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Guest Message by DevFuse

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Improvements to the Protection Plan


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419 replies to this topic

#76 OFFLINE   west99999

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Posted 20 April 2013 - 10:34 PM

west9999 had his Mac Book replaced not too long ago.  Perhaps he can shine in.  I have not had any personal experience.

 

Yes, I did and overall it took about 2 1/2 weeks. The limits on the plan are $6000 annually and also a $2000 per claim limit. There is also a $50 service fee for certain items but if not fixed within the 3 day service guarantee they refund that. They refunded my service fee and provided a brand new laptop when they could not repair the one I sent in. You basically register your non DirecTV items and if you have a problem you just call in and they open the claim. If small laptop or TV under certain size you ship it in they provide free shipping. If large item they have in home service techs.



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#77 OFFLINE   n3vino

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Posted 21 April 2013 - 07:48 AM

I have had the PP for 18 months and I am eligible for an upgrade in about two weeks.  Since I have been paying on it for this long and I get the upgrade to a 34, I know I get a contract extension for two more years.  But can I cancel the PP after the upgrade, or do I have to keep paying on the PP for another two years?   If so, I have to decide after having paid up to now, do I keep what I have and cancel PP, or add the Genie and continue paying on the PP.   I could also wait out the contract, and then switch and get all that equipment and a savings to boot for a year.

 

I don't know about you guys, but it's a tough choice for me.  Do I really want to go with Dish?


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#78 OFFLINE   archer75

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Posted 21 April 2013 - 08:46 AM

That is not true with everybody as even when you do threaten to cancel their are still offer guidelines, like especially if you have a commitment that doesn't end soon.

Well yeah, you'd have to wait till the end of your contract. Every 2 years. Same as the protection plan.  They will won't give you a free one in less than 2 years even with the protection plan.



#79 OFFLINE   n3vino

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Posted 21 April 2013 - 09:08 AM

Well yeah, you'd have to wait till the end of your contract. Every 2 years. Same as the protection plan.  They will won't give you a free one in less than 2 years even with the protection plan.

Actually, I qualify in May 2nd for an upgrade to a 34. I will be on PP and with D* for about 19 months at that time.  I guess that's one way to lock me into contract early for another two years, plus pay $2.00 more for the PP, instead of them waiting until my contract is up, to offer me a free upgrade, at which time I would have more options such as I can get the same from Dish plus a discount for a year.  I would say that's pretty smart or should I say devious of D*.   The sad part is that I will probably not cancel PP and I will go for it now instead of waiting 5 months to get the free upgrades plus save some bucks for a year.  


Edited by n3vino, 21 April 2013 - 09:12 AM.

1 HDR 34

1 HDR 24-500
2 HD 25's
Slimline Dish 3LNB
Whole Home DVR

 

Epa, Epa, Andale, Andale, Arriba, Arriba, Eeeha


#80 OFFLINE   Singe0255

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Posted 22 April 2013 - 09:24 AM

I just knew 300.00 was not right; cool to know the correct amount now though. Any idea what the claims process is on non directv equipment under the protection plan premier? I believe it works like the product will be fixed and shipped back to the customer within 3 business days of receiving it at the repair services center or, for in-home service, DirecTV will have an authorized technician in the customers home within 3 business days of the initial claim call. If D* fails to have an installer come there you will receive an on time credit gaurentee refund.

 

The claims limits on the Protection Plan Premier are as follows:

- Up to $2000 worth of repairs/replacements/reimbursements per issue

- No more than $6000 worth of repairs/replacements/reimbursements per year per account.

 

To file a claim, call customer service. A dedicated team of agents handles calls for the Protection Plan Premier. They are cross-trained on all aspects of comsumer electronics, from home networking to home theater. This team is 100% US support, open 24 hours a day, 365 days a year.

 

If troubleshooting determines that repairs (of a non-D* device) are necessary, there is a $50 service fee due at the time the claim is filed. Smaller devices are mailed in to a repair facility, larger devices require in-home service. For in-home service, a specialist in your product will come to your home. These specialists are contracted from local businesses in your area (Ray's TV Repair, Jim and Bob's PC Support, etc.). If repairs cannot be completed in 3 days, you can be refunded the $50 Service Fee*.

             *some exclusions apply

 

For claims on products that do not require physical assistance (replacement keyboards, laptop batteries, etc.), the $50 service fee is not charged.

