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HR34 from DirecTV - Why Current Customers Treated So Poorly


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278 replies to this topic

#151 OFFLINE   Herdfan

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Posted 09 January 2012 - 01:44 PM

So competition raises prices? Can't the FCC just choose the best provider for us and then fix the prices?:nono:


Competition per se does not raise prices. But constantly jumping providers for the best deal increases subscriber acquisition costs which are passed on to customers.

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#152 OFFLINE   TBoneit

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Posted 09 January 2012 - 01:49 PM

No but I do as do all the other loyal customers. Jumping back and forth to get the best deal raises prices for everyone, from all providers.

Thanks. :(


Sometimes that is the best for the person doing the jumping. If it comes down to jumping ship or doing without, I'd do it too. How the extra I pay in price due to sports? If they offered the exact same channels in a package sans sports Id bet on getting two years with no price increases needed.

There have many posts here about people that can no longer afford the full price due to changed financial circumstances.

Better for DirecTV to cut them a break as long as it doesn't go below cost as the equipment is already installed and not really costing anything. Keep them at a lower price and their financials may improve and allow full price again.

Weigh this against becoming known as the satellite seller in the local Bazaar where you can bargain anything down in price.

In the long run I believe that those who jump ship for introductory rates constantly are so busy chasing the dollar that it impacts all quality of life. That would drive users in my house crazy having to learn new remotes, interfaces , channel layouts, as well as differences in channels available. Every two years, yechh...

Many people that were always transferring balances among credit cards for a Zero interest rate have ended up hurt. No new offers or minimum payment amount changed etc.

I can't be bothered. On Friday night if I have the money in my pocket and I have a choice between real nice CheeseBurger and fries or spending double the money and getting a Roast Prime Rib, Choice of potato type, Salad, Ice cream for dessert (included in the price), & Choice of soup. Which way do you think I go? Local place on the way home. Yum, prime Rib BTW. Home made chocolate brownies extra.

Texas Weiner, not just hot dogs anymore.

I may not be rich but no regrets for missed opportunities either.

Edited by TBoneit, 09 January 2012 - 01:59 PM.

Remember when your kids were the TV set's remote control?

#153 OFFLINE   inkahauts

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Posted 09 January 2012 - 02:33 PM

D* doesn't have a right to my $100 a month indefinitely.

IF they're cutting new subscribers better deals than longstanding customers, then I owe them no loyalty. If nothing else, I can come back later as one of those new customers.

Their policies just encourage churning.


What deal did you get when you signed up? Have you gotten any discounts at all since then, or freebies? Your only a new sub once, and you get a good deal always when you sign up. Most people complain that newbies are getting newer hardware than what they had. Hats like saying GM should upgrade my engine to the newer version that gets better gas mileage simply because I pay for on star service.

Me, I want an hr34 and am willing to get back into a contract for it because it will save me money on monthly fees. I will cut out several boxes if I get an hr34. Even if I have to pay full pop of 400 in two years I will have saved more than I spent in the up front fees.

#154 OFFLINE   Alan Gordon

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Posted 09 January 2012 - 02:46 PM

What deal did you get when you signed up? Have you gotten any discounts at all since then, or freebies? Your only a new sub once, and you get a good deal always when you sign up. Most people complain that newbies are getting newer hardware than what they had. Hats like saying GM should upgrade my engine to the newer version that gets better gas mileage simply because I pay for on star service.


You can look at it that way, or you could look at it like a cell phone company.

I joined Verizon in November of 2010... the main line on my account is now eligible for a phone upgrade... and the rest will be in July.

(I will definitely be upgrading my phone sometime this year due to the fact that my phone is buggy... a lot less than it was prior to the last firmware update, but still not reliable enough for me. I will definitely be doing some EBay'ing in order to afford the upgrade, but I will be doing it.)

I don't think anyone should REASONABLY expect to get new subscriber deals on programming, but I don't think it's unreasonable for hardware upgrade deals to to be available to loyal customers.

~Alan

#155 OFFLINE   inkahauts

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Posted 09 January 2012 - 02:56 PM

You can look at it that way, or you could look at it like a cell phone company.

I joined Verizon in November of 2010... the main line on my account is now eligible for a phone upgrade... and the rest will be in July.

(I will definitely be upgrading my phone sometime this year due to the fact that my phone is buggy... a lot less than it was prior to the last firmware update, but still not reliable enough for me. I will definitely be doing some EBay'ing in order to afford the upgrade, but I will be doing it.)

