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20 replies to this topic

#1 OFFLINE   dondude32

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Posted 24 May 2010 - 05:45 PM

Called directv to enable my whole home dvr unsupported like i've used for months. Got talked into deca upgrade csr told me my sd dvr would be swapped out for hd dvr. Great i thought asked him are you sure? Let me put you on brief hold comes back 2-3 minutes later "yes they will swap sd dvr for hd dvr. Installer comes today no hd dvr r-16 because r-15 will not support swm? I was at work wife had no clue till I got home. Called directv swap was correct I asked why I have new 2 year commitment they tell me since i upgraded to r-16 i have 2 year commitment? My system worked fine before r-16 for r-15 doesn't sound like an upgrade to me?

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#2 OFFLINE   hilmar2k

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Posted 24 May 2010 - 05:54 PM

No new commitment for that swap. I was also promised an SD DVR to HD DVR upgrade, and the installer showed up without it. It took me several calls to finally get it taken care of.

I would suggest a call to DIRECTV to either provide you witrh the upgrade as promised, or remove the incorrect commitment extension.

#3 OFFLINE   Beerstalker

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Posted 24 May 2010 - 05:55 PM

Sorry to say but this is how it works right now. If they replace an R15 with an R16 you will get stuck with a 2 year agreement as it is an "advanced equipment" install (any DVR or HD receiver/DVR is considered "advanced equipment").

The CSR who talked to you on the phone was wrong, she should have never told you that you would get an HD-DVR. You could call and complain and ask for the HD-DVR you were promised, or at least an HD receiver so it could be used with MRV, but I wouldn't count on it happening.

#4 OFFLINE   hilmar2k

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Posted 24 May 2010 - 05:57 PM

Sorry to say but this is how it works right now. If they replace an R15 with an R16 you will get stuck with a 2 year agreement as it is an "advanced equipment" install (any DVR or HD receiver/DVR is considered "advanced equipment").


This is inaccurate.

#5 OFFLINE   dave29

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Posted 24 May 2010 - 05:58 PM

The R16 doesn't support DECA........

Shouldn't they upgrade to a compatible receiver? :shrug:

#6 OFFLINE   dondude32

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Posted 24 May 2010 - 06:06 PM

Called direct they tell me I'm out of luck and 2 year commitment stands. I'm so mad even considered paying termination fee! How can swapping out a incompatible r-15 for an r-16 be an upgrade when r-15 won't work with there new great system.

#7 OFFLINE   hilmar2k

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Posted 24 May 2010 - 06:11 PM

Called direct they tell me I'm out of luck and 2 year commitment stands. I'm so mad even considered paying termination fee! How can swapping out a incompatible r-15 for an r-16 be an upgrade when r-15 won't work with there new great system.


Call back, they're wrong. Swapping an R15 for an R16 during a SWM upgrade does not extend commitment.

#8 OFFLINE   RobertE

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Posted 24 May 2010 - 06:15 PM

The R16 doesn't support DECA........

Shouldn't they upgrade to a compatible receiver? :shrug:


No. Just swapped for a SWiM compatible one.
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#9 OFFLINE   dondude32

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Posted 24 May 2010 - 06:28 PM

I used an old email address i been holding onto ellen.filipiak maybe she can help me out?

#10 OFFLINE   hilmar2k

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Posted 24 May 2010 - 06:31 PM

I used an old email address i been holding onto ellen.filipiak maybe she can help me out?


If you've exhaused the CSR route, then yes.

#11 ONLINE   veryoldschool

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Posted 24 May 2010 - 06:33 PM

Call back, they're wrong. Swapping an R15 for an R16 during a SWM upgrade does not extend commitment.

Sorry, but yes it does.
DECA upgrade doesn't have a commitment, but any receiver swap triggers it. Swapping D11 for D12 is a one year, While HD is 2-years.
A.K.A VOS

#12 OFFLINE   hilmar2k

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Posted 24 May 2010 - 06:50 PM

Sorry, but yes it does.
DECA upgrade doesn't have a commitment, but any receiver swap triggers it. Swapping D11 for D12 is a one year, While HD is 2-years.


That is completely contrary to both what I was told, and what I experienced when I was upgraded to SWM. R15 to R16 is not an upgrade.

#13 ONLINE   veryoldschool

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Posted 24 May 2010 - 06:54 PM

That is completely contrary to both what I was told, and what I experienced when I was upgraded to SWM. R15 to R16 is not an upgrade.

This came straight from marketing. If you didn't get "tagged" good for you.
BTW: this wasn't called an "upgrade" but a swap for SWiM compatibility.
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#14 OFFLINE   dondude32

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Posted 25 May 2010 - 04:14 PM

Update. Email worked hd-dvr on it's way! Woohoo! Get to keep sd-dvr also 4 year old gonna love it Lol.:grin:

#15 OFFLINE   xmetalx

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Posted 25 May 2010 - 04:33 PM

Great to hear :)

Also, just to clarify the above posts..

Whole Home DVR Upgrades:
-A new 2 year service agreement applies for any advanced receiver swaps.
-A new 12 month service agreement applies for any standard receiver swaps.
DirecTV employee since 2008
Opinions expressed by me are my own and do not necessarily reflect
those of DBSTalk.com, DIRECTV, Dish Network, or any other company.


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#16 OFFLINE   dondude32

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Posted 25 May 2010 - 04:40 PM

Could you please elaborate what an advanced receiver is? R-16 advanced? Was told 24 month commitment for that swap?

#17 OFFLINE   xmetalx

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Posted 25 May 2010 - 04:43 PM

R-x, H-x, HR-x are advanced models

D-X are standard models.

By swap, they mean swapping out equipment with SWM-compatible receivers (not DECA/MRV)

By upgrade, they mean upgrading equipment to DECA compatible.
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those of DBSTalk.com, DIRECTV, Dish Network, or any other company.


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#18 OFFLINE   dondude32

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Posted 25 May 2010 - 04:48 PM

Seems odd that going from r-15 with no swm support that will not work to comparable r-16 would justify 24 month commitment. Just my opinion.

#19 OFFLINE   The Merg

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Posted 25 May 2010 - 06:19 PM

R-x, H-x, HR-x are advanced models

D-X are standard models.

By swap, they mean swapping out equipment with SWM-compatible receivers (not DECA/MRV)

By upgrade, they mean upgrading equipment to DECA compatible.


Clarification... by upgrade, they mean moving from standard recevier to a DVR or from a SD recever to a HD receiver.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#20 OFFLINE   dondude32

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Posted 25 May 2010 - 06:41 PM

Well I had csr supervisor go rebel on me saying this was an upgrade! Since my wife who was home at time had no idea it was sd dvr i was committed for 24 months for sd swap upgrade whatever semantics call it. Thank goodness my gmail account keeps all my emails as I was able to find address from four years ago when I first had problems with hr20-700 install. I gave them a heads up that multiple people had been promised hd-dvr upgrade for sd-dvr.




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