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Curiosity Question... Owned v. Leased

Discussion in 'DIRECTV General Discussion' started by mashandhogan, Feb 11, 2011.

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  1. tweaked

    tweaked AllStar

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    My point was that the policy is not uniformly clear-cut with respect to CSR's, their understanding of it and the decisions they make.

    In my most recent contact, I'd made it clear to the CSR that my HR21 was not defective; my intention was to 'swap-up' to the latest, greatest and all the while, avoid any commitment. A good disposition never hurts when dealing with those on the other end...
     
  2. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    I'm surprised that, one they allowed you to swap out a non-defective unit, and two that you got the receiver you asked for. :eek2:

    I didn’t know you just swap out a receiver anytime you wanted to. I though they would only address defective units.

    I’d say you were very lucky in getting the CSR to promise you a HR24 and actually getting an HR24.

    Mike
     
  3. dsw2112

    dsw2112 Always Searching

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    Yep, one had nothing to do with the other. If they'd have asked for an HR21 they still would have received the 24...
     
  4. TBlazer07

    TBlazer07 Grumpy Grampy

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    I wouldn't trust a CSR's word on that as far as I could throw him/her. After it all was completed I hope you checked back with DirecTV to confirm no commitment was added because you're probably one of the very few (if any) people who have done a "I just want a new model" upgrade without having a defective receiver and got no commitment tacked on. That is absolutely NOT policy. Either you got lucky or have 2yrs tacked on you aren't aware of. :eek2:
     
  5. The Merg

    The Merg 1*

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    They will, but in that case it is that they are giving you an additional receiver and then deactivating one of yours. If the CSR put it in the system as a replacement, it was against their procedures, but worked out for the subscriber.

    - Merg
     
  6. TBoneit

    TBoneit Hall Of Fame

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    On big ticket items I buy. I bought my first car in 73, I'm still driving the last new car I bought. I now drive a whopping 5 miles a day total round trip miles nowdays.

    I didn't lease a satellite box until I switched to a HD DVR. At this point in time, looking back I'd most likely be ahead if I had bought rather than paying the lease fee....

    OTOH if it breaks, I can pick up the phone, yada yada yada, broken, send me a new one.

    With cars since I can run them until the wheels fall off, versus a HD DVR where changes in functionality could occur rapidly, it seemed leasing might be better. A 30 year old car can still run down the highway, the 8 track player might be obsolete though. The original HD DVRs forget about it.
     
  7. Shades228

    Shades228 DaBears

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    You wuold pay for the box regardless. It would just be called an additional receiver fee. Lease/OWN has nothing to do with monthly costs at all.
     
  8. tweaked

    tweaked AllStar

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    That's the point. It's the CSR's knowledge or lack thereof with regard to replacement policy that either helps or hinder ones attempts at getting hold of a newer generation receiver, one that's not tagged as an upgrade. No doubt, CSR roulettes plays a significant part. The more detached and removed they are from policy, the easier it is to 'work it'.

    With respect to asking for and receiving a particular receiver, the CSR I'd worked with had noted on the order that I'd required an HR24 (without any qualifications). When Directv drop-shipped my replacement Slimline dish, compression fittings, signal splitter, power inserter, RG-6 cable, F-connectors and non penetrating roof mount, the tech saw a reference to an HR24 in his notes and left that, too. He boxed up the HR21 and took it with him.

    Neither drop shipments to customers nor the replacement of non-defective receivers is in line with current policy. After all was said and done, the Directv service supervisor for my area did mention this to me and although left unsaid, luck played a part.

    So true. Having dealt with various CSR’s since ‘98, it’s obvious you can’t always rely the information you‘re given. As a rule, accuracy’s in question. As to the avoidance of a two year commitment, trust me, there’s none.
     
  9. RunnerFL

    RunnerFL Well-Known Member

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    No, but I'm not going to spend my time arguing about it. :)
     
  10. dsw2112

    dsw2112 Always Searching

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    D* shipped you a non-pen roof mount?
     
  11. raoul5788

    raoul5788 Guest

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    Try reading the service agreement, it's in there.
     
  12. TBlazer07

    TBlazer07 Grumpy Grampy

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    If you could ask Doris, she'd tell you. Unfortunately she has an unlisted number. ;) :lol:
     
  13. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

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    I've only found it in the Answer Center area of DirecTV's website.

    While we have established definitively that it is DirecTV’s policy not to extend the commitment for replacement receivers (whether or not it always happens is beside the point), I can't find anything in the Customer Agreement or the Lease Addendum that specifically spells it out.

    Mike
     
  14. The Merg

    The Merg 1*

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    There isn't. In fact, the Equipment Lease Addendum specifically states that the user is responsible for any repair cost or replacement cost that may be necessary for a defective receiver. However, as pointed out, DirecTV's policy is to just replace at no cost.

    - Merg
     
  15. TBlazer07

    TBlazer07 Grumpy Grampy

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    From a previous life I could actually post a copy the official rule from a training manual that states in part and paraphrased "defective leased receiver replacement ...... no renewal of current agreement required" but I don't think that would be permitted. Even with that I don't think RunnerFL would admit it was the case. :lol:
     
  16. tweaked

    tweaked AllStar

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    As it turned out, when the tech came by to drop off the equipment, I'd explained to him that I was going to be relocating the dish form its current under-eve mount to a flat portion on my roof. I'd asked, "... hey, by chance do you have any non penetrating roof mounts on board?" Did I mention the word 'luck'? It was a very pleasant surprise to have had that thrown in as well, at no cost.

    Hello, Directv... can you hear me, now? Thank you!

    :)
     
  17. dsw2112

    dsw2112 Always Searching

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    Ok, so D* didn't actually ship one to you. I'd say "luck" was key to almost everything you've posted in this thread. A non-pen mount should be an additional cost. The problem is that many will read your posts and think that all of this is par for the course :nono:
     
  18. Rich

    Rich DBSTalk Club DBSTalk Club

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    OK, I gotta ask. How does a non-penetrating mount work and is it as stable as the normal mounts?

    Rich
     
  19. Rich

    Rich DBSTalk Club DBSTalk Club

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    Matt, I got the email notification with the mount link, but it doesn't show up on the thread. What happened?

    Rich
     
  20. Shades228

    Shades228 DaBears

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    Could have been a PM reply to your post.
     
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