I don't think anyone should REASONABLY expect to get new subscriber deals on programming, but I don't think it's unreasonable for hardware upgrade deals to to be available to loyal customers.
~Alan


And we all get hardware upgrade offers often, if we aren't getting to many other deals. How often does someone log into their account and see that they are eligible for a free hd dvr or something of that nature? Or call in and ask for a new hd dvr to replace a sd or for new tv? Now, when you go to upgrade your cell phone, which phones are free, and which will still cost you plenty? The iPhone 3G is free now but the iPhone 4s is how much now? ;). It is the same as a cellular company, that was a good analogy for sure.

#156 OFFLINE   Alan Gordon

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Posted 09 January 2012 - 03:05 PM

And we all get hardware upgrade offers often, if we aren't getting to many other deals.


Absolutely!

How often does someone log into their account and see that they are eligible for a free hd dvr or something of that nature?


Yeah... I think I have a FREE SD receiver offer on my account... funny, given that I'm in an MPEG4 market... LOL!! :lol:

Now, when you go to upgrade your cell phone, which phones are free, and which will still cost you plenty? The iPhone 3G is free now but the iPhone 4s is how much now? ;). It is the same as a cellular company, that was a good analogy for sure.


The cheapest 4s is $199... it goes up depending on storage size.

Unfortunately, there are still some differences in the analogy. For one, you would actually own the iPhone, whereas you wouldn't own the HR34. That's a biggie...

~Alan

Edited by Alan Gordon, 09 January 2012 - 03:12 PM.


#157 OFFLINE   wco81

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Posted 09 January 2012 - 04:04 PM

I got a couple of Direct Tivos way back in the day but I paid like $160 and I don't think I even got free HBO for awhile.

I had to go through retention to get the HR20 and the HR22 DVRs I have now.

I just got a 3D TV which is connected to the HR20. I expect a free DVR upgrade. I'm out of contract.

#158 OFFLINE   lparsons21

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Posted 09 January 2012 - 04:12 PM

Like some here, I love the idea of the HR34 and what it brings to the table. But that is where it stops for me. I'm not going to pay the $399 for it, I might be convinced to pay $99 though.

But then, I'm not what many here refer to as a 'loyal customer' in the sense they use it. I am loyal to companies that provide me the goods and services I want at a competitive price. If that means jumping ship now and then, then so be it. It's my money and I want to use it in the way that is most beneficial to me. D* and all the rest of the providers have an office full of bean counters to help them extract as much money from me as they can, it isn't my job to help them in that endeavor.

And switching just isn't that big a deal for me as I'm retired and everyday is a Saturday!! :)

Lloyd
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#159 OFFLINE   Shades228

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Posted 09 January 2012 - 04:17 PM

I got a couple of Direct Tivos way back in the day but I paid like $160 and I don't think I even got free HBO for awhile.

I had to go through retention to get the HR20 and the HR22 DVRs I have now.

I just got a 3D TV which is connected to the HR20. I expect a free DVR upgrade. I'm out of contract.


You could be in contract it wouldn't matter as you've already been informed due to 3D swap.

#160 OFFLINE   wco81

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Posted 09 January 2012 - 04:36 PM

No I haven't gotten any new equipment from them in over 2 years.

#161 OFFLINE   Shades228

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Posted 09 January 2012 - 04:50 PM

No I haven't gotten any new equipment from them in over 2 years.


3D swaps have nothing to do with anything other than having a specific error and calling DIRECTV.

#162 OFFLINE   wco81

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Posted 09 January 2012 - 04:52 PM

I don't know what you're talking about by "3D swaps."

They haven't swapped anything for me.

#163 OFFLINE   RAD

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Posted 09 January 2012 - 05:32 PM

I don't know what you're talking about by "3D swaps."

They haven't swapped anything for me.


If you have a HR20 or H20 and connect it to a 3D TV and tune to a 3D channel you'll get a popup error message with a code and phone number to call. That is supposed to tell the CSR to swap out that STB for a HR21 or H21 or greater that does support 3D for no charge.

See post My Setup for configuration info.


#164 OFFLINE   wco81

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Posted 09 January 2012 - 06:26 PM

Right, well I haven't requested that yet, partly because I wanted to see what was going to happen with the HR34.

#165 OFFLINE   Shades228

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Posted 09 January 2012 - 06:28 PM

Right, well I haven't requested that yet, partly because I wanted to see what was going to happen with the HR34.


If you want something swapped due to a functionality issue they'll do it like for like. Anything else you're into your own pocket.

#166 OFFLINE   markrogo

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Posted 09 January 2012 - 08:49 PM

Talking to retention is not a "bluff". They are called "customer retention". I read that as, "What can we do to keep you as a happy customer so you remain with us?" Not, "Hi, I'm threatening to cancel, make me stay." I have dealt with retention in the past; I have never threatened to cancel.