 

It's an amazing plan, and one that supports local and US jobs. Kindof a big thing with the economy like it is right now.


All opinions expressed are my own and do not reflect the views of DIRECTV, National Electronics Warranty, or any other entity that I share affiliation with.

#81 OFFLINE   Milkman

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Posted 22 April 2013 - 03:14 PM

So every two years am I eligible for ALL of my equipment to be upgraded, or just one device????


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#82 OFFLINE   peds48

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Posted 22 April 2013 - 03:28 PM

So every two years am I eligible for ALL of my equipment to be upgraded, or just one device????

I would assume it will be one device.  But the device might qualify you to upgrade you other devices.  like say you have 2 D10s and one HR24.  you call in to get the Genie, DirecTV will "upgrade" (replace, really) those D10s to D12s.  or they might even offer you clients instead.


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#83 OFFLINE   Milkman

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Posted 22 April 2013 - 03:37 PM

Ok, so yeah that isn't any deal for me (or others like me).  Whenever I was off of contract I was ALWAYS able to get a single free equipment upgrade before.  What is new?  I have 5 receivers in my house, so a single upgrade is really useless for someone like me.

 

They should offer two levels of the service one with the replacements and one without.  Clearly they are just raising the rates and putting a hollow advantage in there that really isn't.  Please correct me where I am wrong.


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#84 OFFLINE   peds48

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Posted 22 April 2013 - 03:58 PM

Please correct me where I am wrong.

I am afraid you are right… :D


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#85 OFFLINE   Steveknj

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Posted 23 April 2013 - 10:44 AM

So to clarify:

 

On May 16th,  I can all them for an upgrade, assuming I keep the PP.  I already have three HR2x (Two HR21s and an HR24).  I would want to upgrade one of the HR21s to a Genie....could I do that?  Does that include whole home if I want that? (I already have whole home via ethernet...if included I'd want to have the full whole home experience).

 

Would I be able to keep the HR21 this is replacing and use it to replace one of my non DVR recievers?  (I guess that would incurr me another DVR unit charge per month if I chose that) or would I have to send the unit back?

 

My assumption is, that if I get a Genie, I would have to have a tech come to the house to install it, since I don't have the device to do 5 lines to one HR.  Is there a charge for installation?

 

Of course the caveat is losing all my recorded shows from the old box, of which I have a boatload of movies saved up.



#86 OFFLINE   dpeters11

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Posted 23 April 2013 - 11:06 AM

Typically there can be an install charge, but not always. You would need an upgrade to SWM16 based on your tuner count. SWM isn't optional.If you are able to put the HR21 to replace a non DVR (don't see why not), your monthly fees wouldn't change. The DVR fee is per account. An HR2x has the same monthly box fee as a Dxx or Hxx.



#87 OFFLINE   Jacob Braun

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Posted 23 April 2013 - 11:15 AM



 

 



So to clarify:

On May 16th, I can all them for an upgrade, assuming I keep the PP. I already have three HR2x (Two HR21s and an HR24). I would want to upgrade one of the HR21s to a Genie....could I do that? Does that include whole home if I want that? (I already have whole home via ethernet...if included I'd want to have the full whole home experience).

Would I be able to keep the HR21 this is replacing and use it to replace one of my non DVR recievers? (I guess that would incurr me another DVR unit charge per month if I chose that) or would I have to send the unit back?

My assumption is, that if I get a Genie, I would have to have a tech come to the house to install it, since I don't have the device to do 5 lines to one HR. Is there a charge for installation?

Of course the caveat is losing all my recorded shows from the old box, of which I have a boatload of movies saved up.


Yes you can swap an HR21 for a Genie, yes that would include whole home (since you're not on SWM it is required), yes you could replace one of your non DVRs with that HR21, yes you would certainly need a technician, and no there is no charge for installation (normally there is but not on the free Protection Plan upgrade). If a SWM16 is needed one will be put on your work order and included. If you kept the same amount of receivers and are already paying for whole home your bill would stay the same.

Here are the terms and conditions from DirecTV.com

Stating
"Your upgrade can range from any additional
receiver up to an Advanced Whole Home HD
DVR which may include up to three (3) client
receivers.
Any upgrade to your DIRECTV system,
including those offered as benefit of the Plan,
will reset your DIRECTV programming
commitment to two (2) years and any
applicable monthly fees as a result of the
upgrade. You will be subject to the terms of
your DIRECTV customer agreement including
monthly equipment fees and early termination
fees."


