled earlier than me I called back to see if I could get an earlier appointment. The work order just says HD DVR uprade. My local installer Connect TV told me they were installing an HR10-250. Apparently no one told them to start installing the HR20s. They said they are just being tested and don't even have them in the warehouse yet. After calling back retention and being transferred to RIO 3 (who handles L.A. apparently) they contacted Connect TV again and fixed the work order. They will be receiving their HR20s in about a week if they don't already have them. I was actually told by DirecTV if I knew anybody who ordered the unit I should give them the heads up on the problem cause if they are scheduled for the next few days they could be getting an HR10-250.
Do yourself a favor and just follow up on your orders to make sure you're getting the HR20 and not the HR10. The whole ordering process this morning was a mess. You think they would have explained the whole procedure to their CSRs beforehand instead of dropping the bomb on them this morning.
Earl Bonovich
08-16-06, 03:56 PM
Given that this is day #1 of the product...
This was bound to happen...
If you call... please don't get "too" upset with them... just work it out... and get all the i's dotted and T's crossed....
And people wonder why it was issolated just to a single city... :)
To work out issues just like this, so they don't happen on a national scale.
marcello696
08-16-06, 04:20 PM
Well my order states HD DVR (expanded HD programming) and looking at the order when i got my leased HR10 it simply said HD DVR. I guess I'll just call anyways to make sure they have the correct order
Is this the issue? I own an HR10 + others and got the new sub NFL Sunday ticket deal+5LNB install+"FREE" HR20+keep my owned HR10+other DVRs.
I assume the DIRECTV HD DVR (Expanded HD Prog. Capable) is the HR20.
Order Detail:
Description Unit Price Quantity Price
Swap New 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
Handling
$19.95 1 $19.95
VeniceDre
08-16-06, 04:42 PM
Well my order states HD DVR (expanded HD programming) and looking at the order when i got my leased HR10 it simply said HD DVR. I guess I'll just call anyways to make sure they have the correct order
My order is similar:
Order Detail:
Description Unit Price Quantity Price
Standard Professional Install
$0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish
$0.00 1 $0.00
Handling
$19.95 1 $19.95
Swap ReplaceImplied DVR IRD
$0.00 1 $0.00
DIRECTV HD DVR (Expanded HD Prog. Capable)
$0.00 1 $0.00
But since there is no model number designation on the work order Connect TV was just going to give me what they have in stock at the moment which is the HR10-250.
I was actually charged to credit card the full cost of the DVR + tax and shipping since I own all and I don't currently lease any equipment. They did however credit the whole amount back to my DirecTV account. So I paid up front sort of but I won't have to pay my DirecTV bill till December.
VeniceDre
08-16-06, 04:44 PM
Well my order states HD DVR (expanded HD programming) and looking at the order when i got my leased HR10 it simply said HD DVR. I guess I'll just call anyways to make sure they have the correct order
By the way I don't think they installers in our area had been told the difference. Hopefully you'll get the HR20. I was on hold for quite some time this morning but I'm glad I did it.
Earl Bonovich
08-16-06, 04:46 PM
Not that this would be a "popular" idea or not... and easy for me to say.
I would delay any install to at least next week, so they can work out any logistics with the installers in the area....
If waiting one more week (or a few days) ensures you get what you think you are getting.... that would be worth the phone call and the delay (vs taking the day off of work, or using up a Saturday)
....Seemed to be the best date to do the install - I assume it will be Ironwood in the Inland Empire. Took 4 calls but got it down to $29......
I live in an MDU so DirecTV will not sell me one...will any retailers in Los Angeles be carrying these?
biggorilla
08-16-06, 06:32 PM
I have an install scheduled for tomorrow afternoon. I tried to call the local installer DirectSat but typically it takes forever to get someone to answer and I was on hold for 45 minutes before giving up.
I decided to call DRIECTV Install department (888) 355-7530
After speaking with the DIRECTV installation department, they informed me that they would not be able to issue install dates without their installers having access to the new HR20 units. The install dates concide with product availability. After a few "Are you sure?", I felt confident they knew what they were talking about.
I guess I'll find out tomorrow afternoon. Kinda bummed though only got a $100 credit instead of just shipping cost.
pmathys
08-16-06, 06:35 PM
Thanks for the heads up VeniceDre
I did call the phone number given me at the time of my order for any questions. I spoke to a women in the installation department at DirecTV. She understood my concern regarding the HR20. She put me on hold for about a minute and then came back and assured me that I would be receiving the HR20 on Saturday. We'll see.
Paul
I have an install scheduled for tomorrow afternoon. I tried to call the local installer DirectSat but typically it takes forever to get someone to answer and I was on hold for 45 minutes before giving up.
I decided to call DRIECTV Install department (888) 355-7530
After speaking with the DIRECTV installation department, they informed me that they would not be able to issue install dates without their installers having access to the new HR20 units. The install dates concide with product availability. After a few "Are you sure?", I felt confident they knew what they were talking about.
