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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. HDTVFanAtic

    HDTVFanAtic Banned User

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    Jul 23, 2005
    If you have 6 receiver inputs on your account, it is supposed to be automatically added to the work order....but given what we've seen lately......
     
  2. ibooksrule

    ibooksrule Godfather

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    Feb 16, 2003
    What is the difference bewteen the black and the silver HR20? is one better then the other or do something the other doesnt do?

    I have seen some posts saying they want a black one so was just curious.

    thanks

    Anyone who was new to D* get any good deals on the HR20? i am needing 2 and think its stupid if i am leasing something to pay $500 for them. I have dish now and i did have to pay $100 for mine but i got credited for it in monthly programming so it was free sorta. I would rather got it for free though. The prpgramming they gave me was one of the movie channels and i have to much Tv to watch now i dont have time to watch the movie channels. Anyway i know dish will give them free now and so does cable so why not D*
     
  3. jpl

    jpl Hall Of Fame

    2,776
    6
    Jul 9, 2006
    Sure... I have a pretty big soapbox. I hope it works out for you (hope directv calls you back with a great offer). I can't wait to see what they do when I actually cancel my service :) I understand that they don't necessaily panic every time someone threatens to leave - I'm sure many people use that bluff every day. There are 2 things that get me about this whole deal. First is the inconsistancy of it - some get the dvr for close to no money. Others have to pay full price (lease price). And there's no rhyme or reason behind some of it - some who get the great deal are relatively new customers who don't have any add-on packages. Some who don't get it have been with the company for years and have lots of add-ons. You want to reward your top-paying customers? Fine. But there are better ways to do it. The way that they're doing it just smacks of unfairness and favoritism. Even if that's not the case, it sure appears that way.

    Second is how these companies tend to respond when you DO finally pull the plug. They act shocked... and they throw it back on you. "Why didn't you give us warning that you were interested in getting a deal? We can work on it now." Yeah, like I didn't give them fair warning - not that I'm even required to. I sent them 2 e-mails, made several calls, and got no indication that they even read my e-mail, much less cared about responding to my concerns. Then they have the nerve to act shocked that I'm making this decision. It's not just directv that does this. A coworker switched from Dish to FiOS. He couldn't get Dish to give him the time of day while he was a customer. When he switched he couldn't get them to leave him alone. He even threatened legal action against Dish for harrassing him. He claimed that they were violating the do-not-call list (they really weren't - when you cancel a service, that company is allowed to contact you, as a former customer, for up to a year, to try to win back your business). Again, this just speaks of the short-sightedness of many of these companies. Short sighted because it costs them more to get a new customer than it does to offer an existing customer a deal. But they wait until AFTER you've signed a contract with another company, and then come after you in an unrelenting way.

    Ok, done ranting. I just think DirecTV is shooting themselves in the foot by operating this way. Give your preferred customers some other type of incentive. Send them discount coupons (congratulations! You're a super A-plus customer... and we'd like to off you 12 months of HBO for free - something like that). Them clamping down on the DVR deals only serves to push the discounts elsewhere. So they still charge $300 for the DVR, but give you credits... and give you free service... it all ends up costing them more in the end. Again, if DirecTV had just come down on the price of their dvr by $150 vs. offering me $150 in credits, I would have been ok with it, and probably waiting on an install right now. Instead, they lose me as a customer. I hated leaving, but I've gotten over that now. I got an incredible deal with FiOS, and the service is just amazing (PQ, price for service, all far superior to DirecTV - I just signed up with their movie pack, e.g. which gives me 45 SD premium channels - Starz, TMC, Showtime, IFC, Flix - plus Starz, Showtime, and TMC in HD - PLUS access to VOD for all those channels - giving me instant access to several dozen movies and specials - I was surprised at how many - all for $13/month).
     
  4. boda

    boda New Member

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    Apr 29, 2007
    Since this forum was such a great resource for me, I thought I'd share my experience. I have 3 HR10-250s that I need to upgrade in order to get NESN in HD. I called Directv this morning and said "cancel service" at the prompt. This was my first (and only) upgrade attempt.

    I politely expained that I wanted to get NESN in HD and would therefore need to upgrade to the new dish and new HD dvr. At first she said I could only get one HR20 every six months. I explained that Comcast could get me 3 HD dvrs immediately and would be happy to pay my termination fee to get me to leave Directv.

