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Existing Customers going to Genie


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#51 OFFLINE   RD in Fla

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Posted 17 November 2012 - 11:49 AM

I was offered a free HR34 when I called to get ST a few months ago. I declined when they informed me self install was not an option. I've always installed my own Directv equipment since 1995. Ordered an HR34 from Solid Signal for $349 on Thursday along with a SWM 16 from EBay. I will install Thanksgiving week. Paying for equipment is worth it to me to avoid the CSR and Tech roulette that is so well documented here.

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#52 ONLINE   inkahauts

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Posted 17 November 2012 - 04:47 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.


Curios, when was the last time you got any discount from them? And how often do you call to get discounts?

#53 OFFLINE   Dmtalon

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Posted 17 November 2012 - 06:49 PM

Curios, when was the last time you got any discount from them? And how often do you call to get discounts?


I found out that I do have two "discounts" right now that are about to expire in 2 months (so 10 months ago). The last "favor" I got from directv was about 3-4 months ago we called because of signal issues. They sent someone out for "free" because we've been with them for a while.

I do tend to watch for monthly discounts, and rarely accept any of the "free for 3 months" deals.

#54 OFFLINE   Steve Robertson

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Posted 19 November 2012 - 12:55 PM

I also had a discount going not sure why they played hardball with you if it were I I would keep calling if I really wanted to stay with D*

Good luck with Dish and hope you enjoy it.

#55 ONLINE   Jacob Braun

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Posted 19 November 2012 - 01:02 PM

I was offered a free HR34 when I called to get ST a few months ago. I declined when they informed me self install was not an option. I've always installed my own Directv equipment since 1995. Ordered an HR34 from Solid Signal for $349 on Thursday along with a SWM 16 from EBay. I will install Thanksgiving week. Paying for equipment is worth it to me to avoid the CSR and Tech roulette that is so well documented here.


I just find it hard to understand why someone would pay $349 for the HR34 + the cost of a SWM16 ($100 or less if you got it on ebay? so around $450/500?) when they would have given you the HR34 free. You have a two year commitment either way.

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#56 OFFLINE   j2fast

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Posted 19 November 2012 - 01:37 PM

I just find it hard to understand why someone would pay $349 for the HR34 + the cost of a SWM16 ($100 or less if you got it on ebay? so around $450/500?) when they would have given you the HR34 free. You have a two year commitment either way.


If only that were all true all the time given similar circumstances. The same person can call in 5 times and get 5 different offers. There's definitely no guarantee that RD would have been offered a free HR34 or even discounted for that matter.

The whole system is beyond frustrating because of the wild inconsistency. More than once I've considered just hitting Solid Signal myself for the same reasons stated by RD. I might come out ahead playing roulette with the CSR's but at the expense of how much time and frustration. Plus I've had some bad install experiences in the past, the extra expense pretty close to worth it for me just not to have to deal with the quality of techs that have been to our place in the past...
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#57 ONLINE   Jacob Braun

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Posted 19 November 2012 - 03:28 PM

If only that were all true all the time given similar circumstances. The same person can call in 5 times and get 5 different offers. There's definitely no guarantee that RD would have been offered a free HR34 or even discounted for that matter.

The whole system is beyond frustrating because of the wild inconsistency. More than once I've considered just hitting Solid Signal myself for the same reasons stated by RD. I might come out ahead playing roulette with the CSR's but at the expense of how much time and frustration. Plus I've had some bad install experiences in the past, the extra expense pretty close to worth it for me just not to have to deal with the quality of techs that have been to our place in the past...


That's actually an excellent point, regarding inconsistency. Sigh.

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#58 OFFLINE   trh

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Posted 19 November 2012 - 07:09 PM

There's definitely no guarantee that RD would have been offered a free HR34 or even discounted for that matter.


Certainly there is no guarantee, and calling multiple times often gets you multiple answers. But in this case, he was offered a free 34 along with ST. He declined because they wouldn't let him do a self-install.

I was offered a free HR34 when I called to get ST a few months ago. I declined when they informed me self install was not an option. I've always installed my own Directv equipment since 1995. Ordered an HR34 from Solid Signal for $349 on Thursday along with a SWM 16 from EBay. I will install Thanksgiving week. Paying for equipment is worth it to me to avoid the CSR and Tech roulette that is so well documented here.



#59 OFFLINE   Dmtalon

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Posted 20 November 2012 - 12:49 PM

Yesterday I signed up for Dish. 1 Hopper, and 2 Joey's no cost to me for hardware or install. When everything is all said and done my Monthly bill will be pretty similar to my current DTV bill (after my 12mo promotion price) that has $18 in monthly discounts.

