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lost free dvr with premier

Discussion in 'DIRECTV General Discussion' started by mocha2, Aug 8, 2012.

  1. Aug 8, 2012 #1 of 16
    mocha2

    mocha2 New Member

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    Sep 4, 2007
    Hi,

    I took Directv up on their offer of a free hd-dvr. I used it to replace a Tivo sd dvr. I have two other directv hd-dvrs. I have had them for several years. I have had Premier service for many years and have not ever paid for dvr service. Today, when I activated the new dvr and deactivated the Tivo, I got charged for the dvr service. I have talked to 3 folks at Directv, a regular csr, someone in sales, and someone in retention. No one can put my account back the way it was. I was told that the best they can do is to give me a 1 year dvr credit. They say I got the service free because I had a Tivo, although the retention person told me I never should have gotten it free, that Premier never included free dvr service.

    I want my account back the way it was. I don't want to have to call back every year to ask for a credit that I may or may not receive.

    Didn't Premier include dvr service? Do I have any other options?
     
  2. Aug 8, 2012 #2 of 16
    n3vino

    n3vino Godfather

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    Leon...
    I am leary about changing my plans. I have the old Classic package with free HD for life. I do pay for DVR and Whole home service. I'm concerned that if I change to another package, up or down, it will revoke my free HD for life. I'll just leave well enough alone.
     
  3. Aug 8, 2012 #3 of 16
    dpeters11

    dpeters11 Hall Of Fame

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    Cincinnati
    It used to, it changed in July 2007 I believe.
     
  4. Aug 8, 2012 #4 of 16
    Shades228

    Shades228 DaBears

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    I just want to clarify that you had Premier with DVR included and the ONLY change that was made was that you swapped out your old TiVo for a new DVR. If that statement is correct then you need to contact Ellen's team to get it fixed.
     
  5. Aug 8, 2012 #5 of 16
    mocha2

    mocha2 New Member

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    Sep 4, 2007
    @Shades228

    Yes, that's correct. I'll send them an email to see if I can get the problem corrected.

    Thanks.
     
  6. Aug 8, 2012 #6 of 16
    joed32

    joed32 Hall Of Fame

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    You should be able to get it fixed, I've added lots of new equipment and still have it.
     
  7. Aug 9, 2012 #7 of 16
    scottp461

    scottp461 Mentor

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    Sep 7, 2006
    I recently deactivated 3 old series 2 DirecTV TiVo's (1 HDVR2 and 2 HR10's) as well and kept my 2 HR20's; I added 2 new HR24's a couple of weeks later. I also lost my grand fathered free DVR service w/premiere when I did this. I called them when I received the bill and 40 minutes later they had it back on my account. They always agreed that it shouldn't be gone (because the discount was originally free w/premiere service), but because the DVR it was "attached" to had been deactivated, it was removed. It took so long to fix because it was something they'd never dealt with before!

    I'd call them rather than sending an e-mail!
     
  8. mattprice86

    mattprice86 New Member

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    Aug 22, 2012
    n3vino, what pkg do you have? if its like plus hddvr, then changing it would lose your free hd, however, its the same price as choice xtra with hd and dvr svc. if your package is like choice extra classic, then yea dropping below choice xtra will lose that credit
     
  9. bjdotson

    bjdotson Legend

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    Feb 20, 2007
    OP stated that he had premier. Only change was swapping out a TIVO for an HD-DVR
     
  10. Shades228

    Shades228 DaBears

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    Plus HD DVR didn't have free HD service the price of the package was just increased that amount.

    n3vino was not the OP
     
  11. n3vino

    n3vino Godfather

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    Oct 2, 2011
    Leon...
    Yes I have the choice extra classic. Thanks for your response. I think I'll keep what I have.

    Shades, I think mattprice knows that I'm not the OP.
     
  12. Shades228

    Shades228 DaBears

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    Mar 18, 2008

    That's why my second quote and reply was to bjdotson who didn't.
     
  13. bjdotson

    bjdotson Legend

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    Feb 20, 2007
    My bad; missed who he addressed the the question to. Have to clean my reading glasses, I guess.

    didn't mean to offend.
     
  14. n3vino

    n3vino Godfather

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    Oct 2, 2011
    Leon...
    My bad too. Sorry about that. I've got to clean my reading glasses too.
     
  15. ThomasM

    ThomasM RF Engineer

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    Milwaukee, WI
    I've read all kinds of horror stories about changing plans and what you lose, especially for new customers during their first year with DirecTV. This seems to be especially true with grandfathered packages and features.

    Apparently, DirecTV's systems are so rigid they offer no flexibility and when something changes on an account, no previous features seem to be retained. And when that happens, it takes an Act of God (or Ellen Filipiak) to get it fixed.... :D

    I'm sticking with my Choice Extra Classic for this very reason!!
     
  16. Shades228

    Shades228 DaBears

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    Expired packages have 30 days to be reinstated. There can be situations where the system loses that options but it takes certain things to all happen at the same time. When that happens it can be reinstated but it takes a back end team to fix it.

    Most people lose things because they don't pay attention to, or remember, what the requirements are. The person making the change should validate it and the system has been improved recently with many updates that will tell people about the loss of features before a change is completed.


    (This is in general not directed at you ThomasM>
    You should stick with a package because it makes the best sense to do so. I've seen people not go to Entertainment even though it has all that they need and they wouldn't lose anything they watch but stay in Ultimate just because they retain the Free HD for Life. So essentially they pay more money as a just in case. Some could argue that in the future they may watch something else and thus save money but it's like people who refused to drop premier to keep free dvr but never watched movie channels. Eventually you end up paying more than you would without a discount. Much like people who get into couponing and start buying things they don't need just because they have a coupon.
     

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