Seriously??

10453 Views 49 Replies 24 Participants Last post by hasan, Jun 20, 2012

Fuzzybear

Discussion Starter · May 21, 2012

I have been a D* customer for 12 years and I called today to ask about an upgrade to the HMC and they stood firm on $399.00; not even half price, not anything. I then asked about moving to a SWM 8/16 since I am currently at 9 tuners (4 HD DVR) (1 SD DVR) and two dishes. They insisted on $249.00 including truck roll. I don't get it.......

I know there are promo's for existing customers for the HMC unless people on this forum are not being truthful but D* says no.

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The Merg

· #2 · May 21, 2012

Currently the promo for new customers is $99 for a HR34. Current customers are not currently feeling any love from DirecTV with regard to the HR34, although a few have been lucky to get discounts.

The $249 you were quoted for converting to SWM is basically the upgrade price for MRV. The cost is $199 for that, plus some people are also charged the tech visit fee of $49.

The only thing you can do is trying to call back and see what another CSR might offer you or wait a while and call again then.

- Merg

hdtvfan0001

· #3 · May 21, 2012

I suspect what you are witnessing is an evolutionary change from the various major "incentive" reductions and/or "promotional giveaways" of the past.

In the last few financial reports to the financial community....DirecTV management had made it a point to mention how expensive this previous proactive has been, and how they intend to reduce those kinds of costs going forward.

Fuzzybear

Discussion Starter · #4 · May 21, 2012

The Merg said:
Currently the promo for new customers is $99 for a HR34. Current customers are not currently feeling any love from DirecTV with regard to the HR34, although a few have been lucky to get discounts.

The $249 you were quoted for converting to SWM is basically the upgrade price for MRV. The cost is $199 for that, plus some people are also charged the tech visit fee of $49.

The only thing you can do is trying to call back and see what another CSR might offer you or wait a while and call again then.

- Merg

I see.......thanks for quick reply. I guess I will sit tight then.

Groundhog45

· #5 · May 21, 2012

If you're not currently under a contract and not receiving any promo discounts, you might try calling the retention office. They can sometimes still make allowances.

Fuzzybear

Discussion Starter · #6 · May 22, 2012

Groundhog45 said:
If you're not currently under a contract and not receiving any promo discounts, you might try calling the retention office. They can sometimes still make allowances.

The first CSR I talked to claimed that D* didn't have a retention department.

The second CSR tried a little harder to reduce the fees of a SWM 16 install and offered a reduced fee of a drop ship HD DVR but that would trigger a new 24 month commitment.

Neither of the above CSR's would not budge on the HMC so I tried a different route. On the third call, Instead of the free HD DVR they offered a free install of the SWM 16 and waived the fee for the truck roll. I will just pony up to Solid Signal for a new HR24 and try again in a few months for the HMC when circumstances change for existing customers.
I avoided a new commitment (which really isn't an issue) and I am getting what I pay for from SS;

Do the CSR's Regularly talk out of both sides of their mouth? Or is it a lottery as what deal is available at any given time?

Thanks for the replies, you guys are great!

wahooq

· #7 · May 22, 2012

you will still have a commitment from solid signal

Alebob911

· #8 · May 22, 2012

Yeah like wahooq stated 24 month commitment on all leased equipment. But like you already stated no big deal. Just looking out for you! :lol:

Scott Kocourek

· #9 · May 22, 2012

2

A clip from the SolidSignal site under features:

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damondlt

· #10 · May 22, 2012

According to the Directv website, HR34's are not even available to existing customers.

http://www.directv.com/DTVAPP/content/technology/hmc_receiver

"Available only to new DIRECTV customers. Limit one per customer. Available to all DIRECTV customers later this year. "

MRinDenver

· #11 · May 22, 2012

damondlt said:
According to the Directv website, HR34's are not even available to existing customers.

http://www.directv.com/DTVAPP/content/technology/hmc_receiver

"Available only to new DIRECTV customers. Limit one per customer. Available to all DIRECTV customers later this year. "

That is not exactly true.

I am an autopay customer since 1999, with no current commitment. Yesterday I emailed my interest in a upgrade of equipment and service. I wanted to replace one HDDVR and get Whole Home.

I know, and they know, that I could get everything free from Dish at this point.

By mid-afternoon I was sent a PIN for a call-in (I assume it was Retention, but it was not IDed as such when I called.) I politely explained my position and my hopes. Came away with an HR 34 for $299 with the install and the Whole Home setup and connection free, plus more than $300 in programming credits (that I did not ask for) volunteered by the CSR.

Basically a zero sum transaction where I ended up with what I wanted and then some. But you have to be a long term customer in good (preferably great) standing with no commitment willing to make the jump to the competition if necessary.

