tivo stole my tivo [Text View]

linuxrlz

10-17-2005, 12:45 AM

I sent my tivo in for repair. All legal with rma and everything. called tivo and they say the warehouse has problems but they say it has arrived. My tivo was received by them 9/23/05 and I still don't have it (10/16/05).

Any suggestions? Anyone have similar problems?

Still waiting 10/20/05 ...

litzdog911

10-17-2005, 01:30 AM

When did they say you're supposed to get it back?

linuxrlz

10-17-2005, 09:10 AM

When did they say you're supposed to get it back?

They would not commit to a date.

Stoystown

10-17-2005, 10:40 AM

How much are you paying for them to fix it?

linuxrlz

10-17-2005, 03:09 PM

How much are you paying for them to fix it?

Nothing. It was returned under warranty. An 80hour version 2.

Stanley Rohner

10-17-2005, 04:30 PM

tally

10-17-2005, 06:19 PM

I RMA'd mine for an exchange on 9/30 and no replacement yet either. :( The last person I spoke to there said worst case scenario was that it would arrive today - didn't happen. They claim to be unable to contact the RMA center to find out what's going on and say the RMA center doesn't put what they do in the computer so no one knows where things stand.

linuxrlz

10-17-2005, 07:10 PM

I guess you could call them and ask.

FYI-
They won't "FIX" it, they're going to send you a refurbished unit.

Where did you buy it ?
If you bought it at a local store you should have brought it back to the store and told them to give you a new one since this one failed under the warranty time period.

I called and was told that they don't know the status. The warehouse got it and that's all they'll commit to.

I bought it from TiVo. This is actually a "Fixed" one that stopped working shortly after I got it. This is the fourth exchange.

I love the 3 other tivo's I have, but this one really sux big time. Also, I never got a rebate for the tivo I got my son.

This is the last tivo for me. I will definitely stop recommending tivo's. I bought one for my dad and several friends have bought them after my recommendation. No more ...

Sorry Tivo, you've screwed up too much and MS MCE is looking better all the time.

linuxrlz

10-17-2005, 07:11 PM

smark

10-17-2005, 07:16 PM

Wouldn't you need more than 2 people to have a class action lawsuit? :rolleyes:

litzdog911

10-17-2005, 07:46 PM

Try sending a private message to TivoBill. He's a Tivo employee and is often very helpful helping with Tivo customer support issues.

mick66

10-17-2005, 08:42 PM

I thought TivoBill no longer worked for TiVo and now posts as JustBill.

ECN

10-17-2005, 08:46 PM

...FYI-
They won't "FIX" it, they're going to send you a refurbished unit...

Doesn't it seem strange then, that the "return" seems to be waiting on the repair of the original?

I mean, wouldn't they have sent out a refurb immediately upon getting the old?

Something doesn't sound right here.

Could they be changing their policy on how they're handling machines still under warranty? (As in no more replacements?)

ECN

10-17-2005, 08:48 PM

I thought TivoBill no longer worked for TiVo and now posts as JustBill.

There are still other TiVo folks who post here, tho', aren't there?

SJAndrew

10-17-2005, 08:53 PM

I sent mine back for a replacement as well. When I spoke with the CSR on the phone (upon receiving the RMA after 1 hour and 6 minutes on hold), he said they would send the replacement upon receipt.

I called last Friday to find out when I would be getting it back (they received it 10/6 according to UPS). I received the same lame "we're moving the warehouse" excuse. Because they're moving warehouses - they're not able to confirm receipt (although I can confirm it myself), whether it's been processed, or whether or not a new one has been sent out. The person I talked with (Elvira) was worthless I'm sorry to say. All she could do is repeat that it should take 7-10 days.

My opinion of TiVo lessens every day :mad: .

Nothing irritates me more than being helpless and in the dark. I wish I had never sent it to them - who knows when I'll get it back. Even if they're going to blow past the promised 7-10 day window (as they already have), give me some real information. For all I know it's a paperweight on Elvira's desk.

