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Guest Message by DevFuse

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Existing Customers going to Genie


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342 replies to this topic

#26 OFFLINE   montanaxvi

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Posted 31 October 2012 - 01:47 PM

So I think I am up in early November. My installation was on November 6 2010 so I'm assuming it expires that day. Do i need to wait until that day or should I call now? I know it's only a week.


It's just a week, worth a shot and see what they say.

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#27 OFFLINE   Laxguy

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Posted 31 October 2012 - 03:20 PM

Yes, and good luck!
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#28 OFFLINE   cyclone27

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Posted 01 November 2012 - 09:49 AM

I was thinking about going to the Genie, but I'm not sure how I would go about it. I have 2 HR-24s and 2 H-24s. Could I just replace one of my H24s with the Genie? Or do I need the C31s to have it work correctly?
5-6 tuners would be fine for me. Thanks.

#29 OFFLINE   Laxguy

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Posted 01 November 2012 - 09:56 AM

I was thinking about going to the Genie, but I'm not sure how I would go about it. I have 2 HR-24s and 2 H-24s. Could I just replace one of my H24s with the Genie? Or do I need the C31s to have it work correctly?
5-6 tuners would be fine for me. Thanks.


You don't need c31's, and with the Genie and an HR24, you'd have seven tuners for recording, and two more for live watching. You'd need a new SWiM to handle 9 tuners, but if you had the 31s, you'd be fine with what you have, assuming you're on Whole home now.
"Laxguy" means a guy who loves lacrosse.

#30 OFFLINE   cyclone27

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Posted 01 November 2012 - 10:02 AM

You don't need c31's, and with the Genie and an HR24, you'd have seven tuners for recording, and two more for live watching. You'd need a new SWiM to handle 9 tuners, but if you had the 31s, you'd be fine with what you have, assuming you're on Whole home now.


Thanks. Yes. I have whole home now.

#31 OFFLINE   Rugged

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Posted 01 November 2012 - 12:18 PM

I called yesterday and the installer just left. I'm a 10yr customer and I had a year left in my current contract.

genie $299.00
install $49.00
credit $(250.00)
$98.00 total plus tax
plus HD fee free for a year so that's $10x12=120
plus Showtime, Starz, Encore free for 6 months.

net cost is $-22 and a new 2yr contract
__________
What else is there to say....

#32 OFFLINE   smitbret

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Posted 01 November 2012 - 12:28 PM

You don't need c31's, and with the Genie and an HR24, you'd have seven tuners for recording, and two more for live watching. You'd need a new SWiM to handle 9 tuners, but if you had the 31s, you'd be fine with what you have, assuming you're on Whole home now.


Keep in mind that the upgraded SWM16 that will be needed to handle 9 tuners will also require you to run 4 coax cables from the dish into the house.

I was going to replace one of my 2 H24s with an HR34 to go with my 2 HR24s, but when the installer got there to install I passed and went with a 3rd HR24. I kind of wish I'd have thought to just put one of the HR24s into single tuner mode, but I brain farted.

#33 OFFLINE   Datagg

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Posted 02 November 2012 - 12:47 AM

Contract was up. mentioned the hopper.. Free Genie installed the very next day. $25.00 instal as it was just a swap. Sometimes life is good.

#34 OFFLINE   trh

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Posted 02 November 2012 - 06:04 AM

Keep in mind that the upgraded SWM16 that will be needed to handle 9 tuners will also require you to run 4 coax cables from the dish into the house.

To clarify this a bit, you need four coax going from the dish to the SWiM16 location, not necessarily inside the house. My 16 is about 6' below the dish on an exterior wall, so the four wires are all located outside.

#35 OFFLINE   TDK1044

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Posted 02 November 2012 - 07:30 AM

So, I have my install tomorrow. I currently have whole home with three HD DVRs and a SWM8 switch. I will be giving those three boxes back, and adding 1 HR34 and one Genie client. Will he need to run additional cables?

#36 OFFLINE   spartanstew

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Posted 02 November 2012 - 07:57 AM

No

I'm sure Directv can't wait to get their hands on your unit.

 
Directv customer since 2000

#37 OFFLINE   bainbridgematt

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Posted 12 November 2012 - 03:32 PM

Contract was up. mentioned the hopper.. Free Genie installed the very next day. $25.00 instal as it was just a swap. Sometimes life is good.


Must be nice. After 1:15 on the phone with them I got nowhere. My contract is up, but I have only been a customer for 2 years (sporting a HR21 (POS), one HD and one SD receiver with Whole Home DVR)

Summary of what happened........

Called and talked to a rep. Told me it would be $147 to swap out my current HR21 (old piece of crap that is very bad) and my one SD receiver and my one HD receiver for a Genie and 2 genie clients. I said I would have to think that over and talk it over with my wife. He said OK and then put me on hold and came back and said he could actually get me everything for just the $49 install fee. I said sure. Let's do that. Then he said he could also give me an $18/month for 6 months programming credit and Sunday Ticket for the rest of the year. I'm thinking "great" this will keep me with directv and we'll be good to go.

