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Guest Message by DevFuse

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Grandfathered Premier subs: Still getting DVR fee waived with $10 HD credit?


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17 replies to this topic

#1 OFFLINE   JGL

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Posted 25 June 2010 - 06:54 PM

Hi all,

I'm having a hard time getting my DVR service fee waived with my grandfathered Premier package since I signed up for the HD $10 credit for existing customers.

They claim that since I got the HD credit, my package changed and I'm no longer eligible for the DVR service credit.

I even asked if I could get rid of the $10 HD credit and get my $7 DVR credit back and they said they couldn't do that, either. (Thought if I could at least get my DVR credit back, I could deal with the HD credit later).

Is this the way it is for everyone else? Just wanted to see if anyone out there was able to get both credits and what they did to get them.

Thanks

JGL

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#2 OFFLINE   klambert

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Posted 25 June 2010 - 07:09 PM

I got the same thing. My package included "free" HD so I couldn't get an HD credit.

#3 OFFLINE   cforrest

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Posted 25 June 2010 - 10:28 PM

I called got transferred to telco, he supposedly put back my included DVR charge under the old premier, but I am going to have to wait until next month to see if both the HD and DVR fee are waived. My D* bill is on my Verizon bill, hence the transfer to telco according to the first D* CSR I spoke with. Good luck getting your the grandfathered DVR fee back, it can be a PITA once it was removed from your account, as I know first hand.

D* Setup:

Slimline (AU9-S) w/no multiswitch
(1) HR21-100 0x87F (7/8/08 Made in Mexico) via HDMI to Pioneer PDP-6020FD
(1) HR24-100 0x87F (11/9/10 Made in Thailand) via HDMI to Panasonic TC-P58S2

FIOS 150/150


#4 ONLINE   gpg

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Posted 25 June 2010 - 11:01 PM

I suggest you email Ellen Filipiak, the VP of Customer Service. Her office does a pretty good job of getting things like that straightened out. IIRC her email address is ellen.filipiak@directv.com. You can verify it on the DirecTV website.

Edited by gpg, 02 July 2010 - 09:37 AM.

HR24-200,HR23-700,HR21-200, HR21-100, HR34-700,
Sony KDS-R50XBR1,HDMI, LG 37LH40,HDMI Vizio 390-A1,HDMI,Sony KDL-40NX711, HDMI, Vizio VO320E, HDMI, SWM16 with DECA,
Sony STR-DG1000 AV Receiver optical cable connection for HR24-200, GenieGo

#5 OFFLINE   joed32

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Posted 26 June 2010 - 08:15 AM

My grandfathered DVR service did not change when I got the HD discount.

#6 OFFLINE   Dolly

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Posted 26 June 2010 - 03:28 PM

I suggest you email Ellen Filipiak, teh VP of Customer Service. Her office does a pretty good job of getting things like that straightened out. IIRC her email address is ellen.filipak@directv.com. You can verify it on the DirecTV website.

Hang on to that email address because that office does a great job straightening out any problems that you may have with D* :sunsmile:

#7 OFFLINE   JGL

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Posted 26 June 2010 - 08:11 PM

Well, I sent a email to Ellen...we'll see what happens. And I did save her email address in my contact list. :)

Thanks to all for confirming that it is possible to get both credits.

#8 OFFLINE   rayik

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Posted 28 June 2010 - 07:24 AM

I got the same thing. My package included "free" HD so I couldn't get an HD credit.


I suggest you call back. I have a grandfathered package which includes HD and I was given the $10 for 24 month credit. Five minute phone call, most of which was waiting for the polite, helpful CSR to make entries into her computer.

#9 OFFLINE   JGL

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Posted 29 June 2010 - 06:38 PM

I talked with someone from Ellen's office, and she said basically you can have the $7 DVR service credit with my grandfathered Premier, or the $10 HD access credit, but not both.
I mentioned that I was aware of a few circumstances of customers getting both credits, and she agreed to give me both credits for at least this month while they 'look into it'.
So I guess we'll see what comes of it.

#10 OFFLINE   Mike Al

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Posted 29 June 2010 - 07:18 PM

You can count me as one who got the $10 HD credit and continue to pay nothing for the DVR. I just checked my June statement. The $10 HD for 24 months credit is there and the there is no charge for DVR (Included in package).

#11 OFFLINE   codespy

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Posted 29 June 2010 - 08:24 PM

I got the deal too...and made sure with the CSR my DVR service remains at $0.

