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Still paying $7.99 for the Protection Plan?

Discussion in 'DIRECTV General Discussion' started by JLucPicard, Sep 23, 2006.

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  1. cavihitts

    cavihitts Godfather

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    Mar 11, 2007
    I simply stated that they changed the price on 3/1/2006. That the customers who were paying $7.99 remained at that price until it was addressed. The posts of this thread are evidence of that. I stated that the change was made when the leasing policy went into effect not that it is still 7.99 because of advanced equipment or that you owned it. As far a responses from CSR's you are absolutely correct. They should be able to give you a clear cut answer.
     
  2. JVM

    JVM Legend

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    Feb 21, 2007
    "I simply stated that they changed the price on 3/1/2006. That the customers who were paying $7.99 remained at that price until it was addressed. The posts of this thread are evidence of that."

    Not true from what I see (see posts below). Also, if I'm not mistaken, some people have received reimbursement or compensation, and yet, I am told by DTV that no one receives either. Of course, I trust what DTV says more than what people here say; after all, the CSR's at DTV wouldn't give out misinformation or lie :nono:

    weaver6 post#29:

    In my case it went down without my calling. My bill dated 3/23/2007 has the $5.99 price, vs the 2/23/2007 bill where it was $7.99.

    weaver6 post#33

    No, I haven't changed my account or equipment since last August.
     
  3. Dr_J

    Dr_J Icon

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    Apr 15, 2007
    A message popped up on the CSR's screen last night that when someone leases a box like an HR20, the $5.99 price goes into effect. However, he confirmed that it should be $5.99 regardless.
     
  4. JVM

    JVM Legend

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    Feb 21, 2007
    Not in my case. I leased the HR20 from DTV and they still had me in the $7.99 price -- until I called and argued to get it down to $5.99.

    Perhaps this change to HR20 and price reduction is something new they are doing.
     
  5. serenstarlight

    serenstarlight Legend

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    Sep 16, 2006
    First of all, I am not taking sides because I work for dtv (and yes I work for dtv.. I've always been up front about that... and no I don't know everything but most things I do know well). Cavihitts is not just making up some response because he's a habitual liar and likes taking trips on the BS-mobile. He's correct. That is the response "we're supposed to give" if a customer objects. The $7.99 price was originally for advanced products. The reason why people get compensation is due to empty threats of quitting if they don't get it like everyone else. Unfortunally some agents don't know how to work with upset customers. Most customers are just wanting the package at that price.. I have no problem with that.. neither does corporate dtv. That's why have the ability to change it for customers (well at least sups do).. with the extention of the service agreement of course... but sometimes in life we have to give n' take.

    No.. none of this info is on our website or on the customer agreement... just in case any of you are looking for it.
     
  6. coota

    coota Legend

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    Apr 10, 2007
    I just upgraded from the HR10 to the HR20 DVR and in my next invoice (April) the protection plan dropped to $5.99 without any phone calls. Knock on wood, I have had DTV since 1996, been continusouly upgrading and have not had a bad experience with them yet (although the additional money for Super Fan does aggravate me)
     
  7. cavihitts

    cavihitts Godfather

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    Mar 11, 2007
    Going back to the first post.

    JLucPicard called about the protection plan.

    Was this person still paying $7.99 for the protection plan even after the price change? Yes

    Was this person given the run around about the pricing? Yes. I'm not disputing that or excusing it.

    But was the price changed after this person called in to address the issue? Yes.
     
  8. dtech

    dtech New Member

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    Aug 21, 2006
    It's just the same as customers upgrading equipment and then not having the old receiver deactivated. D* pockets a lot of extra income per month and they arent going to call you up to let you know about it until you stumble across it. Plain shady is what it is. :nono:
     
  9. cavihitts

    cavihitts Godfather

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    Mar 11, 2007
    But Directv is not going to know if you are not using a receiver unless they are informed. If you order a receiver upgrade to replace another one then the csr could then deactivate the older receiver but usually the customer would not want to deactivate it so they have service until the new one arrives. When the tech/customer calls in to activate the new one it may be overlooked and as a result the old receiver is not deactivated. The activating CSR may not know that the new receiver replaced one that is not going to be used.
     
