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Discussion in 'DirecTV TiVo Powered PVRs & Receivers' started by ebonovic, Aug 3, 2007.
It's more like Earl has learned to speak/write Bott.
Well, then ...I detract my "bunch of crap" statement and reapply it to the "CSR roulette" conundrum that all of us often face when trying to obtain 'said deals.'
LOL. I laughed out loud on that one. And brings back memories of TCF circa 2001.
I tell you...as soon as D* made a change at the top, put a bean counter in charge of these decisions, and the launch of HD channels was successful, I could see the writing on the wall...
I had been waiting patiently for SWM to be available before I called to get a deal (I had 1 HR20 and 3 HR10s)...but hurried and got what I could NOW since I have a strong feeling that those deals are going to be gone very very soon...
even so, all I got was one more HR20...
I have been trying unsuccesfully to get a break on a single HR20 to replace one of my 2 HD-TIVOs. They won't budge, won't do better than 299 even though I have been with them since USSB !!! I am looking at Cox and Dish now since there seems to be no loyalty to long time clients.
They can keep their boat anchors, I daresay.
Me too (since USSB that is). They caved and gave me the HR20 for free right away, guess I just won the CSR roulette that night.
Going for a 2nd install attempt Sunday night, we'll see how that goes...
Anyone have any thoughts on what might be the best day and/or time of day to call? I have 2 HR10-250s and am well out of my last 2 year commitment. Anyone have any luck calling over the weekend?
I used to have great luck calling Saturday mornings right after 11am EST. Of course talk with retention (say "cancel" at the prompt). Seems to get the first shift people in Boise or Oklahoma at the beginning of their day thus they are in a pretty good mood. Been a year or so since I've needed to call for anything though.
Sunday would be really bad this time of year with Sunday Ticket going.
Well I called back to reinstate my account. First guy wasn't even willing to give me the $99 offered to me by the original CSR a week ago and offered $199. I was ready to agree, but we got disconnected (I think he hung up on me)
I called right back and asked for the same guy, but they weren't able to connect me. So the lady (who was much nicer) agreed to $99 and after some urging, a $6/mo DVR discount for 6 months. I jumped on that offer, and she put me on hold to check something. I was then told that they were have a special offer for my area (I live in LA) and received the HR20 for free without even having to pay shipping. I didn't even bother to see if I'd still get the $6/mo DVR discount.
Amazingly, the next available install is next week, so hopefully everything goes smoothly. I guess I'm stuck with DTV for another 2 years. All in all I'm very pleased.
Sunday night?? I am sure that installer will be sure and take his time.
A cautionary tale:
I own two HR10-250s. I called earlier in the week, and got two HR20's for $99 total (plus some programming credits). Or so I was told. Even though I asked the CSR 3 times to make sure we were clear, and wrote it all down, when I called with a billing question 2 days later, i was told, no, you're not getting billed $99 one time -- you're getting billed $99 a month for 3 months. Understandably perturbed, I told them to cancel the order, and cancel my service. (meanwhile, I had already paid the $99 via credit card)
It gets better.
Yesterday, I got called by retention to ask how they could keep my business. I explained everything, and got offered two HR20's for $19.95 (shipping only) each. I was also told my $99 would be refunded. However, no programming credits. I figured it was a good deal, and took it. Again, I clarified and documented everything, and got the CSR's name.
A few hours later, I checked my account on line, and noticed that the original $99 I had been charged was still on my bill. I called back -- and was told, no, you're not getting two HR20's for $19.95 each -- you're getting two HD (NON DVR) boxes for that price.
Totally disgusted by this point. I told her I wanted to cancel. I'm paid up through the next 30 days, and I said I want my service shut down after that time. Oh, and the $99 they originally charged me (and was charged to my credit card) -- I get that back 6-8 weeks after my service is disconnected. In other words, in 3 MONTHS.
So whats the moral of the story? Don't believe what a CSR says until you can go on line and verify it, or verify it with another CSR. I'm not sure if anyone from Directv monitors this site, but i've been a customer for 7 years, have never paid my bill late, and rarely if ever call Directv (in other words, i'm not a crank). I love Directv, but right now your customer support is less than optimal (i'm being charitable.) Either that, or I've just had extraordinarily bad luck.
"Rupert Murdoch" residue? Could be hard to wash off.
I called today ~1:00 and spoke to a nice representative named Edith. I told her that I knew they were rolling out "a bunch" of new HD channels that I can't get with my HR10-250, and that "a friend" ;p had gotten an upgrade offer to swap out his HR10-250 for an HR-20 for just the cost of shipping.
