Folks,
This is just another rant post. Sometimes I need to vent.
Recently I have been battling some issues on my system. I've now got case management involved and they are trying to help me out.
While on a call recently, I was offered an HR34 for $199. I told them that I'd sleep on it. (As I have a LOT of receivers)
So I call back and decide to take them up on it. I prepare by hooking up an SWM8 that I had in storage (so now I have 3 switches) and I am dedicating it directly to the HR34.
The person I eventually got to said that they can still honor that $199 price. So then she says they'll add another $49 for install. At $199 I was borderline on this receiver. At $249, forget it. So I told her that I wasn't interested in paying $50 for someone to walk in, plug in the receiver and leave. She told me to wait a minute. She comes back from hold and says that because I've been a good customer for over 13 years, they can waive that install fee.
She was having "trouble with her system" and couldn't place the order. She told me she would place it and call me back within 3 days. I asked her to make notes on the account about the pricing and she said she would absolutely do that.
3 days go by and I hear nothing. I call back today to get a status. I keep getting the run around. First person says, I don't qualify for the $199 price and they can't waive the $49 fee. Huh??? That CSR tells me to call case management. I call them and they tell me the same thing. What the heck? They transfer me over to "verifications". They tell me the same thing.
Here is the kicker.....they offered me that deal. I didn't approach them. Now I did talk them out of the install fee, but the $199 offer was them asking me if I'd be interested. Eventually after 90 minutes on the phone, they come back with:
$399 + $49 install and we will give you $10 off per month for the next 24 months. I begrudgingly agree.
So they go to place the order and they can't put it in. #$%@#$%$%#@%%
The person on the phone is speculating that it is because I am not using DECA and I am ethernet only for whole home. I am using ethernet rather than DECA because I use OTA. Can't have both DECA and OTA. OTA wins as that is more important to me. "Unsupported" ethernet whole home works fine. At this point who cares. Let's just say that this will be standalone receiver and lets order it. Still no go. She keeps trying and trying to put the order in and finally while on hold for the umpteenth time, I get disconnected.
They do make it so difficult for me to like them.
I've been a very loyal customer. I have a very high bill, and for the most part I am a self maintainer with the protection plan.
I was also a little perturbed to find out that I only have 1 owned HDDVR on my account. I am supposed to have 3. Years ago, (April 2003) I bought 3 HR10-250s. (at $1000 a pop). Well, eventually their drives died and with the protection plan, I got replacements. I've lost track of which receiver replaced which, but the replacements for the HR10-250 were to be owned HR20s.
These are just a few examples.
OK...I'm done my rant. For now. So I am dreading calling back in after I was disconnected.
UPDATE: So DTV calls me back. Whew. She tells me that she has to order a connection kit for $49 and a client for $49. What???? They said they need 1 client for every HR34 ordered. So that $399 is really $499. I told her that I have 10 clients (in the form of 10 HDDVRs). Oh well, she said she can waive that fee.
This is just another rant post. Sometimes I need to vent.
Recently I have been battling some issues on my system. I've now got case management involved and they are trying to help me out.
While on a call recently, I was offered an HR34 for $199. I told them that I'd sleep on it. (As I have a LOT of receivers)
So I call back and decide to take them up on it. I prepare by hooking up an SWM8 that I had in storage (so now I have 3 switches) and I am dedicating it directly to the HR34.
The person I eventually got to said that they can still honor that $199 price. So then she says they'll add another $49 for install. At $199 I was borderline on this receiver. At $249, forget it. So I told her that I wasn't interested in paying $50 for someone to walk in, plug in the receiver and leave. She told me to wait a minute. She comes back from hold and says that because I've been a good customer for over 13 years, they can waive that install fee.
She was having "trouble with her system" and couldn't place the order. She told me she would place it and call me back within 3 days. I asked her to make notes on the account about the pricing and she said she would absolutely do that.
3 days go by and I hear nothing. I call back today to get a status. I keep getting the run around. First person says, I don't qualify for the $199 price and they can't waive the $49 fee. Huh??? That CSR tells me to call case management. I call them and they tell me the same thing. What the heck? They transfer me over to "verifications". They tell me the same thing.
Here is the kicker.....they offered me that deal. I didn't approach them. Now I did talk them out of the install fee, but the $199 offer was them asking me if I'd be interested. Eventually after 90 minutes on the phone, they come back with:
$399 + $49 install and we will give you $10 off per month for the next 24 months. I begrudgingly agree.
So they go to place the order and they can't put it in. #$%@#$%$%#@%%
The person on the phone is speculating that it is because I am not using DECA and I am ethernet only for whole home. I am using ethernet rather than DECA because I use OTA. Can't have both DECA and OTA. OTA wins as that is more important to me. "Unsupported" ethernet whole home works fine. At this point who cares. Let's just say that this will be standalone receiver and lets order it. Still no go. She keeps trying and trying to put the order in and finally while on hold for the umpteenth time, I get disconnected.
They do make it so difficult for me to like them.
I've been a very loyal customer. I have a very high bill, and for the most part I am a self maintainer with the protection plan.
I was also a little perturbed to find out that I only have 1 owned HDDVR on my account. I am supposed to have 3. Years ago, (April 2003) I bought 3 HR10-250s. (at $1000 a pop). Well, eventually their drives died and with the protection plan, I got replacements. I've lost track of which receiver replaced which, but the replacements for the HR10-250 were to be owned HR20s.
These are just a few examples.
OK...I'm done my rant. For now. So I am dreading calling back in after I was disconnected.
UPDATE: So DTV calls me back. Whew. She tells me that she has to order a connection kit for $49 and a client for $49. What???? They said they need 1 client for every HR34 ordered. So that $399 is really $499. I told her that I have 10 clients (in the form of 10 HDDVRs). Oh well, she said she can waive that fee.
