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new contract with hd dvr even if you dont sign for it?

Discussion in 'DIRECTV General Discussion' started by suncom3, Aug 8, 2012.

  1. inkahauts

    inkahauts Well-Known Member

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    I have only talked to the access car department once and it had nothing to do with a swap. And the other people I know don't even know the access card department exists.
     
  2. n3vino

    n3vino Godfather

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    Leon...
    HR25? I didn't know they made an HR25. Anyhow, you might want to call them and ask what triggered the new contract since they did upgrade some of your equipment such as the LNB and SWM and wireless internet.Did he install an internet module? I think they are called CCK or CDK. How about whole home DVR? I don't know if that and the SWM are considered upgrades. Maybe some of our more knowledgable members can chime in.
     
  3. dpeters11

    dpeters11 Hall Of Fame

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    I don't much care about being in contract, but I only want to be in contract when I want to be. I'm in contract now by choice.
     
  4. dpeters11

    dpeters11 Hall Of Fame

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    When I went to SWM, there was no contract. This was to go supported on MRV. When I added my HR34 later, that triggered the contract.
     
  5. Shades228

    Shades228 DaBears

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    It's been posted many times but I'll post it here again.

    Upgrade = Agreement
    ERP/RMA = No agreement

    If you have a technical problem you deal with the technical department and require them to send you a replacement receiver.

    The way this happens is if someone orders an upgrade instead of a replacement. This happens from bad communication or someone doing something they shouldn't do.

    I know people that have left the company who love to troll here like to state that it's SOP but it's not and it doesn't matter who activates the receiver. The people who you talk to have 0 ability to choose if an agreement is added or not manually. The only way agreements get added are by systemic policies based on offers. It does happen and by people not communicating properly or by people doing the wrong thing. Sometimes it's customer driven and sometimes it's agent driven however if the proper policies are followed this shouldn't happen. When it does it's easy to verify and resolve if the account is ever disconnected.
     
  6. Shades228

    Shades228 DaBears

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    If you ordered a WHDVR upgrade but had SWM compatible equipment then nothing was swapped out which wouldn't have generated an agreement, I also believe there was a small window where the WHDVR swaps didn't generate agreements unless it was an ugprade as well, so that is more than likely what happened with you. Now if you order WHDVR and they have to swap out equipment an agreement is added approrpiately based on equipment type.
     
  7. dpeters11

    dpeters11 Hall Of Fame

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    Correct. Actually, thinking back, I was already under contract at that time, I'd gotten rid of my H20 and replaced it with an HR22 to use unsupported.
     
  8. Brubear

    Brubear Legend

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    if it was an erp, why was a tech dispatched to install it? An erp is sent via Fed Ex. It sounds like an upgrade was ordered - probably at no cost - and you took advantage of that offer. If that is true, then it is a legitimate commitment. Unless it's a service call (or upgrade) no tech should ever roll, so I'm leaning towards the upgrade.
     
  9. dpeters11

    dpeters11 Hall Of Fame

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    Well there's still a question on what he got model-wise.
     
  10. Shades228

    Shades228 DaBears

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    I'm not going to to go into the validity of the agreement but service calls can be seutp as well for free.


    Model wouldn't matter unless you're saying he got a TiVo or HMC.
     
  11. trh

    trh This Space for Sale

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    In late-June, I had an HR21-100 die on me (paused all the time, internal temp at 149 and an error code (that I forgot)). Called and talked with Tech support. They rolled a truck to fix the DVR ("we won't charge your Mr. H as you've been such a loyal customer since 1998."). Two guys arrived (on time) and it took them all of five seconds to say "your HD is toast, we're replacing your DVR". All they had were HR24s and 34s. I did ask for one of the 34s, but all I got was two loud laughs. And a brand new 24. :)

    No cost to me: no shipping, no roll-out charge and no extended contract.
     