She said "looking at your account, it says you are only eligible for a $299 HD-DVR... but I can't understand why... you've been a top tier customer since 1999. I'll probably get shot for telling you this... but if I transfer you to retention, and you tell them you are upset about not getting this deal and want to cancel, I'll bet you'll get the deal you want."
I said fine; she transferred me.
The gentleman who answered made no reference to retention of cancellation; I didn't either. I told him I was transferred to his department because the 1st line CSR said he might be able to offer me an upgrade deal I heard about. I told him that I wanted to "swap out" my HR10-250 for an HR-20.
He placed me on hold, came back, and said "I can indeed get you an HR20 for the cost of shipping ($19.95); we can relocate your HR10-250 if you'd like".
I confirmed that the upgrade included a dish upgrade; he said that id did, and any other "hardware you need to get the new HD services".
My install was set up for October 24th.
I'll check later today to see if I can move it up on-line.
The CSR did tell me that I will be charged $199.00 and credited $199.00 that on the same bill.
He also told me that this will start a new 2 year commitment on the date of installation; there is a $12.50 per month early cancellation fee if I leave before the 2 years.
Hopefully, I'll like the HR20 OK.. but if not, I haven't given much up. I already had 1 year remaining on a previous 2 year commitment.
I had been thinking of switching to FIOS... but with the stories about Tivo HD / Series 3 issues on 9.1, I want to buy some time to let things settle.
Worst case, in 6 months I'll have to pay $225 cancellation fee to DTV; in the mean time, I can sample / enjoy the new DTV offerings.
Good luck all!
As of 2:45 I was able (through on-line reschedule) to move my install date up to am of 10/16!
Yep, that's what I'm scheduled for All he has to do is replace the existing 3-LNB dish and give me the DVR. It shouldn't be that much of a chore to do mine. But I'm sure he'll be in a hurry to get done with it...
Called again today cancelled service, guy says let me read your account notes. Asks me if this is about the HD-DVR replacement. I said yes, Asks to put me on hold, tells me I was misinformed, scheduled free hr-20 new dish etc etc. no charge. Oct 27 install. Tried to give me 2 but system would not allow it. Noted account so that if I was happy with hr20 they would replace my other hdtivo for no charge at a later date. So for now I stay with them.
If you are ordering your HR20, here are the HD DVR (HR20) Ordering Tips.
If you have placed your order, check out the links to confirm your order and installation. Also check out the Installation Tips to make sure you get a great install.
OK Folks- I have 2 HR10-250s and my last 2-year commitment expired a few months ago. Heres my lets make a deal story:
Ive been following the posts here and Craigs ordering tips since the new HD channels came online. The last time I tried to make a deal with DirecTV (for programming credits to offset the purchase of my HR10-250s) I got a really snarky woman who was downright rude and patronizing, so Ive been working on building my confidence and overcoming my fear or rejection to make the call. I was going to call earlier today when the reps might be fresher but didnt bite the bullet and pick up the phone till 5 P.M. Eastern 3 P.M. Idaho.
I just wasnt comfortable saying cancel at the voice prompt, so I said upgrade equipment knowing I probably get a regular CSR to start with. I experienced almost zero wait time before getting through. The first guy was very nice and offered me 2 HR20s for something like $598. He said that was the best he could do because the demand was so high and the HR20s were flying off the shelves. I told him that wouldnt work and naively asked if they had some kind of a retention department that might be able to do better since I was outside my last 2-year commitment. He said, We sure do! and was happy to transfer me over.
Almost immediately a very nice guy in Retention answered. He was very friendly and we engaged in some fun small talk about pets and weather while he looked at my account. He said he could do one HR20 for free but two would cost me $299. I said I was really hoping to do better than that and then, in an effort to make me feel grateful, he quoted me an itemized list of the cost to DirecTV to do this upgrade. I told him that I too had invested a lot of money in DirecTV hardware over the past few years, that I was really happy with them, would like to stay, but really didnt want to pay for more equipment. He still wouldnt budge, so I asked him if we could offset the $299 with program credits and he said Sure! We can do that. So heres my deal:
> $299 Initial cost for 2 HR20s, including installation and new 5-LNB dish.
> $120 ($10 general credit for 12 months)
> $120 ($10 HD package for 12 months)
> $60 ($5.99 DVR service credit for 12 months)
Im a little concerned about that last one, since Im not currently paying a DVR service fee (Is it because of my lifetime TiVo thing?).
Howd I do?! The entire process was surprisingly fast and both reps were extremely friendly and courteous. Thanks to all here for your helpful posts about your deals!
Thanks for the link to DirecTV for the order info. That page says my install is scheduled from Noon to 5 p.m. They told me 4 to 8 p.m. on the phone
Guess I'll be hanging around all day tomorrow...