Shipping Update

[tunnelengineer]

ROTFL!!!:D

What amazes me the most, is the lack of sympathy/apology from TiVo. So far, their sympathy has amounted to lies (about upgraded shipping to overnight), and their apology from what I hear amounts to a drone calling and telling you nothing (not that I need an apology).

What I would do if I were in charge of TiVo:

1. Immediately send out a professionally written email to everyone involved, expressing deep regret, and fessing up in detail to all that went wrong, and what they have done/are doing to rectify the situation.

2. In the above email, make your *core* users happy with you again, but throwing them a bone, in the form of:
A. A refund of say $200
B. A free transfer of an existing lifetime
or
C. A one-time opportunity to purchase a lifetime for $250

So far, I have seen nothing to move my needle from severely angry with TiVo, to happy with TiVo again. Bad bad customer satisfaction.... Whoever is in charge of that department should be properly canned, and stripped of any lifetime memberships they have, after the public flogging of course.

They gave us free shipping??? Are you kidding me? I ordered *last tuesday* and 7 days later UPS got their billing info ?! And you say you gave us free shipping????

You can do better than that!
this sounds reasonable to me. At least throw us a bone.

[ronfl]

Count me in the unLucky 200 (maybe Pony mis-read and it was 2,000?)

9/13, ordered, # 3779XX, received confirmation almost immediately

No Contact from TiVo...

9/18, I called TiVo, as per everyone else...no new information. Then miraculously got a 2nd email just after the call, another purchase confirmation, no shipping data.

9/19: No email updates, No calls, No TiVo!

This really stinks. Pony should have stayed silent instead of relaying false information from his management team.

[Agent86]

This really stinks. Pony should have stayed silent instead of relaying false information from his management team.
No way will I place this on Pony. Pony relayed whatever information those in-the-know or higher up gave him. I think that was nice if him to do, and I appreciated it. It happened to be works of fiction, but that's not his fault. He really has no concrete way to know if it was true or not, and its never good to shoot the messenger.

If anything I feel bad for the guy. He's coming out here, day after day, and basicially getting flogged by people. That's why I've tried to address the "TiVo Store" or "TiVo" as an entity and not Pony as an individual. Yes Pony represents TiVo to us, but he himself is not TiVo and he works for Marketing, not ordering and shipping.

Basicially if you won't complain/chew out a CSR, you shouldn't do it to Pony either.

[tube013]

I just got a shipping confirmation... shipped Next Day Air Saver.... Has a status of "Origin Scan" at 6:53 Fort Worth time. Will have to see what happens.

[pntsoptional]

We should form a “200” support group.

Ordered on 9/13 at 9:30 PST. I just called and was finally rewarded with a tracking number. Lucky me!

Course it’s going to my billing and not my shipping address… ack!

I’ll take option “C.”

[cagnew]

ROTFL!!!:D

What amazes me the most, is the lack of sympathy/apology from TiVo. So far, their sympathy has amounted to lies (about upgraded shipping to overnight), and their apology from what I hear amounts to a drone calling and telling you nothing (not that I need an apology).

What I would do if I were in charge of TiVo:

1. Immediately send out a professionally written email to everyone involved, expressing deep regret, and fessing up in detail to all that went wrong, and what they have done/are doing to rectify the situation.

2. In the above email, make your *core* users happy with you again, but throwing them a bone, in the form of:
A. A refund of say $200
B. A free transfer of an existing lifetime
or
C. A one-time opportunity to purchase a lifetime for $250

So far, I have seen nothing to move my needle from severely angry with TiVo, to happy with TiVo again. Bad bad customer satisfaction.... Whoever is in charge of that department should be properly canned, and stripped of any lifetime memberships they have, after the public flogging of course.

They gave us free shipping??? Are you kidding me? I ordered *last tuesday* and 7 days later UPS got their billing info ?! And you say you gave us free shipping????

You can do better than that!


Me too. I have had TiVo for six years. I think the above options are very fair. I was so frustrated over the weekend that I went to Frys to purchase a unit there. I was at the counter, all set, but my credit card declined. I called the credit card company and they told me that there were TWO authorizations for TiVo in the amount $799 each. I only purchased ONE. I came home very upset and called TiVo. A Supervisor, Nick said that there was a mistake made on my account. Nick and I called my credit card company. We were able to have one of the authorizations removed, but it wouldn't take effect until Monday because of it being the weekend. Nick assured me that my TiVo had shipped out Friday. Well, today I receive a call from TiVo saying that my TiVo hadn't shipped yet. I was able to receive a tracking #. It shows that it hasn't shipped, but I am scheduled for Friday devliery. I asked if the shipping address was correct, and the TiVo rep told me that it was. Well, I just looked it up, and they are shipping my TiVo to my home address, not the shipping address I entered. This is completely ridiculous. I have been told lie after lie day after day. I have been told a different story each time that I have called. I just called Frys and now they are out. I have to reschedule my Cox appointment again. TiVo should face up to the problem that they created and should be responsible for.

[pntsoptional]

[QUOTE=Sepia]ROTFL!!!:D

What amazes me the most, is the lack of sympathy/apology from TiVo. So far, their sympathy has amounted to lies (about upgraded shipping to overnight), and their apology from what I hear amounts to a drone calling and telling you nothing (not that I need an apology). [QUOTE]

And the thing is they’re going to totally get away with it. The people that purchased the first day/week are all hardcore Tivo fans. They know that we’ll keep drinking the Kool-aid even though we kinda got shafted. I’m sure Tivo isn’t happy with their implementation, but they really won’t loose that many customers when all is said and done. :mad:

[dianebrat]

I have now gotten the confirmation email that it has shipped,
And it's more amusing then most.

Yes, they have swapped the billing and shipping addresses, completely with the EXCEPTION of the zip codes, thus making both addresses invalid.

UPS is still claiming no way to fix it until it makes it on the WRONG truck in the AM.
BTW UPS has assured me the label has been printed, but they have not yet received the package, which means its still on the loading dock and if they would treat it like a VIP package that they dropped the ball on , they could update the shipping info and get the info right.

Diane

*slams head on desk repeatedly*

updated info is that unlike what TivoPony said, it was not ever upgraded in shipping, it went out 2-day as ordered to the billing address not the shipping address.

And unlike FedEx where you can redirect shipments, UPS will not let a redirect happen until it is in the destination delivery center, so I have to pray I can get a call to UPS while it's in the delivery center but before it has actually made it onto the truck where it will most likely be dropped off on the sidewalk in front of my house and ripped off before I ever make it home.

I will say that Jarrod the CSR I've been talking to to has been extremely helpful, even tho his hands are tied by UPS, one of the most thorough CSRs I've talked to, he's been trying hard, but kept meeting the UPS brick wall.

Diane

[Tico]

So much for my theory....

Billing Information Recieved for almost 24 hours and now:

Tracking Number: 1Z 1X3 V72 XXXXXXX
Type: Package
Status: In Transit - Rescheduled
Rescheduled Delivery: 09/21/2006
Shipped to: TUCSON, AZ, US
Shipped or Billed on: 09/18/2006
Service Type: 2ND DAY AIR
Weight: 17.00 Lbs


WTF, Rescheduled.........

Too bad I will never be able to figure out whether it is Tivo's or UPS's fault for this....

[GeorgeS069]

you guys should all call your credit companies and dispute the charges

you paid for something....still don't have it

you paid for special shipping...product didn't ship as was billed

pretty simple stuff

I bet if the "200" all disputed the charges along with anyone else that's been delayed
you'd get ALOT more attention from TiVo
the only way to get corprate america to do anything is to either A) make them some money
or B) cost them money
customer service is all about money
nobody made a TiVo just to be nice....TiVo is here to make money...make no mistake about that!

[Franco]

It's 8:30PM CST, which means it's 6:30PM PST. I haven't received a call from any TiVo CSRs. No calls, no shipping confirmation, NO satisfaction. Guess I should have expected this from TiVo at this point.

[gregbennett]

Just got my shipping notice here. Shipped or Billed on 9/19 with 2nd day air

[dsm363]

Just got my shipping notice here. Shipped or Billed on 9/19 with 2nd day air

Were you originally 2nd day air or ground? Has anyone gotten upgraded from ground as promised?

[RoanokeHokie]

I wonder how late the CSR calls are going... I still haven't received a call, myself.

[Bodshal]

Figure 5 minutes a call. 200 people. 17 hoursish. That's two working days - for one person. Assuming they don't have to listen to a 10 minute tirade from the customer they just called, of course. :)

I'm considering selling "The Lucky 200" badges, mugs and t-shirts on cafepress. Maybe after they call me.

Chris.

[Spiff72]

Figure 5 minutes a call. 200 people. 16 hours. That's two working days - for one person. Assuming they don't have to listen to a 10 minute tirade from the customer they just called, of course. :)

I'm considering selling "The Lucky 200" badges, mugs and t-shirts on cafepress. Maybe after they call me.

Chris.

If they messed up the phone number on my "new" order entered yesterday, how do I know they even have a phone number to contact me?

[joey398]

OMG so funny, I just got the shipment confirmation. ROFLOL

I'm glad it was ordered overnight on the 12th. lol

So glad it will be DENIED at the door...loving the one I bought from BB on Saturday. :)

[Gregor]

Figure 5 minutes a call. 200 people. 17 hoursish. That's two working days - for one person. Assuming they don't have to listen to a 10 minute tirade from the customer they just called, of course. :)

I'm considering selling "The Lucky 200" badges, mugs and t-shirts on cafepress. Maybe after they call me.

Chris.

It's not that easy. You can't call everyone in 17 hrs. If Tivo doesn't want to leave a message, it's really easy to triple or quadruple that # of calls. We also don't know how many people are making calls.

[gregbennett]

Were you originally 2nd day air or ground? Has anyone gotten upgraded from ground as promised?

Yes, I ordered with 2nd day air.

[Royster]

Has anyone gotten upgraded from ground as promised?

There are plenty of us who have not been upgraded:
Tracking Number: [...]
Type: Package
Status: In Transit - Rescheduled
Rescheduled Delivery: 09/22/2006
Shipped to: [...], NY, US
Shipped or Billed on: 09/18/2006
Service Type: GROUND

[Bodshal]

It's not that easy. You can't call everyone in 17 hrs. If Tivo doesn't want to leave a message, it's really easy to triple or quadruple that # of calls. We also don't know how many people are making calls.

That was kind of my point, though I had the baby at that moment so wasn't as lucid as I wanted to be, oops.

I doubt they've engaged a team of people, so it'll take a while to get through the list. And I imagine if the call queueing system gets busy, their priority will be to take calls, not make them.

Chris.

[TiVoPony]

updated info is that unlike what TivoPony said, it was not ever upgraded in shipping, it went out 2-day as ordered to the billing address not the shipping address.


Yes, although we'd hoped to upgrade the shipping, in the end it wasn't possible. Given where those orders were in the system, and the amount of time it would have taken to change their shipping to overnight, they wouldn't have made it out in time (i.e. they would have been delayed to the next day anyway).

