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Guest Message by DevFuse

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new contract with hd dvr even if you dont sign for it?


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71 replies to this topic

#26 OFFLINE   Shades228

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Posted 08 August 2012 - 02:39 PM

When I went to SWM, there was no contract. This was to go supported on MRV. When I added my HR34 later, that triggered the contract.


If you ordered a WHDVR upgrade but had SWM compatible equipment then nothing was swapped out which wouldn't have generated an agreement, I also believe there was a small window where the WHDVR swaps didn't generate agreements unless it was an ugprade as well, so that is more than likely what happened with you. Now if you order WHDVR and they have to swap out equipment an agreement is added approrpiately based on equipment type.

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#27 OFFLINE   dpeters11

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Posted 08 August 2012 - 03:08 PM

If you ordered a WHDVR upgrade but had SWM compatible equipment then nothing was swapped out which wouldn't have generated an agreement, I also believe there was a small window where the WHDVR swaps didn't generate agreements unless it was an ugprade as well, so that is more than likely what happened with you. Now if you order WHDVR and they have to swap out equipment an agreement is added approrpiately based on equipment type.


Correct. Actually, thinking back, I was already under contract at that time, I'd gotten rid of my H20 and replaced it with an HR22 to use unsupported.

#28 OFFLINE   Brubear

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Posted 08 August 2012 - 04:30 PM

if it was an erp, why was a tech dispatched to install it? An erp is sent via Fed Ex. It sounds like an upgrade was ordered - probably at no cost - and you took advantage of that offer. If that is true, then it is a legitimate commitment. Unless it's a service call (or upgrade) no tech should ever roll, so I'm leaning towards the upgrade.

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#29 OFFLINE   dpeters11

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Posted 08 August 2012 - 04:41 PM

if it was an erp, why was a tech dispatched to install it? An erp is sent via Fed Ex. It sounds like an upgrade was ordered - probably at no cost - and you took advantage of that offer. If that is true, then it is a legitimate commitment. Unless it's a service call (or upgrade) no tech should ever roll, so I'm leaning towards the upgrade.


Well there's still a question on what he got model-wise.

#30 OFFLINE   Shades228

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Posted 08 August 2012 - 07:45 PM

if it was an erp, why was a tech dispatched to install it? An erp is sent via Fed Ex. It sounds like an upgrade was ordered - probably at no cost - and you took advantage of that offer. If that is true, then it is a legitimate commitment. Unless it's a service call (or upgrade) no tech should ever roll, so I'm leaning towards the upgrade.


I'm not going to to go into the validity of the agreement but service calls can be seutp as well for free.


Well there's still a question on what he got model-wise.


Model wouldn't matter unless you're saying he got a TiVo or HMC.

#31 OFFLINE   trh

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Posted 08 August 2012 - 08:13 PM

if it was an erp, why was a tech dispatched to install it? An erp is sent via Fed Ex. It sounds like an upgrade was ordered - probably at no cost - and you took advantage of that offer. If that is true, then it is a legitimate commitment. Unless it's a service call (or upgrade) no tech should ever roll, so I'm leaning towards the upgrade.


I'm not going to to go into the validity of the agreement but service calls can be seutp as well for free.


In late-June, I had an HR21-100 die on me (paused all the time, internal temp at 149 and an error code (that I forgot)). Called and talked with Tech support. They rolled a truck to fix the DVR ("we won't charge your Mr. H as you've been such a loyal customer since 1998."). Two guys arrived (on time) and it took them all of five seconds to say "your HD is toast, we're replacing your DVR". All they had were HR24s and 34s. I did ask for one of the 34s, but all I got was two loud laughs. And a brand new 24. :)

No cost to me: no shipping, no roll-out charge and no extended contract.

#32 OFFLINE   wahooq

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Posted 09 August 2012 - 05:13 PM

Even if an ERP or service call is processed incorrectly and generates a commitment...it's a matter of like 5 seconds to fix it. Just call DTV and ask for the Access Card Dept. it can researched and corrected...very simple fix
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#33 OFFLINE   Brubear

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Posted 09 August 2012 - 05:41 PM

let me clarify my statement. A truck roll to a receiver replacement is rare but not unheard of. I see it commonly for an elderly or differently-abled customer. When an onsite tech activates a replacement ird as part of a service call through his handheld it should actually prevent a service commitment from being applied.
SOP now is that when a commitment -changing event (upgrade, programming offer, etc) occurs on an account, the caller is transferred to a third part agent who verifies the order/offer and th customer's understanding of what it entails, before applied.
If a tech rolled, he activated a new ird and you got a commitment, it sounds seriously like an upgrade. These things can fall hrough the cracks, but it is much more rare.

