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Free Genie upgrade to new customers, when do existing ones get that?


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#26 OFFLINE   grecorj

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Posted 12 February 2013 - 07:51 PM

Update response from DTV: all told for an upgrade to Genie (full price), SWM, Whole Home,client boxes, installation charge will cost me an out of pocket outlay of $990. No typo, you read that right. So much for long time loyalty. Told them forget it.


Unheard of. Especially if your history with DirecTV is as you originally stated. Even when I updated to HD 2 years ago I paid out of pocket $150 or so -- new dish, 2 hr24 DVRs, 1 h24 receiver, installation, cck, whole home. I think full price would have been $550 or so with installation. So I got a substantial discount with hardly a push from me on cost.

I believe the HR34 is $299 now (was $399) and the clients are $99. Installation is normally $49 and would include swm, dish, wiring.

How many clients did you order? I guess if you asked for 5 + genie + install, full price would come out to $850. Still, I can't imagine that you couldn't get genie + install for much much less. I don't know how much they'd help on 5 additional clients -- 1 or 2 I'm sure they would throw some credit your way, but maybe not for 4 or 5.

Edit: missed your post where you mentioned current equipment. Updated my post to reflect.
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 :)

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#27 OFFLINE   grecorj

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Posted 12 February 2013 - 08:01 PM

No more than the deep discounts they offer to new subscribers. I've seen HR34s(Genie) offered for either/or free/$99, free install, free swm install. My equipment: 3 HR24s,1 HR22, 1 HR21.


Then you should be just getting Genie + swm 16 I believe. No need for clients. Should be $299 + $49 install max. If you hesitate on price I would imagine they would waive install and drop Genie price by $100 VERY QUICKLY. if not, call back. Worth investing 10 minutes to save big money. Good luck.
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 :)

#28 OFFLINE   grecorj

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Posted 12 February 2013 - 08:03 PM

Now if you're someone who calls multiple times per year and asks for deals, price cuts, etc then what you were given may be all they are willing to offer you.


Nah. That's me and I have never been told "no". Not yet anyway. Not bragging, just saying the discounts are out there. Might take a few calls, with the investment of 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 :)

#29 OFFLINE   jjn

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Posted 12 February 2013 - 09:52 PM

It's called the "Persistency Discount"

#30 OFFLINE   johnp37

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Posted 12 February 2013 - 10:05 PM

Not true. There are a great number of posts on here where people have received different price quotes on each call.

Now if you're someone who calls multiple times per year and asks for deals, price cuts, etc then what you were given may be all they are willing to offer you.


In 17 1/2 years with DTV I have called a grand total of 2 times requesting, mind you, not demanding a break/discount on equipment. Honestly, I just don't care to go through the hassle of haggling with these people. I have 5 DVRs. If I wish to record more than two programs that happen to be on at the same time or overlap time periods, I'll just set up my other DVRs to resolve that issue.
I pick things up and I put them down

#31 OFFLINE   Rich

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Posted 13 February 2013 - 11:05 AM

I shouldn't have a problem then since I am going on 18 years with DTV with a perfect payment history and have had the premier tier of programming for at least 10 years. Should count for something.


They've offered me the 34 a couple times at no charge. In fact, they've offered me anything I want at no charge just to get me to re-up on my comittment.

I already have 24 tuners and don't see any reason to get one. As for the 2 tuner HRs going away, I kinda doubt that and would be very disappointed to see that happen. Using the 2 tuner HRs gives you more flexibility and more recording capacity. I also have 24TBs of capacity.

Put simply, I think my system is better than a couple (if we ever see two or more 5 tuner units allowed) 5 tuner HRs with receivers that aren't DVRs.

But, I might take a 44 when they offer me one at no charge...and they will, sooner or later.

Rich

#32 OFFLINE   Bill Broderick

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Posted 13 February 2013 - 11:39 AM

In 17 1/2 years with DTV I have called a grand total of 2 times requesting, mind you, not demanding a break/discount on equipment.


Sometimes, I think that being a maintenance-free, long-term customer who has never asked for anything ends up working against some of us. DirecTV really has no reason to assume that we're going anywhere else. So, we can get taken for granted.

I believe that, when you feel that you're being taken for granted, you need to go out of your way to make it known that you're considering other options. First get yourself to Customer Retention (who are the people who have the most leeway to make good offers) and tell them that you're considering a move to Dish because they are offering a real good deal on the Hopper. Then ask if DirecTV can make a similar offer.

