Shipping Update

[TiVoPony]

I know there has been too much confusion, and rather than bury this in one of the existing threads I'm starting a fresh thread so that everyone can find the information they need.

Apparently I was *almost* correct when I said that all orders placed by Friday 9am had shipped. There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.

That is why some of you have received a second confirmation email, but no tracking email yet. Those 200 orders are being shipped now, and each of those customers will be receiving a phone call from our support staff explaining the status of your order. We apologize for the delay, and as before, all shipping charges on these orders are being refunded.

We understand that when orders were initially placed there was some disappointment that shipping would not begin until Thursday. We appreciate that you went ahead and ordered from TiVo. The bulk of those orders did not ship on Thursday, but shipped on Friday instead. For those of you who had selected overnight shipping, that meant you would not receive the system on Friday, and would not have it for the weekend. We all know the anticipation of having a new toy for the weekend, and understand your frustration when our shipping dates slipped a day.

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).

If you had selected standard ground shipping, you also should expect to receive your system in the timeframe you were originally quoted.

In addition to the one day delay in shipping, a systems issue resulted in our support staff not having access to the latest shipping information, and our tracking number emails could not go out until the weekend. As a result we could not give you an accurate update on your order, even though they had shipped. Looking at the poll here I noticed that a surprising number of you called every hour (or every few hours) for an update.

We appreciate your business, and apologize for the challenges we faced the past few days. I know that some people have asked how to cancel their order. 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. Like I said, we understand the anticipation of having a new toy (and the entire weekend to play with it), and we won't fault you at all for grabbing one off the store shelves instead. :)

I hope this helps clarify where we are, and what you should expect. It hasn't been the smoothest start, but you'll soon be able to enjoy your new Series3. ;)

Cheers,
Pony


[edit - fixed a typo]

[zordude]

The update is appreciated.

The biggest frustration on my end was not necessarily the delay in shipping (one of the lucky 200) it was the fact that no one had access to the real status.

Z

[SCSIRAID]

Thanks Pony.....

What about orders placed after 9am Friday (say Friday evening :) ) When would they be shipping?

[NOD]

Thank you (for both the info, and the fact that you're willing to put up w/ some of the responses that will certainly ensue). :)

Can't wait to get my s3 tomorrow.:D

[DJM637]

Lucky me. Mine must have been one of those 200 orders, since I received a second order receipt yesterday.

[TiVoPony]

What about orders placed after 9am Friday (say Friday evening :) ) When would they be shipping?

They are shipping as expected...no delays there. Please let us know if you believe there is an issue with your order!

Thanks,
Pony

[amjustice]

Thanks for the update Pony, we still love you :)

[amjustice]

The update is appreciated.

The biggest frustration on my end was not necessarily the delay in shipping (one of the lucky 200) it was the fact that no one had access to the real status.

Z

Agreed, as long as mine gets here before my Friday CC apointment I will be keeping the box from Tivo, I would much rather give my business to tivo then to Best Buy even dispite all that has happened (I have one from Best Buy waiting here as a backup)

BTW I fear I am one of the 200 as well since I recieved a second confirmation today and have still not seen any tracking info

[Sixto]

Thanks Pony.

Nice professional explanation.

Yep, purchased from Best Buy on Friday. Installed & activated Friday. Had two days to get comfortable with the box and Cablecards were installed successfully on Sunday as planned (scheduled Sunday cable visit when tivo.com order was placed on Tuesday).

Today, received the second box (from tivo.com), called TiVo customer service, spoke to a very friendly and helpful CSR, received a full refund and return shipping label within minutes. Just dropped off the box at UPS and all is well.

BTW, the Series3 box is wonderful. All the features of the DirecTV HR10 plus. Family loves the Photo app and looking forward to MRV.

Thanks again!

[talmania]

Thanks for the update.

Guess I'm one of the lucky 200. With Comcast set for a noontime cablecard install tomorrow I hold small hope that my S3 will actually show up tomorrow morning.

Sounds like being one of the first 200 to order turned out to be a bad thing. :D

Here's hoping Tivo will have some lengthy meetings and come out with a detailed plan to address fufillment, order processing, and systems issues.

[SystemJinx]

Thanks for the update Pony, we still love you :)

Indeed.

It's good to hear something official TivoPony.

Thank you.


Edit: I also received 2 order confirmations. One dated 9/12 and one dated 9/14. Does that make me one of the 200?

[FireflyFan88]

Thanks for the update. It's a huge relief just to know what's going on even though I'm one of the "lucky 200".

[RoanokeHokie]

Apparently I was *almost* correct when I said that all orders placed by Friday 9am had shipped. There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.Cold comfort to those of us who appear to be part of "the 200." The only difference in my confirmations is the amount of sales tax. It feels like we're being punished (through delayed shipment) for TiVo's mistake.

[scott2244]

Pony:

Thanks for the update. I'm clearly one of the 200. Should I be concerned that when my data was manually re-entered, my first and last names were swapped? I also notice that in my second order summary (the one that was manually re-typed), the phone number field is blank. (On the original order summary, the phone number was there.)

I have yet to receive tracking information, a phone call, etc. When can we expect a call? Or, assuming that TiVo lost my phone number when they re-entered the order, what number should I call to try and straighten this out? (Preferably one without a 55 minute wait time?)

[DJM637]

Thanks for the update.

Guess I'm one of the lucky 200. With Comcast set for a noontime cablecard install tomorrow I hold small hope that my S3 will actually show up tomorrow morning.

Sounds like being one of the first 200 to order turned out to be a bad thing. :D

Here's hoping Tivo will have some lengthy meetings and come out with a detailed plan to address fufillment, order processing, and systems issues.

I could not have been one of the first 200...maybe the last! I ordered on 9/12 at 10:59pm CDT. I didn't even receive the offer in my inbox unti 5:48pm.

[TexasAg]

Pony,

Thanks for everything (and for putting up with the abuse around here)!

I got my second order confirmation saying my "2 day" order from 9/12 had been placed on 9/14 (presumably when it was reentered). I still haven't gotten a shipping notification yet. Does this mean that my order shipped on Friday and the shipping notification is just late, or will it be shipped this week?

Just curious - I have a Fios CableCARD install scheduled for Friday.

[baked]

Thanks for the update Pony. I received an order confirmation last night (placed my order on Tuesday around noon, looks like the order was re-entered on 9/14/06 at about 3:30 PM) but haven't received shipping information yet - I assume I'm of one of the 200.

"We few, we happy few, we band of brothers. For surely, those who wait with me for our Series 3's shall henceforth be brothers."

Now Pony, can you kick Sony's butt and get them to ship my HDTV? :)

[tunnelengineer]

Thanks for the update Pony. I guess I was in the original 200, but still haven't receieved an additional order confirmation or any shipping info. Basically no update after the Thursday "we are sorry, we won't be shipiing anything until Friday" email. Should I be concerned?

[Hellrot]

No offense, but at this point I will believe it when I see it. Thus far in the S3 purchase process, the only information I have been given that has been later proven to be actually true is "your order has not yet been shipped".

