HR-20, H20 Swap Help Please

[alanrob]

Last week, I thought I successfully negotiated a swapout of my H10 receiver for a new HR-20 and the five-LNB dish at no cost except for $19.95 shipping. The installation was free.

We've been DirecTV customers since 1996, for all but a few months when we moved in 2001, and we've asked for no new equipment or installs from DirecTV during that time.

When the installer arrived last week, he had only an H20 on his van -- there was a DVR model with him, but he said it was for a different customer. He was an honest guy and he showed me the next customer's work order.

This was probably my fault and I simply misunderstood when the customer retention rep and I were negotiating the deal; I thought he said an HR-20, he probably said an H-20 and I didn't catch it. But, given how much money we've paid for service over the years (we pay $80 a month plus the Extra Innings package in season) and how little we've sought in return, wouldn't you think they'd swap the H20 for an HR20 for postage costs?

The CRS I talked to today said they'd make the swap only if I paid $200. I'd like the hard drive recorder, but really don't want to pay this much for it.

Any suggestions on how to handle this? Should I call another CSR and, if necessary, ask for a supervisor? Or should I call customer retention? I dealt with them, and only them, with my initial call.

Thanks for any suggestions and advice.

 

[raoul5788]

Last week, I thought I successfully negotiated a swapout of my H10 receiver for a new HR-20 and the five-LNB dish at no cost except for $19.95 shipping. The installation was free.

We've been DirecTV customers since 1996, for all but a few months when we moved in 2001, and we've asked for no new equipment or installs from DirecTV during that time.

When the installer arrived last week, he had only an H20 on his van -- there was a DVR model with him, but he said it was for a different customer. He was an honest guy and he showed me the next customer's work order.

This was probably my fault and I simply misunderstood when the customer retention rep and I were negotiating the deal; I thought he said an HR-20, he probably said an H-20 and I didn't catch it. But, given how much money we've paid for service over the years (we pay $80 a month plus the Extra Innings package in season) and how little we've sought in return, wouldn't you think they'd swap the H20 for an HR20 for postage costs?

The CRS I talked to today said they'd make the swap only if I paid $200. I'd like the hard drive recorder, but really don't want to pay this much for it.

Any suggestions on how to handle this? Should I call another CSR and, if necessary, ask for a supervisor? Or should I call customer retention? I dealt with them, and only them, with my initial call.

Thanks for any suggestions and advice.

CSR roulette can work, but D* has been a bit more hard line lately in these matters. You might try retention, but they are getting tough, too.

 

[Brewer4]

Call retention and be as nice as possible but firm about your deal for the HR20 HD DVR. They will make it right especially being a customer since 1996. You shouldnt have to pay.

btw.

 

[talos4]

CSR roulette can work, but D* has been a bit more hard line lately in these matters. You might try retention, but they are getting tough, too

I agree, I've been with them for 10 years, earlier this year I called about getting an HR20.

2 Franklins, no discussion, no deals. Although I didn't threaten to cancel, (I don't like playing games)

I guess I'll wait, I've got better things to do with that kind of cash during the summer.

 

[iceturkee]

the only thing i would add is that, perhaps, you should consider sending an email expressing your concerns. and keep emailing until you get the problem resolved. the reason i always suggest this is the fact you leave a paper trail. if directv tries to hose you, you can always refer to the stack of printed emails you have for reference.

even going that route, they should forward your email to retention who will call you!

 

[minorthr]

You should have refused the install. Now your only option is to keep calling and emailing D* until they either give you what you want or you give up.

 

[Bob Nielsen]

With the current demand they are getting to be a bit more hard-line and a $100 savings (HR20 for $199 or H20 free) is the typical deal. Swapping out a non-MPEG4 receiver may result in a better deal, but you had your chance on that. I paid $199 (no shipping charge) and returned the H20 which cost me $99, so I essentially paid full price.

I'd rather see Directv be more upfront about pricing/discounts than have it be a function of how much people whine to retention.

 

[iceturkee]

I'd rather see Directv be more upfront about pricing/discounts than have it be a function of how much people whine to retention.

i totally agree!!

 

[Brewer4]

i totally agree!!

Same here. It shouldn't be like this especially for existing HR10-250 owners/leasers. Its ridiculous policy. I only push it to educate. Its like working with the government and IRS. Cant change the rules but you can sure figure out ways to work within.

 

[iceturkee]

you won't get an argument from me brewer. i've tried stressing to directv that i have no problem working within the rules but those rules shouldn't be changed by every csr in the mood.....you know what i mean?

