3 Big Mistakes

[AngryTivoUser]

I need to vent my frustrations about my recent TIVO experiences in the hope that I can steer others away from this company and it's products.

I am a Directv customer and was looking to add a dvr to my directv system. I had the opportunity to get a FREE dvr from directv but opted instead for puchasing a TIVO Series 2 40hr unit. The reason I chose the Tivo was because of the advertised "Home Netwoking Features", BIG MISTAKE!!! When I purchased my Tivo Unit at a local BEST BUY I asked for a compatible wireless adapter and was sold a NETGEAR WG111 after the salesperson consulted the TIVO website listing the correct adapters. After attempting to set u the wireless networking feature I discovered that the adapter was not the correct one. I then consulted the website and saw that a TIVO branded wireless network adapter existed but of course was "out of stock".
Decided to consult the cryptic Tivo wireless adapter website again in hopes of finding a compatible adapter and purchased a Linksys WUSP11 adapter (second BIG MISTAKE). This adapter of course did not work either, wrong version.
It appears that every adapter listed is either no longer available anywhere or you must purchase it first to find out the version number.

So... here I am 3 months later with much time and frustration spent trying to get my "Home Networking Features" working.

Contacted TIVO and voiced my displeasure with my experience thus far. After telling my tale of woe to the representitive at TIVO, he explained that the only recourse I had was to wait for the TIVO branded adapter to become available or take my chances with the adapters listed on the webpage. Another option presented was that "he would be happy to cancel my account". I was going to go with the cancelation option until I was informed that I would be charged a $150 "early termination fee"...OH MY!!!

What follows is my 3rd BIG MISTAKE!

A few days after my conversation with Tivo The TIVO branded adapter was listed as "IN STOCK" on the website. oh boy, a solution to my problems at last!!!
I made the purchase on the website and received a order acknowledgment shortly thereafter. I waited two days and called TIVO to inquire about the status of my order, I was then informed that there was no record of my order!!!! WHAT IS GOING ON HERE??? I waited a few hours and, after my blood pressure returned to somewhat healthy levels, called Tivo again to see what was going on. This rep actually found my order and assured me that it was "being exported from the sales floor" I asked for a translation of this statement and asked when my adapter would be shipped? I was informed that it would be shipped the next day (3/17).
The rep then told me that because my order was "caught up in our database problem" she would upgrade my shipping to Next Day FedEx from the 2nd Day FedEx I had purchased. Now we are getting somewhere!!!...wrong again Tivoboy!!
Called Tivo on 3/18 to get my tracking number and was informed that the adapter was "backordered" and would not ship until 4/6!!!!!!!!!!!!!!!! I asked the rep if there was any record of my previous converations in the system and she informed me that there was not.

I am finished!!!! A supervisor is supposed to call me back on Monday. At this point I am just looking for a way out. I'll eat the time and money I have spent so far, But I will be damned if I will pay more to get out of this nightmare.

I fully expect this post to be deleted, so I am also forwarding it to TIVO corporate HQ to the attention of the VP in charge of Customer Service...not that they care either.

Anyone looking for a barely used Tivo??? check my garbage can on Monday night...

[Turtleboy]

I fully expect this post to be deleted, so I am also forwarding it to TIVO corporate HQ to the attention of the VP in charge of Customer Service...not that they care either.
.

You're very wrong about that. This isn't an official Tivo board, and complaining posts aren't deleted. (In fact, lately there seems to be a lot of people complaining).

Anyway, Tivo peeps generally read this board, and I'm sure one will get with you shortly.

[Gunnyman]

dang he didn't list where he lives.
I love dumpster diving, assuming his issue isn't remedied, but it very likely will.

[PhillyGuy]

I waited a few hours and, after my blood pressure returned to somewhat healthy levels, called Tivo again to see what was going on.

I don't understand why people get worked up over a little problem like this. It's frustrating, yes, but IMO it's just not worth getting upset about it. Your heart will thank you in a few years...

Anyway, it seems like you have waited 3 months already, what's another few days? I'm sure it will arrive some time soon. Maybe not today, maybe not tomorrow, but it will come...

[AngryTivoUser]

I don't understand why people get worked up over a little problem like this. It's frustrating, yes, but IMO it's just not worth getting upset about it. Your heart will thank you in a few years...

Anyway, it seems like you have waited 3 months already, what's another few days? I'm sure it will arrive some time soon. Maybe not today, maybe not tomorrow, but it will come...

Philly, it is not the waiting that bothers me. What bothers me is when a company that I am paying money to, lies and decieves me. I work in a customer service organization for a large Fortune 500 company and if one of my customer service representitives treated any customer in the manner in which I have been treated by TIVO they would be shown the door. Do the words "integrity and customer service" mean anything in America today? You are right , this is just TV...it is not about the TV it's the principle of the thing...

