Last Friday I came home and our ancient HR20-700 bit the dust. It was scanning the hard drive for errors and found over 2,000 but said it only fixed 400 or so. I called Directv and they tried troubleshooting before they gave up and said the receiver needed replaced. I asked if I could get reimbursed if I bought an HR-24 and the lady told me no. I asked to speak to retention.
A woman with retention got on the phone and I asked the same thing, if I could get reimbursed if I bought an HR-24 to replace the broken HR20 since I didn't want to wind up with another older and possibly slower receiver. She also told me no... but since I was a long term customer (I think 13 years now) that I was eligible for an upgrade. She said they would replace my HR20 with the HR34 Genie and then replace our SD dvr upstairs with a c31 client for free. I then told her I would like another receiver in our bedroom since it never has had one and she said she would add another client and install on for free.
Needless to say I was very happy about that and to top it off she told me that since I was very patient and a good customer she was going to go ahead and take $10 off our bill for the next year. That should cover the extra costs of the whole home dvr service and the 2 clients.
The guy came out today and set it all up, reran the living room cable that looked like crap and made it look nice and neat, ran new cable under the house and then up to our bedroom upstairs. He said the dish on the pole outside wasn't getting good enough signal for him so he also took the dish off the pole and remounted it on our roof then helped me take the pole out of the ground.
Total cost = nothing.
Very happy customer.