#33 OFFLINE   gov

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Posted 13 February 2013 - 06:24 PM

I supervised (LOL) the HR34 upgrade today. Went well except for a defective SWiM LNB (took installer all of 5 minutes to isolate the problem and replace it) and there was quite a bit of coax in the basement, and we were careful.

HR34 and client lit up just fine, existing HDDVR (it was a 22, thot it was a 24) had it's list visible on other 2 machines. Cleared out a nest of modulators and install looks pretty good.

The AVR doesn't seem to be working, so it didn't matter old DVR had optical audio out and new one is coax and the AVR is out of the right type of jack. I'll see if my client wants a new AVR or a soundbar of some type.

I did reset one remote to AV1 to operate the client, I don't think there would be much chance it might try to operate HR34 in living room, but why take the chance.

No extra charges, install went well and client happy with the deal.


And I got to keep the bricked HR20, :eek2:

#34 OFFLINE   wingrider01

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Posted 14 February 2013 - 06:10 AM

Sometimes, I think that being a maintenance-free, long-term customer who has never asked for anything ends up working against some of us. DirecTV really has no reason to assume that we're going anywhere else. So, we can get taken for granted.

I believe that, when you feel that you're being taken for granted, you need to go out of your way to make it known that you're considering other options. First get yourself to Customer Retention (who are the people who have the most leeway to make good offers) and tell them that you're considering a move to Dish because they are offering a real good deal on the Hopper. Then ask if DirecTV can make a similar offer.


disagree, out side of service calls under the PP, I have called a total of 4 times since 1996 for upgrades, never had to go to retention, the first csr I talked to was able to offer the deal that I could accept

#35 OFFLINE   Shaqdan

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Posted 21 February 2013 - 08:01 AM

I called yesterday to cancel my DirecTV, since I still cannot watch Rockets games in Houston. In the end, I got offered a free Genie, free install, and $15 off my bill for 18 months. I didn't have to do any customer service roulette, I just called, said "CANCEL" and talked to a nice person who was willing to do what it took to keep me as a customer.

#36 OFFLINE   kram

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Posted 24 February 2013 - 08:53 AM

A call to Retention usually does the trick for long-standing customers.

SlimLine w/SWM-16 // HR44-700 w/Samsung UN55HU8550 UHD 4K TV and Samsung Blu-ray BD-H6500 // HR24-200 w/Sony KDL-46XBR9 TV, Pioneer Elite VSX-23TXH A/V Receiver, and Sony Blu-Ray BDP-S3100 // HR24-100 w/Samsung UN40ES6100 TV // DirecTV since 2001
 


#37 OFFLINE   dnelms

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Posted 24 February 2013 - 02:08 PM

I called the regular customer service number and was able to get a decent deal. I currently do not have whole home, so I was offered the Genie and 2 clients for free. Using the techs suggestions, I am keeping my 2 hd-dvr's and not using the clients. However, it is costing me $99 for the swm setup and $49 installation. Tried my best to get the installation waived, but no go. My question to the group is, my account shows the $99 as the cinema connection kits, but yet I already have an Ethernet connection driving the main DVR. Is that their way of getting the dollars for the swm setup since everything the website says the cinema connection is needed for, I already have?

#38 OFFLINE   Lugnut

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Posted 24 February 2013 - 08:13 PM

I'm happy for you guys. Employees can't even get Genie as part of our annual upgrade yet. $199 plus $49 install. That didn't go over too well with the wife :(

Previous DIRECTV Employee


#39 OFFLINE   PeterB

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Posted 24 February 2013 - 09:44 PM

Called to complain about my HR-21 taking over a minute to change channels, and an ancient Hughes Director receiver that kept locking up.

Was upgraded to Genie + 3 clients, Converted to SWM, DECA installed, swapped out The 21, The Hughes and a H20. Kept my H21 as well = $50

Been with DTV since '98, was out of contract.

#40 OFFLINE   chicagojim

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Posted 25 February 2013 - 05:05 PM

Now, mind you, I have not asked for a single thing free since the HR20-700 came out in 2006(?) and I got two then.

I called today and went right to rentention. Without even having to make a case, I was offered the 34, 4 client boxes, CCK, Swim 16, install and a couple of programming credits - all free.