After setting up my account and scheduling my Install date, I called DTV to have my service cancelled on the same day. This would now be the 4th retention agent I talked with in the last 7 days. He told me the $149 I was offered last time didn't include the *required* cinema kit. The best he could come up with was in the neighborhood of $16X.

I let him know my call wasn't a ploy to get a better price. That I had already signed up for Dish based on my previous call to them. In the end it appears they lost me as a 10 year customer over an equipment upgrade. The Retention CSR was very polite and seemed concerned about not being able to get me the deal, but was unwilling to step out of bounds to match what I could get by changing providers.

So, I'll have new equipment (certainly better than what I have now, and depending on who you ask, not as good or better than the Genie). a new 24mo agreement with the first 12 months at a decent discounted rate.

Hopefully all goes well...

#60 OFFLINE   Smitty20

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Posted 20 November 2012 - 01:43 PM

Called today. Said the Hopper sounded like a good solution for my set-up, but I heard the Genie could do the same thing and that I would rather stay with DTV if I could.

CSR checked me account. Came back with Genie and 2 clients with installation for free. Will combine with 2 legacy HD-DVRs.

#61 OFFLINE   haas

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Posted 20 November 2012 - 02:13 PM

This is so goofy to me. Why can't this be consistent, Black and white pricing???

#62 OFFLINE   Dmtalon

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Posted 20 November 2012 - 02:36 PM

This is so goofy to me. Why can't this be consistent, Black and white pricing???


Yep, Doesn't make sense that an existing customer entering into a new 2 year contract wouldn't be treated exactly the same as a new customer (or BETTER). The 2y contract is designed to pay for any subsidies of that equipment. That brings you back to square one.

They are just betting you won't bother leaving.

#63 OFFLINE   Beerstalker

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Posted 20 November 2012 - 03:29 PM

This is so goofy to me. Why can't this be consistent, Black and white pricing???


Because not everyone has the exact same channel package, number of receivers, etc.

Which makes more sense to you, give a $100 discount to someone who you only make $5/month off of in order to keep them as a customer. Or give a $100 discount to someone you make $20/month off of to keep them? Personally I'd be much more likely to give the second customer the discount, and I hope that any for-profit business would come to the same conclusion.
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#64 ONLINE   Jacob Braun

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Posted 20 November 2012 - 04:48 PM

Called today. Said the Hopper sounded like a good solution for my set-up, but I heard the Genie could do the same thing and that I would rather stay with DTV if I could.

CSR checked me account. Came back with Genie and 2 clients with installation for free. Will combine with 2 legacy HD-DVRs.


I see you're in Texas. Do you have the Protection Plan?

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#65 OFFLINE   Smitty20

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Posted 20 November 2012 - 06:53 PM

I see you're in Texas. Do you have the Protection Plan?


Nope.

#66 OFFLINE   mitchflorida

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Posted 21 November 2012 - 02:56 PM

Which makes more sense to you, give a $100 discount to someone who you only make $5/month off of in order to keep them as a customer. Or give a $100 discount to someone you make $20/month off of to keep them? Personally I'd be much more likely to give the second customer the discount, and I hope that any for-profit business would come to the same conclusion.



Do you seriously think that DirecTV has any customers that it only makes $5 a month on? After the first year, I am guessing DTV probably makes at least $30 on every customer, at the least.

#67 OFFLINE   RD in Fla

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Posted 21 November 2012 - 06:15 PM

I just find it hard to understand why someone would pay $349 for the HR34 + the cost of a SWM16 ($100 or less if you got it on ebay? so around $450/500?) when they would have given you the HR34 free. You have a two year commitment either way.


In addition to those reasons I already mentioned, personal preference and the joy of doing things myself. I could protest the current Directv model of no self-installs but that is the company's preference. Two years doesn't matter, been a customer since 1995 and I'm not going anywhere. Probably not economically sensible (it's just money and what entertainment is a sensible investment?) but the peace of mind is priceless. Did my self-install today. Had to put the old LNB back on the dish (I had installed a SWiM LNB a few years ago) so I would have four inputs into the SWiM 16. Moved a few receivers around and installed the Genie. Called to activate and everything is great. What a nice machine. The wife, daughter and myself are thrilled that we now have nine available tuners to record on. No more recording conflicts. :)

#68 OFFLINE   Tremaine

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Posted 23 November 2012 - 01:18 PM

I'm a 12 yr customer with an old HR20 and HR21... I called in to see what offer I could get. I told the CSR that I was looking at the great deal on the Hopper and what could they offer on the Genie to keep me from leaving.

