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Existing Customers going to Genie


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342 replies to this topic

#226 OFFLINE   inkahauts

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Posted 22 January 2013 - 02:47 PM

I just switched to DISH with a Hopper and 3 Joeys. LOVE IT! Got all of the equipment and install for free and am saving about $500 a year on my bill. I did call DTV and told them that I was willing to switch if they could not take care of me. I was a 8 year customer, but they gave me a $500 quote and did nothing to budge on it. I called back after I got DISH to cancel with DTV. The retention guy said he wished he had gotten to me before DISH installed. I told him it shouldn't matter who I talk to. They should treat their loyal customers just as good or better than new ones, not like second class citizens.


I think its funny that you think your treated like a second class citizen just because they didn't roll over and offer you the world for free when you called. And by the way, if you are in this board, then you know csr roulette and customer retention is where you need to go to get discounts. Not to mention, how many discounts have you had lately from DIRECTV? And don't be surprised in two years when dish doesn't roll over for you then, or makes you do the same you have to do with DIRECTV, which is keep asking.

Good luck with dish though,I do hope they satisfy your needs and have the right channels. That's the important part to me in the end no matter what the equipment or pricing.

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#227 OFFLINE   jeffdi89

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Posted 22 January 2013 - 03:36 PM

Just called in to renegotiate after our initial 2-year agreement ended. Originally had 2 HR-24s, 1 H-24, and 1 D-12. Called in and CSR could only offer $10 per month credit for 12 months - and $299 for upgrade to Genie, but said I could get a free upgrade to a 3rd HR-24 to replace the D-12. I considered this, but told them I still would be getting a significantly better deal by switching and had them transfer me to retentions. Retentions was able to get me the Genie for $49 + $49 installation AND the HR-24 for free (replacing D12 and H24). Additionally, I got an $18 credit/month for 12 months. I thought this was a fair offer and accepted. The whole call was pleasant and painless. I might have got a little more if I had really argued, but I felt this was a very fair offer, and I really didn't want to switch. We now will have 11 tuners which is complete overkill, but it doesn't cost any more, so what the heck:D. Hopefully this will help others when they call in.

#228 OFFLINE   ehilbert1

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Posted 22 January 2013 - 03:42 PM

I just switched to DISH with a Hopper and 3 Joeys. LOVE IT! Got all of the equipment and install for free and am saving about $500 a year on my bill. I did call DTV and told them that I was willing to switch if they could not take care of me. I was a 8 year customer, but they gave me a $500 quote and did nothing to budge on it. I called back after I got DISH to cancel with DTV. The retention guy said he wished he had gotten to me before DISH installed. I told him it shouldn't matter who I talk to. They should treat their loyal customers just as good or better than new ones, not like second class citizens.


I had the same thing happen to me. I wasn't expecting anything free but I sure wasn't expecting them to come back with a $500 price tag. So like you I went with Dish. I got two Hoppers and a joey. I have always loved Direct but that was the last straw. I'm loving the Hoppers. 4 TB total storage and the Prime Time Anytime is awesome. So basically we have 5 free tuners and Prime Time Anytime takes care of our regular channels. Not to bad.

All I was hoping for with Direct was a decent deal. I had been with them for years and also a premiere customer. Oh well it's only TV.

#229 OFFLINE   trh

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Posted 22 January 2013 - 05:14 PM

Just called in to renegotiate after our initial 2-year agreement ended. Originally had 2 HR-24s, 1 H-24, and 1 D-12. Called in and CSR could only offer $10 per month credit for 12 months - and $299 for upgrade to Genie, but said I could get a free upgrade to a 3rd HR-24 to replace the D-12. I considered this, but told them I still would be getting a significantly better deal by switching and had them transfer me to retentions. Retentions was able to get me the Genie for $49 + $49 installation AND the HR-24 for free (replacing D12 and H24). Additionally, I got an $18 credit/month for 12 months. I thought this was a fair offer and accepted. The whole call was pleasant and painless. I might have got a little more if I had really argued, but I felt this was a very fair offer, and I really didn't want to switch. We now will have 11 tuners which is complete overkill, but it doesn't cost any more, so what the heck:D. Hopefully this will help others when they call in.