I guess I'll find out tomorrow afternoon. Kinda bummed though only got a $100 credit instead of just shipping cost.
What was the actual cost?
biggorilla
08-16-06, 06:47 PM
What was the actual cost?
The actual cost was $453.51. Paid to a credit card and no offer to spread it out over a few months. Since I was given a $100 credit on my account, my credit card was charged the full amount.
HR20: $399
Handling Fee: $19.95
Tax: $34.56
My bill for this month is just $6.98 instead of $106.98. Think I got hosed a bit on the tax but look I'm a early adopter and these kind of things don't really irk me.
VeniceDre
08-16-06, 06:47 PM
If you guys know who services your area (Ironwood, Connect, etc) please let me know. I live in Venice Beach and Connect TV handles the Westside of Los Angeles. I finally got my order through at 10:30 A.M. this morning and I'm curious to why the earliest appt I could get was next week Friday while others have their appts. in the next few days.
biggorilla
08-16-06, 06:55 PM
I'm in the valley and my guess it that while they are beginning to install the new systems, your local installer might just be busy until next week.
VLaslow
08-16-06, 07:10 PM
I called yesterday to upgrade a sd DirecTivo to HD Tivo for a new TV. I was told that the HR20 would be availabe today. I called back at 0600 this am and placed the order. It shows as:
DIRECTV HD DVR (Expanded HD Prog. Capable)
and, a new 5 lnb dish. They wouldn't have given me the 5lnb without the new mpeg4 device. However, I'll ask what box they have BEFORE the start drilling.
I'm a 10 year customer and as I had just moved in June and had a new 3 lnb install done, I received the HR20 for $50 + shipping + 2 months Showtime. Not the best deal, but still ok.
Installation this Friday between 1 and 5pm.
VeniceDre
08-16-06, 07:14 PM
I'm in the valley and my guess it that while they are beginning to install the new systems, your local installer might just be busy until next week.
I pretty much figured that, I'm just curious which company handles what areas here now.....
Also, you might want to give a couple of followup callbacks on the credit you received. Intially they said no discount but a few phone calls to retention and speaking to a supervisor I eventually got it down to free. Maybe it would work for you too.
VeniceDre
08-16-06, 07:27 PM
I called yesterday to upgrade a sd DirecTivo to HD Tivo for a new TV. I was told that the HR20 would be availabe today. I called back at 0600 this am and placed the order. It shows as:
DIRECTV HD DVR (Expanded HD Prog. Capable)
and, a new 5 lnb dish. They wouldn't have given me the 5lnb without the new mpeg4 device. However, I'll ask what box they have BEFORE the start drilling.
I'm a 10 year customer and as I had just moved in June and had a new 3 lnb install done, I received the HR20 for $50 + shipping + 2 months Showtime. Not the best deal, but still ok.
Installation this Friday between 1 and 5pm.
When DirecTV intially upgraded my home to the 5 LNB dish back in January they gave me an H20 on the order. When Connect TV came out to do the install the installer tried to give me an H10... said I didn't need an H20 since L.A. wasn't MPEG4 yet... After a quick conversation and a raised eyebrow he went back down to his truck and returned with an H20.
davidord
08-16-06, 09:35 PM
By the way I don't think they installers in our area had been told the difference. Hopefully you'll get the HR20. I was on hold for quite some time this morning but I'm glad I did it.
I originally had the HR20 scheduled for an install on Monday morning, but after reading the earlier posts I decided to call Directv back. The rep agreed that Monday was too early for the installers to receive the new dvr's. So, I am re-scheduled for Wednesday morning. For me, it is better to be safe than sorry. Although, I really want the DVR now.
I guess what some of you are saying is that if you keep arguing ( in a nice and polite way ) you never will pay full price and just shipping. It looks like they are swapping out the HR-10s with HR-20s. Might be wise to take advantage of the HR-10 for free deal and then get an HR-20 for that same price. Any thoughts?
TheRatPatrol
08-17-06, 12:31 AM
I noticed the H20's and the HR10-250's at Best Buy the other day. Will you be able to buy the HR20's at any of the big chain stores?
Thanks!
Wally_Gator
08-17-06, 08:23 AM
I placed my order yesterday morning and after reading this thread, I called the installers (Ironwood).
What an eye opener for me. They really have no clue. They did not even know the HR20 was being released yet. Upon checking the local offices, they had zero HR20's in stock. While a shipment was expected today, they did not expect anything new (no HR20's).
I get the response from them that we will bring you what we have. They really had no clue what the difference between the H10 and HR20 was. Until I got ahold of one gentleman who agreed that we should postpone my order for 1 week.
At his suggestion, I called D* and asked if they could just ship it to me, and I got both a yes and a no. Completely non committal. Yet they said, if I ordered a HR20, one would be shipped to IronWood specifically for my install. I call BS on this one.... At this point, I will wait a couple of days and then call Ironwood back and see if they have any cluse as to what equipment they will be bringing me.
