How to increase your odds of getting HR24 or H24 receivers for your new install.

[jaj1701]

Ok, this question gets asked over and over, so I thought a summary of ways that might increase your chances of getting them was a good idea.

May of these suggestions are either rumor or been stated by DirecTV customer service representatives, who's information isn't always accurate. These techniques are likely to help but not guarantee what you'll get.

It's important to remember, DirecTV DOES NOT and WILL NOT guarantee what version of HD or HD-DVR receiver you will get on a new install.

1. Sign up for Multi-room viewing (MRV). This seems to be the most helpful towards getting an HR24/H24. Since it's an easier install for the tech as well, this may help your odds.

2. Pay the $25 TV Internet Connection Service fee. This was stated from a customer service rep as a way to assure HR24 and H24. This is likely not the case, but can't hurt for sure.

3. Put in your installer comments if you order online (or ask them to add them if you order over the phone) that you want to be called before they come out to install anything but HR24/H24s. Explain that you won't allow the install until they can come out with the equipment you want. This could end up with an ultimately cancelled order....but basically if the tech wants to get paid for your install, he'll have to get you the right equipment. It's possible the installer in your area has a warehouse full of older receivers and literally can't/won't get you HR24/H24s......in that case you'll have to either take what he has or look at doing #4.

4. Order your leased receivers through a retailer like SolidSignal. Unfortunately, you won't get the up to $298 on two receivers discount as a new customer buying your leased units this way, but it assures you getting what you want.

5. Sign up through a local reseller that is willing to guarantee equipment. That doesn't include Best Buy, but the resellers that actually do their own installs. You won't be able to do things like BING cashback or some of the retailers gift card offers, but they may have something as good or better then some other deals.


That's what I could come up with...but I'm sure I missed something.

Hope this helps.

Jason

 

[grydlok]

Ok, this question gets asked over and over, so I thought a summary of ways that might increase your chances of getting them was a good idea.

May of these suggestions are either rumor or been stated by DirecTV customer service representatives, who's information isn't always accurate. These techniques are likely to help but not guarantee what you'll get.

It's important to remember, DirecTV DOES NOT and WILL NOT guarantee what version of HD or HD-DVR receiver you will get on a new install.


3. Put in your installer comments if you order online (or ask them to add them if you order over the phone) that you want to be called before they come out to install anything but HR24/H24s. Explain that you won't allow the install until they can come out with the equipment you want. This could end up with an ultimately cancelled order....but basically if the tech wants to get paid for your install, he'll have to get you the right equipment. It's possible the installer in your area has a warehouse full of older receivers and literally can't/won't get you HR24/H24s......in that case you'll have to either take what he has or look at doing #4.


Jason

Dispatch Notes don't mean anything, If the warehouse doesn't have them they just don't. If the tech already have a full supply of HR2X on their vehicle more likely will not go and add new inventory to his or her name and risk being charged for it.

 

[jaj1701]

Dispatch Notes don't mean anything, If the warehouse doesn't have them they just don't. If the tech already have a full supply of HR2X on their vehicle more likely will not go and add new inventory to his or her name and risk being charged for it.

I agree, it doesn't guarantee a thing, as the other ideas don't either.

The first thing out of my installers mouth when he called is "I made sure I had 4 HR24s before I left the office". If he has both HR24s and older ones in his truck, perhaps he'll use the older ones on the "other" install since you requested them.

My tech was also glad about my install since it was a good paying install (high # of receivers, extra dish, etc..)...so he wanted to make sure I got what I wanted and went through with the install.

Again, so not saying your wrong....just saying it can't hurt at all either.

 

[jcrandall]

From everything I read the key is signing up for whole home DVR with multiple receivers ($3/mo). That usually will trigger HR24 if they have them locally. Without that is more variable.

I don't know that the $25 internet connect will make a difference, but I do recomend it so you can have VOD.

 

[grydlok]

I agree, it doesn't guarantee a thing, as the other ideas don't either.

The first thing out of my installers mouth when he called is "I made sure I had 4 HR24s before I left the office". If he has both HR24s and older ones in his truck, perhaps he'll use the older ones on the "other" install since you requested them.

My tech was also glad about my install since it was a good paying install (high # of receivers, extra dish, etc..)...so he wanted to make sure I got what I wanted and went through with the install.

