New HR20 in today!

[SteveHas]

My second, (and free!) HR20 was just installed today, and it was a brand new HR20-700, and so far it seems flawless. In fact it seems much faster than my first one.
RF remote is perfect.
There was a delay in activation. The installer said that D* was not activating boxes for a few hours today due to "some changes D* was making today" was his direct quote.
Somethings up it seems.
I'm sure someone here knows whats going on today. :grin: :grin: :grin: :grin: :grin:

[jpellech]

Any recommendations on getting a 2nd HR20 for free. I was able to get my first one severely discounted last year when they first came out, but was hesitant to call about a second one, since I don't have much leverage (other than I have every channel plus MLB Extra Innings). I'm looking to replace my old HR10-250 since I actually like the HR20 better.

[SteveHas]

Any recommendations on getting a 2nd HR20 for free. I was able to get my first one severely discounted last year when they first came out, but was hesitant to call about a second one, since I don't have much leverage (other than I have every channel plus MLB Extra Innings). I'm looking to replace my old HR10-250 since I actually like the HR20 better.

I called D* and told them that I had been a loyal customer since 1997-8 and had NEVER gotten any equipment, or installs for free. I had to get passed through to Retention ( I assume, as the first CSR did nothing for me)
I said I felt taken advanatge of because new customers the past few years have gotten multiple rooms of equipment for free, and I have always had to buy my equipment. In fact my first set I had to completely install myself.
I told her that I had been paying more and more for NFL ST and it just wasn't fair.
She agreed, and asked me what I wanted.
I said another HR20 for free, or NFLST SF for free. She came back and gave me both!

[Fish Man]

Any recommendations on getting a 2nd HR20 for free. I was able to get my first one severely discounted last year when they first came out, but was hesitant to call about a second one, since I don't have much leverage (other than I have every channel plus MLB Extra Innings). I'm looking to replace my old HR10-250 since I actually like the HR20 better.

I got a second HR20 for $19.95 as a replacement for my HR10 only a couple of months after getting my first HR20.

However, my HR10 really was rebooting and locking up frequently, so it was a replacement for my defective HR10.

If you've been a loyal customer for awhile, they'll often agree to a $19.95 upgrade simply because the HR10 can't receive any of the new HD channels or HD locals. Can't hurt to call and ask.

[hadji]

I have gotten two free HR20's in the last year, a free standard HD receiver, $180 in programming credits plus a years worth of free HBO and Showtime. If you are on their A list, then you can pretty much get what you want. Just be persistent, but nice and ask to speak with retention dept. as they can handle the big requests. D* looks at us long time customers as the best and cheapest advertisement they can buy, so they want to keep us happy to spread the word, which I have with no problem.

[Stuart Sweet]

Congrats.. and great deal!

[Guitar Hero]

Any recommendations on getting a 2nd HR20 for free. I was able to get my first one severely discounted last year when they first came out, but was hesitant to call about a second one, since I don't have much leverage (other than I have every channel plus MLB Extra Innings). I'm looking to replace my old HR10-250 since I actually like the HR20 better.

I just got one for free. The good part; I didn't even order one! It was waiting at my front door with my address and name on it. Why? I have no clue.

BTW, I already have one. For exactly one year, now. That one was free, too. Could an order for one be accidentally recycled? Has anybody else 'Just received one' for free?

EDIT: This model is a HR20-700S. What model where the first ones, again? HR20-700, weren't they? So what's the difference?

[SteveHas]

I have gotten two free HR20's in the last year, a free standard HD receiver, $180 in programming credits plus a years worth of free HBO and Showtime. If you are on their A list, then you can pretty much get what you want. Just be persistent, but nice and ask to speak with retention dept. as they can handle the big requests. D* looks at us long time customers as the best and cheapest advertisement they can buy, so they want to keep us happy to spread the word, which I have with no problem.

I have always been a big fan, the last few years I wasn't as thrilled as I had been, but I must say the past few months its getting to feel like the good old days again.
I am far more than happy to proclaim the benefits of life with D* & the "Endeavor" A.K.A. the HR20-700 (which by the way has grown onto a great piece of equipment).
I would never give up my HR20s now. :D

[Milominderbinder2]

Any recommendations on getting a 2nd HR20 for free...
I have been compiling the tips posted in the What the Deals are, and what are you being told by CSR? thread. I called a couple of days ago to ask about getting a free HR20 for my Sony SD TiVo. They instantly started asking about installation dates. I balked and they offered free HD and Showtime. Here are the steps...

Getting a Good Deal on an HR20 (http://www.dbstalk.com/showthread.php?p=839938#post839938)

Good luck!

- Craig

[personman]

If you have an HR10-250 you are automatically eligible for an $99 + $19.95 upgrade because eventually that unit won't be able to display D* HD programming.

