Upgrading Equipment

[bobob1916]

New to the forum and have already learned more than I ever expected in a matter of 2 days. So thanks for that.

I have had DTV for 12.5 years. I have a HR 21-700 and the original SD? box from 12.5 years ago. I recently voiced my displeasure with not getting any upgraded equipment for my two other HD TV's in the house. I expressed this all in email. Here is what they offered me.

Thank you for writing back. I understand your concerns with the monthly cost that would apply for upgrading on your account. I can certainly address your concerns for this today.

In reviewing your account and service, I show you have several different exceptional offers for equipment upgrade available to you. You can select from one of the following options for upgrade at this time.

2 DIRECTV® HD Receivers $0, Whole Home DVR Upgrade w/ Cinema Connection Kit $99
2 DIRECTV® HD Receivers $0, Whole Home DVR Upgrade $99
1 DIRECTV® HD Receiver $0, Whole Home DVR Upgrade w/ Cinema Connection Kit $99
1 DIRECTV® HD Receiver $0, Whole Home DVR Upgrade $99
1 DIRECTV® HD-DVR $0, HD Receiver $0, Whole Home DVR w/ Cinema Connection Kit for $99
1 DIRECTV® HD-DVR $0, HD Receiver $0, Whole Home DVR $99
1 DIRECTV® HD-DVR $0, Whole Home DVR w/ Cinema Connection Kit for $99
1 DIRECTV® HD-DVR $0, Whole Home DVR $99

These offers are limited time offers and do expire for service options. Since you already have a HD DVR on your account you are subscribed to the Advanced Receiver HD and DVR services monthly. With the upgrades above this wouldn't change that service. However, if you do select a Whole Home DVR Service upgrade option this would require the Whole Home DVR Service monthly at $3 on your account. The Cinema Connection Kit option adds a connection to your existing home network from our equipment. This provides you with the ability to use DIRECTV on DEMAND as well as many other network features. There is no monthly cost for this service to be used on your account.

You currently have 3 active receivers for use in your home. If you upgrade equipment and are planning to replace your current receivers with this then there would be no additional cost monthly. However, if you are planning on keeping one or more of the current receivers and adding these as additional to your service viewing then there will be an Additional TV fee monthly at $6 to your account. This is for each additional receiver in use outside of your primary receiver.

All equipment orders do have a $19.95 delivery and handling fee and a $0-$49 installation fee. Upon activation of advanced equipment there is a 24 month programming agreement required. This requires you to maintain a minimum service level at $29.99 or above for 24 consecutive months of service. If the terms of this agreement are not completed a cancellation fee of up to $480 is applied.






After reading some of the posts, some new some old, I see that I might be able to do better than what was offered through the email above. Do they take into account how long that you have been a loyal customer? Any advice on what I should specifically ask for or what I should get and for how much?

Basically just looking for some advice on what and how to say to the CSR when I call or when they call me, which they actually have done once when I was not home and said they would try again. And for some advice if I get as far to the customer retention person.

Sorry for rambling but any and all help is much appreciated.

[WestDC]

All you have to do is call and speak to a CSR-(NOT EMAIL) it's not D*'s fault that you have paid every month for 12.5 years for a SD receiver - CALL AS SEE WHAT YOU CAN GET.

The electric company doesn't call you to offer any upgrades,nor does the phone company - the bill comes you pay and they think you are happy - they (like you) are not mind readers.

Please call - and remember you can upgrade as much as your check book will allow.

[lsilvest]

A CSR is most likely not going to offer you much. They don't budge until you say, "I want to cancel my service". Then the offers start coming. It's a corporate game all the providers play. They will get every penny they can from you unless you put pressure on them.

[bobob1916]

Originally Posted by WestDC

All you have to do is call and speak to a CSR-(NOT EMAIL) it's not D*'s fault that you have paid every month for 12.5 years for a SD receiver - CALL AS SEE WHAT YOU CAN GET.

The electric company doesn't call you to offer any upgrades,nor does the phone company - the bill comes you pay and they think you are happy - they (like you) are not mind readers.

Please call - and remember you can upgrade as much as your check book will allow.

Sorry I wasn't clear on that and that is my fault. When I voiced my displeasure I meant that I just bought a new LCD TV for the kitchen and wanted to upgrade the SD I already had there.

"Voiced my displeausre" was probably the wrong words to use. We had an old regular TV in the kitchen and had no use for an upgraded receiver until now.

Thanks for the help about the check book part because that is part of what I was looking for....the other is the prices they quoted....are they too high for what they are offering?

[golfchamp]

I called in and expressed my displeasure after asking when my contract was up. What did I get?