[diamar]

One of the lucky 200 here, so it would seem.

Note that he didn't say the "first 200" orders, just that 200 seem to have gotten messed up. My order # was 3761xx, and it seems that unlucky series was cursed (based on some posts in the other threads).

I still find it fishy -- and annoying -- that my order status is still unavailable from anyone in CS (if they entered it over the weekend, why does it take so long to process?). And the fact that the website still says things will ship in 48 hours, yet the CSR can't tell me that the one I ordered last week will ship any time soon.

[btwyx]

If you've gone out this weekend to purchase an S3 from retail, That'd be me. If I'd known it was really going to be delivered today (it was), I probably could have held off. But with the lack of any credible information, I didn't want to end up without the S3 and all the stores had run out. The shipping confirmation finally arrived Saturday evening, as I was trying to get the lifetime transfer.if it's already been delivered, call us and we'll send you a return shipping label.I'll take you up on that, if no one locally wants it instead. I expected someone to want it, the local shops seem to have dried up.

[Gregor]

Thanks for the update!

Mine would have gotten here today, but UPS left it in Philly. It should be here tomorrow.

[shady]

Pony,
thanks for the update.

Is there anything we need to do if the Shipping address in the 2nd order confirmation is not complete (mine is missing the apartment number)

[baked]

... 200 seem to have gotten messed up. My order # was 3761xx, and it seems that unlucky series was cursed (based on some posts in the other threads).

My order was in the 3760xx's

[raober]

Maybe I'm one of the 200 too. Thank you for the clarification Pony.

If we are one of "The 200," does this mean we will all gain special abilities...like being able to use TTG and MRV magically?

;)

[dsm363]

I'm one of the 200 too I guess. Have Friday appointment as well with Charter so I'm looking forward to getting it! Thanks.

[ah30k]

It wasn't just a new toy to play with. Some of us had installation of CableCARDS scheduled for the weekend and would have had to re-schedule them for God knows when.

While true this was only a one-day slip from the "policy" there was a clear expectation that you would have been ready to go on day 1.

[tgewin]

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).


Thanks for the update, although I'm not sure you're entirely right about the quoted part. I ordered mine at 12:08 EDT on 9/13, so still 9/12 in all time zones but my own, and it is scheduled for delivery tomorrow. I ordered 2-day shipping. It shipped 2-day on Friday.

That quibble aside, I really look forward to setting this box up tomorrow, and I'm not personally put-off by any of this "fiasco." I've seen much worse crap happen with a major product launch, and it's just a toy anyway. So, vive Tivo!

[Ames]

Thanks for a the update. A couple of things.

I would have paid for 2nd day if I had any indication that the "48 shipping" window was so wrong. Now I'm stuck as a ground person with a cable company installer appointment on Wednesday.

More importantly you say that tracking number emails went out over the weekend. I ordered mid-day Tuesday. On Sunday night I received a second order confirmation. No tracking number.

Luckily for me I ordered from Circuit City. They estimated a Wednesday arrival. Got my tracking number just now and it will be here Tuesday. Now that's a good online order system.

I'm going to refuse delivery when my S3 from Tivo shows up. Please tell me I won't have to call and fight for a full refund.

[DCIFRTHS]

Pony,

Great information, and kudos for airing it on the forum :)

[bap]

Pony -

Thanks from me also regarding the update. I have yet another question for you though.

How on earth did you manage to swap billing and shipping addresses on so many of the fouled up orders? Mine is one of the many that this happened to. I provided my home address as the billing address but my place of work as the shipping address. In the first order confirmation I got it showed this correctly. In the second order confirmation it was billed to my work address and shipped to my home address.

[frankygamer]

Lucky 200 here too. First and only confirmation email saturday night. Hope to see a tracking number soon.

[Sepia]

Thanks for the update Pony, but I still am not sure when my TiVo is coming. I am clearly one of the 200 who ordered on Tuesday and just got his 2nd confirmation with no tracking still.

I had ordered 2 day shipping, are you saying I got upgraded to overnight, and I should receive my TiVo tomorrow? I really need to know this so I can (for the third time) reschedule my cable card appointment. I have the day off on Wednesday, so that would work out perfectly if I am getting it tomorrow...

- Sepia

[TiVoPony]

Thanks for the update Pony, but I still am not sure when my TiVo is coming. I am clearly one of the 200 who ordered on Tuesday and just got his 2nd confirmation with no tracking still.

I had ordered 2 day shipping, are you saying I got upgraded to overnight, and I should receive my TiVo tomorrow? I really need to know this so I can (for the third time) reschedule my cable card appointment. I have the day off on Wednesday, so that would work out perfectly if I am getting it tomorrow...

- Sepia

Unfortunately I don't know the details of each order, I'm just a product marketing guy...they don't let me into the customer database.

But, as I mentioned, each person who had an error in their order will be receiving a phone call from one of our support folk, explaining what they should expect. They're just starting that process now, so don't fret if you haven't heard the phone ring yet.

And sorry again for the confusion.

Pony

[nhaigh]

There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.



Pony,

I guess I'm one of these as I got another confirmation Sunday night. I haven't however had shipping notification yet. I haven't been charged for the original order but was charged shipping on Saturday despite having gotten an E-mail on Thursday saying shipping was going to be refunded.

I tried to cancel this order Friday Morning and again today unsuccessfully. My question is if the order had to be re-entered by hand over the weekend and I had a case number 5201687 from Friday trying to cancel it why didn't the order just get cancelled rather than entered again?

[cjwskier]

Is it safe to order from TiVo.com now? or should i find alternative means of buying one.

Any Ideas?

[HDTiVo]

Unfortunately I don't know the details of each order, I'm just a product marketing guy...they don't let me into the customer database.

But, as I mentioned, each person who had an error in their order will be receiving a phone call from one of our support folk, explaining what they should expect. They're just starting that process now, so don't fret if you haven't heard the phone ring yet.

And sorry again for the confusion.

Pony
Did TiVo management instruct them to install cotton over the earpiece?

[jeremyz]

I just got my call. Seems like the box was on its way to the wrong address, Tivo called it back, and now it's on its way to the correct address. Nice woman that called and explained it to me.

All that said, I (and others here) called Tivo to say that the addresses were wrong in our confirmation emails, and we were told that it was just a cosmetic problem - "don't worry about it".

Glad I took the time to make that call. :rolleyes:

Anyway, I guess we've learned to avoid the Tivo store - that was my third box from them, and my last. I was swayed by the whole idea of giving the markup to Tivo, but after this, I'm going with the pros at BB or CC. :)

[montivette]

As everyone said thanks for the update. I think this is the post many have been waiting to here.

Could you clarify about the 15% restocking fee for refused orders as stated on the website? I hope it will not be charged.

Throwing in Tivo to go and the transferring of content from one TiVo to another would convince me to keep the additional unit. :) I know that is totally beyond your contol!

[derekcbart]

Hello.