[paulman182]

I have been compiling the tips posted in the What the Deals are, and what are you being told by CSR? thread. I called a couple of days ago to ask about getting a free HR20 for my Sony SD TiVo. They instantly started asking about installation dates. I balked and they offered free HD and Showtime. Here are the steps...[
Upgrading to the HR20:
1. Check out the competition. Print out the offers from Comcast, DISH, etc.
2. Call DIRECTV at 800-531-5000. At the voice prompt say "Cancel" to go directly to Retention.

Once again you are attempting to apply a one-size-fits-all formula to a highly variable experience.

It is surprising to see that you advise every customer to threaten cancellation when they may either have no intention or doing so, or may even still be under contract.

If it had been necessary for me to lie and say I was considering cancellation, I certainly would not have my two free HR20s.

[texasbrit]

Once again you are attempting to apply a one-size-fits-all formula to a highly variable experience.

It is surprising to see that you advise every customer to threaten cancellation when they may either have no intention or doing so, or may even still be under contract.

If it had been necessary for me to lie and say I was considering cancellation, I certainly would not have my two free HR20s.

Using Dish or the cable company as leverage and threatening cancellation used to be very effective. However it has become so over-used that many CSRs are ignoring it and in fact it can be a negative in your negotiations, particularly as paulman says when the CSR can see you are still in a 2-year commitment.

[ldmth44]

It simply amazes me how everyone wants something for free when there are commitments to contracts and other legal aspects of a subscription are involved. To threaten to cancel should incur a termination fee as that is a violation of an original contract, if before two years. I understand the reason if you have equipment that will not handle the new HD lineup, as D* should be able to see that for themselves, but the totally loose way of just getting free equipment to me seems bothersome, especially if D* is doing this. Don't they have auditing in- house to check these issues? Not all people can do this! How can this company stay profitable if they allow to have everything for free? They should tighten up the ship a bit to be extremely fair to everyone!

The only free equipment that should be received is replacements for faulty equipment (IF THE PROTECTION PLAN IS SUBSCRIBED TO).

[Gbsnplr]

I wonder what you have to do to get 5 stars. I have never had a late payment, been a customer for 9 years have the total package with HD and 5 dvr's and I only have 2 hearts.

[dave29]

I just got one for free. The good part; I didn't even order one! It was waiting at my front door with my address and name on it. Why? I have no clue.

BTW, I already have one. For exactly one year, now. That one was free, too. Could an order for one be accidentally recycled? Has anybody else 'Just received one' for free?

EDIT: This model is a HR20-700S. What model where the first ones, again? HR20-700, weren't they? So what's the difference?

S=silver

[sxg34]

Just followed Craig's instructions and got my new HR20 for $19 shipped. I didn't even have to request for this price. I just asked for a good deal and boom!

sxg34

[ldmth44]

2. Call DIRECTV at 800-531-5000. At the voice prompt say "Cancel" to go directly to Retention.

Propigating a lie to get something for free.

[Rakul]

Well I tried this and got to a great customer service rep named Dan, I think he was in retention, but all I asked him is are there any deals on the HR20 since I had another LCD now and he said unfortunately the best deal he could give me was free :). Very personable guy and only took $19.95 shipping unfortunately they are busy in my area which they have been for awhile now so they will call me back within 72 hours to schedule the appointment. No threats and a very pleasent conversation.

[personman]

The 1-5 program is going through a revamping, 2 is actually 4.

If you spend more money, i.e. sports subscriptions, equipment upgrades, ppvs, then your stars will be higher. If you get a lot of credit, your stars can go lower.

[RobertE]

Just be aware if one goes the "cancel" route to retention, that you may find that the CSR calls your bluff and shuts off your TV.

[Orient Express]

Just be aware if one goes the "cancel" route to retention, that you may find that the CSR calls your bluff and shuts off your TV.

If you do, just cut the call short, and call again, and again, until you get someone that gives you what you want. Those that 'grind" get the best coffee!

[Milominderbinder2]

Just be aware if one goes the "cancel" route to retention, that you may find that the CSR calls your bluff and shuts off your TV.
I think that it is critical that the first thing you do when you get to a person is:

Be polite. Tell them you want to stay with DIRECTV.

There used to be a phone number to Retention. Then for months the word at the main prompt to get to retention was "Retention." Now it is cancel. The retention rep has capabillities the front line CSR does not have.

Never threaten.

How about if I chenge it to say, "Ask for Retention."?

- Craig

[RobertE]

I think that it is critical that the first thing you do when you get to a person is:

Be polite. Tell them you want to stay with DIRECTV.

There used to be a phone number to Retention. Then for months the word at the main prompt to get to retention was "Retention." Now it is cancel. The retention rep has capabillities the front line CSR does not have.

Never threaten.

How about if I chenge it to say, "Ask for Retention."?

