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Improvements to the Protection Plan


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419 replies to this topic

#176 OFFLINE   goinsleeper

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Posted 07 May 2013 - 08:04 PM



What's that based on?

Mike

Experience.


EDIT: personal and professional

Edited by goinsleeper, 07 May 2013 - 08:05 PM.

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#177 OFFLINE   Volatility

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Posted 07 May 2013 - 08:44 PM

What's that based on?

Mike

Cold Hard Facts. Working in the Cancellation Department, I get many customers who are willing to pay the ECF as the long run cost of keeping the services for the remaining of their commitment is more expensive than the ECF is. Even with discounts it is still cheaper to cancel. Many people now a days do not care about value and just care about the bottom dollar because of the economic climate....these are sad days.

 

reason for edit: shortened post.


Edited by Volatility, 07 May 2013 - 08:58 PM.


#178 OFFLINE   The Merg

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Posted 07 May 2013 - 08:54 PM

Excluding service swaps, of course.


Correct. I tried to phrase that as a way to exclude replacements from my explanation.

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#179 OFFLINE   KK in CT

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Posted 16 May 2013 - 08:18 AM

I just called in today to participate in the free equipment upgrade program since I'm a long time protection plan customer.  All I was looking for was to upgrade an old SD receiver to an HD receiver so it would work with my whole home Genie setup.  I called and they told me I wasn't elegible for the free upgrade until October.  I asked why and the rep couldn't tell me, other than that's what it said on her screen.  Now I did upgrade to the Genie back in February 2012 at a discount, but it definitely wasn't free (I think I paid $199 for it).  Either way, she couldn't say that was what was pushing my eligibility for the free upgrade out to October.  So I politely asked to speak with a supervisor to see if they would have more info on the eligibility calculation (as I don't want to do something else on my account to push that date out further).  The supervisor came on and told me the same thing and apologized about not being able to explain the arbitrary date for eligibilty of the free protection plan upgrade.  So I asked him how could I know that ordering something else in the near future would not extend that date out further.  I think he felt bad about not being able to explain the new policy, so he finally ended up giving me the free upgrade that I wanted anyway - he had to put an override in the system to do this.  He then gave me the caveat that he couldn't be sure that this wouldn't push my October date out even further.  I was fine with that, since this is the upgrade I was interested in with this program anyway.  I wasn't looking for a free upgrade that I wasn't entitled to, but the email I received just stated that this program started on May 16th with the eligibilty based on your tenure of being in the protection plan, which I meet.  It didn't say anything about getting other equipment in the past at a discount.  So just a heads up to those looking to call in - you may not be eligible right away according to their system.  And they don't seem to have the information they need to explain why.

 

I was more than happy with the final outcome.  It was just a strange call since they couldn't seem to figure out how that date is calculated and what action someone could take with their account (like accepting some type of discount for equipment or programming) that could recalculate that date even further out.



#180 OFFLINE   kwasnicka

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Posted 16 May 2013 - 10:44 AM

I just called and schedule my free upgrade to a Genie through the new protection plan free upgrade offer.  I live in the Pittsburgh, PA DMA so I am crossing my fingers that I get an HR44 rather than the HR34.


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#181 OFFLINE   joshjr

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Posted 16 May 2013 - 11:11 AM

I just called in today to participate in the free equipment upgrade program since I'm a long time protection plan customer.  All I was looking for was to upgrade an old SD receiver to an HD receiver so it would work with my whole home Genie setup.  I called and they told me I wasn't elegible for the free upgrade until October.  I asked why and the rep couldn't tell me, other than that's what it said on her screen.  Now I did upgrade to the Genie back in February 2012 at a discount, but it definitely wasn't free (I think I paid $199 for it).  Either way, she couldn't say that was what was pushing my eligibility for the free upgrade out to October.  So I politely asked to speak with a supervisor to see if they would have more info on the eligibility calculation (as I don't want to do something else on my account to push that date out further).  The supervisor came on and told me the same thing and apologized about not being able to explain the arbitrary date for eligibilty of the free protection plan upgrade.  So I asked him how could I know that ordering something else in the near future would not extend that date out further.  I think he felt bad about not being able to explain the new policy, so he finally ended up giving me the free upgrade that I wanted anyway - he had to put an override in the system to do this.  He then gave me the caveat that he couldn't be sure that this wouldn't push my October date out even further.  I was fine with that, since this is the upgrade I was interested in with this program anyway.  I wasn't looking for a free upgrade that I wasn't entitled to, but the email I received just stated that this program started on May 16th with the eligibilty based on your tenure of being in the protection plan, which I meet.  It didn't say anything about getting other equipment in the past at a discount.  So just a heads up to those looking to call in - you may not be eligible right away according to their system.  And they don't seem to have the information they need to explain why.

