Since February I have been trying to get an SWM-8 from Directv so I could continue to use my OTA antenna. Because I live within eyesight of the Maryland border and I do most of my work in Baltimore county I didn't want to use Directv local channels since they would only give me the Pennsylvania channels 50 miles away in the wrong direction. Also, Directv has contacted me a few times about upgrading my equipment so I can get the latest and greatest HDTV broadcasts from them. I've held off until I could get an SWM-8 switch so I could retain my OTA.

I've been a Directv customer for 13 years now. Here is the latest exchange.

Dear Sirs:

I have been a member for almost 13 years and I can't believe that my
one request I've had over all that time can't be answered by your
customer/technical support in the 6 months I have been asking.

I live within sight of the Maryland border outside of Stewartstown, PA.
(17363) I do not want PA HDTV stations since all of my work and focus
is in Baltimore, MD. Because of this I do not get the local HDTV
stations from the satellite. Instead I have an external antenna hooked
up to a multiswitch which diplexes the antenna signal into the Directv
feed and is then split out at the individual TVs. I absolutely require
an SWM-8 (Single Wire Multiswitch) to continue to feed OTA (Over The
Air) TV to my televisions. Since February I have been trying to get a
guarantee that if I upgrade I will receive this switch as part of my
upgrade package and so far your representatives have not only been been
unable to do that they don't even know what I'm talking about.

Today I called again and the CSR gave me the number of the installer
who supposedly works in my area so that I could ask them directly if
they have the SWM-8 to install. One would think that this should have
answered my question however, the company given to me (Skylink
1-800-804-6018) does not, according to them, service Pennsylvania as a
HSP (home service provider).

This is basically the last straw. Either I get some obscenely great
deal PLUS the guarantee of the SWM-8 switch or I will be looking at
another provider who can not only work with me but has an idea about
what equipment they have to install.

At a minimum I would consider the following:
2 FREE HD receivers capable of receiving the current and future satellite
broadcasts, H21-200 or newer

SWM-8 multiswitch

5 LNB dish Ka/Ku capable

Free installation

As with all my other upgrades over the years I will agree to extend Directv
service for an additional 12 months.

Sincerely,

XXXXXXX



Response (Maricar T. - 100130112) - 08/15/2008 11:37 PM
Dear XXXXXXX,

Thank you for taking the time to write us with your concern. When I reviewed
your DIRECTV account, I found that you have been with us since 1995. Please know that we do value your business.

We appreciate your business and we want to keep you as a customer. Our best equipment and programming offers are usually online. By registering at
http://directv.com and signing up for email alerts, you'll also find out
about any special deals as they become available. Just go to http://directv.com/register to sign up.

I understand that you have other issues to discuss regarding our equipment and programming. As such, we need to speak with you to help you get the equipment and programming you're looking for at the best possible price. Please call us at 800-531-5000 so we can assist you.

Thanks again for writing.

Sincerely,

Maricar T. - 100130112
DIRECTV Customer Service



Thank you for your reply but calling Directv customer service again is not
going to fix this problem. I called yesterday which resulted in writing the
original letter in the first place and I doubt anything has changed in 24
hours.

What I am asking is pretty simple. Either an answer of "Yes we have that
and can do it" or "No that isn't possible" Once you have determined how you will proceed you may call me to get any additional information you may need.

Sincerely,

XXXXXXX



Response (Kirk S ID U9311) - 08/16/2008 09:48 AM
Dear Mr. XXXXXX,

Thank you for writing with your concerns and I can assist you.

I realize how frustrating this must be for you and certainly understand your
concern. I tried to call you today at around 11:25 AM CDT but was unable to
reach you. We cannot guarantee the installation of a Single Wire Multi-switch
on any installation at this time.

Thank you again for writing and I hope that I was able to help you. As always
our goal is to provide you with excellent customer service and world class
entertainment.

Sincerely,

Kirk S.
U9311
DIRECTV
Customer Service



Dear Kirk S.,

Thank you for calling, I was out at the time. I would call you back but you
didn't leave a number for me (which I'm sure is just the regular Customer Service line) nor an extension for me to reach you at.

