How to get a HR24

[Rey]

I will try and find it in our system and post it here. as it in our TS guide for slow remote function

that would be great stone!

 

[Hemi 6.1]

I'm sure there will be a time when the HR 24 will be what is given out everywhere.

Yep, When the Hr 27 is released.

 

[satjay]

Please note: this is not meant to be positive or negative, but this is another diffrence between the two sat companies-Dish seems to blast out info on there new stuff, Direct not-with that I am looking foward to the equipment upgrade with the HR24!, this is not meant in a negative manner, as we know there are many other diffrences we prefer!!

 

[grydlok]

Still in Billing till August but I get my fair share of people who think a billing supervisor can give them an HR24 I still getting recertified in ace half the day and the other half I am still taking supervisor calls and managing agents.

Going to get worse once you are in ACE full time. I haven't done a install in a year and I wonder if I still have activities sitting in ACE that never been changed.

I use to get the "We can't change the W/O because it will charge the customer can't your office compensate you for the extra work"
For stuff like that and the crying over a IRD's is why I only do custom jobs.

 

[joed32]

Yep, When the Hr 27 is released.

Yep. Then people will be crying that they ordered a DVR and got the old POS HR24 instead of the 27.

 

[geonaz]

At last

Well I finally convinced D* that I had a bad HR20. After being accused of lying just to get a HR24 they were convinced when they finally realized that a message saying they detected a problem with the storage device. The original installer came out ant put in a new HR20 and so far it works great. No, I did not get the HR24 I wanted but all I ever really desired was a unit that worked. As Goalie Bob said on another thread MLB rocks. I am contented now. After a lifetime in customer service I still can't believe how I was talked to when I called in. I wonder if I was connected to Mr. Cold. Please don't get mad, just having a little fun at your expense as you did to us. Thanks guys for all your great feedback and don't change in your enthusiasm and sharing your know how. By the way. My installer did have a clue. Paul was courteous and professional at all times.

 

[stonecold]

Going to get worse once you are in ACE full time. I haven't done a install in a year and I wonder if I still have activities sitting in ACE that never been changed.

I use to get the "We can't change the W/O because it will charge the customer can't your office compensate you for the extra work"
For stuff like that and the crying over a IRD's is why I only do custom jobs.

ACE is no longer allowed to change w/o on site for tech they have to call there local office for work order modification.

 

[stonecold]

Well I finally convinced D* that I had a bad HR20. After being accused of lying just to get a HR24 they were convinced when they finally realized that a message saying they detected a problem with the storage device. The original installer came out ant put in a new HR20 and so far it works great. No, I did not get the HR24 I wanted but all I ever really desired was a unit that worked. As Goalie Bob said on another thread MLB rocks. I am contented now. After a lifetime in customer service I still can't believe how I was talked to when I called in. I wonder if I was connected to Mr. Cold. Please don't get mad, just having a little fun at your expense as you did to us. Thanks guys for all your great feedback and don't change in your enthusiasm and sharing your know how. By the way. My installer did have a clue. Paul was courteous and professional at all times.

Problem is we had a alot of people who been trying and willing to do anything to get an hr24 I had a guy take a hammer to a hr22 and told me that i needed to $%#$%# replace it I told him i was a billing supervisor not tech so only thing i could do now was charge him for destorying dtv own property.

 

[DetFan]

Then tell your people to at least install new subs with the new stuff, not old ass HR20's on a new install. As a rep of DTV wo cares what you have to listen to on the phone. You don't like it find a new damn job, or put your bosses on the phoned and let them take the heat.

I got installed in my new house last may with used equipment, since then Ive gotten replacements that are the same crappy stuff that works when it wants to, yet I can never get them replaced without going through hell to get it, even with the so called protection plan that you pay 6 bucks a month for.

The nerve of you people at Directv..LMAO, what a joke!!