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#34 OFFLINE   wahooq

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Posted 09 August 2012 - 05:50 PM

let me clarify my statement. A truck roll to a receiver replacement is rare but not unheard of. I see it commonly for an elderly or differently-abled customer. When an onsite tech activates a replacement ird as part of a service call through his handheld it should actually prevent a service commitment from being applied.
SOP now is that when a commitment -changing event (upgrade, programming offer, etc) occurs on an account, the caller is transferred to a third part agent who verifies the order/offer and th customer's understanding of what it entails, before applied.
If a tech rolled, he activated a new ird and you got a commitment, it sounds seriously like an upgrade. These things can fall hrough the cracks, but it is much more rare.


For the most part correct ...but it all depends on how the activation is processed
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#35 OFFLINE   iceman2a

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Posted 10 August 2012 - 07:35 AM

My guess is you guys always activate through the access card department. If you go through the normal channels like us other poor schmucks who don't know any better, then you get re-upped. I've had more than one CSR tell me that ALL receivers automatically start a new contract unless you call back to get it fixed, or unless you activate through the access card department to begin with. Not that I believe anything a CSR says, but it has proven to be true for me and many others. So I still contend it's SOP. It's happened to at least 3 people in this thread alone.


If it were SOP as you say then it would have happened to EVERYONE in this thread and everyone would have to call the access card dept. to get it fixed!
We all know the various levels of competance and training of CSRs, if you guide them the correct way it will not happen. Do not call in and tell them you "want to activate a "NEW" rcvr" explain to them you recieved a "replacement" rcvr and need to activate it and don't expect a contract extention. If they tell you "all activations require an extention" ask to transfered to tech support and have them do it! I found that being proactive but polite gets things done the correct way the first time, most of the time.
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#36 OFFLINE   raott

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Posted 10 August 2012 - 07:56 AM

If it were SOP as you say then it would have happened to EVERYONE in this thread and everyone would have to call the access card dept. to get it fixed!
We all know the various levels of competance and training of CSRs, if you guide them the correct way it will not happen. Do not call in and tell them you "want to activate a "NEW" rcvr" explain to them you recieved a "replacement" rcvr and need to activate it and don't expect a contract extention. If they tell you "all activations require an extention" ask to transfered to tech support and have them do it! I found that being proactive but polite gets things done the correct way the first time, most of the time.


There was an issue a few years ago where there was a system glitch or broken system process where replacement receivers defaulted to extend a two-year contract when it should not. There were many, many threads on it and the problem went on for a very long time (ie well over a year) According to some of the D* employees that post here, the glitch was acknowledged and eventually fixed.

A quick search and you will find some of the many threads on it.
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#37 OFFLINE   iceman2a

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Posted 10 August 2012 - 08:55 AM

There was an issue a few years ago where there was a system glitch or broken system process where replacement receivers defaulted to extend a two-year contract when it should not. There were many, many threads on it and the problem went on for a very long time (ie well over a year) According to some of the D* employees that post here, the glitch was acknowledged and eventually fixed.

A quick search and you will find some of the many threads on it.


I can understand that happening. That would come under the "mistake" or "error" catagory, not SOP. I can also understand it still happens today with "human error" but that avoided upfront on our (customers) side!
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#38 OFFLINE   raott

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Posted 10 August 2012 - 09:01 AM

I can understand that happening. That would come under the "mistake" or "error" catagory, not SOP. I can also understand it still happens today with "human error" but that avoided upfront on our (customers) side!


I don't disagree that what is currently happening is likely isolated errors. My point was, I wouldn't completely discount "SOP", since the issue was a widespread system problem in the past.

I say "SOP" because, at what point does a known system issue, that always innurs to Directv's benefit, move from being a simple glitch to SOP. Is it a month, is it a year? I don't know, all I know is the issue was very widespread in the past and they didn't seem to be in any hurry to fix it - if memory serves it was well over a year.
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#39 OFFLINE   iceman2a

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Posted 10 August 2012 - 11:55 AM

I don't disagree that what is currently happening is likely isolated errors. My point was, I wouldn't completely discount "SOP", since the issue was a widespread system problem in the past.