[classicsat]

They didn't decieve you, they gave you mis-information. One party didn't know they were out of adapters.

[AngryTivoUser]

They didn't decieve you, they gave you mis-information. One party didn't know they were out of adapters.

Classic, btw it is spelled "deceive" :rolleyes:

[PhillyGuy]

Philly, it is not the waiting that bothers me. What bothers me is when a company that I am paying money to, lies and decieves me. I work in a customer service organization for a large Fortune 500 company and if one of my customer service representitives treated any customer in the manner in which I have been treated by TIVO they would be shown the door. Do the words "integrity and customer service" mean anything in America today? You are right , this is just TV...it is not about the TV it's the principle of the thing...

My point is that even if Tivo deceived you, it's not worth it to get your blood pressure up.

[AngryTivoUser]

My point is that even if Tivo deceived you, it's worth it to get your blood pressure up.
Philly,
You are right, I felt much better tonight after ripping the Tivo unit out and throwing it in the closet. :D Prolly feel even better when I chuck it in the dumpster, lesson learned I guess.... Caveat Emptor..

[lajohn27]

So without the home networking features till 4/6 or 4/13 the unit is useless forever? I don't follow the logic here.

It's unfortunate, but TIVO has to outsource their website and 800 # store. They do so to a company called High Definition Entertainment. Swell guys I imagine, but like any order fulfillment company, they are not without their faults.

The people who misled you in TIVO's name, were actually employees of High Definition Entertainment - not that it makes any difference to you the customer. Unfortunately, phone jockeys are generally considered in industry to be 'a dime a dozen' and generally experience high turnover and low expectations ..

Yes, you got a bum deal. I don't think for a moment you were intentionally misled. I do believe it was an accidental situation. However, talk to one of the TIVO employees on this message board (there are several) and ask to see if they can help you out of this mess in some way that makes you happy.

The rest of us can say "Bum deal" and explain that wasn't necessarily our experience.. but we can't do a darned thing other than feel bad for you.

J

[mick66]

Why do people make this adapter thing so much more difficult than it needs to be? 8 weeks ago I had one S2 and was in the process of acquiring two more S2s and had no wireless adapters, much less one of the so called unfindable tivo compatible adapters. I quickly acquired 2 compatible G adapters and one B adapter of different brands. Then I ordered a TiVo wireless G adapter, but sold it on ebay when they were out of stock and people were willing to pay a pretty penny for one :D . Finally I ordered 2 Tivo wireless G adapters while they were out of stock and waited about 3 weeks for them. No stress involved.

[duoart]

After looking at the list of supported wireless adapters, I bought the Tivo branded one. Not doing so seems kinda dumb. The price they charge isn't ridiculous either. The limited supply is annoying I'll admit.

There's plenty of blame to go around here. Linksys, for example, does not need to do as many "version changes" as they do. All it does is make the business of keeping compatible more difficult. I suppose Tivo could have provided a way to install the Linux drivers manufacturers are starting to provide, but the product is marketed as a piece of consumer electronics, not like a computer.

Networking (especially wireless networking) is not inherently easy. Just go
"war riding" and you'll see how many of those home wireless networks are totally un-secured. Few people are using their wireless networks properly.

Bottom line is that I think Tivo does a pretty good job of warning folks about using the various wireless units out there. Do they purposely make it more difficult to use someone elses WIFI adapter? Possibly. Do they deceive? I don't think so.

Before you complain about the situation, point to another DVR maker that does a better job supporting wireless networking.

[HDTiVo]

Before you complain about the situation, point to another DVR maker that does a better job supporting wireless networking.
The makers of WinTel MCE PCs?

[bidger]

ATU, I went through the runaround of trying to get wireless to work with the S2 SA TiVo I picked up in July of last year. Tried the Netgear adapter with the suggested prefix # and it would start with a signal of 100 to 70% range and then...nothing. I finally said, "#$&* this!" and picked up the Linksys USB200M and made a Cat5 cable because I didn't feel like risking another wireless adapter that I'd have to return. While I'm on the subject, would it have killed TiVo to have included an RJ-45 jack on the back of the unit?

You've gone this far with the unit, is dial-up not an option until they can ship your adapter? If not, is there a neighbor with a land line you could inconvenience once a week to make the call for guide updates until early April?. Does it have to be wireless? Personally, I'd hate to get stuck with a $150 charge when there are workarounds.