 

I was more than happy with the final outcome.  It was just a strange call since they couldn't seem to figure out how that date is calculated and what action someone could take with their account (like accepting some type of discount for equipment or programming) that could recalculate that date even further out.

 

I guess I never read where they clarified on that.  Usually its when you are not longer under contract.  I was betting this would happen though.  Today is the first day it starts but I did not think they were just gonna give a  free receiver to every PP owner today since some people could of just received great deals like this very recent or even more recent then 2 years.


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#182 OFFLINE   MysteryMan

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Posted 16 May 2013 - 12:03 PM

Shortly after receiving 0x06BD my HR24-500 began failing the weekly System Test I perform. Was getting Diagnostic Code 21-72-258 Internal Storage Error Detected. I decided to wait until today to replace my failing receiver so I can take advantage of the new Protection Plan upgrade offer. I called DirecTV at 09:30 this morning and asked for a upgrade. Was told by the Protection Plan rep that a tech would be at my home by 12:00 today. At 11:30 I received a call from the service tech telling me he was 30 minutes from my location. He arrived shortly before noon and swapped out my HR24-500 with my new Genie. Now that's what I call service!


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#183 OFFLINE   Old_School

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Posted 16 May 2013 - 12:55 PM

I just called in today to participate in the free equipment upgrade program since I'm a long time protection plan customer.  All I was looking for was to upgrade an old SD receiver to an HD receiver so it would work with my whole home Genie setup.  I called and they told me I wasn't elegible for the free upgrade until October.  I asked why and the rep couldn't tell me, other than that's what it said on her screen.  Now I did upgrade to the Genie back in February 2012 at a discount, but it definitely wasn't free (I think I paid $199 for it).  Either way, she couldn't say that was what was pushing my eligibility for the free upgrade out to October.  So I politely asked to speak with a supervisor to see if they would have more info on the eligibility calculation (as I don't want to do something else on my account to push that date out further).  The supervisor came on and told me the same thing and apologized about not being able to explain the arbitrary date for eligibilty of the free protection plan upgrade.  So I asked him how could I know that ordering something else in the near future would not extend that date out further.  I think he felt bad about not being able to explain the new policy, so he finally ended up giving me the free upgrade that I wanted anyway - he had to put an override in the system to do this.  He then gave me the caveat that he couldn't be sure that this wouldn't push my October date out even further.  I was fine with that, since this is the upgrade I was interested in with this program anyway.  I wasn't looking for a free upgrade that I wasn't entitled to, but the email I received just stated that this program started on May 16th with the eligibilty based on your tenure of being in the protection plan, which I meet.  It didn't say anything about getting other equipment in the past at a discount.  So just a heads up to those looking to call in - you may not be eligible right away according to their system.  And they don't seem to have the information they need to explain why.

 

I was more than happy with the final outcome.  It was just a strange call since they couldn't seem to figure out how that date is calculated and what action someone could take with their account (like accepting some type of discount for equipment or programming) that could recalculate that date even further out.

Atleast you got told when you are eligibile... i told my sister in law about this new plan, Her and my brother have been subs w/ autopay and carried the PP since they got married in 2000. She called in to see if they could get a Genie since there last "upgrade" was years ago and was told that she not eligible for a genie and the rep said they have no clue when they would be. The only thing that could offer is free HD extra Pak for 3 months.

 

This is a new program so i am sure it will take awhile for everything to work itself out. I am sure 30 million people will agree that Directv will not know what every one of there customers is eligible for on the fist day.


Edited by Old_School, 16 May 2013 - 12:58 PM.

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#184 OFFLINE   joshjr

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Posted 16 May 2013 - 01:18 PM

Atleast you got told when you are eligibile... i told my sister in law about this new plan, Her and my brother have been subs w/ autopay and carried the PP since they got married in 2000. She called in to see if they could get a Genie since there last "upgrade" was years ago and was told that she not eligible for a genie and the rep said they have no clue when they would be. The only thing that could offer is free HD extra Pak for 3 months.

 

This is a new program so i am sure it will take awhile for everything to work itself out. I am sure 30 million people will agree that Directv will not know what every one of there customers is eligible for on the fist day.

You should ask them if they had a box (defective) replaced in the last two years?  If so it probably triggered a new agreement when it should not have.


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#185 OFFLINE   KK in CT

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Posted 16 May 2013 - 01:25 PM

Atleast you got told when you are eligibile... i told my sister in law about this new plan, Her and my brother have been subs w/ autopay and carried the PP since they got married in 2000. She called in to see if they could get a Genie since there last "upgrade" was years ago and was told that she not eligible for a genie and the rep said they have no clue when they would be. The only thing that could offer is free HD extra Pak for 3 months.

