Question about upgrade policy

[bobg]

I signed up in April and got the 10-250. When I complained about no HD locals which had been promised and the main reason I switched to D from Dish, I was told I would receive the new upgradeded box when it comes out at no charge.
Today when I called about the new 20-250 I was told I had to pay $99 for the upgrade. Do I need to pay this or is it worth fighting since it was promised to me.
If indeed I have to pay, is it really worth the $99 for the upgrade? I have OTA antenna and I get all the locals in HD except for NBC which comes out of San Jose and I don't pick it up. Should I just pay the $99 because of the chance that the new promised hd shows from the coming satellite will be in mpeg4?
Thanks for any help.
Bob

[Earl Bonovich]

1) If it wasn't documented on your account, or in some written form... You are fighting an uphill battle... but you should at least try.

2) What did you pay for the HR10-250 is going to play a major factor in what kind of deal you get on the HR20-700

3) Only you can decide for yourself if it is worth the cost... based on the feature set.

[Mike Huss]

Try again with customer retention. I paid basically nothing ($20 shipping) for my HR10-250 only two months ago and just got the HR20 as a replacement unit for free due to the HR10 not operating correctly. We still don't know if the failure of the HR10 was a modem failure or a failure to work with the wireless phone system that feeds my house (advanced tech support called it a modem failure).

The HR10 was a leased unit, but I was told it carries a one year warranty so it was covered anyway. If you got yours in April it should be a leased unit as well, so you could try to talk them into giving you a replacement since they are going all HR20 eventually anyway.

[Mike Huss]

One more thing, on a couple other threads a few people have said they have had to pay $99 for the HR20 but then they get an instant credit for $99 on their account. You may want to try for that as well.

[paulman182]

Or, you might be able to suggest programming discounts that will be the equivalent of bringing the cost way down.