  10. JVM

    JVM Legend

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    Feb 21, 2007
    I recently replaced an R15 with a HR20 and was sent the "recovery" box before the installation. When the installer came and activated the HR20 in the living room, which is where I had the R15, they did not deactivate the R15 even after they received it! I was totally bewildered that they got back the R15 and still had not deactivated it :nono2:

    I happened to check my account online and saw 4 receivers instead of the 3 I have and then made the call to get it corrected. Talk about inadequacy :eek2:
     
  11. cavihitts

    cavihitts Godfather

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    Mar 11, 2007
    That was a mistake on Directv's end. It would seem that the CSR ordered a recovery without deacitivating the receiver. So yes that is a case were Directv made the mistake. What I was referring to is: Say a person goes to Best Buy, they pick up a HR20, they go home, they hook it up (say they don't need ka/ku or 2nd line), they call Directv and say they need to activate their new box. Directv activates the hr20. Directv would not know that they disconnected whatever receiver they had there before. So if that person does not mention during activating the HR20, they will have charges on the account for a receiver they are not using.

    There are different cases. Yes Directv and their CSR's make mistakes. Yes some customers have situations like yours and are overcharged. The world is not perfect and you shouldn't have to, but the best thing to do is as you did and keep a close eye on your bill.
     
  12. JVM

    JVM Legend

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    Feb 21, 2007
    I'm in such a good mood I'll agree with everything you say! I just discovered I get channel 95, YES HD, and I'm in Pennsylvania. Problem is while I'm a Yankee fan, I kind of think the Red Sox have a more exciting team with their pitching. But, like you say, we can't expect everything to be perfect :)
     
  13. Dr_J

    Dr_J Icon

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    Apr 15, 2007
    On April 20, a CSR called me back (!!!) in response to an E-mail I sent complaining about the $7.99 protection plan charge. He not only allegedly changed me to $5.99 but also gave me $10 off per month for 12 months plus 6 months of free HD for the aggravation and overcharge, without any haggling or negotiation from me. Sounded great!

    My May bill arrived today, and I dreaded opening it because I was worried that something would get screwed up. It was justified. I did have a $10 credit (hopefully the first of 12). However, I did not have the free HD, and I was still being charged $7.99/month for the protection plan. :nono2:

    I called up customer service, and the CSR took 15 minutes to downgrade the protection plan charge to $5.99 but had to transfer me to a supervisor regarding the free HD. All told, I spent close to 30 minutes on the phone. I guess I'll have to hold my breath when next month's bill comes in.
     
  14. mikewolf13

    mikewolf13 Icon

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    Jan 30, 2006
    Please educate your co-workers.....


    Dear Mr. Wolf,

    Thanks for writing and letting us know your concern about your Protection Plan subscription and your annual commitment. Because you own your receiver(s) and the other equipment, such as the remote, cabling, dish, and multi-switch, the $7.99 plan that you purchased covers all of these items.

    New customers, who purchase our Protection Plan today, lease their receivers and do not own them. For these customers the receiver is already covered under their lease agreement so they are just being charged for $5.99. Therefore, their coverage only includes the 24/7 technical troubleshooting, the free service calls, and the replacement of the related additional equipment.

    Furthermore, your annual programming commitment ends on 08/17/08. I hope that you have enjoyed having DIRECTV. You are very important to us and we look forward to serving you for years to come.

    If you need any assistance with your DIRECTV equipment or programming please let me know and I will have a representative contact you as soon as possible.

    Thanks again for writing and stay tuned to directv.com for the latest news and information about our services.

    Sincerely,

    Leslie D
    Employee ID # 100113732
    DIRECTV Customer Service
     
  15. Eich

    Eich Legend

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    Jan 8, 2007
    The funny thing is, if you look on DirecTV's main web site for the protection plan:
    http://www.directv.com/DTVAPP/global/contentPage.jsp?assetId=900030

    You'll see the plan list a low monthly fee of $5.99

    However, when I log into my account and look at modifying my services, the price there is listed at $7.99 for Advanced Equipment.

    I do think that DirecTV's intention is as stated in the letter above. But they haven't done a good job of documenting this on their web site.
     
  16. bto4wd

    bto4wd Duplicate User (Account Closed)

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    Apr 17, 2007
    I signed up for the protection plan in July 2006. All owned DTivo units. Monthly amount $5.99. Me thinks Leslie is a bit confused.
     
  17. gully_foyle

    gully_foyle Hall Of Fame

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    Jan 18, 2007
    Los Angeles
    If so, they owe me refunds for charging me higher rates (several times) on Total Choice. Just went up $3 in February....again...
     
  18. gully_foyle

    gully_foyle Hall Of Fame

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    Jan 18, 2007
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    Well, if they were actually going to repair or replace the "advanced equipment" (read: HR10-250), that would be one thing. But they aren't. So, again, what's the point?
     
  19. serenstarlight

    serenstarlight Legend

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    Sep 16, 2006
    The price changed around March of 2006 so it would make sense that you would only pay $5.99. And it would make sense that dtv would post the new charge for the protection plan on the website and not the old $7.99 price.
     
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