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Improvements to the Protection Plan


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419 replies to this topic

#61 OFFLINE   peds48

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Posted 18 April 2013 - 07:41 PM

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


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#62 OFFLINE   kaminar

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Posted 18 April 2013 - 08:33 PM

Marketing research is what provided this new PP upgrade/increase..added value for a price. The majority of customers are not technically-inclined, nor handy enough to repair or adjust equipment..it's peace-of-mind for many and no concern for those who decline.

 

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#63 OFFLINE   crawdad62

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Posted 19 April 2013 - 08:46 AM

If a receiver or DVR breaks, they still will replace it, even without the PP, you pay shipping. Getting a free upgrade was not guaranteed, this formalizes it. I'm wondering if they will crack down on free upgrades without the PP. I'm thinking they will.

 

 

That's what I'm wondering. D* is all over the place on who gets deals and even those that do it's really inconsistent. I followed that Genie thread and some people claimed that got it for free, others got it for free and got credits while others were told they either paid full price or it wasn't even available. This maybe is a way to reign in the upgrade process. 



#64 OFFLINE   raott

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Posted 19 April 2013 - 11:10 AM

That's what I'm wondering. D* is all over the place on who gets deals and even those that do it's really inconsistent. I followed that Genie thread and some people claimed that got it for free, others got it for free and got credits while others were told they either paid full price or it wasn't even available. This maybe is a way to reign in the upgrade process. 

 

They can try and reign in all they want, but the bottom line is they still have to compete with other providers.  Cable in many areas has a whole home DVR, so does Uverse.  They have to compete with those providers who will give a person the whole home solution free.  it is a fine balance in keeping costs down but still being able to compete.

 

Personally, I don't think the cable whole home in my area holds a candle to Directv's Genie, but for many, it would be good enough.


SONY KDS-55A3000 and a couple of Vizios; SWM16; HR34 NR; HR22 NR; HR20-700 NR; H23-600 NR; R22 NR

#65 OFFLINE   omartinjordan

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Posted 19 April 2013 - 12:15 PM

They scan spin this anyway they want but let's call it what it is.  A scam to get another $2 out of customers.  I also like how the email says they heard our feedback!!!  They haven't heard crap.  I like their service but this is getting crazy.  My only other alternatives are Time Warner and Dish.  I don't think either one is much better.  It wouldn't be so bad is they didn't nickle and dime you to death with a fee for HD, fee for DVR, fee for reciever, and so on.  If you own the equipment do you still have to pay the extra $6?  I finally had to give up my old package because they kept raising the rate to where it was more than the current level package.  When is enough going to be enough?


Edited by omartinjordan, 19 April 2013 - 12:15 PM.


#66 OFFLINE   Volatility

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Posted 19 April 2013 - 02:07 PM

That's what I'm wondering. D* is all over the place on who gets deals and even those that do it's really inconsistent. I followed that Genie thread and some people claimed that got it for free, others got it for free and got credits while others were told they either paid full price or it wasn't even available. This maybe is a way to reign in the upgrade process.

They are inconsistent somewhat, but it more has to do with the agent you get. If your account has the right offers one agent may offer it free with a credit one may not. Being nice on the phone and not behaving like an utter jackass goes along way too.

Edited by Volatility, 19 April 2013 - 02:09 PM.


#67 OFFLINE   goinsleeper

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Posted 19 April 2013 - 04:28 PM

They scan spin this anyway they want but let's call it what it is.  A scam to get another $2 out of customers.  I also like how the email says they heard our feedback!!!  They haven't heard crap.  I like their service but this is getting crazy.  My only other alternatives are Time Warner and Dish.  I don't think either one is much better.  It wouldn't be so bad is they didn't nickle and dime you to death with a fee for HD, fee for DVR, fee for reciever, and so on.  If you own the equipment do you still have to pay the extra $6?  I finally had to give up my old package because they kept raising the rate to where it was more than the current level package.  When is enough going to be enough?

