Was doing some reading here this morning after having my DirecTV installed last night. I had originally gotten an HD-DVR (HR24) and an HD receiver for a second room. Some folks here had recommended getting two HD-DVRs rather than just 1 DVR and 1 HD receiver, but I didn't pay attention at the time.
I didn't realize until this morning that on the non-DVR set, I cannot pause/rewind live TV (makes sense now that I think about it). Even though it's post-install I figured I'd call up and ask what could be done, hoping that I would get the $99 rate.
I was polite and upbeat throughout my inquiry. The woman I spoke with was very courteous. She first said that since it was post-install that the account was locked and that I would have to pay the $199 price. I then said "Oh, but I thought I read somewhere that changes could be made within the first 14 days?" at which point she did some more checking and at first said I could get the $99 price, but then said "Wait a second. What if I..." and I hear clicking/typing in the background. She comes back and says "I think if I process this as a replacement that you can get it at no charge. Let's see if it goes through."
Sure enough, it went through as a $0.00 order. I have no idea how she did it, but the HD-DVR (not sure what model I'll get) has already been shipped. Needless to say, I was quite appreciative and complimentary, and reiterated that to the "confirmation person" who I was transferred to.
Based on this experience, and experiences I've had with other companies, I think that frequently the end result is all in how you approach the CSR and how courteous you are to them.
YMMV.
P.S. In my first 3 calls to DirecTV I'm already impressed by the fact that not once did I end up speaking with someone in India...
I didn't realize until this morning that on the non-DVR set, I cannot pause/rewind live TV (makes sense now that I think about it). Even though it's post-install I figured I'd call up and ask what could be done, hoping that I would get the $99 rate.
I was polite and upbeat throughout my inquiry. The woman I spoke with was very courteous. She first said that since it was post-install that the account was locked and that I would have to pay the $199 price. I then said "Oh, but I thought I read somewhere that changes could be made within the first 14 days?" at which point she did some more checking and at first said I could get the $99 price, but then said "Wait a second. What if I..." and I hear clicking/typing in the background. She comes back and says "I think if I process this as a replacement that you can get it at no charge. Let's see if it goes through."
Sure enough, it went through as a $0.00 order. I have no idea how she did it, but the HD-DVR (not sure what model I'll get) has already been shipped. Needless to say, I was quite appreciative and complimentary, and reiterated that to the "confirmation person" who I was transferred to.
Based on this experience, and experiences I've had with other companies, I think that frequently the end result is all in how you approach the CSR and how courteous you are to them.
YMMV.
P.S. In my first 3 calls to DirecTV I'm already impressed by the fact that not once did I end up speaking with someone in India...