I gave you the best information I had, and what we'd intended to do. But when we realized that the boxes would not make it out until the following day, the plans for modifying the shipping to overnight were stopped. That information had not reached me by the time I'd posted. Sorry.

It was a good plan though, and the team is doing their best to get boxes to those of you still waiting.

Pony

[Tico]

you guys should all call your credit companies and dispute the charges

you paid for something....still don't have it

you paid for special shipping...product didn't ship as was billed

pretty simple stuff

I bet if the "200" all disputed the charges along with anyone else that's been delayed
you'd get ALOT more attention from TiVo
the only way to get corprate america to do anything is to either A) make them some money
or B) cost them money
customer service is all about money
nobody made a TiVo just to be nice....TiVo is here to make money...make no mistake about that!

Can't dispute anything I have not been charged for yet.....

[retired]

Why are we still waiting???

[Franco]

Holy 30-second skip, I JUST received shipping confirmation via e-mail. The order confirmation says it was shipped today via UPS ground, so I guess I didn't get any kind of upgrade. I'd love to tell you more about the shipment, but when I plug it into the UPS site I get "UPS could not locate the shipment details for your request. Please verify your information and try again later."

Just another fine day at the Lucky 200 Club.

[mwarner]

I'll just update my situation:

Received a phone call from TiVo this afternoon around 1PM concerning the delay and the shipping to billing address.

However, my S3 did arrive at my billing address this afternoon. Everything is up and running at the moment. Just waiting on the cable card install Thursday.

I never received a shipping email...

[krille]

TivoPony's information is simply not correct. I placed my order at 10 am EST on 9/12 - so there really couldn't have been THAT many orders ahead of me.

My box didn't ship until tonight, a far cry from the Friday-morning theory being advanced.

The shipping was not upgraded from the second-day shipping I originally requested, and I didn't receive any phone call from anyone. A TiVo rep had previously indicated to me that he had succeeded in upgrading my shipping to overnight (at my request and at my expense, in the vain hoping of keeping a CableCard installation appointment that has been rescheduled twice since). Obviously this was not true either.

As of tonight, I FINALLY received a shipping notice, and UPS eventually indicated that they actually had a package in hand to correspond to my tracking number.

A complete debacle, handled very amateurishly every step of the way.

[dianebrat]

Yes, although we'd hoped to upgrade the shipping, in the end it wasn't possible. Given where those orders were in the system, and the amount of time it would have taken to change their shipping to overnight, they wouldn't have made it out in time (i.e. they would have been delayed to the next day anyway).

I gave you the best information I had, and what we'd intended to do. But when we realized that the boxes would not make it out until the following day, the plans for modifying the shipping to overnight were stopped. That information had not reached me by the time I'd posted. Sorry.

It was a good plan though, and the team is doing their best to get boxes to those of you still waiting.

Pony

Pony, I'm even cool with just the acknowledgement that it wasn't possible, the lack of accurate information from all sides is by far what everyone has been most bothered by.

Even now, I'm not overly upset at the shipping delay and the still being on 2-day, I am however very concerned it will get left at the stoop and will disappear..

One of the best things that could happen right now would be a simple update to those of us waiting as to the progress made on the backlog.

Knowing that shipping upgrades didn't happen, I'll kill the "did your shipping get upgraded" poll since the point is moot.

Diane

[redtape]

Yes, although we'd hoped to upgrade the shipping, in the end it wasn't possible. Given where those orders were in the system, and the amount of time it would have taken to change their shipping to overnight, they wouldn't have made it out in time (i.e. they would have been delayed to the next day anyway).

I gave you the best information I had, and what we'd intended to do. But when we realized that the boxes would not make it out until the following day, the plans for modifying the shipping to overnight were stopped. That information had not reached me by the time I'd posted. Sorry.

It was a good plan though, and the team is doing their best to get boxes to those of you still waiting.

Pony


OK, I can see that, but is there any plan to refund the shipping for those who paid for 2nd day or next day and effectively got the equivalent of ground shipping?
I ask this since the only thing that has cleared on my credit card is the shipping.

[RichB]

OK, I can see that, but is there any plan to refund the shipping for those who paid for 2nd day or next day and effectively got the equivalent of ground shipping?
I ask this since the only thing that has cleared on my credit card is the shipping.

How about if you went with ground shipping but got goat cart :D

- Rich

[baked]

Creeping up on 176 hours since I ordered and 20 hours of 'Billing Information Received' limbo.



Original Order Confirmation: Tue, 12 Sep 2006 12:47:08
2nd Order Confirmation: Sun, 17 Sep 2006 18:36:14
Shipping 'Conformation' Mon, 18 Sep 2006 23:48:23

UPS INFO
Type: Package
Status: Billing Information Received
Shipped to: SAN FRANCISCO, CA, US Correct! Good TiVo, good!
Shipped or Billed on: 09/18/2006 Reheheaaally?
Service Type: GROUND Boo, If only I had known...
Weight: 17.00 Lbs

Tracking results provided by UPS: 09/19/2006 10:23 P.M. EST (USA)

[aressa]

Well, my Billing Information Received is no longer. My TiVo is finally on a truck/plane/UFO.

BUT, I still have to call UPS tomorrow and check the address, because my order/shipping confirmation does not have my apartment number. Sigh.


Yes, although we'd hoped to upgrade the shipping, in the end it wasn't possible. Given where those orders were in the system, and the amount of time it would have taken to change their shipping to overnight, they wouldn't have made it out in time (i.e. they would have been delayed to the next day anyway).
I learned an important lesson while covering for my boss a week or so ago. While writing an engineering report I reported on an item that I had hoped to complete the next day (we write our weekly reports on Thursday that get rolled into a departmental report on Friday). Well, our group did not get that one item done, and I heard about it after MY boss heard about it the next week. They gently reminded me to only report on things that WILL get done, not what we HOPE to get done.


... and an off topic but TiVo related story: While I was writing this post I had and iChat video chat open with my buddy on his new laptop, and he's sitting on my couch. Well, my 4-year old son is watching on the laptop of the live video of me. All of a sudden he says "Can we fast forward? Daddy is too boring!" TiVo, you've corrupted my youth!

[HDTiVo]

It's 8:30PM CST, which means it's 6:30PM PST. I haven't received a call from any TiVo CSRs. No calls, no shipping confirmation, NO satisfaction. Guess I should have expected this from TiVo at this point.
And Rogers is usually in bed by now. ;)

[Kurthi]

Originally posted by HDTiVo

And Rogers is usually in bed by now.

Of course he is. He probably has MY S3 box recording all his favorite shows, even
if their on different networks at the same time, in HD no less.

[rodneyw1]

Hey Baked, Try 144 hours since I placed order and 120 hours in "Billing Information Received" limbo.

UPS INFO
Type: Package
Status: Billing Information Received
Shipped to: BENICIA, CA, US
Shipped or Billed on: 09/14/2006
Service Type: GROUND
Weight: 17.00 Lbs




Tracking results provided by UPS: 09/19/2006 11:02 P.M. EST (USA)

[jfh3]

We should form a “200” support group.




Well, one of my favorite shows is "The 4400" ;)

[Ilene]

I just thought I would document my experience after reading this entire thread.

Late Tuesday night on 9/12 I decided to order from TiVo instead of purchasing from the local Best Buy (I had actually gone there to use my 12% birthday gift coupon, but they didn't have it yet). I was so happy that I hadn't because I read more closely that you had to order via the VIP link to be able to transfer the lifetime option. I received 2 emails 26 seconds apart:
Wed, 13 Sep 2006 00:28:04 -0400
TiVo Order#377XXX
Wed, 13 Sep 2006 00:28:30 -0400
TiVo Order#377XXX

I then began reading about those that had purchased at the local stores and still were able to transfer their lifetime subscriptions. I immediately felt that I had been lied to, but hey, life is not fair. Could have saved $95.88 by purchasing at BB. I was still happy that I would be receiving my TiVo soon.

While waiting for my shipping confirmation email - I began reading the posts and realized that TiVo was not prepared for the TiVoholics that responded to their VIP offer. I can tell you that a 2% response to a mail offer is considered a excellent. Just by reading the posts, I would bet that the number of takers blew TiVo away. I am sure that they are probably thinking that they should have raised their asking price. TiVo went from sky high to rock bottom as their ordering software blew up on them. Ecstasy to disaster.

4 days later, I am still waiting. Then I get an email - yea they are shipping!
Sun, 17 Sep 2006 18:55:57 -0700 (PST)
TiVo®Store Order Confirmation # 377XXX
Oh no! It's another order confirmation. I am confused and call TiVo. Nobody knows anything.

Reading this thread I find out I am one of the "lucky 200". I really think it is the unlucky 2000+. We can count everyone who posted. Seemed like most also wrote back and said they got their tracking email and/or phone call. I got neither. Feeling further demoralized, I decided to call TiVo. Recording says 35 minutes, so I stay on the line for about 20 minutes when lo and behold:

Tue, 19 Sep 2006 19:05:25 -0700 (PST)
TiVo® Store Shipping Conformation # 377XXX
Great news ! Your TiVo® Store order was shipped on 09/19/2006.
I just checked UPS and it's coming tomorrow!
Type: Package
Status: In Transit - On Time
Scheduled Delivery: 09/20/2006
Shipped to: PLANO, TX, US
Shipped or Billed on: 09/19/2006
Service Type: GROUND
Weight: 17.00 Lbs

It will be interesting to see if TiVo decides that they need to do damage control for their "VIP's" that endured this nightmare. I think the post with the 3 options are reasonable. I would go one step further and just let us purchase the Lifetime memberships on our Series3 without having to give up our Lifetimes on our other box. And only do this for those of us that ordered 9/12 - 9/13 and waited for their Series3 from TiVo. They are already willing to allow 1 year of "free" service on the "old" box - what makes them think we are going to monthly on the "old" box when we can't MRV?

More to come when I get it. I did hear that UPS is requiring signature and not leaving on the doorstep. Anyone able to confirm that?

[jfh3]

My TiVo is finally on a truck/plane/UFO.

Ah, UFO.

Perhaps the Tivo Alien video gave us clues to this shipping fiasco and we all missed them ...

[sonysony]

Wow what a bad experience. If anybody at TiVo reads this. I ordered @10 AM on the 9/12. I hear all the info saying it was shipped on Friday, then Monday. I get a notice last nite that it was shipping, but when I go to tracking on UPS, all it says for the 18th is awaiting billing information. I check UPS tonite and it now says something like rescheduled delivery date, now its the 22nd. UPS doesn't come till the afternoon, and my Time Warner appointment is in the morning.
To top all this I ordered thinking to transfer my lifetimes I had to buy from TiVo. Now I'm hearing I didn't.
Someone asked if ordering now, has it improved. I ordered my second one on Sunday, the 17th, with 2 day delivery. It is now Tuesday and I have not heard anything. Here I go again. This probably won't make it to me by Friday.
TiVoPony - what is really happening here to the VIP customers. I wonder if we will get a shipping refund since TiVo screwed up on shipping. What a way to run a business. Screw your best customers?????

[dianebrat]

I did hear that UPS is requiring signature and not leaving on the doorstep. Anyone able to confirm that?