If you get locals/networks through DirecTV, the D-TiVo would have been a better option because the DVR charge is less than half of a standalone, you can have dual tuners, and there are lots of people who have the networking features enabled on them here. The benefit of a standalone is if you change providers, you can repeat Guided Setup and still use it and TiVo is in charge of the software upgrades.

I can understand your frustration and being told you have to wait 3 weeks for an item that was supposed to be "In stock" is unacceptable, but you should give one of the reps on the board a chance to see what they can do. Fulfill you obligation and then you'll be free to sell the unit. Maybe someone will be looking for one they can add to their existing setup for the $6.95/mo. charge.

[jmoak]

You've gone this far with the unit, is dial-up not an option until they can ship your adapter?Good idea, but it's too late, bidger. He's done ripped his Tivo unit out and threw it in the closet. He'll prolly feel even better when he chucks it in the dumpster. I guess he's learned his lesson, albeit an expensive one.

I wish he'd have come here before he started buying things. He could have found out about a wireless to ethernet bridge and would have avioded the adapter dance. Heck, he could have zipped his current dtivo and a new one and had the best of both worlds.

It's sad really. So much potential just to end up in a dumpster.:(

[duoart]

The makers of WinTel MCE PCs?


Those are computers, not consumer electronics. Different animal.


Further to that point, the PC makers aren't doing the work. Micro$oft is. Even then, the real work is still being done by the networking vendors who write the freakin drivers anyway.

[LadyBeBop]

I need to vent my frustrations about my recent TIVO experiences in the hope that I can steer others away from this company and it's products.

I am a Directv customer and was looking to add a dvr to my directv system. I had the opportunity to get a FREE dvr from directv but opted instead for puchasing a TIVO Series 2 40hr unit. The reason I chose the Tivo was because of the advertised "Home Netwoking Features", BIG MISTAKE!!! When I purchased my Tivo Unit at a local BEST BUY


Not defending Tivo in anyway, I think you should be MAD and griping with BEST BUY and not Tivo. BEST BUY sold you a product that did not meet your expectation, You should have brought it back within the 30 days to BEST BUY. You DID NOT HAVE TO ACTIVATE THE TIVO to find out if it worked or not with the Network.
If the Tivo you purchased from BEST BUY had any type of rebate, Then you have to pay the early termination fee, Just like a cell phone. Tivo also gives you a 30 day money back if your not happy.
I really don't understand what your trying to do, or get? You can always buy a Tivo full price and FREE basic, NO activation.

[duoart]

Not defending Tivo in anyway, I think you should be MAD and griping with BEST BUY and not Tivo. BEST BUY sold you a product that did not meet your expectation, You should have brought it back within the 30 days to BEST BUY. You DID NOT HAVE TO ACTIVATE THE TIVO to find out if it worked or not with the Network.
If the Tivo you purchased from BEST BUY had any type of rebate, Then you have to pay the early termination fee, Just like a cell phone. Tivo also gives you a 30 day money back if your not happy.
I really don't understand what your trying to do, or get? You can always buy a Tivo full price and FREE basic, NO activation.


I agree. The idiot at BEST BUY told you the unit would work when it clearly did not. Tivo documented it correctly but the salesmoron read it wrong.

Incidentally, the whole "version" thing is not just a problem for Tivo. I had trouble setting up a cable modem with the software Comcast provided for their self-install. Their CD did not support the newest version of the Linksys cable modem. Fortunately the fix did not involve new drivers.

I did my first ethernet installation back when you had to tap big fat coax cables in the right place. I know a lot about networking, but nits like this always come up. being impatient does not help.

[OldTownTreadles]

I need to vent my frustrations about my recent TIVO experiences in the hope that I can steer others away from this company and it's products.

Anyone looking for a barely used Tivo??? check my garbage can on Monday night...

Oh man, what a mess. I'm lucky I have a bunch of different wireless adapters sitting around the house to try.

The biggest problem with putting something like a Tivo in the trash is that you'll get charged extra fees. If you want, you can send it to me, and I'll play around with it till I get it to network. If there's one thing I'm good at, it's taking things other people have tossed and getting them going. If I can get a 100 year old rustbucket sewing machine going, I can deal with your tivo and save you the dump fees. So save the dump fees and the enviroment and send that thing hither. :D

[MickeS]

Why didn't you just check out the TiVo website when the first adapter didn't work (must have been the wrong version number), and exchanged the adapter for one that is listed?

Since you're not using the TiVo anymore I'm not gonna try and give you any constructive advice, I hope everything goes well for you.

[JoeyImage]

When I purchased my Tivo Unit at a local BEST BUY I asked for a compatible wireless adapter and was sold a NETGEAR WG111 after the salesperson consulted the TIVO website listing the correct adapters. After attempting to set u the wireless networking feature I discovered that the adapter was not the correct one.