If I had gone ahead with my Install tomorrow, I would have received an H10. Actually I wouldn't have, I would have sent the Tech packing and called D* for a missed Appointment.
Ironwood completely screwed my AT9 install and took a month to straighten it out at the beginning of the year.
I am not holding my breath.
marcello696
08-17-06, 10:48 AM
I placed my order yesterday morning and after reading this thread, I called the installers (Ironwood).
What an eye opener for me. They really have no clue. They did not even know the HR20 was being released yet. Upon checking the local offices, they had zero HR20's in stock. While a shipment was expected today, they did not expect anything new (no HR20's).
I get the response from them that we will bring you what we have. They really had no clue what the difference between the H10 and HR20 was. Until I got ahold of one gentleman who agreed that we should postpone my order for 1 week.
At his suggestion, I called D* and asked if they could just ship it to me, and I got both a yes and a no. Completely non committal. Yet they said, if I ordered a HR20, one would be shipped to IronWood specifically for my install. I call BS on this one.... At this point, I will wait a couple of days and then call Ironwood back and see if they have any cluse as to what equipment they will be bringing me.
If I had gone ahead with my Install tomorrow, I would have received an H10. Actually I wouldn't have, I would have sent the Tech packing and called D* for a missed Appointment.
Ironwood completely screwed my AT9 install and took a month to straighten it out at the beginning of the year.
I am not holding my breath.
Im now officially worried and I expect I will not get a HR20 on Sunday. Hopefully I can get the 5 LNB dish installed at a minimum
biggorilla
08-17-06, 12:37 PM
OK, here's an update. I was very skeptical about my install for today from 1-5pm.
After waiting on hold again, I finally spoke to someone at Direct Sat, who is the local DIRECTV installer in the San Fernando Valley, they did not have the HR20. The woman I was speaking with asked when they would get them and they said this week, but not installs until next week.
So I rescheduled for next Thursday morning. I'll hold my fingers until then. It seems as though the internet (as always) is faster than DIRECTV. So for all of you Los Angelians, I would spare yourself any headache and schedule your install for no sooner than next Thursday 24th.
There are obviously "birth pangs" that are occuring in DIRECTVland.
VeniceDre
08-17-06, 12:38 PM
I placed my order yesterday morning and after reading this thread, I called the installers (Ironwood).
What an eye opener for me. They really have no clue. They did not even know the HR20 was being released yet. Upon checking the local offices, they had zero HR20's in stock. While a shipment was expected today, they did not expect anything new (no HR20's).
I get the response from them that we will bring you what we have. They really had no clue what the difference between the H10 and HR20 was.
That's the same response I got from Connect TV yesterday, "We will bring you what we have, and that's the HR10-250." After checking w/ a supervisor and the wherehouse he then said they have a few but they were only for testing. If they don't have them in the wherehouse yet hopefully they will by the end of next week.
Earl Bonovich
08-17-06, 12:41 PM
I just got this PM from another contact inside of DirecTV...
" if the order states (Expanded HD Prog. Capable), the HR20 is supposed to be brought to customer, no exceptions"
This launch is very important to them... while there may still be some kinks in the process... they are working extremely hard to get it right the first time...
A few minutes on the phone to make sure you get what you are expecting (if if it has to be at a later date).... is worth the time and effort... rather then taking a day of work, or spending a Saturday just to get something else.
Wally_Gator
08-17-06, 01:15 PM
I just got this PM from another contact inside of DirecTV...
This launch is very important to them... while there may still be some kinks in the process... they are working extremely hard to get it right the first time...
A few minutes on the phone to make sure you get what you are expecting (if if it has to be at a later date).... is worth the time and effort... rather then taking a day of work, or spending a Saturday just to get something else.
Earl,
Thank you for your review and hard work.
I do see issues with D* on this rollout.
1. Most CSR's did not know about the product or could even tell me what I ordered.
2. Some would tell me that "there is no way to guarantee any specific model"
3. Descriptions of the product are ambigous and with the lack of knowledge of the HR20, CSR's defer to the H10.
4. In the work orders to Ironwood, there is no specific detail to denote an HR20 is needed for an install (per Ironwood's CSR.)
5. Local Ironwood offices are not aware of the release of the HR20.
The one rep that I spoke to at Ironwood, was happy that I knew what I was supposed to receive. He was slightly upset that more info was not given to them and that he had to hear it from a customer. He called and confirmed the order while I was on hold.
Thanks a lot for starting this thread! I live in Riverside, Ca and was scheduled for Aug 22nd so I called Ironwood to ask about availability. They told me they won't be in for about two weeks and rescheduled for the 31st. They did say they would call me if any came in before the 31st to reschedule again.
Earl Bonovich
08-17-06, 03:10 PM
Earl,
Thank you for your review and hard work.
I do see issues with D* on this rollout.
1. Most CSR's did not know about the product or could even tell me what I ordered.
2. Some would tell me that "there is no way to guarantee any specific model"
3. Descriptions of the product are ambigous and with the lack of knowledge of the HR20, CSR's defer to the H10.
4. In the work orders to Ironwood, there is no specific detail to denote an HR20 is needed for an install (per Ironwood's CSR.)