Here is my June statement:

Current Charges for Service Period 06/18/10 - 07/17/10

06/18 07/17 PREMIER Monthly 114.99

06/18 07/17 HD Access Monthly 10.00

05/25 06/24 NFL SUNDAY TICKET 2010 Renewal Notice: No Payment Due 0.00

05/28 06/27 NFL SUNDAY TICKET To-Go 2010 Renewal Notice: No Payment Due 0.00

06/25 07/24 NFL SUNDAY TICKET 2010 Renewal Notice: No Payment Due 0.00

06/18 07/17 DIRECTV DVR Service $7.00/mo Incl Base Pkg 0.00

06/18 07/17 DIRECTV on DEMAND Tune to Ch. 1000 for more info 0.00


Fees

06/19 Additional Receiver 5.00

06/19 Additional Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Leased Receiver 5.00

06/19 Primary Leased Receiver 5.00


Adjustments & Credits

06/18 07/17 HD Access 24 Months Free HD Access -10.00 Credit

11 DirecTV HD-DVR's including a Genie and GenieGO


#12 OFFLINE   JGL

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Posted 02 July 2010 - 09:26 AM

Well, Ellen's office came through! Finally got a call from them and they were able to let me keep my original package with $0 DVR fee in addition to the $10 HD credit.

Thanks to all for your help.

#13 ONLINE   gpg

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Posted 02 July 2010 - 09:39 AM

Well, Ellen's office came through! Finally got a call from them and they were able to let me keep my original package with $0 DVR fee in addition to the $10 HD credit.

Thanks to all for your help.


Good to hear that everything worked out. Filipiak's office is a good place to get messy customer service issues fixed.
HR24-200,HR23-700,HR21-200, HR21-100, HR34-700,
Sony KDS-R50XBR1,HDMI, LG 37LH40,HDMI Vizio 390-A1,HDMI,Sony KDL-40NX711, HDMI, Vizio VO320E, HDMI, SWM16 with DECA,
Sony STR-DG1000 AV Receiver optical cable connection for HR24-200, GenieGo

#14 OFFLINE   cforrest

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Posted 02 July 2010 - 11:12 AM

Well I had to send an email as well, as the CSR that supposedly fixed my issue forgot to put back my NFLST package. So I called in to have NFLST put back & the DVR charge reappeared again. So I just sent an email to Ellen's office to have them resolve the issue. Glad the OP had his issue fixed. Keeping my fingers crossed.

D* Setup:

Slimline (AU9-S) w/no multiswitch
(1) HR21-100 0x87F (7/8/08 Made in Mexico) via HDMI to Pioneer PDP-6020FD
(1) HR24-100 0x87F (11/9/10 Made in Thailand) via HDMI to Panasonic TC-P58S2

FIOS 150/150


#15 OFFLINE   R8ders2K

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Posted 02 July 2010 - 09:42 PM

Hmmm... I've been going round and round with different CSRs about this issue and I'm glad that someone started this thread.

THANKS JGL!

I was able to get "partial" credit because I was a long time customer, but that credit is only for a year.

But I will try e-mail Ellen and see what happens...

Click this link for specifics on my setup. SWM 16 installed.

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#16 OFFLINE   JGL

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Posted 03 July 2010 - 12:00 AM

They wanted to give me partial credit at first, too. One of the first CSR's I talked to offered me an extra $10/month off for 1 year after they wouldn't waive the DVR fee.
I turned that down, fearing I'd never get the DVR credit back if I took their 'bribe'.

About the same time I was dealing with that, I ordered the Whole House MRV. The CSR that set me up with that told me there would be a 2 year commitment with it even though I wasn't getting any new receivers. When I hesitated and questioned her on this, she offered me $20/month off for 1 year. I took that deal...and later confirmed she was mistaken on the 2 year commitment in my case.

So, it all turned out pretty well. I ended up getting my $0 DVR fee, $10/month HD credit for 2 years, and $20/month off for 1 year on my Premier package.

I was out of my commitment...not sure how much of a part that played, but I'm sure it didn't hurt. I noticed that the $7 credit for the DVR service came from the retention dept.

So, don't give up...if you're entitled to it, they should be able to fix it for you.
Good luck!

#17 OFFLINE   james2006

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Posted 03 July 2010 - 02:11 AM

Interesting that some people are having issues with this. On my first call for free hd the CSR said I couldn't have it along with free DVR. On the second call the CSR was able to add it without a problem. My most recent bill shows all the proper charges and credits. I hope nothing changes.

#18 OFFLINE   cforrest

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Posted 03 July 2010 - 05:33 PM

Well I got everything squared away after emailing Ellen on Friday. Received an automated email this morning indicating a credit to my account. I then got an email from D* Customer Advocate Team stating the DVR fee was back to being included in my Premier package after looking over my account history. I gave the number included in the email a call & spoke with the rep that took care of my issue to make sure my credits & subscription sports packages were all on my account, which she confirmed. So not only did I get the $10/month HD credit for 24 months, I also received a $5/month for 6 months credit for Sports Package, Starz & Showtime (so $15/month for 6 months) & also received a $10/month for 6 months credit on MLBEI. Glad all is squared away & happy for the extra credits I was given by D*.

D* Setup:

Slimline (AU9-S) w/no multiswitch
(1) HR21-100 0x87F (7/8/08 Made in Mexico) via HDMI to Pioneer PDP-6020FD
(1) HR24-100 0x87F (11/9/10 Made in Thailand) via HDMI to Panasonic TC-P58S2

FIOS 150/150





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