$200 install for WH???

bberger:

SD is going to be with us for a long time to come... why would they alienate millons of customers who only have and only want SD service?

rowari:

Have you tried simply activating WHDVR online yourself. If that doesn't work I would try a different CSR. The web site certainly implies that you should be able to activate the service without having them come out, and a service call should only be $49 anyway.

"If your DIRECTV system includes the required receivers, you may already be set up for Whole-Home DVR. If this is the case, you just need to activate Whole-Home DVR service. To confirm your setup and activate, sign in to My Account or
call 1-800-531-5000."

Yep.  The online option is not available to me, please call for more information.

What you quote is what I read, hence my ire.  It certainly does imply minimal, if any, charges.  Based on my previous experience with WHDVR I certainly did not expect any charges beyond the monthly service fee.

Again, even the rep I spoke to told me that everything checks out...equipment and your connected.  But, we do have to send a tech out to make sure.  And, the charge for that is $199.  I went over this three times with her, politely. Same answer.

I've not called back but if by calling another csr you get different results, where's the consistency in that?  If getting decent customer service (and don't get me wrong, I'm not against them charging a fair price for services and wanting to make a profit, I get that) is a shot in the dark that is potentially going to take multiple phone calls...well, I've got better things to do with my time, and better ways to spend my money.  Especially when I've given them a fair chunk of it over the last 11+ years.

Unfortunately, there still seems to be a lot of misunderstanding and misinformation about WHDVR among both employees and customers, so the answeres you get may not always be the same. However, it makes absolutely no sense to charge someone who already has the right equipment for an upgrade to the right equipment... and if all they need to do is 'inspect', then a normal service call is only $49. The logical thing to do would be to turn it on and then if it doesn't work send a tech to find out why...

Agree 100% and would have no problem with this.  I understand the tech time and fees.

And, if he happened to find an issue that cost $'s and gave me my options then, I'd be raving about the service.

Unfortunately, that's not the case right now.

Well the R22 experiment was a failure, although we probably won't ever know exactly why... too much cost would be my guess though. Although they are moving to 'harmonize' things somewhat... by using the same mount for SD and HD dishes for example.

"No need to alienate those customers.  Just put out a box that does both. (or do they already?)  Or is easily upgradable. Like the R22.  If they only have RF input.....throw in an external modulator for 20 bucks so you don't have to include that feature and keep the cost of the box down.  Planned obsolescence got the American car companies in a lot of trouble years ago.  As soon as a vialble alternative came along (like Japanese cars) people jumped on it"

People won't give up receivers that are working to buy a new one. Directv would have to replace the SD receivers that are out there at their expense. Free boxes with free installs for the majority of boxes that are out in the field. That would not be cost effective, might even bankrupt them.

joed32

I'd be shocked if a non-dvr box cost them more than 50 bucks.  At 5 bucks a month they recover in 10 months and profit after that.  Even if they cost 120, they break even after the 2 year commitment.  I don't know the percentage, but I believe that many people could replace the boxes themselves if they were shipped to them.  Even if they can't, a 10 minute service call to chahge a box out could't be that much.  Having said that, the REAL profit is in the monthly service charges.  That's why cel phone companies give phones away for free.  I do agree with you in that people won't give up boxes that are working to buy a new one.  I am one of those people.  By not changing out my 4 sd boxes (i was willing to pay for the dvr)  direct tv is going to be giving up hundreds, if not thousands, of dollars in future profits from me. 

It would help if we knew how many SD receivers and DVRs are out there.

Just to piggy back on what you are saying i believe it to be a problem with the csr's as a week ago i called to sked a tech to come out to do my setup for whdvr, and was told i already had all equipment that was required (hr23-700; hr21-100). he did something on the computer had me turn one of my receivers navigate a couple of screens and that was it. $3 dollars later. long story short i don't think all the csr's are on the same playbook.

You're lucky they quoted only $200.  I called several times playing the CSR roulette game and am getting quotes anywhere from  $350 - nearly 500.  The latest attempt was today.  The posters who claimed the $200 includes all gear necessary are quite wrong, I'm afraid as I was told I need to fork over money to upgrade an SD receiver (I only have two teevees) and then 200 for install and then more money for internet connections  (which is working fine right now on a copper LAN wire) and  blah blah blah.  My blah blah blah back at them will be a cancellation notice once my contract is fulfilled or sooner if I find a better deal that will pay for the cancellation fee.  Sad thing is, three days later Directv will be callilng me and offering all the same stuff and hookups for free that they now want hundred of $s for.

$200 is for the WHDVR installation and any dish or networking equipment required.  It does not include the price to upgrade SD Receivers or SD DVRs to WHDVR-compatible HiDef Receivers/DVRs.  That's typically $99 for an HD Receiver and $199 for an HD DVR.  

I had whole house DVR during the beta test that ended last May.  Why would I need to pay $200 now to have it installed when I already have had it hooked up before?  I told the CSR I'm already connected via ethernet cable....

You don't.  Just have them enable WHDVR service on your account as "unsupported".  You'll still be billed the $3/mo WHDVR fee of course.  Unfortunately, not all CSRs are aware that they can do this. Sometimes emailing DirecTV's support folks (via the email link at the main DirecTV.com site) is easier.  

I spent over an hour today on this very thing. I spoke to 1 CSR, 3 technical support agents, 1 person from "network", and a supervisor. They ALL said that it was impossible without a DECA. The supervisor actually told me that only the HR24 would without an external DECA because it was built in and all others needed the extra equipment and installation at $200. 

BTW, I have an HR23 and an HR22.

I tried the email route today. I hope that works.