Netgear WG111 works fine for me, for the past 2 1/2 months.


It appears that every adapter listed is either no longer available anywhere or you must purchase it first to find out the version number.

Read the outside of the box, where it says "v.XXX" or "Version XXX "(XXX being a number). That's how you know the version number before you buy the item. I had the same problem with the Linksys wireless adapter I use. Had to get the right version, so I went and got the box that had the correct version number on it. It was simple, really.

[TivoZorro]

When I got broadband back in November I did extensive research here and on the Tivo website about the adapters and decided that I would avoid that whole nightmare. It was apparent that the usuable adapters were outdated and no longer in stores. Hence I lived without HMO until Janaury when the Tivo adapter first came out. I ordered it then and have been up and running ever since.

I don't feel that waiting three weeks for the Tivo adapter is that bad. I have been waiting for a product for almost two months and counting. On Jan the 20th. I ordered a weight set from "said Internet company". After the appropriate shipping time had elasped I called them. Apparently the warehouse had a problem with locating my address and also the company had problems with our creditors. We are switching creditors but in order to do that everything has to go back to zero first. Okay, I was fine with that. Then I get an e-mail from them around the middle of Feb indicating that they are ready to ship orders and that I need to check with my credit card company to see if there is a credit there for the merchandise I ordered. Apparently they needed to credit our accounts so that things would not be messed up with their new creditors. So I checked and their was a credit. I get back with them and they indicate that my order was sent to the warehouse on Feb. the 20th. and to allow for shipping time etc. Now it is Friday March the 3rd. and still nothing. So I call them. He puts me on hold to check with the warehouse - he can't get ahold of the warehouse. He will call me back in an hour. He didn't call back. Now it is this Friday, the 17th. and I'm ticked off and fire off an ugly e-mail stating if they don't get something resolved today that I'm calling them on Monday and canceling my order and putting a stop payment on my credit card. Lo and behold late Friday I get an e-mail indicating that the order has shipped and then early on Saturday I get a tracking number. Well I will believe it when I see the weight set at my front door. I have a medical condition that requires that I do weight bearing exercise which my doctor prescribed for me two months ago!

[MickeS]

Well, I'm still waiting for a product that was ordered 3 weeks ago, that was said to be in stock, with overnight shipping from amazon.com... sometimes you just gotta chill out.

[duoart]

Well, I'm still waiting for a product that was ordered 3 weeks ago, that was said to be in stock, with overnight shipping from amazon.com... sometimes you just gotta chill out.

Forgot to mention that I ordered one direttly from Tivo for my parents on the 9th. It arrived this Friday.

[TivoZorro]

As far as back orders are concerned I've noticed in the past year or so that my mom has had to wait sometimes up to three to six months to get shoes and dresses that after they were ordered we were notified they were on back order. And this is coming from major catalog companies. Even one of my Christmas presents that was guarenteed to be here by Christmas was put on back order and didn't arrive until Jan. the 6th. So I had two Christmases this year, the 25th. and the 6th. In my opinion I think that this has to do with the bad economy and the fact that companies are keeping their inventories low. At least the catalog companies have sent out notices and kept us informed.

In the case of my fore mentioned weight set it was not back ordered. It was in stock they just couldn't get their act together to get it shipped.

[juststained]

It's unfortunate, but TIVO has to outsource their website and 800 # store. They do so to a company called High Definition Entertainment. Swell guys I imagine, but like any order fulfillment company, they are not without their faults.

The people who misled you in TIVO's name, were actually employees of High Definition Entertainment - not that it makes any difference to you the customer. Unfortunately, phone jockeys are generally considered in industry to be 'a dime a dozen' and generally experience high turnover and low expectations ..

Actually no one deliberately misled you. If the order was "lost" then found well that is an issue and they should correct it. Unfortunaltey the "Phone Jockey's" are at the wim of Tivo. Tivo will suddenly post that the Adaptor's are out of stock and Tivo.com knows when you do. So 30 orders could have gone through then suddenly their out of stock. Tivo seriously under ordered their adaptors. After the first sell out the word was they ordered "tons more!" so no worries about losing stock. We all saw what happened there. The jockeys also have to keep up with contradictions, changes, stock and the ATROCIOUS Tivo Customer Service Dept which has NOTHING to do with the Tivo store. Tivo store does nothing but SELL products. They have nothing to do with your current service, tech issues or service billing issues. They don't even deal with returns anymore. Its all CS now. But no one tells anyone that and the Customer ends up getting transferred all over the place and winds up @ sales where all they can do is sell you something. The Communication is beyond poor and it makes alot of people trying to do their jobs look like idiots. In the end, the customer loses the most. :(

[lajohn27]

Justained - worked for HDE ?

