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What the Deals are, and what are you being told by CSR?

Discussion in 'DIRECTV Installation/MDU Discussion' started by marcello696, Aug 16, 2006.

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  1. c3p1

    c3p1 New Member

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    Apr 29, 2004

    I agree with this. I had to call a couple times, but I just had a hard time paying a couple hundred dollars for the right to pay them more in a monthly bill. I know development and parts take time and money, but the real money they make is on the monthly bill.
    I think we both won, I got the equipment I wanted and they got me, an overall satisfied customer, for another 2 years.
     
  2. ziggy29

    ziggy29 Icon

    691
    2
    Nov 18, 2004
    San Antonio DMA
    And in some areas, their wait time to get an installation appointment went up to a month or more. Not a good way to discourage people from doing it themselves.
     
  3. LineofSight

    LineofSight New Member

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    Aug 19, 2007
    I have been with D* since 1996. I own my current SAT-HD200 receiver. I sent D* an email a few weeks ago telling them that I have seen people posting the deals that they have been getting. I would like to get a similar deal. I told them that I was not going to play any silly games, like threatening to cancel my service or calling customer service multiple times. They called a few days later and said that they will give me a free HR20-700 for $19.95 plus tax and free installation of the system with a new 5 LNB dish. I mentioned that I had seen some people getting programming credits, so she gave me 6 months of free HD programming.
    She did say that there would be a $4.99 per month charge for "leasing" the HR20 and $5.99 per month for the DVR service. I got to thinking about those charges later so I called back to D* to clarify. I will still only have the one receiver in my house after replacing my current unit with the HR20, so why is there a "lease" fee? They assured me that there will be NO lease fee if I have only one receiver in my house. It even says that in their customer agreement. I also asked them what the $5.99 per month gets me as far as the DVR is concerned. They told me that the DVR will not function unless they get paid the $5.99 per month. I assume they must turn on something. I currently have an old ReplayTV. I paid a premium for that DVR up-front so that I had a lifetime subscription to the downloaded program guide. Seems like I am already getting a program guide automatically to the HR20, so I am not paying $5.99 for that. I asked them if an HR20 that I might purchase online would work without paying the $5.99 per month. They said no. Anybody ever try that? Seems like it should work, unless there is some kind of software switch built in that disables the DVR functions until D* sends a signal down the line to turn it on.
     
  4. nikonosis

    nikonosis Cool Member

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    Aug 19, 2007
    I have tried calling Directv 3 times so far and have been transfered at least a dozen times and have talked to 2 or 3 people in retention. Right now I have comcast cable and I wanted to switch to directv but there is no way on earth I am going to pay $199 for a receiver that I get for free through the cable company. Directv keeps telling me there is no deal or no possible way for me to get the receiver for free like many of the people on this forum have said. I have tried emailing them but I have not received a response yet. How the heck are you people getting the HR20 for free? Do all of you already have directv and are just threatening to cancel if they don't give you one? Is there anyone here that has received one for free that is a new subscriber?
     
  5. Milominderbinder2

    Milominderbinder2 Cutting Edge: ECHELON '08

    4,107
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    Oct 8, 2006
    LineofSight,

    Welcome!

    The HR20 has a $4.99 per month leasing fee. You do not own it unless you pay the full $799 price.

    You also pay a $5.99 monthly DVR fee.

    - Craig
     
  6. Milominderbinder2

    Milominderbinder2 Cutting Edge: ECHELON '08

    4,107
    0
    Oct 8, 2006
    First, Welcome!

    As a newbie, you get an even better deal than a free DVR. You get the Premier Package for free for 4 months. That's a $400 credit.

    In a couple weeks that Premier package will include 70 HD channels. If I had a choice, I would take the $400 package instead of another $199 off on the HR20.

    Take the package and run!

    - Craig
     
  7. Milominderbinder2

    Milominderbinder2 Cutting Edge: ECHELON '08

    4,107
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    Oct 8, 2006
    You can go to Costco and pay $269 and take it home today.

    Unless you already have brand new cables, brand new connectors, a new 6x8 switch, and a new 5 LNB dish already in place, I would never suggest this.

    - Craig
     
  8. Milominderbinder2

    Milominderbinder2 Cutting Edge: ECHELON '08

    4,107
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    Oct 8, 2006
    Well if you already have the new dish and cables...sometimes they premail the HR20 directly to the customer who may accidentially open the box and install it...

    - Craig
     
  9. RAD

    RAD Well-Known Member

    16,500
    140
    Aug 5, 2002
    Dripping...

    I don't believe that you pay the lease charge for the 1st receiver (he said he would have only one receiver on the account). From http://www.directv.com/DTVAPP/global/contentPage.jsp?assetId=P500014
    "MONTHLY LEASE FEE. For a new DIRECTV customer, you will be charged a monthly lease fee in the amount of $4.99 per 2nd and each additional receiver leased by you in your household. For a current customer, you will be charged a monthly fee in the amount of $4.99 for each receiver leased by you in your household, unless you replace all of your owned-equipment with leased equipment, in which case, the monthly lease fee will be waived for the 1st receiver. Applicable taxes will apply."
     
