Can someone entertain me as to the DirecTV upgrade policy? Here's my story:
I have been with DirecTV for 3+ years and have been having major problems with my HR22; very slow, recordings often freeze or pixelate during playback, sometimes recordings don't work at all. I called to upgrade and tell them I wanted at least a HR24 (which I also have in another room). They told me they could not guarantee what I would get so at that time I declined the upgrade. Well,, this past weekend the DVR just died. I've rebooted about 15 times and it never comes back up. It gets stuck on step 1 of the verification process or just goes to a blue screen telling me to reboot. I called back and this time was told I could get a newer model so I processed the upgrade.
Low and behold the DVR is delivered and it's an HR21, are they kidding me; just navigating the guide on my HR22 has become horribly slow. I called to complain and basically they still tell me there's nothing they can do. So I escalated to a supervisor who told me the only workaround was to have a technician come out on a "repair call" for the HR22 and then have him install a new one at which time I should have the option to tell him I want a newer model which the supervisor was confident he would have with him on the truck.
Now my problem is I have to wait more than a week for the installer to come and I'm still not 100% confident that I will get at least a HR24 or newer. I refuse to pay for old technology and I think this policy is insane especially since I have to pay for the receiver. Not to mention now I am without a box on my main TV.
Does anyone know why they have this policy in place or what I can do to make sure I get a much newer model? Am I out of line here?
I gave the supervisor this example: You have an iPhone 3Gs and are eligible for an upgrade and call your carrier to process the upgrade but they tell you you can't get an iPhone 5 or even an iPhone 4, you'll just get whatever they want to send you.
Thanks all, just very frustrated that they treat customers like this after paying almost $100 a month for there service plus subscribing to Sunday Ticket.