TACKY - Received USED Tivo reward today!

[buddhawood]

I came home tonight to find a beat up package on doorstep tonight and I opened it and there was my Tivo rewards Zen Media Player that I ordered a few weeks ago for my 50000 points. The Zen box has been opened and the thing looks like a refurb. All items were obviously opened and used and poorly repackaged. The unit itself even has a repair tag scotch taped on! And to top it off it DOESN'T WORK! Come on Tivo, Whats Up?

[jmoak]

Dude.... Someone screwed up and got a label on the wrong box and you got sent a zen that someone had sent back for repair/replacement. To send you something like that as a "reward"... well, you said it. That would be the definition of tacky!

Call them and tell them just as I put it above. That HAS to be a mistake. Treat it as a mistake.

A BIG mistake. Give em' a chance to make it right.


....if they don't, come back here and get LOUD!!
;)

[c3]

Well, the TiVo Rewards description doesn't say anything about being new. It doesn't say anything about working/not working, either. :)

[buddhawood]

Well, the TiVo Rewards description doesn't say anything about being new. It doesn't say anything about working/not working, either. :)

Well, you've got me there!

[dirtypacman]

Well, the TiVo Rewards description doesn't say anything about being new. It doesn't say anything about working/not working, either. :)


LOL :p

I agree just bring it to their attention and Im sure they will make it right for you.

[davezatz]

Remove the hard drive and see if they left any good content on it. ;)

[TiVoJerry]

Majorly weak! I spoke with someone on the Rewards Team and she assured me that we are not supposed to be sending out refurbs. Send me a PM with your contact info and rewards acct # (not the password) and I will pass it along to her for followup.

[buddhawood]

PM sent. Thanks for looking into the problem for me!

[DCIFRTHS]

PM sent. Thanks for looking into the problem for me!

Please keep us posted on the outcome of your situation. I hope it works out for you!

[AnotherWin95]

Nice to have TiVo folks in these forums huh?

[DCIFRTHS]

PM sent. Thanks for looking into the problem for me!

Still awating the outcome of this situation....

[buddhawood]

Still awating the outcome of this situation....

There is sort of a resolution. I was contacted by Tivo and they are going to send me a prepaid label to ship it back to them. They will then credit me back the 50000 point to my rewards account so I can reorder another one. Hopefully a new one this time. My only complaint is that by the time this all transpires the Zen may be as outdated as my Betamax! :-) But at least they are doing something!

[Test]

ah zen master....maybe you were not meant to have this device, look at this as your second chance. choose wisely young grasshopper

[DCIFRTHS]

There is sort of a resolution. I was contacted by Tivo and they are going to send me a prepaid label to ship it back to them. They will then credit me back the 50000 point to my rewards account so I can reorder another one. Hopefully a new one this time. My only complaint is that by the time this all transpires the Zen may be as outdated as my Betamax! :-) But at least they are doing something!

Glad to hear that you are getting your points back! I agree that this NEVER should have happened in the first place. Let us know when you get the new one. Fingers crossed for you :)

[gastrof]

Majorly weak! I spoke with someone on the Rewards Team and she assured me that we are not supposed to be sending out refurbs...


I'll take any working refurbed Zens you're stuck with... :p

[marrone]

They should have cross-shipped this, since they goofed up in the first place.
Granted, they are making it right, which is the right thing to do, but they should have sent him a new one overnight, with the mailer in it. They could always bill his account if he doesn't ship the refurb back within 30 days or so.

-Mike

[buddhawood]

Well, just and update. I STILL haven't even received my return label for this. Tivo said they have requested one be sent twice so far. I am really surprised that this is taking so long. I think they should do a advanced exchange. I have no problem with a CC to guarantee the exchange. It's bad enough that this happened to begin with but the delay in correction is getting ridiculous!

[lessd]

Well, just and update. I STILL haven't even received my return label for this. Tivo said they have requested one be sent twice so far. I am really surprised that this is taking so long. I think they should do a advanced exchange. I have no problem with a CC to guarantee the exchange. It's bad enough that this happened to begin with but the delay in correction is getting ridiculous!

I ordered something that was DOA, it took about 8 days to get the return label (they told me 10 days)..after I got it I sent the item back and got credit for it on my card... another 9 days..I just have to order another item. ( They even gave me credit for the shipping cost that I will have to pay when I reorder)

Les

[TiVoJerry]

I had no idea this was still an issue. I'll go knock some heads........uh, I mean "send a polite followup request".

[TiVoJerry]

Buddhawood, I sincerely apologize for this inexcusable delay, as well as thank you for being so patient and polite with your posts. I won't bore you with the details but for starters I have been assured that you will be overnighted a label and be contacted shortly by the company responsible for that aspect.

I'm also looking to see what our options are for going "above and beyond". Keep in mind that any possible options are likely out of my direct control so I can't make any promises but will do what I can.

The only good I can see in this (stricly IMHO) is if, by any chance, you were interested in the iPod Video (60gb, black) it is now available on the store for just 5k more. You now have a chance to rethink your options.

[DCIFRTHS]

I had no idea this was still an issue. I'll go knock some heads........uh, I mean "send a polite followup request".

:up: :up: :up:

[TechDreamer]

I think it's great that TivoJerry is helping out, but Tivo really needs to get their act together regarding vendors. It seems like every vendor they use has poor service.

[ZeoTiVo]

I think it's great that TivoJerry is helping out, but Tivo really needs to get their act together regarding vendors. It seems like every vendor they use has poor service.


most likely a lowest bidder type of situation since TiVo seems to pouring money into R&D instead of Customer Service. I agree that it has been a black mark on TiVo inc.'s perceived quality - time to rethink a lowest bidder approach

[buddhawood]

Buddhawood, I sincerely apologize for this inexcusable delay, as well as thank you for being so patient and polite with your posts. I won't bore you with the details but for starters I have been assured that you will be overnighted a label and be contacted shortly by the company responsible for that aspect.