 

This is a new program so i am sure it will take awhile for everything to work itself out. I am sure 30 million people will agree that Directv will not know what every one of there customers is eligible for on the fist day.

I agree it's going to take some time to work out the "kinks" with a new program.  But if you send out an email to all of your Protection Plan customers telling them they can call in on May 16th to participate in this new great benefit, and you program some logic into your system to determine an eligibility date (and that an eligibilty date is not mentioned in the email), you would think they could have at least informed their front line customer service reps with a short explanation of how that date is calculated or at least what impacts it.  Rather than just telling everyone "that's the date the computer is telling me, I don't know why".  Seems they've known about this program launching today for a while now, so they must have been expecting to receive a few calls on the day they told people to start calling.



#186 OFFLINE   casinoman59

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Posted 16 May 2013 - 01:35 PM

I called in this morning and ask for a upgrade to a genie and was approved with no cost to me other than the $3/month whole home fee. it will be here on this Sunday :)



#187 OFFLINE   goinsleeper

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Posted 16 May 2013 - 02:44 PM

I just called in today to participate in the free equipment upgrade program since I'm a long time protection plan customer.  All I was looking for was to upgrade an old SD receiver to an HD receiver so it would work with my whole home Genie setup.  I called and they told me I wasn't elegible for the free upgrade until October.  I asked why and the rep couldn't tell me, other than that's what it said on her screen.  Now I did upgrade to the Genie back in February 2012 at a discount, but it definitely wasn't free (I think I paid $199 for it).  Either way, she couldn't say that was what was pushing my eligibility for the free upgrade out to October.  So I politely asked to speak with a supervisor to see if they would have more info on the eligibility calculation (as I don't want to do something else on my account to push that date out further).  The supervisor came on and told me the same thing and apologized about not being able to explain the arbitrary date for eligibilty of the free protection plan upgrade.  So I asked him how could I know that ordering something else in the near future would not extend that date out further.  I think he felt bad about not being able to explain the new policy, so he finally ended up giving me the free upgrade that I wanted anyway - he had to put an override in the system to do this.  He then gave me the caveat that he couldn't be sure that this wouldn't push my October date out even further.  I was fine with that, since this is the upgrade I was interested in with this program anyway.  I wasn't looking for a free upgrade that I wasn't entitled to, but the email I received just stated that this program started on May 16th with the eligibilty based on your tenure of being in the protection plan, which I meet.  It didn't say anything about getting other equipment in the past at a discount.  So just a heads up to those looking to call in - you may not be eligible right away according to their system.  And they don't seem to have the information they need to explain why.

 

I was more than happy with the final outcome.  It was just a strange call since they couldn't seem to figure out how that date is calculated and what action someone could take with their account (like accepting some type of discount for equipment or programming) that could recalculate that date even further out.

Eligibility is based on retroactive dates to when the PP was added.  It is also retroactive to the last time you had a discounted upgrade.  18-24 months after adding the PP you are eligible for the free upgrade unless you have had a discounted upgrade within those 18-24 months.  Overall, the eligibility is 18-24 months since your last discounted upgrade as long as you've had the PP on the account for that time period.  Hope this helps.  Typed it in a rush.


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#188 OFFLINE   Razma

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Posted 16 May 2013 - 03:04 PM

Just called today and got my upgrade.  Initially was told I wasn't eligible because I didn't have the protection plan long enough, but that was in error.  Was told overnight shipping, new 2 year agreement, and both my DVR and HD Receiver were upgraded to the Genie and Genie-Mini.  No additional costs on bill, no hidden fees or charges.

 

Just thought I would share my experience.


Edited by Razma, 16 May 2013 - 03:04 PM.


#189 OFFLINE   sacalait

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Posted 16 May 2013 - 04:01 PM

I called this afternoon.  I was surprised that I got through to a CSR within a minute and she (Erin, sweet girl) said that she was surprised more people weren't calling today.  I was only her 3rd call today to upgrade.

 

Anyway, enough about Erin.  They are upgrading one of my HR-21's to a Genie.  I didn't want to change any of my other DVR's to the mini because I have too much content on them to let the tech drive away with them. My wife and daughters would string me up.

 

Hung up the phone @ 5:15 with a confirmed install for tomorrow afternoon.  


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#190 OFFLINE   Florida Boy

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Posted 16 May 2013 - 04:31 PM

I have the PP and I received the email. At the moment, I'm not too upset because the other day I called CS to see if there was anything they could to to lower my bill ........It pays to be NICE and FRIENDLY because not only did she give me a 30 dollar credit on my current bill coming up, but she gave me 13 dollars off the next six months.......With that I cannot complain at all. :)

 

I do know if anything every happened to my 2 HR24's and they replaced them with an HR21, I'd just die because I hate the HR21's with a red hot purple pink passion.