Welcome jeffdi89! Sounds like you got a very good deal. My concern would be their offer for a free HR24. DirecTV considers all their HD DVRs (HR2X series) as 'equals' and their system can't specify what type of HD DVR to deliver. The Retention department does have more flexibility in what they do, but I'm not sure about this. Did they confirm your order? Did you get anything in writing? I do hope you get your HR24.

11 tuners "complete overkill"? Not around here!

#230 OFFLINE   jeffdi89

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Posted 22 January 2013 - 05:53 PM

Welcome jeffdi89! Sounds like you got a very good deal. My concern would be their offer for a free HR24. DirecTV considers all their HD DVRs (HR2X series) as 'equals' and their system can't specify what type of HD DVR to deliver. The Retention department does have more flexibility in what they do, but I'm not sure about this. Did they confirm your order? Did you get anything in writing? I do hope you get your HR24.

11 tuners "complete overkill"? Not around here!


Thanks! And you are correct. They did not specify the HR24, so I may get any HR2X. But that is ok with me. I really just asked whether I should get a C31 client in order to replace the H24 (so I could pause live TV) and she offered the free upgrade to the HD-DVR. I figured that was better than the client in any case, so said ok.

#231 OFFLINE   trh

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Posted 22 January 2013 - 06:18 PM

Great. Just didn't want you to be upset if you didn't get a 24.

I'm assuming they are coming out to do the install (it looks like they have to upgrade you to a SWiM16 because of your 11 tuners). That is good because I think your chances of getting a new HR24 is better from the truck than having DirecTV mail you one.

(I'll have to CC this to my family: they don't think I can be 'nice' to someone from GA! :) )

#232 OFFLINE   jeffdi89

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Posted 22 January 2013 - 06:27 PM

Yes, they are coming to install Friday and will have to upgrade the SWiM. And appreciate the response, especially from a "Gator.":lol:

#233 OFFLINE   charlie460

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Posted 22 January 2013 - 07:19 PM

How can they offer a HR34 for $299 for existing customers when I can purchase it myself from eBay for $250 shipped?

#234 OFFLINE   goinsleeper

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Posted 22 January 2013 - 08:26 PM

How can they offer a HR34 for $299 for existing customers when I can purchase it myself from eBay for $250 shipped?


Fine print? You will not own the receiver. I would also check the receiver ID with D* to make sure it's something you can actually add to your account.

#235 OFFLINE   Racer88

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Posted 22 January 2013 - 09:23 PM

PFFFT, Just made my first swing and all they'd come off of is a 100 bucks (for self install no less) Hell that should automatically be worth another 50 off at the very least....but nooooooooo.....

#236 OFFLINE   dpeters11

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Posted 22 January 2013 - 09:55 PM

And to think I paid $400 plus shipping and was happy...

#237 OFFLINE   goinsleeper

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Posted 22 January 2013 - 10:44 PM

And to think I paid $400 plus shipping and was happy...


That's because you have values!

I don't think it's wrong to ask for a deal but to get upset when you have to pay the going rate for something is, as said many times, just self-entitlement.

#238 OFFLINE   machavez00

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Posted 23 January 2013 - 09:36 PM

I'm off contract, so no ETF to worry about. I have Dish and Cox advertising free whole home DVRs. CenturyLink is also bringing their PRISM TV service to Phoenix. that will make three offering freebies to switch. Should I wait until after the baptism, go to the mattresses, or Louie's in the Bronx?

#239 OFFLINE   dpeters11

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Posted 23 January 2013 - 09:42 PM

I think Cox uses Scientific Atlanta. I wouldn't wish one of those boxes on someone I don't like.

#240 OFFLINE   machavez00

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Posted 23 January 2013 - 10:01 PM

I think Cox uses Scientific Atlanta. I wouldn't wish one of those boxes on someone I don't like.

I thought SA was bought by Motorola.

#241 OFFLINE   dpeters11

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Posted 23 January 2013 - 10:07 PM

Nope, Cisco bought it in 2006 for $7 billion. There were rumors last year that they were looking to sell it, like they potentially are with Linksys, but they denied it.

#242 OFFLINE   grecorj

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Posted 24 January 2013 - 04:22 PM

Just got off the phone with DTV.