Stanley Rohner

10-17-2005, 11:14 PM

Doesn't it seem strange then, that the "return" seems to be waiting on the repair of the original?

I mean, wouldn't they have sent out a refurb immediately upon getting the old?

Something doesn't sound right here.

Could they be changing their policy on how they're handling machines still under warranty? (As in no more replacements?)

I remember one time a long time ago hearing they didn't have refurbs available at the time to send out. It took longer to get a refurb unit back cause they were busy patching units up so they could send them out as refurbs.

Stanley Rohner

10-17-2005, 11:22 PM

I called and was told that they don't know the status. The warehouse got it and that's all they'll commit to.

I bought it from TiVo. This is actually a "Fixed" one that stopped working shortly after I got it. This is the fourth exchange.

I love the 3 other tivo's I have, but this one really sux big time. Also, I never got a rebate for the tivo I got my son.

This is the last tivo for me. I will definitely stop recommending tivo's. I bought one for my dad and several friends have bought them after my recommendation. No more ...

Sorry Tivo, you've screwed up too much and MS MCE is looking better all the time.

Maybe you should stop recommending buying a TiVo directly from TiVo. Go to BESTBUY or similar next time and get a BRAND NEW ONE. If it fails during the warranty period you can go back to the store and ask for a new one off the shelf, like it should be. If new unit fails during warranty period I don't think we should ever have to settle for a refurb, we should always get a brand new one, to replace a brand new one that died.

I thought most of the time when TiVo sells the units directly to the customers at some really great price in the fine, fine print it says -refurbished units.

mick66

10-18-2005, 02:23 AM

Originally Posted by mick66
I thought TivoBill no longer worked for TiVo and now posts as JustBill.There are still other TiVo folks who post here, tho', aren't there?

The point that you missed is that PMing TivoBill for current inside information/help is rather useless. And the fact that there are other Tivo folks that post here is also of no help what so ever.

no-blue-screen

10-18-2005, 09:15 AM

I sent one of my units back yesterday and it is scheduled for delivery on 10/19. I was told to send it to Louisville, KY. Isn't that the same warehouse that their old direct sales company used (the one that went belly up)? If so, what the heck is going on and how is TiVo even getting the units at all? I thought that warehouse was supposed to be cleared out? No wonder they aren't cross-shipping units. They probably don't have any units to send. Something is wrong somewhere and either customer service knows and isn't telling, or they are in the dark.

Very very bad TiVo :down:

ECN

10-19-2005, 01:58 PM

It's the aliens.

They've finally succeeded and they're undermining all the essential support systems.

Next thing you know, Blockbuster will begin running out of movies...

It's a nightmare, I tell you! A NIGHTMARE!!!!!

markandjenn

10-19-2005, 02:59 PM

The point that you missed is that PMing TivoBill for current inside information/help is rather useless. And the fact that there are other Tivo folks that post here is also of no help what so ever.
I agree. If you are going to PM anyone, I would think that person should be TiVoJerry now.

Stainless Steele

10-19-2005, 03:03 PM

Great, I just Fedex'd my NEW unit for replacement yesterday! I got one of those free 140hr units with 1 year of service they ran about 6 months ago. Well Monday I just got it out of the box and tried to use it. The unit was stuck on powering up. (must be a HDD issue)
The lady I spoke to said that They should mail me out a new one within a week once they get the other one. She did say they were having "distribution issues"

So basically it will take 6+ months before I get a replacement?

kcman

10-19-2005, 03:16 PM

Just ran across this thread. I had posted my experience on another thread dealing with the same problem. Here's my story:

I sent my TIVO unit in for an exchange last month, they received it September 22. To date I have not received a replacement. I have made a number of calls, received plenty of company rhetoric about how it will take "10 days", "2 additional days if submitted between September 20-22" and finally "it shouldn't take more than 14 days, tops". None of these statements have been worth their salt. I have "climbed" the ladder and spoken to two supervisors neither of whom were much help (they wouldn't allow me to go higher even though I persisted). I have presented them with alternatives (allowing me to purchase a replacement and giving me full credit) but they didn't "fly". They did provide me with concessions on my future monthly bills but still no shipment information. They can't even make a phone call to Louisville because it's not policy and there are too many of us in the same boat. I work for a corporation and have always been taught that if there are internal problems they should be transparent to the customer. Not so with TIVO.

