Need some guidance prior to getting HR34

Ok....here is my install story.....been with Directv since 1995. I called and asked about replacing my HR20 with an HR34 (Genie). The first CSR mentioned that the price had gone down and it would run me $299. I told her it was not worth it to me and that once my commitment was up I would have to seriously consider Fios or Dish. She immediately told me to hold on and I would be connected to someone who may "have a better deal". I assumed that meant retention.

I was connected and asked about replacing my aging and slow HR20 with the HR34. She came back with a price of $199....I said no and mentioned my years with them and maybe having to consider another TV option. She put me on hold and came back a couple minutes later with a "solution". She said that she could consider this upgrade as a "move" and that it would only cost me $19.95 plus $1.00 tax. That would include the HR34 and any additional equipment needed to get me up and running. I said, "only $20.95 total?" She said yes. I said let's do it!

They came out yesterday.....of course a half hour late...outside of their four hour window. First hiccup was where to put the new slimline dish...since my ancient AT9 would not work, they said. The AT9 is mounted near the peak of my two story house. They claimed that they were no longer allowed to climb roofs and could only mount where their ladder would reach. So, to make a long story short....they mounted the dish above a gutter on the other side of the roof. They swore it would work. I was skeptical at first but figured they knew what they were doing.

This means of course that I now need to remove the old AT9 when I get a chance.

They ran new RG6 from the dish to a SWM16 mounted on the side of the house where the original cables come in. Looks great.

Everything was set up inside and they left.

I tried the whole home feature and it was not turned on. Called Directv and they set that up. Got off the phone and recorded something on the HR34....tried the whole home and neither box....HR21 or HR34 could see the other's playlist......I thought "crap!"....it was late.....I'll call them in the morning....something must have not been installed right.

Signal strength was surprisingly good.low to..mid-90's.....I think I can do better....I tweaked the old dish with a friend and came up to high 90's on that. Another project for another day....easy fix though.

Checked this morning and the software had been updated overnight....low and behold......the whole home now works!

So far, so good.....PQ appears excellent.

The main thing to take from this is....if you want a great deal.....you may be able to exercise the "move" option.....however, keep in mind that you have the two year commit and you cannot use the move option if you are really moving in that span of time.

Bill Broderick said:

He wasn't accusing you of doing anything wrong. He was pointing out that the DirecTV sales person did something wrong and that it's possible that what he did could be caught by internal audits, which could cause problems for you in the future.

Here is a post by someone else who had a phantom move done by the sales person, and ended up having a problem further on down the road.

It didn't matter that a DirecTV employee had told that person that there would be no problems.

Click to expand...

Bill....if I came out sounding that way, my apologies.

What I find interesting is that the first CSR in the retention department had to go up the chain....which means her management.....in order to give me this offer. I was expecting a "$49 for installation" charge at best which I have seen mentioned in these forums and would have been happy to accept.

I never even heard of such a thing as the move offer but accepted.

YMMV, but I personally don't think for me this will ever be an issue unless I move prior to two years going by.

In my area I have multiple options for TV service and I personally don't think they wanted to lose a good customer who has been with them for 17 years.

I'm sorry I even mentioned it now, but thought I would tell my story as many others have on this great forum.

Thanks for the heads up though and the "buyer beware" for others.