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New Cust. Wanted HR24, Got HR23, Told can't get HR24

9K views 107 replies 30 participants last post by  Shades228 
#1 ·
I guess I should have done my research a little better. I am a brand new customer. Had everything installed yesterday. When the tech brought out the HD DVR I noticed it was the HR23 model. I told him I noticed it wasn't the latest model and he said he didn't have any HR24s, but if I call DirecTV after everything was setup, they could send me out an HR24. I took his word for it and let him proceed. I called this morning and was told numerous times that they had no way of sending out an HR24. They could try sending a new HD DVR and we could hope and see what I get, but that's it. I explained I was expecting the latest equipment since I'm brand new on a two year agreement. I then asked if I could cancel. I was told I could before midnight tonight, however, the $215 I paid up front for the equipment would not be refunded because it was already activated. I was on the phone for 54 minutes and 53 seconds trying to get this resolved.

I have been told I have tow options. 1) live with what I got or 2) cancel before midnight and lose the $215 I spent on equipment fees.

I realize the difference between the HR23 and HR24 is minor (I've seen the YouTube video showing the speed). At this point, I feel as if the installer lied to me so he could complete the job and move on. I know, they are just installers, but I feel they represent DirecTV and hence, DirecTV should be responsible for their actions/words.

Does anyone know of another option I might have? I like the fact I can have a single DVR in the house and two TVs can access the one list (I have an H24 upstairs). That's the main reason I went with DirecTV over Dish Network...but now I'm feeling like I should cancel while I can and try something else. (shoot we don't even watch that much TV...for the $200 I am going to lose I should have just gotten a Tivo).
 
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#102 ·
I understand that Directv probably has a glut of decent refurb equipment that people can use rather than sending it to the landfill. That's fine, I respect that.

Where I have a problem is that I'm not given the option of whether I want new or refurbished. I have bought refurbished stuff before (big fan of Woot.com) but this was at a discount, in exchange for the risk. I don't see where I'm being offered a discount to take equipment that is used or has died before.

As near as I can tell I get the same warranty with either. If that's the case...I'll take new please. I dont see any reward (discount) for the risk of taking used equipment.

Some people have said to just suck it up and buy my equipment to get what I want. That makes very poor business sense in my opinion. Why outlay hundreds of dollars when I can lease the equipment so cheap? It is always better to use someone else's money when you can. If I had the cash to buy a new car outright, but could get a 0% loan, why would I give up all my cash? Let the lender make no money, while I keep mine cash and put it to work for me!
 
#103 ·
poppin_fresh said:
Where I have a problem is that I'm not given the option of whether I want new or refurbished. I have bought refurbished stuff before (big fan of Woot.com) but this was at a discount, in exchange for the risk. I don't see where I'm being offered a discount to take equipment that is used or has died before.

As near as I can tell I get the same warranty with either. If that's the case...I'll take new please. I dont see any reward (discount) for the risk of taking used equipment.
I would think everyone would rather have new, but most importantly they'd rather have one that works. If the refurb works, what's the big deal? If it doesn't, they'll send you another. Sometimes new ones are bad too.
 
#104 ·
docderwood said:
I've had Directv for 5 years. I HATE the fact you can't request the receiver you want to order from them and think it is RETARDED. I love the people who say you get what you get. Using that logic, you coud give me an old Directv tivo.

It's a stupid policy/way to run a business. Why not tiered pricing on the leases or some other way to give customers more freedom of choice? :nono:
Well said.

As far as you spartansstew,

We could go back and forth all day long with examples. The bottom line here is DirecTV has some issues with their policy cause there is a lot of people that don't like that fact they can't request a certain model. It makes absolutely no sense what so ever. That being said, since you think they run such a great operation with their "F" BBB rating (I know I know, the BBB is worthless and isn't fair), why don't you do my a favor and give DirecTV a call and tell them what a great job they do running their operations in regards to set top box equipment. I'm sure they would love to hear from you since all the calls they get are for people being P.O'd when the installer shows up with pos refurb boxes. I'm impressed with your multi-quote btw
 
#105 ·
docderwood said:
I've had Directv for 5 years. I HATE the fact you can't request the receiver you want to order from them and think it is RETARDED. I love the people who say you get what you get. Using that logic, you coud give me an old Directv tivo.

It's a stupid policy/way to run a business. Why not tiered pricing on the leases or some other way to give customers more freedom of choice? :nono:
You can acquire any model you wish yourself. It is very simple to do.
 
#107 ·
Got a new HR24 and new H23 today. He even checked the warehouse for an H24 for me. Very nice tech :)
 
#108 ·
Sim-X said:
Well said.

As far as you spartansstew,

We could go back and forth all day long with examples. The bottom line here is DirecTV has some issues with their policy cause there is a lot of people that don't like that fact they can't request a certain model. It makes absolutely no sense what so ever. That being said, since you think they run such a great operation with their "F" BBB rating (I know I know, the BBB is worthless and isn't fair), why don't you do my a favor and give DirecTV a call and tell them what a great job they do running their operations in regards to set top box equipment. I'm sure they would love to hear from you since all the calls they get are for people being P.O'd when the installer shows up with pos refurb boxes. I'm impressed with your multi-quote btw
DirecTV doesn't have issues with the policy. People who don't like the policy have issues. That's the great choice about consumerism you can choose not to do business with a company who's policy you don't like.
 
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