Free upgrade?????

1983 Views 9 Replies 6 Participants Last post by The Merg, May 23, 2012

fingerstyle

Discussion Starter · May 22, 2012

I just received an email from DTV telling me that as a loyal customer I am entitled to a free Equipment upgrade. It's probably just a coincidence that I had emailed them last week about my HR20-700 that has been acting up and may be slowly dying.

Following the links provided it seems that I can get a new HD DVR for the shipping handling fee but there are some unanswered questions. What will they send me? Says its their discretion and I get that but I'm still wondering . The "cart" lists a $6 charge for an additional TV. I assume that's a monthly fee but I don't want an additional TV I just want to replace the DVR I have.

So.......what should I know before doing this and what is DTV not telling me?

Thanks

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The Merg

· #2 · May 22, 2012

"fingerstyle" said:
I just received an email from DTV telling me that as a loyal customer I am entitled to a free Equipment upgrade. It's probably just a coincidence that I had emailed them last week about my HR20-700 that has been acting up and may be slowly dying.

Following the links provided it seems that I can get a new HD DVR for the shipping handling fee but there are some unanswered questions. What will they send me? Says its their discretion and I get that but I'm still wondering . The "cart" lists a $6 charge for an additional TV. I assume that's a monthly fee but I don't want an additional TV I just want to replace the DVR I have.

So.......what should I know before doing this and what is DTV not telling me?

Thanks

If you just want a replacement for the HR20, you would need to call and see if they will replace it as a defective receiver. This would keep you from having your commitment extended for 2 years. The replacement can be any HR2x receiver that is available.

If you take the offer being presented to you, the additional $6 fee will only come into play if you do not deactivate one of your receivers when you activate the new one. You will end up with a 2 year commitment if you accept this offer. Also, as with the replacement, you can get any kind of HR2x receiver.

- Merg

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fingerstyle

Discussion Starter · #3 · May 22, 2012

I don't really care about being locked in for another 2 Years. Cable options here are pretty bad.

So if I deactivate the The existing DVR the $6 fee doesn't apply-do I have to send the old one back? Should I assume that any HD/DVR they send me is better than a 5+ year old one that seems to be dying?

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HDSC

· #4 · May 23, 2012

Same unit HR20-700 my HDMI connection was intermittent but it was not my cable as I checked it on other units and had no problems with cable. They exchanged defective unit and sent me a brand new HR21-200 (mfg2008). No over the air now, even though I did ask for AR21. But they did not extend my contract. Good luck!

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yosoyellobo

· #5 · May 23, 2012

About four months ago they replace my Defective HR20 for a HR24.

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TomCat

· #6 · May 23, 2012

The Merg said:
...The replacement can be any HR2x receiver that is available...

The Merg's answers are typically about as accurate and as good as it gets here. He's a great resource.

But just for the sake of clarity, I think what he means is not that you would have a choice from what is available as much as you have no say and they will choose for you based on whatever whim strikes them and whatever is lying in front of them. IOW, Dealer's choice rather than customer's choice. This means that your "free upgrade" of a HR20-700 could even be...

...a refurbed HR20-700.

But that is not to say that a refurbed '20 is a bad thing; in my view that may be a good thing. It may be better than anything else you could get other than a '24. On the other hand, it is also likely 5 years old, so may be equivalent to buying a 15-year-old car.

If it were me, I would ask them to elaborate. If it is an "upgrade", and there is a chance that you might get the same model, I would ask them point blank, "how is that considered an upgrade?"

Honestly, that sounds more like a roll of the dice. I fail to see the value in that for either them or the customer. Maybe its an upsell opportunity for them.

But if you have a dying DVR, it is good to begin a dialogue with them, and this may be a good opening. If it were me, I would let them add another DVR, carry both on the account for a month or two, and during that time record only on the new and play back and view all of the content on the old, then downgrade to the new unit. Otherwise, you give up all of your current recordings at a hard cutover point.

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fingerstyle

Discussion Starter · #7 · May 23, 2012

So my best bet is to call instead of ordering through the website?

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TomCat

· #8 · May 23, 2012

fingerstyle said:
So my best bet is to call instead of ordering through the website?

I think its always better. That way you are on record with a human being as to what is agreed upon. It may not matter, but that would be my choice. The computer can't answer that pointed question, either.

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peds48

· #9 · May 23, 2012

DirecTV currently has no path to upgrade an older model receiver to a newer model or the newest model. The upgrade being offered is as if you were adding another HDDVR to your account, thus it requires a new to year commitment. if your HR20 is dying a slow death, you might want to call DirecTV and request a replacement receiver, the will send you whatever is on the top of the stack, but it will not renew your contract with them. The CSR is offering this "upgrade" on false promises so that they can lock you in on another 2 year contract, when they likely know that the there is no current way to promise a brand new HR24. those who have gotten one is just pure luck

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The Merg

· #10 · May 23, 2012

TomCat clarified my point. When you get a replacement for a defective receiver or order a new receiver, DirecTV will send you whatever is available in the warehouse.

In your case, I wouldn't go with the upgrade deal. If your current HR20 is having issues, see if they will replace it as a defective receiver. You will get a replacement and not be under a commitment. Also, with the HR20, if you specify that you use OTA, they will try to replace the defective HR20 with another HR20. Also, if they decide to send out a tech as opposed to just shipping you one, you can sometimes get a new HR24 (as opposed to a refurb) as many techs are now carrying new HR24's, although that is not always the case.

If you opt for the "upgrade", after you deactivate the old receiver, you will need to send it back. The one benefit with doing the upgrade route is that you can keep the old receiver active alongside the new one while you watch the recordings off the old one. Once you are done with the old one, you would deactivate it at that time.

Calling up and ordering the upgrade will have no affect on what type of receiver you get. It would just be the same as doing it on-line. The only benefit with calling up is if you can convince them to send out a tech to deliver the receiver as opposed to shipping, you can have the CSR put in the notes for the receiver to be a HR24. While the notes don't have much impact on what you get, if you get a good tech and they see the notes, they will usually try to honor your request if they can.

- Merg

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