  10. colebert

    colebert Legend

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    Aug 19, 2007
    Called August 5. threatened to cancel and was sent to retentions. They didn't care and said he couldn't give me a free DVR. Hung up empty handed.

    Called two days ago. Came up with a new strategy. My story was that I was going to switch to Comcast with their "ditch the dish promo." I gave the retentions CSR the details (59.99/mo, free HD-DVR, free HD, HD locals, free HBO & Starz.) He asked if I would give him the chance to match. I said yes. Here is what I ended up with:

    1. Free HD-DVR & 5-LNB Dish ($19.95 handling)
    2. HD-DVR Plus Package @ normal rate
    -- $10/mo recurring discount for 1yr
    -- $9.99/mo recurring discount for 1yr
    3. $150 one-time service credit
    4. Free HBO/Showtime/Cinemax for 6mo
    5. Free Starz for 3mo
    6. NFL Sunday Ticket @ Normal Price
    -- Free Superfan
    7. MLB:EI @ Normal Price
    -- Free Superfan

    I hear these type deals are getting harder to find. So I was pleased to get what I got. Especially with the new HD channels rolling out. If anyone is considering doing this, you should act soon because D* will be "feeling its oats" once the new birds are up and running.
     
  11. falken

    falken Legend

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    Jun 14, 2007
    Unless you have no interest in the Sunday Ticket, then it a $120 credit provided you wanted the all of the premium channels. Since Plus HD DVR is $30 less per month than permium if you don't want NFL sunday ticket what you really get is the movie channels free for 4 months. :)
     
  12. RyanX

    RyanX Mentor

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    Aug 21, 2006
    I got a ad in the newspaper yesterday for Dish that had free HD programming for six months and a free HD DVR. I called D* and asked the lady if they could match the offer and she put me on hold to check the offers that were available. When she came back she said that I could get the HD DVR for $299 or the regular HD receiver for $99 and those were the only deals that she could give me. When I asked if they would match the offer that Dish had she said that she couldn't but that the Retention department might have a better offer.

    When the guy in retention picked up I explained the offer from Dish and told him that I didn't want to switch and was hoping he would be able to match their offer. He put me on hold to check my account info and when he came back he said he could get me the dvr and 6 month of free HD for the $20 handling fee. After I signed up he thanked me two or three times for sticking with Directv and not switching over to Dish.

    I was just glad to be able to get the deal I wanted without calling a bunch of different times and threatening to switch...
     
  13. LineofSight

    LineofSight New Member

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    Aug 19, 2007
    My "free" HD DVR was installed today. Went well. Installer early. I helped him do most of the wet work in the attic. After he left I noticed that he installed an HR20-100 and not a -700. Isn't that the old model? I want the -700 model, don't I? I am about to call D* and ask them what happened. They definitely said I would be getting a -700 model when I ordered this. Maybe I will get something else for free because of my "inconvenience". We're such beggars.
     
  14. markman07

    markman07 Godfather

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    Dec 22, 2005
    Minnesota

    Both are in production and the HR20-100 is actually the newer of the two.
     
  15. jsherm007

    jsherm007 AllStar

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    Jun 23, 2006
    I'm getting shot down left and right! Can't get a good deal swapping out the HR10. So today I resorted to filing a complaint. I've been a good customer for years, and I have the ST, SF, HD package, etc. So here's where I'm at:


    To whom it concerns -

    Re: DIRECTV account number: 05*******

    I'm forwarding my BBB complaint with my experience with DTV customer service. I would have liked to resolve my problems with DirecTV directly, I tried over three phone calls. However that was not possible after multiple phone calls on 8/20/07. In light of the problems I was left with no option but to file a complaint in regards to unfair selling practices to help mediate the issue. I wish it was easy to deal with DirecTV's CSR's but that has not been the case.

    DirecTV provides a superior television service, no doubt about it and that's why I want to stay with DTV. But I am upset that I paid $299 for a HD Tivo in May 2006 and it is now unusable with DirecTV's new satellite, Sunday Ticket, Superfan, BigTen network, etc. I am being asked to pay an additional $118.95 to get a receiver that will receive the signals. That totals $417.95 in the last 14 month time period on equipment, which is a lot. I know I'm saving money on my monthly bill vs. cable, but factoring $417.95 over 14 months is $29.85/mo that I'd paid towards equipment!

    As I've asked previously, I just want a fair upgrade price on the obsolete equipment that other customers are getting. Please find a way to make this a reality.

    Thank you,
    JS

    ~~

    Below is my complaint filed with the Better Business Bureau:

    Thank you for using the Better Business Bureau's Online Complaint System.
    Your complaint has been assigned case # 39******.
    Correspondence regarding this complaint will be emailed to : me@yahoo.com
    Please print a copy of this for your records.