And when will some of the pizza delivery places quit charging for extra toppings?  I jest but would it be fair for someone who has only HD pay the same amount as someone who has HD and DVR services?  Personally I would consider something along the lines of "Franchise fee" or "Additional fees" to be nickle and diming, not charging for a service on the account.  That's just me though.

If you own the box there is still a $6 mirroring fee for any receiver after the first.
 
What proof do you have that they don't listen to feedback?  How does any company better itself without feedback?

A scam to get an extra $2 a month versus a free upgrade every 18-24 months?  A standard installation costs $49 without the cost of equipment.  How does D* come out ahead if you pay an extra $48 every 2 years and get a completely free upgrade? 

Enough will be enough the sooner content providers realize it and charge appropriately.  That would be step one.


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#68 OFFLINE   omartinjordan

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Posted 19 April 2013 - 04:48 PM

I haven't seen any post with people wanting an increase in their bill so they can have the option of a new receiver plus a new 2 year contract. Where did they get this feedback? They have to be making a ton of money of people already or they wouldn't offer free equipment to begin with. $48 a year off millions of people sounds good to me.

#69 OFFLINE   goinsleeper

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Posted 19 April 2013 - 05:12 PM

I haven't seen any post with people wanting an increase in their bill so they can have the option of a new receiver plus a new 2 year contract. Where did they get this feedback? They have to be making a ton of money of people already or they wouldn't offer free equipment to begin with. $48 a year off millions of people sounds good to me.

All day, everyday, virtually every provider hears the same thing, "Why don't you offer anything to your loyal customers?!".  Way to put a negative connotation to it though.  The company is now offering completely free upgrades every 2 years to customers with the protection plan.  This adds more value to the protection plan and let's subscribers know when they are eligible for upgrades, yet all you say is it raises the cost of the monthly bill.  People look at value different ways.  Some people focus on price alone and others look at what they are getting per dollar.


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#70 OFFLINE   acostapimps

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Posted 19 April 2013 - 05:33 PM

I cancelled my PP because I don't use it so why should I pay it, and even if my receivers fails ill get a free replacement if not then I pay $20 for shipping which i don't have problem with, better then not having any problems at all in my case and continue paying the $6, unless they charge exorbitant fees for repair or realignment.

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#71 OFFLINE   wingrider01

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Posted 20 April 2013 - 05:46 AM

I cancelled my PP because I don't use it so why should I pay it, and even if my receivers fails ill get a free replacement if not then I pay $20 for shipping which i don't have problem with, better then not having any problems at all in my case and continue paying the $6, unless they charge exorbitant fees for repair or realignment.

 

Because you lease, w/o the PP if I call in for a bad unit, mine will be replaced with a leased unit - not a good thing since with the exception of the HR34, I own all my devices



#72 OFFLINE   Sixto

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Posted 20 April 2013 - 05:52 AM

Not everyone feels this way.  People like myself who have owned equipment still like having the comfort of knowing when our owned equipment fails, it will be swapped with owned equipment.

Yes, that's my #1 huge reason.
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#73 OFFLINE   archer75

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Posted 20 April 2013 - 07:12 AM

They'd give you a new free receiver anyways when you call to cancel. 



#74 OFFLINE   Volatility

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Posted 20 April 2013 - 07:28 AM

They'd give you a new free receiver anyways when you call to cancel.

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.

Edited by Volatility, 20 April 2013 - 08:09 AM.


#75 OFFLINE   JBv

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Posted 20 April 2013 - 10:12 PM

Because you lease, w/o the PP if I call in for a bad unit, mine will be replaced with a leased unit - not a good thing since with the exception of the HR34, I own all my devices

 

And this is why if I ever do not work for this company anymore I will most certainly keep the Protection Plan!

 

My owned HR34 is a unicorn.


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#76 ONLINE   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.



#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

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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.




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