I have to severely disagree that the SWM-8 is not available. There are
hundreds being sold at hundreds of stores and all have the Directv logo on them. The switch has been out for a year now between testing and limited markets and is available nationwide for users who require it. I am one of those users. Since Directv is the controlling entity for the switch it is incongruous to say they are not available.

While I am sure you looked into this as far as your level of authority I feel
that I need to speak or write with someone further up in the organization to
resolve this. I know they are available, I've seen them installed and it
was a Directv technician who installed it. A private contractor no doubt but he still gets his equipment ultimately from Directv.

Due to my odd work schedule I will be available all day Tuesday if you wish to
set up a phone call with someone who has the authority or knowledge to respond to my request. An email will suffice that states the time you are going to call. I am on eastern time here so we don't get the timing wrong.

Sincerely,

XXXXXXX



Response (Kirk S ID U9311) - 08/16/2008 11:22 AM
Dear Mr. Knuth,

Thank you for writing with your concerns and I can assist you.

DIRECTV provides the manufacturing of these multi-switch but we do not control their installation. DIRECTV is a hardware and service provider and we do not perform installations. The installation of this equipment is based on the local contractor and again, these are only available in a few markets throughout the US.

I have the knowledge and authority to address your concerns; unfortunately
however our statement of fact is not acceptable for you. If you would prefer to speak with the installation company I will provide you with their contact
information.

There are two contractors in your area that service our customer’s equipment. The first is Ironwood Communications at (800) 805-8570 and the other being Skylink at (800) 804-6018). (Remember what Skylink said in the first letter? My bolding)

If you prefer to communicate with someone else regarding the availability of
the SWM you can write to our office of the president at:

Office of the President
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

Thank you again for writing and I hope that I was able to help you. As always
our goal is to provide you with excellent customer service and world class
entertainment.


Sincerely,

Kirk S.
U9311
DIRECTV Customer Service



Dear Kirk S,

Thank you very much for the information. If you have read this saga from the beginning you would see that I did contact Skylink (see first letter) and they said they do not service Pennsylvania. That by itself does not give me great confidence in the coordination between the customer service side and the install side of your operation. As for Ironwood I am caught in a Catch 22 with them. They won't give me any information without an order number from Directv, I can't get an order number without making a commitment to Directv. I can't make a commitment to Directv without knowing I'll get the equipment I require.

The only way to break this stalemate is to force the issue which is what I am attempting to do now. One would hope that you have a fairly good relationship with the companies whom you authorize to install your equipment and could say to Ironwood or whomever "Customer XYZ needs this item as part of his install" I am contacted by Directv on a regular basis to upgrade my service and equipment for HDTV but yet when I do want to upgrade it is Directv or your representatives that are the hold up.

I will be writing the Office of the President to include this entire exchange and I will be posting this on the appropriate websites so that others who have the same problem don't have to go through what I am going through.

After 13 years as a loyal customer I find this incredulous.

Sincerely,

XXXXXXX


And that is where it stands as of this morning. Does anybody know if Dish HD allows you to use an OTA antenna on one wire to their STBs? I might have to switch.

1) No offense but if you expect someone to read all of this you need to sum it up.

2) If you want an SWM-8 now, you'll have to do the same most other people did, buy your own.

None taken. I didn't sum this up because it would be very difficult not to bias it in my favor. This way you get everything the way it was written and can form your own opinion if you wish.

Directv provides the switch, there are too many people out there who have had it installed by them. Buying it is an option but one that I shouldn't have to make considering the availability and that they are the ones who control the distribution.

Where have you seen too many people that have had them installed? Most people over at dbstalk.com that have them bought them outright from what I've seen.

Perhaps a nice Brie or Cheddar would help? Or perhaps a little time spent over at www.dbstalk.com would help explain why you are getting nowhere with your Quixotic "crusade."

Since February I have been trying to get an SWM-8 from Directv so I could continue to use my OTA antenna.

I won't quote the entire saga.

1) I don't work for D*

2) I do understand your issue

3) The CSR is correct, they use contractors to install equipment. The contractors buy the equipment. If contractors in your area have not purchased the equipment, then D* cannot force them to do so. Not all contractors have rolled out SWM-8s. In fact, the FTM will likely become the standard for home installs, not the SWM-8, which will be used in MDUs for the most part. I suspect that most contractors will make the move to the FTM as the SWM as it becomes more available.