I've read on the forum that folks were not having to sign,

and in a discussion trying to track down my unit that's going to a high risk/crime address, they confirmed to me (YMMV) that it was shipped 2-day and did *not* require a signature, this led to a discussion of "what happens when I come home and it's been ripped off because they left it on my sidewalk?"

Diane

[candiru]

Yup, same deal here. Ordered early on the 12th, got the Friday email, got the sunday email with the addresses reversed. Spent a total of 63 mins on hold over three CS calls. The last one was priceless. The CSR spent 11 mins going through all of my info and several more trying to figure out what "code" to put in my record so she could transfer me to their "HDTV Department". By the time she was done screwing around (it really did take a long time), she transfers me and I get one ring and "thank you for calling Tivo. We are currently closed." It was 8:01.

Terrible, terrible job. No shipping notice, and the Comcast guy comes on Saturday. I wonder if it'll come by then?

[boomvader]

Yes, although we'd hoped to upgrade the shipping, in the end it wasn't possible. Given where those orders were in the system, and the amount of time it would have taken to change their shipping to overnight, they wouldn't have made it out in time (i.e. they would have been delayed to the next day anyway).

I gave you the best information I had, and what we'd intended to do. But when we realized that the boxes would not make it out until the following day, the plans for modifying the shipping to overnight were stopped. That information had not reached me by the time I'd posted. Sorry.

It was a good plan though, and the team is doing their best to get boxes to those of you still waiting.

Pony

I had dinner out a few nights ago and the restaurant screwed our orders up. Guess what, they took a bit off of our bill and gave us free dessert.

What they didn't do was NOT apologize or send in their MARKETING guy to smooth us over while they continued to lie to their core customers.

Pony, we have been lied to many times throughout and to ONLY credit us for overnight or 2-day shipping that never materialized is a real slap in the face. We deserve more. We are your core, early adopter customers that will recommend or NOT recommend your product and service.

Luckily, for my sake, I went out and bought a retail box. I am away on business all week, but my Tivo is at home recording the new fall shows.

God only knows where my tivo.com order is. Nobody from Tivo has called.

-boom

[baked]

OK, I finally got out of 'Billing Information Received' limbo and have now entered the uncharted territory of 'In Transit - Rescheduled.' Big shout out to the UPS peeps in Mesquite, Texas who currently are whisking my TiVo Series 3 westward for a timely delivery on...

9/25/2006 (next Monday) - 13 days from order to supposed delivery. :(

Well. I'll be gone all weekend anyway. Looks like the old Series 1 gets to do the recording for another 6 days. :o

Rodney, I hope your order status has updated as well.

[proudpapa]

I went thru all the above and after no unit today and talking with a Tivo CSR & Supvr I cancelled my order & found one at Ultimate Electronics (none at Best Buy or CC). If I ever get a tracking #, i WILL BE SURPRISED! I still am seeing charges on my credit card for shipping. COX Cable arrives tomorrow morn. with my cable cards. What a fiasco this has been :mad:

I am also surprised that no one has mentioned the fact that some of us loyal Tivo fans even paid the $100 for HMO & never got any thanks - kudos or credits either. This is sadly part of today's corporate America - apparently loyalty gets you nothing except a kick in the ****.

[derekcbart]

Well, it looks like my TiVo will finally be coming tomorrow. UPS now has it listed as:

Status: In Transit - On Time
Scheduled Delivery: 09/20/2006
Shipped to: LOS ANGELES, CA, US
Shipped or Billed on: 09/19/2006
Service Type: NEXT DAY AIR SAVER

I have still not received a phone call from TiVo.

They really need to do something for all of us "lucky 200+" to make up for it. As stated before the minimum that they should do is to have the Lifetime Transfer at only $99, the preferred thing to do is to have the Lifetime Transfer at no charge, and the best thing they could do is to have Lifetime Service on the Series 3 without transferring it from a previously lifetimed unit.

ATTN TIVOPONY: Is there any indication as to when TiVo will be announcing what they are going to do for the "Lucky 200" to make up for this mess?

[Troy J B]

Are the calls done with? I have not received a call. I have not received a shipping confirmation (or conformation for that matter). My shipping&billing addresses on the order were the same, although those addresses were different then the manage account address (which is the address on the 2nd order confirmation). I really do not care which of those addresses it gets sent to.

Do I need to cancel my Thursday appointment with Comcast? I am going to be pissed if this delay in shipments causes me to wait an extra week or 2 for Comcast to schedule me back in.

When is the shipping+tax charge on the credit card going to be refunded? In the absence of any information or correction I plan on contesting the charge October 1st.

[Canoehead]

My S3 finally shipped, almost exactly seven days after it was ordered. It is still going 2nd day shipping (aprox $25) and has a delivery estimate of the 21st, which would be 9 days after order. In other news, I am having a ton of fun exploring and setting up all my season passes on my new S3 from Circuit City, which arrived aprox 27 hours after it was ordered (Next Day Shipping aprox $25).

Also, Tivo charged my Amex $27 two days ago - needless to say there is now a dispute on it.

Oh - and I NEVER got a call.

[jgubman]

After staring at:


Tracking Number: 1Z
Type: Package
Status: Billing Information Received
Shipped to: SAN MATEO, CA, US
Shipped or Billed on: 09/14/2006
Service Type: GROUND
Weight: 17.00 Lbs

Tracking results provided by UPS: 09/20/2006 3:44 A.M. EST (USA)


for a day, I finally broke down and called Tivo CSR again today.

The CSR seemed genuinely shocked that the box didn't ship on the 14th, and blamed UPS. Then when I told him it was shipped to my billing address instead of shipping address, he opened a "case" for me and claimed it would be investigated and sorted out by the California office and that "UPS really screwed this one up." Then he told me it probably wouldn't be resolved until next week (but no, I can't cancel it...).

After hanging up, I almost instantly got a "the call" from Tivo. This time the CSR told me my unit had shipped (ground) on the 17th (didn't know UPS shipped on Sundays) and I should be getting the unit in a day or two. He started to read off my tracking number (the same one I already have) and got VERY befuddled when I told him what happens when you put that tracking number in UPS's site. He also said that UPS is messed up and that, while it's being shipped to my billing address, I should be checking for it every day at both my shipping and billing addresses.

I really, really wish I could just cancel and be done w/ this. My Moto DVR is starting to look better and better every day (can't believe I just typed that).

[Wes Mantooth]

Here's my story:

Ordered 4:00 am on 9-13-06 and received instant e-mail telling me my order was received etc.... Then nothing until I got the second confirmation on 9-17-06 with my shipping address and billing address swapped (minus my apartment #). I called the next morning and as soon as I mentioned it was about the series 3 the CSR cut me off telling me if I wanted a tracking number I had to call another number. I told her I just wanted to get it shipped to the right address and she replied that it was just a cosmetic problem with the e-mails and it was really going to the right address. Finally received a call from Tivo on 9-19-06 telling me that there was a delay and my Tivo was getting shipped for free. This CSR sounded a little timid, like she was waiting for me to explode at her over the phone, but I tried to empathize with her. She also told me that some of the billing/shipping addresses had been mixed up and checked with me to make sure it was going to the correct address. I gave her my shipping address and she confirmed that's where it was going. I asked her what name was and she replied, "Robin that's spelled R-O-B..." but I interrupted her and thanked her politely for the call, I guess she thought I was taking her name to report her to her supervisor. She also gave me a tracking number, which is good because I haven't gotten a shipping e-mail from Tivo yet. I log on to UPS only to find that my Tivo is going to my billing address (with no apartment #) and I've been downgraded from overnight shipping to 2nd day. Right now the only charge I have on my credit card is for the $43 for overnight. Has anyone else been downgraded? I'm not really mad right now, I'm just disappointed that a company I had such high regard for has really let me down.

[tunnelengineer]

I got "The Call" last night, actually just an answering machine message. She said my tivo had shipped. I am fairly certain this was another lie as I still haven't received a hint of a shipping confirmation email. I think my daily wake up call to tivo will lend more details, or lies. It's a 50/50 tossup at this point. I may call vegas and see if they want to put a line on whether my tivo will ever arrive or not.

[PsiNormal]

Well, it looks like I'm finally out of 'Billing Information Received':

Status: In Transit - Rescheduled
Rescheduled Delivery: 09/21/2006
Shipped to: CAPE GIRARDEAU, MO, US
Shipped or Billed on: 09/18/2006
Service Type: 2ND DAY AIR
Weight: 17.00 Lbs

Apparently it was picked up last night at 6:05 PM CDT, but didn't enter into the tracking system till 10:51 PM CDT when it arrived at the local UPS location in Ft Worth.

Recap in case you want to figure out where you might be in the chain:
Original order (3757xx, 2nd Day Air): 9/12/06 10:01 AM EDT
Second Order Confirmation received: 9/18/06 3:18 PM CDT
Shipping "Conformation" received: 9/19/06 2:38 AM CDT
Left Shipper: 9/19/06 6:05 PM CDT

[MichaelK]

UPS refusal on the phone.

FYI- someone posted earlier that you can call UPS to refuse the shipment.

I just tried and they wont do it untill the driver makes a delivery attempt.

So no luck there.

But the UPS CSR told me if the driver drops it when I get home I can call and tell them i refuse it and they will come pick it up...

[Darthnice]

Still no call, but my unit shiped yesterday evening, and is out for delivery this morning.

It was ground shipping, but then I'm only a 4 hour drive from Fort Worth.

[GeorgeS069]

Can't dispute anything I have not been charged for yet.....


Did you get charged for shipping?
was it overnight shipping?
did you recieve your order overnight?
did you get charged for 2nd day shipping?
did you recieve the unit withing 2 or 3 days?
not trying start an argument here
I just think you folks deserve some serious refunds and if TiVo won't do it on thier own then you need to do something about it.
remember that all you can call is a CSR but,when a major creditor calls TiVo they talk to the real executives and things get done...nobody at TiVo wants to piss off a major bank/creditor
dispute ALL the charges....get someone on your side that can do something about all this!

[tunnelengineer]

mine finally got delivered this morning. Not too bad on shipping either.
Left fort Worth at 10:18 PM last night and delivered here in ohio at 9:35 AM this morning.

[michaewh]

It is now TiVo's duty to go above and beyond and amend its unacceptible failure in customer service. Now's your chance to do the right thing. At this point, the only thing that would restore my confidence as a VIP buyer is to allow my old S2 box to maintain its lifetime service when I pay the additional $200 for the lifetime service on my S3.

Here's my experience:

I placed my VIP order at 9:12 PM PST on 9/12/06 and got an initial email confirmation.

I requested 2nd day shipping. Great. I call Comcast and get the first available appointment for the morning of 9/21/2006. More than enough lead time right?

Having not gotten any follow up email, I called the number indicated on my email confirmation on 9/18/06, 6:12 PM PST. "If you have any questions about your order, please contact TiVo Sales Support at (800)292-9104." The first person I spoke to there was condescending and unhelpful. He told me that I needed to call another number and when I was insistent, he hung up on me. I called again and got someone much nicer, but equally unhelpful.

