What options do I have?

[PopcornNMore]

Looks like she would need a H-24 HD receiver, new dish and LNBF. I believe I'll call and schedule an appointment for her, so that the technician can install this equipment.

The receiver will probably cost $99 with a 2 year commitment. I would hope they would replace the dish and LNBF for free and keep the installation fee low.

 

[PopcornNMore]

After spending time on the DirecTV website I must say I'm sure glad I have Dish instead. With Dish it's so easy to add or remove programming, chat with a CSR, look for free offers, etc.

On the DirecTV site it's so hard to get customer support. The site is geared towards getting new subscribers and once you are a subscriber it seems that they can care less about you.

 

[PopcornNMore]

I find it funny that when you search on how to add HD DirectV simply tells you to add a HD receiver to your account and it is either installed or shipped. No mention that you will probably need to upgrade your dish and LNBF as well.

 

[Mr Tony]

Philadelphia.

she'll be OK then...they are on 103W

If she gets a HD receiver and the doesn't subscribe to HD programming would she still receive locals in HD like Dish does?

That only works in the MPEG4 only markets (where there is no SD option)

She has been a subscriber for approx. 20 years and has never missed a payment. Is it possible for her to get HD added at no cost?

if she is on auto pay, yes

 

[Mr Tony]

Looks like she would need a H-24 HD receiver, new dish and LNBF. I believe I'll call and schedule an appointment for her, so that the technician can install this equipment.

The receiver will probably cost $99 with a 2 year commitment. I would hope they would replace the dish and LNBF for free and keep the installation fee low.

Call them and explain the existing DVR died and you (she) wishes to upgrade to HD. I'm sure they might give you the receiver for free with a commitment. The install fee might be waved too.

 

[Mr Tony]

I find it funny that when you search on how to add HD DirectV simply tells you to add a HD receiver to your account and it is either installed or shipped. No mention that you will probably need to upgrade your dish and LNBF as well.

I think the system knows what dish you have and if you have SD now they will have to upgrade the dish

 

[Mr Tony]

After spending time on the DirecTV website I must say I'm sure glad I have Dish instead. With Dish it's so easy to add or remove programming, chat with a CSR, look for free offers, etc.

On the DirecTV site it's so hard to get customer support. The site is geared towards getting new subscribers and once you are a subscriber it seems that they can care less about you.

Directv has the same thing once you log into the account. Directv doesnt have chat but you can change programming online

 

[Mr Tony]

In all seriousness if you call customer service and dont like the answer they give you, hang up, call back and ask for retention

If she has been a sub for that long and hasnt done any upgrades, I'm sure retention would give her a good deal

 

[PopcornNMore]

I called DirecTV tonight and they wouldn't allow me to make any changes since I'm not added onto my mom's account. They told me that my mom must call for service even after I explained that my dad had passed away and my mom doesn't understand the technical questions.

So, I called my mom and gave her the details on what to say. She later called and got talked into receiving a SD receiver for only $24 (I believe D12) to save monthly charges and they lowered her package to the Entertainment package. This way the dish can remain the same. I would of insisted on getting the HD receiver, but they wanted $119 and my mom was interested in lowering monthly costs.

 

[JerryVolunteer]

I called DirecTV tonight and they wouldn't allow me to make any changes since I'm not added onto my mom's account. They told me that my mom must call for service even after I explained that my dad had passed away and my mom doesn't understand the technical questions.

So, I called my mom and gave her the details on what to say. She later called and got talked into receiving a SD receiver for only $24 (I believe D12) to save monthly charges and they lowered her package to the Entertainment package. This way the dish can remain the same. I would of insisted on getting the HD receiver, but they wanted $119 and my mom was interested in lowering monthly costs.

Same thing with my mom. My dad has passed as well but they dont know so I just call and say Im my dad lol

 

[Mr Tony]

So, I called my mom and gave her the details on what to say. She later called and got talked into receiving a SD receiver for only $24 (I believe D12) to save monthly charges and they lowered her package to the Entertainment package. This way the dish can remain the same. I would of insisted on getting the HD receiver, but they wanted $119 and my mom was interested in lowering monthly costs.

call back as your dad (heck I do it for my dad's account and he's still alive) and see what they can do
If the DVR died they should have given a free SD receiver honestly and hopefully they come and install it

Also when they install the receiver (be it SD or HD) check the next bill to make sure the DVR fee is removed (they cant remove it until the DVR is off the account)

 

[PopcornNMore]

call back as your dad (heck I do it for my dad's account and he's still alive) and see what they can do
If the DVR died they should have given a free SD receiver honestly and hopefully they come and install it

Also when they install the receiver (be it SD or HD) check the next bill to make sure the DVR fee is removed (they cant remove it until the DVR is off the account)

They shipped the receiver and told my mom that they don't come to the house to install receivers. Poor service if you ask me, especially since my mom subscribed for so many years and always paid the bill on time.

Not only will I need to walk my mom via phone on how to install the new receiver I must also activate it and deactivate the broken receiver.

 

[Mr Tony]

No neighbor to help?

