Very Disappointed

[carlosnindy]

Last Weds. I called and ordered DirecTV service. I was promised the 200 channel package, with an HD DVR, HD receiver, and 2 standard definition receivers for $199 up front. I was also given all the standard deals and credits. At first they wanted $298 up front, but after running a credit check the CSR said they could give me the HD receiver for free. My total monthly bill was going to be $76 per month for the first 12 months with a 2 year commitment.

After reading these forums for the last few days I decided to call and make sure I was going to get an HR20 so I could get my CBS affiliate over the air in HD and still record my shows. Boy was I shocked to find out the CSR only had my HD DVR on there and 3 standard receivers instead of the additional HD receiver and 2 standard receivers. Not only that, she also didnt give me the NFL Sunday Ticket offer that was going on. I was told I had to cancel my existing order and start over to make the corrections. So I did and began the process over again. Well come to find out they can not do the package the girl promised me and I would have to pay the $298 up front to get what I wanted and there was nothing I could do. I asked to be transfered to a retention specialist hoping she could do something, but was stonewalled there as well.

Now I will not be getting DirecTV and will probably be switching from Insight cable to Dish Network as a result of the up front costs. I really wanted to get the additional HD channels that DirecTV offers, but out of principle I can not do a deal with them now that is worse than what I was originally offered.

 

[boba]

That is your personal problem they have offered you the standard deal I don't think you are any better than me so I feel no pain for you that the standard deal isn't good enough for you.

Good Luck getting the NFL Sunday Ticket from DISH.

 

[carlosnindy]

Sunday ticket really means nothing to me, it was just part of the deal. All the Colts games are carried here locally, so that is all I need. The Sunday Ticket was just part of the package and I was disappointed to see that the CSR had not added it as promised both online and over the phone.

 

[stevelite]

When I signed up, I was given a choice for $199 for HD DVR or a free HD receiver.
Many ppl have reported that existing subscribers can get better deals by calling and asking then new subscribers.

 

[ONUOsFan]

When I signed up, I was given a choice for $199 for HD DVR or a free HD receiver.
Many ppl have reported that existing subscribers can get better deals by calling and asking then new subscribers.

Agreed. Even if they didn't give it to you now, you almost certainly could have gotten the 2nd HD box for free from retention within a couple of months. You might even have been able to try calling right after install and saying "I was promised a 2nd HD box and didn't get," and retention would probably give it to you then...

I'm sorry the CSR lied to/misinformed you, but if you've been reading these forums you should know that is par for the course. Doesn't make it right.....

 

[jtn]

Leased should mean leased, no up front expense to the customer of DirecTV for equipment, since the cost of programming is factoring the cost of manufacturing. If cable television companies can offer leasing programs for customers for a flat monthly fee, so can DirecTV. The benefit of leasing is if new technology comes out you can swap it and won't be out hundreds of dollars, and have a stack of equipment you may not be able to use or be allowed to sell.

So I feel your frustration. If it is truly a leasing deal you shouldn't have to pay for the equipment. Pace makes DVR's for Comcast now and many other cable tv providers they provide these now for a flat fee to lease, and DirecTV is charging the monthly fee already with the exception of the primary receiver. Maybe in the future DirecTV will do this provide the equipment for free knowing it will be obsolete, and just continue the $4.99 receiver fee they charge.

 

[DanG48]

Just a quick note for Directv: I have Directv since the first month it came out over 13yrs ago. I have had several receivers from the days when the old RCA receiver cost you over $400.!!! to now they give them away. I have never been disappointed with anything I have bought with Directv name on it. I have upgraded through the years with no problems or hassles what so ever. 5 months ago I deceided to upgrade to the HR-20 DVR and was given a special deal from Directv since I have been a customer for so long. It was there way so saying thanks for your patronage. I read all these stories of these people "feeling ripped off" when they just want something for nothing. Just my 2 cents worth......
DanG

 

[ONUOsFan]

Leased should mean leased, no up front expense to the customer of DirecTV for equipment, since the cost of programming is factoring the cost of manufacturing. If cable television companies can offer leasing programs for customers for a flat monthly fee, so can DirecTV. The benefit of leasing is if new technology comes out you can swap it and won't be out hundreds of dollars, and have a stack of equipment you may not be able to use or be allowed to sell.

So I feel your frustration. If it is truly a leasing deal you shouldn't have to pay for the equipment. Pace makes DVR's for Comcast now and many other cable tv providers they provide these now for a flat fee to lease, and DirecTV is charging the monthly fee already with the exception of the primary receiver. Maybe in the future DirecTV will do this provide the equipment for free knowing it will be obsolete, and just continue the $4.99 receiver fee they charge.