So I called 877-367-8486 and waited on hold for 35 minutes (after being told to expect to wait 10- 20 minutes by the automated system). Jared told me that my Tivo S3 was shipping and that I could expect to see an email with a tracking number within 24 hours.

24 hours later I got a message from Kelso that my TiVo actually shipped that day, not the day before. She left me no tracking information so I had to call again. So at 7:15 AM on 9/20/2006 I called again. The person I spoke to told me that he had no information for me other than I could expect to see an email with a tracking number within 24 - 48 hours (e.g. by the time its supposed to arrive?). I asked to speak to a supervisor. I was reluctantly transferred to Erin (after about another 10 minute hold) who was apologetic and more helpful in that she gave me a tracking number. I did find out that I was not given a shipping upgrade and that my unit should arrive sometime on 9/21/2006. Now my Comcast install appointment is at risk and I might have to wait another week.

I thought my idea about allowing me to keep lifetime service on my S2 was a fabulous idea as it really won't cost TiVo anything and it would help me better accept how badly I've been treated. Erin said she was not authorized to make that exception. I hope the person who is reads this. You know its a good idea. Do the right thing.

Thanks TiVo!

P.S. UPS says my tracking number is invalid, I'm hoping its just not in the system yet and that TiVo has not shafted me yet again.

[RoanokeHokie]

I finally received shipping confirmation, with a tracking number that appears correct.

Order #3761xx
Original order confirmation: 9/12 10:15AM PST
"Important Information": 9/14 6:21PM PST
Duplicate order confirmation: 9/18 12:58PM PST
Shipment confirmation: 9/20 3:39AM PST
No phone call from TiVo
Scheduled UPS delivery: 9/20, currently "OUT FOR DELIVERY"

Before I placed my order, I had updated my TiVo account with my current address, which is both my billing and shipping address. My credit card has been billed for shipping, but the TiVo itself is not showing (yet). There are no new entries in my TiVo account about the shipped unit, either. (I'm starting to think those who are seeing their new TiVo in their account purchased not through VIP but the normal channel, where service activiation is part of purchase.)

After thinking about this entire situation, I've come to the conclusion that I enjoy the TiVo service too much to give it up myself. I've waited relatively patiently for this unit -- well, other than stirring the pot on the board here. However, I've introduced TiVo to a number of people (at least 3 of which are current TiVo subscribers), and I just can't see myself continuing to evangelize TiVo if this situations ends with TiVo simply getting a unit to me. The shipping refund was enough for me, until "they all will ship Friday"/"they all shipped Friday" was shown to be incorrect as well. Offering a free transfer would win me back, and it's probable that other options would prove it as well. Do I really expect TiVo to do something like this? No, not really. TiVo is "growing up" I guess, and it may no longer be "worth it" to keep the early-adopters happy.

[Bighouse]

Type: Package
Status: In Transit - Rescheduled
Rescheduled Delivery: 09/21/2006
Shipped to: XXX, CA, US
Shipped or Billed on: 09/18/2006
Service Type: 2ND DAY AIR
Weight: 17.00 Lbs

Package Progress
Location Date Local Time Description
DALLAS/FT. WORTH A/P,
TX, US 09/19/2006 9:40 P.M. ARRIVAL SCAN
FORT WORTH,
TX, US 09/19/2006 9:06 P.M. DEPARTURE SCAN
09/19/2006 6:54 P.M. ORIGIN SCAN
US 09/18/2006 11:01 P.M. BILLING INFORMATION RECEIVED

Tracking results provided by UPS: 09/20/2006 11:24 A.M. EST (USA)

So much for VIP treatment!!! They did NOT send mine out "next day" as Pony said. I can't believe I ordered this thing a week ago yesterday and it looks like it might arrive on Thursday a week later than it should have really- and others who ordered well after I did got theirs on Monday...this totally sucks. I'll never buy direct from TIVO again, they've lost my confidence and trust. I wonder how all of this bad PR and fiasco will affect those who may consider investing in the company. I know I wouldn't. Stockholders, beware. TIVO owes us more than shipping costs. They should transfer our subscriptions from older units for free, or instead of the one-year extension on our older units we're transfering from, give us lifetimes on those as well. This totally sucks.

[MoscowMark]

Ordered early in the morning on the 13th.
Still no call
Still no shipping
Still no S3

[Bighouse]

Yes, although we'd hoped to upgrade the shipping, in the end it wasn't possible...For those that had selected two-day shipping, those orders were upgraded to one-day delivery, and you should receive them on the day you expected (today).

Pony

Pony,

I dont' accept the apology, if that's what it is. See, you said in your first post that "those orders WERE upgraded"...not, "we're hoping to upgrade" those orders. Past tense. That usually means someone's checked into it, the deed was done and verified. How could this happen? It just smells of neglect, incompetence and then cover-up. I, and all of us who feel neglected and somewhat lied to and abused deserve to have our confidence in TIVO and feeling like a Very Important Person restored. Having our S3 units arrive more than a week late, being left in the dark, rescheduling work and cable card installations, credit card stress, shipping address mistakes, etc, etc, is not offset by "free shipping" that apparently has appeared on all of our credit statements (and the amount I'm showing on my AMEX card is NOT what was stated in my order, btw).

TIVO needs to do right for us. Give us something that MEANS something, not more cover-up and cya talk.

[joey398]

Well, I just checked my Credit Card activity and wouldnt you know Tivo billed me $45.56 for overnight shipping. Nice of them to tell us we will not be charged for shipping for their mistakes and then turn around and bill us. Good thing I not only will DENY the delivery of the box this morning, but I will be calling the Credit card company and DENY the charge for the shipping as well.

Have a nice day. :)

[aressa]

I called UPS this morning and verified that the address was keyed wrong when they re-entered my order. Unfortunately they could not take the address update until it was at the destination center, so I get to watch the tracking page and try to call as soon as it hits the Redmond WA UPS center (probably very early tomorrow morning). They made it sound like they could get the information to the driver when it gets out on the truck, but having to deal with this all myself is way too much work.

Of course I won't be complaining or frustrated as long as there is a new HDMI cable in the back of my TV tomorrow night... :)

... and I just checked my credit card, and I have ONLY been charged for shipping, so maybe I'll be happier about this purchase than I expect! :p

[jgubman]

Guess I'm the only sucker still left in "Billing Information Received" limbo...

[rodneyw1]

I'm still stuck in "Billing Information Received" since 9/14. Yesterday I was promised by CSR dilevery by today at the latest. I don't believe anything they tell me. Plus, it's still shipping to my billing address (PO BOX). Just more delays.

Type: Package
Status: Billing Information Received
Shipped to: BENICIA, CA, US
Shipped or Billed on: 09/14/2006
Service Type: GROUND
Weight: 17.00 Lbs




Tracking results provided by UPS: 09/20/2006 12:33 P.M. EST (USA)

[TiVoPony]

Pony,

I dont' accept the apology, if that's what it is. See, you said in your first post that "those orders WERE upgraded"...not, "we're hoping to upgrade" those orders. Past tense. That usually means someone's checked into it, the deed was done and verified. How could this happen? It just smells of neglect, incompetence and then cover-up. I, and all of us who feel neglected and somewhat lied to and abused deserve to have our confidence in TIVO and feeling like a Very Important Person restored. Having our S3 units arrive more than a week late, being left in the dark, rescheduling work and cable card installations, credit card stress, shipping address mistakes, etc, etc, is not offset by "free shipping" that apparently has appeared on all of our credit statements (and the amount I'm showing on my AMEX card is NOT what was stated in my order, btw).

TIVO needs to do right for us. Give us something that MEANS something, not more cover-up and cya talk.

Whether you accept the apology or not, it is still offered.

Call it my mistake in choosing to use the past tense 'were' rather than 'are being'. I personally apologize if that has caused you undue frustration.

As far as being a week late...the earliest that S3 deliveries were scheduled to be made was for last Friday, and only for those that chose overnight delivery. There are no instances of a S3 being 'more than a week late'...that is simply not accurate in any sense.

I understand that you're anxious to get your S3. But the hyperbole that exists in some of the posts here is unfortunate. We're a couple of days behind in shipping for some people. Anticipation can be a wonderful thing, unless it's left to linger, and TiVo has apologized for that several times now.

Nobody has been lied to. Please understand that posting accusations and namecalling, while perhaps cathartic for you, does nothing to help this situation.

In any case, the apology for the shipping delay still stands.

Cheers,
Pony

[ah30k]

...the earliest that S3 deliveries were scheduled to be made was for last Friday, and only for those that chose overnight delivery.

WOW!!

Pony are you telling me the plan all along was to ship was last Thursday, even though the sales page went up Tue???

While certainly within the legal disclaimer, it was expected that you would ship on day 1.

Saying you were planning on shipping Thu is new news to me!

[Tippy]

I'm personnally very happy now and accept Pony's apology. I ordered my S3 the morning of 9/12 and received it yesterday (exactly one week - I paid for standard shipping). The only real issue I had was the latter part of last week when we were getting conflicting info from the CSRs, no shipping confirmation, and the silence on the board from Pony or other TiVo reps. However, Pony explained the situation and has aplogized. Enough is enough.

[jgubman]

I'm still stuck in "Billing Information Received" since 9/14. Yesterday I was promised by CSR dilevery by today at the latest. I don't believe anything they tell me. Plus, it's still shipping to my billing address (PO BOX). Just more delays.

Type: Package
Status: Billing Information Received
Shipped to: BENICIA, CA, US
Shipped or Billed on: 09/14/2006
Service Type: GROUND
Weight: 17.00 Lbs




Tracking results provided by UPS: 09/20/2006 12:33 P.M. EST (USA)



Sorry to hear I'm not alone... I was made the same promise, guess we'll see.

[jrog]

I ordered mine at 10am est on Friday, and I'm home today thinking it would show, as I got an email saying my billing address was going to get the package. I chose overnight shipping. I just got a call from work that it showed up there! and I still haven't gotten the email with the tracking number... oh well, can't complain too much. I think mine's right on time for ordering on friday. I did get an email monday night at 10:45 that I had been billed, so it did in fact ship in 48 hours.

I feel bad for the first day guys, but I think they worked through it for everyone else just fine.

-jrog

[redtape]

WOW!!

Pony are you telling me the plan all along was to ship was last Thursday, even though the sales page went up Tue???

While certainly within the legal disclaimer, it was expected that you would ship on day 1.

Saying you were planning on shipping Thu is new news to me!

If you read the fine print on the vip page, it says:
*Ships in 48 hours.

Which from Tuesday would be Thursday. So if you misinterpreted that, it's hardly TiVo's fault. The not shipping for 6+ days (4+ business days) in many cases and still charging the expedited shipping charges is a different matter.

[Canoehead]

Call it my mistake in choosing to use the past tense 'were' rather than 'are being'. I personally apologize if that has caused you undue frustration.

Given the number of things that had already gone wrong at that point, it's a little more than a slip - folks were upset and craving real info and were instead fed more pablum. Over-promising and under-delivering is the root of all the problems here - this is just another example.