Then the trouble began....He transferred me over to third party verification where they started to go through the description of what I would get and they didn't say anything about the two clients so I stopped them and told them what the original rep said. After a lengthy discussion the rude verification rep that was very confrontational, she transferred me to someone else (presumably back with order processing). I was in the process of discussing what had happened and that person was looking at stuff when we got disconnected (not sure if it was on my phone or their phone). Took 45 minutes for that sequence to occur.

Called back. Talked to a very nice rep that then told me they original guy was incorrect and they couldn't offer me a discount on the Genie at all. All they could offer was another HD-DVR to replace my standard def receiver and a replacement of the HR-21 that is a POS. I asked "what receivers will I get?" and I got the standard DirecTV line about how they can't guarantee the equipment models. The only fee for all of this would be the install fee. He quoted me about $500 to get me what the original rep had offered for just the $49 install and kept feeding me a line about how they are not allowed by directv to offer hardly any credit for the genie even 10+ year customers (a line which is clearly false based on this board). I told him I would talk this all over with my wife and get back to them. This conversation took another 30 minutes.

So after an 1:15 I am right back where I stared. In the end I feel like DirecTV has taken me to the cleaners again and as much as I despise Time Warner they may win our business by simply delivering on what they say.

So after that rant, can anyone offer any advice.

*********Update*********
So I sent an email to the customer advocate group and got a call back right away. They are replacing my HR21 without re-upping my contract. She also offered to replace my SD receiver with the Genie for just the install fee. So I'll give directv some props for good customer service at the top. Wish we could have done it at a lower level, but the people at the top made it better.

Edited by bainbridgematt, 12 November 2012 - 06:15 PM.


#38 OFFLINE   Tonedeaf

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Posted 12 November 2012 - 05:00 PM

Had an order for an HR34 and 2 clients($0.00) that were set to be installed yesterday, but with the weather the tech was not able to install and re-peak my dish. Had a new roof put on Friday. Ending up cancelling the equipment upgrade and having them come out on Saturday morning to re-peak the dish.

Deciding to not sign up for another 2 years and keep my existing DVR's as is. Don't think I will be going anywhere, but I have options should I wish to leave.
Equipment
HR22-100(VOD/MRV) SWM/DECA connected via HDMI on Panasonic TC-P58S2
HR24-200(VOD/MRV) SWM/DECA connected via HDMI on Panasonic TH-50PZ85U
HR21-700(VOD/MRV) W/AM21 SWM/DECA connected via HDMI to Sony KDL-46V3000
HR22-100(VOD/MRV) SWM/DECA connected via HDMI to Westinghouse 37"LCD
H24-200 SWM connected via HDMI to Samsung 24" LCD

AU9 Dish , SWM-16, SWS-8 Splitter

#39 OFFLINE   nalgon

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Posted 12 November 2012 - 07:10 PM

Hi bainbridge. Can you send please send me the email of the customer advocate group
Thanks

#40 OFFLINE   TDK1044

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Posted 14 November 2012 - 11:21 AM

Excellent HR34 install and tech. It took him about 20 minutes to install and activate the HR34 and the Genie client. Then he deactivated my three old HR24 Whole Home DVRs, which I confirmed on my i-pad app. He even took the three HR24 DVRs with him when he left so that I didn't even need to arrange for boxes to be sent to me. :)

#41 OFFLINE   smitbret

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Posted 14 November 2012 - 03:22 PM

Excellent HR34 install and tech. It took him about 20 minutes to install and activate the HR34 and the Genie client. Then he deactivated my three old HR24 Whole Home DVRs, which I confirmed on my i-pad app. He even took the three HR24 DVRs with him when he left so that I didn't even need to arrange for boxes to be sent to me. :)


Keep tabs on your account. Occasionally, the techs take their time in getting the deactivated IRDs back into the system and I have seen customers get billed non-returned receiver fees. It happens maybe 1 time out of 1000 or even less often, but it does happen. As a customer, I will always return the IRDs myself rather than give them to the tech. I have more incentive to get them back quickly.

#42 OFFLINE   Steve Robertson

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Posted 16 November 2012 - 10:02 AM

Just got mine for free install is tomorrow can't wait I love new toys.I also got HD free for a year and 10.00 off my programing package what a great day for me with D*

#43 OFFLINE   Dmtalon

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Posted 16 November 2012 - 01:43 PM

Just got mine for free install is tomorrow can't wait I love new toys.I also got HD free for a year and 10.00 off my programing package what a great day for me with D*


How many Receivers/tuners did you have before? What package(s) do you have?

I just spent nearly an hour on the phone with who said he was retention. The best deal I could get was $200 for a HR34+ New HDDVR (and associated HW + installation). This is down from the $347 I was offered for the same earlier in the week.

I'm fairly certain at this point, I'm going to switch to Dish. I've been with Directv for a while (2002 I think) and I have a HR20 and HR21 (activated 2007/2008 respectively).