They're both getting their money - it's just a different way of doing business. The cable companies charge more per month for their HD/DVR boxes - DirecTV gets it up front. Since you're locked into a two year contract with them, it makes little difference in the long run.

Never heard of paying a down payment on a lease before? People do it all the time to get a lower monthly payment. That's what D* is doing. Cable charges more per month per box, E* charges a DVR fee per box that D* doesn't - they're all just different business models. If D* charged more up front and more per month, I'd probably have more of a problem with it, but they don't.

 

[charper1]

Agreed! Seems 99% of the new user disappointment comes from the failure to read the offers or to know/understand what they are really getting and/or getting into. I never agree to anything without getting a written or printable copy of the exact terms and items BEFORE clicking agree or signing to that effect. I have been with DirecTV since the mid 90's and the big BUD decline and have never had so much as a sniff of some of the horrendous treatment and service failures I read about here; neither have the hordes of freinds and family I have got to switch to DirecTV over the years; I still can't figure that out.

 

[HDinCincy]

Just a quick note for Directv: I have Directv since the first month it came out over 13yrs ago. I have had several receivers from the days when the old RCA receiver cost you over $400.!!! to now they give them away.
DanG

I switched to D* (am allowed to use that abbreviation) about 4 mos. ago after 5+ years with E*. I paid just under $400 for an HD DVR, 2 HD recv'rs and 2 SD recv'rs. all installed of course.( oh, yeah, plus a $20 tip to my great installer)

When my E* package was installed it cost $1300 (HONEST) including 1 SD DVR, 1 HD recv'r. , 2 SD recv'rs and an OTA antenna. So... let's count our blessings


BTW, Charper, how many posts does one have to post to get the Bourbon Tester license?

 

[vurbano]

I forgot there was a teleprompter that pops up when you call a D* CSR and order service, it automatically displays all of the fine print infront of you before you say yes.

 

[Ronnie-]

I forgot there was a teleprompter that pops up when you call a D* CSR and order service, it automatically displays all of the fine print infront of you before you say yes.

haha, no, but all of the fine print is on the agreement that you sign when its hooked up, if you dont sign it you can cancel without a fee right then

 

[carlosnindy]

The CSR gave me the standard $199 offer for just the HDDVR first and told me it would be an additional $99 for the HD Receiver, when I told her that was expensive and asked if there was anything she could do since both Dish and Cable did not charge those up front fees she did a credit report on me and said I qualified for the free HD receiver in addition to the $100 rebate on the HD DVR. I dont place the blame for this on the feet of DirecTV, but on the CSR. My problem is that my wife would die if I told her I spent $298 to switch to DirecTV. The $199 was bad enough, but another $99 wouldnt have cut the mustard. I was very happy and excited when she was able to do the deal for me. I asked her several times for the boxes I would be getting and was told the same thing every time about getting the HD Receiver, HD DVR, and 2 standard boxes. I didnt misunderstand her or anything like that, I was just lied to. I assume the CSR was just trying to make the sale and hoping when the install came I would just let them do it and not worry about it. Had I not been doing more research and read about the HR20 vs HR21 problems I would have never called and it would have been ugly when the installer had to take all their stuff back with them when they didnt have the correct boxes. Hopefully in the future they can do something that will make this more palatable for my wife, but in the mean time it just inst going to happen for me. I dont know what I am going to do at this time. I dont really want to move to Comcast when they take over for Insight in my area. I really would like to have the extra HD channels that DirecTV has to offer, but I dont know how to get it done and not get in trouble. Any ideas?

 

[harshness]

Leased should mean leased, no up front expense to the customer of DirecTV for equipment, since the cost of programming is factoring the cost of manufacturing. If cable television companies can offer leasing programs for customers for a flat monthly fee, so can DirecTV.

You can reason all you want, but it doesn't change the fact that DIRECTV thinks they have a model that is attractive versus cable. I'm betting that they think it strikes some sort of balance between owning and renting. Nothing like a substantial dollar investment to keep you beholden.

I would not presume that their programming fee model covers much other than programming. Surely, the overhead is built into the Choice package, but it is likely that everything from there on up is programming cost sensitive.

This is all about differentiating DIRECTV from cable. If they can avoid a higher recurring cost for various bits of hardware, then they may look better for those with transient viewing habits or those who feel less secure about their income stream. Take your pick: higher monthly fees and no commitment or low monthly fees and a commitment.