 

[dsclark]

I just got a new H20 PVR yesterday for free. I have been with them for 23 months (term is up next month) and my monthly bill is $80 for that time.
I called up CSR, they told me that they would sell me a H20 for $129 and give me free HBo for three months.
SCREW THAT!!!!
Here's what I did, try this to the letter:
I called the (tues)next day and said I wanted to CANCEL!. I was transferred to a guy who said that they were sorry to lose me and wanted to know why. I told him that I was going to DISH. I said that they would give me a free HD PVR , and one year of HBO/Showtime, whereas Direct wanted me to pay $129 for the reciever.
He said that the Direct CSR errored in her offer. He said that they could give me a free HD reciever, free DVR/HD access fee for one year and free HBO/Showtime/Cinemax for six months. I said that I could care less about the Cinemax, but Dish offered me HBO/Sho free for one year. He said they could do that.
So, I moved my H10 Tivo into the bedroom, got Free installation of H20 PVR, free hbo/show for one year, free pvr fee, free hd access for one year! Heck, my bill will be less each month. So, try this, it worked for me. Write down the stuff I got, stick to it. Don't even negotiate, just politely demand it and you will probably get it. The day after I called them, my new unit and dish was installed (yesterday).

 

[Brewer4]

You mean the HR20 HD DVR right?

 

[iceturkee]

i was going to ask the same question.......thanks brewer.

and i certainly hope the op got all of this in writing, correct?

 

[Chuck W]

I mentioned about it shouldn't be this hard, on the other board. It really shouldn't be this hard, to extract the (almost) free deal, especially for the better/longer term customers and those who still have NON-MPEG4 equipment. These are their BEST customers. They need to be more proactive in offering them the $19.99 offer or they are gonna lose these people.

Why they would risk losing their best customers, instead of locking them back up for 2 more years, over a difference of $80, is beyond me. I know I resented the fact, I had to play CSR roulette 3 TIMES, before one finally and very reluctantly gave me the $19.99 deal, even tho I've been with them for 8 yrs and have had the premiere pak for the last 3, plus NHL CI for all 8 years. I've paid them THOUSANDS of $ over the years, yet they balked at giving me an extra $80 discount.

 

[dsclark]

You mean the HR20 HD DVR right?

Yeah, that's it. I was unsure of the exact number, that's why I repeatedly mentioned "pvr".
I have a HR20 -100s. manufactored in Mexico in 5/07.
The only thing that I don't like about it, compared to the H10 is that skip ahead is not instant; it is like a a 1/2 second of FF.
It has worked well. The installer didn't want to hook up the ota saying it was note needed with my sat HD networks (which I get).
I hooked it up so now I can also get the sub channels (like weather) plus I can use antenna if I get a day where the dish keeps losing signal from snow.
Question- I get OTA HD locals, sat HD local and everything else. How many tuners do I have? How many programs can I record at the same time with this HR20 -100 box? How many programs can I record while I am watching another? Is it the same as my old h10 tivo? How good is the ota tuner on this box, how does it compare to the H10?

 

[Brewer4]

You can record 2 tuners at a time any combo and still watch a program. The OTA tuner is 5th generation and good.

 

[Jimbo]

I just got a new H20 PVR yesterday for free. I have been with them for 23 months (term is up next month) and my monthly bill is $80 for that time.
I called up CSR, they told me that they would sell me a H20 for $129 and give me free HBo for three months.
SCREW THAT!!!!
Here's what I did, try this to the letter:
I called the (tues)next day and said I wanted to CANCEL!. I was transferred to a guy who said that they were sorry to lose me and wanted to know why. I told him that I was going to DISH.

SO what would you have done had they said "See Ya " and turned your service off at that point ?

Jimbo

 

[dsclark]

SO what would you have done had they said "See Ya " and turned your service off at that point ?

Jimbo

I doubt that would happen. However, prior to contacting Direct a second time, I contacted DISH and they offered me a free HD PVR and three months HBO which hey, was still better than Direct's first offer.

 

[Jimbo]

I doubt that would happen. However, prior to contacting Direct a second time, I contacted DISH and they offered me a free HD PVR and three months HBO which hey, was still better than Direct's first offer.

Yes, I DOUBT it would happen either, but you never know for sure ....

Q. is, can you call back to DISH and get the same offer ???
You know how you cannot get the same offer from D* twice in 10 minutes, I doubt that DISH is any different, different CSR different offer.

Jimbo

 

[dsclark]

Yes, I DOUBT it would happen either, but you never know for sure ....

Q. is, can you call back to DISH and get the same offer ???
You know how you cannot get the same offer from D* twice in 10 minutes, I doubt that DISH is any different, different CSR different offer.

Jimbo

Dish told me that was their offer to me as a former DISH customer. When I called them, they were able to identify me immediately as a former subscriber based on the my home phone number. I told the guy that I needed to talk to my wife about their offer- if I called back, would that offer still be there? He told me that it was in the computer and any csr could pull it up. Direct is the same way- they do keep track of offers made to you. WHen I signed with them two years ago, a csr read from the computer my previous calls and offers!
At any rate,I had no intention of taking up DISH's offer. Honestly, I felt I could squeeze them from for more