As far as being a week late...the earliest that S3 deliveries were scheduled to be made was for last Friday, and only for those that chose overnight delivery.

Perhaps technically true - but to me "within 48 hours" doesn't usually mean "we won't even start shipping until 48 hours has passed.

Nobody has been lied to. Please understand that posting accusations and namecalling, while perhaps cathartic for you, does nothing to help this situation.

Sorry, but BS here - CSRs were just making stuff up on the fly - telling me it had definitely shipped when it would not, in fact, ship for 4 more days. I was also told I'd get a call, which NEVER happened.

Biggest problem, really, was the lack of OFFICIAL communication - I appreciate that you come on these boards - but there ought to have been an official announcement on the website, as well as a properly explanatory email, admitting that the system tanked and that's what caused the delay, saying that it was being restored, admitting that delivery would be delayed by several days and asking for patience. Instead information was trickled out, and I can only assume that the intent was to keep folks hoping that it would come "soon" so they wouldn't go retail.

Also, charging my credit card for shipping before the product even shipped and afer we were told that shipping charges would be waived is not cool.

[Koda36]

My mother ordered one for us on Wednesday night, although neither one of us got an e-mail about it being available (I read about it here). She got the initial order confirmation right away, the "sorry for the problem" e-mail, then a duplicate confirmation two days ago. We still haven't gotten a follow up e-mail, phone call...nothing.

Ours obviously didn't ship, because the card we charged it to on Wednesday had just enough available to cover the cost of the Tivo. The first few days, the amount was blocked off from the initial charge, then fell off. Last night we went online to CC and ordered the unit with the 10% discount. This morning, we got a Fedex tracking number and it's already on it's way to us (getting it tomorrow). We figure that either Tivo won't be able to charge the amount, and will cancel the order (I tried calling but they couldn't find anything), or we will refuse the shipment.

On a side note, I was pleasantly suprised when I called my cable company to order the cable cards (Cox). He had no problem about the two cards or the Tivo unit. He even waived the initial install fee, because the guy is coming out with a replacement card for my television (I think it's going bad), so he marked it as a service call and waived the install fee for the other two cards. They are coming out Friday for the install.

[jeremyz]

[snip]

As far as being a week late...the earliest that S3 deliveries were scheduled to be made was for last Friday, and only for those that chose overnight delivery. There are no instances of a S3 being 'more than a week late'...that is simply not accurate in any sense.

I understand that you're anxious to get your S3. But the hyperbole that exists in some of the posts here is unfortunate. We're a couple of days behind in shipping for some people. Anticipation can be a wonderful thing, unless it's left to linger, and TiVo has apologized for that several times now.

[snip]Listen - I appreciate that y'all are looking to minimize the magnitude of what's gone wrong. However, it's bigger than what you're indicating, and worse than not being able to "play" with our "toys," as you described it in a previous post.

Since last week, nobody at Tivo has been able to tell me the status of my order. Customer service has *consistently* told me that they're not getting any useful information from Tivo. According to them, my box has been "on the dock" for three days.

What's aggravating is that nobody at Tivo is willing to cowboy up and bridge the information gap between customer service and warehouse. You guys should have had a senior team in Texas working through every screwed up order, and making sure that someone was responsible for each one.

Calling me to say that the "box is on the way," when it isn't - that's not helpful. Telling me "it's on the dock" for three days, without a suggestion to get it in a truck - that's not helpful. Not permitting customer service to re-enter the orders to expedite the process - that's not helpful.

Tivo has not been, and continues not to be straight with us. *That's* the problem.

[jgubman]

Listen - I appreciate that y'all are looking to minimize the magnitude of what's gone wrong. However, it's bigger than what you're indicating, and worse than not being able to "play" with our "toys," as you described it in a previous post.

Since last week, nobody at Tivo has been able to tell me the status of my order. Customer service has *consistently* told me that they're not getting any useful information from Tivo. According to them, my box has been "on the dock" for three days.

What's aggravating is that nobody at Tivo is willing to cowboy up and bridge the information gap between customer service and warehouse. You guys should have had a senior team in Texas working through every screwed up order, and making sure that someone was responsible for each one.

Calling me to say that the "box is on the way," when it isn't - that's not helpful. Telling me "it's on the dock" for three days, without a suggestion to get it in a truck - that's not helpful. Not permitting customer service to re-enter the orders to expedite the process - that's not helpful.

Tivo has not been, and continues not to be straight with us. *That's* the problem.


I agree 100%.

If someone from Tivo could actually tell me what's going on w/ my order and when I can realistically expect to receive it (and where...) I'd be a lot happier.

Instead, I get different messages every time and have no idea what to do. When I got "the call" from Tivo yesterday, the guy told me "it shipped on Sunday" and to CHECK FOR IT EVERYDAY AT MY SHIPPING AND BILLING ADDRESSES!!!! Then he proceeds to give me a tracking number that indicates UPS hasn't been given a box yet.

[ah30k]

If you read the fine print on the vip page, it says:
*Ships in 48 hours.

Which from Tuesday would be Thursday. So if you misinterpreted that, it's hardly TiVo's fault. The not shipping for 6+ days (4+ business days) in many cases and still charging the expedited shipping charges is a different matter.I already acknowledged that they were within their rights and committments. Didn't you read my post.

My question was if that was their PLAN.

[Ames]

If you read the fine print on the vip page, it says:
*Ships in 48 hours.

Which from Tuesday would be Thursday. So if you misinterpreted that, it's hardly TiVo's fault. The not shipping for 6+ days (4+ business days) in many cases and still charging the expedited shipping charges is a different matter.
There is zero chance my unit shipped on Thursday. I ordered on Tuesday. Here I am 7 biz days later, still no tracking number. The CSR I spoke with yesterday said it would probably ship that day. That's 7 days later, not 48 hours.

[MeatSack]

I called Tivo last night, it had been three business days since I ordered last Thursday. They gave me a tracking number. I called UPS and Tivo had somehow merged my shipping and billing address. They had my shipping address and billing zip code, and they are in two different towns.

I double checked my order confirmation, and the addresses were correct on their. I gave UPS the correct zip code to go with my shipping address, but still no delivery.

[Troy J B]

at 3:38am 9/20 I finally got my shipping conformation. Despite the email saying it shipped via ground, my series3 is already out for delivery without my apt # (btw it shipped yesterday). Hopefully the driver will leave it office or UPS will get him the apt # before the delivery (I just got off the phone with them). The saga is almost done....

10:42am, UPS just delivered it. He said he had just gotten the apt info. Tape on top of the outside box had been cut and the flaps opened easily. I see one airbag and the black HD box inside... anyways off the computer for a bit :)

[Motaki]

I am fine with the apology but that doesn't change the fact that communication and lack of information remains unbelievably horrible. It still seems like nobody has a clue as to what is going on and I still don't have a shipping confirmation email. Somebody needs to update the customer care or ordering processing software or something because it still seems like a system run by a bunch of people scribbling things down on post-its.

[tunnelengineer]

I am fine with the apology but that doesn't change the fact that communication and lack of information remains unbelievably horrible. It still seems like nobody has a clue as to what is going on and I still don't have a shipping confirmation email. Somebody needs to update the customer care or ordering processing software or something because it still seems like a system run by a bunch of people scribbling things down on post-its.

so true.

Note to everyone calling a tivo hotline: The information provided is probably false. Go into the call with that thought in mind.

[MichaelK]

Whether you accept the apology or not, it is still offered.

Call it my mistake in choosing to use the past tense 'were' rather than 'are being'. I personally apologize if that has caused you undue frustration.

As far as being a week late...the earliest that S3 deliveries were scheduled to be made was for last Friday, and only for those that chose overnight delivery. There are no instances of a S3 being 'more than a week late'...that is simply not accurate in any sense.

I understand that you're anxious to get your S3. But the hyperbole that exists in some of the posts here is unfortunate. We're a couple of days behind in shipping for some people. Anticipation can be a wonderful thing, unless it's left to linger, and TiVo has apologized for that several times now.

Nobody has been lied to. Please understand that posting accusations and namecalling, while perhaps cathartic for you, does nothing to help this situation.

In any case, the apology for the shipping delay still stands.

Cheers,
Pony


Pony- I think most people are upset not about the delays but by the lack of correct information.

I dont think anyone is purposly lieing, but there's a lot of mis information that is pissing people off.

You mis-spoke above- but more importantly your CSR's basically have been flying by the seat of their pants with their stories throughout the whole process. One would have thought that someone would sit them all down and explain to them what happened and tell them not to spread misinformation. I dont think anyone lied to me on purpose, but I can tell you that I was told 3 different mistruths from your CSR's and even their supervisors.

Add that to your mistake above, and the email we all got that said all the boxes would go out friday, and I was told specific incorrect information on 5 seperate occasions. That just seems like a lot of wrong information.

[dperovic]

I called Tivo last night, it had been three business days since I ordered last Thursday. They gave me a tracking number. I called UPS and Tivo had somehow merged my shipping and billing address. They had my shipping address and billing zip code, and they are in two different towns.

I double checked my order confirmation, and the addresses were correct on their. I gave UPS the correct zip code to go with my shipping address, but still no delivery.

MeatSack -- The same exact thing happened to me. However, I did not call UPS to correct the information because the tracking number provided to me by TiVo showed the package as going to the correct town. It wasn't until the scheduled delivery date that I called UPS to find out why they took off the "Out for Delivery" status message from the tracking. TiVo has used my billing street address and my shipping city and zipcode, so UPS couldn't find the address once it got to the distribution center. So UPS took it upon theirselves to ship it to an old address in their own system that I haven't lived in for 4 years...without verifying this change with TiVo!! WTF

I have since talked to TiVo and they said to call them back once I receive the unit (TiVo told me it would be today after the correction, but UPS says tomorrow). At that time, "we will see what TiVo can do for you."

I argued that all the express shipment people who ordered last Tuesday got free shipping, but my ground shipping was already free, so I wanted to be compensated for the address mess up on TiVo's part.

I triple checked my order confirmation and my two addresses were correct and in the appropriate order.

[fritolayguy]

I ordered my Series 3 yesterday from Tivo.com, and will be transferring a lifetime subscription when it arrives.

The CSR told me that my new HD Tivo shipped this AM......hope that is true, as I'll be set up next week with my new toy!

[ejennis]

WOW!!

Pony are you telling me the plan all along was to ship was last Thursday, even though the sales page went up Tue???

While certainly within the legal disclaimer, it was expected that you would ship on day 1.

Saying you were planning on shipping Thu is new news to me!


I saw the will ship in 1 - 2 business days and called the phone sales line prior to placing my order. I specifically asked when the units were supposed to start shipping, the reply was, "Thursday". That was Tuesday morning. A call to the sales line to confirm could have saved your "expectations" from being ruined.

-Eric

[miller890]

Ordered 9/12 @ 10AM, received 1 week and 6 hours later.

New Series-3 $799
2-day shipping ($29.51) to be refunded or something: $31.87
NY taxes $66.36
Lifetime transfer ("sorry sir, it won't transfer" confusion): 40 minutes + $199
UPS 2-day air turned into "rescheduled" for a 3 day delivery. (no charge)
Missing a CableCard install by less than 24 hours. (no charge)

Having my NEW Series-3 package show up in a plastic bag because it looks like Big-Brown chewed the cardboard box up and spat it out - Priceless!