    She put me on hold, then came back and said that she could get me all 3, but that two would need to be sent to me via Fed Ex. I told her that was no problem. She then said that the best deal she could give me was $297, which would have to be paid up-front (i.e. credit card), with a $250 immediate credit to my account. I clarified that this was $297 for all 3 HR20s, and she said it was. I took the deal and scheduled install for this Friday.

    While I had her on the phone I asked about any Sunday Ticket specials. She gave me Sunday Ticket with Superfan for $249. All in all, a very productive and painless process all around. Thanks to all for the helpful advice in this forum. If it matters, I've been a Directv customer since 1999.
     
  5. hot carl

    hot carl New Member

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    Apr 29, 2007
    I have the hr10-250 and a 3lnb. Just called directv because they are offering HD locals in my area now and i need the hr20-700 to get the MPEG 4's. In any case, as soon as CSR answered, I asked to be connected to Customer Retention.

    I asked for free upgrade to HR20-700 that I was promised when I bought the HR10-250. He said ok, so installer is coming with FREE HR20-700 (lease) and FREE 5LNB all with free install and I can keep my old HR10 hooked up to a different TV.

    Sounds too good to be true.. and too easy!

    :confused: :confused:
     
  6. goes211

    goes211 Cool Member

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    Apr 30, 2007
    Unfortunately it is time to say good-bye to Direct TV! After being a happy Direct TV customer for 8 years I suspended (soon to be cancelled) my account last night. I have been living with 3 fantastic SD Tivo DVRs but I finally want to start enjoying HD on my 2 HD capable TV's.

    It all started last Friday when I tried to login to the website to see my upgrade options but for some reason it would not let me in. I then called DTV to play CSR roulette. After they informed my of my A-list "Most valuable customer" status they told me it would cost $300 x 2 to get the upgrade. I asked about any special deals or programming promos but they would not budge. I mentioned that many other people seem to be getting better deals but they denied that these deals existed. I even pointed out that I am no longer under any contract and got nothing.

    Last night I figured I would try again. I was able to login to the website and it informed me that I could get the HR20 for $200. This really irritated me because they would not even offer me this deal last Friday night. So I called again and got another CSR. That person informed me that they could give me one HR20 for $200 but the other one would still be $300 and still no programming subsidies.

    At this point I was very unhappy and it was clear that DTV did not care to keep me as a customer. I checked out DISH but decided it was not a big enough improvement to justify moving to another Satellite provider.

    What happened next shocked me. I called up Time Warner and told them I was a DTV customer but I was interested in switching to get HD DVR’s. I currently use them for internet service and they have been fairly reliable. They informed me that they would give me HD digital cable with 2 HD DVR’s and 1 SD DVR for $55 / month for 1 year. I practically choked! This deal seemed almost too good to be true. They were very pleasant on the phone and responsive to my questions. Cable customer service seems to have greatly improved, probably due to the increased competition.

    I then called DTV back to cancel my service. After waiting on hold for 15 minutes the person asked why I was canceling my service. I was thinking could they really be that dense? After informing them that I had decided to go with cable to get my HD DVR’s the person wanted to argue the merits of their DVR over Timer Warner’s. They then offered to drop the price of both HR20’s to $200/each but still no other subsidies. That just was not good enough to keep me as a customer.

    They did talk me into only suspending my account until football season so I could keep NFL Sunday Ticket but apparently I need to also keep a $30/month plan to stay eligible. I really don’t want to miss the Bears this season but I am not sure it will be worth it to pay an extra $130 on top of NFLST just to watch my games! On principle alone I think I will cancel instead of keeping DTV but at least I have a little time to cool off.

    The most disappointing thing about this is that even with the killer cable deal, I would probably stayed a DTV customer if I did not feel they were ripping me off. All it would have taken was a reasonable first offer ($200-$300 total and thrown in a few subsidies). In short, a deal no better than what many people around here have received.

    Instead I played CSR roulette with DTV and I guess we both lost.
     
  7. shendley

    shendley Hall Of Fame

    1,795
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    Nov 27, 2005

    Yes, that is the almost unbelievably frustrating thing about DTV - their complete inconsistency. It's hard to believe that they would be willing to cut you loose rather than come down a bit on what they were asking for the hddvrs - even to the point we've seen them come down to many folks who've posted on this thread. Though IF you really would rather stay with DTV (and I know I would, not only for NFLST but for the relative lack of problems with their service vs what I remember of having cable about 6 years ago), why not spin the csr roulette one or two more times? My experience both personally and from hanging out at this forum is you can never predict what the next response might be! Sometimes brute persistence is the key to getting the deal you want.
     
