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Client Requires Tech Install?

Discussion in 'DIRECTV General Discussion' started by justsam, May 8, 2013.

  1. May 8, 2013 #1 of 19
    justsam

    justsam New Member

    9
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    Sep 21, 2012
    I called DTV today to see about upgrading to the Genie.

    I currently have:
    HR24-500
    H24-700
    H24-100
    D12-100x(2)
    LNBf-SL3S
    SWS8

    My intent was to use the Genie, and replace the HR24-500, and the two D12-100s. The HR 24 has been going to a totally black screen at times, no error codes, and HDMI port/cable has been changed so thought I would cure the problem and upgrade too.

    The agent said I could swap out the HR24-500 with the Genie, and they would just ship it to me for self install. However if I wanted to use clients to replace the D12-100s that it would require a tech visit. Clearly I am not an expert, but this was not my understanding, so I continued to ask the same question, and got the same response. Genie by itself would be self install, but any clients require a tech.

    I want to keep this under the 8 tuner limit and thought the clients would be the way to do it without a tech visit.

    At the end of the day he wanted $300 for the Genie and one client, $100 for the second, and $50 for the tech visit.

    I thought it too rich for the benefit I would get. I am no longer under contract, my payment history is perfect, (it is automatic), and my average bill now is $120.

    I am going to call Dish tomorrow and see if I can not at least take advantage of short term lower rates since DTV doesn't seem to want to help. I don't have patience for multiple phone calls or agent roulette. If I must have a tech visit than I may as well get lower rates while I am at it.
     
  2. May 8, 2013 #2 of 19
    dpeters11

    dpeters11 Hall Of Fame

    16,184
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    May 30, 2007
    Cincinnati
    I believe that has been official policy, though it doesn't make any sense to me.
     
  3. May 8, 2013 #3 of 19
    goinsleeper

    goinsleeper Godfather

    673
    17
    May 22, 2012
    Not all areas have offers on Genie's yet. You may have the option of a free hd dvr but no offer for the Genie. Do you have the Protection Plan? If so, how long have you had it? How many recording tuners do you really care to have? Keep in mind the Hopper only had 3 tuners at your disposal with PTAT turned off. If you love local programming then that may work out perfectly for you.
     
  4. May 8, 2013 #4 of 19
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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  5. May 9, 2013 #5 of 19
    Old_School

    Old_School Legend

    389
    12
    Nov 28, 2011
    PA
    I wonder if D* is haveing a freebie/upgrade strike in preperation for the upcoming changes to the protection plan. I can see why in terms of keeping stock because im sure everyone with the plan is going to flood the phone lines come the 16th. I have known of a few friends and family members that are out of contract looking to upgrade to genie and just had the door slammed at them by D*... one friend told me that the best they could offer was a verizon DSL bundle deal...
     
  6. bhigh8

    bhigh8 Legend

    344
    1
    Oct 4, 2006
    I just got a Genie and install for free. didn't do a thing. they offered it to me. now that I have it, I will probably cancel PP. I just called to inquire about what the new protection plan would do for me.
     
  7. gov

    gov Legend

    1,101
    50
    Jan 11, 2013
    IANMTU:

    Had a customer call and she wanted her new Genie connected. When I got there, she not only had a Genie, she had 2 clients! D* had shipped them to her and there they were.

    I did not make the call to D* for the upgrade, and she just said she called about some of her discounts expiring, and when she finished the call, D* had extended one discount, and agreed to send new stuff.

    Good for her, but here's another case of D* keeping customer records in a shoebox under the bed in the guest room. My customer has an H20, and HR20, and another H2X (it was not silver), and no SWiM.

    I told the lady I could call and get an install appt scheduled for her. She was not thrilled about that, "I want YOU to do it". Well, I had a power inserter, some green label splitters, and a SWiM LNB in the truck so I got to it.


    I still don't know what she said to them to get a Genie and 2 C31s sent to her, but it must be possible, although it's a head scratcher they'd send all that to a house they have never SWiMed.

    She decided to keep the HR20 and the H2X, the H20 was unwilling to configure to SWiM, and I did not spend much time on persuading it. She's thrilled to have her old recordings still on the system, and having the whole home DVR really made her happy. If and when the HR20 croaks, she'll probably get another C31, but she will also need an AM21 for the Genie, she loves MeTV.

    She also claimed to have a 2 year price guarantee. I have never heard of that, and I will defer to the long timers here if she really did score that brass ring. I suspect she will have a surprise on a bill well before the 2 years burns off, and I hope she calls D* on that instead of me, LOL.
     
  8. mystic7

    mystic7 Icon

    632
    3
    Dec 9, 2007
    When my installer set up the clients he had to call in to Directv. They have to have the serial number or something from each client which they set up in some software, and if it doesn't show up in the installers smart phone he can't complete the install. He had to wait about 20 minutes before the second of my two clients was ready to have its install completed. That might be why clients can't be self installed, at this point in time anyway.
     
