TIVO Sells / Customer Service Gets F-

[OCSMITH]

I order a 40 HR refurb on March 13 for TiVo. I asked at that time about the $299.00 Lifetime Sub, I was told all I had to do is call back up when I got my Tivo and pay the difference in the 12 months and the lifetime. ($299.00 - $155.40) I even offered to pay the difference while I placed my order. Now I get my box today and call and try to get my sub updated to Lifetime I am told "We no longer offer that service, you sells person was mistaken, There is nothing we could do."

I asked all the right questions before I placed my order I am still "f##Ked!!! I told the person taking the order that wanted Lifetime service form the very start and he told me I could upgrade my sub when I got my box. I was even willing to pay for it right then!!!

John (ID 558292) in Customer Service says yes you may have been told that but there is nothing that can be done now, Lifetime Sub stopped yesterday. He did not even care what I was told or if I was upset. He just said I could send the box back. I know this is BS!!!


I have another Tivo coming but at this rate I think I am doing to have I hard time getting a sub on this too. Yes, I ordered from AbtElectronics on the 14 and I called Tivo before placing this order also to ask if I could get I Lifetime Sub and was told yes.


They really need to get their act together. If anyone can help me out I would be in their debt.

[lajohn27]

Call again - if you get the same line - ask for a supervisor. Refer to TiVOOpsMgr's post in this forum. His real name is Stephen Mack.

You were not misinformed on your first call, you were misinformed on your second call.

John


If you purchased your non-bundled TiVo DVR prior to 3/16/06, you'll have until 4/15/06 to call and activate Product Lifetime service on the box. This is provided there is no conflict with any other terms of your purchase (such as the requirement to activate service by 3/31 for the current 80 hour offer on tivo.com). Activating Product Lifetime Service is not available online; you must call TiVo Customer Support (1-877-367-8486) in order to activate Product Lifetime service. Boxes purchased on or after 3/16/06 will not be eligible to activate Product Lifetime service. After 4/15/06, this option is no longer available.

[Sirshagg]

just see the sticky post at the top of this forum titled Summary of TiVo's new pricing announcements . Under the lifetime option it clearly states that if you purchase a non-bundled Tivo prior to 3/16 that you can get the lifetime up till 4/16.

However I don't believe Tivo was selling non-bundled tivo's on 3/13.


This all was stil happening while things were a little foggy though and perhaps TivoOpsMgr could help you out (especailly if the Tivo rep gave you bad info).

[Sirshagg]

Even today they are still selling the 40 hour refurb units with "prepaid" service at $155 for one year. This certainly sounds like the same deal as last week, but if you click on the terms and conditions link you will see that it's a "special" bundle deal with all the same rules as the normal bundle deal.

I must say it's a little misleading though.

http://www.tivo.com/2.1.1.0.ws.asp

[OCSMITH]

Sirshagg, the REFURB Tivo box I got was free as long as I paid for 12 months of service. This offer EXP on March 13. They sent me a 12 month Tivo Service Gift Subscription card/form.

[OCSMITH]

Sirshagg, I looked on line before I offered and it also said I could upgrade to a Lifetime sub!!! It is not there now.

[Sirshagg]

Call again.

It would seem clear that you can get lifetime. You purchased before 3/16. If they sent you a gift card then you did not get a bundle. You can apply the gift card towards the lifetime. You just need to get hold of a Rep who is a little better informed.

[TiVoStephen]

OCSMITH, sorry to hear you got some bad information. Do you mind e-mailing me (estephen@tivo.com) with your contact info so we can have a Customer Support Account Specialist contact you?

Our apologies again for the misinformation.

