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What the Deals are, and what are you being told by CSR?

Discussion in 'DIRECTV Installation/MDU Discussion' started by marcello696, Aug 16, 2006.

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  1. Sep 13, 2006 #461 of 3330
    carlsbad_bolt_fan

    carlsbad_bolt_fan Icon

    799
    16
    May 18, 2004
    Carlsbad, CA
    Further and futher down the spiral I go....

    This time I spoke with a CSR rep that said the HR20 will cost me $299, minus any other credits I might receive per the notes on my account ($150 off, $20/month programming credit for 6 months + shipping). I say GREAT! He then says "I'll transfer you to our installation department". About 5 minutes of listening to an endless offer loop, another rep comes on. I tell her what I'm on hold for. After saying "please hold" 6 times to me, she says once again that the HR20 IS ONLY AVAILABLE TO LA. :bang

    We go back and forth on this and finally I ask for a supervisor. He repeats word for word that the HR20 is AVAILABLE IN LA ONLY from D*. Suggests that I contact Best Buy and order it from them. :mad:
     
  2. Sep 13, 2006 #462 of 3330
    traderdan

    traderdan New Member

    5
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    Sep 13, 2006
    I was told the same thing today. They told me they can't sell it and there is no way they can give me one for free even though they noted it for free on my account sept. 6th. ,but they offered to give me a $100.00 off. Love ya dtv
     
  3. Sep 13, 2006 #463 of 3330
    Darkshade

    Darkshade New Member

    7
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    Jun 22, 2006
    Posted on Bay Area thread also.

    Just ordered mine through customer retention. Straight $19.95 charge for S&H and I get to keep my old HR10-250 with no commitment. Install date for 9/17 between 1-5pm. I'm in Los Gatos so the installation should be through Ironwood out of Morgan Hill. Lets hope they still have em in stock on Sunday.
     
  4. Sep 13, 2006 #464 of 3330
    giden

    giden AllStar

    58
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    Sep 13, 2006
    I was told earlier today that since I was a LEASE customer, the swap out was free. I was also told that if I OWNED the current HR10 box, the swap out would cost the 299.00 that others have been quoted.
     
  5. Sep 13, 2006 #465 of 3330
    Quake97

    Quake97 Cool Member

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    Sep 5, 2006
    Yeah, looks like that's the dividing line.

    Joe
     
  6. Sep 13, 2006 #466 of 3330
    Alan Gordon

    Alan Gordon Chancellor

    9,094
    100
    Jun 7, 2004
    Dawson, Georgia
    Called DirecTV today...

    I spoke to Travis. He was aware of the HR20, but said that it was only available in L.A.

    I told him that I knew people who ordered it today, and was told that today was the first day that they could order it nationally. He said it wasn't an option on the computer... and that my friends were going to be disappointed when it was a HR10-250 instead of a HR20.

    I told him that I knew someone who had ordered the HR20 outside of L.A., and had it installed. He thought maybe it was a R15. I told him that he can receive HD with it. He didn't know.

    I told him that DirecTV has the option of ordering it online. He looked and saw it. He asked if I tried ordering it online. I told him that my friends got it cheaper by ordering by phone.

    He apologized that he couldn't do anything to help. He noted on my account that I spoke to him, and signed me up for e-mail from DirecTV to tell me when it was available to me.

    He also told me that we were A-List Customers (in the top 10 percent) of DirecTV, and that DirecTV likes to make us happy! :)

    Travis was VERY kind, and very helpful, even though the computers wouldn't let him order me one. I'll probably wait a few days to call again, although I might should wait until I get an E-Mail from DirecTV since it was noted on my account that I called trying to order one before... I don't know!

    ~Alan
     
  7. Sep 13, 2006 #467 of 3330
    cookpr

    cookpr Godfather

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    Aug 24, 2006
    Took two calls, but found someone who knew today was the day for the HR20....he double checked availability in my zip and said I was good to go.

    I am a non HD Tivo owner, so did no expect a deal, but got $100 in credits after I whined about jsut having bought the H20 non HD box...

    Made him check about 4 times, but was positive it was the HR20...jsut avail today he said in my area....told me to verify the day the tech shows up....

    Got an install of 9/18!!! Next monday....so am pretty excited....$299 minus $100 in bill credits spread over 3 months....

    Am in Western Chicago burbs....


    Keep calling, you will get someone who knows his/her stuff.
     
  8. Sep 13, 2006 #468 of 3330
    cjwal

    cjwal DBSTalk Club Member

    35
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    Aug 21, 2006
    Just replied in the VE thread as well. I was curious to see what D* was saying reading several of the posts, so I gave retention a call. Just said, "I hear the HR20 is finally here."

    They said you are correct and we can give it to you for free. What date works for your install. Thus I have mine coming from VE tomorrow and the D* install next week.

    Thus, there are some CSR's that know what is going on.

    CJ
     
  9. Sep 13, 2006 #469 of 3330
    dtvmiami

    dtvmiami AllStar

    58
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    Sep 3, 2006

    U are 100% correct!

    I read ur post, called.

    Got my appt. for install on the next Thrusday, the 21st 8:00 to noon.

    Total Price $21.35

    South Florida, say hello to the HR20!
     