Edited by JBv, 23 April 2013 - 11:18 AM.

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#88 OFFLINE   Steveknj

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Posted 23 April 2013 - 11:55 AM

 

Yes you can swap an HR21 for a Genie, yes that would include whole home (since you're not on SWM it is required), yes you could replace one of your non DVRs with that HR21, yes you would certainly need a technician, and no there is no charge for installation (normally there is but not on the free Protection Plan upgrade). If a SWM16 is needed one will be put on your work order and included. If you kept the same amount of receivers and are already paying for whole home your bill would stay the same.

Here are the terms and conditions from DirecTV.com

Stating
"Your upgrade can range from any additional
receiver up to an Advanced Whole Home HD
DVR which may include up to three (3) client
receivers.
Any upgrade to your DIRECTV system,
including those offered as benefit of the Plan,
will reset your DIRECTV programming
commitment to two (2) years and any
applicable monthly fees as a result of the
upgrade. You will be subject to the terms of
your DIRECTV customer agreement including
monthly equipment fees and early termination
fees."

 

Awesome.  I will be looking forward to 5/16 to do this.  2 tuners are really starting to hamper my TV viewing and since my ethernet whole home is iffy quite often, this will be a big upgrade for us.



#89 OFFLINE   Steveknj

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Posted 23 April 2013 - 12:31 PM

Another question.....Would DirecTV had any objection (or would it technically not work) to have a Genie and three other DVRs?  That would give me theorically 11 recordable tuners, plus (I guess) one other non DVR STB (since I would turn in the other non-DVR STB for the Genie, assuming they'd let me).



#90 OFFLINE   Volatility

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Posted 23 April 2013 - 12:40 PM

Another question.....Would DirecTV had any objection (or would it technically not work) to have a Genie and three other DVRs?  That would give me theorically 11 recordable tuners, plus (I guess) one other non DVR STB (since I would turn in the other non-DVR STB for the Genie, assuming they'd let me).

I am assuming you mean DVRS and not HD DVRS but yes, that is okay.  If you mean HD DVRs either way is fine, with the HD DVR's you have more of a sharing experience.


Edited by Volatility, 23 April 2013 - 12:40 PM.


#91 OFFLINE   Jacob Braun

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Posted 23 April 2013 - 02:56 PM

Another question.....Would DirecTV had any objection (or would it technically not work) to have a Genie and three other DVRs?  That would give me theorically 11 recordable tuners, plus (I guess) one other non DVR STB (since I would turn in the other non-DVR STB for the Genie, assuming they'd let me).

 

Another thing, keep in mind that if you have any non-SWM compatible equipment it will be swapped out with a Genie upgrade. So if you have an R15 with recordings you want to save that will be swapped out for a client or R16.


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#92 OFFLINE   spartanstew

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Posted 23 April 2013 - 03:19 PM

Ok, so yeah that isn't any deal for me (or others like me).  Whenever I was off of contract I was ALWAYS able to get a single free equipment upgrade before.  What is new?  I have 5 receivers in my house, so a single upgrade is really useless for someone like me.

 

They should offer two levels of the service one with the replacements and one without.  Clearly they are just raising the rates and putting a hollow advantage in there that really isn't.  Please correct me where I am wrong.

 

Where you might be wrong:

 

I have a feeling they're going to get much strict on free equipment when out of contract (upgrades), now that the Genie is widely available.  Want a free Genie?  Sure, get the PP.  


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

 
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#93 OFFLINE   peds48

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Posted 23 April 2013 - 03:57 PM

Where you might be wrong:

 

I have a feeling they're going to get much strict on free equipment when out of contract (upgrades), now that the Genie is widely available.  Want a free Genie?  Sure, get the PP.  

I wonder what would happen for those folks that want to cancel and refuse to get the  PP.  Is DirecTV just going to let them go?


Here’s to the crazy ones.
The misfits. The rebels.
The the troublemakers.
The round pegs in the square holes.

The ones who see things different.
They’re not fond of rules, and they have no respect for the status quo.


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#94 OFFLINE   goinsleeper

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Posted 23 April 2013 - 03:58 PM

Where you might be wrong:

 

I have a feeling they're going to get much strict on free equipment when out of contract (upgrades), now that the Genie is widely available.  Want a free Genie?  Sure, get the PP.  