5. Local Ironwood offices are not aware of the release of the HR20.
The one rep that I spoke to at Ironwood, was happy that I knew what I was supposed to receive. He was slightly upset that more info was not given to them and that he had to hear it from a customer. He called and confirmed the order while I was on hold.
Hence one of the reason why it is on a limitted release right now, so they can work out these issues...
Earl,
I'm new to the boards. Thank you for all your info about the HR20. Your review was well done and you've been very helpful.
I put in my order yesterday with Directv and everything went through correctly. The local satellite guys called me today to confirm an appointment and I made a point of it to ask which box they had written down to bring me. It has the HR20 listed, so hopefully everything will go well. My appointment is next week, so I'll update everyone as to how it goes.
khajath
08-17-06, 09:34 PM
Earl
Thanks five thousand times. We just move to Southern Kalifornia, everything is so crazy here: traffic, cost of living, housing, so many people, polution.
At least job here pays so much better, and there are plenty of them. Good food are everywhere. And now another reason: better TV :lol: :lol:.
I have not hooked up my R15 receiver (lot of bugs of first, but have gotten better, and serve me well so far) . Will call DIRECTV to see if I could upgrade to the HR20. Hope that work out well with my newly acquired Toshiba plasma.
Update: Just off the phone with DIRECTV customer service. Will get the HR20 installed next week, $399, but credit and rebate will be around $200 already, so I think $199 out of my pocket is a good deal. I can not wait
Red Dwarf
08-17-06, 10:31 PM
Earl
Thanks five thousand times. We just move to Southern Kalifornia, everything is so crazy here: traffic, cost of living, housing, so many people, polution.
Pollution ? You should have been here in the 70's.... This is paradise compared to those days.
:D
Hence one of the reason why it is on a limitted release right now, so they can work out these issues...
This issues of not training and not informing CSR'S about how to do stuff with new products has gone on since day 1, and they have done nothing to fix it.
So i sincerly doubt this PUSH to get it right this time, is nothing more than lip service.
In Directv's defense almost every company today is like that they do not attempt a real solution to fix it.
It is ingrained in how all companies operate.
davidord
08-17-06, 11:19 PM
My HR20 installation is set for Wednesday A.M. Is Wednesday safe for an install? The Directv rep said the supplier would have stock by then, but I still have my doubts. Has anyone heard anything else?
VLaslow
08-18-06, 10:19 AM
I just spoke to D* and Ironwood and asked if, this afternoon, they were really bringing an HR20 for the install. Their reply was, "yes." I'm still a little skeptical, but I'll be here.
TheRatPatrol
08-18-06, 12:23 PM
I just spoke to D* and Ironwood and asked if, this afternoon, they were really bringing an HR20 for the install. Their reply was, "yes." I'm still a little skeptical, but I'll be here.
Cool. Let us know how it goes, I'm excited for you. :D
Wally_Gator
08-18-06, 01:02 PM
This issues of not training and not informing CSR'S about how to do stuff with new products has gone on since day 1, and they have done nothing to fix it.
So i sincerly doubt this PUSH to get it right this time, is nothing more than lip service.
In Directv's defense almost every company today is like that they do not attempt a real solution to fix it.
It is ingrained in how all companies operate.
I echo this sentiment. I work in IT for a company that services 160,000 members.
Everytime we have even a soft rollout, we inform everyone involved in support of that rollout.
It is extremely frustrating for the customer to educate the CSR's. MPEG4 as a term is still not understood by current CSR's, they do not understand that there are two data stream formats in general. This has to do with corporate training and culture.
In the end Customer satisfaction will suffer.
Yet the "Microsoft mentality" persists. Quick rollout and patch like crazy. Quantity not quality. We can only hope that this pervasive mentality changes.
VLaslow
08-18-06, 04:19 PM
And the answer is, "This is what we had in the warehouse..."as he proudly displayed the HR10-250.
The installer said he didn't have any HR20's and wasn't really certain what that was. His supervisor, after "checking with D* said they wouldn't be available until late Sept.
While I was speaking with the installation supervisor, I was holding with D* Retention, who, by their records, knew that I had called this am to confirm delivery of an HR20. He told me that the units had shipped in time and should be there. After checking with their Receiving Dept, Ironwood told my contact that "they were being unloaded now."
To make a long story short, I'm rescheduled for Tuesday afternoon. What a surprise!
VeniceDre
08-18-06, 04:41 PM
At least now we know... hopefully everyone else who has an install in the next couple of days sees what you went through VLaslow and calls in immediately to avoid the trouble of waiting for the installer and getting an HR10-250. Hopefully they will have this sorted out quickly. I'll be upset if next Friday they still show up with an HR10-250.