 

[Lkr]

Then tell your people to at least install new subs with the new stuff, not old ass HR20's on a new install. As a rep of DTV wo cares what you have to listen to on the phone. You don't like it find a new damn job, or put your bosses on the phoned and let them take the heat.

I got installed in my new house last may with used equipment, since then Ive gotten replacements that are the same crappy stuff that works when it wants to, yet I can never get them replaced without going through hell to get it, even with the so called protection plan that you pay 6 bucks a month for.

The nerve of you people at Directv..LMAO, what a joke!!

it's their equipment, but who has to pay when it breaks? who also had to pay $200 up front?

 

[DetFan]

it's their equipment, but who has to pay when it breaks? who also had to pay $200 up front?

I don't understand your question but I paid with a 24 months contract, and when I got another HR 20 along with an H21 I increased my contract..Plys the 3 d12's I have, so I would say I paid for them, especially at 5 bucks a month..Who really is getting screwed here?

 

[cfb]

????
D*is not promoting this recvr.
Yes, it may be on thier website, but that nothing compared to advertising on TV.

Duck dodge and contort...you ought to be in the circus Jimbo!

Once again, not the topic of discussion. The point is that directv made a point of making this product, its content and its performance characteristics well known to the exact people who would want it.

They promoted the hell out of this through sites like dbstalk and satelliteguys where well over a hundred thousand satellite fans and all the people they know and recommend satellite service to became well aware of it. They worked cooperatively with dbstalk to make a 'first look'. I'm sure that first look was well viewed by many if not almost all people who write about, sell and install directv products.

So my point was that directv cant have it both ways...crow about a new product but then get mad at the customers who want one, nor to maintain a half dozen different products with different appearance and performance characteristics and a system that cant choose.

They could quite easily set up their system to drop ship the receivers and associated equipment directly to the customer prior to installation and give the customer exactly what they want. The way they do it is cheaper and easier. Thats a convenience for directv, not for the customer.

Or if they want it treated as a commodity item, label and present it as such. Then if it happens that people notice the new box is faster, like people noticed that the HR23 has better picture quality...ignore, deny or obfuscate.

 

[Jimbo]

Duck dodge and contort...you ought to be in the circus Jimbo!

Once again, not the topic of discussion. The point is that directv made a point of making this product, its content and its performance characteristics well known to the exact people who would want it.

They promoted the hell out of this through sites like dbstalk and satelliteguys where well over a hundred thousand satellite fans and all the people they know and recommend satellite service to became well aware of it. They worked cooperatively with dbstalk to make a 'first look'. I'm sure that first look was well viewed by many if not almost all people who write about, sell and install directv products.

So my point was that directv cant have it both ways...crow about a new product but then get mad at the customers who want one, nor to maintain a half dozen different products with different appearance and performance characteristics and a system that cant choose.

They could quite easily set up their system to drop ship the receivers and associated equipment directly to the customer prior to installation and give the customer exactly what they want. The way they do it is cheaper and easier. Thats a convenience for directv, not for the customer.

Or if they want it treated as a commodity item, label and present it as such. Then if it happens that people notice the new box is faster, like people noticed that the HR23 has better picture quality...ignore, deny or obfuscate.

YOUR so confused .......
D* Never promoted this product ... had they promoted it you would have seen it ON TV, not if you happen to know of a website you may find info about it.

Do you realize how many subs have NO IDEA about any website like this ....
1-2% of thier subs have ANY knowledge of sites like this or that any new sats went into the air or anything like that.

YOU seem to think that because you and I are aware of what is going on that EVERYONE knows

 

[cfb]

Directv needs to bring cfb into customer relations and strategy meetings!

Honestly, I doubt they have any. If they do, they're more about how to control the customer, who is probably treated as the enemy.

That became obvious to me when the early termination fee was implemented. Directv had a problem where too many people were canceling service and instead of trying to figure out why and fixing that problem, they made it financially hard for the customer to do it.