I asked if they had any deals on Genie?

I was offered Genie for $49 ($299 regular price - $250 discount).

I asked if it could just be shipped to me and I would do the swap? I was told no, but he could waive the $49 installation fee.

I declined at this point.

1) I think swap will be easier for me in summer time ... most of the network shows will have ended and I can shift everything else to one of my 2 DVR's so that one can be easily swapped with the Genie and miss a lot of stuff we've recorded.

2) I really don't want to sit around waiting for a tech; this is almost a dealbreaker for me. If they can't ship it directly, I will likely hold off longer.

The rep said he couldn't ship it to me b/c the tech would be bringing me "paperwork" to sign for the new 2 year agreement. That's BS. I've agree to a new 2 year term plenty of times in the past over the phone.

Overall a pleasant and short convo: 9 minutes.

Why do I feel I always do better when I get a US female rep? (it was a guy this time)
HR34-700 --> HDMI --> Sony KDL-46EX501
HR24-500 --> HDMI --> Sony KDL-32EX401
HR24-500 --> HDMI --> Samsung LN19A450C1D (only 1 tuner active)

DIRECTV customer since Feb 2002
HD, WHDVR and ICK since Aug 2010
P.I.T.A. since birth :)

#243 OFFLINE   goinsleeper

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Posted 24 January 2013 - 05:17 PM

The rep said he couldn't ship it to me b/c the tech would be bringing me "paperwork" to sign for the new 2 year agreement. That's BS. I've agree to a new 2 year term plenty of times in the past over the phone.


You're currently at 5 tuners and adding a Genie to replace your hd receiver would put you at 9 tuners. They would send a technician out because they would need to upgrade you to a SWM-16. Paperwork has nothing to do with it. You'll need a technician reguardless based on your tuner count.

#244 OFFLINE   dpeters11

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Posted 24 January 2013 - 05:19 PM

He was going to swap, not add, so tuner count wasn't an issue.

But yeah, contract has oohing to do with it. I got a genie, self installed, didn't sign anything and am under contract. But I didn't get it from DirecTV. They do tend to want an installer to do it, even though in a SWM environment with a SWM LNB it's simple. I can see if someone has a SWM 16, they might overload one side.

#245 OFFLINE   goinsleeper

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Posted 24 January 2013 - 05:52 PM

He was going to swap, not add, so tuner count wasn't an issue.

But yeah, contract has oohing to do with it. I got a genie, self installed, didn't sign anything and am under contract. But I didn't get it from DirecTV. They do tend to want an installer to do it, even though in a SWM environment with a SWM LNB it's simple. I can see if someone has a SWM 16, they might overload one side.


He didn't specify which receiver he would be upgrading to the genie. If it was one of the HR-24's it would keep him inside the tuner count for the SWM-8. He probably does not want to give up one of the DVR's as no client was mentioned.


EDIT: re-read and saw one of the DVR's being upgraded.

Only thing I can guess on not shipping it is their ordering system seeing that many tuners being used and sending a tech out would keep there from being any issues.

Maybe call again and specify you want to upgrade one of your DVR's to the genie and see if you get the same result.

#246 OFFLINE   otaliema

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Posted 25 January 2013 - 03:12 PM

Another thing that can hold up a self install is no CCK or no broadband contact from HDDVR's on the account. as the Genie requires one to be on the account for proper/full operation of the unit.
Honestly if I had the change to get a genie free i wouldn't replace a HDDVR i'd replace the HD unit till i hit the 16 tuner cap but i'm a recording nut

I am a former DIRECTV employee however all statements opinions, views, expressions, etc, are entirely my own even if logic says otherwise.

They DO NOT reflect on DIRECTV and or any partner, affiliated company's, polices, processes, opinions, or things that are not listed here.

Set up. HR24-200, HR24-200, HR22-200, H23-600. Whole Home, BBCCK, SL3 SWiM.

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#247 OFFLINE   goinsleeper

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Posted 25 January 2013 - 05:30 PM

Another thing that can hold up a self install is no CCK or no broadband contact from HDDVR's on the account. as the Genie requires one to be on the account for proper/full operation of the unit.