I noticed the H20's and the HR10-250's at Best Buy the other day. Will you be able to buy the HR20's at any of the big chain stores?No, and you can't "buy" the HR10 nor H20 either. Best Buy, Circuit City, Amazon et al are all offering lease units. Check out the verbiage on their respective websites; you may have to hunt for it.
So has there been an actual install in LA as of Friday afternoon or is it up to us Saturday installs?
Anyone for taking bets on when the first real install is?
marcello696
08-18-06, 05:07 PM
ironwood called me today and assured me that they got the HR20's today and I should be getting a HR20 for my Sunday install. So hopefully anyone getting an install tomorrow should be ok
Hence one of the reason why it is on a limitted release right now, so they can work out these issues...It seems like that at this stage of the game, they should have two critical issues already figured out from previous experience:
1. Installers can't install them if they don't have them.
2. Telling an owner, purchasing person or bookkeeper about the new model doesn't mean that the front-line people will pick it up by osmosis.
Thus far there is nothing related to the HR20 that is a problem. Given the number of hits to your review, it is obvious that a few people know about the HR20 and are chomping at the bit.
These are issues that they have experienced many times in the last few months with the R15 and H20 that are happening all over again. I'm not sure what kind of education program DirecTV has for its dealers and contractors, but I would have thought that this should have been taken care of long ago.
Now if there turns out to be some issues with the HR20 itself, be it availability or widespread technical problems, then I'll buy the slow rollout arguments.
VeniceDre
08-18-06, 08:52 PM
So has there been an actual install in LA as of Friday afternoon or is it up to us Saturday installs?
Anyone for taking bets on when the first real install is?
Check out this thread:
http://www.dbstalk.com/showthread.php?t=62242
wmccain
08-19-06, 02:20 AM
I OWN 2 HR10-250s but they still gave me the unit without the lease fee.
I'm wondering if they are offering to upgrade BOTH of your HR10-250s (and for FREE).
For months now, it has been reported that the HR20 would be a free upgrade for HR10 owners (along with a free 5 LNB dish and free install of said dish). The price of $99 was also mentioned (back in January), but mostly it has been claimed that as each market is upgraded, it would be free. (My market is SF Bay Area, with they tell me will be upgraded next month, September.)
But I have three HD DirecTV receivers. One of them is an HR10-250, the other two are connected to standalone TiVos (for non-HD recording, of course). So I would like all three replaced with HR20s, and I am wondering whether or not to buy two more HR10-250s (which I can get for about $300 each plus shipping) and then ask (no, demand) DirecTV to upgrade all three ... or would I be better off just waiting and getting the one existing HR10-250 upgraded for free and then pay DirecTV for two more HR20s ...
William C. McCain
Palo Alto, California
So I would like all three replaced with HR20s, and I am wondering whether or not to buy two more HR10-250s (which I can get for about $300 each plus shipping) and then ask (no, demand) DirecTV to upgrade all three ... or would I be better off just waiting and getting the one existing HR10-250 upgraded for free and then pay DirecTV for two more HR20s ...Beware of salesmen offering HR10s for under $600. Five months after the transition, you'll likely have a terrible time convincing anyone at DirecTV that you bought a receiver outright.
Be absolutely certain to get a statement in writing from the seller to the effect that they are selling the unit outright and not as part of the leasing plan. Have this document in hand before you buy.
wmccain
08-19-06, 01:36 PM
Five months after the transition, you'll likely have a terrible time convincing anyone at DirecTV that you bought a receiver outright.
What actual difference does it make? There appear to be no monthly charges for a "leased" receiver — it appears that the only difference is that they own the receiver, not the user, and can take it away if service is discontinued.
Since they are apparently going to "take away" one's old unit, owned or leased, when upgrading to an HR20, it seems to make little or no practical difference. And I presume (correct me if I am wrong) that the HR20 they provide for "free" will be considered leased, regardless of the provenance of the HR10-250 that it replaces.
My question remains, however: Will they upgrade more than one HR10-250 as part of this HR20 offer?
Bill
BillyBob_jcv
08-19-06, 01:54 PM
I echo this sentiment. I work in IT for a company that services 160,000 members.
Everytime we have even a soft rollout, we inform everyone involved in support of that rollout.
It is extremely frustrating for the customer to educate the CSR's. MPEG4 as a term is still not understood by current CSR's, they do not understand that there are two data stream formats in general. This has to do with corporate training and culture.
In the end Customer satisfaction will suffer.
Yet the "Microsoft mentality" persists. Quick rollout and patch like crazy. Quantity not quality. We can only hope that this pervasive mentality changes.
I also work in IT where we often need to roll new HW/SW/Services to our large customer base. IMHO we often tend to blame the "company" for doing a poor roll-out, and yes, often the "company" didn't take the time to properly inform & train the support organizations. HOWEVER, I have also been in the situation where we *have* tried to do it right - by repeatadly communicating information, preparing detailed training material, having training sessions with Support - and you know what? A good percentage of the PEOPLE working on the front lines of support still get it wrong. They don't read what we send, they don't attend or pay attention at the training sessions, or they simply don't get it and are unwilling to ask for help. Let's face it, in a white collar company CSR is pretty close to the lowest rung on the ladder. There are usually lots of temps, and anyone with any promise is probably looking for a way to move off the phones. There's nothing wrong with being a CSR - plenty of people have begun their technical careers on the phones, but it is not a job where high expectations are set by management. My 0.5 cent...