    Filed on : August 20 2007

    Filed by :
    JS
    Address
    City State

    Filed against :
    DIRECTV Boise Customer Contact Center
    5800 N. Meeker Ave.
    Boise ID 83713

    Complaint Description:
    I'm writing today because my HD Tivo HR10-250 is now obsolete. I paid a few hundred dollars for it last year in May 2006 and now it's not useable with the new stations. I called the CSR's and they are only offering me the upgrade for $99 + $19.95 s/h. None of them are willing to acknowledge the $19.95 upgrade offer that is found here:
    http://www.tivocommunity.com/tivo-vb/showthread.php?t=361301&page=5&pp=30

    here:
    http://www.dbstalk.com/showthread.php?t=62089&page=95

    here:
    http://www.dbstalk.com/showthread.php?t=93774&page=2

    here:
    http://www.dbstalk.com/showthread.php?t=62089

    All I want is a fair deal on a unit that I can use with my Sunday Ticket, Superfan and watching HDTV. Why are there so many games that are played with these offers? Why can't everyone get the same offer the first time? Please upgrade my HR10-250 to the HR20/HR21 for the price everyone else is getting. I'll re-up for two more years if that is needed, but I really think it's unfair to treat every customer different and have to call 5, 10, 15 times to get the deal that I should get with 1 phone call. I look forward to this issue to be resolved fairly.

    Thank you,
    JS

    Your Desired Resolution:
    All I want is the HR10-250 unit I have to be swapped out for the $19.95 price that other customers are getting from DirecTV on HR20-700's as seen in the links I provided above. There is no way that 100's of people have conspired together to lie about the offers they are getting from DirecTV. The offer should be fair to all customers and not a fight with the CSR's.

    This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.
     
  16. falken

    falken Legend

    185
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    Jun 14, 2007
    Really? You filed a BBB complaint because some people get discounts and others don't? Do you file a complaint when a neighbor gets a Best Buy coupon and they didn't send you one? When you ship a package with FedEx and find out that some other corporation get more of a discount than you do? Perhaps when you go the movies and discover children and senior citizens are paying less to see the same movie?
    Really? Really? ... Really?

    FYI: All 3 of my HR20's were free and are owned. Better include that.
     
  17. gdn

    gdn AllStar

    104
    1
    Aug 5, 2007
    Dallas, TX
    Total abuse of the BBB system and a poor filing against Directv. Directv is doing business and delivering good service - you even say their service is superior and you like it and want to continue it. The deals Directv is offering are specials they feel they can and should offer long time subscribers that deserve them to stay.

    Do I think you are one of those customers - probably from what you say - but if you really want it - then read several of the threads here - realize you've got to talk to retention not just any CSR, you've got to be polite - and you very well may have been, then you just have to express that you've received and seen offers from competitors and you'd like to know what Directv is willing to do to keep you as a customer. Chances are you'll get the "shipping and handling" deal - if you don't - then a second try, maybe third at most and you'll get what everyone else gets - if Directv believes your account truly justifies it.

    Give them a fair chance - be nice about it and call the right numbers, and even then if you don't get it - maybe Directv has reason - ask the CSR or then ask for a supervisor.
     
  18. boku68

    boku68 New Member

    1
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    Aug 8, 2007
    Went the e-mail route. Got a call back with a pin. When I called I was all ready to negotiate, but she offered the $19.95 deal right off. Install in a week. Thanks everyone.
     
  19. SFS

    SFS New Member

    2
    0
    Aug 21, 2007
    Long time lurker, first time poster. I have had an HR10-250 for several years, but finally decided to take the plunge for an HR20 and wanted to share my experience. I called the regular CSR and stated that I wanted to get an HR20. She initially quoted me a price of $299.00. I then asked if I could get a better deal. She put me on hold, came back, and said the best she could do was $199.00. Having followed the discussion here and on the Tivo community website, I knew this was BS. I was then polite but blunt with the CSR. I simply said that I have been with DTV for seven years, have subscribed to ST with superfan and have never been late on a payment. I then took a gamble and mentioned that I knew from this website that people were getting better deals. I also mentioned that when I got the HR10-250 it was with the understanding that an inexpensive swap to the HR20 would be possible once MPEG4 HD was available. Finally, I mentioned that although I had superfan I could not take advantage of the interactive features with the HR10-250. I told her I did not want to have to play the game of threatening to leave DTV and be tranferred to customer retention, but that I was aware that this was an option. She then said to me, "did you say you were thinking of discontinuing your ST and super fan subscription, hint, hint?" I took the hint and said I was frustrated and indeed was thinking of dropping ST. She paused, and then said I would get the HR20 and a 5LNB dish installed at no cost. I then got the confirmation # and am scheduled for the installation on 09/26/07. It was a bit of a hassle, but overall I am satisfied with the outcome.
     
  20. Bofurley

    Bofurley Godfather

    324
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    Oct 11, 2006
    KS
    I see on channel 77 that DTv is mentioning the H21 and HR21!
    Has any one received a HR21 yet?
     
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