The genie doesn't require a connection kit or broadband internet connected. The account is required to have a SWM installed, and if one is not, including the connection kit will apply a SWM to the work order for the technician.
Your comment would imply that those who want the genie could not have it without having active internet.

Honestly if I had the change to get a genie free i wouldn't replace a HDDVR i'd replace the HD unit till i hit the 16 tuner cap but i'm a recording nut


+1 agreed

#248 OFFLINE   smegma11

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Posted 26 January 2013 - 09:10 AM

I've had my Genie DVR and client for 3 months and it's going back. It's true it will record 5 channels at once and it's a nice looking piece of equipment but they haven't got it working quite right yet.
The mpg decoder in it is horrible. I have a $2000 tv and in dark pictures the fog in the picture is so annoying from the mpg decoder trying to figure out how dark it should be.
The dtv everywhere will not work on my iphone. If I delete the DTV app and re-install, it will work 1 time then never again. I have spent hours talking to tech support but all they can say is "Are you on the right network?" They don't write the apps and don't have any way to give tech support on them.
The client is the worst. It has to be reset everyday because it stops working with the remote. You push channel up and it acts like you're holding the button down constantly. You give it a quick button push and sometimes it's 25 seconds before it changes channel. A reset fixes it instantly but takes a minute.
The sound from the client will often times be very choppy like you're talking through a fan.
And then , after 4 hours it freezes and has to be powered down.
I have cancelled DTV before and what a pain. I am taking a couple months this time to set myself up.
I had a bad unit before that they replaced and without telling me they extended my contract 2 years. So when my original contract was up and I tried to cancel she said I owed a cancellation fee because of the extension. I explained to her what happened and she said she would fix it.
DTV has their own personal debt collection team and it wasn't 6 days before they were calling me every day saying I owed them $230 when actually they owed me $31. It was a nightmare.
I have only had service with them 3 months this time so I have to cancel my auto pay and cancel the accounts I use to pay them. They will most assuredly try and take what they think I owe them before I get a final bill and am offered a chance to look it over.
I told myself 4 years ago I would never use DTV again. It's my own fault.

#249 OFFLINE   grecorj

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Posted 01 February 2013 - 04:11 PM

Just got off the phone with DTV.

I asked if they had any deals on Genie?

I was offered Genie for $49 ($299 regular price - $250 discount).

I asked if it could just be shipped to me and I would do the swap? I was told no, but he could waive the $49 installation fee.

I declined at this point.

1) I think swap will be easier for me in summer time ... most of the network shows will have ended and I can shift everything else to one of my 2 DVR's so that one can be easily swapped with the Genie and miss a lot of stuff we've recorded.

2) I really don't want to sit around waiting for a tech; this is almost a dealbreaker for me. If they can't ship it directly, I will likely hold off longer.

The rep said he couldn't ship it to me b/c the tech would be bringing me "paperwork" to sign for the new 2 year agreement. That's BS. I've agree to a new 2 year term plenty of times in the past over the phone.

Overall a pleasant and short convo: 9 minutes.

Why do I feel I always do better when I get a US female rep? (it was a guy this time)


FOLLOW-UP

Called back today at 4:56pm. (Got a female CSR.) Asked what it would cost to add Genie Home Media Center to my account?

FREE

Asked if they would have to install or could they just ship?

She asked if I was replacing one of the DVRs on the account and I said yes (so total # of tuners would be 8, not 9).

She said yes they will ship (FREE), no install required.

24 month commitment required, of course. I was currently out of commitment. Not a problem -- I've been with DTV for > 10 years, another 2 won't kill me.

Had order # by 5:03

Another 4 minutes to finish confirmation with "3rd party" and agree to 24 mo commitment.

Less than 10 minutes on the phone.

Will get HR-34 in 2-5 business days (FedEx).

Can't wait.
HR34-700 --> HDMI --> Sony KDL-46EX501
HR24-500 --> HDMI --> Sony KDL-32EX401
HR24-500 --> HDMI --> Samsung LN19A450C1D (only 1 tuner active)

DIRECTV customer since Feb 2002
HD, WHDVR and ICK since Aug 2010
P.I.T.A. since birth :)

#250 OFFLINE   goinsleeper

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Posted 01 February 2013 - 09:39 PM

CSR roulette at it's finest? Grats on the upgrade!




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