VeniceDre
08-19-06, 03:16 PM
What actual difference does it make? There appear to be no monthly charges for a "leased" receiver — it appears that the only difference is that they own the receiver, not the user, and can take it away if service is discontinued.
Since they are apparently going to "take away" one's old unit, owned or leased, when upgrading to an HR20, it seems to make little or no practical difference. And I presume (correct me if I am wrong) that the HR20 they provide for "free" will be considered leased, regardless of the provenance of the HR10-250 that it replaces.
My question remains, however: Will they upgrade more than one HR10-250 as part of this HR20 offer?
Bill
I'm having my H20 upgraded, not my HR10s... I get to keep my HR10s. One of my HR10s is from June 2004 ($1000), the other December 2004 ($800)... There was no way I was giving up my HR10s in the deal. I've been with DirecTV since 1996 and I've had Sunday ticket for about 6-7 years. When I had the AT9 installed with the H20 back in January they noted my account that when the HR20 came out I would be receiving at least a $250.00 credit toward it, I ended up with a $454 credit... They told me I'd have to wait 6 months before getting another one otherwise I'd have to pay full price for that one ($454). Having a high monthly bill and being a long time customer definately helps with the negotiation.
cpinla41
08-19-06, 03:28 PM
saturday 8/19, los angeles...
hr20 installation underway. i'm looking at the box right now....it is actually a hr20, not the hr10-250. i kinda can't believe it, actually....
i made the appointment on thursday, called yesterday to confirm that it was the hr20 i would be getting, spent an hour on hold, was told it would be the hr20 (still wasn't truly convinced). lo and behold, its here.
CP
VeniceDre
08-19-06, 05:49 PM
saturday 8/19, los angeles...
hr20 installation underway. i'm looking at the box right now....it is actually a hr20, not the hr10-250. i kinda can't believe it, actually....
i made the appointment on thursday, called yesterday to confirm that it was the hr20 i would be getting, spent an hour on hold, was told it would be the hr20 (still wasn't truly convinced). lo and behold, its here.
CP
At least we now know that DirecSat has their HR20s... I'm going to call my installer Connect TV to see if they received their's yesterday like Ironwood and DirecSat.
I echo this sentiment. I work in IT for a company that services 160,000 members.
Everytime we have even a soft rollout, we inform everyone involved in support of that rollout.
It is extremely frustrating for the customer to educate the CSR's. MPEG4 as a term is still not understood by current CSR's, they do not understand that there are two data stream formats in general. This has to do with corporate training and culture.
In the end Customer satisfaction will suffer.
Yet the "Microsoft mentality" persists. Quick rollout and patch like crazy. Quantity not quality. We can only hope that this pervasive mentality changes.
A lot has to do with who you speak with when calling DTV. As a tech agent we are just as frustrated dealing with our "outsourced" call center reps who handle the majority of the calls when they first come in. Actual DTV tech agents have been aware of the HR20, its capabilities and features, how to troubleshoot, well before it being released on the 16th. If in doubt when calling in ask to speak directly to technical, if that rep doesnt seem up to speed, ask for Tier 2. I know transfering is a pain in the a**, but speaking with the right department will ease a lot of headaches.
plehrack
08-21-06, 05:46 PM
I had my HR20-700 (free) installed today (8/21) but had a few issues. I previously had 4 Tivo units and was deactivating one (a SAT-T60) to make room for the HR20. When the installer called to get the new unit activated, the DTV person could not get the DVR+ service to activate. After being on hold and transferred several times (a 30 minute call... he wasn't happy), the installer was able to find someone who could accomplish this and then he left. After he left, I noticed that none of my 3 remaining Tivos had DVR service. After talking to 4 people at DirecTV, I finally got all of the DVR services happening at once.
I am glad that I kept my HR10-250 next to the new box, the DTV DVR software is terrible. I'm going to use my HR10-250 for most recordings, the HR20 will handle my regional sports broadcasts.
Peter Lehrack
What actual difference does it make? There appear to be no monthly charges for a "leased" receiver — it appears that the only difference is that they own the receiver, not the user, and can take it away if service is discontinued.There are two conceivable reasons to purchase:
1. You can hack and/or resell the machine (resale is going to be next to nothing within a year?)
2. You want to avoid the two year commitment (this may not be possible).
Reason number one is the one that you hold in your pocket if DirecTV doesn't offer an attractive upgrade to the HR20. Reason number two is the one that you keep around in case DirecTV gets stupid and doesn't meet your expectations. Both are pretty far fetched reasons by many accounts.
wmccain
08-21-06, 07:19 PM
There are two conceivable reasons to purchase:
1. You can hack and/or resell the machine (resale is going to be next to nothing within a year?)
2. You want to avoid the two year commitment (this may not be possible).
1. Resale is not important to me, especially if they are going to "take it away" when I upgrade (not clear how well enforced that is, probably depends on the installer). And if I wanted to hack a unit, which I don't, it wouldn't stop me if it was leased and not owned. (I'm sure they just throw returned units in the trash bin anyway.)