- Craig

I'm torn. Part of me would like you to leave it as is. Just for that day when someone posts "Retention called my bluff!!!". I'd so love to see that thread. !Devil_lol

But, the other part says, yeah better change it. :grin:

[davring]

My second HR20 purchase was different, for me anyway. I called a few days ago and asked the price and was told $299.00, period. I asked if there might be something they could do to help defer the cost and they offered 30-60-90 billing. I e-mailed and asked the same and their response was they would have someone call within 48 hours. After about the 4th day I went to CC and bought the HR20 with a new Sammy LCD. As I was installing it, they called!. The lady was as sweet as can be as I explained what I had done. She issed $150.00 credit and one year of HD access. I'm happy. :)

[Milominderbinder2]

I'm torn. Part of me would like you to leave it as is. Just for that day when someone posts "Retention called my bluff!!!". I'd so love to see that thread. !Devil_lol

But, the other part says, yeah better change it. :grin:
It is changed!

Thank you for the feedback.

Anything else to tweak?

I do not want someone to leave DIRECTV just because they did not know how to call in to get a more competitive rate. As we have seen DIRECT is selective about the customers they will work to keep. They have a model that obviously is working very well for them.

As to someone else's question about researching other programming options...

It is so that you will be informed not to threaten. I went to Best Buy with a Fry's newspaper ad yesterday. I asked the BB manager if he would beat the Fry's ad. He checked his computer to see his profit margin and said, "Buy it today and I will beat Fry's ad by $100."

To me it is not unethical that BB was not advertising their best price. Nor is it unethical to tell one vendor what the offer is from another vendor unless you would be violating a confidence or an NDA. What is published in the paper or on a public website is not subject to an NDA.

If I would have in any way threatened the BB manager with the Fry's ad he would have never made the offer. The key is to be polite and ask.

The reality is that if I would not have asked at BB, they would not have offered a better price. It is the same at car dealers and so many other vendors. Do you call back to your insurance company periodically to make sure you are getting the best rates and coverages? You should.

With my cellular, landline, internet service, banking, satellite, etc. I have found you can often get a dramatically better deal by calling back periodically. No matter how good a customer you are, unless you are willing to make those calls periodically, your rates seem to not be as good.

Is it wrong that you have to call vendors periodically to ask for their best rates? Is it wrong that they don't just automatically give the best rates?

I don't think so.

In the words of Tony Soprano: "It's just bidness."

- Craig

[RobertE]

It is changed!

Thank you for the feedback.

Anything else to tweak?

I do not want someone to leave DIRECTV just because they did not know how to call in to get a more competitive rate. As we have seen DIRECT is selective about the customers they will work to keep. They have a model that obviously is working very well for them.

As to someone else's question about researching other programming options...

It is so that you will be informed not to threaten. I went to Best Buy with a Fry's newspaper ad yesterday. I asked the BB manager if he would beat the Fry's ad. He checked his computer to see his profit margin and said, "Buy it today and I will beat Fry's ad by $100."

To me it is not unethical that BB was not advertising their best price. Nor is it unethical to tell one vendor what the offer is from another vendor unless you would be violating a confidence or an NDA. What is published in the paper or on a public website is not subject to an NDA.

If I would have in any way threatened the BB manager with the Fry's ad he would have never made the offer. The key is to be polite and ask.

The reality is that if I would not have asked at BB, they would not have offered a better price. It is the same at car dealers and so many other vendors. Do you call back to your insurance company periodically to make sure you are getting the best rates and coverages? You should.

With my cellular, landline, internet service, banking, satellite, etc. I have found you can often get a dramatically better deal by calling back periodically. No matter how good a customer you are, unless you are willing to make those calls periodically, your rates seem to not be as good.

Is it wrong that you have to call vendors periodically to ask for their best rates? Is it wrong that they don't just automatically give the best rates?

I don't think so.

In the words of Tony Soprano: "It's just bidness."

- Craig

I've got zero issues with someone trying to get a better deal. What bugs me is when people play the "cancel" card with no intention of following through if they don't get what they want or are not prepared for the consequences if D* has a better card. :grin:

[Rakul]

Well I guess to many people are getting the HR20, mine was free alright but the first available install date is 10/25/07 :( called Mastech and asked to be on the cancel list so let's see what happens there.

Also to the route to renention I don't think you should ever play a card you have no intention of following through on as you lose all leverage, however I also know you get more flies with honey than glue. Just asking the rentention rep hey what can you offer me and have a good conversation with them will get you a lot further than saying GIVE THIS TO ME OR F OFF...

[Brandon428]

Don't be mean but tell them you can get a better deal from another provider and if they don't budge just say you have to think about it and call back. It all depends on who you get on the other end of the phone.

[kajasedai]

What is all this talk about hearts and stars? How do you find out what you have????