Best regards,
Stephen

[OCSMITH]

Sirshagg,


I just talked to John (ID 558292) in Customer Service again, he put me on hold again for about ten mins and just said "They have change something in accounting since this morning and my upgrade to Lifetime Sub sure be taken care of" He had first told me to just return the Tivo if I did not want it. Even gave me a RMA. On my sales receipt it say's:


R5404B 1 1SERIES2 REV.4 DVR 40 HR REFURB
GS1200 1 12 MONTH TIVO SERVICE GIFT SUB


I don't know if that is "bundle" or not but I was told I can upgrade to Lifetime Sub. just pay the difference when I ordered my Tivo.

[ZeoTiVo]

Sirshagg,


I just talked to John (ID 558292) in Customer Service again, he put me on hold again for about ten mins and just said "They have change something in accounting since this morning and my upgrade to Lifetime Sub sure be taken care of" He had first told me to just return the Tivo if I did not want it. Even gave me a RMA. On my sales receipt it say's:


R5404B 1 1SERIES2 REV.4 DVR 40 HR REFURB
GS1200 1 12 MONTH TIVO SERVICE GIFT SUB


I don't know if that is "bundle" or not but I was told I can upgrade to Lifetime Sub. just pay the difference when I ordered my Tivo.


that is the correct response and you do have a 12 month prepay of monthly simply as part of a reduced hardware cost.

you will wnat to go to Manage my account on www.tivo.com and verify they changed it to lifetime.
NOTE though a bug on the account page that for the 24 to 48 hours it normally takes for the account page to update to lifetime - it will instead say "account past due" - this is a bug and not the actual state of your account of course.

[OCSMITH]

I have sent you all my info. Thanks for your help Stephen.

[OCSMITH]

Oh, one other thing a forgot to say, the deal that ended on the 13 was the one they gave you an instant $150.00 off the Tivo if you paid for 12 months and it was a REFURB so I got it for free. So I don't think it was "bundled".

[ZeoTiVo]

Oh, one other thing a forgot to say, the deal that ended on the 13 was the one they gave you an instant $150.00 off the Tivo if you paid for 12 months and it was a REFURB so I got it for free. So I don't think it was "bundled".


yes that is what I was trying to say above. the bundle deals refer to the new pricing schemes just introduced. What you ordered on is not a new pricing plan.

welcome to the TiVolution

[PeteEMT]

I was basically in the same situation today. The CSR told me they couldn't do it, I escalated it to a Supervisor and after referencing Stephen's post he "made an exception" for me.

Just in case, I sent Stephen a copy of it all (one benefit of being deaf is I have text transcripts of my phone calls :) )

I thank you Stephen for getting back to me

[OCSMITH]

Thanks, ZeoTiVo

I am not new to Tivo, I have 2 SERIES1, the one with the 14hours (15gigHD). Amazon had for $99.00 in 199? Now that you can do network with Tivo I want to hear the old sound of a beeping Tivo. Been using 4 of the "other things" network together. LOL And I am waiting for the HD Tivo 3. Got my 2 LTG Cards ready!!!!

[krdz1]

i am not new to forums but i am new to this one, how do i start my own thread? thanks.

[mec1991]

i am not new to forums but i am new to this one, how do i start my own thread? thanks.

You might try clicking that New Thread button at the upper left of the main page. :)

[nvt]

FYI for those going through this process - you will need to call and speak wiht support (877-367-8486 - Activation) and they will create a case number and then refer you "higher up"
When you are answered by the next level they do know all about this and are fully able to fix this. They will activate yoru unit with whatever gift subscription or package you have and then forward on the case to copporate for lifetime acitvation (taking a few days) at whcih time your credit card will be charged for the remainder you owe.
They are a little overhwlemed as I think a few people decided to jump in before the opportunity expired.

[HDTiVo]

Maybe CS not being able to give Lifetime without "calling" their supervisors is just a rehearsal for customers having to call in to get their rate down to $12.95 after the contract period. :p

[c3]

Can I activate online with the 1-year certificate first, and then call TiVo (same or next day) to have the service upgraded to lifetime? My assumption is yes, but just want to make sure before I screw something up.