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Extremely Disapointed with my new HR20 and DirecTV Service

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by Robscort, Apr 20, 2008.

  1. inkahauts

    inkahauts Well-Known Member

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    Ah, they will charge you for another call? Yeah, please start another thread with all the details, because that is new....
     
  2. highheater

    highheater Legend

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    When I lease a car I get to pick the one that I want - new or used. I can choose to lease a new Toyota because I think it has good reliability.

    I don't have that choice with Direct TV equipment. If they give me a used piece of equipment I have to assume full resposibillty for the past abuse the unit has seen (along with any software bugs that are upgraded in new units but remain in older units).

    This would be like if I wanted to get my car serviced at a Ford dealership I'd have to accept whatever ridiculous lease conditions they come up with to get the car in the first place (with the price to purchase a car set artifically high enough it is not even an option).

    This heavy handedness is why people hate Direct TV and laugh at the fanboys here.

    This policy is completely indefensible as long as Direct TV gets to send you junk.
     
  3. carl6

    carl6 Moderator Staff Member DBSTalk Club

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    Seattle, WA
    No, you only assume a very small part of that responsibility. If you do not have the protection plan, your part is roughly $20 shipping fee. If you do have the protection plan, your part is zero.

    While I have no doubt there are a few people, such as yourself, that do not like the current product or service DirecTV offers, there are also those that do. I see no reason for either group to "laugh at" each other. That is simply an immature response to anything.
    DirecTV is a company who's purpose for existing is to make money. They seem to be doing a pretty decent job at that. In the process, they have millions of satisfied customers. If you are not satisfied with them, by all means find a service provider that meets your expectations.

    Carl
     
  4. Papa J

    Papa J Legend

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    Nov 26, 2007
    They could charge everyone $5 more per month and put the charge in the program fee. They could then cover repairs to equipment, out of alighnment problems and anything else that goes wrong. Personally, I would rather save the money and pay what I have to if something goes bad. I made a choice not to buy the protection plan so I cannot complain if I have to pay. If I had received used equipment, I would feel differently however.!pusht!
     
  5. highheater

    highheater Legend

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    What many of you fanboys don't realize is that many of us are like the poster that started this thread. Long time subscribers who were proud to be the first on the block to have Direct TV, encourage others to join, and happpy to be rid of cable.

    Over time we found that Direct TV morphed into that cable company we were so happy to leave. Why? There are a million stories in the naked city. But start with a company that treats their long-time customers as dirt. Making them go through CSR roulette to get new equipment (or just new replacements for broken equipment).

    What is entertaining here are the fanboys who defend every move by Direct TV no matter how ridiculous.

    Point 1= Only a fan boy can spin the impending reduction in customer service as an actual improvement.

    Point 2= See the post where fanboys tell a poster to just live with lip sync problems seen with NBA basketball (as if the problem is all in your head)

    And when an action is really indefensible, fanboys fall back on the take it or leave it attitude.

    That will sure encourage me to spread the word to others like I did when I first got the service.

    It is no surprise that Direct TV has the attitude it has if it employs people of similiar ilk as the fanboys here.
     
  6. paulman182

    paulman182 Hall Of Fame

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    I was one of the early ones with DirecTV. I left several years ago, and came back in 2006. I had no complaints with them in the 1990s, and have had no problems now, other than a billing issue. The equipment has been rock-solid.

    Perhaps DirecTV's customer service has gone downhill, but let me assure you, they have a long, long way to drop before they reach the depths of cable in my neighborhood.
     
  7. kokishin

    kokishin Godfather

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    Silicon...

    +1

    12/22/2003 is the day that Directv's customer service began it's steady decline.
     
  8. kokishin

    kokishin Godfather

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    People like you crack me up. When you do have a significant problem requiring you to have to deal with Directv's lousy customer service, perhaps you'll want to retract your post. It's just a matter of time.

     
  9. stogie5150

    stogie5150 Godfather

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    +1000

    If you're ever down New Orleans way, I'll buy you the cold tasty beverage of your choice.

    I've gone from heartily reccommending D* in the past 10 years or so, to vehemently steering anyone who asks AWAY from D*.
     
  10. Upstream

    Upstream Hall Of Fame

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    They do have a lot of satisfied customers. But they also have a lot of customers who left for other providers.

    DirecTV finished 2007 with about 16.8 million customers. Of that, 4.5 million were in two year commitments, and 2.1 million were in 18 month commitments, and could not leave without paying a early termination fee.

    That leaves 10.2 million customers with no commitment.

    Of those, 1 million left DirecTV involuntarily.

    Another 2 million chose to leave DirecTV.

    That leaves 7.2 million customers who were able to leave without paying an early termination fee, and chose to stay with DirecTV.

    So it is fair to say that DirecTV had 7.2 million customers who were satisfied enough to chose to stay and 2 million who chose to leave.
     
  11. kokishin

    kokishin Godfather

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    A 20% voluntary cancellation rate is horrible!

    Some fan boy will say that these were not the kind of upscale customers that Directv desires to retain. However, us upscale folks with credit cards, paying on time, and paying for HD, HBO, Sports packages, multiple HR2x's, PP, etc., expect good customer service.


     
  12. spartanstew

    spartanstew Dry as a bone DBSTalk Club

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    Wylie, Texas
    The protection plan covers a lot more than just the receiver. That's a myopic view, at best.

    You're more than welcome to continue posting about how terrible D* is and that anyone that doesn't have the same problems as you is a "fanboy", after all it is a discussion board. But I can assure you that there's many more individuals that are happy with their equipment and service then are unhappy.

    HERE'S the most recent poll regarding equipment, for your reference.

    Every company has problems and every company has churn. I've been extremely happy with the products and services I've received from D* over the last 7+ years. I've never had a piece of equipment break or malfunction (I've had 7 DVR's and 2 reg. boxes over the years) and anytime I've called a CSR they've been helpful (including when I called last week to add the Starz Pack and the total call took less than 5 minutes). If that makes me a fanboy, so be it.

    If my equipment ever starts breaking down and D* can't provide me a solution, I'll search for another provider either when my commitments up or I'll foot the bill for the cancellation charge. Either way I won't continue to be bitter and angry about my choices. Life's too short and it's just TV.

    The amount of anger people have over TV service and the need to label anyone that doesn't agree with them is unbelievable. Clearly not a good sign about our society as a whole.
     
  13. Upstream

    Upstream Hall Of Fame

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    As bad as it seems, DirecTV's churn rate is comparable to most cable companies' TV-only churn rate. Some may just point to this as the nature of the cable/sat industry, while others may point to this as a symptom of an industry that has one of the lowest customer satisfaction rates around. I am in the second group; I think DirecTV and other cable companies can do much, much better.
     
  14. billsharpe

    billsharpe Hall Of Fame

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    Saying DirecTV's customer service is not as bad as cable's customer service is really not much of a recommendation...

    I haven't had to call DirecTV for several months now, but I found the CSR's mostly helpful, if sometimes hard to reach (long hold times). Calling early in the day seemed to help.
     
  15. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    I'm guessing you have never had phone service from the phone company? Remember that "linebacker" service that cost $7 a month that would cover any line problems? Of course any time you had a problem they would always determine it was something not covered by linebacker and then charge you $85 an hour to fix. Talk about a scam.

    Or how about cable themselves? You "lease" your equipment from them too. I can pay $4 a month for a protection plan that covers all service calls. Hmmm, sound familiar?

    Dish has their Dish Home (or whatever they call it) which is just like the DirecTV protection plan.

    Or how about that TV you just bought from Best Buy. Guess what, need to buy a protection plan if you want it serviced outside the manufacturer warranty.

    Heck, even my cell phone provider sells some sort of protection plan.

    Do you see a trend here?

    It's not being a fanboy to simply see how it is and it's simply this: If you want "free" technical support you pay for a protection plan. Just the way *all* business is today. Doesn't mean any of us like it, it just is what it is.

    I rarely get protection plans because guess what, I don't *need* them, I'll fix it myself. If you don't have that ability then perhaps a protection plan is for you.
     
  16. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    Good or bad, their churn rate is the lowest in the industry right now. In other words most people stay with DirecTV then any other provider. That certainly doesn't mean it can't be improved.
     
  17. Upstream

    Upstream Hall Of Fame

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    Not exactly.

    DirecTV's total churn rate is lowest compared to other national cable/sat companies for television-only service.

    But when compared to churn rate for cable customers who have bundled service (i.e., television plus internet and/or phone) DirecTV no longer has the lowest churn rates.

    Also, DirecTV has lowered their churn rate by having stricter credit policies. This has significantly reduced their involuntary churn rate (and thus their overall churn rate). And it is here that DirecTV outperforms cable television-only churn.

    But DirecTV's voluntary churn rate is about middle-of-the-pack compared to other national cable/sat television-only voluntary churn rates. And considering that DirecTV has about 25% of its customer base in long-term commitments, while most cable companies do not, DirecTV's voluntary churn rate should be troubling to them.
     
  18. bonscott87

    bonscott87 Cutting Edge: ECHELON '07

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    Of course it is. They talked about it at both their recent investor meeting, their Liberty presentation and their 4th quarter results call. They always want to get better.
     
  19. Upstream

    Upstream Hall Of Fame

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    Bonscott --

    They did address this on their February investor call. They noted that that part of their past strategy to reduce voluntary churn was to upgrade customers to advanced equipment, thus locking the customers into new 2-year agreements. But the strategy did not significantly reduce voluntary churn.

    For 2008, their voluntary churn initiatives include an ICU for "at-risk" customers, addressing customers rolling off commitment, and expanding the customer retention group.

    It will be interesting to see if they can continue upgrading enough customers to maintain more than 25% in commitments. If the percent in commitments drops, I wonder if the other initiatives will be effective enough to reduce their voluntary churn rate, or at least prevent it from rising. (My guess is no, since their intitiatives are directed at customers who already have a reason to leave, versus ensuring customers don't become dissatisfied in the first place.)
     
  20. n-spring

    n-spring Legend

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    Your disappointment in customer service aside, I don't think getting a tech on-site is going to help one iota. The problem you describe is the same one I and others have mentioned when software release 0x1FE went national. 0x22B is rolling out now. Wait a few days and see if the 771 errors go away. I have not had this issue reoccur with the last couple of CE releases.
     

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