With that said...the Series 3 is Awesome! :D

[jgubman]

I ordered my Series 3 yesterday from Tivo.com, and will be transferring a lifetime subscription when it arrives.

The CSR told me that my new HD Tivo shipped this AM......hope that is true, as I'll be set up next week with my new toy!


braggart :D

[SystemJinx]

TivoPony,

Here is what happened to me.

I ordered an S3 Tivo Tuesday 9/12 at 4:30pm and assumed it would be shipped Thursday.

Thursday, people start picking up S3 units at local stores, for less than I paid. (No big problem, I want the Lifetime transfer which isn't eligable on retail units.)

I got an email on Saturday 9/16 stating my order was processed on Thursday 9/14 and no shipping confirmation.

Tivo announces retail units can be lifetime transferred.

Tivo promises to refund shipping costs and upgraded shipping to everyone but ground customers. (I ordered ground) Ground customers will not be delayed and will receive it in the time frame promised. 2-6 days. (I'm still waiting...)

Tivo will not let me cancel my order. I have to wait for it to ship.

I get a phone call Tuesay 9/19 (one week after ordering) It's a Tivo rep. telling me my unit was delayed and it was sent to my billing address which is a PO Box. He can't change the shipping. He says not to worry, if they can't ship it to me, Tivo will get it back and they will just refund my money. (I want the darn thing, that's why I ordered it!)

Current status, my S3 is supposed to arrive Monday 13 days after ordering (11 days since it was released) and it's still being sent by UPS to my PO Box. UPS has confirmed the address on the package and they say there is no way for them to deliver it. I have to call them that day, andthey can reschedule a new delivery.

I've given up on the Tivo store and just ordered one from Circuit City online with overnight shipping. It's cheaper, I can transfer lifetime, and actually have the unit almost a week before the Tivo store ships it to me.

Someone at the Tivo store REALLY messed up. Not just once, but multiple times. Late shipping and wrong addresses. I hope steps will be taken to correct this problem.

[sanfran_michael]

Wow, this has been in "Billing Information Recieved" since the 15th! What gives?

Type: Package
Status: Billing Information Received
Shipped to: SAN FRANCISCO, CA, US
Shipped or Billed on: 09/15/2006
Service Type: GROUND
Weight: 17.00 Lbs

[rodneyw1]

UPS Just delivered my package to my correct shipping address. (Though they said they couldn't change it) Also, it was shipped two-day and under a different tracking number than the one they had given me that kept saying "Billing information received" since 9/14.

Ready to set it up.

[jgubman]

Hmmm, wonder if I should cancel my fresh CC order...

Your original UPS tracking # still says "billing information received"?
Has you credit card been charged yet?

[rodneyw1]

Yep. here are both of the tracking numbers. Originally the authorization dropped off my credit card yesterday morning. Then a new one came back last night. I assume the charge will now go through.

This is the original:

Tracking Number: 1Z 1X3 V72 03 1041 007 9
Type: Package
Status: Billing Information Received
Shipped to: BENICIA, CA, US
Shipped or Billed on: 09/14/2006
Service Type: GROUND
Weight: 17.00 Lbs

Here is what came to my door:

Your package has been delivered.


Tracking Number: 1Z 2Y9 13X 02 4045 993 0
Type: Package
Status: Delivered
Delivered on: 09/20/2006 11:50 A.M.
Signed by: WATSON
Location: RESIDENTIAL
Delivered to: US
Service Type: 2ND DAY AIR




Package Progress
Location Date Local Time Description
CONCORD,
CA, US 09/20/2006 11:50 A.M. DELIVERY
09/20/2006 6:15 A.M. OUT FOR DELIVERY
09/20/2006 5:18 A.M. DESTINATION SCAN
09/20/2006 5:15 A.M. ARRIVAL SCAN
OAKLAND,
CA, US 09/20/2006 4:27 A.M. DEPARTURE SCAN
OAKLAND,
CA, US 09/19/2006 9:12 P.M. ARRIVAL SCAN
09/19/2006 8:12 P.M. DEPARTURE SCAN
09/19/2006 4:50 P.M. ARRIVAL SCAN
DALLAS/FT. WORTH A/P,
TX, US 09/19/2006 3:21 P.M. DEPARTURE SCAN
DALLAS/FT. WORTH A/P,
TX, US 09/18/2006 10:00 P.M. ARRIVAL SCAN
FORT WORTH,
TX, US 09/18/2006 8:45 P.M. DEPARTURE SCAN


Tracking results provided by UPS: 09/20/2006 3:22 P.M. EST (USA)

[sommerfeld]

Call it my mistake in choosing to use the past tense 'were' rather than 'are being'. I personally apologize if that has caused you undue frustration.

I think the fundamental problem, and the fundamental source of frustration, has been that, in your enthusiasm about a high quality product, Tivo promised more than you could deliver.

Consider the reaction if you had only promised to take take "preorders" starting on 9/12, to ship when boxes were available, and then shipped a bunch early!

Instead, CSR's told me my box would ship on 9/13, 9/14, 9/15, 9/16, and 9/18. It shipped on 9/19.

[jgubman]

Yep. here are both of the tracking numbers. Originally the authorization dropped off my credit card yesterday morning. Then a new one came back last night. I assume the charge will now go through.


Wow, crazy... I wish someone at Tivo could tell me if that's what'll happen to me also.

[Agent86]

Whether you accept the apology or not, it is still offered.

Call it my mistake in choosing to use the past tense 'were' rather than 'are being'. I personally apologize if that has caused you undue frustration.
I'll accept your apology, but as I've said before, I don't think its your fault and I don't think you should have to be the fall guy. I do not blame you personally for anything.

As far as being a week late...the earliest that S3 deliveries were scheduled to be made was for last Friday, and only for those that chose overnight delivery. There are no instances of a S3 being 'more than a week late'...that is simply not accurate in any sense.
If we go by the original ship date, Thursday, I should have had my unit on Monday. I still think it took guts to admit TiVo had issues and push everyone back to Friday, so I'll spot you Friday. That means I should have had my unit on Tuesday. My unit didn't ship until Tuesday. That makes my unit two days late - which as I mentioned earlier - I would not be here complaining if it was simply a waiting/time/patience issue.

I understand that you're anxious to get your S3. But the hyperbole that exists in some of the posts here is unfortunate. We're a couple of days behind in shipping for some people. Anticipation can be a wonderful thing, unless it's left to linger, and TiVo has apologized for that several times now.

Nobody has been lied to. Please understand that posting accusations and namecalling, while perhaps cathartic for you, does nothing to help this situation.
You are a couple of days behind in shipping some orders. I understand and appreciate that. The question is "Why me?" and "What really happenned?".

I ordered on day one, and my order did not even get processed until a full week later. What I would like to know is why I was "skipped" and handled later. We have been told there was an error in the system. I understand that. What I do not understand is why when someone got to my order and noticed it had an error in it, they did not fix the error (or re-enter the order) and then process it immediately? Why did they just toss me to the side to be dealt with later and move on to the next guy?

You also stated that the orders were fixed over the weekend. If that was the case, why did we not get shipped out on Monday? It may not be the case, but it feels like our orders were just put at the back of the line over the weekend and it took until Tuesday to get to our part in the queue.

I fully understand that this may not have been what happenned. But please see it from my side of things. I have another member of my household that ordered a day later, with ground shipping, and that TiVo is coming in at the same time as mine. So, from my side, it looks like there was some kind of glitch with me and I was simply passed over and you moved on to my brother. Then, when you had the time or it was convenient, you came back and fixed me.

You stated that no one has been lied to. I'll go ahead and discount everything you posted about dates, shipping, etc - it was not your own information, and this is a community forum, not an offical support resource. I never heard those things from a support representative, so I will not count them. Getting information hot of the wire comes with some risk, so I'll let it all slide. I will also take back anything said about stealing. I get a little aggitated when improper charges start randomly appearing, and it was unfair and rash to accuse anyone of that without letting some time pass to correct it. For that, I sincerely apologize.

That said, I do have an e-mail that very clearly states:

Please be assured we will be shipping your order no later than Friday, 9/15/06. You will receive a shipment confirmation email with the tracking information at that time.
I do not know how that is not a lie. My order shipped on 9/19/06, and that is later then 9/15/06. I'm not trying to stir the pot, or namecall, but I do genuinely feel this is a lie. Was it TiVo's intention that this was a lie when it was sent? Clearly not, and I think everyone knows this. That said, it was officially sent, it set my expectations and was the base of my actions, and then it didn't happen. Given the background it is without question not malicious, but it certainly ended up being untrue.

In any case, the apology for the shipping delay still stands.
Thank you for the apology, and I'll accept it. But, again, its not the shipping delay I was most bothered about - its the information and billing. For a full week, I was left wondering what happenned to $800. Even that I tried hard to deal with, but when I started getting improperly charged, that was just too much.

The wait does not bother me - I could wait until NEXT Tuesday if I knew exactly what was happenning. It is very hard paying $800 and then watching other people get confirmations and shipping notices. You start calling up to see what's wrong - where your money is going - and you get "I don't know". Then you go and get mis-billed, but there is still no information. This is very stressful at the level of money we are talking about here.

The best way I can describe it is this whole thing is a black box with a sign next to it that read "TiVo will appear when hours count down". I put the card in the box and the counter started at 48. When it hit 0, the counter went back to 24 and kept going. When it hit 0 again, it switched to question marks and no TiVo or credit card appeared. So I'm left standing there with no credit card, no TiVo, a black box, and a busted counter. I think it safe to say that at some point everyone is going to start yelling at (or beating on) the box and trying to either get a TiVo or get their card back.

Lastly, as an aside, I feel its worth mentioning that I think it was very inapproprite for TiVo to allow transfers of lifetime to retail units after people had already started to order from VIP. As an early adopter of some technologies, I am used to paying a premuim to have some things before others. However, never before have I watched 10% of my value (the zillions of retail coupons floating around) disappear in 24 hours. That really made me sad.

[Leo_N]

Pony,
Any chance you could look into this. I have had mine on order since 9/12 at 9:39am eastern time. I received my phone call last night, but hadn't received my shipping as of 11:00 am eastern time today (9/20). Called today at about 2:00pm eastern, still no hard info from the operators, other than "It has shipped." My main problem is they have told me that it "Shipped today" on 4 different days.

Order date: 9/12 9:39am
Order #: 375679
Shipping: 2nd Day
2 units on order.

Also, still no charges against my credit card.

[pntsoptional]

For me the biggest problem has been the execution. I’m sure everything that was said by the Tivo reps on this board, was said in good faith, but Tivo failed at the basics.

In dealing with the likes of Amazon or any number of online retailers you expect a certain level of communication – being able to check your order online and such. The fact that Tivo doesn’t have any mechanism like this has been the source of all this frustration. Even if the product has been delayed its nice to be able to go online and see “product backordered” or some such thing. And while I understand Tivo is really a manufacturer and not a retailer, the precedent for this level of communication has been set. Tivo should have stepped up or stayed out of the retail business.