  8. May 1, 2007 #1608 of 3330
    ibooksrule

    ibooksrule Godfather

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    Feb 16, 2003
    I just called Directv to see what kind of a deal i could get and the guy on the phone told me they are not allowed to let any one account have more then 1 hd dvr per account per household. Then he said the best deal he could do is $299 for the hr20 and then $100 for the HD receiver and then i could get a mail in rebate to get that back in 8 weeks or so. And then a $100 rebate for the HR20 as well.

    He said that was the best deal they had going and had never heard of such crazy figures such as some people here have gotten. Any ideas on what to do or say.
     
  9. May 1, 2007 #1609 of 3330
    Steve

    Steve Well-Known Member

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    Aug 22, 2006
    Lower...
    Call again. I was first told the limit was 2. After 3 calls, I was able to order 4 HR20's. They were installed in one shot 5 weeks ago. /s
     
  10. May 1, 2007 #1610 of 3330
    Smuuth

    Smuuth Well-Known Member

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    Oct 4, 2005
    He is lying. The deals are real, you just have to be what DirecTV considers to be a high-value customer. It also helps to be persistent and try to talk to retention rather than the run of the mill CSR.
     
  11. May 1, 2007 #1611 of 3330
    etchasketch

    etchasketch AllStar

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    Dec 21, 2006
    no, without even re-reading whatever you are replying to Smuuth, there are NO high value customers, you are just on a list ... there is no A list (made up for CSO amusement).

    Geez, you guys still keeping this monster thread going, hey?

    Have ya missed me?

    etch
     
  12. May 1, 2007 #1612 of 3330
    ibooksrule

    ibooksrule Godfather

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    Feb 16, 2003
    i am a new customer so im not high value or anything. i just am going to call again
     
  13. May 1, 2007 #1613 of 3330
    wjHunter

    wjHunter AllStar

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    Apr 24, 2007
    I went with DTV because of better selection and no more "Your Rates are going up again" letters from my cable company.
     
  14. May 1, 2007 #1614 of 3330
    mpkillio

    mpkillio New Member

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    May 1, 2007
    I saw your post and because I was having trouble receiving Fox via antenna, I decided to also try for the free hr20-700. I also have the hr10-250 and have been wanting to upgrade for some time but did not want to pay for a leased unit. I phoned on Sunday evening and also mentioned that I wanted to receive my local networks through the satellite and was told I would be offered the new mp4 unit for free when it became available. No problem the rep in retention was happy to honor that promise. I reiterated that there would be no charge to my account for the new equipment or installation and she confirmed. So we set installation for this Thursday 5/3 and ended the call.

    On Monday I pulled up my account to verify what we had discussed and to my surprise there was a $99.66 charge for the new unit. I phoned D__ and asked for retention and explained what had happened. The CSR was combative and unwilling to do anything for me as he could find no notes in my file stating Free! After going around with him for a couple of minutes I asked to speak to a supervisor. He stated he had the same authority as a supervisor and they would do nothing else for me. I demanded to speak to his supervisor and he placed me on hold. Came back a couple of minutes later and said they were all busy and put me on hold again. When he finally came back he told me he could not place me on hold more than twice and I would have to wait 24-48 hours for a return phone call from a supervisor. I persisted to speak to a supervisor and he hung up on me! I immediately phoned back and asked for retention and explained very calmly what had happened. The CSR apologized over and over again and finally honored the deal I was promised on the first call. She also threw in 6 months of free HDTV and 6 months of free Showtime. Come to find out the original rep had set up my account to have three payments of $99.66 each for the equipment.

    Better double check your account to verify it is actually FREE! Good luck!

    It took some time and calls but ultimately paid off. :hurah:
     
  15. May 1, 2007 #1615 of 3330
    sjmurdock

    sjmurdock Cool Member

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    Aug 19, 2006
    I've been a customer for 6 years and called tonight for my upgrade options. I had called last summer after receiving a 2nd Tivo unit (for free thanks to some good negotiating). I called to complain because the HR20 came out a month later and I wouldn't be able to receive FSN HD with the Tivo. After the CSR finally realized it they offered me $150 credit but I decided against it at the time due to the instability of the HR20 but they stated it would be placed in my notes when I did decide to upgrade. Of course those notes somehow disappeared but they did offer me an upgrade tonight for $99. Given the experiences of some and not wanting to play the CSR game, I went ahead and took the offer and am scheduled for a Friday install.
     
