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Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by Stuart Sweet, Feb 9, 2012.
i'll try that thanks
Can you clarify this statement ?
I'm a 12 Year DTV customer no longer under contract and the best offer i got was $100 off of a Genie....... sounds like you are implying this may change.
You really have to play hard ball with them ! They suck money from you every month for Lease fee's you paid it off 5 times over ! When you go and cancel it the CR might have the authurity to give it to you or they bump you to the next level CR who can.
I have been with DTV for 18 years and no longer under contract. Have 2 HR21s and the best offer i got was $100 off of a Genie. $299 plus 99 for whole home. Not a great deal. Told them I was disappointed with that and they offered me 2 for 1 premium channels.
Next offer was to replace existing hr21 with new unit and whole home for 99. That wasn't going to get me the upgrade in the series manager I was looking for.
Can anyone PM me the CR phone number now. It's has been a while since I have called - and without a pin number it sends me to the regular reps. I am trying to get the HR34 - and they want US$600
My HR22 HD failed and it has been years since I did any upgrades. I also have the protection plan
Just dial the normal number and say cancel a few times at the voice prompts. You will get to retention and have much better luck.
That doesn't work anymore.
still no luck with CR. They say no offers on HR34. Grrr - guess I will try tomorrow
I was told the same thing yesterday
I wanna stay informed also. When someone strikes a deal post up so we can call when the getting is good
If only it worked that way...
It's not a time/day thing. It all depends on what CSR you get and how much they feel like helping you out.
Yep - I always have had great luck till now. I do suspect that there may not be any deals on the HR34 now - maybe the supply is low or they have such demand and the papers say Dish is loosing viewers to D*
It's "proper" football season, now, in Europe and I would love to have more than 2 tuners on the weekend.
Tried, again, this morning, to no avail to get a price I felt fit my budget. Nada. Nuttin, honey.
CSR offered $199 + the other folderol. I asked if someone further along the chain might do better and she politely transferred me.
Offered list price + the other folderol.
More demand than availability - IMHO - and new customers still getting preference.
Most certainly does.
Used it 3 month's ago to get a HR34 HMC, had to pay 50 for install. installer missed appointment. so $100 For box .
ON IVR Menu, Cancel Cancel Cancel takes you direct to retention, do not spend $200 for passing CSR,
On thursday , I called about issue with HR20-700 in bedroom, noise hard drive, clackiy clackity clackity. Cant sleep any more. Wife said either fix this or remove the tv and reciever so I can sleep. She has to get up at 5:45 in the am.
I dont always start at retention, started with CSR, said i was eligible for upgrade, really tell me more. she said you are, I said this isnt an upgrade though, Its a downgrade, I want a "NON-DVR" for personal reasons. We cannot have / use a DVR in bedroom because of the noise. She said you have Protection Plan, I said its not broken just loud. Been with Directv since SAT-A1 days. (Thats a sony IRD/Box for newbies ). She first said its just 100. and i said thats no good. Then she said she could do it for 0.00 and 20 for shipping + tax. I said thats no good. This is for an H24 or equivelant no HD MRV reciever. I asked her politely if she thought I should have to pay for something like this as long as we have been with directv. NO upgrade. SHe held the fort at box for 19.99 shipping. Said we use fedex and they are fast. She also said i had to do 2YR. I said ok but its not an upgrade its a courtesy so I can sleep at night. It wasnt clicking with her i suppose. I said since its an upgrade than i would like a C-31 instead since I already have an HR34. That reciever is not available for this discount courtesy. I said ok....
Miss, I believe in honestly and good Karma. So , first of all I am not eligble for upgrade because I just got an HR-34 in august. She said well i didnt know that the system is showing you are elgible. but if that is the case. and you paid $100 for that box, you certainly wouldnt be elgiible for this offer for a free upgrade HD reciever. ....but I will do it anyways since I told you that was the case. ...ok how about that shipping . NO, i cannot waive the shipping. I politely educated her I think I am going to pass on the offer and I appreciate her time. I then commented, I would just persuit another channel to corporate offices, or retention.
She commented, I will be sure to document your account of what we discussed so there isnt any confusion. I proceeded, one last time and asked.
Are you sure we cant resolve this issue, and make it a great day. I would hate to spend another 45 minutes of your staff\s resources JUST to explains my situation all over. She said I could go through Product protecxtion plan and pay nothing. but I would only get the same feature set, IE a HD DVR. I said I know this thats why I wanted to discuss options with customer service.
ONE Minute Later:
Cancel Cancel, Im sorry what would you like to do, You can say....
Hi this is bob,
Explained to bob for 3 minutes why i wanted to part with the HR20-700 silver beast. Bob, looks at acccount and says I can fix you up.
C31, no shipping , no cost.
Directv 12-14 years.
Seems to work great, Had to switch audio to coaxial from optical. My AVR in bedroom is a slimline Digital reciever from panasonic from like 2005. NO HDMI.
But it produced little heat if any, and works great for bedroom.
So Cancel cancel cancel does in fact take you to the big boys and girls that get things done.
Im only sorry i spent 45 minutes with first lady, and her supervisor, both of whom were very reluctant to oblige a simple request to have a quiet reciever in the bedroom.
I wish this was that easy. I have to deal with an MDU company, and that means all equipment must come from them. They want to charge me $399 for an HR34 and $75 per 15 minutes to install it. Oh, and I forgot the $49 technician show-up fee.
A bit late to this party, but the short answer for me was $99 for the HR34 and 2 x H34 receivers, back in the middle of Oct, with no install fee. This was an upgrade, not a new customer. Also fyi, I am just a Choice Extra package subscriber along with Whole-home, nothing special at all.
Longer answer... I rarely will deal with the "normal" CSRs unless I am dealing with something very simplistic, when I call as soon as I get to a CSR I ask them to connect me to Retention. This has always worked for me. I've never been challenged or questioned,,, yet anyway.
When I got to retention I told them that I wanted to re-up my HD and service discounts ($10+$10/month) that had timed out. Then I told them that I was comparing their rate to U-verse (truth this time) and wanted them to match a U-verse rate/install or I was seriously considering switching.
I had an HR20-700 that was starting to act a bit funny (long delay times, some other odd behavior) and was looking to upgrade. Told them I only considered the HR34 an upgrade as anything else was just like-for-like.
First offer was the standard $100 off the $399 price. No good I said, quoted them the U-verse offer/install that I was comparing them to. Next offer was $200 off, but I still had to pay the install fee. Still not good enough, worked them some more. Finally reached the $99 price with a free install. Booked the installation. BTW, was on the phone quite a bit longer then the explanation above describes.
Ok, I'm a 15+ year customer with $225.00+ monthly bill (Premiere with HD pack, locals, MLS, 4 HD receivers including a HR20). We probably drop another $50.00/mo on PPV movies. I'm not under contract and haven't upgraded in at least 5 or more years (when the HR20 was new).
I really don't have the time or patience to play games with CSR or retention specialists. I figure with what I spend with these guys, I ought to be able to get this upgrade without a bunch of games. I'm the type guy that if I call up and have to play games, I really will cancel the service and I would probably regret that.
Any suggestions on best approach.
Honestly, I don't think you should have to play games. I don't know about totally free, but if you're that kind of customer, you should get a great deal from the beginning. You would be a high value customer.
Last time I called about a problem, when they looked up my account, they said I was some "?????????" customer. I don't recall the term but it semed they "valued" my business .... a lot. Maybe thet will help.