The CSR was as polite as I was and extraordinarily helpful.

Install is a week from today.

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Fuzzybear

Discussion Starter · #12 · May 22, 2012

Ok on the 24 month deal......

The installer that is here is telling me that I don't need the DECA system?? I thought the Ethernet way was unsupported?

Stuart Sweet

· #13 · May 22, 2012

Ethernet is completely unsupported; the CSR is wrong.

Herdfan

· #14 · May 22, 2012

I ran into the same issue with my parents. Customers since 1996 on autopay, Premiere package etc. They had about 4 months left on their commitment and the CSR's refused to budge. Wouldn't transfer me (my parents are 83 and 92 so I do all the calling for them) to retention etc. Basically said everyone on the internet was lying. Said we got our freebies back when we originally signed up. Told him to check the account creation date and that back then there were no freebies. Still wouldn't budge.

I told him thank you and if he was bored in a week or so to check back to this account, even gave him permission, just to see what transpired. No idea if he ever did.

Sent an email to Ellen explaining I wanted an HR34 for $99 as others were getting as we had been a very long term customer with a top package. Didn't threaten to leave, but instead just stated my case.

My parents got a call within 4 hours giving them that deal.

Stuart Sweet

· #15 · May 22, 2012

In the last financial call, there was talk about cutting back on incentives. It seems that in Mr. Bear's case they may have cut back too much.

infounlim

· #16 · May 23, 2012

FYI, I was able to get an HR-34 installed for $250 2 weeks ago. I sent an e-mail to the OOP, got a call back in about 2 hours, and was able to get it for $250, I pushed for $199 but we compromised. I was out of contract at the time.

Fuzzybear

Discussion Starter · #17 · May 24, 2012

I like the MRV now that it's up and running with my 4 HD DVR's and an H25 but I think it's (spin the deal wheel) when it comes to freebies.

onebadmofo

· #18 · May 24, 2012

Fuzzybear said:
I have been a D* customer for 12 years and I called today to ask about an upgrade to the HMC and they stood firm on $399.00; not even half price, not anything. I then asked about moving to a SWM 8/16 since I am currently at 9 tuners (4 HD DVR) (1 SD DVR) and two dishes. They insisted on $249.00 including truck roll. I don't get it.......

I know there are promo's for existing customers for the HMC unless people on this forum are not being truthful but D* says no.

Yeah I put in my cancellation notice today effective this coming Monday. Sounds like we are in same boat. Been with em for 10 years, called them and wanted HMC for 99 bucks and a deal on ST. They offered me HMC for 149, but then wanted 49 to install it and ST they offered for 139, then pulled that offer back later in the conversation.

Barring them calling me back, I'm gonna attempt to sign up under wife's name next week sometime. If that fails, off to Dish I go...I'm prepared to leave. I still think the long time guys don't get the opportunity to "renew" like every 5 years and get the "new customer" deal....if a fella was smart, they'd switch every 2 years!

superleo

· #19 · Jun 11, 2012

Called last week (first call) to see what type of deal I could get for 1 HR-34, 1 HR-24 and 1 H-25. I currently have 2 HR-21 and 1 H-21, plus some other legacy SD receivers. I did a SWiM + BB DECA + DECA for each receiver + a Zwindle(?) self install. Everything is working perfectly, WHS, internet on all receivers and all legacy receivers working perfectly. So we come to the call... $399 for HR-34, $199 for HR-24, $99 for H-25, $25 for CCK and $50 installation and of course plus tax. Asked if that is the best deal she could offer... went to $399, $99, Free, $25 and $50. So No thanks!

Second call, same as best offer, need approval not to charge installation but not sure. So No thanks again. She noted in the system that I called. My next call, sometime this week will ask to speak to retention... I let you all know.

DTV needs a more defined policy on upgrades, this is absolutely ridiculous. I don't mind paying for the upgrade, but not retail price. Retail now is $319 for HR-34, $99 for HR-24 and $50 for H-25. I don't need no installation nor support for any of these. If DTV is not willing to give me any kind of upgrade deal I'm better of buying it through other channels which is, once again, ridiculous.

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Ira Lacher

· #20 · Jun 11, 2012

superleo said:
DTV needs a more defined policy on upgrades, this is absolutely ridiculous. I don't mind paying for the upgrade, but not retail price. Retail now is $319 for HR-34, $99 for HR-24 and $50 for H-25. I don't need no installation nor support for any of these. If DTV is not willing to give me any kind of upgrade deal I'm better of buying it through other channels which is, once again, ridiculous.

Do you have the same issue with your mobile provider? Most won't let you upgrade your phone for less than retail until you've satisfied what for most of us is a 2-year contract.

Perhaps it would be smart for DTV to cut upgrade prices for those who have satisfied our contracts.

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