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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. Elistan98

    Elistan98 Legend

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    Sep 18, 2006
    http://directv.com/DTVAPP/customer/howToReachUs.jsp

    You email them at the web site. I included a direct link above, otherwise you go to the main site and select Customer Service and Contact Us.
     
  2. cavihitts

    cavihitts Godfather

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    Mar 11, 2007
    If you have a HR10-250, there is an offer for a HR20 upgrade for $99 + $19.95 for handling. The person who quoted you $199 was not looking at everything. That is an offer that requires no type of crediting as well as under that offer, you keep the HR10-250. You got a better deal obviously I was just stating that is an offer an should not have to have an hasling or "bargaining". If nothing else the CSR would not have to credit as much.
     
  3. kahleeb

    kahleeb New Member

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    Mar 30, 2007
    The above is the final outcome of my deal earlier this year. Since then, I upgraded to the SD R15 DVR unit for my office. This unit is a total piece of crap and I have hardly been able to watch TV due to all the bugs--especially those associated with fast forwarding and 30 second skips.

    DTV replaced the R15 and it did not solve any of the problems because they are all related to the horrible design and software. However, I failed to return my old unit because I forgot to. When $200 appeared on my bill I remembered and called to get a new shipping label sent to me so I could return the unit. While on the phone I explained the situation again and was given an option to get a HR-20 HD DVR for my office for only $19.95 plus tax. I jumped on that offer and hope I never have to deal with SD receivers again!

    I have no idea how I got such a great deal on this second unit when I didn't even go through customer retention. I just spoke to the specialist that answered the phone at 888-355-7530.

    So to sum it up:
    $299 HR20 HDDVR - Broken into 3 Payments. First payment paid for - so $199 total
    $10 X 12 ($120) for a free year of HD Programming
    $6 X 6 ($36) for 6 months free DVR service
    $21.63 HR 20 HDDVR - Paid only S&H + Tax for our second TV
    $64.64 Total paid for two HR20's
     
  4. Groundhog45

    Groundhog45 Hall Of Fame

    4,581
    89
    Nov 9, 2005
    Cedar Park,...
    It sounds like some people used the mover's connection to get a discount on a HR20. Has that worked for many folks? That option may come up in a few months and I want to be prepared. Thanks.
     
  5. rflor

    rflor Cool Member

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    Sep 12, 2006
    Longtime Lurker posting on my HR20 upgrade experience.

    My background: D* customer since 3/2000 with NFLST that entire time. I've had HD since 2002 and an HR10-250 since its introduction (ie, I paid $1000 for it). I've also been lucky enough to have the HD National channels since 2004 as well. I decided to go and take the plunge and upgrade to an HR20 plus the 5LNB dish.

    CSR #1: She completely plays dumb on me. Tells me the only option is $199 + shipping. I told her that a "friend" had just upgraded to an HR20 for $99. She had the audacity to tell me, "Sir...you must have mistaken your friend's H20 for an HR20...there is no way we could offer the HR20 for that." Yeah...thanks for letting me know...now please transfer me to retention.

    Retention CSR: He doesn't even hestitate. He offers me the HR20 for Free + shipping. I tried to get him to throw in an H20 as well for my bedroom TV. No dice there...he wouldn't budge off $99. Whatever, I'll just move the HR10 to the bedroom and cross my fingers the National HD channels don't get turned off. :D

    Installation is scheduled for next Tuesday. Thanks to everyone on the board for providing their experiences...really helped me out.
     
  6. Michael D'Angelo

    Michael D'Angelo Lifetime Achiever

    10,839
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    Oct 20, 2006
    The national HD channels will be turned off at some point but probably at least a year away. In about six months or so you could probably get a free H20. I would call back then.
     
  7. Pony Express

    Pony Express Banned User

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    May 30, 2007
    I think this rep fed you another line hoping you would acquiesce. Since this post I have been watching and reading as more and more customers (myself included) continue to get free DVR's and free HD service from Customer Retention.

    While you may have jumped the gun it looks like it worked out OK if you are satisfied with the deal.

    Many Thanks to all of you who posted your suggestions, tips, strategies, etc.

