Need help with DirecTv customer service

[Ace68]

Over a week ago I had to replace my H20-600 b/c the component outputs went bad. Now I am on my third H20-600, the pix quality is garbage on HD locals...pixelation, drop-out, freezing, resetting itself, heat (reciever is located in the open air!) My SD local channels look better than the HD locals. I've called DTV numerous times and they say that it is caused by the dish being out of alignment (twice their techs have been out to check the signal and it is fine, neither had to touch the dish) They refused to send out a replacement without another tech visit (I don't want to take off work AGAIN for this) Any clues on how to go about getting this resolved? I am about DONE with DirecTv...and their run-around the techs said that the H20-600 are junk...Do I have any other options? I have a stand alone DVR so the HR20 would be pointless.

Ace

 

[jpn]

I have a stand alone DVR so the HR20 would be pointless.

Ace

Does your standalone DVR record in HD? It's too bad you're not willing to bump-up to the HR-20, I haven't had any trouble with mine and it's a very nice unit.

If you change your mind about the HR-20, you could call D* and ask for customer retention. CALMLY explain that you have had many bad H20-600's, and explain that D* has failed to provide functional equipment. Explain that the constantly broken equipment constitutes a breach of your customer commitment, and that you are certain that the local cable company (or E*) would be happy for your entertainment dollars. Explain that you don't want another H20-600.

If you get through all of that calmly, try to convince them to provide the HR20 free, with free installation.

I got my HR20 free b/c I used the 'contact email' link on the D* web site and explained a very bad installation scenario that I endured. I put my "breach" statement in writing in the email. They replied within a couple of hours, stating that they would call my home within 2 or 3 days. When they did, I explained the ordeal and she offered free HR20 + free installation. I had already gotten several programming credits (6 months' showtime, $10 off HBO for 6 months).

BUT... if you are going to accuse them of breach-of-contract, and to threaten to drop them in favor of cable or E*, then you should also be prepared to follow-through in case they only offer to drop the early-termination fees.

 

[Jimbo]

Over a week ago I had to replace my H20-600 b/c the component outputs went bad. Now I am on my third H20-600, the pix quality is garbage on HD locals...pixelation, drop-out, freezing, resetting itself, heat (reciever is located in the open air!) My SD local channels look better than the HD locals. I've called DTV numerous times and they say that it is caused by the dish being out of alignment (twice their techs have been out to check the signal and it is fine, neither had to touch the dish) They refused to send out a replacement without another tech visit (I don't want to take off work AGAIN for this) Any clues on how to go about getting this resolved? I am about DONE with DirecTv...and their run-around the techs said that the H20-600 are junk...Do I have any other options? I have a stand alone DVR so the HR20 would be pointless.

Ace

Other options ?
If you don't want to go to the HR20 (DVR) see if they will send you a H20-100 instead of the -600

Jimbo

 

[Ace68]

Thanks guys!
I actually spoke with a competent DTV advanced recievers specialist (not even in customer retention!!!) and he is sending me both the H20-100 and the HR20. I recieved the H20-100 today and had to get on the wait list for the HR20. No charge for the H20-100. The HR20 will cost me $99.00 but he gave me a $10 credit for the next 12 months and my HD package was reduced to $4.99 per month for a year.

FYI: For what it's worth, he said that the 2 new satellites will be up and working in 2007. With over 100 new HD channels. I asked if this would cost more.....he said that they are doing away with the $9.99 per month HD package and going to bump up all of the costs per package by about $5. We will be able to pick the SD package or the HD package for the same price.....We'll see....I'm not holding my breath.

 

[Jimbo]

FYI: For what it's worth, he said that the 2 new satellites will be up and working in 2007. With over 100 new HD channels. I asked if this would cost more.....he said that they are doing away with the $9.99 per month HD package and going to bump up all of the costs per package by about $5. We will be able to pick the SD package or the HD package for the same price.....We'll see....I'm not holding my breath.

Looks like you got a good deal, better than me !, but thats ok, I'm happy with my deal.
I think what you will find is they will probably change the packages some and have the HD price built into the package now (then).
It was speculated earlier that D* would be dropping the HD pricing all together. Count on it, the addl pricing for HD will get to them one way or another.

Jimbo

 

[charper1]

FYI: For what it's worth, he said that the 2 new satellites will be up and working in 2007. With over 100 new HD channels.

This part has been discussed over and over for about a year. When the 2 sched birds are up and handed off to DirecTV control and fully tested; DirecTV will then have the total capacity to provide up to 150 national and 1500 LIL HD channels. Not that they will be broadcasting that many.

 

[Ace68]

Well now I'm back at square one! The H20-100 they sent me was mfg 11-03-06 and arrived DOA. It could not see any of the sattelites, so I hook back up my 600 and get all sattelites. The DTV guy on the phone said that my signal was low and needed to be adjusted. Here's the kicker.....he didn't even ask me what the levels were!!!! so today a senior tech is comming out to try his luck. Also DTV called me and said my HR20 was ready and to press 1 to schedule install...so I did that...of course nobody at DTV knew why I was on the phone (they called me remember) and when they looked at the notes in my acct. they said that the dept. that issued me the offer had to fullfil it ...so transfered I was to the advanced reciever dept....After he reviewed my notes and offers from the "agreement call" he said I needed to pay him 299.99 with a credit card or his system would not let him enter the order...then I would be credited 200.00 on my next bill.....I said BS! use your credit card this was not our agreement that was documented in my acct. notes....so he spoke with his supervisor and they said that they could input the order manually and I will recieve a call to schedule install...that was 2 days ago!! Unfortunately I don't have cable service in my area so I don't have many options....I hadn't had any problems (a tech had never set foot on my property) until I wanted my HD locals...this sucks!

 

[Jimbo]

After he reviewed my notes and offers from the "agreement call" he said I needed to pay him 299.99 with a credit card or his system would not let him enter the order...then I would be credited 200.00 on my next bill.....I said BS! use your credit card this was not our agreement that was documented in my acct. notes....

Using the credit card to be charged 299 and then them applying a 200 credit back to your account is one way of doing it, usually easier than the hassle of trying to adjust the cost and only charge the 99 insread, I think in D* books a sale of 299 and a credit of 200 works better for them.
I have done this type of theing with D* many times , and had no problems.
The will do it while I am on the phone and on line at the same time, so when you bring up your D* account you would refresh and see the 299 charged to yopur card and then they will add the 200 to your account right there and you refresh again and you will see it on your statement.
Only drawback is that you still have to pay the 299 on your CC and you account is credited as money toward your next few months of D*.
I can work with that agreement, some can't , just depends on your situation.

Jimbo

 

[Ace68]

Thanks Jimbo

I think you're right, I might do it if the manual thing falls apart like the rest of it. I will use a debit card. I guess I should think before I premature post!!!

 

[Jimbo]

Thanks Jimbo

I think you're right, I might do it if the manual thing falls apart like the rest of it. I will use a debit card. I guess I should think before I premature post!!!

Well, everyone situation is different, just gave you a different way to look at it is all.

Jimbo

 

[RIRWIN1983]

in a way you are "prepaying" for a few months of your service. so see it that way one les bill to pay for a few months. And in exchange directv is upgrading your reciever for only 99.00