First shot. No hassle, no haggle. I was prepared with a cross analysis of Dish, Comast and UVerse offers, ready to state my case about ROI over the next 12-18 months, show how they have competition in the Frankfort market, ready to rant about what I should have coming to me.

I didn't have to use any of it. The Rep only had to say, "We should replace all your equipment, and it will be no charge."

I was almost disappointed I couldn't use any of my well prepared rebid documentation! :lol:

Funny side note - the rep could not believe how old my equipment was. She almost "Scolded" me for not calling sooner to upgrade! She said that she gets calls all the time from customers who received upgrades just a couple of months ago and are back looking for freebies. That just does not work.

I've been a DTV customer for over 13 years and always pay on time. Other than that, I have the Premier level programming service and that is it.


I probably should have called a couple of years ago, but the HR20s were working fine with the exception of the occasional drive failure. The SD boxes were in the kid's rooms and were not worth an extension for upgrading.

Moral of the story: Wait for the upgrades until it is worth your while to extend. Being out of contract for almost five years I'm sure improved my odds of getting a free ride...
Go Cubs

New equipment after seven years . . .

HR34 to Sony KDS60A2000 , HR24 to 47" Vizio -
three C31s - Slimline 5 Dish - Swim 16 -CCK -
Networked via wireless & 1000BT, using Comcast – three switches, two routers Hotspot @ home and 4G Femto cell

#41 OFFLINE   Lugnut

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Posted 25 February 2013 - 05:33 PM

Now, mind you, I have not asked for a single thing free since the HR20-700 came out in 2006(?) and I got two then.

I called today and went right to rentention. Without even having to make a case, I was offered the 34, 4 client boxes, CCK, Swim 16, install and a couple of programming credits - all free.

First shot. No hassle, no haggle. I was prepared with a cross analysis of Dish, Comast and UVerse offers, ready to state my case about ROI over the next 12-18 months, show how they have competition in the Frankfort market, ready to rant about what I should have coming to me.

I didn't have to use any of it. The Rep only had to say, "We should replace all your equipment, and it will be no charge."

I was almost disappointed I couldn't use any of my well prepared rebid documentation! :lol:

Funny side note - the rep could not believe how old my equipment was. She almost "Scolded" me for not calling sooner to upgrade! She said that she gets calls all the time from customers who received upgrades just a couple of months ago and are back looking for freebies. That just does not work.

I've been a DTV customer for over 13 years and always pay on time. Other than that, I have the Premier level programming service and that is it.


I probably should have called a couple of years ago, but the HR20s were working fine with the exception of the occasional drive failure. The SD boxes were in the kid's rooms and were not worth an extension for upgrading.

Moral of the story: Wait for the upgrades until it is worth your while to extend. Being out of contract for almost five years I'm sure improved my odds of getting a free ride...


Awesome! Glad you got such a great deal! Do keep in mind that you won't be able to watch live programming on all 4 client boxes at the same time, though.

Previous DIRECTV Employee


#42 OFFLINE   chicagojim

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Posted 26 February 2013 - 11:41 AM

Awesome! Glad you got such a great deal! Do keep in mind that you won't be able to watch live programming on all 4 client boxes at the same time, though.


Kept one HR20 for that purpose and to provide some backup to recordings. That will go in the second most-used area so we won't have contention issues.

Thanks for the heads up though!
Go Cubs

New equipment after seven years . . .

HR34 to Sony KDS60A2000 , HR24 to 47" Vizio -
three C31s - Slimline 5 Dish - Swim 16 -CCK -
Networked via wireless & 1000BT, using Comcast – three switches, two routers Hotspot @ home and 4G Femto cell

#43 OFFLINE   Rich

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Posted 26 February 2013 - 12:49 PM

Now, mind you, I have not asked for a single thing free since the HR20-700 came out in 2006(?) and I got two then.

I called today and went right to rentention. Without even having to make a case, I was offered the 34, 4 client boxes, CCK, Swim 16, install and a couple of programming credits - all free.

First shot. No hassle, no haggle. I was prepared with a cross analysis of Dish, Comast and UVerse offers, ready to state my case about ROI over the next 12-18 months, show how they have competition in the Frankfort market, ready to rant about what I should have coming to me.

I didn't have to use any of it. The Rep only had to say, "We should replace all your equipment, and it will be no charge."