Looks like we're in trouble. Anyone have any ideas on how we can collectively do something or are we all "stuck". I'm considering buying another unit (new one) as a buffer should this happen again.

mick66

10-19-2005, 04:34 PM

I'm considering buying another unit (new one) as a buffer should this happen again.

You'll have to commit yourself to a full year of service on the "buffer" machine. It may not be a problem for you, but it may be for someone else.

kcman

10-20-2005, 08:35 AM

You're right but what other alternative is there out there? I'm open to suggestions, I only have the single DVR that's in "limbo" somewhere in TIVO land. I love TIVO's program service, I just don't care for what's happening with their replacement program.

no-blue-screen

10-20-2005, 09:23 AM

My delivery was confirmed yesterday. I just hope TiVo gets their act together on this. I should have known they were having problems when they said they were no longer able to cross-ship replacement units. I guess I will just have to wait and see what happens to mine.

SJAndrew

10-20-2005, 10:08 AM

I have a similar post in the TiVo forums (asking when people received their units back).

Call me a cynic, but I would be surprised if I get mine back before Thanksgiving.

I will call next week and ask for my old unit back (I'm pretty sure this is a waste of time, but you never know until you try).

angel35

10-20-2005, 10:51 AM

:mad: I have a similar post in the TiVo forums (asking when people received their units back).

Call me a cynic, but I would be surprised if I get mine back before Thanksgiving.

I will call next week and ask for my old unit back (I'm pretty sure this is a waste of time, but you never know until you try).

Is Tivo dying. The word is Yes. I hope this is not true In podcasted,This week in tech.A Twit podcast with Leo I cant remember his last name and with others were talking about this and they think its so. does any know whats with Tivo I cant belive this true? :confused:

SJAndrew

10-20-2005, 11:03 AM

Well that's why I never opted for a lifetime subscription.

dgh

10-20-2005, 12:56 PM

For what it's worth, there were far more stories of TiVo's demise when I bought mine over 5 years ago. If I had gone with monthly, I would have paid $780.80 so far in service fees. However, I went with lifetime for $199. Current resale value of my lifetime service on ebay is $150 to $200 making my total service cost for five and half years around $0 to $50 - a $730 to $780 price difference.

TiVo's original competitor, ReplayTV has gone out of business twice but was picked up each time by another company who continued the service. I think people who choose to go monthly out of concern for TiVo's health are paying way too much money for a feeling of security but if you need that feeling, go for it.

SJAndrew

10-20-2005, 01:36 PM

Much to my surprise, I just received a response from a TiVo employee (he was responding to the thread I posted in the TiVo help forums).

As I wrote in my response to him, this contact goes a LONG way in repairing a lot of bad feelings I've developed for TiVo customer support borne of this situation. I can accept it taking longer than normal, I can accept extenuating circumstances, but I cannot accept an abject lack of information.

We'll see where this goes....I have my fingers crossed.

linuxrlz

10-20-2005, 06:40 PM

ttt

SJAndrew

10-20-2005, 09:06 PM

I received a phone call from Abigail in "execute support" for TiVo. She gave me a UPS tracking number for my TiVo.

Upon tracking the number, it's coming UPS red leaving today. I hope they sent it to my work as noted in the RMA documentation. But, even if it comes to my house and I cannot get it, at least I have information now....so much better than being in the dark.

Assuming I receive my replacement unit as I should, then I can say hats off to TiVo for fixing this problem as quickly as they did. My post on their forum was a day or two ago, I received an e-mail today, and a phone call with a UPS red tracking number late this afternoon. Every company has glitches..it's how they fix those glitches that proves their worth. Assuming everything turns out okay, then I can say my faith in TiVo has been restored :up: