Another messed up tivo.com order

[mbhuff]

Like many, I ordered my Series 3 on Tuesday Morning with next day shipping. Like many, I got my order status update, but never received my Tivo. I had a hold on my credit card until last night. Last night I got a new order status, but it appears that someone re-entered my order manually, and got my billing & shipping swapped, and I'm sure the credit card declined the order. So, now I have no order, no shipping, nothing. Sigh. Going through Tivo.com's phone support, I keep being passed from person to person with no one taking ownership, and I don't have time for this.

Given the issues with CableCards that people are having and other technical issues, I think I'm going to just wait and see. The Cable companies DVR, as bad as it is, was no hassle to order or setup, so I'll have to stick with it.

[mbhuff]

Anyone have any idea how I can get in touch with Tivo about this order? Tivo has changed their voice response so you can only get in touch with tech support or orders. When I talked to the Order department I was told that the order status has been "taken away from them". They no longer have anyway to check order status.

[zordude]

I was told this morning that having my Ship To and Bill To reversed was only a display error, and did not effect the actualy shipment of my order.

I don't believe them, but that is what I was told.

It is normal for the hold's to be falling off soon.

Z

[wdave]

On the phone with them now. They're telling me my order doesn't exist in their system (ordered Tues 9/12 10am ET, next day delivery). They don't seem to have any idea what to do about it. The CSR told me: "It hasn't been put in the system yet. Call back later today or tomorrow."

[SoBayJake]

On the phone with them now. They're telling me my order doesn't exist in their system (ordered Tues 9/12 10am ET, next day delivery). They don't seem to have any idea what to do about it. The CSR told me: "It hasn't been put in the system yet. Call back later today or tomorrow."
Call them back and have them check the "other" database(s). I think my CSR said they had three (?) and had to look in a second one to find my order.

[wdave]

Here's an update. Phone call lasted 1:15, mostly waiting 45 minutes for supervisor Michael to come on the line. He was polite and wanted to be helpful, but couldn't be.

All he could do was verify that my order was in the system (looked it up in the "other" database using my email address), told me the $ amount to be charged to my credit card, and that's it. He couldn't verify my shipping address, or give me a tracking number, or tell me when/if it shipped.

I asked him to be straight up with me and tell me why they have so little information. He said he didn't know.

Maybe it will arrive today, maybe not. Who knows?

[khill821]

Like many, I ordered my Series 3 on Tuesday Morning with next day shipping. Like many, I got my order status update, but never received my Tivo. I had a hold on my credit card until last night. Last night I got a new order status, but it appears that someone re-entered my order manually, and got my billing & shipping swapped, and I'm sure the credit card declined the order. So, now I have no order, no shipping, nothing. Sigh. Going through Tivo.com's phone support, I keep being passed from person to person with no one taking ownership, and I don't have time for this.


Exact same thing happened to me. Since my S3 from CC was just delivered today, I'm now going to sit back and see how this little thing plays itself out.

BTW - My original order was on Tuesday for overnight shipping. I still do not have an order confirmation.

[mbhuff]

Called and stayed on hold for 45 minutes to speak to a CSR. He was able to give me a tracking number, and I called UPS. NO, it's NOT a display issue. They shipped it to my billing address, not my shipping address. Luckily by the time I got home, they haven't tried to deliver yet. It's "out for delivery" on UPS's web page.