[TechDreamer]

Tivo seeems to do everything through third party companies and they have no clue what these other companies are doing.

[juststained]

Justained - worked for HDE ?


Lets just say I or someone close is very aware of the issues with Tivo fulfilment, Customer Service and the consumer ;)

Hopefully things can be smoothed out soon and things will be better for everyone. Right now there is a lot of stress amongst everyone involved, consumers included.
If anyone needs advice or help feel free to PM me. :)

[crazywater]

Philly,
You are right, I felt much better tonight after ripping the Tivo unit out and throwing it in the closet. :D Prolly feel even better when I chuck it in the dumpster, lesson learned I guess.... Caveat Emptor..

Wow, I had to see how you react when something goes wrong with a big money purchase like a house or car, geez...

I'll be glad to take that pesky TiVo off your hands...

[AngryTivoUser]

Just an update on this situation and how it has continued to deteriorate to almost comical proportions.

3/20 Voicemail message from Amy Gill (Customer Service Supervisor) "Tivo adapter being shipped out today" (3/20)

3/27 Order Received email stating that my Tivo Wireless adapter order was received and would be shipped shortly.

3/27 Called to inquire about order status and was told that "order has been shipped", asked for a FedEx tracking number and Tanya (CS rep) informed me that there was no tracking # available. Informed that order was shipped on 3/27 and would be received by 7:00pm on 3/29. (2nd day FedEx purchased when ordered)

3/29 No shipment received from Fed Ex, Talked to Amy (CS Rep) and she informed me that if I didn't receive it, it would be arriving on 3/30. There is still no FedEx tracking # available.

3/30 Received "Shipping Confirmation" Email stating that order was shipped on 3/20 with a FedEx tracking #. Looked up Tracking # on FedEx site and Pkg was being held in Irving Texas with the exception "unacceptable pkg or incomplete paperwork" Called and talked to Tanya asking what this meant she told me she would call FedEx and find out, Tanya returned my call and said it was "just a glitch in the system" and pkg would be arriving on 3/31.
I then called FedEx and agent explained that pkg was marked "Dangerous goods" and they were waiting to hear from shipper to document what the contents of the pkg was. WTF? I then asked agent if anyone from Tivo had contacted them and the agent stated that no one had contacted them except me, and that they were waiting for Tivo to contact them.

Called back asking to speak to Amy Gill (CS supervisor) and was told that Amy would be "on the phone for the next 3 hours" and was unable to return my call. I was then told that Amy would call me back between 1:30 and 1:45 pm. Amy did not return my call in this timeframe.
At 2:00pm I phoned back and was able to talk to Amy Gill, I asked her if she had spoken to FedEx about my Pkg, she had not. Amy then phoned FedEx and explained to me that Pkg was "mis-scanned" and would still be arriving on 3/31.

3/31 Checked Fed-Ex website and Delivery date was stated as 4/3. Call to Amy Gill, when I Identified who I was I was informed that Amy was "on the phone and would be in and out of the office all day" and they did not know when Amy Gill could return my call and that I should call FedEx.

Finally decided to call Tivo CS support and was able to Talk to a supervisior by the nane of Cal. Cal has taken ownership of this problen and agreed that this whole chain of events was ridiculous. So we willl see where this goes from here. Cal also related to me that my problem had come up in a meeting that was held with a Director of customer support at Tivo.

In doing some research on this issue it seems that order fulfillment is being handled by a company in Concord NH by the name of American Satellite & Entertainment, Inc. The VP of Customer Service is Deb Beaulac 603-724-6386, she has also not returned my call. The Customer Service Supervisor is Amy Gill 603-228-8815 x-6302. I suggest that anyone having problems with order fullfillment at Tivo contact Amy Gill directly.

I have been perusing this board since I originally had my problem and I see many others having issues. The only way this can be fixed is for Tivo to either correct the issues that exist or find another company to perform this function for them. The lies, mis-information, inability to return phone calls, and lack of basic customer service skills are inexcusable and need to be fixed.

If you happen to have the opportunity to speak with Amy Gill tell her that Kevin W. says hello. (she is no longer taking my calls).

[cheezus]

I need to vent my frustrations about my recent TIVO experiences in the hope that I can steer others away from this company and it's products.

I agree with you on the company, but the product is SWEET!!!

[arc6th]

It's sad when the wife of country music star Vince Gill has to take a job.

hmmmmmm... Well, maybe she just loves helping people!