D*, Good service issue?

jejenkins · 05-10-2006, 10:58 AM

Two things, one is after about 5 hours on the phone, talking to dozens of "technicians", D* was of no help in determining a multiswitch problem..... I even told them that is what is was. So went on my own, go it fixed.

Second, I am wanting another DVR, specifically the R15. So I called D*, asked if I committed for another year or two, would I be able to get the DVR for free? I explained my dilema as if I switch to Dish N* then I could get a free one by committing to their service, but that I like D* and would appreciate any help. He said, no we can sell one for $99, plus 19..95 shipping and a 2 year commitment. Why is that appealing? So I said, well I guess I'll have to cancel my service and switch to Dish N*. His response, the regugitated "So, have I answered all your questions to your satisfaction?". I don't get it, I have been a D* customer for 5 years, great standing, no "freebies" in the past, no complaints, etc.......Wouldn't it be in their best interest to do things to retain their customers? Any ideas as to how to go about this? Am I just being a greedy punk? I really don't want to switch to Dish N*, but......if it means getting a free DVR and install......why not?
What do you all think?
Jon

litzdog911 · 05-10-2006, 11:16 AM

Try calling back and talk to a different "customer retention representative". You might get a different answer. Personally, though, I think you're being a bit greedy .... are you expecting a free DVR because of your hassles with the multiswitch, or just because?

tryptoneCRG · 05-10-2006, 09:30 PM

Couldn't hurt to try. Call D* and plead your case. Mention your thoughts of leaving. If your account is as sparkling as you make it sound then you should have some luck with the retention reps. CSR roulette will not work though. We are well trained to document each call. Your best bet is to BE NICE and stick to your guns, but be ready to follow thru with what you say if the CSR calls your bluff.

Hope it works out,

rick

jejenkins · 05-11-2006, 07:11 AM

Well, my reasoning is kindof both for wanting the DVR. All the troubles with the multiswitches (it has happened more than once) and the unwilingness to try and help. I dropped nearly the same amount of $$ as a DVR for fixing the bad install they made and replacing the faulty multiswitch.
THe other is just greedy I guess

Thanks for giving me the straight-up. To be completely honest, I am not good at "negotiating" that stuff, I don't ever try and "get " things from businesses. That's probably why I haven't ever gotten anywhere with obtaining stuff. Wife says I am too nice, but please don't share that with anyone

Thanks for the input. Probably just end up buying the thing. SO, my next question comes......
I have a Hughes with Tivo now, what would be the best route to go.....buy the R15 form D* or buy aftermarket (direct from Tivo or other) DVR?
You guys are great.
Jon

JimSpence · 05-11-2006, 08:49 AM

If you buy from DirecTV you are actually leasing the box. You won't be able to get a DirecTV DVR from TiVo. I'd try to get one from an online dealer.

And check the DBSTalk forum for info on the R15.
http://www.dbstalk.com/forumdisplay.php?f=106

Tonedeaf · 05-11-2006, 09:12 AM

Call 800-824-9081. That is retention and are always more than willing to work with me everytime I have called. I have never threatened to cancel to get either good deals on programming or equipment.

jejenkins · 05-11-2006, 09:37 AM

Quote:

Originally Posted by JimSpence

If you buy from DirecTV you are actually leasing the box. You won't be able to get a DirecTV DVR from TiVo. I'd try to get one from an online dealer.

And check the DBSTalk forum for info on the R15.
http://www.dbstalk.com/forumdisplay.php?f=106

So, I am sure you know more about boxes than I do. Would you be willing to recommend a Tivo box? I want to keep the Hughes box and just add an additional one with more storage. As far as features.....I would just like one that is able to connect to my home network and eventually network Tivo boxes. I understand the Hughes can be networked with a hack.....but not interested in that right now.
Thanks,
Jon
BTW, I do not have HD programming, am getting an HD ant. for local stations broadcast in HD, but would you recommend going ahead and getting an HD box to allow HD programming in the furture if I decide to get it? Or just save the money now and upgrade to HD in one fowl swoop.

Stanley Rohner · 05-12-2006, 12:15 PM

5 hours on the phone talking about a multiswitch ?

You must have really gotten into a detailed conversation about it.

jejenkins · 05-17-2006, 03:02 PM

Quote:

Originally Posted by Stanley Rohner

5 hours on the phone talking about a multiswitch ?

You must have really gotten into a detailed conversation about it.

IF I would have been talking to someone who had any knowledge of multiswitches, it should've take 5 minutes. On one about 1 hour call I told my story to 5 different folks (after waiting to be transferred forever) and there response was let me transfer you to the correct department with someone who handles this. Each time, transfer. The final person said that it was "normal" procedure for installers to cut 2 of the 4 wires from the Phase III dish and leave them hanging cause you "really only need one" cable from the sat. Whatever.....I just think it is a sloppy and lazy way of doing things. If indeed you only "need" one or two, then at least properly terminate the other lines and coil them and make it "pretty". Oh well, I bought a zinwell 6x8 and did it right myself. AND, it solved all my issues with signals. Sometimes if you want it done right, you just gotta do it yourself. (Just don't understand why we pay for service or can't get sloppy installs fixed).