Refund of my NFL Ticket subscription for this year.
New Genie box, installation, Cinema kit (throughout the house, 4 receivers total), new SWM switch, etc.
$5 off each premium channel ($35 total) per month for the next 6 months.

Installed the next day. Total cost to me....$0. In fact, my current bill which was about $200 went down to $40.

Call and ask them when you can leave. Then let the offers fly!

[WestDC]

Originally Posted by bobob1916

Sorry I wasn't clear on that and that is my fault. When I voiced my displeasure I meant that I just bought a new LCD TV for the kitchen and wanted to upgrade the SD I already had there.

"Voiced my displeausre" was probably the wrong words to use. We had an old regular TV in the kitchen and had no use for an upgraded receiver until now.

Thanks for the help about the check book part because that is part of what I was looking for....the other is the prices they quoted....are they too high for what they are offering?

Welcome to the Group- You can get a Discount on receivers whenever your ann date is you can check your online account Media center is $399 -Hddvr $199 HD receiver $99 SD receiver $49.

If you have not had a service call (recent) or in the last few years -they may need to pro install and check your whole install at the time of add or changing out a receiver.

Keep us posted.

[bobob1916]

Talked to a lady in TN. Turns out she has been working for them since March and is originally from Minneapolis so we had a lot to talk about since I now live in Mineapolis. Best she could do for me was to give me 1 additional HD DVR, whole home DVR and free installation. When I asked about the HR-34 she told me it would be $299 plus $99 for each addt'l receiver for a total of $497. I said I can get the hopper for free from dish and a lot lower monthly cost and her response was "maybe that is the best way to go".

How long should I wait before I call back to try and get a rep. who can do something like some of the other deals I have seen people get? Thanks in advance.

[lsilvest]

Originally Posted by bobob1916

Talked to a lady in TN. Turns out she has been working for them since March and is originally from Minneapolis so we had a lot to talk about since I now live in Mineapolis. Best she could do for me was to give me 1 additional HD DVR, whole home DVR and free installation. When I asked about the HR-34 she told me it would be $299 plus $99 for each addt'l receiver for a total of $497. I said I can get the hopper for free from dish and a lot lower monthly cost and her response was "maybe that is the best way to go".

How long should I wait before I call back to try and get a rep. who can do something like some of the other deals I have seen people get? Thanks in advance.

I told you already. Don't waste your times with CSR's, you need to get retention. Tell them you want to cancel and they'll send you there. It's best to be ready to follow through, although even though you don't work out something with retention, you can change your mind. I don't know why you ignored my last response, but quit wasting everyone's time and try it.

[bobob1916]

Originally Posted by lsilvest

I told you already. Don't waste your times with CSR's, you need to get retention. Tell them you want to cancel and they'll send you there. It's best to be ready to follow through, although even though you don't work out something with retention, you can change your mind. I don't know why you ignored my last response, but quit wasting everyone's time and try it.

I said cancel and then cancel and I assumed I was talking to retention I never asked for a CSR. Believe me I'm not trying to waste anybody's time. Like I said I said cancel and cancel at the prompts do they identify if they are a CSR or in the retention department?

[lsilvest]

Originally Posted by bobob1916

I said cancel and then cancel and I assumed I was talking to retention I never asked for a CSR. Believe me I'm not trying to waste anybody's time. Like I said I said cancel and cancel at the prompts do they identify if they are a CSR or in the retention department?

It doesn't sound like you were talking to retention. Ask who you are talking to and tell them you want to cancel - verbally. In all honesty, if that's the best even retention will offer you and you're not a big sports fan, I'd go with Dish.

[bobob1916]

Originally Posted by lsilvest

It doesn't sound like you were talking to retention. Ask who you are talking to and tell them you want to cancel - verbally. In all honesty, if that's the best even retention will offer you and you're not a big sports fan, I'd go with Dish.

I am a big sports fan and have subscribed to the SportsPak for about 8 years now. No NFLST. Have subscribed to NHL and MLB in the past also.

[johns70]

Originally Posted by WestDC

All you have to do is call and speak to a CSR-(NOT EMAIL) it's not D*'s fault that you have paid every month for 12.5 years for a SD receiver - CALL AS SEE WHAT YOU CAN GET.

The electric company doesn't call you to offer any upgrades,nor does the phone company - the bill comes you pay and they think you are happy - they (like you) are not mind readers.

Please call - and remember you can upgrade as much as your check book will allow.

What kind of "upgrades" does the electric company have that they don't call to offer you?

[WestDC]

Originally Posted by johns70

What kind of "upgrades" does the electric company have that they don't call to offer you?

Because they don't call you - You have to call them and see what they offer Depends on your local area(electric provider) as to offers

Just an Example : in my area the offer Water heater (Peak Off/ time meters) Whole home Surge protection (Installed behind the meter) among many other things.