Couple notes then
The existing DVR has 2 lines running into it while the receiver only needs one
There will be a piece of paper in the box with a number to call to activate. Get that number from your mom. When you call it helps you through it with prompts for activating or replacing the receiver.

Do you know if DIrectv wants the DVR back? Some of the older ones they may just ask for the card

 

[PopcornNMore]

No neighbor to help?

Couple notes then
The existing DVR has 2 lines running into it while the receiver only needs one
There will be a piece of paper in the box with a number to call to activate. Get that number from your mom. When you call it helps you through it with prompts for activating or replacing the receiver.

Do you know if DIrectv wants the DVR back? Some of the older ones they may just ask for the card

Sadly, a lot of people in the neighborhood have died and only a few widows remain.

Only one coax was origionally installed, so the DVR only had one coax attached. The DVR only got used when my family visited my parents.

I found out that they did give her a free replacement receiver and the $24 fee is to cover shipping. Yes, they have asked that the broken receiver be returned.

 

[Mr Tony]

Only one coax was origionally installed, so the DVR only had one coax attached. The DVR only got used when my family visited my parents.

ok

I found out that they did give her a free replacement receiver and the $24 fee is to cover shipping. Yes, they have asked that the broken receiver be returned.

sounds right. But there should be no contract extension then
Good part is Directv doesnt charge for her to ship back the old one. Put it in the box and send it back via USPS

 

[Mr Tony]

also make sure for her to check her bill next month to verify they removed the $8 DVR fee and also gave a prorated credit from the day she activates the new receiver and removes the DVR

 

[PopcornNMore]

DirecTV customer service SUCKS!

For the past 2 weeks I've been asking my mom "did the receiver arrive yet?" and everyday she would say "NO". Last night I logged into her account and saw a new monthly charge of $68 and NO mention of a replacement receiver.

I then called DirecTV and after going through their talking menu options for 15 minutes I finally get a live person. I explained the problem and she too saw nothing on the account about a replacement receiver. The entire conversation was about adding FEES. Since my mom was going from a SD DVR to a SD receiver their would be a $69 fee I was told. I asked if the replacement receiver would be free. Oh no said the CSR. $49 for a SD or $99 for a HD receiver plus shipping. Can a tech come to install the receiver? For a $49 fee she said. I told her that my mom had been a loyal subscriber for 20 years and that I receive HD for FREE with Dish Network. We charge $10 a month for HD she said. Can the monthly $68 cost be removed since her receiver has been BROKEN for the past month? Possibly after the new replacement is installed she said.

She then said "Since it is our fault the replacement never got sent I can offer you the following deal" which I had no option but to accept:

A free replacement SD DVR receiver would be sent for $19 shipping, so it won't be considered a downgrade costing an additional $69 and she will reduce the monthly bill by $10 for 2 years to help cover the cost of the DVR (which my mom NEVER uses), but a 2 year commitment is required.

This morning I was thinking that I should have opted to get her the $99 HD receiver along with the same $10 a month off offer for 2 years and then sent a check to my mom for $100 and say the new HD receiver is a Christmas present from us both. However, it's too late as the SD receiver probably already shipped as she put a 2 day rush on it.

 

[PopcornNMore]

Sorry, but your going to hear me bitch more about DirecTV as I need to get this off my chest before I take it out on my family tonight.

My mom's replacement receiver arrived today and I began explaining to her long distance on how to install and activate it.

Mom: It looks nice.
Me: Yes, it's smaller and black in color.
Mom: No, it's silver.
Me: What model is it?
Mom: R15
Me: They sent you the same old outdated model and now have you on a 2 year commitment.
Mom: I guess they did, it looks used.
Me: Ok, let's remove the old receiver and cords.
Mom: I'm going to need the old cords and remote. The new receiver didn't come with any cards or remote!
Me: I'm ready to call DirecTV and tell them off.
Mom: Let's continue to see if we can get it working.
Me: OK.
Mom: Ok, it's starting after to startup. It says to enter order ID and hit continue.
Me: Enter the order ID I gave you and select continue.
Mom: It now says to call DirecTV to activate.
Me: I can do this online. I do so and receive an error "This account has no new receivers to activate please call DirecTV".
Mom: I'll call DirecTV and then I'll call you back.
Me: OK
Mom: I called and after being on hold for 20 minutes someone answered and took the receiver ID number and told me that they will call me back.
Me: My Mom has now waited over 2 hours and nobody has called.

I should have thrown the receiver out, cancelled DirecTV on the spot and installed Dish Network for my mom weeks ago when her receiver first broke.

Ok, I'm done bitching and will now see if there is a bottle of wine in the house.

 

[wallyhts]

I saw this tonight and then saw your post so I thought I would troll on over. LOL

 

[Mr Tony]

Me: What model is it?
Mom: R15
Me: They sent you the same old outdated model and now have you on a 2 year commitment.

if they sent out the same model then there is no contract extension...they replaced the one that died

Seriously...do this...call back and right away say RETENTION....you will get retention who knows what the hell to do and will fix it. You have had more issues in the last week with them than I have had in the last 2 1/2 years (which has been no issues honestly)