I am one of the messed up orders as well. I received a confirmation email today with the redone 09/14/06 order date, but I have not received any shipping information yet and when I spoke to a rep earlier today he said that my unit has not shipped at all yet. It didn't even ship out today! I had a cable install scheduled for tomorrow, but I have moved that to Friday.

Is TiVo planning on any sort of compensation (not necessarily money) for people in the same situation as myself who ordered on Tuesday but their units haven't even shipped yet?

Thanks.

P.S. It kinda makes the whole "next day shipping" more than a bit of a joke.

[DCIFRTHS]

Unfortunately I don't know the details of each order, I'm just a product marketing guy...they don't let me into the customer database. ...

Pony

Hmmm. I think that's a smart move :D ;)

[TiVoPony]

As everyone said thanks for the update. I think this is the post many have been waiting to here.

Could you clarify about the 15% restocking fee for refused orders as stated on the website? I hope it will not be charged.

Throwing in Tivo to go and the transferring of content from one TiVo to another would convince me to keep the additional unit. :) I know that is totally beyond your contol!

No, we are not charging a restocking fee for systems refused due to the issues the past few days.

Pony

[patmiller]

It seems like a lot of the 200 are posting to this forum.... Makes me believe
that there are many more than 200 people in the dark. I ordered on 9/12
(# 3763XX). I *haven't* received any phone call (I just got cut off by Tivo
customer service). I *haven't* received a shipping update. All I got was
a repeat of my original sales receipt (dated 9/14, but email not sent until
9/17).

A 2nd call to Tivo customer service actually made it through, but the rep
had nothing to say except we have stock and we are shipping it though
I have no tracking numbers. Also some run-around about how they
changed service centers on Weds.

How can you possibly think of doing that in the middle of a botched launch.

I can't fully express how pissed I am.

The bungled launch.

The lack of MRV.

Pretty much zero communication for a week.

I don't feel much like a VIP, just feel like a sucker.

[retired]

Thanks for the update and for being "brave enough" to give us an update. But being one of the 200, I am confused. Has my order shipped? If not, when will it ship? Will it be sent 2nd day (which is what I originally paid for) or will it be shipped overnight? I also have had some "wonderful" conversations with customer service. Today's was especially exasperating as I was told to call the sales number who then told me to call customer service with neither of them able to tell me a thing. Oh well, such is life.

Thanks again for the update

[vman41]

I'll take you up on that, if no one locally wants it instead. I expected someone to want it, the local shops seem to have dried up.

Re-selling it would be a nice gesture, are there any warranty issues?

[Donbadabon]

Thanks for the update, TiVoPony.

Should I be concerned that the 2nd order update that I received today had an address from 2 years ago, and not the address that I used when ordering?

[DJM637]

Thanks for the admittance, but I think this is still not full disclosure of the problem. I received my 2nd order confirmation last night that was dated 9/14. I never made a call to TiVo CS until 9/15, and I made a second 9/16. On neither one of those calls was I informed of any problem with my order. Just that it had not shipped.

Refunding shipping costs on those 200 orders, but not upgrading ground shipment orders to 2-day as you did for 2-day to overnight also is inconsistent customer service.

This is what I was told directly or indirectly that I would get because of this snafu:

1. Lifetime transfer for $199 for my S3 purchased at retail. (Promised in 2nd call to CS)

2. A return label and full refund from TiVo whenever I get the one they send me. (Promised in this post)

I hope TiVo keeps their word.

[Dreamin]

Can you disclose how many total S3 orders you got last week? (approx or order of magnitude?)

[diamar]

Can you disclose how many total S3 orders you got last week? (approx or order of magnitude?)
I talked to a CSR today who volunteered that they were getting 2000 orders a day.

[laserguns]

Thanks for the update, TiVoPony.

Should I be concerned that the 2nd order update that I received today had an address from 2 years ago, and not the address that I used when ordering?

omfg

[dobbie1]

Thanks for the update.

[Canoehead]

Is it safe to order from TiVo.com now? or should i find alternative means of buying one.

Any Ideas?

Circuit City with the 10% coupon - $25 bucks for next day shipping if you order early in the morning. Much safer.

[sobenski]

FYI all -- I ordered my Series3 on the morning of the 12th, ground shipping. Today I got a call today from Tivo because they noticed they had accidentally shipped to my billing address rather than my shipping address. They fixed it -- and say I should get by Series3 in the next couple days. Since it sounds like a software glitch, I can't imagine I'm the only one that will be receiving this call. The good news is they are on top of it!! :)

[MediaLivingRoom]

Thank you for the details.

[btwyx]

Re-selling it would be a nice gesture, It'd also be less hassle, but I'm surprised no one wants it.

[MediaLivingRoom]

I don't feel much like a VIP, just feel like a sucker.


TRUE THAT!!

[rainwater]

Can you disclose how many total S3 orders you got last week? (approx or order of magnitude?)

I would say, no. They are not going to disclose that on this forum. :)

[Troy J B]

Woohoo, I am one of the 200. Let's see 200 people at 10 minutes per call that's 2000 minutes, optimist 20 people doing the calling, about 2 hours for all the calls to do out. Or 4 hours if it's more likely only 10 people doing the calling...

btw, I'm another 3760xx

[DCIFRTHS]

I talked to a CSR today who volunteered that they were getting 2000 orders a day.

If that's true, congratulations to TiVo!

[wdave]

Update appreciated. /subscribe for any more updates.

[jetboy_jones]

I am another of the 200 (ordered Tuesday, go a reconfirmation on Sunday afternoon) and I just got off the horn with Tivo Customer service. As far as they can tell mine hasn't shipped yet and they "expect" that it will ship tomorrow. Also, the woman I spoke to (and the people she talked to while I was on hold) knew nothing about the 200 re-entered orders, and denied planes for shipping upgrades/refunds or phone calls to customers.

Also, as far as cancelling and getting and s3 from a store. I read that one of the conditions for transferring a lifetime subscription is that purchase of the new box must be done through Tivo. Has the restriction been lifted?

Mike

[Agent86]

I am so confused.

I ordered on 9/12. I got the "you made an order" e-mail 30 minutes later. I received the "All orders will be shipped out on 9/15", e-mail on the night of 9/14. Today (9/18) I have received the "Order Confirmation" e-mail, but I have still not received a tracking number.

I'm so confused - what happenned to my order? TiVo support has been unable to give me any information. I did not receive my TiVo unit today as I would have expected for ordering on day one with 2 day shipping. But I have also only gotten the one order confirmation e-mail, and that came in today, so I don't think I'm one of the "Lucky 200".

So what happenned to me and where do I stand?

EDIT: Actually if the first e-mail is considered an "Order Confirmation", then I might be one of the 200. But the first e-mail says nothing about confirmation in the subject, where as the one I got today clearly says "Order Confirmation" in the subject.

[FireflyFan88]

Looks like a new batch of tracking mail is in process... Just got mine after getting reorder mail yesterday... Just entered the system so UPS has no location info yet. The shipped/ billed date is today.