Again, so not saying your wrong....just saying it can't hurt at all either.

As installer those dispatch notes mean nothing. They hold no weight. I said it and 1000 other people have said product line is the only thing that matters. What is in that field. Don't even give people that false sense that putting them in the dispatch notes will help, they won't.

 

[jaj1701]

As installer those dispatch notes mean nothing. They hold no weight. I said it and 1000 other people have said product line is the only thing that matters. What is in that field. Don't even give people that false sense that putting them in the dispatch notes will help, they won't.

Maybe they hold no weight with you, but they did with my install tech and with his boss. I never once claimed that putting in the notes will guarantee you the HR24/H24s.....just that is might make the difference in the case where they have both, etc.

I also did NOT have an AM21 on my order. I had requested on in the dispatch notes. GUESS what??? I got one at installation time....the only one they had in stock. He obviously had read it word for word, since he said "I made sure I had everything you asked for....the HR24s, the SWM-16, etc". If he hadn't had an HR24s, he would have called and said they didn't have any and would have asked me if I wanted to wait to install until they did. <-his words

As a customer, we have the power to refuse installation and to try to get the equipment we want. It's the technician that brings out the equipment. If we don't communicate with him what we need, how does he know what we want. I'd much rather let him know ahead of time that older receivers aren't acceptable then to tell him after he's scheduled his day around my install, came out to my home, to out of the blue tell him that I need HR24s. Yes, he might not have any....he may not be able to get any in a timely fashion...but at least someone can cancel or buy their own hardware if that's the case.

Maybe it's a case of good tech/bad tech I guess. Some techs read their notes and try to accommodate their customers wishes to the best of their abilities. Others, do not apparently.

I think it made it very clear the purpose of the tech notes in this instance and I happen to experience first hand that they can help. I made it clear that to DirecTV an HD-DVR is an HD-DVR, no matter the model #. So no, I won't be retracting my statement. It's one of several things a customer can do to try to increase their odds of getting the hard ware they want and is shown on DirecTV's website. It's certainly YMMV.

 

[barnt]

Fwiw, I had an attempted install over the weekend. Once the installer arrived I asked him about the HR24 I asked for when I signed up and he said he definitely had one since he read the install note prior to coming over. Nothing is a guarantee obviously, but some techs/companies must read the notes and do their best to accomodate. Bottom line is don't place all hope in an install note, but it doesn't hurt to have one either.

All of this is moot though since I didn't have line of sight from my balcony :/

 

[Davedirectv]

Fwiw, I had an attempted install over the weekend. Once the installer arrived I asked him about the HR24 I asked for when I signed up and he said he definitely had one since he read the install note prior to coming over. Nothing is a guarantee obviously, but some techs/companies must read the notes and do their best to accomodate. Bottom line is don't place all hope in an install note, but it doesn't hurt to have one either.

This a about sums it up.

 

[Davedirectv]

3. Put in your installer comments if you order online (or ask them to add them if you order over the phone) that you want to be called before they come out to install anything but HR24/H24s. Explain that you won't allow the install until they can come out with the equipment you want. This could end up with an ultimately cancelled order....but basically if the tech wants to get paid for your install, he'll have to get you the right equipment. It's possible the installer in your area has a warehouse full of older receivers and literally can't/won't get you HR24/H24s......in that case you'll have to either take what he has or look at doing #4.

I would be very careful doing things like this. You could end up not getting service in the long run. This one is definitely playing with fire.

 

[jaj1701]

I would be very careful doing things like this. You could end up not getting service in the long run. This one is definitely playing with fire.

That's why in the very next sentence I said......"This could end up with an ultimately canceled order"

A few have made it clear that they want service with HR24s or no service at all. I was one of them that can't STAND the lag of the older receivers.


....but it honestly doesn't hurt to reinforce what did say.

 

[swzine]

I ordered MRV and internet connection and specified the unit but none of it worked for me. I didn't refuse install. I figured there was some cancellation period and that I'd just call customer service and get it resovled. I just skipped over all of the BS and filed complaints with BBB and the FTC. Perhaps that will escalate it to someone who cares about customers, perhaps it won't. I doubt DirecTv cares much since they have an F rating already.

