Moving and upgrading DTV HD -- what a pain...

[Citivas]

I am moving next month and called DTV to find out about coordinating installation at the new house. I figured given that I am an HD DVR customer (the TiVo one so far) that they allegedly promised to upgrade when they sold it to me a year ago they would logically use the move as a chance to at least install the 5LNB dish, if not encourage me to switch the H20… No such luck. They seem incredibly poorly coordinated and it doesn’t just hurt me, it costs them.

Their suggestion:

1. Schedule a Mover’s Advantage. Sign a 1 year commitment. They will schedule one appointment to come out and install the standard 3LNB dish and wiring.

2. Simultaneously pay $299 to “upgrade” to the H20 from the HD TiVo and a second crew will come out a week or so later to replace the first dish with the new one. Sign a second 2-year commitment on top of the 1-year one I just signed.

BTW, they say any previous commitment to “upgrade” me from the TiVo HD box must have been a “mistake” and they offered zero benefits for being an 11 year customer on the cusp of moving (i.e. when it is easiest to jump ship anyway – especially with cable basically offering me HD free since the package deal for both high speed Internet and cable is about the same I will pay for just high speed).

Their “efficiency” did work to my advantage in one way. I am 100 percent sure I signed up for a 2-year commitment when I got the cheap TiVo HD box and antenna upgrade a year ago, and the free programming and rebate, etc. But now they claim my records show that because I “own” my TiVo box, I am under no commitment. So much for that…

In any event, given how notorious DTV is for CSR’s contradicting each other, does any of this sound contrary to what others have experienced recently? I have had DirecTV for 11 years and TiVo for over 6. I have been loyal, though temped before. But seriously, a 3 year commitment, full retail price (i.e. what anyone pays at Best Buy), 2 separate install appointments back-to-back and $75/month versus free HD TV with, granted, a lousy DVR doesn’t seem balanced.

[davecramer74]

hehe, just call up and say "i called to cancel my service". When they ask why, you tell them that you've decided to go with cable because it costs you zero dollars for their HD dvr. I told the rep "its pretty much a no brainer here". 0 or 300 bucks. theyll give you the goods for free. I guarantee it. I was only a customer for 3 years. I ended up dumping them anyways because they wanted to put a 2nd dish on my roof for filipino channels.

Your moving right? theyll put a 5lnb not a 3lnb. Unless your in some far off place. Evereyone i know with directv that moved or has got it in the last year, they put 5lnb's up.

Either way, dont threaten them, call and say it. "id like to cancel my service". their whole tune changes on equipment.

[Citivas]

hehe, just call up and say "i called to cancel my service". When they ask why, you tell them that you've decided to go with cable because it costs you zero dollars for their HD dvr. I told the rep "its pretty much a no brainer here". 0 or 300 bucks. theyll give you the goods for free. I guarantee it. I was only a customer for 3 years. I ended up dumping them anyways because they wanted to put a 2nd dish on my roof for filipino channels.

Your moving right? theyll put a 5lnb not a 3lnb. Unless your in some far off place. Evereyone i know with directv that moved or has got it in the last year, they put 5lnb's up.

Either way, dont threaten them, call and say it. "id like to cancel my service". their whole tune changes on equipment.

I basically did that on the first call. The guy was a robot -- completely disinterested. He said "that's your choice" and left it at that... Not surprisingly. The posts on this Fourm make it clear that it is the luck of the draw with the CSR's. I am justsurprised this is even the standard operating plan -- to do two separate installs and offer zero incentive to upgrade or stay, etc.

[Sir_winealot]

Try calling D* Customer Retention directly ....a search should get you the number....and you'll most certainly get a 'much more better' deal.


As far as the commitment is concerned, it wouldn't be for 3 years, it would only be for 2.

They don't add on the years (it's not cumulative) ...they simply restart the clock from your newest/latest purchase or change.

[patg25]

Man, this is BS. I am also moving next month and am NOT dragging my OTA antenna with me - I planned on calling in a week or so to schedule the the move, expecting the 5 LNB dish. I can't even get DSL at the new house and will have to shell out $50 or so for Comcast cable. Still cheaper since I have 5 boxes, 3 of them Tivos (one HD), and one HD box.

[Citivas]

Man, this is BS. I am also moving next month and am NOT dragging my OTA antenna with me - I planned on calling in a week or so to schedule the the move, expecting the 5 LNB dish. I can't even get DSL at the new house and will have to shell out $50 or so for Comcast cable. Still cheaper since I have 5 boxes, 3 of them Tivos (one HD), and one HD box.

Well, don't hold your breath for the 5LNB dish. I tried called retenetion and got no better. But even assuming I am getting unlucky with the CSR lottery and you get a better one, they will likely tell you that the HR20 is on back-order and they won't do the 5LNB dish unless you get it and they won't install it before they can hand you the box. So unless you want to move-in with no service (or you can find a new box online or at Best Buy and pay full price) you will have to let them install your existing equipment and 3LNB dish then get the other dish later.

DTV is wasting is own money on this. Really short-sighted.

[patg25]

Comcast, here I come...

[divedude]

Their “efficiency” did work to my advantage in one way. I am 100 percent sure I signed up for a 2-year commitment when I got the cheap TiVo HD box and antenna upgrade a year ago, and the free programming and rebate, etc. But now they claim my records show that because I “own” my TiVo box, I am under no commitment. So much for that…


Be very careful in thinking you are getting out of the commitment just because they claim their records show . . .

Six years ago DT didn't send a bill one month. So I call to see what the problem was. I just wanted to pay my bill. They informed me I didn't have an account and didn't get DT. I have had an account since the first bird was put in service. I told them my account number and even played the audio of several DT programs for them over the phone. I spent over 6 hours talking to everyone and their managers. I even told them I would just send in the bill and include my account number. They said because I didn't have an account they couldn't accept the money. I did it anyway and they sent the check back. For the next six months I had service and no matter what I said, they claimed I didn't have an account.

And then after six months I got a call from a collection agency wanting my past due bill :eek: Needless to say I was burned up :mad: After several calls I finally sent a letter to the DT presidents office. We had a few calls where they apologized for the problems and gave me a free year of service for my trouble.

So, just be careful when they say something doesn't show up in their records.