[btwyx]

Also, as far as cancelling and getting and s3 from a store. I read that one of the conditions for transferring a lifetime subscription is that purchase of the new box must be done through Tivo. Has the restriction been lifted?There was chatter about that here, so I called and asked, and was told retail ones would be eligible. So I asked them to make a note to that effect on my account (as someone else around here had done) and went out and bought one.

Mine's in the process of being swapped now.

[Kurthi]

Another of the 200 here. Guess TiVo community rules the early buyers.

Still looking for a tracking number (maybe tomorrow?)

Hope there aren't any issues about refunding shipping for everybody per the 9/14 email.

Anticipate the TiVo phone call. Maybe I'll get a plushie for all the inconvenience :rolleyes:

[Aiken]

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.
I finally threw my hands up today after several more informationless calls to TiVo (no re-order email, no shipping confirmation email, no additional status from Support even while you were writing this post, etc.) and finally tracked down a retail unit. It's bought, the lifetime is transferred.

So, question is:

Given that it's gotta cost you guys a few bucks to ship units back from people like me who (finally) took the alternate route, have you considered offering people that much money off of the purchase price (or lifetime transfer) as an incentive to keep the unit?

[boywaja]

Apparently I was *almost* correct when I said that all orders placed by Friday 9am had shipped. There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.
[edit - fixed a typo]

It looks like I typed in a period instead of a dash as the evening phone number separator (e.g. 555-123.xxxx). Are you trying to tell me my order was delayed because of that? In my database classes we were taught to validate data on imput.

[Aiken]

Woohoo, I am one of the 200. ...

I'm another 3760xx
Moi aussi. 3764xx, actually. Wouldn't that imply there were more than 200?

I wonder if I'm at the end of the list. That would explain why I'm still without a confirmation.

[jeremyz]

It looks like I typed in a period instead of a dash as the evening phone number separator (e.g. 555-123.xxxx). Are you trying to tell me my order was delayed because of that? In my database classes we were taught to validate data on imput.Assuming I'm one of the 200 (I did get a call tonight), the error was on the Tivo end, not ours - I wouldn't beat yourself up.

[Geeksterman]

I'm a little concerned I won't get my phone call. As one of the "200" (I think) I got the 2nd "order confirmation" last night and noticed my shipping and billing addresses were swapped. As has been mentioned in other threads, this is NOT "cosmetic" - S3s are being shipped out to wrong addresses! Since my phone number also got swapped (I'm not at work anymore and that is the contact number they are showing now) I won't be able to talk to the CSRs that are calling around to get my shipping address fixed. I will have to make a 60 mile round trip to fetch my S3 from my old address, assuming it ever arrives.... :down: :mad:

[Franco]

I appreciate the update, and I believe I'm another one of the 200 "special" VIP members. And it looks like that, due to this delay, I'll have to turn away the Time Warner technician who is coming to my house tomorrow with 2 cable cards. I can tell you right now this will truly cause me many, many problems as I know Time Warner will give me nothing but problems when I try to re-schedule a technician to come out again. But I digress.

I really, really feel like I'm being punished for being one of the early adopters of this product. TiVo messes up and I get screwed over.

I think TiVo should do *something* to make up for this issue with these 200 or so people like myself.

[wdave]

There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.
I'm left wondering why it took until the weekend to get these 200 orders straightened out. That's at least 4 days later. Someone who ordered midday Friday got their unit shipped on Friday, before us lucky 200. That's quite an inefficient order exception system you've got there, if it takes over 3 days to figure out something's not right with the order.

Rhetorical questions above. I don't really expect an answer. Just my musings.

[btwyx]

Rhetorical questions above. I don't really expect an answer. Just my musings.Another good question is why they didn't actual plan on sending out any TiVos for 2 days, despite the "1-2" shipping. Why not just say will start shipping Thursday. I had hopes of having one Thursday.

Also why these errors were not discovered in the 2 days when nothing was happening.

There seems to be more left unsaid, than said in this story.

[diamar]

Another good question is why they didn't actual plan on sending out any TiVos for 2 days, despite the "1-2" shipping. Why not just say will start shipping Thursday. I had hopes of having one Thursday.

Also why these errors were not discovered in the 2 days when nothing was happening.

There seems to be more left unsaid, than said in this story.

In their defense (not my default position with TiVo today...), the website reads "ships in 48 hours"

[cjwskier]

So, as i was asking before, the question really boils down to whether the problem at TiVo is fixed and therefore it is safe to order through them. Or, try to find some at retail stores. However, in my experience no retail stores have the S3 left at this point.

[ah30k]

In their defense (not my default position with TiVo today...), the website reads "ships in 48 hours"yes, yes, we all know this.

Lets imagine a scenario where you have a brand new product. You have a rabid bunch of consumers that would kill for the device. You ship out plenty of units for BB and CC to get them in stock. You have a warehouse full of units for yourself to ship so you can reap the margin yourself.

The orders start rolling in at minute-1.

Yeh, sure, You are going to sit on them for two days????

Something went terribly wrong here. You can't tell me it was their plan to wait two days.

[MikeBrengartner]

Well, I *think* I'm a lucky 200 - I ordered Tuesday at 10:30am - just got the shipping confirmation that it shipped today, still 2-day air. So it didn't go out on Friday, and it didn't get upgraded to overnight shipping... guess I'll call the cable guy back again...


grrrrrrrrrrrrr

Edit - also, no phone call either!

[Gregor]

So, as i was asking before, the question really boils down to whether the problem at TiVo is fixed and therefore it is safe to order through them. Or, try to find some at retail stores. However, in my experience no retail stores have the S3 left at this point.

I would order from Tivo today if I was ordering one.

[geekmedic]

So, as i was asking before, the question really boils down to whether the problem at TiVo is fixed and therefore it is safe to order through them. Or, try to find some at retail stores. However, in my experience no retail stores have the S3 left at this point.
Fry's has it (www.outpost.com). I would recommend ordering from them and not from Tivo.com. At least until Tivo.com fixes its issues and starts allowing order cancellations and online order tracking.

[HDTiVo]

I'm left wondering why it took until the weekend to get these 200 orders straightened out. That's at least 4 days later. Someone who ordered midday Friday got their unit shipped on Friday, before us lucky 200. That's quite an inefficient order exception system you've got there, if it takes over 3 days to figure out something's not right with the order.

Rhetorical questions above. I don't really expect an answer. Just my musings.
Have you ever tried to "accurately" re-type 1600 punch cards (8/order)???

[Ames]

No, we are not charging a restocking fee for systems refused due to the issues the past few days.

Pony
Thanks for updating us. That's all I needed to know.

[HDTiVo]

Another good question is why they didn't actual plan on sending out any TiVos for 2 days, despite the "1-2" shipping. Why not just say will start shipping Thursday. I had hopes of having one Thursday.

Also why these errors were not discovered in the 2 days when nothing was happening.

There seems to be more left unsaid, than said in this story.
Punch cards went out Priority Mail from ordering dept. to warehouse.

[Amnesia]

Hmmm... I ordered it Tuesday AM ET (2-day) and got the original order confirmation, but since then the only communication I've gotten from TiVo has been the "Sorry, we'll mail it Thursday" letter.