Of course, the HR34 is a different ball of wax for me, as many of you know.

#167 OFFLINE   dpeters11

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Posted 09 January 2012 - 08:55 PM

You can get a deal from retention without even mentioning moving to another provider, other than to the computer. I got Sunday Ticket free by just asking them what kind of deal I qualified for.

#168 OFFLINE   johnp37

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Posted 10 January 2012 - 08:02 AM

[quote name='lparsons21']Like some here, I love the idea of the HR34 and what it brings to the table. But that is where it stops for me. I'm not going to pay the $399 for it, I might be convinced to pay $99 though.

But then, I'm not what many here refer to as a 'loyal customer' in the sense they use it. I am loyal to companies that provide me the goods and services I want at a competitive price. If that means jumping ship now and then, then so be it. It's my money and I want to use it in the way that is most beneficial to me. D* and all the rest of the providers have an office full of bean counters to help them extract as much money from me as they can, it isn't my job to help them in that endeavor.

And switching just isn't that big a deal for me as I'm retired and everyday is a Saturday!! :)[/QUOTE

+1 I'm with you brother. Your post could have been written by me. My sentiments EXACTLY. $399 for a machine I won't even own? I think not. My mama didn't raise a fool.
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#169 OFFLINE   joed32

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Posted 10 January 2012 - 08:15 AM

If you have a HR20 or H20 and connect it to a 3D TV and tune to a 3D channel you'll get a popup error message with a code and phone number to call. That is supposed to tell the CSR to swap out that STB for a HR21 or H21 or greater that does support 3D for no charge.


I've been thinking about doing that, I have 2 HR24s, 1 HR21 and 2 HR20s. I can record 3D on the HR20s and watch the programming on one of the newer units using Whole Home so I'm not too anxious to give up units that are working and maybe getting replacements that have problems.

#170 OFFLINE   Alan Gordon

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Posted 10 January 2012 - 10:38 AM

Talking to retention is not a "bluff". They are called "customer retention". I read that as, "What can we do to keep you as a happy customer so you remain with us?" Not, "Hi, I'm threatening to cancel, make me stay." I have dealt with retention in the past; I have never threatened to cancel.


Don't you have to "bluff" in order to get the retention in the first place?!

~Alan

Edited by Alan Gordon, 10 January 2012 - 10:55 AM.


#171 OFFLINE   lparsons21

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Posted 10 January 2012 - 11:00 AM

Don't you have to "bluff" in order to get the retention in the first place?!

~Alan


Sometimes, not always. Usually saying 'cancel' at the voice prompt gets you there. Or like last time for me, I wanted to drop from Premier. First I got a normal CSR, then he said I need to transfer you to the place that handles that. That was retention.

I never said cancel at the prompts, just change programming.

Lloyd
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HDTV : Mitsi WD-73742 73" 3D DLP
Surround: Denon AVR-2113ci 7.1 Setup

 


#172 OFFLINE   Alan Gordon

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Posted 10 January 2012 - 11:10 AM

Sometimes, not always. Usually saying 'cancel' at the voice prompt gets you there. Or like last time for me, I wanted to drop from Premier. First I got a normal CSR, then he said I need to transfer you to the place that handles that. That was retention.

I never said cancel at the prompts, just change programming.


Yeah... well, saying "cancel" at the prompt is bluffing... regardless of whether or not you talk to a person or the computer, IMO.

~Alan

#173 OFFLINE   billsharpe

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Posted 10 January 2012 - 11:35 AM

Yeah... well, saying "cancel" at the prompt is bluffing... regardless of whether or not you talk to a person or the computer, IMO.

~Alan


"Cancel" is not bluffing if you really intend to cancel as I did.

I was an original subscriber to DirecTV and paid over $700 -- and that was with a Hughes retiree discount -- for an SD receiver many moons ago. At least I owned the unit. I eventually switched to cable, then back to DirecTV, and finally to FiOS in October. That's three switches in about 20 years.
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#174 OFFLINE   RAD

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Posted 10 January 2012 - 11:54 AM

Whenever I called to get to retention I've always started the conversation saying I have no plans to cancel but I know you are the folks that get things done. Once they know that I've had no problems in getting assistance in getting them to fix whatever the problem/issue is.

See post My Setup for configuration info.


#175 OFFLINE   Alan Gordon

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Posted 10 January 2012 - 12:07 PM

"Cancel" is not bluffing if you really intend to cancel as I did.


I guess I should have clarified. I was referring to people who do not intend to cancel.

~Alan




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