I say "SOP" because, at what point does a known system issue, that always innurs to Directv's benefit, move from being a simple glitch to SOP. Is it a month, is it a year? I don't know, all I know is the issue was very widespread in the past and they didn't seem to be in any hurry to fix it - if memory serves it was well over a year.


Maybe they were not in a hurry to fix it or maybe they were incappable of fixing it in a timely manner. What I consider SOP is a directive from upper management to all CSRs that all replacement activations extend current contracts. I am not saying that they didn't ignore or act slowly to a situation that caused that error because they figured some would not notice enough to call back and have it fixed!
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#40 OFFLINE   TBoneit

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Posted 10 August 2012 - 01:08 PM

The obsession people have to being "out of contract". comes from many sources.

1. An expected and not for the better change in income in the indefinite future.
2. Planning a move and afraid the new location will not be able to get satellite TV.
3. Barely scraping by financially now.
4. Planning for retirement, not exactly sure when.
5. You feel that no commitment gives you an edge when you call DirecTV for anything.
6. Retiring soon, similar to #4 but you know when.
7. No other commitments, Including cell phone contract.
8. Everything is paid off, Including mortgage, credit card debt and you don't want obligations any longer.

Those are off of the top of my head.

I personally do not want an obligation as I see things coming that may make me want to change providers. Since I could be happy with a Hopper or a HR34 or Cable with a 4 tuner cablecard in my computer to use it as a DVR, I want to keep my options open.
That is one reason I have Basic Cable and Satellite TV as well as one backs up the other and I can DVR locals off of the cable feed.

It's nice that you are happy and nothing will ever make you change providers.

My comments here will probably make me "unpopular" (again).

I don't understand the obsession people have to being "out of contract".

I've been with D* for several years and could care less whether I'm "in contract" or "out of contract".....since I want D*'s services, have no desire in any of my wildest dreams to switch to Dish or a variety of local, available cable TV carriers, and am not interested in "cutting the cord" (I supplement my Premier Package with Netflix)......

Being "in contract" or "out" is pretty meaningless to me.....I've been in this house for 15 years. I originally had Qwest's (my phone company) cable TV offering until they discontinued it and replaced it with D*. Been happily with D* ever since.

To me, it's the same as my cell phone service. I like the service and the hardware. why would it matter if I'm in contract or out????


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

#41 OFFLINE   carl6

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Posted 10 August 2012 - 02:23 PM

While I don't particularly care for service commitments, there are cases where you don't have a choice (assuming you want that particular service). A service commitment does not prevent you from ending service, it only puts a cost on it.

When I get a commitment, I accept the fact that if I want/need out early it will cost me a little extra. Only once have I ever actually terminated early and paid the ETF (was with an ISP, not DirecTV), and it was worth every penny to get out of that.

As to your reasons for no contract, most reflect financial limitations (barely scraping by, about to retire, possible job loss, etc.). Sorry, but if you are that close to the edge you have no business paying for TV service. Get a set of rabbit ears and save yourself a bunch of money each month. That's just my opinion though, which I recognize many won't agree with.

#42 OFFLINE   wahooq

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Posted 10 August 2012 - 05:23 PM

Really? 3 people out of 30 million subscribers.....seems isolated to me
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#43 OFFLINE   MrShowtime

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Posted 10 August 2012 - 05:55 PM

back to the original post with the signing after the receiver was activated.
Since the launch of "fist' you can't activate a receiver on your handheld, without first obtaining a lease agreement signature on the handheld. If you click "customer refused" it comes up with a message telling you to cancel the work order and that the box can't be activated. Obviously there are ways around this, but I'm not sure why he's trying to get you to sign the lease after. Unless it was an old paper lease?
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#44 OFFLINE   csgo

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Posted 10 August 2012 - 08:05 PM

I had a HR-20 replaced about 2 - 3 months ago. It became so slow I couldn't stand it (it's one that I used a lot). DTV said they couldn't just replace the unit and had to send someone out. The guy came out and replaced the box (he didn't even bother to test the HR-20). He had some kind of handheld device to "close out the work order" and "activate the receiver". He then said he couldn't close the ticket until he "verified" a different receiver and gave me the last 4 digits of the access card. I looked it up on my chart (I have 11 receivers) and it was in an area I preferred he didn't see so I said, no.