2. Last year, before the "lease policy", I activated my purchased HR10-250, replacing a SD DirecTiVo — and got stuck with a two-year commitment. I complained about it, but they insisted that any activation results in a two-year commitment, even if I bought the unit for full (unsubsidized) price (as was the case with my HR10, I had actually bought it when they first came out two years ago but kept it in a closet until the "right HD LCD" came along) and even if it was replacing an existing receiver that I owned.
Bill
pdawg17
08-21-06, 08:23 PM
the DTV DVR software is terrible.
Just curious...are you a long-time Tivo user?
plehrack
08-22-06, 02:15 AM
Just curious...are you a long-time Tivo user?
Yeah, been Tivoing for at least 6 years. My 3 other DVR's are tivo's, I have a love hate relationship with them. Many season passes with first run only record repeats and sports season passes don't work at all. The HR10-250 is slow as molasses but has dual live buffers. Tivo has a bounce forward on rewinds that I don't understand but the peanut remote rocks.
My initial impressions of the HR20 are negative but as long as I get my PrimeticketHD and FSWHD, I'll get by..... my HR10-250 will carry most of the weight.
fwiw, after speaking with 3 CSR's regarding local regional sports networks in HD... the consensus is that the games will appear at the time of broadcast on channels in the the 80's... we will see.
Peter
plehrack
08-22-06, 02:24 AM
Just a curiosity... DirectSat installed my HR20-700 and the box was resealed with a note that said "already forced download", I dunno what that means.
Peter Lehrack
DaveC56
08-22-06, 10:05 AM
For those of you who had the HR20-700 installed along with upgrading your D* satellite dish to the AT9, did D* also replace your multi-switch, assuming you needed more than 4 output feeds??? Did you have to purchase the Zinwell WB68 multiswitch in advance of your upgrade installation?
Dave
paulman182
08-22-06, 10:30 AM
[QUOTE=plehrack;633282]Just a curiosity... DirectSat installed my HR20-700 and the box was resealed with a note that said "already forced download", I dunno what that means.
Just guessing here, but it probably means some tech already caused the receiver to download the latest software and for the installer not to expect it to start downloading, as some receivers do when first installed.
Earl Bonovich
08-22-06, 11:09 AM
Just a curiosity... DirectSat installed my HR20-700 and the box was resealed with a note that said "already forced download", I dunno what that means.
Peter Lehrack
As Paul responded...
That most certainly means, that while the box was still at the shop...
The box was opened, the HR20-700 was connected to a SAT stream and TV... and they forced the download of the release version of the software.
(Most of these units where assembled a month+ ago)....
They probably also did that to confirm they didn't have a DOA box when they got to the sight.....
plehrack
08-22-06, 12:17 PM
For those of you who had the HR20-700 installed along with upgrading your D* satellite dish to the AT9, did D* also replace your multi-switch, assuming you needed more than 4 output feeds??? Did you have to purchase the Zinwell WB68 multiswitch in advance of your upgrade installation?
Dave
The installers replaced my switch without charge.
VLaslow
08-22-06, 09:32 PM
They came back today WITH the HR20. They had a difficult time tuning the dish; from about 12:15pm until 4:30pm. It finally worked. Then the DVR capability wouldn't turn on. That was another 30 minutes. FINALLY, it's done and working.
I'm too tired to think too much about it now, but I have set up two recordings for this evening.
After I get some rest, I'll worry about the learning curve. At least, it's here.
VeniceDre
08-25-06, 01:07 PM
What a joke! I'm scheduled for 10-12 today... I got no confirmation call yesterday or this morning so I checked online and my work order says "unscheduled" I call retention, they look into it and call me back and tell me I'm still scheduled and that Connect TV would be calling within 20 mins. to let me know an ETA on the driver. 10 mins later I get a call from Connect TV letting me know they are running late (it's only 10:30 AM) and if they can reschedule for tomorrow... I say no, and then he tells me its not gonna happen today. I ask for a supervisor and instead he gives me the main number for Connect TV... let the 30-45 min hold begin.
:mad: :mad: :mad: :mad:
tavarua88
08-25-06, 04:47 PM
I got a HR20-700 today out of pure luck. I had recently moved and was offered a free HD receiver or DVR. This was back in mid July and it had taken Connectv and Directv forever to actually deliver my receiver due to rescheduling and bringing out the wrong equipment.