I specifically told him that if I call back to cancel because I've signed up for dish, and the "real offer" comes out, it will be too late. He swore up and down that I would not be able to get a better deal based on my account standing.

10 years
Choice package
HD Package
Rent nearly every UFC fight
No late bills.


Dish would be free hopper + one Joey, all the same channels for $35/mo for 12 mo and then up to 59/mo after that putting my bill to about what it is now/mo.

#44 OFFLINE   Steve Robertson

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Posted 16 November 2012 - 02:09 PM

How many Receivers/tuners did you have before? What package(s) do you have?

I just spent nearly an hour on the phone with who said he was retention. The best deal I could get was $200 for a HR34+ New HDDVR (and associated HW + installation). This is down from the $347 I was offered for the same earlier in the week.

I'm fairly certain at this point, I'm going to switch to Dish. I've been with Directv for a while (2002 I think) and I have a HR20 and HR21 (activated 2007/2008 respectively).

I specifically told him that if I call back to cancel because I've signed up for dish, and the "real offer" comes out, it will be too late. He swore up and down that I would not be able to get a better deal based on my account standing.

10 years
Choice package
HD Package
Rent nearly every UFC fight
No late bills.


Dish would be free hopper + one Joey, all the same channels for $35/mo for 12 mo and then up to 59/mo after that putting my bill to about what it is now/mo.


When I called and got the automated system I said cancel and it brought me to this rep that was like no problem this is your lucky day. I have about a 100.00 a month bill not sure what package but have 3 boxes and free NFL ST as well. I would try back and try the cancel thing and see what happens.

Good Luck and remember the grass isn't always greener on the other side

#45 OFFLINE   Dmtalon

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Posted 16 November 2012 - 02:21 PM

When I called and got the automated system I said cancel and it brought me to this rep that was like no problem this is your lucky day. I have about a 100.00 a month bill not sure what package but have 3 boxes and free NFL ST as well. I would try back and try the cancel thing and see what happens.

Good Luck and remember the grass isn't always greener on the other side


I would strictly be jumping ship for the $$ not because I think Dish is going to be better. I hope for similar service quality.

I just want New equipment, and not pay through the nose. If I have to pay $200+ then I don't want to be under contract. It feels like they're squeezing from both ends. Either subsidize my equipment (which I'm likely to keep for another 5 years) and put me under contract or make me pay and don't.


P.S I did say cancel at the automated prompt.

#46 OFFLINE   Steve Robertson

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Posted 16 November 2012 - 02:27 PM

I would strictly be jumping ship for the $$ not because I think Dish is going to be better. I hope for similar service quality.

I just want New equipment, and not pay through the nose. If I have to pay $200+ then I don't want to be under contract. It feels like they're squeezing from both ends. Either subsidize my equipment (which I'm likely to keep for another 5 years) and put me under contract or make me pay and don't.


P.S I did say cancel at the automated prompt.


I would call back again it took 4 calls for me to get ST free this year. You have to play CSR roulette sometimes but I think most agree it does work. I would also mention you saw on the internet that people were getting it for free. I try to be real nice to them and get them to want to help you out.

#47 OFFLINE   Dmtalon

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Posted 16 November 2012 - 02:55 PM

I would call back again it took 4 calls for me to get ST free this year. You have to play CSR roulette sometimes but I think most agree it does work. I would also mention you saw on the internet that people were getting it for free. I try to be real nice to them and get them to want to help you out.


I appreciate your feedback. I have generally been very happy with DTV and they have always been nice to me. I do believe that the people that always have problems with everyone are in reality the actual problem. I always try to treat any csr with honesty because it just works.

I'll try one more time before I call Dish. (Will be call #3)

#48 OFFLINE   Curtis0620

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Posted 16 November 2012 - 03:16 PM

Mention that you are looking at the Hopper and DISH.
HR34-700
HR24-200
HR24-200

#49 OFFLINE   Steve Robertson

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Posted 16 November 2012 - 03:46 PM

I appreciate your feedback. I have generally been very happy with DTV and they have always been nice to me. I do believe that the people that always have problems with everyone are in reality the actual problem. I always try to treat any csr with honesty because it just works.

I'll try one more time before I call Dish. (Will be call #3)


Good Luck

#50 OFFLINE   Dmtalon

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Posted 16 November 2012 - 05:36 PM

I guess another unsuccessful call. I called, explained what I wanted and after being put on hold for about a solid 5 minutes he came back with a $149 for everything installed. That is a Genie and the client (CL31?). I don't really need a second DVR so that is what I was originally after.

I explained to him that I could (and would) switch to Dish for free, and even save some money for the next 12 months. I explained that I talked to someone today that got the deal I wanted for free.

He seemed to believe me, and understand, but wouldn't go below $149. I did ask him about what I needed to do once I schedule my Dish install.

I made it clear that after I hung up, and called Dish to set up an appointment for their install, there would be nothing they could do to sway me back. He said he understood, and that price he gave me would be good for 5 days.

Closer but still don't understand why some get free, others don't.




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