I was almost disappointed I couldn't use any of my well prepared rebid documentation! :lol:

Funny side note - the rep could not believe how old my equipment was. She almost "Scolded" me for not calling sooner to upgrade! She said that she gets calls all the time from customers who received upgrades just a couple of months ago and are back looking for freebies. That just does not work.

I've been a DTV customer for over 13 years and always pay on time. Other than that, I have the Premier level programming service and that is it.


I probably should have called a couple of years ago, but the HR20s were working fine with the exception of the occasional drive failure. The SD boxes were in the kid's rooms and were not worth an extension for upgrading.

Moral of the story: Wait for the upgrades until it is worth your while to extend. Being out of contract for almost five years I'm sure improved my odds of getting a free ride...


Being out of contract means a lot.

Rich

#44 OFFLINE   machavez00

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Posted 26 February 2013 - 01:00 PM

I had A Genie, one client, and a Cinema Connection Kit installed today for $49. The tech swapped out the AT9 for a SwiMline dish. I was off contract for 5 years. If I heard the CSR correctly, he said the $10 HD fee was also coming off the account.

#45 OFFLINE   rtring

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Posted 10 May 2013 - 06:15 PM

Called up and said "cancel service" during the automated recording. I was then transfered to a nice lady who said I can work wonders. She gave me free upgrade to Genie with free installation. I only had to pay the $19.95 shipping charge. They are going to install May 19th.

Edited by rtring, 10 May 2013 - 06:16 PM.


#46 OFFLINE   Datagg

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Posted 10 May 2013 - 11:28 PM

Called up and said "cancel service" during the automated recording. I was then transfered to a nice lady who said I can work wonders. She gave me free upgrade to Genie with free installation. I only had to pay the $19.95 shipping charge. They are going to install May 19th.

 

Very good.It all depends on who you get and the mood they are in that day.... Regrettably for most it takes a threat to get any action. Hopefully one day they will treat current customers as well as they do the new.



#47 OFFLINE   wingrider01

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Posted 11 May 2013 - 02:58 PM

Very good.It all depends on who you get and the mood they are in that day.... Regrettably for most it takes a threat to get any action. Hopefully one day they will treat current customers as well as they do the new.

 

Suspect it depends on how many time the customer has already been to the well of freebies and discounts in a specific period of time.  Had 0 problems getting a free genie, am21 and installation on my first call in 2 1/2 years looking for a hardware upgrade, have never called in for bill credits on discounts in all the years I have been with them.



#48 OFFLINE   NLRay

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Posted 16 May 2013 - 11:39 AM

Suspect it depends on how many time the customer has already been to the well of freebies and discounts in a specific period of time.  Had 0 problems getting a free genie, am21 and installation on my first call in 2 1/2 years looking for a hardware upgrade, have never called in for bill credits on discounts in all the years I have been with them.

I agree, I don't remember the last upgrade I requested.  Called up for Genie, and got offered Genie plus 3 clients for just a $50 install.  Didn't end up doing it because of some crazy install logistics, but I didn't have to threaten or even ask, it was all offered.



#49 OFFLINE   ThomasM

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Posted 16 May 2013 - 06:35 PM

DirecTV is always trying to get me to upgrade to HD (and commit for another 2 years).  Sorry, no.

 

Every time I log into my account and check things out a big pop-up with a picture of a Genie appears along with the words "FREE UPGRADE!"  There is even an "upgrade" box to click!!


3LNB Phase III Dish * 2-R15-300 * R22-200 * D12-100 * DirecTV Subscriber since Y2K


#50 OFFLINE   Datagg

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Posted 18 May 2013 - 02:31 AM

Suspect it depends on how many time the customer has already been to the well of freebies and discounts in a specific period of time.  Had 0 problems getting a free genie, am21 and installation on my first call in 2 1/2 years looking for a hardware upgrade, have never called in for bill credits on discounts in all the years I have been with them.

 

In 1 year, 2 confirmed HR24 HD failures and they wanted me to stay with the 24.... I had to threaten cancelation before I got anywhere for my 34. if months on the phone with tech support, family getting pissed, 2 installers out to confirm bad units constitutes as harassment or a freebie then I guess I am just one of the many unlucky ones... Oh and my neighbor and bro who were even out of contract had to pull teeth to get a new unit...... Ill suspect some of your view wingrider01 may be correct, yet the problem isn't with the consumer, rather the inconsistency across the board with DTV and how they treat long time customers.


Edited by Datagg, 18 May 2013 - 02:32 AM.





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