  10. Sep 13, 2006 #470 of 3330
    Calebrot

    Calebrot Legend

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    Jan 2, 2006
    I just got off the phone with retention after reading that others in South Florida have an install date. She said it is not available in South Florida yet. I told her that you can order it on the website, and she said to make sure that if ordered on the website that it should say DirecTV HD Plus DVR if you want the HR20-700. On the website there is only an entry for DirecTV HD DVR with no PLUS in it. She told me that is the HR10. She did say that she would mark my account that if I order it off the website and my account was charged, just to call them and they would refund the charges, but make sure I am ordering the correct one, DirecTV HD Plus DVR, and not DirecTV HD DVR.
     
  11. Sep 13, 2006 #471 of 3330
    dtvmiami

    dtvmiami AllStar

    58
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    Sep 3, 2006

    I suggest u call again. Don't even mention ur $19.95 deal yet. Just ask about the new HR20. If csr says they are not available then ask for a supervisor, or ask csr to please place u on hold and verify, cause ur brother that lives in Miami just got of the phone with u and told u that he got an appt. for next Thrusday.

    It may take u 1-3 more calls, cause some csr are just not up to par with all current info.
    The HR20 are in the Miami/Ft.Lauderdale area.
     
  12. Sep 13, 2006 #472 of 3330
    Quake97

    Quake97 Cool Member

    20
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    Sep 5, 2006
    Are you under the lease program for your HR10-250?

    Joe
     
  13. Sep 13, 2006 #473 of 3330
    adhoag

    adhoag New Member

    1
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    Aug 20, 2006
    It really is CSR Roulette, isn't it? I seemed to have lucked out. I own one of the HR10-250s (paid full price for it back in 2004), but since I can't get the locals OTA in my apartment building, I was particularly eager to upgrade. My CSR (at the Customer Retention line) started off with it being $299. I said, "gee that's a lot, I've been with DirecTV for a long time, etc." He said, "let's see what we can do". He came up with $210 in programming credits, bringing the cost down to $90. As I wasn't in the mood to call back to 5 different people to get it down to $20, I was willing to live with that. Then as he was putting through the order he discovered that there was a different offer of a $99 "upgrade" if I was willing to swap out the old box -- plus he would let me keep the programming credits. So, net result is I paid $99 and will get $210 (or maybe $150, it's not quite clear looking online) in programming credits --- total cost was between -$70 and -$120! I have to trade in the HR10, but I wasn't planning to use it anyways, and am glad I won't have to bother to try to sell it on eBay or anything. (Who knows, I could probably just give the installer the old Hughes HD box I have in the closet anyways...) Color me another very happy DirecTV customer. Can't wait to get it installed. Now I just have to clean out my Now Playing list in the next couple weeks before the installation!
     
  14. Sep 13, 2006 #474 of 3330
    cjwal

    cjwal DBSTalk Club Member

    35
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    Aug 21, 2006
    No, I own it. The HR20 will be leased though and they are not swapping out my HR10-250.
     
  15. Sep 13, 2006 #475 of 3330
    moneyball

    moneyball New Member

    1
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    Sep 13, 2006

    I called twice today. The second time I called the movers connection instead and got the same deal you got. My install is also the same date and time. Just had to do the 2 year commitment deal, but I get the HR20, 5LNB Dish, and free install.
     
  16. Sep 13, 2006 #476 of 3330
    paulman182

    paulman182 Hall Of Fame

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    Aug 4, 2006
    I emailed them, they called me back and left a message. I'm not sure what department I called because it answered with music on hold, no message.

    Anyway, they gave me the "only at Best Buy in your area" story and said she would give me a $100 credit. It is a 100 mile drive to BB and $200 is still too much for me right now.

    She told me I might do better if I called back in a couple of weeks. I've only been a customer for a couple of months so this is probably a pretty good deal, just too steep for me right now. I'm not pushy (or even persistant!)
     
  17. Sep 13, 2006 #477 of 3330
    Calebrot

    Calebrot Legend

    231
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    Jan 2, 2006
    I did as you suggested and just inquired about availability in South Florida and she confirmed my account and said the HR20 is NOT available in SFL. I told her my brother has a scheduled install for an HR20 that he placed this morning, and she said it was impossible, and to have my brother call back and confirm that it is indeed the HR20 that was ordered and not the HR10.

    I am beginning to wonder, with all the replies here that it is available, could the retention CSR's be on a quota, they can only give so much away for free in a day, because even before I said anything, she said to me, I see you are going to get the DVR & Dish installed for free, so is it possible that she was over her quota for today of giving free away and instead of saying that they are just saying, it's NOT available?
     
  18. Sep 13, 2006 #478 of 3330
    NutFlush920

    NutFlush920 Cool Member

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    Sep 12, 2006
    I'm sure glad it only took me 2 calls. I get the new HR-20 and get to keep my HR10-250 all for $19.95+tax.

    Keep trying, you all will eventually get it. Good luck to all. Stick it to the man.
     
  19. Sep 13, 2006 #479 of 3330
    NutFlush920

    NutFlush920 Cool Member

    23
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    Sep 12, 2006
    I'm sure glad it only took me 2 calls. I get the new HR-20 and get to keep my HR10-250 all for $19.95+tax.

    Keep trying, you all will eventually get it. Good luck to all.
     
  20. Sep 13, 2006 #480 of 3330
    jspanitz

    jspanitz Mentor

    41
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    Aug 26, 2006
    After 6 calls, I was finally told I could get the HR-20 in the Philladelphia PA market. The best offer they gave me was 299.00 - 120.00 credit plus 10.00 a month programming credit which brings the total cost down to 49.00. I took the offer and scheduled the install for next week.


    But does anyone think calling back and playing csr tag will net me the 19.99 deal?
     
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