4) If you had gotten to someone more technical, they would have told you that your requested equipment you asked for would not have accomplished your stated goals in the first place.

5) Bottom line, you want D* to supply you with equipment so you can receive a signal they do not even supply or that does not have anything to do with their equipment? I can understand if they blow you off.

EDIT: Oh yes, I forgot. You get a 24 month extension with any new equipment now and even if a CSR has told you anything different - and you have a third party online to verify they told you that, their contract does not allow the CSR to modify the contract in such a way (Been there, done that). So, lots of luck with that as well.

EDIT: Oh yes, I forgot. You get a 24 month extension with any new equipment now and even if a CSR has told you anything different - and you have a third party online to verify they told you that, their contract does not allow the CSR to modify the contract in such a way (Been there, done that). So, lots of luck with that as well.


Not that the OP's even interested, but the 24 month contract and how it relates to HD upgrades in particular (including the installation of new equipment), it will be waived in certain instances.

I'd agreed to replace my existing MPEG-2 HD hardware (an HR10-250 and PhaseIII dish) and upgrade to current MPEG-4 capability via an HR21-200 DVR and Slimline AU9 dish under the condition that no contract be required. Turns out, that in order to retain certain longtime customers, allowances have been made and waivers issued to those who purchased HD equipment in the past, much of which is fast becoming obsolete. Good move on their part.

I'd like to see some proof of that, that contract is one thing on one gets out of it.

Let's take these issues one at a time.
First, there is no point in asking DireCTV or its installers to get an SWM8. They won't and can't. SWM8s are not in the normal install channel, they are currently only available to techs working for the MDU installers, as has been posted. If you want an SWM8 you will have to buy one from one of the online suppliers, like solid signal. There is no point in pressuring the CSRs about this, you will NOT get one.
Apart from one or two "accidents" everyone with an SWM8 has bought it themselves.
Second, as has also been posted, there are circumstances in which new equipment does not generate a contract extension. In particular, those people responding to DirecTV's offer to make an equipment upgrade from the HR10-250 to the HR2x DVRs have in almost every case been getting this without a contract extension, as gloveguy posted.

Not that the OP's even interested, but the 24 month contract and how it relates to HD upgrades in particular (including the installation of new equipment), it will be waived in certain instances.

I was told it was waived on an install I was involved with. I had 3 unrelated parties conferenced in to hear the CSR repeat this.

Turns out when time to cancel, the master agreement states that a CSR is not a legal representative to waive any conditions and changes to the contract, thus its no different than the Drive In person at McDonalds signing a contract to switch the store from Coke to Pepsi. They are not legal representatives and what they say is non-binding.


Second, as has also been posted, there are circumstances in which new equipment does not generate a contract extension. In particular, those people responding to DirecTV's offer to make an equipment upgrade from the HR10-250 to the HR2x DVRs have in almost every case been getting this without a contract extension, as gloveguy posted.

The exact circumstance I described to a tee.

Now, try getting out of it.

Sleep well.

Now, try getting out of it.


Well DirecTv is sending out e-mails saying, "... FREE OF CHARGE. No strings attached." Personally, I would consider a 2yr contract extension to be a significant "string." :)

Well DirecTv is sending out e-mails saying, "... FREE OF CHARGE. No strings attached." Personally, I would consider a 2yr contract extension to be a significant "string." :)

I do not disagree. That is why when I was quoted the extension (or lack of it - she was reading the script and it even shocked her! she brought it up, not me), I conferenced in 2 additional individuals to hear it as well as recorded it. Got the CSR employee's number and everything.

Again, the CSR is not a legal authority to make changes to the D* Master Contract. I will spare you the additional details, but it is perfectly legal and binding, just like a minimum wage person at McDonalds cannot sign a store contract for Pepsi, which is something that everyone can relate to.

In any case, D* rarely seems to enforce the early termination charge unless one fails to return their leased equipment. But then again, I've never canceled or played the follow the bouncing DBS provider game either. ;)