 

[charper1]

BTW, Charper, how many posts does one have to post to get the Bourbon Tester license?

LOL! Great question; JUST ONE! The one needed to ask how. All you need is a fine "package shop" that carries small batch bourbons; plop down your hard earned cash, invite some friends over for cards, and ENJOY! I am a huge fan of the series shown in my avatar.

 

[Wayne88]

My move to D*

Sunday ticket really means nothing to me, it was just part of the deal. All the Colts games are carried here locally, so that is all I need. The Sunday Ticket was just part of the package and I was disappointed to see that the CSR had not added it as promised both online and over the phone.

Interesting.......I came back to Directv after being with Voom then Comcast then Dishnetwork. I was offered and received the NFL Sunday Ticket. I paid $199 for the first HR20 and $299 for the second HR20. I was at first "given" 2 HR21 but I insisted and finally received 2 HR20s within a week to replace these HR21s. The install was a disaster though with a 78 year old installer climbing to my roof. I will post more about that after I find out about about the disposition and costs of the damage that he did. Up to now, I would say that Directv eventually has lived up to their promises made prior to my install (ie HR 20s not HR 21s). Now they just need to pay for the damage caused by their subcontractor (which required me to pay for an outside person to undo). So I am guardedly optimistic about staying with the new HD leader. Though I miss my Voom channels and the Dish HD DVR!
Wayne

 

[jtn]

You can reason all you want, but it doesn't change the fact that DIRECTV thinks they have a model that is attractive versus cable. I'm betting that they think it strikes some sort of balance between owning and renting. Nothing like a substantial dollar investment to keep you beholden.

I would not presume that their programming fee model covers much other than programming. Surely, the overhead is built into the Choice package, but it is likely that everything from there on up is programming cost sensitive.

This is all about differentiating DIRECTV from cable. If they can avoid a higher recurring cost for various bits of hardware, then they may look better for those with transient viewing habits or those who feel less secure about their income stream. Take your pick: higher monthly fees and no commitment or low monthly fees and a commitment.

Great points, it could help DirecTV to allow 3rd parties to make equipment (DVR's etc) for them like Cable companies do. An analogy would be Motorola, Scientific Atlanta, these companies lease the firmware and technology to Comcast so they don't really need to manufacture their own STB's. The recycle them back to these companies if they are defective or technology changes.

 

[agregjones]

Leased should mean leased, no up front expense to the customer of DirecTV for equipment, since the cost of programming is factoring the cost of manufacturing. If cable television companies can offer leasing programs for customers for a flat monthly fee, so can DirecTV. The benefit of leasing is if new technology comes out you can swap it and won't be out hundreds of dollars, and have a stack of equipment you may not be able to use or be allowed to sell.

So I feel your frustration. If it is truly a leasing deal you shouldn't have to pay for the equipment. Pace makes DVR's for Comcast now and many other cable tv providers they provide these now for a flat fee to lease, and DirecTV is charging the monthly fee already with the exception of the primary receiver. Maybe in the future DirecTV will do this provide the equipment for free knowing it will be obsolete, and just continue the $4.99 receiver fee they charge.

Be careful what you wish for. When you add the digital gateway fee and the HD/DVR fee for my local cable company, you end up paying $25 per month for one HD DVR. They don't label it as that, but it is what you end up paying. Factoring out the $4.99 fee (which I don't pay as a Premier subscriber), that is still $20 a month for equipment. Since I got a $100 rebate and a $50 gift card, I recouped the upfront cost in 2.5 months.

Even if you compare the HD Access and DVR fees as being similar, it will only take me 5 months to recoup the cost.

 

[agregjones]

Great points, it could help DirecTV to allow 3rd parties to make equipment (DVR's etc) for them like Cable companies do. An analogy would be Motorola, Scientific Atlanta, these companies lease the firmware and technology to Comcast so they don't really need to manufacture their own STB's. The recycle them back to these companies if they are defective or technology changes.

I have had a number of cable DVRs. They have all been horribly inferior. As soon as the September dates for new HD looked likely, I moved back to DIRECTV and gladly left these horrible devices in the past.

DIRECTV had several manufacturers on the HR20. I would not go beyond the ones they had.

 

[Ronnie-]

I have had a number of cable DVRs. They have all been horribly inferior. As soon as the September dates for new HD looked likely, I moved back to DIRECTV and gladly left these horrible devices in the past.

DIRECTV had several manufacturers on the HR20. I would not go beyond the ones they had.

they had two. Pace and the other one is on the tip of my tongue but i cant think of it