After going back and forth I rescheduled my appointment 2 weeks ago to get a regular HD receiver (assumed it would be the HR20). Today the installer comes out saying that he's suppose to install a HR20 and HR20-700. I was kinda surprised about it so I told him to only install the dvr. Needless to say I'm pretty happy about it and hopefully wont have to pay out of my pocket since they never mentioned any additional charges throughout the entire process. I'm a huge tivo fan but will give the directv dvr a shot...
VeniceDre
08-25-06, 04:59 PM
After much time on hold and a couple of supervisors the installer finally showed up at around 2:00 P.M.... with no HR20.... He ran an extra line for me from my existing AT9 dish and he's just sitting around waiting for another guy to bring him one up from the warehouse... That guy is stuck in Friday afternoon traffic on the 405.
Not sure my directv upgrade order was scheduled properly and don't have a model number for the receiver on the order. Anyone have a clue what I was set up for here?
Swap ReplaceImplied DVR IRD $0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish $0.00 1 $0.00
Handling $19.95 1 $19.95
Standard Professional Install $0.00 1 $0.00
HD DVR $0.00 1 $0.00
Not sure my directv upgrade order was scheduled properly and don't have a model number for the receiver on the order. Anyone have a clue what I was set up for here?
Swap ReplaceImplied DVR IRD $0.00 1 $0.00
DIRECTV 5-LNB Multi-Satellite Dish $0.00 1 $0.00
Handling $19.95 1 $19.95
Standard Professional Install $0.00 1 $0.00
HD DVR $0.00 1 $0.00
When I originally had an install set up for the HR10 the work order said "HD DVR", but when I cancelled and signed up for the HR20 the work order said "DIRECTV HD DVR (Expanded HD Prog. Capable)" So I think you should call and double check.
HokeyPokey
08-28-06, 09:05 PM
Hang in there HR20 zealots! I too was conned less than a month ago: when I ordered HD DVR via the D-TV website, they sent out an installer with the 3LNB and an HR10 so I didn't let him take their passe gear into my house. I called installation and they were apologetic and speedily reversed the charges on my credit card, at least!
This time I spent half an hour on hold so that I might verify D**tv actually had the HR20 and would be installing that plus a 5LNB antenna. This rep didn't swear on a bible but he assured me they were in stock and the ONLY place the HR20 is available now is Los Angeles. Where I am certainly glad I live at the moment!
I'm a long time tivo user and very upset that I must switch to another type of DVR but tivo only offers me the option to sign up for INFORMATION regarding when their series 3 machine will be released. I guess I'm loyal but I'm not that loyal...
I'm scheduled for the installation next Wed and will let you know if I got the machine I was promised and my .02 cents about its quality/usability.
H.P.
Hang in there HR20 zealots! I too was conned less than a month ago: when I ordered HD DVR via the D-TV website, they sent out an installer with the 3LNB and an HR10 so I didn't let him take their passe gear into my house. I called installation and they were apologetic and speedily reversed the charges on my credit card, at least!
This time I spent half an hour on hold so that I might verify D**tv actually had the HR20 and would be installing that plus a 5LNB antenna. This rep didn't swear on a bible but he assured me they were in stock and the ONLY place the HR20 is available now is Los Angeles. Where I am certainly glad I live at the moment!
I'm a long time tivo user and very upset that I must switch to another type of DVR but tivo only offers me the option to sign up for INFORMATION regarding when their series 3 machine will be released. I guess I'm loyal but I'm not that loyal...
I'm scheduled for the installation next Wed and will let you know if I got the machine I was promised and my .02 cents about its quality/usability.
H.P.
Tivo series 3 release in sept; at $799
Wally of Escondido
08-29-06, 01:34 PM
Well the installer showed up this morning and its a good thing I check this posting. They had the H10 and many more H10s in the truck ready to install. The installer made many phone calls after I informed him it should be the HR20. The wharehouse informed him that is what they have and will not get any HR20s for at least a month. I had called Ironwood last week to make sure and they informed me that they did not install mine last week because they did not have a HR20 left and would get a new shipment in over the weekend and that it would be the HR20 installed Tuesday (today).
So when they show up---check the box!
FilmMixer
08-29-06, 03:50 PM
3 calls to Directv, 2 hour long on hold no answer calls to directsat. and they still only showed up with one of the two HR20's I ordered... after much debate, my installer got in the truck, went back to the warehouse, and got my second unit... he did a great job, but the work order was unclear and Directv put the two HR20's on different work orders, but he only had one on the schedule... I guess it's just a craps shoot at this point..
PS.. I asked if they still had the HR10-250's and he said they were still installing them..
3 calls to Directv, 2 hour long on hold no answer calls to directsat. and they still only showed up with one of the two HR20's I ordered... after much debate, my installer got in the truck, went back to the warehouse, and got my second unit... he did a great job, but the work order was unclear and Directv put the two HR20's on different work orders, but he only had one on the schedule... I guess it's just a craps shoot at this point..
PS.. I asked if they still had the HR10-250's and he said they were still installing them..
This is probably an isolated incident, not a massed error
vBulletin® v3.7.6, Copyright ©2000-2010, Jelsoft Enterprises Ltd.