Businesses arent defined by how the handle ordinary customer transactions and ordinary product matters. They're defined by how they handle extraordinary and exception issues. Anyone can bang out a process that handles 95% of what goes on, its what you do with the other 5%. Unless you just dont give a hoot about that 5% and let your $480 fee handle that for you. They certainly dont have any process in place to handle exceptions, nor the right sort of employees. I'm sure right now there are a couple of directv guys here who cant stop muttering "But our system just doesnt WORK that way!". Which is why they'll be first line guys for most or all of their careers.

This thread and another like it where a customer wanted answers to some simple questions from directv share a lot of similarities. In both cases you have an exception: customer wanting a specific box, customer wanting to know who will do an install...and directv cant handle the exception. Then they respond to their inability to address the exception by becoming angry at the customer and suggesting that wanting the best product directv sells or some information about their install is inappropriate and they should just quietly take what they get.

Directv could have made a revenue opportunity of this by offering the HR24 up as a premium offering 'in short supply' and if someone wanted it and asked for it by name, charged them $50 or $100 to get it instead of a mystery dvr for free. Offer a 1TB model and charge $250 for it for a new customer or $150 for an existing customer as an upgrade without extending the contract.

Asking someone to go and buy it at retail for ~$200 and eat a 2 year contract commitment extension whether they're new or not is simply wrong on a variety of levels.

There are all sorts of ways to delight the customer and still make money, or at least not lose any.

 

[cfb]

YOUR so confused .......

YOU seem to think that because you and I are aware of what is going on that EVERYONE knows

No Jim, you're confused. You appear to have a lot of trouble sticking to the topic and cant help but create strawmen.

It doesnt need to be 'everyone', and it doesnt need to be on tv for this to be a legitimate issue.

Directv DOES heavily advertise, on tv, and yes...to everyone...that they have all sorts of fancy new features. Except using all of those features on non HR24's doesnt really work that well. They also 'advertised' heavily to the enthusiast community (that we're a part of) that this new product was a better performer, and the enthusiasts concurred that it solved a lot of performance problems.

Then we're told that if you're an enthusiast and know about it and ask for it by name, go take a flying %$^% at a rolling donut and go buy it yourself if you want it, while we might randomly give it away for free to someone who doesnt care.

It'd be helpful if you sort of kept to the topic, didnt keep trying to create giant strawmen that you can knock down, and came off as a little bit less of an apologist. I mean, heck, I'm the negative directv guy a lot of the time but I keep offering suggestions and ideas as to how the problems could be resolved or improved and I try hard to keep it reasonable.

 

[Lkr]

I don't understand your question but I paid with a 24 months contract, and when I got another HR 20 along with an H21 I increased my contract..Plys the 3 d12's I have, so I would say I paid for them, especially at 5 bucks a month..Who really is getting screwed here?

I was making fun of their policy. I had to pay $100 up front for receivers. They are not covered by any warranty and they are 100% owned by D*

 

[stonecold]

I love how people complain about 5 dollar fees. Like they were magically were not around back when everyone "owned" there equipment. I guess I could suggestto corporate that we start charging 17 dollars per hddvr.

 

[Hemi 6.1]

I had a guy take a hammer to a hr22 .

Can you really blaim him?

There isn't a day that goes by that I don't atleast think about tossing the HR23 out the window.

He didn't take a hammer to it to get the HR24, He took a hammer to because it works like a piece of crap.

 

[cfb]

I love how people complain about 5 dollar fees. Like they were magically were not around back when everyone "owned" there equipment. I guess I could suggestto corporate that we start charging 17 dollars per hddvr.

Stupid customers!!!

 

[stonecold]

Can you really blaim him?

There isn't a day that goes by that I don't atleast think about tossing the HR23 out the window.

He didn't take a hammer to it to get the HR24, He took a hammer to because it works like a piece of crap.

If I took a hammer to your car or truck and cause 199 dollars in damage could you blame me?

P.S. He asked for a hr24 and when we told him no he smashed it . So he did it because people can be such childern