  16. May 2, 2007 #1616 of 3330
    Smuuth

    Smuuth Well-Known Member

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    Oct 4, 2005
    To answer your last question, no. Obviously, you only post here to amuse yourself, not to actually provide any information of value to anyone.
     
  17. May 2, 2007 #1617 of 3330
    ibooksrule

    ibooksrule Godfather

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    Feb 16, 2003
    i just signed up and i talked to several diff CSRs and al of them said sorry 1 HR20 per household per account per every 30 days. Everyone of them kept over and over saying there is no such deals and its set in stone that its $199 for the HR20. she did offer me 10 a month off for 12 months beyond the allready $10 a month off but that isnt that great of a deal. It beats what im paying with dish by quite a lot but i dont think its a good enough offer to get me as a customer. I thought about signing up then when they call to schedule the install i can say well i just was thinking about it and its not that great of a deal and i was talking with Dish network and they offered me a better deal so i was thinking i should just go with them.

    any ideas on if this would work?
     
  18. May 2, 2007 #1618 of 3330
    sidewinder770

    sidewinder770 New Member

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    May 2, 2007
    Well I'm a new member to this forum but I have roamed the boards for a while now. I'm very familiar with the d* csr roulet and have played that game many times as I've been with them for over 8 years. I played the game again today and I currently have a very old receiver and a 3 lnb dish. I got a new 5 lnb dish, 2 cable runs and the new hr20-700 reciever for an install tomorrow! Total cost was 99 for the reciever, 10 a month credit to my acount for a year, free HD service for a year- had to pay 5.99 a month for the DVR service and had to sign a 2 year contract. I thought it was a fair deal so I said OK. Couldn't belive they had an install date of tomorrow! Of course I don't have my new panasonic plasma to hook up to it yet but at least I'll be ready for it when it comes in :) not for 2 or 3 more weeks darnit :(
     
  19. May 2, 2007 #1619 of 3330
    hot carl

    hot carl New Member

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    Apr 29, 2007

    Thanks for the input. I will definitely be checking my bill. Saturday install! Man, I would have been pissed if I were you.
     
  20. May 3, 2007 #1620 of 3330
    ItsGavinC

    ItsGavinC New Member

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    May 3, 2007
    Hey all, long time lurker, first time poster. Wanted to share my experience.

    I'm moving from Phoenix, AZ to Long Island, NY in 3 weeks. I called DirecTV last Saturday and said "cancel service" at the prompt. Not much of a fib there because Cablevision in NY is offering a great deal to for new customers. The Cablevision Triple Play gives us digital cable, internet, and home phone for $29.95/each for 12 months. After the first year at $29.95 the fees jump way up (they quoted me $46.95 for a base cable package + 9.95 for IO digital cable + 9.95 for DVR service + 6.25 for each of the two cable boxes I want), for a total of about $80/month for the digital cable alone after the first 12 months.

    The DirecTV rep put me through to retention after I told them about the $29.95 Cablevision deal. The retention rep gave me what I recognized from this forum as a pretty much standard offer of $299 for the HD DVR, minus a $100 rebate, 6 months of HD service free ($9.99 month), 6 months of DVR service free ($5.99 month) and 3 months free of Starz/Showtime. I told him I would discuss it with my wife and call him back. He gave me a PIN, etc., etc.

    I'm glad he offered me some customer credits since in truth I'd rather stay with DirecTV then switch to Cablevision. But the bottom line is that I'll go with whatever is cheapest since I'm a student.

    I called back today but my PIN had expired. I got retention again and told the agent that I was weary of the up front $199 HD DVR fee and wondered if it could be split among 3 payments. She asked me how long I was going to live in NY, and I told her 2 years. She said that I qualified for the movers package, and that if I committed to a two-year agreement I could get the HD DVR for $21.67 in tax. I took that deal, so here is what I got:

    HD DVR for tax ($21.67)
    - 6 months HD free ($9.99)
    - 6 months DVR free (5.99)
    - 3 months Showtime/Starz free

    Not a bad deal at all. I got this without any pandering, and was completely honest with the reps. I think my situation was ideal for this type of deal since I am moving in three weeks and the Cablevision offer is very enticing (at least for the first year). If I hadn't qualified for the movers special (free HD DVR with a 2-year agreement), or if I didn't want a two-year agreement, then I don't know if I could have gotten them to lower the price from $199. I probably could have asked for more credits to offset the price though in that case.

    In any event, I'm happy. We're only in NY for two years, so it's a screaming deal for me.
     
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