He offered me the HR34 ($299), whole home kit? ($99), 1 client (free) and the install (free)... He then said he could throw in some free programming (Showtime for 3 months). Does this sound OK? I think I might be able to negotiate a little more, right?

#69 OFFLINE   Davenlr

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Posted 23 November 2012 - 01:20 PM

That's basically full price. Id go with the free Hopper if that is what Dish is offering.
After two years with Dish, then DirecTv will probably give you a free HR34 to come back.

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#70 OFFLINE   Tremaine

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Posted 24 November 2012 - 02:43 PM

Well, its definitely a game of roulette. I posted above about getting a very standard offer for upgrading to a Genie, despite a long history and very few upgrades in the past... Well, I called a second time last night and very nicely explained to the CSR that I thought that the Hopper was too good of an offer to pass up, and that I was disappointed that Directv wasn't offering the Genie for a better price to long time customers. She quickly transferred me to an "Equipment specialist" who I assume was Retention. He listened to my previous offer and said, "Lets see if we can't do something better than that."

He put me on hold for a few minutes and came back to tell me he could offer me the Genie for $99, and all other equipment and install for free. As well, he said he would give me a $15 a month credit for 12 months. Obviously I jumped at it, since it does not sound like too many people have been getting deals like this.

I really think it is just dumb luck...

#71 OFFLINE   Steveb_77

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Posted 24 November 2012 - 02:55 PM

I called the other day and got the canned answer of $299 for the Genie. I really didn't fight too much as I was really just looking for a reason to stay as I'm already unhappy. Have been with DTV for about a year and it's been a poor experience from billing inconsistencies and the receiver's seem so sluggish and freeze all the time. I might be heading back to Dish.

#72 OFFLINE   evans5150

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Posted 24 November 2012 - 11:26 PM

STELLAR upgrade service in Reno today. I upgraded my HR20 to an HR34 and added the Whole Home upgrade for a total of $49 (install fee). I was using Whole Home for the past few years via ethernet and it was working fine but wanted to be legit. Guy came today and knew exactly what he was doing. His buddy showed up because he was done with his job early and helped out. I was also upgraded to a SWiM dish along with everything else and was up and running in 1 hour and 30 minutes. I have a smart panel in my central closet which probably helped with the install and I'm happy for that. Watching SJSU/LA Tech and ND/USC at the same time. Couldn't be happier!

#73 OFFLINE   lincolnnellie

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Posted 25 November 2012 - 12:32 PM

I just called and got HR34 swapped with a h23, plus switchover to deca from cat-6, free install, starz free for 6 months, whole home free for 3 months, and $15.00 credit a month for 12 months. Cost me $50.00 for the HR34, so basically I got $139.00 credit for new 2 year commitment.

The coolest part is that I get to keep my HR-21 and HR-22 so I will have 9 tuners on dvr!

I have a non SWiM system and am using cat-6 diy for the whole home. I am assuming they have to switch me to SWiM for the HR-34 and I told the CSR I want to be switched to DECA for the whole house. I am a bit worried about them switching me to DECA. Any way I can guarantee they do it or is it required for the HR-34?

#74 OFFLINE   detroitlions

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Posted 25 November 2012 - 09:43 PM

My two year contract expired a few days ago and I'm debating how to proceed before calling retentions. I presently have a H21 and two HR-24's. One of the HR-24's has a bad hard drive where I have to reset the receiver every time (it locks up after being on or off for several hours). I'm assuming using an external hard drive would fix this problem. If I get a Genie, would it be to my advantage to keep this HR-24 or should I just tell them its broken and have that swapped out with the Genie? My goal is to have as many tuners as possible. Thanks!

#75 OFFLINE   robd54

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Posted 26 November 2012 - 11:11 AM

I called them this weekend to see about swapping out my 6 year old HR20 that is crazy slow with anything and inquired about Genie. I have ST, package right under premier with HBO, protection plan, whole home, nomad, etc. We have 5 HD TV's, currently 2 HD DVRs and 3 regular HD boxes. The CSR was great, she said the normal price for genie is $349 and $99 per client and required cinema kit or whatever (even though I already have WHDVR) but would see how much she could write off. At this point I thought it was going to be ridiculous but she came back and offered me Genie, 4 clients, install, and cinema kit for free. So needless to say I jumped on that and they're coming Thursday to do the install. I had 1 year left on my contract, so it got extended to 2 total, and was already getting some discounts per month. She was very helpful. I prompted cancel at the voice prompts to get to retentions, but never mentioned it. Looking forward to the install.




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