I'm also looking to see what our options are for going "above and beyond". Keep in mind that any possible options are likely out of my direct control so I can't make any promises but will do what I can.

The only good I can see in this (stricly IMHO) is if, by any chance, you were interested in the iPod Video (60gb, black) it is now available on the store for just 5k more. You now have a chance to rethink your options.

Jerry called my house that night to advise me that they were embarrassed and sorry about the entire incident and the steps that they were going to take to correct he problem. I must say that I was impressed that he took the time to follow up on the problem. I think it just goes to justify my support in the the product AND the people, they just need a better fulfilment company! BTW speaking of the fulfillment company,I have NOT been contacted by them nor have I received a return label as of tonight. :-(

[DCIFRTHS]

Jerry called my house that night to advise me that they were embarrassed and sorry about the entire incident and the steps that they were going to take to correct he problem. I must say that I was impressed that he took the time to follow up on the problem. I think it just goes to justify my support in the the product AND the people, they just need a better fulfilment company! BTW speaking of the fulfillment company,I have NOT been contacted by them nor have I received a return label as of tonight. :-(

I agree with your comments about Jerry, and I like that he is going to bat for you.

As everyone probably knows, it's hard when you outsource because it's not as simple as "Well, on Monday we are switching vendors." As the recipient of the used product, you probably know that is not your concern.

Please continue to keep us posted.

PS This is the perfect opportunity to squeeze Jerry for a spot in the S3 beta ;) Just Kidding ....or am I :D

[Havana Brown]

I think Tivo should send you an extra somethin' somethin' for your troubles. :)

[Y-ASK]

most likely a lowest bidder type of situation since TiVo seems to pouring money into R&D instead of Customer Service. I agree that it has been a black mark on TiVo inc.'s perceived quality - time to rethink a lowest bidder approach
Yep! Thank God Tivo isn't building the Space Shuttle for NASA. Just imgaine what kind of sub-contractors they'd give their business to. :D

Y-ASK

[melfank]

Jerry called my house that night to advise me that they were embarrassed and sorry about the entire incident and the steps that they were going to take to correct he problem. I must say that I was impressed that he took the time to follow up on the problem. I think it just goes to justify my support in the the product AND the people, they just need a better fulfilment company! BTW speaking of the fulfillment company,I have NOT been contacted by them nor have I received a return label as of tonight. :-(

I am glad that someone is helping you out and have been watching your story. However the real reason that I am writing because I just saw where you live. I went to the university there. It is such a small town, I just thought it was cool to see someone from there... Do you "live" there or go to school there? I grew up in Seattle and came back here after college. I just wanted to say hello!

[timckelley]

When my TiVo I bought from TiVo, inc. was DOA, they refused to send me a shipping label. I wound up having to ship it back at my own expense. :(

[buddhawood]

Just an update. I did finally get a working unit. As the saying goes "The third time is the charm!" My first replacement was a dud as well. TivoJerry was right on top of the situation when I advised him of the second failure (brass knuckles were mentioned!) I received the third unit two days later via Fed Ex next day and it WORKED! I want to say that I have complete faith in Tivo as a company and mostly their people and I want to thank all at Tivo who made it possible.

[DCIFRTHS]

Just an update. I did finally get a working unit. As the saying goes "The third time is the charm!" My first replacement was a dud as well. TivoJerry was right on top of the situation when I advised him of the second failure (brass knuckles were mentioned!) I received the third unit two days later via Fed Ex next day and it WORKED! I want to say that I have complete faith in Tivo as a company and mostly their people and I want to thank all at Tivo who made it possible.

Glad it all worked out in the end. Kudos to Jerry!

I can't help but wonder how it woud have turned out if TiVoJerry hadn't gotten involved.... :confused:

[TiVoJerry]

A situation like this would've been escalated right up the corporate level and been handled in almost the exact same manner. I only helped to expedite things a bit. There were quite a few people here who got involved in fixing this and I have passed along congratulations to them. They have now done everything they can to make sure this doesn't happen again.

Now buddhawood can play with his shiney brand new toy! :up: :D

[ebockelman]

I can't help but wonder how it woud have turned out if TiVoJerry hadn't gotten involved.... :confused:

It probably would have suffered the same fate as my last Tivo Rewards experience - completely ignored.

I've been entirely unimpressed with Tivo Rewards.

First, I'll give a little background. My first Tivo Rewards points order was for one of their limited edition peanut remotes. I got the remote, and it works, but the fast forward button sticks and has since I got it - not a quality device.

This winter, I had a few points to burn, and not having too much trust for anything useful like a remote, I ordered a multi-pack of Tivo ornaments. (It was for 3 or 5, I forget exactly how many.) The package eventually came, but there was no multipack of ornaments - just a solitary Tivo guy.

My email to Tivo (on the address on the packing slip) went unanswered.

I just don't bother with Tivo Rewards anymore.

[TiVoJerry]

I do know that there was an issue with multipacks for the ornaments. If that was not taken care of, I can have that followed up on that if you send me a PM.

As for the remote, you should've returned if for a replacement.

Did you ever call our support center for assistance with any of these issues?

[DCIFRTHS]

A situation like this would've been escalated right up the corporate level and been handled in almost the exact same manner. I only helped to expedite things a bit. There were quite a few people here who got involved in fixing this and I have passed along congratulations to them. They have now done everything they can to make sure this doesn't happen again.

Now buddhawood can play with his shiney brand new toy! :up: :D

Well, that's good news....BUT, lets not down-play that you (and others - as you mentioned) helped move things along :up: