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HR20 listed on DirecTV website!!!

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by jakencam, Sep 13, 2006.

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  1. djangofiona

    djangofiona New Member

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    Sep 13, 2006
    I am so fed up with directv that I am ready to go to dish. I ordered the hr20-700 a few weeks ago and the directv person I ordered from didn't know that it was only available in LA at that time. So she scheduled an install on labor day. That So an installer came to my house, making me waste my entire labor day, installing the new dish and then telling me that he was there to install the hr10-250 (which I already owned). I spent a 1/2 hour on the phone with directv to be told that it won't be available outside of LA until later in Sept. They apologized and gave me $200 off the order when it is available.

    Lo and behold, it is available on directv's web site today so I called to order it. Since directv only has voice activated menu's I said "equipment" and I was directed to one operator (after being on hold for about 10 minutes). He told me he had to transfer me to another department. I was on hold for another 15 minutes. The operator I talked to told me that it wasn't available. When I pointed out that it was on the directv web site he told me that it was available and he would have transfer me to someone else to order it (but he would remain on hold with me). On hold again for 20 more minutes. The new operator told me that it was available but only if ordered it on the web site, not on the phone. He told me that if I ordered it on the phone he couldn't guarantee that I would get the hr20-700 and not the hr10-250 (the dumbest thing I ever heard - that a company can't guarantee that I will get what I order). I got pissed and I asked to speak to a manager. That was another 15 minutes on hold (we are now over an hour on hold). The manager told me that they would swap out my old unit for the new one - free, but not now. I told her I'd rather pay $100 (since I have my $200 discount) and own the new unit and keep my old one. So, she was able to complete the order (pending calling my local installation location to make sure they had one). An hour and ten minutes, total.

    This is the most ridiculous and frustrating experience. Directv should be embarassed at the way they have launched this unit and the lack of information provided to customers as well as their own employees. If I didn't want to keep using my existing hr10-250 (that I paid a lot for as an early adopter) I would have switched to DISH a long time ago.
     
  2. Kash76

    Kash76 Legend

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    Aug 9, 2002
    I just called this morning and ordered one with no problem. It is available, the lady said it's going to be a long day. My install date is the 7th of Oct though :(
     
  3. finaldiet

    finaldiet Hall Of Fame

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    Jun 13, 2006
    Welcome to the forum from a neighbor. Also Earl, forum moderator, lives close by also. He's been VERY helpful and appreciated by forum members.. Welcome again!
     
  4. TimGoodwin

    TimGoodwin Icon

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    Jun 29, 2004

    What is the number for retention again??
     
  5. k0rww

    k0rww Legend

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    Aug 20, 2006
    St. Louis
    1-800-824-9081

    Richard
     
  6. TimGoodwin

    TimGoodwin Icon

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    Jun 29, 2004


    Thank You!
     
  7. rrbhokies

    rrbhokies Legend

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    May 10, 2004
    I called last night and was told the same thing that its not available on their screen to purchase, only online. Yet, when I went online, it didn't specify which unit and gave me a price of $299, yet for new customers it definitely says the HR20 and $199. Very frustrating.
     
  8. lenwink

    lenwink Cool Member

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    Jul 8, 2006
    Called yesterday morning to regular csr & was told the HR20 is not available anywhere but at Best Buy & LA. I spoke calmly and said I know that to be untrue. He said that was the fact and anything else is bogus. Call ended with hangup.
    Called back 20 minutes later at same time as website had the new page about the hr20. CSR told me the same thing as first csr but then said he would check with his supervisor. Came back and said, "guess what, it is NOT available". He would sell it to me for $299.00. That's when I explained that although I have only been a customer for 5 months now, I have 3 H20 plus the new dish. He said all new HR20 orders must come with the new dish. I said I already have it so I want a discount based on not needing another one, PLUS, I will swap out one of my h20's. He said $299.00 was all he can do. However, my point was understood by him and he transferred me to a great lady, Debbie who listened as I told my story again. Final result is $99.00. Not bad considering I never had a DVR and only been a customer for 5 months. I am happy and install is Oct 5.
     
  9. randy_o

    randy_o Cool Member

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    Sep 14, 2006
    I called yesterday and got the hr20 and new dish for absolutley nothing. $0.00
    No S&H or anything. I didn't threaten to leave and I wasn't rude or anything. I simply said that I had paid $399 for the 10-250 a year and half ago and would like to just do an even swap out. She looked over my account history and then said no problem.
     
  10. rrbhokies

    rrbhokies Legend

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    May 10, 2004
    I was able to finally get a CSR to confirm that the HR20 is available. I explained that back in November I paid $199 for an H20 and $99 for installation of the 5LNB dish and was concerned about having to spend more money on the HR20 considering the investment I've already made. After reviewing my account, CSR agreed to sell me an HR20 for $199 and gave me a $199 credit on my account, making the unit free. Very pleased.
     