I still haven't gotten a shipping confirmation and I have no idea when (or if) to expect the shipment. Today, I called and customer support said that it went out Sunday (!?), but couldn't tell me what carrier...

[Canoehead]

Ordered Tuesday pm, 2 day shipping - Number 3769** - got a duplicate confirm email today. No call, no tracking info. No hardware orders from Tivo.com ever again.

But got an S3 from Circuitcity.com - cheaper.

[Omnius]

I am also one of those that ordered Tuesday (just before 2pm eastern) with next-day shipping and got the original confirmation email (order # 3761XX), and then Thursdays "sorry" email. I called early Friday morning to cancel and was denied like everyone else. That is the last communication I've had with TiVo about the order. No shipping confirmation, no 2nd order confirmation, no charges on my credit card, no phone call. Nadda.

I picked up a unit retail and have it activated and am using it sans cable cards. That is another whole nightmare story with Comcast that I won't get into here.

[btwyx]

In their defense (not my default position with TiVo today...), the website reads "ships in 48 hours"Mine said "*Orders ship within 1-2 business days." I have a copy of the page.

[Omnius]

Oh yeah, meant to mention that where I ordered also said "1-2 days" rather than "48 hours". I did not order through the VIP page, just the main page. Perhaps that is the difference.

[Dark Helmet]

Apparantly I am one of the "lucky 200". I do appreciate the update, and I received tracking information this evening. However:


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).


In my case, the shipping was still at 2nd day (I did not receive a phone call). It's not a huge deal; it is supposed to arrive on Wednesday, and the Cox Cablecard guy is arriving Wednesday evening. So it should all work out ... assuming Cox is on the ball in the CableCard department (hah!). But you might want to mention to the shipping people that at least one person did not get a shipping upgrade.

[IdecideTV]

I ordered on Tuesday morning Sep 12, 2006 10:12 AM EST with three yr subscription, I guess I am definitely one the "Lucky 200" customer. Called CS and frustrated like others in here, finally today morning I order one from Circuit City and it is shipped immediately and I getting it tomorrow (Sept 19th).

Few minutes back I got the shipping email from Tivo through UPS expected to be delivered for tomorrow. I am kind of leaning to keep Tivo after seeing Pony's reply though I was highly frustrated and my weekend was spoiled by spending countless hours reading and sharing the frutration with other forum members.

What you guys suggest? Should I graciously keep the package from Tivo or refuse the delivery? Is it fair returning CC order? I am so confused, couldn't make a decision? Can someone shed some light for me?? Thanks.

[curiousgeorge]

TRUE THAT!!


http://www.irelandfamily.com/double.gif


Tuesday VIP lost in space order #3764xx

[sunman]

I still have not received my shipping confirmation. just got off the phone with Tivo. No tracking number in their system. The lady said she will call me tomorrow. She also said that the late tivo's were upgraded to free overnight shipping. I am not sure how true that is.

[sanfran_michael]

Looks like I'm one of the lucky 200 or more too.

Me: 3766XX
Date of Purchase: 9/12/2006 5:27:00 PM
Never got a second confirmation email, shipping email, phone call
Actually never got a peep since the intial confirmation immediately at ordering

I can't believe how depressed this has made me today. I spent all last weekend in a high, running out getting my new HDTV, scheduling my CC visit from Comcast, thinking that before this weekend I'd be enjoying my new TiVo. Now I just feel like I need to drink a lot.

[scott2244]

Oh, now this is great.

Still no TiVo. Still no phone call. Still no tracking number. And I ordered at 8:23 a.m. EDT on Tuesday, 9/12, order # 375XXX.

But I just checked my credit card -- and look at this:

9/17/06 TIVO SERVICE $42.43

So, TiVo has charged my credit card $42.43 for next-day shipping. No charge (or preauth) for the Series 3, of course -- just for the shipping. You know, the shipping that we were promised we wouldn't be charged for.

You have just got to be kidding me.

"Hi, TiVo, I'd like to order some next-day shipping. No, I don't need any product -- please just charge me for the shipping!"

What clowns are running this company (and its distribution center)? This is almost a comedy of errors at this point. I don't think I've seen this level of incompetence in quite awhile -- it's breathtaking, really, and utterly inexcusable. :mad:

[Ereth]

Aha! I hadn't noticed that the information in the second e-mail notification was from my TiVo account. Now that Pony posted this I went back and double-checked and yes, they pulled everything from the Contact Info under "Manage My Account". My name is different there, my address is spelled out rather than abbreviated, and I'd never updated it when I changed phone numbers earlier this year.

All of those things are in the second confirmation email, whereas none of them were in the first.

Since my phone number is wrong, I don't expect the personal phone call from Customer Service explaining the status of my order, but that's ok, Pony explained it sufficiently for me. As long as I actually get the box, the "warm fuzzy" of the phone call is un-necessary.

Thanks for providing the updated information, Pony. I, for one, appreciate what a tough job you have right now, and thank you for bringing us whatever info you can.

[proudpapa]

Here's my tale of woe - must be one of the 200 ? Not only do I not have my unit, or tracking #, I have 5 charges to my credit card - 2 units and 3 shipping entries (not credits). - almost $2,000 !!! I , have rescheduled Cox cable 3 times - is this fun, or what ! BTW - every time there was an entry on my email confirmation, there was a different tax amount.

I ordered on Tues also - have received 2 confirmations one showing an order date of 9/12 & then today I get one showing an order date of 9/14.. but still no tracking # or unit.

Anyway, thanks for the update - it helps to ease my suffering ;)

[baked]

Finally got shipping info at 11:48 PM Monday, hopefully all of you are getting you tracking #'s as well.

[Troy J B]

Finally got shipping info at 11:48 PM Monday, hopefully all of you are getting you tracking #'s as well.

still waiting here, it's been just over 12 hours since I got the 2nd order confirmation.

[sommerfeld]

Just got shipping confirmation for my 375XXX order

I placed the order at 9:47am EDT on 9/12 for overnight delivery
I got the "excessive orders" notice on 9/15
I got a duplicate order confirmation dated 09/14/2006 / 14:45:42 at 3:56PM EDT on 9/18
I got a shipping confirmation dated 9/19/2006 3:37AM EDT, claiming it was shipped "ground".
I prefer my S3 to be whole, not pulverized.

UPS says the package status is "Billing Information Received" with "NEXT DAY AIR SAVER" service.

GIven that they uplifted folks who ordered 2-day to overnight, why not also uplift overnight to "real" next day ("guaranteed by 10:30am") or even "next day early am"?

[DCIFRTHS]

Just got shipping confirmation for my 375XXX order

I placed the order at 9:47am EDT on 9/12 for overnight delivery
I got the "excessive orders" notice on 9/15
I got a duplicate order confirmation dated 09/14/2006 / 14:45:42 at 3:56PM EDT on 9/18
I got a shipping confirmation dated 9/19/2006 3:37AM EDT, claiming it was shipped "ground".
I prefer my S3 to be whole, not pulverized.