I just signed up for PP as I have had a minimum of two service calls a year for the past three years. I got in under the wire and will pay $5.99 a month for the first year since I can't upgrade for a year. Yes, it does pay to be nice - I didn't get an instant bill credit but I did get 15 bucks a month off for 6 months and 5 bucks a month off for another 6 months making my first year of the PP paid for.



#191 OFFLINE   goinsleeper

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Posted 16 May 2013 - 04:43 PM

I just signed up for PP as I have had a minimum of two service calls a year for the past three years. I got in under the wire and will pay $5.99 a month for the first year since I can't upgrade for a year. Yes, it does pay to be nice - I didn't get an instant bill credit but I did get 15 bucks a month off for 6 months and 5 bucks a month off for another 6 months making my first year of the PP paid for.

If you signed up today it will be $7.99/mo.  Anyone who has had the PP active for less than a year will only pay $5.99/mo.  This is because there is a cancellation fee of $10 and the company does not want to force customers to pay that if they want to cancel it based on the price increase.  Wouldn't be fair and D* knows it.  Good of them really.


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#192 OFFLINE   Old_School

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Posted 16 May 2013 - 06:56 PM

You should ask them if they had a box (defective) replaced in the last two years?  If so it probably triggered a new agreement when it should not have.

The last time anything was changed on there system was when they decided they had to have this NEW thing called "HD" (ok new to them) ..... They where given a cool new HR21-700 just in time for x-mas.


Edited by Old_School, 16 May 2013 - 07:04 PM.

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#193 OFFLINE   Jeffrow925

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Posted 16 May 2013 - 07:13 PM

I currently have 4 directv boxes.  We just bought a 5th tv two weeks ago.  Do you think this upgrade would be able to add at box at the same time?

 

Basically upgrade from 4 to 5 boxes while getting the new tech?  Or would I still have to purchase the additional box seperately?



#194 OFFLINE   peds48

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Posted 16 May 2013 - 07:18 PM

I think the new plan will get you one or the other but not both


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#195 OFFLINE   timdh

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Posted 16 May 2013 - 07:25 PM

I currently have 4 directv boxes.  We just bought a 5th tv two weeks ago.  Do you think this upgrade would be able to add at box at the same time?

 

Basically upgrade from 4 to 5 boxes while getting the new tech?  Or would I still have to purchase the additional box seperately?

I had the same situation today. We were upgraded from an HD DVR to a Genie on one TV and 3 mini-Genies to replace 3 HD receivers all for free. Added an extra new mini-Genie to daughter's bedroom for $49 with free install. All of the upgrades and the new install is being done at the same time.


Edited by timdh, 16 May 2013 - 07:26 PM.


#196 OFFLINE   goinsleeper

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Posted 16 May 2013 - 07:45 PM

I had the same situation today. We were upgraded from an HD DVR to a Genie on one TV and 3 mini-Genies to replace 3 HD receivers all for free. Added an extra new mini-Genie to daughter's bedroom for $49 with free install. All of the upgrades and the new install is being done at the same time.

Why do you want to replace hd equipment with the mini's?  You are then going from 5 tuners (2 from the HD DVR and 1 from each of the 3 HD receivers) to the same 5 tuners.  Unless you want to pause live TV in a room then changing from an hd receiver to a mini is more of a downgrade.  Also I would never suggest getting rid of an HD DVR when upgrading to the genie.  You should probably rethink this upgrade.


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#197 OFFLINE   goinsleeper

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Posted 16 May 2013 - 07:46 PM

I currently have 4 directv boxes.  We just bought a 5th tv two weeks ago.  Do you think this upgrade would be able to add at box at the same time?

 

Basically upgrade from 4 to 5 boxes while getting the new tech?  Or would I still have to purchase the additional box seperately?

You can add another receiver during the upgrade.  You could get a new receiver for the new room or put an upgrade into another room and relocate the receiver in that room to the new room.  The upgrade is only for 1 receiver though you can get the mini's with the upgrade as well (up to 3 at no charge).


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#198 OFFLINE   whorne

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Posted 16 May 2013 - 08:42 PM

I just noticed that the upgrade eligible date is now showing up on my equipment section on Directv.com.

#199 OFFLINE   goinsleeper

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Posted 16 May 2013 - 09:10 PM

I just noticed that the upgrade eligible date is now showing up on my equipment section on Directv.com.

Yeah it's added to your online account as well so you can see that date.


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#200 OFFLINE   bayouboy

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Posted 17 May 2013 - 07:08 AM

If the HR44 is not an upgrade to the HR34, then whats the difference? If there isn't any, why bother bringing out the 44?
Just wondering.


Only real difference i can see atm is the wireless deca for internet connection is built it. The difference between hr34 and hr44 is like hr 23 and hr 24 in my opinion.




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