  11. LarryInAz

    LarryInAz Mentor

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    Feb 8, 2004

    I'm curious if you and others that are getting the HR20 for virtually free - do you have the NFL ST package? I've called at least 4 times and none of the CSR's will budge. The best deal they offered me is $99 if I swap my machine that I paid $899 in April of 04. However they assure me that if I "swap" my owned unit - the machine they send me will then be leased and not owned. :nono2:

    A couple of CSR's tell me when I mention I know others have gotten HR20 for only the cost of shipping, they say that offer is only available for people that have had the NFL ST package for at least a year and still have it. :confused:

    Between my 4 calls I've been on the phone nearly 2 hours already. :eek2:
     
  12. rmingee

    rmingee AllStar

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    Sep 11, 2006
    I'm curious -- why do you not like the idea of a leased box? If it is leased and it breaks, they fix it for you for the cost of shipping. If you were to cancel your service, what use would you have for the box? I guess you could eBay it.

    As expensive as the ST package is, I'm not surprised that they would favor customers who have that (I've had it for 3+ years and had the SuperFan since it came out, but I've never gotten anything out of them except the new 5lnb dish installed for free, and I think they'll do that for anyone who gets an HR20), but I am surprised they'd come right out and tell you that :)

    -- robert
     
  13. chicagojim

    chicagojim Legend

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    Sep 13, 2006
    I used to have the NFL package, but don't since I moved back to Chicago. All I know is that I have been throwing DTV well over $100 a month for over 8 years. When I called in, The CSR told me I was a "5 heart" rating (whatever that means). I got the unit and dish for the cost of shipping. They made up most of the difference with direct bill credits and program credits.

    I am waiting for the installer right now! :D
     
  14. LarryInAz

    LarryInAz Mentor

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    Feb 8, 2004
    It's not that I'm against the leasing program however if I was swapping a leased box then I have no problem with it. However when I purchased my box for $899 there was already talk about the pending MPEG4 transition and I was assured there would be a no cost even exchange when a new DVR was available. Now I'm told various things by different CSR's most tell me they will give me $100 off the new HR20 and they will require I give them my HR10. Only one CSR has said they'd lease me the new HR20 and I would have to give them my HR10. What happened to the even exchange that was promised when I shelled out the money for the HR10?
    Though I don't subscribe to NFL ST - I've been a 3+ year D* user and have the Premier package and my monthly bill is at least $130 per month. :(
     
  15. rmingee

    rmingee AllStar

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    Sep 11, 2006
    OK, I understand your beef now, assuming you mean you'd be OK with a leased HR20 as long as you didn't have to pay a dime for it. Absolutely, if you were promised an even swap, you should get an even swap. My regular monthly bill is not that high, but averaged over the year with my sports packages, it probably is. As I said in a previous thread, we've had DTV 10+ years, and I also paid $880 for my HR10, but mine got replaced with an HR20 on Besy Buy's nickel when it went belly-up. I'm starting to wonder now if I shouldn't call and see what they can do for me as far as getting a second HR20 to replace our R10 (but I think I'll wait for the next software release first and see how stable it is, since the R10 is our safety valve :) ) I'm not usually one to beg, but if people who have been customers much less time than me can get one free...
     
  16. LarryInAz

    LarryInAz Mentor

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    Feb 8, 2004
    FWIW my prefernce would be rather than even swapping machines I would be happy to lease the new HR20 if they offered me billing or programming credits to offset my out of pocket. If not "free" then say $99 for the unit and new 5lnb dish.
    To be frank I'm somewhat of a TiVo "fanboy" for lack of a better term. However the downside of the HR10 has been it's inadequate ATSC tuner. I'm less than 20 miles away from the OTA towers and get p*ss poor reception on half the stations and the dropouts and pixelization of the HD and digital stations is not acceptable.
    If I get the HR20 I would use it primarily for local MPEG4 and eventually OTA programming and use the HR10 for ESPNHD, HBOHD, etc. etc.
     
  17. Kash76

    Kash76 Legend

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    Aug 9, 2002
    I am not a ST subscriber.
     
  18. ohills

    ohills Godfather

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    Sep 15, 2006
    Talked with retention yesterday and ask them about the new HR20. I told them I just bought the HR10 a week ago from bb. I asked what they could do for me. After a couple fo minutes she came back and said they would send out a new Hr20 for $99 and then would credit me on my bill. She also saw that I was a ST user and that she would through in the Super fan for free. She said I would love the new interactive features of the HR20 with SF. I am very pleased with this deal!!!!! :)
     
  19. Twitami

    Twitami Cool Member

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    Aug 23, 2006
    The OFFICIAL policy is this:

    If you wait until D* contacts you to switch out the 10-250, there is no charge. If you want it before then (ie now), there is a $99.99 service fee, which also includes installation of the 5LNB dish if you need it.

    Keep in mind this is very new, and will take a while to filter down. Also, stock is VERY slim at the moment.
     
  20. pgtogo84bsxy

    pgtogo84bsxy Mentor

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    Aug 29, 2006
    How soon do you think this will be? I know if I want to get the HR20 now, D* tells me I have to pay, but one of the two people I talked to this week, said that the swap was going to be free, but she didn't know when. She said maybe next month, but another rep said to call back once a week. Someone is supposed to call me so I don't keep wasting my time, but who knows for sure.
     
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