He then said he had to call in and get some kind of exemption. After about 10 minutes on the phone he asked me to talk to the lady on the other end... she asked me why I wouldn't let him verify the other receiver. I explained that I didn't want the guy in my house to start with and I'm not going to let him explore looking for another receiver. She started to say something... I hung up and told the guy to leave.

About 2 months ago I got a call from a DTV 'field supervisor' who was "in the area" and asked if he could stop by my house and talk to me. I said no, and my driveway (1/3 mile long) is clearly marked as private and no trespassing. He said that DTV may have to discontinue service if I didn't cooperate. I said, "fine, send me the return boxes, and don't contact me again" and hung up. That's been at least 2 months ago and I've received nothing other than my usual bill.

DTV likes to play all these games and I have no desire to play.

#45 OFFLINE   Shades228

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Posted 12 August 2012 - 01:28 AM

I had a HR-20 replaced about 2 - 3 months ago. It became so slow I couldn't stand it (it's one that I used a lot). DTV said they couldn't just replace the unit and had to send someone out. The guy came out and replaced the box (he didn't even bother to test the HR-20). He had some kind of handheld device to "close out the work order" and "activate the receiver". He then said he couldn't close the ticket until he "verified" a different receiver and gave me the last 4 digits of the access card. I looked it up on my chart (I have 11 receivers) and it was in an area I preferred he didn't see so I said, no.

He then said he had to call in and get some kind of exemption. After about 10 minutes on the phone he asked me to talk to the lady on the other end... she asked me why I wouldn't let him verify the other receiver. I explained that I didn't want the guy in my house to start with and I'm not going to let him explore looking for another receiver. She started to say something... I hung up and told the guy to leave.

About 2 months ago I got a call from a DTV 'field supervisor' who was "in the area" and asked if he could stop by my house and talk to me. I said no, and my driveway (1/3 mile long) is clearly marked as private and no trespassing. He said that DTV may have to discontinue service if I didn't cooperate. I said, "fine, send me the return boxes, and don't contact me again" and hung up. That's been at least 2 months ago and I've received nothing other than my usual bill.

DTV likes to play all these games and I have no desire to play.



No games just protecting itself. You're willing to have them stop your service rather than let a tech run a test on a receiver that is stated to be at the residence. This isn't rational behavior and therefor will raise red flags.

#46 OFFLINE   rgs825

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Posted 12 August 2012 - 07:01 AM

. . . He then said he couldn't close the ticket until he "verified" a different receiver and gave me the last 4 digits of the access card. I looked it up on my chart (I have 11 receivers) and it was in an area I preferred he didn't see so I said, no.


That's why I never would put a receiver in my grow house. Never knew when those pesky repairmen would pop round. :lol: :rolling:

I did have one in the "50 Shades of Gray" dungeon though.

#47 OFFLINE   CCarncross

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Posted 12 August 2012 - 08:46 AM

DTV likes to play all these games and I have no desire to play.



I've got news for you, you're playing games too.

#48 OFFLINE   inkahauts

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Posted 12 August 2012 - 12:47 PM

I've got news for you, you're playing games too.


Yep. They need to send authorization to verify the guy is at your house, and that you have the randomly selected unit at your actual subscription address. Nothing wrong with that. I'm surprised the guy didn't ask them to verify using a different receiver if he had given them a decent reason why, like, my wifes sleeping in that room, and we are not waking her up, or something of that nature. Why anyone takes such a ridiculous hard line and is so rude when people are trying to do their jobs correctly is beyond me, especially when it does make sense what they are trying to do.

#49 OFFLINE   csgo

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Posted 12 August 2012 - 01:00 PM

I've got news for you, you're playing games too.


Actually no. The repair guy could not produce a surety bond upon arrival and in hindsight I shouldn't have even let him in my house. In other words there is a very real possibility that his second job is not legitimate.

#50 OFFLINE   inkahauts

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Posted 12 August 2012 - 02:03 PM

Actually no. The repair guy could not produce a surety bond upon arrival and in hindsight I shouldn't have even let him in my house. In other words there is a very real possibility that his second job is not legitimate.


Wow. His second part was legit, it's normal procedure for all techs to randomly check when the system asks them to.




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