    What worked for me was emailing Customer Service and presenting my case. True to form I received an email reply and a call from Customer Retention. When I called them back there was no haggling. The CRS was very courteous and accepted my terms:
    Free HR20 (paid for S&H)
    Free R15
    Free Installation with New Dish and cabling up to 125'
    Free HD Programming for 12 months
    I didn't bother to push on the Premium HBO discount since the R15 added more value.

    My first experience was the same - no promos, no deals. You have to get higher up.

    If you plan carefully, have a good history with D*, and are patient, you should be able to get the same kind of deal. Just be very prepared when you begin the process.

    -PE
     
  8. rflor

    rflor Cool Member

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    Sep 12, 2006
    Do they not turn off the National HDs when you get your local MPEG4s? (Chicago, in my case)
     
  9. jutley

    jutley Godfather

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    Oct 11, 2006

    Well today it finally happened...the CSR roulete paid off. Yesterday I spoke to the 3rd CSR in retention and she basically told me to pack sand...she would only do $199 for the first HR20 and $299 for the second. She wouldn't even honor what I was told last week. I was hot by the end of the conversation and considered calling Dish right then but figured I better cool off before I did anything irrational that I regretted later. I decided I would call Directv on my way to work this morning and see if I could get anything done. After 3 CSRs and over 40 min on the phone, I got two HR20s for $99 each and HD programming for free for 12 months. I am completely satisfied with that offer since I got 2 free R-15s last October. I feel like I got a fair deal and so did Directv.

    My only concern is this...the orders show (the rep had to do two separate orders) when I login to my account and the first one show that it is scheduled but the second shows not scheduled and says to call them to schedule. Is that common or do I need to call them?
     
  10. Rickylane

    Rickylane New Member

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    Jan 25, 2007
    I recently upgraed to the HR20 also, and began the process by emailing Customer Service and giving them the "offers" I was being given by local cable, and Dish. Basically that they were giving "free" HD DVRs to new customers and I would prefer to stay with DTV, but these offers were very tempting. I then asked what they could do to "match" these offers. I received a phone call the next day with a 4 digit pin# and was told to call back. Ended up with free HR20 (19.95 S+H) and a free R15 and free AT9 install including new wiring. I was happy! They really don't want to lose customers, so just let them know about the competitions deals. Seems to work.........
     
  11. debor

    debor Cool Member

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    Aug 12, 2002
    Hello Everyone...just a quick recap of my mostly positive experience.

    1. Called early last week, went to retention, and was offered the $19.99 deal with a 2 year commitment. HDDRV, New Dish, Install, Move old DirecTivo and run new 2nd line.
    2. Had an install date of last Friday, and a Ma & Pa/husband and wife crew showed up, very unprofessional, and said a 40 foot ladder crew needed to come out for my non-40 foot roof.
    3. Call DirecTV, was giving the # to the local installer, who was apologetic and rescheduled me for yesterday.
    4. New installer showed up, did not need a 40 foot ladder and easily reached my roof with his 25 foot ladder, and said most likely the other crew just didn’t want to do the job. He did a great job and it took about 4 hours to do everything.
    5. I now have a small children’s sled on my roof, and am enjoying glorious HD.

    All for now…

    debor
     
  12. Michael D'Angelo

    Michael D'Angelo Lifetime Achiever

    10,839
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    Oct 20, 2006
    As of right now no. I still have NY CBS channel. That is the only one that I had.
     
  13. TimeShifter

    TimeShifter AllStar

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    Dec 27, 2005
    Ok, with the impending HD roll out, I finally made the call yesterday to swap out my two HR10-250s. The initial CSR was as uninformed as you might expect. Said all I needed was a B-band converter, and my HR10-250s would work just fine with the new HD channels. I asked to be transferred to retention. My deal was as follows.

    An HR20 for $99 + shipping charge.
    A second HR20 for free + shipping charge, on a separate order.
    A new dish, free.
    2 yr. commitment

    A $19.99 credit for the shipping charge on the second HR20
    12 mo. HD programming for free.
     
  14. STEVED21

    STEVED21 Godfather

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    Feb 6, 2006
    Has anybody had any luck in not only getting a great deal, but also getting them to ship it with out an install appoinment? Have the 5 lnb dish, & all the wiring I need. I don't want to take off time just to hook up the box. Thanks
     
  15. Michael D'Angelo

    Michael D'Angelo Lifetime Achiever

    10,839
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    Oct 20, 2006
    They will not ship it. I called yesterday and got another HR20 and they will not ship it. A installer will be bringing it out tomorrow. I have tried a few times when ordering other equipment to have them ship it but they will not.
     