  12. wahooq

    wahooq New Member

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    Tulsa, OK
    Even if an ERP or service call is processed incorrectly and generates a commitment...it's a matter of like 5 seconds to fix it. Just call DTV and ask for the Access Card Dept. it can researched and corrected...very simple fix
     
  13. Brubear

    Brubear Legend

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    let me clarify my statement. A truck roll to a receiver replacement is rare but not unheard of. I see it commonly for an elderly or differently-abled customer. When an onsite tech activates a replacement ird as part of a service call through his handheld it should actually prevent a service commitment from being applied.
    SOP now is that when a commitment -changing event (upgrade, programming offer, etc) occurs on an account, the caller is transferred to a third part agent who verifies the order/offer and th customer's understanding of what it entails, before applied.
    If a tech rolled, he activated a new ird and you got a commitment, it sounds seriously like an upgrade. These things can fall hrough the cracks, but it is much more rare.
     
  14. wahooq

    wahooq New Member

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    Tulsa, OK
    For the most part correct ...but it all depends on how the activation is processed
     
  15. iceman2a

    iceman2a Icon

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    If it were SOP as you say then it would have happened to EVERYONE in this thread and everyone would have to call the access card dept. to get it fixed!
    We all know the various levels of competance and training of CSRs, if you guide them the correct way it will not happen. Do not call in and tell them you "want to activate a "NEW" rcvr" explain to them you recieved a "replacement" rcvr and need to activate it and don't expect a contract extention. If they tell you "all activations require an extention" ask to transfered to tech support and have them do it! I found that being proactive but polite gets things done the correct way the first time, most of the time.
     
  16. raott

    raott Hall Of Fame

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    There was an issue a few years ago where there was a system glitch or broken system process where replacement receivers defaulted to extend a two-year contract when it should not. There were many, many threads on it and the problem went on for a very long time (ie well over a year) According to some of the D* employees that post here, the glitch was acknowledged and eventually fixed.

    A quick search and you will find some of the many threads on it.
     
  17. iceman2a

    iceman2a Icon

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    I can understand that happening. That would come under the "mistake" or "error" catagory, not SOP. I can also understand it still happens today with "human error" but that avoided upfront on our (customers) side!
     
  18. raott

    raott Hall Of Fame

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    I don't disagree that what is currently happening is likely isolated errors. My point was, I wouldn't completely discount "SOP", since the issue was a widespread system problem in the past.

    I say "SOP" because, at what point does a known system issue, that always innurs to Directv's benefit, move from being a simple glitch to SOP. Is it a month, is it a year? I don't know, all I know is the issue was very widespread in the past and they didn't seem to be in any hurry to fix it - if memory serves it was well over a year.
     
  19. iceman2a

    iceman2a Icon

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    Maybe they were not in a hurry to fix it or maybe they were incappable of fixing it in a timely manner. What I consider SOP is a directive from upper management to all CSRs that all replacement activations extend current contracts. I am not saying that they didn't ignore or act slowly to a situation that caused that error because they figured some would not notice enough to call back and have it fixed!
     
  20. TBoneit

    TBoneit Hall Of Fame

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    The obsession people have to being "out of contract". comes from many sources.

    1. An expected and not for the better change in income in the indefinite future.
    2. Planning a move and afraid the new location will not be able to get satellite TV.
    3. Barely scraping by financially now.
    4. Planning for retirement, not exactly sure when.
    5. You feel that no commitment gives you an edge when you call DirecTV for anything.
    6. Retiring soon, similar to #4 but you know when.
    7. No other commitments, Including cell phone contract.
    8. Everything is paid off, Including mortgage, credit card debt and you don't want obligations any longer.

    Those are off of the top of my head.

    I personally do not want an obligation as I see things coming that may make me want to change providers. Since I could be happy with a Hopper or a HR34 or Cable with a 4 tuner cablecard in my computer to use it as a DVR, I want to keep my options open.
    That is one reason I have Basic Cable and Satellite TV as well as one backs up the other and I can DVR locals off of the cable feed.

    It's nice that you are happy and nothing will ever make you change providers.

     

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