Also, one reason we customers like to know what’s going on is because people make mistakes. Even after a couple of phone calls from customer service and CS calling me, my package is still going to my billing address… an incomplete billing address at that. And judging by this board this seems to be a pretty common occurrence. Tivo’s infrastructure either sucks, or simply wasn’t built for direct mass shipping to consumers. In either case… step up or let your retail partners handle it.

[Bighouse]

Another really bad part about all of this too is that the S3 really doesn't do me a lot of good without the cablecards...and I had to put off ordering those until I was REASONABLY certain that my S3 would be here. I called Comcast just after ordering my unit to inquire about the cable card installs, but couldn't put that order through in good faith without knowing my S3 would be here for them to install them in. Well now Comcast tells me the earliest they can be out to do the installs is the September 29. IF I had confidence and assurances that I normally get from online orders that my order was enroute and would arrive when I expected it (two days after last Thursday) I could have arranged a cablecard install time earlier than what I'm stuck with today. Again, the entire situation sucks...and mostly because of the lack of clear, good, reliable communication from TIVO. Thanks alot.

[Leo_N]

Another really bad part about all of this too is that the S3 really doesn't do me a lot of good without the cablecards...and I had to put off ordering those until I was REASONABLY certain that my S3 would be here. I called Comcast just after ordering my unit to inquire about the cable card installs, but couldn't put that order through in good faith without knowing my S3 would be here for them to install them in. Well now Comcast tells me the earliest they can be out to do the installs is the September 29. IF I had confidence and assurances that I normally get from online orders that my order was enroute and would arrive when I expected it (two days after last Thursday) I could have arranged a cablecard install time earlier than what I'm stuck with today. Again, the entire situation sucks...and mostly because of the lack of clear, good, reliable communication from TIVO. Thanks alot.

AGREED!

[candiru]

Very, very frustrating to see that people who are just ordering now are getting immediate shipment, while those of us who have waited over a week are still in the dark. First in, first out, ever hear of it?

Still no info for me. No tracking number, three separate stories from CSRs, all incorrect (the nice way of saying "lies").

[jkalles]

I feel for all those Tuesday orders that haven't heard anything. I ordered mine on Friday (9/15) and just recieved the shipping notice (9/20). Nothing specific, just "Billing Information Received". I hope this means it is on its way.

[SCSIRAID]

I feel for all those Tuesday orders that haven't heard anything. I ordered mine on Friday (9/15) and just recieved the shipping notice (9/20). Nothing specific, just "Billing Information Received". I hope this means it is on its way.

Same for me too. I hope Tivo takes good care of the Tuesday folks. I ordered Friday about 5:30 pm. I got a phone call today saying it was shipping and received an email with the tracking information. My two day shipping had been upgraded to overnight per UPS (email said ground though). UPS says 'Billing Information Received' with delivery scheduled tomorrow.

So I am now on to 'Step 2'......

Cablecard appointment is set up for Friday Afternoon......

Wish me luck!

[Bighouse]

I feel for all those Tuesday orders that haven't heard anything. I ordered mine on Friday (9/15) and just recieved the shipping notice (9/20). Nothing specific, just "Billing Information Received". I hope this means it is on its way.

No, it probably means UPS has been scheduled to pick it up...I doubt it's left yet. Mine said "Billing Information Received" for a whole day...didn't leave the warehouse until the next day.

[zfalcon]

At least some of you are getting a tracking number.

I ordered Tuesday, and have not seen anything yet.

[jkalles]

Just checked the tracking info on the UPS site, my service also says "NEXT DAY AIR" even though the e-mail says ground. I can cross my fingers and hope it arrives by Friday, already have the cable cards. My local Comcast office let me walk in and pick up two cards without any charges. At least I'm one of the lucky ones that has some sort of notice, those without any information are due something from Tivo.

[ronfl]

I called UPS this morning and verified that the address was keyed wrong when they re-entered my order. Unfortunately they could not take the address update until it was at the destination center, so I get to watch the tracking page and try to call as soon as it hits the Redmond WA UPS center (probably very early tomorrow morning). They made it sound like they could get the information to the driver when it gets out on the truck, but having to deal with this all myself is way too much work.

Of course I won't be complaining or frustrated as long as there is a new HDMI cable in the back of my TV tomorrow night... :)

... and I just checked my credit card, and I have ONLY been charged for shipping, so maybe I'll be happier about this purchase than I expect! :p

Exact same issue! They used my Shipping city as listed on my TiVo online account (in Florida) but my Shiiping ZIP from my new address (in New Jersey)! UPS site still says "THE PACKAGE IS DELAYED AT THE ORIGIN HUB;FORWARDED TO THE FACILITY IN THE DESTINATION CITY" It was scanned last night at 10:20p with no furhter updates.

I know I should have updated my TiVo account info online when I moved, but when I submitted my order for S3 (which even shows in my email receipt) I used my new address in both shipping and Billing.

I agree that some on this board are going overboard on their complaints, as I am a loyal TiVo user who has refused to go to the dark side using a Cable Company HD-DVR and have waited with bated breath since CES in January for this thing and the wait is killing me.

[dobbie1]

I ordered on Sunday, 2nd day delivery and received my Series 3 today. I never received any tracking info, but hey, got the unit, that is the most important part.

[dsm363]

I ordered on Sunday, 2nd day delivery and received my Series 3 today. I never received any tracking info, but hey, got the unit, that is the most important part.

Congrats on getting it. Mine's supposed to be here tomorrow. Funny though that people who ordered it 5 days after the release are getting it before people who ordered ground shipping on the 12th. Can't wait until everyone gets their S3 and this thread can be a memory.

[RCflier]

Funny though that people who ordered it 5 days after the release are getting it before people who ordered ground shipping on the 12th.

Ground? 2nd day air on the 12th here, and no TiVo... That's ok, tivo told me yesterday my package "may" be delayed :rolleyes: . I'll bet I could order today and have it before my 9/12 order comes.

[dsm363]

Seems kind of random how things are getting shipped out. As long as everyone gets one and is happy with it I guess.
Maybe an official e-mail to everyone who ordered from TiVo the first few days explaining the delay would smooth things over from some people. TiVoPony has been great but not everyone reads this forum (although I would imagine most early adopters of the S3 are).

[thezonie]

If you've gone out this weekend to purchase an S3 from retail, you can either refuse delivery of the system we've sent you, or if it's already been delivered, call us and we'll send you a return shipping label.

Well, I called TiVo and asked to be sent a return shipping label, and the CSR said just to take it back to a UPS Store and they'll take it. Okay, fine. :mad:

So I go to my local UPS Store and they say that they can't take it, that I should call UPS and have them send a truck out to pick it up, free of charge. Damnnit. :mad:

I call the phone number they gave me, and was able to set up a pick-up for tomorrow. All I have to do is leave it outside the door, where they originally left it. :rolleyes:

Let's hope all goes well tomorrow.

Oh, the UPS number that the UPS Store gave me was 1-800-742-5877 (1-800-PICK-UPS). Just hit '0' to get past all the damn automated menus and talk to a real person.

[Sepia]

Congrats on getting it. Mine's supposed to be here tomorrow. Funny though that people who ordered it 5 days after the release are getting it before people who ordered ground shipping on the 12th. Can't wait until everyone gets their S3 and this thread can be a memory.

Ground shipping and you're getting it tomorrow? You are lucky, I ordered 2nd day air on Tuesday in the AM and still no TiVo. It is supposed to arrive tomorrow though, and I had to reschedule cablecards 4 times!

[cap]

Exact same issue! They used my Shipping city as listed on my TiVo online account (in Florida) but my Shiiping ZIP from my new address (in New Jersey)! UPS site still says "THE PACKAGE IS DELAYED AT THE ORIGIN HUB;FORWARDED TO THE FACILITY IN THE DESTINATION CITY" It was scanned last night at 10:20p with no furhter updates.

I know I should have updated my TiVo account info online when I moved, but when I submitted my order for S3 (which even shows in my email receipt) I used my new address in both shipping and Billing.

I agree that some on this board are going overboard on their complaints, as I am a loyal TiVo user who has refused to go to the dark side using a Cable Company HD-DVR and have waited with bated breath since CES in January for this thing and the wait is killing me.

Wow, that is the same message I have in tracking my S3 and my shipping info is NOT messed up. Maybe there is a problem with UPS now.

I'm REALLY starting to think I'm not supposed to get this new Tivo. :(

[angel35]

Pony,
Any chance you could look into this. I have had mine on order since 9/12 at 9:39am eastern time. I received my phone call last night, but hadn't received my shipping as of 11:00 am eastern time today (9/20). Called today at about 2:00pm eastern, still no hard info from the operators, other than "It has shipped." My main problem is they have told me that it "Shipped today" on 4 different days.

Order date: 9/12 9:39am
Order #: 375679
Shipping: 2nd Day
2 units on order.

Also, still no charges against my credit card.

same :confused:

[SCSIRAID]

Same for me too. I hope Tivo takes good care of the Tuesday folks. I ordered Friday about 5:30 pm. I got a phone call today saying it was shipping and received an email with the tracking information. My two day shipping had been upgraded to overnight per UPS (email said ground though). UPS says 'Billing Information Received' with delivery scheduled tomorrow.

So I am now on to 'Step 2'......

Cablecard appointment is set up for Friday Afternoon......

Wish me luck!


WOOHOO.... UPS status changed to "In Transit - On Time" !!!! Origin Scan at Ft Worth.

[montivette]

I bought one at a store, but for what it is worth. I ordered from TiVo at 9:30 central time on Tuesday. Receive a order confirmation. On Sunday received a second order confirmation, and Monday evening received a shipping confirmation with tracking number. Was sent via 2nd day air. I left a note at door saying refuse delivery. On Wednesday UPS came to delivery and saw my note and they are now sending it back to TiVo.

It will be interesting to see what occurs when the refused orders get back to TiVo in high numbers which they are not used to. Will they be prepared and issue the proper credits back to the credit cards? Or will they delay/botch that just like they did the shipping and accidently charge restocking fees, or delay giving back credits, or lose the returned TiVos?

[MichaelK]

...UPS site still says "THE PACKAGE IS DELAYED AT THE ORIGIN HUB;FORWARDED TO THE FACILITY IN THE DESTINATION CITY" It was scanned last night at 10:20p with no furhter updates.
...

my address looks correct but they added in a second address line with my county (which I dont think would bother UPS).

But I have the same message at UPS.com (although I think mine is 10:29).

[MichaelK]

Congrats on getting it. Mine's supposed to be here tomorrow. Funny though that people who ordered it 5 days after the release are getting it before people who ordered ground shipping on the 12th. Can't wait until everyone gets their S3 and this thread can be a memory.

just want to correct you there a bit- people that orderd it 5 days later are getting it before people who ordered with OVERNIGHT shipping on the 12th.

[MichaelK]

Wow, that is the same message I have in tracking my S3 and my shipping info is NOT messed up. Maybe there is a problem with UPS now.

I'm REALLY starting to think I'm not supposed to get this new Tivo. :(


I doubt there is a probelm with UPS.

How often have you ever had a problem with UPS? I'm sure there success rate probably has lots of nines in it.


Now all of a sudden at least 3 of us in the magic 200 have that error? So at least 1.5% of the screwed up orders now have a probelm with UPS. Not very likely statistically


Seems like whoever is shippign the things screwed up yet again....

[cap]

I doubt there is a probelm with UPS.

How often have you ever had a problem with UPS? I'm sure there success rate probably has lots of nines in it.


Now all of a sudden at least 3 of us in the magic 200 have that error? So at least 1.5% of the screwed up orders now have a probelm with UPS. Not very likely statistically


Seems like whoever is shipping the things screwed up yet again....

Well whoever's fault it was/is my package is still in TX!

Sat there all night and finally left TX at 7:35pm CST with a rescheduled delivery of tomorrow.
Is this think ever going to get here?

[jfh3]

Tuesday 9/12 order. Overnight shipping.
Two different confirmation emails with the same order number.
No phone call, as indicated.
40 minutes getting bounced around between the CSR and sales lines last night, no one could give me order status.
25 minutes on hold this morning before I had to give up.
No shipping notice.
No box.

If I hadn't bought boxes at retail last week, I would be livid, rather than just really annoyed and disappointed.

[sobenski]

I have to agree with others in this forum who point out that Tivo really dropped the ball here -- especially for failing to consider that precise shipping dates are critical when users need to schedule installation appointments with the cable companies.

As I wrote earlier, Tivo called a couple days ago to tell me that they had shipped to my billing address by mistake but had contacted UPS and corrected it. I was pleased they appeared to be on top of things. Well, it turns out that UPS was never notified -- They tried to deliver to my billing address today and of course I wasn't there. Why in the world did Tivo call me to inform me of something they hadn't done? :confused:

Luckily, I am compulsively checking my tracking number (which, by the way, I never received in email and only received after making a separate call to Tivo to get it) and uncovered the problem myself, and called UPS to correct it. Also, luckily, my Comcast installation is not until the day after tomorrow so there's still one more chance for a successful delivery before I'd be screwed and have to reschedule the installation....

I might forget all about this if and when I ever get my Series 3 up and running ... but I don't think I'll buy anything direct from Tivo ever again! It's just not worth the trouble! :(

[jgubman]

Got off the phone w/ a very helpfull CSR today who told me my order looked like it's lost and never made it to UPS. He also claimed it was being sent to the (uninhabited) billing address instead of the shipping address.

Imagine my surprise when I got home and found my series3 sitting on my doorstep.

Looks like in my situation, they slapped a 2-day UPS label on top of my original ground label. Explains why the tracking number I was given has been (and still is) stuck in "billing info received", looks like they threw the new label on and shipped it Monday.

Too bad nobody on the phone could help, but I'm glad my personal saga is over.

Best of luck to everyone else...

[MeatSack]

I called UPS on Tuesday to give them my correct zip code. Today my package is in the wrong town, and may be headed back to Tivo!!!!! I am trying to fix this, but I am not hopeful. UPS sent an 'URGENT' message to the delivery center to let them know of the situation, and I am supposed to be called in a few hours with a status of when I can expect this package.

This is all due to Tivo putting the zip code for my billing address on my shipping address and they are in two different towns. Now normally, I am not impatient, but this package was very expensive, and I am nervous about it hanging in the void of UPS shipping.

MeatSack -- The same exact thing happened to me. However, I did not call UPS to correct the information because the tracking number provided to me by TiVo showed the package as going to the correct town. It wasn't until the scheduled delivery date that I called UPS to find out why they took off the "Out for Delivery" status message from the tracking. TiVo has used my billing street address and my shipping city and zipcode, so UPS couldn't find the address once it got to the distribution center. So UPS took it upon theirselves to ship it to an old address in their own system that I haven't lived in for 4 years...without verifying this change with TiVo!! WTF

I have since talked to TiVo and they said to call them back once I receive the unit (TiVo told me it would be today after the correction, but UPS says tomorrow). At that time, "we will see what TiVo can do for you."

I argued that all the express shipment people who ordered last Tuesday got free shipping, but my ground shipping was already free, so I wanted to be compensated for the address mess up on TiVo's part.

I triple checked my order confirmation and my two addresses were correct and in the appropriate order.

[dperovic]

I called UPS on Tuesday to give them my correct zip code. Today my package is in the wrong town, and may be headed back to Tivo!!!!! I am trying to fix this, but I am not hopeful. UPS sent an 'URGENT' message to the delivery center to let them know of the situation, and I am supposed to be called in a few hours with a status of when I can expect this package.

This is all due to Tivo putting the zip code for my billing address on my shipping address and they are in two different towns. Now normally, I am not impatient, but this package was very expensive, and I am nervous about it hanging in the void of UPS shipping.


So I received my Series 3 yesterday...the correction in UPS's system was not honored and the package got delivered, WITHOUT SIGNATURE, to the garage door of my parents house. Luckily, my mom was getting home in 15 minutes to get the package from where they left. Once I drove an hour to go pick it up in rush hour, I found the box is horrible shape. I drove it back home, another hour, and took plenty of picture. The inside TiVo box was also damaged. When I openned the inner tivo box, the unit appeared to be okay. But when I put it on a flat service, it would only sit on 3 legs! The box functions fine, but the back left corner got bend out of shape. I will be demanding a new box be sent express to me when I receive a call back from the TiVo representative that I've been working with.

[tunnelengineer]

Sorry for your luck.

This may be an issue with UPS, not tivo. You may have a fight on your hands. Let us know how it works out.....

[ChuckyBox]

Tuesday 9/12 order. Overnight shipping.
Two different confirmation emails with the same order number.
No phone call, as indicated.
40 minutes getting bounced around between the CSR and sales lines last night, no one could give me order status.
25 minutes on hold this morning before I had to give up.
No shipping notice.
No box.

If I hadn't bought boxes at retail last week, I would be livid, rather than just really annoyed and disappointed.

Pretty much the same story here, but 2nd day shipping. But then this morning, I called the (877) 367-8486 number and followed the voice prompts through to "Exchaqnges and Returns" (in the Series 3 "yes" set of menus), and after a 30-second wait, I got to talk to an exceptionally friendly and helpful CSR named Michael who told me that my box was scheduled to be delivered today, and he gave me a UPS tracking number to prove it. It is unclear if the package will go to the billing or shipping address (Michael says they switched some of those).

I had called to cancel the order, but that seemed pointless since the box was out for delivery. So I'm going to have two of these things now and I'll have to decide whether to keep it, send it back, or maybe sell it to someone around here.

Now if those folks who are blazing the LA county Charter CableCard trail can make a little progress, I'll be good to go. Ah, screw it, I guess I should help them...

[bap]

TiVo's handling of this just makes me sicker and sicker. After finally shipping my package a week late I discover that UPS can't deliver it because they forgot my apartment number and also misspelled the street address. I went back and checked both of the order confirmation e-mails I received and both had the street spelled correctly and the apartment number included (despite the swapping of shipping/billing addresses). That says to me that they were manually entering in shipping addresses rather than relying on computer generated addresses, and somebody did a good job of fouling mine up...

[aressa]

Finally got mine.

As I mentioned earlier, I called UPS to have them add my apartment number to the package, but they said that they can't update it until it is in the destination city, and to just watch the tracking information.

Well, the tracking information is the most interesting thing about this story, check out this path:


REDMOND,
WA, US 09/21/2006 7:38 A.M. OUT FOR DELIVERY
09/21/2006 5:55 A.M. ARRIVAL SCAN
SEATTLE,
WA, US 09/21/2006 5:24 A.M. DEPARTURE SCAN
09/21/2006 4:21 A.M. ARRIVAL SCAN
ONTARIO,
CA, US 09/21/2006 1:49 A.M. DEPARTURE SCAN
ONTARIO,
CA, US 09/20/2006 11:21 P.M. ARRIVAL SCAN
PORTLAND,
OR, US 09/20/2006 9:11 P.M. DEPARTURE SCAN
09/20/2006 7:41 P.M. ARRIVAL SCAN
SPOKANE,
WA, US 09/20/2006 6:32 P.M. DEPARTURE SCAN
09/20/2006 4:18 P.M. ARRIVAL SCAN
DALLAS/FT. WORTH A/P,
TX, US 09/20/2006 2:51 P.M. DEPARTURE SCAN
DALLAS/FT. WORTH A/P,
TX, US 09/19/2006 9:40 P.M. ARRIVAL SCAN
FORT WORTH,
TX, US 09/19/2006 9:06 P.M. DEPARTURE SCAN
09/19/2006 5:55 P.M. ORIGIN SCAN
US 09/18/2006 11:01 P.M. BILLING INFORMATION RECEIVED


Why the heck it went all the way down to Los Angeles when it was already in Washington is beyond me.

Well, once I saw it was out for delivery from the Redmond depot I called and they got the address updated and sent out to the driver. I made the UPS CSR read back the address to me twice because she keyed it wrong the first time, and I sure as hell was not going to deal with this for another day.

Well, it just got delivered. Now I go from "Shipping Issues" to "CableCARD issues", hopefully those won't have as much drama.

[DCIFRTHS]

... Now if those folks who are blazing the LA county Charter CableCard trail can make a little progress, I'll be good to go. Ah, screw it, I guess I should help them...

Sword in hand.

[MeatSack]

Sounds similar to what I am dealing with, except mine is still out for delivery. My delivery address is in Austin,TX and the unit originated from Dallas,TX. I could have walked to Dallas and picked up my unit by now.

Currently my box is in San Marcos, a town just south of Austin out on a truck to be delivered. Because the zip code is correct for that area, but the address is in Austin. Sad thing is, the box was in Austin earlier and they forwarded it.

TiVo's handling of this just makes me sicker and sicker. After finally shipping my package a week late I discover that UPS can't deliver it because they forgot my apartment number and also misspelled the street address. I went back and checked both of the order confirmation e-mails I received and both had the street spelled correctly and the apartment number included (despite the swapping of shipping/billing addresses). That says to me that they were manually entering in shipping addresses rather than relying on computer generated addresses, and somebody did a good job of fouling mine up...

[Bighouse]

Mine arrived last night, finally. Manufactured date of 9/2/06.
Cablecards won't here here until next Friday, unless I can grab someone's cancellation. :(

Guess I set it up tonight anyway and transfer my S1 Lifetime to it.

[Spiff72]

Mine finally showed up today too.

I never got a shipping confirmation, and it did show up at my office (the original shipping address - it looks like UPS changed the address when it arrived at their hub in my area).

[PPC1]

Ordered the S3 September 21. Shipped September 23 by UPS ground (as requested). UPS tracking says that it is out for delivery today. Still no e-mail with shipping confirmation and tracking number. I had to call TiVo when I saw the billing charge show up on my card to get the tracking number.

[angel35]

Did any one get a email from tivo they apologze for the shipping mess and are sending a gift a Tivo messenger bag. Better then nothing