Geez…. I don’t think this can be right!
First I have to say that after talking to 5 people at DirecTV over the last week that they have been exceptionally nice. Even after some really stupid things that don’t relate to my question now they really have been much easier to talk to than in the past when I’ve dealt with them!
Now for the confusion…
I just tried to order the ‘real MRV’. I already have MRV on my account so I could use it with my Ethernet network but figured I’d do the real thing so I could connect one the HR22s that doesn’t have access to Ethernet. I also need to have a SWM16 installed because being the compulsive person I am I stopped by a local dealer and he had a bunch of HR24-500s so – I had to buy one…. (Well, pay $200 for the lease) Bottom line is I need the MRV hardware for my 3 HR22s, 1 R16 and 2 HR24s and an extra DECA adapter for my Internet connection.
I currently only have a SWM LNB so I can only use 8 tuners – thus the need for the SWM16.
When I called the first person I talked to said no problem – She’d put in the order and it would $99 +$49 installation. I said sign up me up!
After being on hold for while she came back and said that for some reason their system wasn’t allowing her to do the normal order for ‘Whole Home DVR’. I suggested that may be because I already had the ‘unsupported’ Whole Home DVR service on my account or that I had too many receivers? She checked and tried and checked etc but then finally said she talked to her supervisor and the problem was the too many tuners for the install and that she would have to have someone from tech support put the order in. She put a bunch of stuff in the notes and then sent me to tech support.
Once in tech support they were unsure why she sent me to them but I explained it all again and then this person played around trying to get it to go through. After a while she said she had to get with her supervisor to get it straightened out…
After a while on hold she came back and said she had it all set and the total would be $79! I said that doesn’t sound right – I asked her if it should be the $99 + $49 and she said no. I asked if that LOW price was going to cover the 4 DECA adapters, SWM16, splitters and all and she said yes it would cover all of that! I annoyed her a bit and asked 2 or 3 times because I couldn’t see how it would be so low…
So – I paid the $79 and she set me up with an appointment. I’m figuring that this can’t be right but I’ll just have to wait and see…
Then I get an email confirming my order… What the hell? Can this be even close to what it is supposed to be? Any words of wisdom for me? Not sure what to do now?
Email confirming my order:
Great news, we have placed your order for a new receiver!
Please review the summary of your order below. If you need to change your order, please call us at 1-800-531-5000 at least 24 hours before your scheduled installation appointment. Making changes less than 24 hours prior to your installation may cause your installation appointment to be rescheduled.
If you requested standard professional installation, a DIRECTV installer will:
• Route cable from your DIRECTV satellite dish to your TV and receiver through an exterior wall or from your basement or attic, and set up a connection to an existing phone jack within 25 feet of the receiver
• Connect one TV to each DIRECTV® Receiver
• Install a Low Noise Block (LNB) converter, if necessary
• Relocate the receiver you have now to another room, if you have already requested it
Please remember that you must maintain DVR Service if you ordered a DIRECTV Plus® DVR or HD Access if you ordered a DIRECTV® HD Receiver. If you ordered a DIRECTV Plus® HD DVR, you must maintain both services on your account. By doing so, you will be able to take full advantage of the amazing features on your new receiver.
Your order includes a DIRECTV on DEMAND Internet Connection Kit. Soon you'll be able to watch your favorite shows and movies on your own schedule. Please make sure you have the following before your equipment arrives:
• Broadband Internet connection (speed - 750 Kbps or higher)
• Broadband router with available Ethernet port
Thank you for your order. You're now ready to experience TV like you've never seen it before.
Other Important Details To Remember
Please Review Your Order
Your installer will arrive between 12:00 PM - 4:00 PM on Saturday, July 10, 2010. To reschedule your installation appointment, visit directv.com/schedule or call 1-800-531-5000.
Please make sure to review the terms and conditions of your order.
Order Date: 7/5/2010
DIRECTV Order Confirmation Number: XXXXXXXXX
DIRECTV Account Number: XXXXXXXX
YOUR EQUIPMENT SELECTION
1 Internet Connection Kit $25.00 1 DIRECTV® Slimline Dish $0.00 Equipment Total $25.00
Installation Fee $49.00 Delivery & Handling Fee $0.00 Tax $5.07 Order Total Paid* $79.07
Well, this is my first post, so hello to all. First, I must point out that I am a TECH CSR for D*, so you may have spoken to me sometime in the past. Also, NONE of my views or opinions reflect D*, but my own only. I felt compelled by your posting (I read these forums between calls, it helps put things into perspective and I have learned quite a bit from reading these posts) to let you know exactly what the CSR has mistakenly ordered. From what you have posted here, it souinds like you have the wireless internet connection kit for 79.99$ + 4.99$ for shipping. This is NOT a MRV system and does not include any decas or BSFs. If you want the MRV, you need to request the whole home viewing kit, with coax internet connection (for a separate line to the router with a BB deca or a standard DECA with Power inserter). DTV will advise you to avoid opening the package and refuse shipment. They should be able to refundat that point. Regardless of the number of tuners on the account, SPI (standard professional installation), the $49 of the overall price, is designed to provide a SWM 16 if needed and to facilitate the entire install. If the installer does not have the SWM 16 then he needs to get it, and by looking at the account and the work order, he should be able to acertain the number of tuners in the install. The whole home viewing kit, which gives you MRV without ethernet cables, and it is $99+$49 install. Call as soon as you can to get that corrected, and if they don't give you what you want, the ask for the sup. Also, if you have the e-net cabling, then DTV CAN put the MRV system on your account, but it is not supported. It just takes a creative CSR, but for the most time, we can get it to work. Please verifiy your order and call us back for corrections so that we can avoid any problems with the install. Message me if you have any quesitons or concerns....