  9. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    Not the case. while is true that DirecTV needs the serial number of the clients, I assume for record tracking purposes, anyone can "buy" a client from an authorized dealer like SS and call DirecTV and have them add a client license (by providing the SN) and you can continue to add the client to yur network.
     
  10. gov

    gov Legend

    1,101
    50
    Jan 11, 2013
    I called and activated the Genie first, and it was one of the rare times the automated system handled the call and worked all the way through. I had to enter the RID and the last 4 of the access. But when I called back to activate the C31s, I just needed to tell what rooms they were in, and I was not asked for ANY numbers. (it was a live operator, not the computer this time) I was only near the one box when it went from the "call to D* to activate screen" to the 'enter what room this in screen". Seems like it might have asked to copy settings from the Genie and I was good on that one. When I got to the other C31, it was asking what room it was in, and right after I entered that, it went to a software download. Checked the 1st C31 at that point and it was updating too.

    Only thing that was a little weird was I had to enter the PIN 3 times on one and twice on the other.

    I think I saw the 'enter what room' screen before the CSR had her screen repopulate, that was funny. Frequently, the CSRs think they are done with you, and the box is still digesting what all they sent it, and I like to be sure it's all aworkin'.
     
  11. goinsleeper

    goinsleeper Godfather

    673
    17
    May 22, 2012
    There was a glitch with the ordering system allowing drop ship on Genies on accounts with no SWM installed. The glitch has been fixed.
     
  12. peds48

    peds48 DIRECTV A-Team DBSTalk Club

    18,441
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    Jan 10, 2008
    NY
    Awesome!!!!!!!!!
     
  13. goinsleeper

    goinsleeper Godfather

    673
    17
    May 22, 2012
    RIGHT!? Too many people work for D* that do not know how to check if a technician is needed before placing the order. So sad...
     
  14. gov

    gov Legend

    1,101
    50
    Jan 11, 2013
    I was happy with how it went, just curious how she managed to score all those goodies, LOL. First (and apparently last) time I will get to solo install a SWiM upgrade, a Genie and some clients.

    I was surprised how much stuff D* sent, 2 composite 10 pins, 2 component 10 pins, 2 RCA component cables, 3 nice RC65RF remotes, phone cords, etc. They just didn't send any SWiM stuff, or any DECA hardware. Several of those items are not on the 'official' D* trucks (although I carry them, much to the chagrin of the regular D* guys I encounter)

    Home owner was very helpful, one client location had a run of RG6 he had installed during a remodel a few years ago, fortunately, he remembered where the wire was hid in the utility room (I never would have found it).

    I might have to go back, the original installer (not me) has the dish mounted on OSB, no foot or monopole lag screws are on a rafter. House is prefab/modular and I am not real thrilled with the rigidity of the dish. I tweaked the aim on the dish, (from ~80s to ~90s on HDs) if it doesn't hold, will have to consider beefing up the mount or moving it.

    Or let D* do it, LOL.
     
  15. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    Don't know about anybody else, but those items that you mentioned are carried on all our trucks in our warehouse by the tons….
     
  16. gov

    gov Legend

    1,101
    50
    Jan 11, 2013
    I've had regular D* techs beg me for RF remotes, lighted remotes, H24 wall mount brackets, RF remote dongles and 10 pins. I've encountered techs that have never heard of AM21s too. (I don't carry any on my truck, but I know they exist and I can get them)

    Apparently policy varies from hub to hub.


    At one time in this area on the E* side, techs could be fired for carrying DPP44s in their trucks, but that's another sad, sordid story.
     
  17. gov

    gov Legend

    1,101
    50
    Jan 11, 2013
    Well, had a callback from the lady with the Genie and 2 C31s.

    Her H2X was 726d. Called D*, no real explanation, (I am just speculating somebody was bored and looking for something to do, LOL), anyhow about 24 hours after I left the box went out. I called, the box was off her account, no explanation offered, and they put the box back on the account. Weird, but unfortunately, not that surprising.

    Whatever they did, also messed up sharing the playlist, I'm stopping by this afternoon and see if that is back on (was advised that was going to take up to 24 hours to restore).
     
  18. NLRay

    NLRay New Member

    3
    0
    May 16, 2013
    Iowa
    A couple weeks back, I had set up a Genie and 3 client install, and all I was going to pay was $50 install, all the hardware was either free or rebated. It wasn't until the installer got there that I understood the clients were all going to be wired. Installer told me he'd have to run new wire to each location (some RG59 some old splits etc. lot's of history in this house) and that since he wasn't a licensed electrician he couldn't fish wire. So, all my wall mounts were going to have exposed wire. So, I cancelled. Waiting on wireless clients to be available. Also thinking about switching to Dish, or talking to a reseller. But as for the deal, all that was pretty much offered up without me asking or threatening or anything. (17 year customer)
     
  19. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    Jan 10, 2008
    NY
    Could be waiting for a long time….
     

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