 

[bbixler]

I ordered MRV and internet connection and specified the unit but none of it worked for me. I didn't refuse install. I figured there was some cancellation period and that I'd just call customer service and get it resovled. I just skipped over all of the BS and filed complaints with BBB and the FTC. Perhaps that will escalate it to someone who cares about customers, perhaps it won't. I doubt DirecTv cares much since they have an F rating already.

lmao.....bbb and ftc.....for what?? what policy was violated?

 

[supermaxhd]

My install was scheduled for last Saturday. When I ordered online I put in the installer commments, 'please send hr24/h24 receivers. The install was scheduled for 8am- noon. At 8:30am was called and told installer would be here between 10am and noon. At 11am was called and told installer running late would arrive between noon and 2pm. Sorry no punch line coming... At 1pm was told the installer was still running late and would arrive between 2pm and 4pm. At 3:30pm I was called and told that the installer had not came because he had been looking for HR24 receiver all day. At 4:30pm offered to come and install non HR24 receiver and would come back this in the week to replace. That was nice but I declined and told them I was out of time for the day. They rescheduled my install for tomorrow evening within 30 minute time frame and have said they will bring HR24. I hope so.

 

[jaj1701]

lmao.....bbb and ftc.....for what?? what policy was violated?

My install was scheduled for last Saturday. When I ordered online I put in the installer commments, 'please send hr24/h24 receivers. The install was scheduled for 8am- noon. At 8:30am was called and told installer would be here between 10am and noon. At 11am was called and told installer running late would arrive between noon and 2pm. Sorry no punch line coming... At 1pm was told the installer was still running late and would arrive between 2pm and 4pm. At 3:30pm I was called and told that the installer had not came because he had been looking for HR24 receiver all day. At 4:30pm offered to come and install non HR24 receiver and would come back this in the week to replace. That was nice but I declined and told them I was out of time for the day. They rescheduled my install for tomorrow evening within 30 minute time frame and have said they will bring HR24. I hope so.

I agree, no policy was violated. A bit of deceptive advertising since they only show the latest and greatest on their website.....but otherwise DirecTV's policy is clear about no guarantee of any exact model. Once installed, your committed to 2 years and you've accepted the hardware they offered to install.

supermaxhd - well done. He knows you require an HR24 and is at least trying to accommodate you.

 

[mfoster711]

This whole topic has me depressed. I would switch to DirecTv right now if they could guarantee I get the HR24/H24 receivers. I hate to order the service and have a tech show up for the install only to turn him away. Sort of screws the installer.

If I do this and they show up with the wrong receivers, I will refuse the install but will I get all my money back. Or will I still owe something?

 

[swzine]

lmao.....bbb and ftc.....for what?? what policy was violated?

I know nothing and care nothing about their internal policies. What I know are the advertisements I received in the mail and responded to and the promotional information on their website. The claim relates to false advertising, which ironically is a subject they're suing Dish over. It's their "policies" that cuase 99.9% of their customer complaints. People don't complain because they violate their policies. People complain because their policies are f'd up. The HR21 series has most of the features of the HR24. The hard drive capacity is the clear false advertising since it advertised a certain number of HD/SD hours, which the HR21 does not get. Additionally, they have violated their BS customer promise in my opinion. Thre are 3 bullet points on their customer promise, and number 2 is probably the only accurate one!

DIRECTV: Customer Promise

They need to update this. That might have been the Directv of 5-10 years ago when they had #1 customer satisfaction rating and probably didn't have an F rating from BBB. I certainly did not receive anything I couldn't get anywhere else - I got the cutting edge technology of 2 or 3 years ago. And they're listening? A CSR hung up on me after she wouldn't acknoledge a billing error, which the next CSR finally took care of. And the CS department told me they'll recommend an HR24 replacement and transfer me to installation who basically told me to go F%ck myself and even admitted that the website is misleading and suggested I file a complaint.

Bottom line - 24 series is the reason I switched. I was very excited about their service. Waited 2 weeks for the install and I'm pretty disappointed. I don't have the capacity I expected and the menus are pretty clunky on the 21 series.

 

[swzine]

This whole topic has me depressed. I would switch to DirecTv right now if they could guarantee I get the HR24/H24 receivers. I hate to order the service and have a tech show up for the install only to turn him away. Sort of screws the installer.

If I do this and they show up with the wrong receivers, I will refuse the install but will I get all my money back. Or will I still owe something?