UPS says the package status is "Billing Information Received" with "NEXT DAY AIR SAVER" service.

GIven that they uplifted folks who ordered 2-day to overnight, why not also uplift overnight to "real" next day ("guaranteed by 10:30am") or even "next day early am"?

Is TiVo refunding your shipping charges?

[tunnelengineer]

My duplicate order confirmation sure shows a full price shipping charge.

[dsm363]

Still no tracking info for 8PM 9/12 order. Problem is, there is no one we can e-mail or call who knows more information, right?

[PsiNormal]

Don't be so quick to assume the 2nd day air people got an upgrade. I got my shipping confirmation about 2:30 AM (roughly 12 hours after my second order confirmation). My TiVo hasn't even been picked up yet (supposed to be picked up today) and is still 2nd day air.

As a note, I still have the charge for shipping on my Amex.

[sommerfeld]

Is TiVo refunding your shipping charges?
A CSR said they would be refunding the shipping charges, but at various times CSR's also said my order would ship on 9/13, 9/14, 9/15, 9/16, and 9/18.

The second order confirmation included shipping charges of $43.54; there is a charge from Tivo for $43.54 dated 9/17 on my credit card; there is no sign of the $799 for the S3 itself yet.

[mwarner]

8:10AM eastern and no shipping notice for me either. In about 10 minutes, it will officially be 7 days since my order with overnight shipping. :)

Ordered at 8:20AM Eastern on 9/12. Order#3755xx.
Received order confirmation at 8:21AM Eastern on 9/12.
Received the delay email on 9/14.
Received 2nd order confirmation at 9:25PM on 9/17 with my shipping/bill to addressed swapped.

[cap]

8:10AM eastern and no shipping notice for me either. In about 10 minutes, it will officially be 7 days since my order with overnight shipping. :)

Ordered at 8:20AM Eastern on 9/12. Order#3755xx.
Received order confirmation at 8:21AM Eastern on 9/12.
Received the delay email on 9/14.
Received 2nd order confirmation at 9:25PM on 9/17 with my shipping/bill to addressed swapped.

Just about an hour and a half for me. One whole week ago we all ordered and still nothing. Just twisting in the wind.. twist....twist...

[cap]

Well it looks like my shipping cost $36.31 has posted to my credit card.
Not memo posted, but shows in my charges and balance.
No charge for the Tivo though.

You almost wonder how much worse things can get don't ya?
In a sick kind of way it's very interesting how the wheels have come off and the car is sliding down the street slamming into everything. Interesting.

[tunnelengineer]

Almost a full week for me too..........

Gotta love an order that still has no sign of arriving a full 7 days after you buy it to ship via next day air. Can't cancel the order, have no way of checking the order, awesome service Tivo.

Feeling very "VIP" right now.

[wdave]

Finally received my ORDER CONFIRMATION. First email since the delayed email on 9/14.

The shipping address is my billing address, not my previously provided shipping address (fine for me, actually, so Tivo don't go recalling my package to fix that!). Amount listed includes full shipping charge.

No phone call.
No tracking number.
I sure hope it shipped yesterday.

[nightstrm]

Woke up this morning expecting to see my Tivo's status as being "Out for Delivery"... unfortunately it hasn't changed from last night; it's still marked as arriving in Columbus, OH. So, I guess I'll hope that for whatever reason they simply forgot to scan it, but I have a feeling that it won't be showing up today.

Now I need to figure out if I keep my Cablecard install appointment that I made for tomorrow between 2:30-4:30. UPS usually delivers anytime between 1-4pm. :(

[cap]

I think we're actually starting the cycle over again.
Our orders were lost, have been manually reentered and now we have to wait 48 hours then they will be shipped.

I got my second order confirmation yesterday about 3pm central so my order should go out Wed night and I should get it Thursday.

So just pretend last week never existed.

[Ereth]

I got notification of it shipping today as well, complete with tracking number. UPS' site shows they've received notice of shipping but nothing further. Clearly it will be picked up today.

[Omnius]

About an hour after I posted my message last night a 2nd confirmation landed in my inbox. Phone # listed is 999-999-9999, so I guess I can safely assume I won't be getting a phone call either. They also screwed up the shipping address for me too. They didn't switch shipping and billing, they simply enter the billing address for both billing and shipping. That is just adding to the aggrevation. They obviously should have been able to get the order canceled on Friday when I called, or like has been previously stated, at least make a notation on the account and NOT re-enter it a full 3 days after I tried to cancel it.

[tube013]

Lets see.... I ordered around 10am on 9/12 (I have a 10:08 eastern "Thank you for your Tivo Store Purchase" email) Order Number... 3757XX I recieved the 9/14 email, and then recieved a second order confirmation yesterday around 4:30 eastern, the same time I was on the phone with tivo trying to find out if my box shipped (no information).

Have yet to recieve any tracking emails, or a call from tivo. All my billing and shipping info is identical, and both order "confirmation emails" have the exact same information (all correct).

I have a Tivo Store purchase transaction (cleared) on my credit card for $42.43 dated 9/17, and Pending (authorizations): 9/12 for $842.42, 9/12 for $42.43, and 9/16 for $42.43 (all charges not credits). The only changes since yesterday was the cleared transaction for $42.43.

This has to be the worst experience I have ever had buying something online. I didn't even realize it had been a full week until I saw this thread.

[tunnelengineer]

Tube, we are in the exact same situation, with our orders being within 10 if eachother. My shipping info is now the same as my billing info (that's ok with me at this point, I don't care).

I think TiVo hires all the people from eBay with lots of negative feedback.

[diamar]

My Tuesday order finally shipped: got the "conformation" at 2am Pacific with a mangled name, the wrong kind of shipping (says ground), and a couple of typos.

Like many others, I seem to have been charged only for shipping so far, not for the unit itself.

But, miracle of miracles, it does look like my TiVo will arrive today based on the UPS tracking info. Not sure how it shipped at 11pm from Dallas and made it to Seattle already, but I'm done complaining!!!

[cap]

Hmm, I'm a 3756XX order number so I must have ordered before you guys then.

[tunnelengineer]

That's how it goes, last ordered, first out the door. Most of us will be lucky to have it by next week at this pace.

I may go postal if I see a shipping email that says ground shipping.

BTW, my order number is in the first 10 orders over 3757XX. You probably aren't too many before me.

[derekcbart]

Still nothing for me yet.

The second confirmation email listed a shipping charge of $43.41, but $46.99 was actually charged to my credit card yesterday. No charge for unit. No shipping information email. No phone call. My original order on Tuesday the 12th was confirmed at 5:42 PDT.

TWC was supposed to come out to install cable today, but I have rescheduled to Friday. Now I am just hoping that I receive the S3 by then. All of the Best Buy, Circuit City, and Fry's Electronics stores are currently sold out of S3s so I cannot even buy one retail now.

Ugh.

BTW, my order number is 3771xx.

[gregbennett]

A 3757XX order checking in. Ordered 9/12 10:30 am EDT.
Received the sorry email 9/14 and a second order confirmation yesterday afternoon. Still no shipping confirmation or phone call. Credit card has just the $20 2 day shipping charge.