I feel the same way.  We'll see what happens but I have a feeling free upgrades are going to be a bit more rare if you can get it with the protection plan.  That's not the case in Texas right now, but when the rest of the country can get them as well, things may change.


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#95 OFFLINE   Volatility

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Posted 23 April 2013 - 04:04 PM

Knowing kind of how "D* thinks" I would not be surpised if they got rid of the free upgrades every year for out of contract customers because of this new protection plan thing. I would be willing to place a bet most likely they are.


Edited by Volatility, 23 April 2013 - 04:09 PM.


#96 OFFLINE   eileen22

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Posted 23 April 2013 - 04:22 PM

I just called DirecTV to get clarification on this PP change. I had recently upgraded a DVR from SD to HD and was given a $50 credit off the $199 price, and I hadn't activated the new box yet.  I wanted to see if I waited until May 16 if I could instead take advantage of a free upgrade.

 

The CSR told me that the free upgrade means that the customer gets upgraded to "our latest and greatest equipment."  He didn't specify that it was only one receiver, he said "equipment."  He also said that the first time that I would be eligible for a free upgrade would be on May 16, 2015 - 2 years from now! 

 

I hadn't heard or read anything here about the free upgrade not kicking in until 2015, so I called back and got a CSR who didn't even know about the PP change. She had to look it up, which didn't give me a good feeling.  When she came back, she said that I was immediately eligible for a free upgrade under the new PP, and that it was for one receiver.  I told her that I didn't have SWM and would likely need a dish and other non-receiver equipment upgraded to support the receiver upgrade.  She said that it all would be part of the free upgrade.  I asked why I was immediately eligible for this when the other CSR told me 2 years, and she said it was because I was a loyal customer.  In fairness to her, the other CSR did not take the time to pull up my account, so perhaps she is correct.

 

I did ask her if I could return the HR21 that I recently paid for and have not yet activated, get refunded for that unit, and instead take advantage of the free upgrade.  She said yes.

 

So beware - you may not be eligible for a free upgrade under the new PP until 2015!



#97 OFFLINE   Volatility

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Posted 23 April 2013 - 04:59 PM

I did ask her if I could return the HR21 that I recently paid for and have not yet activated, get refunded for that unit, and instead take advantage of the free upgrade. She said yes

Eileen correct as long as you do not activate it and send it back it will be like you never recieved the offer and the commitment will not be affected. But definetly make sure you send it back or they will hit you with a nasty non return fee for non activation if you do not want it.

Edited by Volatility, 23 April 2013 - 05:22 PM.


#98 OFFLINE   goinsleeper

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Posted 23 April 2013 - 04:59 PM

 

So beware - you may not be eligible for a free upgrade under the new PP until 2015!

Not the case.  Sounds like you spoke to someone with a fair amount of ignorance.  The PP upgrade will be retroactive to when you added the PP but can be hindered based on previous upgrade offers accepted.  I would definitely send back the upgrade you just received.  If you have not accepted any upgrade specials in the past 18-24 months and you've had the PP, you should be fine on May 16.


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#99 OFFLINE   eileen22

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Posted 23 April 2013 - 05:11 PM

Not the case.  Sounds like you spoke to someone with a fair amount of ignorance.  The PP upgrade will be retroactive to when you added the PP but can be hindered based on previous upgrade offers accepted.  I would definitely send back the upgrade you just received.  If you have not accepted any upgrade specials in the past 18-24 months and you've had the PP, you should be fine on May 16.

Your information makes more sense.  Since she didn't even know about the PP changes until I asked about them, I was taking everything she said with a grain of salt.  I agree, I will return the upgrade I just received and wait for May 16.  Thanks.



#100 OFFLINE   Volatility

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Posted 23 April 2013 - 05:26 PM

Your information makes more sense. Since she didn't even know about the PP changes until I asked about them, I was taking everything she said with a grain of salt. I agree, I will return the upgrade I just received and wait for May 16. Thanks.

I am curious as to where in the name of sodom she got 2015, your contract? who knows. Its slightly possible her site wasnt trained yet on the pplan changes but that doesn't excuse them for not using their directv given resources (like their higher level peers or the scripts) and making up stuff. Sorry you had to call twice and then go on this forum to get the correct info. If you get an agent who doesn't seem to know dont be afraid to tell them to use their tools. They will know what you are talking about. :) #Laziness-is-carelessness

Edited by Volatility, 23 April 2013 - 06:01 PM.





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