Fighting the system will get you nothing but frustration. If you want to change DIRECTV's policies then become the next CEO.
Just having run the obstacle course at DTV regarding a specific receiver model that I was promised numerous times by different DTV agents at different levels here are the facts...
No 1st tier CSR or TSA or supervisor or retention agent or case manager has the ability to place an order for a specific version of any DTV receiver. Regardless of what they tell you or promise you that option does not exist on their computer screen. It is that simple.
A note requesting a specific model can be made on the order and smart installers who like being tipped are smart to call the customer when they are at the warehouse and give the customer a choice of what is available. When you get treated right by an installer treat them right... it really is a good investment
An order for a specific model of a DTV receiver can be placed but only at the highest level and only on rare occasion and it is quite involved so it is rarely done. It is so rarely done that few people know that it can be done.
The thing is that DTV agents at every level seem to indicate that it can and will be done but make no notes in the customer's account so they can not be held accountable when the customer blows his/her top.
There is only one reality in this discussion that everyone has to get their head around... DirecTV does not exist for the convenience of the customer... the customer exists for the convenience of DirecTV
This is today's business model and DirecTV is not the only company using it. If you don't like it, and you shouldn't, then you have to vote with your wallet because that is the only language corporate America understands... market share and P&L, and corporate America will listen... sooner or later UPDATE:
As it turns out, even an assurance from the highest executive level (that customers can get to) that a specific model of a receiver will be shipped doesn't make it happen. The wrong model arrived today.
Edited by subeluvr, 19 June 2011 - 02:49 PM.