[jeremyz]

Ok - this is good. I called yesterday to get a tracking number - UPS status was "Billing Information Received" (on 9/14).

I get a call last night (as posted upthread) telling me that, since Tivo had misentered shipping information, they had to pull the package back because it was en-route to the wrong address with UPS. They said it was now on its way to the correct address.

So, today I call UPS to check out why my tracking number is still status: "Billing Information Received". UPS said it's because Tivo hasn't yet given them the package, and certainly didn't pull something out of the UPS system that was being routed to the wrong address.

So, I apparently got a call last night from Tivo just to screw with my head.

C'mon Tivo, just tell the truth. :(

[mlkeller]

Is anyone else having the problem where they received a shipping confirmation but the status on UPS's website is still "Billing Information Received"? I got the tracking number on Saturday and that's where mine is stuck. Called Tivo today and was told (without even checking the order number) that there was a problem and that they have _not_ shipped yet and they are still working on the problem... Hmmm...

[tunnelengineer]

haha. That's a good one. There is a long list of excuses that needs to be compiled.

[wdave]

I'm another 3757xx order. Are we the luckiest 20 of the lucky 200? We just hours ago got our second order confirmation. The pattern seems to be that units are shipping 1-2 business days after your most recent order confirmation. I'm expecting my order to ship today or tomorrow.

The most frustrating part of this is that calling Tivo doesn't help at all. They have no order information. There's no mechnism to get the problem escalated to someone who can just take my order information again and get a unit shipped THAT DAY. I should be able to talk to someone at Tivo that tells me, "Sorry sir, we messed up. Here, let me take your order information again, and we'll get a unit out today to arrive tomorrow. Where would you like it sent?" That should have happened long before now.

[Bighouse]

Pony,

Thank you for the update. The information you stated doesn't really make me feel much like VIP. I ordered my S3 on Tuesday, 9/12/06. I supplied ALL the correct shipping and billing information. There was no error on my part whatsoever in the manner I completed my purchase. I waited like everyone else. I was told that, via email, my S3 was sent out on Friday. That was also echoed by you and by the second confirmation email I received.

Well, just this morning I received my shipping confirmation order and, to my utter bewilderment, it seems my order was JUST shipped today!!!! That's SEVEN WHOLE DAYS after I placed my order! I was told it went out on Friday of last week. I stayed home from work yesterday expecting it to arrive. It didn't. Will TIVO pay my wages for the day for missing work so that I could accept delivery of the unit???

I've NEVER purchased directly from TIVO before and I won't again. I feel TIVO owes it's VIP customers more than just a refund of shipping- that's not an apology enough. I really expected VIP treatment. Instead I feel TIVO just stepped all over myself and others in the same boat.

I have a hunch that, based on the number of people here who ordered via the VIP website on Tuesday, that the number is probably much higher than 200.

Furthermore, in the shipping confirmation email, it says this:

Great news ! Your TiVo® Store order was shipped on 09/19/2006. Depending on your choice of shipping methods, it may take four to six days for your order to
arrive.


Shipped Date: 09/19/2006
Ship Method: U5 / UPS-Ground

UPS-GROUND!?!?!?!?

Sounds like, if your "shipping confirmation" email can be trusted (at this point I don't really trust ANY emails from TIVO!) then my unit is slowly crossing the USA by wheels.

Extrememly disappointed,

Robert

[VoodooNYC]

I ordered on Tuesday around 2pm and got tracking confirmation at around 5am this morning. S3 was shipped yesterday and will be delivered here in NYC today. I ordered 1 day delivery. I'm glad I didn't order a second S3 from Circuit City like I almost did yesterday.
Looks like all the aggrevation is almost over, for me at least.

[Flop]

Edit: Note to self... read thread before posting. Seems my situation wasn't that unique..

--

Thanks for the update. However my order has some other issues...

I placed the order on 9/13, and the receipt shows the correct billing/shipping information in VA.

I received a confirmation on 9/14 and didn't pay too much attention to it, but when I looked today it has the billing/shipping information from my previous address in CA... a slight difference of 2500 miles or so :eek:

I have never received a 2nd confirmation or tracking e-mail.

I phoned TiVo today and the rep read off the shipped to address. It was all correct except for the city was the old city name. Thankfully, the ZIP was correct and he provided a tracking number. I called UPS and they say as long as the ZIP and address are correct there should be no problem.

It is schedlued for delivery tomorrow at any rate. /crossFingers

[TexasAg]

What gets me is that they seem to be working backwards. I'm a 375xxx order. I have only received the original confirmation, the delayed message, and the second order confirmation (showing my order date as 9/14). I have not received any shipping confirmation or phone call. But I've seem other folks with 376xxx orders saying they've been called, etc.

I'd ask what's up with that, but Tivo would honestly have no answer, I'm sure. And even if they did, I wouldn't necessarily believe it (having been assured yesterday morning that my order shipped on Friday).

[Geeksterman]

Still absolutely nothing for me. Ordered on the 12th, no email beyond the original confirmation and the 2nd "order confirmation" on Sunday, no tracking number, no charges of any kind to my CC, no phone call, nothing. Order #3771**

What's going on? Am I even going to get my S3 now? :confused: :confused: :mad:

[zordude]

Still no shipping email for me. Order #3756XX.

I'd love to see some kind of notification. With 1 day shipping (originally paid for) I really thought Tuesday of this week was my drop dead date for arrival. Even considering the issues.

Not looking good for that right now.

Z

[mdscott]

Ordered Saturday with next ay shipping. Order confirmed. No shipping notification received but S3 arrived this morning.

Michael -- Aarrgh ;)

[grew]

I placed my order at noon on tuesday Sept 12th (order #376***). Just got my shipping confirmation today Sept 19th. I have already been conveniently charged 12.95 when i purchased the box and what do you know. I am also charged 12.95 for my monthly subscription fee. So i have double paid for my first months service. Also guess where it is shipping.

Tracking Number: XXX-XXX-XXX-XXX
Type: Package
Status: Billing Information Received
Shipped to: SANTA MONICA, IL, US
Shipped or Billed on: 09/18/2006
Service Type: 2ND DAY AIR
Weight: 17.00 Lbs



Yes Folks, Santa Monica IL. Can someone please inform me where santa monica IL is? I'd like to be there to pick up my package.

Keep in mind i already talked to a TIVO rep on saturday who assured me that it would be shipped to the proper address in CHICAGO IL. I wonder if UPS is even going to accept this as a valid address. Probably not as it has already been sitting for 24 hours in the "Billing information received" Status.

[baked]

9 hours later I'm still in 'Billing Information Received' limbo. I pray to the God of Brown that this thing shows up by Friday. And I'll sacrifice an old peanut remote if it gets here by Thursday.

Still no phone call, even though I appear to be one of the Special Lucky 200 who had their billing/shipping information reentered correctly.