Did you actually pay anything? My payment prior to install, I think, was only the $25 internet connection package. I'd turn him down. I should have done it myself. I just figured DirecTv would rectify the situation, which was a big mistake. Wish I had read this forum before joining! You owe nothing to the installer. DirecTv needs to get the message - people are switching due to specific equipment and if they want to stand by this policy of bait and switch then they're not going to get the new business. It's honestly better for everyone. You'll just end up a pissed off customer like me. I'll hold my end of the contract and keep their service for 2 years, but not quietly. Better for all that you're not a customer rather than an annoyed customer stuck in a contract.

 

[canyonleo]

No guarantee? I ordered my install a couple of weeks ago (new customer, never had Direct TV before), and had the install this Monday. When ordering, I required a guarantee of an HR24 and H24, informing I would not permit the install with any other equipment versions. I was told it wasn't possible, so I then said I would buy the units on amazon and they could provide a credit. The CSR came back and made the guarantee. Then I required it be put in the notes. Then I required the contact info for the installers (contractors).

I called the installers the morning of the install, and they told me the truck didn't have HR24. I told them of the guarantee and instructed them to read the notes. They told me I might delay my install (by an hour or two) as they must run the equipment out to meet the truck - I had no issue with this.

The installer arrived on time anyway, with the HR24 and H24, and I'm good.


All I can say is politely require what you want in your call to order, document it in the notes, and call the installers day before or morning of install to confirm - and be prepared to delay your install if you don't get what you require.

 

[swzine]

No guarantee? I ordered my install a couple of weeks ago (new customer, never had Direct TV before), and had the install this Monday. When ordering, I required a guarantee of an HR24 and H24, informing I would not permit the install with any other equipment versions. I was told it wasn't possible, so I then said I would buy the units on amazon and they could provide a credit. The CSR came back and made the guarantee. Then I required it be put in the notes. Then I required the contact info for the installers (contractors).

I called the installers the morning of the install, and they told me the truck didn't have HR24. I told them of the guarantee and instructed them to read the notes. They told me I might delay my install (by an hour or two) as they must run the equipment out to meet the truck - I had no issue with this.

The installer arrived on time anyway, with the HR24 and H24, and I'm good.


All I can say is politely require what you want in your call to order, document it in the notes, and call the installers day before or morning of install to confirm - and be prepared to delay your install if you don't get what you require.

Yeah. Good advice for other new subscribers. I wish I had realized that was necessary. The fact that they specifically advertised things that only the HR24 can deliver, and the fact that I had ordered MRV I assumed it was a sure thing. I really didn't read all of this stuff until afterwards. Plus I'm a brand new subscriber and didn't know the exact model numbers or the look. At first glance to someone who has only seen pictures all of the HR series have a similar look. After the tech left I started messing with the equipment, saw how slow it was and then noticed the model number. I knew the HR24 had the internet connectivity built in. I just assumed the tech didn't know what he was doing hooking up all of the DECA boxes since I had read that a lot of techs initially didn't understand the HR24 had the connectivity built in. I hadn't noticed the crappy equipment they pawned on me until after he left.

Today I get my first experience with rain fade too. Another STRONG pro for cable. There is a thunderstorm and no signal for past 25 minutes! This is why they sucker you into contacts with no cancellation period. There are some cool things about satellite but unless their prices are significantly less than cable or you're in an area with no cable or lousy cable, it seems like the choice is clear....even in the rain. haha

 

[jaj1701]

No guarantee? I ordered my install a couple of weeks ago (new customer, never had Direct TV before), and had the install this Monday. When ordering, I required a guarantee of an HR24 and H24, informing I would not permit the install with any other equipment versions. I was told it wasn't possible, so I then said I would buy the units on amazon and they could provide a credit. The CSR came back and made the guarantee. Then I required it be put in the notes. Then I required the contact info for the installers (contractors).

I called the installers the morning of the install, and they told me the truck didn't have HR24. I told them of the guarantee and instructed them to read the notes. They told me I might delay my install (by an hour or two) as they must run the equipment out to meet the truck - I had no issue with this.

The installer arrived on time anyway, with the HR24 and H24, and I'm good.


All I can say is politely require what you want in your call to order, document it in the notes, and call the installers day before or morning of install to confirm - and be prepared to delay your install if you don't get what you require.

EXACTLY! Well said! That's exactly my point and how it is done.