[RMBittner]

I'm wondering what folks think about ordering first-time service over the Internet vs. ordering by phone from an actual person.

I just want to be sure all of the details are squared away. I don't think we'll have the most complex order in the world -- I will be doing the refer-a-friend thing, and ordering both a TiVo unit as well as an HD DVR and a couple of receivers, along with, possibly, an AM21 -- but I'm wondering if it's going to be best to talk through our situation with a CSR.

Thoughts? Opinions?

Bob

 

[AquiringSat]

I've had DirecTV for over a month now, and Still haven't called them for anything I ordered everything off their site, instillation was a breeze, and everything has been good since. I just ordered the MLB package online as well.

 

[Gcrop]

I ordered by phone on Tuesday. I tried to register for the online rebates and found out my last name was entered wrong into the system so I couldn't register. Called them back this morning and got the last name resolved and created an account. Saw on the account that my first name was also incorrectly spelled. Called them back to fix it. While fixing it he read my order back to me. 1 HD DVR, 1 HD and 3 standards. Incorrect (should be 3 HD, 1 std). So now we have to delete the current order (can't just change current order) and create a new one. Well now the special they had on Tuesday does not apply. So after complaining that THEIR mistake was going to cost me money he lowered today's quote a little (still not what it was on Tuesday). I said that was unacceptable and got sent to his supervisor. She RAISES his quote and said he did not have the authority to lower it to what he did. Long story short (too late) I am losing $192 over the length of a 2 year contract because the guy on Tuesday entered the wrong receivers.

I sent a nasty email to DTV to see if they will rectify this situation. Supervisor gave me her name, EE# and basically told me to take it or leave it.

I should have just done it online to eliminate this type of problem. Pretty infuriated right now actually.

 

[zimm7778]

I ordered by phone on Tuesday. I tried to register for the online rebates and found out my last name was entered wrong into the system so I couldn't register. Called them back this morning and got the last name resolved and created an account. Saw on the account that my first name was also incorrectly spelled. Called them back to fix it. While fixing it he read my order back to me. 1 HD DVR, 1 HD and 3 standards. Incorrect (should be 3 HD, 1 std). So now we have to delete the current order (can't just change current order) and create a new one. Well now the special they had on Tuesday does not apply. So after complaining that THEIR mistake was going to cost me money he lowered today's quote a little (still not what it was on Tuesday). I said that was unacceptable and got sent to his supervisor. She RAISES his quote and said he did not have the authority to lower it to what he did. Long story short (too late) I am losing $192 over the length of a 2 year contract because the guy on Tuesday entered the wrong receivers.

I sent a nasty email to DTV to see if they will rectify this situation. Supervisor gave me her name, EE# and basically told me to take it or leave it.

I should have just done it online to eliminate this type of problem. Pretty infuriated right now actually.

Judging by this you haven't gotten it installed yet. You could always call and cancel the installation and when they ask why tell them. That might get them to do something.

 

[Gcrop]

You're correct that it has not been installed yet (Feb 18 install date). I had thought about cancelling and then going back through the mess of ordering again but it looks like it will be more expensive. I was hoping the email would draw a response but if not, then I might just call back. The supervisor was at a "take it or leave it" point with me. It was actually kind of unbelievable considering how well DTV supposedly worked with new customers (from what I had heard).

 

[RACJ2]

I'm wondering what folks think about ordering first-time service over the Internet vs. ordering by phone from an actual person.

I just want to be sure all of the details are squared away. I don't think we'll have the most complex order in the world -- I will be doing the refer-a-friend thing, and ordering both a TiVo unit as well as an HD DVR and a couple of receivers, along with, possibly, an AM21 -- but I'm wondering if it's going to be best to talk through our situation with a CSR.

Thoughts? Opinions?

Bob

I don't think it matters if you order online or by phone. Just be sure you do the referral with the order or it could get denied. Also, if you do it by phone, you should get an order confirmation email. Be sure to look it over to be sure everything looks correct. Otherwise you may be in the same predicament as someone else that has to cancel and reorder.

Before you order, are you a member of AAA or Costco? You can get additional savings if you are, AAA = additional $10/mo for 20/mo's ($200), Costco = $120 Costco gift card. But you do have to call a special number when you place your order, to get the discounts.

Also, it looks like you have been doing a lot of research and taking your time with the purchase. I'm curious why your going with the HD DVR, instead of the HMC/HR34? For $99, you get 5 tuners and PIP. I'm only asking because others have ordered HD DVR's and 2 weeks later they wanted the HR34. Then you are stuck with paying the full $399 for it.

And I don't know much about Tivo and I know you have to get it for your wife. From what others have said, the interface is an old version. So hopefully its the one your wife is familiar with, so shes not upset when you get it.

Good luck!

 

[awblackmon]

You have another choice. Find a local authorized Directv dealer and go in and visit them. You should be able to get everything answered, taken care of, and install scheduled. I install for a local retailer and I have found the service there is great according to my customers. They love the local touch, and knowing when they call they are talking to a person that lives near them, and not in India or something.