  16. MRinDenver

    MRinDenver Legend

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    Feb 3, 2003
    First, I have been a DirecTV customer since '99, with automatic payments made from my debit card for premium programming package, hd, etc. Basically $135 a month.

    In early July, I will be returning back to the metro area from my vacation home where I moved my service address a few years ago. You understand why I moved out of town in the first place.

    I have two HR10-250s plus a Sony HD200. Nice receivers. I will possibly miss the TiVo interface, but by looking at the promised HD lineup, it is time to do the mpeg4 upgrade.

    I started my process by 1) reading everything in this thread, and 2) sending them a nice email explaining that a move was imminent, that I had the choice of staying with DirecTV or going to Comcast. And that while staying with DirecTV was my first choice, it was not my only choice. All with a smile in my voice.

    I got an email reply the next morning, saying that an appropriate CSR would contact me within 48 hours. I waited a week; when no one called, I knew I had a possible advantage. I then emailed them again, politely asking that they not make promises they couldn't keep and stating that if they did not want me as a customer, that was OK by me. But that I still hoped to hear from them before I chose Comcast.

    I got a call in less than six hours. Nice guy. Sincerely wanted to help, IMO. No hassle, no negotiations. Within 3 minutes of the start of the conversation, he offered two HR20s, one H20, the 5 lnb dish, the new multiswitch, "professional" installation (my wiring is in place) and activation of the units at zero cost to me.

    Zero $. No s&h, no "credits", just the standard two year commitment.

    I am more than happy. If the install is this smooth, a two year commitment is nothing!
     
  17. Hokyfan

    Hokyfan New Member

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    May 28, 2007
    It took 3 phone calls over a 4 day period with lots of questions asked and lots of asking 'why charge me?' I've been a long time customer - both D* and HD - and I told them I was upset having to pay for equipment I did not own.

    I finally got to customer retention - and the CSR tried to give me every 'reason' why it was a good idea to pay the $199. Then she said I was entitled to a $99 fee. Then finally she told me everything (HR20-700, 5LNB Dish, new multiswitch and installation) for only $19.95+tax for delivery and handling, and a two year commitment. And I could keep my HR10-250.

    I said OK - now I'm only dreading a sharp increas in D* monthly fees.
     
  18. syphix

    syphix Hall Of Fame

    2,113
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    Jun 23, 2004
    Closest I got was credit for my purchase at a local Best Buy. For the longest time, they weren't willing to deal. Then I shot off an email, and waited. I got a call, offering $100 credit (so, basically $199 still). I politely said no, then let it go.

    10 days later I decided I simply wanted the HR20, and $199 wasn't too unreasonable. So, I purchased it at Best Buy ($320 w/ taxes) and drove home, on my way calling DirecTV to ask if they would be willing to give me the $100 credit instead of me purchasing it from them. They said sure. I said, "Since you're not having to send an installer out, would it be out of the question to ask for some programming incentives as well?" She said, "No problem...how's HBO for 3 months free?"

    Not bad, IMO. Worked out to about $181...but I just got paid $300 for a job from a LONG time ago (wrote off even collecting on them!!), so I'm actually a bit "ahead".
     
  19. liquid4012

    liquid4012 New Member

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    May 30, 2007
    This pisses me off. I am moving to a house this weekend and have been a customer of D* for a few years. I have an HR10-250 and asked the CSR if I could have a 5 LNB dish rather than the 3 LNB in case I wanted to upgrade my receiver in the future. I was told that the 5 LNB dish will not work with the HR10-250. I asked him if he was 100% positive about that, and he gave me a snide "yes, I'm sure." Next thing he does is tell me the R20 is compatible with the 5 LNB and he would give me that for $99 and I could keep the HR10, but the new receiver would be leased and a 2 year commitment would be required.

    So, judging from the posts here, the guy was outright lying to me about the HR10's incompatibility with a 5 LNB? What kind of business are they running there?
     
  20. pjo1966

    pjo1966 Godfather

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    Nov 20, 2005
    Most likely he wasn't lying, he was uninformed. Play CSR roulette and give them another call.
     
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