[as6o]

Arrived at my office this morning. Looks like it has three shipping labels on it (on top of each other.) The lowest big label is completely coverd. The top most big label is a UPS 2nd day air label. Then, on top of that, is a smaller label that covers up a section of the big label. It only has a bar-code, a square dot-code (don't know what those are called), my address, and a date which is 9/19/2006 05:49. It almost looks like they maybe upgraded the shipping service in mid-ship.

Original order was submitted on the 12th in the morning with 2-day shipping. Order #3758xx.

I got original order email, the "We're behind" email and the 2nd order email. Never received a phone call or a shipping email.

Sucks because the Comcast installer (new install) was at my house this morning but left because he didn't want to do the install without the cablecard device present and he didn't want to leave the cards with me (supposidly they'd rather complete the whole job at once time instead of in-part.) So I won't have cable service until next Monday (he was curious about the S3 though and hoped he was called out to do the Monday install so that he could see it.)

-Aaron

[TexasAg]

Arrived at my office this morning. Looks like it has three shipping labels on it (on top of each other.) The lowest big label is completely coverd. The top most big label is a UPS 2nd day air label. Then, on top of that, is a smaller label that covers up a section of the big label. It only has a bar-code, a square dot-code (don't know what those are called), my address, and a date which is 9/19/2006 05:49. It almost looks like they maybe upgraded the shipping service in mid-ship.

Original order was submitted on the 12th in the morning with 2-day shipping. Order #3758xx.

I got original order email, the "We're behind" email and the 2nd order email. Never received a phone call or a shipping email.

Sucks because the Comcast installer (new install) was at my house this morning but left because he didn't want to do the install without the cablecard device present and he didn't want to leave the cards with me (supposidly they'd rather complete the whole job at once time instead of in-part.) So I won't have cable service until next Monday (he was curious about the S3 though and hoped he was called out to do the Monday install so that he could see it.)

-Aaron

Here's hoping mine is on the way then, too. My order was 3758xx, and everything else is exactly the same.

[nyjklein]

Place my order at 10:51 AM ET on Tuesday September 12 with one day shipping. When the fiasco became apparent, I went and bought a box from a Best Buy on Friday.

Got a NEW order confirmation yesterday afternoon (order 3758xx) at 3:45 PM ET (it's fun being among the supposed "lucky" 200). But incredibly, STILL HAVE NOT RECEIVED ANY SHIPPING NOTIFCATION.

To top it off, I've been trying to cancel this order since Friday morning to avoid the hassle of returning it and save TiVo the two way shupping costs. But all I keep hearing is they can't do it.

Incredible!

[jrog]

Ordered Saturday with next ay shipping. Order confirmed. No shipping notification received but S3 arrived this morning.

Michael -- Aarrgh ;)

I ordered mine Friday at 10AM with 1 day shipping, last night at 10:45pm got a confirmation email for the order, and so far no shipping email. What bothers me is that they swapped my shipping information from my work to my home. Should I head home and at least leave a note for the UPS guy? any clues if I'm gonna get it today?

-jrog

[beerkensp]

I ordered mine on the 12th. I was told today that people who ordered it on the 12th are starting to receive boxes.

They were not sure what the status of my order was but they advised me to phone back if I had not received it on Thursday.

They were hoping to get it to me this week.

[tivoknucklehead]

I ordered mine Friday at 10AM with 1 day shipping, last night at 10:45pm got a confirmation email for the order, and so far no shipping email. What bothers me is that they swapped my shipping information from my work to my home. Should I head home and at least leave a note for the UPS guy? any clues if I'm gonna get it today?

-jrog


see my thread here, they shipped mine to wrong address

http://www.tivocommunity.com/tivo-vb/showthread.php?t=317503

[retired]

It is beyond comprehension that any company can treat its "best" customers so badly and not be jumping through hoops to placate them. I ordered at 10:11 am on the 12th - 3757xx - received the e-mail of the 14th and a second confirmation e-mail at 3:56 pm yesterday (the 18th) stating that I ordered on 9/14 at 14:50. To date, no phone call, no shipping confirmation, can't cancel order but my credit card has been charged for shipping.

What a way to run a railroad. (Maybe thats what they think they are running)

[grew]

52 minutes and 54 seconds on the phone with tivo - got ahold of someone at minute 20 and explained my problem. She says "oh boy this is all messed up. Can i put you on hold for a minute?" "Sure" Says I. 30 Minutes later..................

Edit

Finally got through. Apparantly the CSR just transferred me to someone else so i had to repeat the procedure all over again. I told them i want to cancel the order, what do you know..... i'm back on hold.

Edit

Just spoke to a really nice and friendly rep that told me to refuse shipment, but how can i refuse shipment when it isn't even shipping to my address? So i'm now back on hold waiting to speak to a manager

Edit

Spoke to manager's secretary? Who said they can't cancel the order!!! I mean WTF is going on here. Now i'm back on hold waiting for a manager........ (Total Time on Phone 1 hour 21 Minutes)

Edit

Now they are telling me I HAVE TO DEAL WITH UPS. So I get ahold of UPS (which took less than 3 minutes btw) Who says they can't do anything and i should call TIVO back. SO I am calling them back.

[tube013]

UGH!!! I just called customer service.. After having a nice CSR tell me he was transfering me to someone who could help me... I get asked the same questions about my phone number (which doesn't even bring up the order). Then the guy hangs up on me after I tell him he spoke to fast and I needed him to repeat it.

I call back and they tell me all my order says is "It has not shipped yet" and that they can't tell me any more than that. I told them I ordered this a week ago.... I can't take this any more.. I can't cancel it, and yet Tivo has over $1000 of my credit tied up.

I'm going to file a complaint with my State's Attorney Generals office. This is unacceptable.

At the least I want to be able to call and find out if it has been shipped, if not, when it will ship, and if none of those apply, I should be able to cancel the order.

[MichaelK]

ah screw tivo.

I purchased about 1pm on tuesday. order 3762xx

got the email thursday about going out friday.

Called saturday for update was told everything wwnet out thursday, friday , or will go out monday.

THen my credit card got charged saturday for overnight shipping (as I originally ordered).

I call yesterday morning get bounced and all kinds of hold t ime to get no info- sorry they have nothign to tell me.

Then I getan email around 4 yesterday with the new order placed teh 14th. So I call and ask what the hell is going on- the CSR tells me they are on back order for a couple weeks and I'm screwed. I aske why did they charge me forhipping and he cant answer. I ask for his supervisor. I speak to Nick who tells me all the orderd did in fact go out Firday or Saturday- (it's now about 6 pm since I've been on the phone so long) - and I ask if that's true how come I dont have a box with overnoight shipping. He is unsure but assures me it's all square. He looks up my credit card and puts me on hold to search. While on hold again I punch up best buy anc circuit city- I see there's a box in a best buy an hour away and not knowing what the hell Nick is going to tell me , I decide to pull the trigger before anyone else scoffs up the lone box within 2 hours of my house. What do you know I get the confirmation from BEst Buy and Nick tells me he sees the shippping charge for saturday so it must have been shipped then.

SO Now I expect my order from tivo the next day (today) and I already bought a box an hour away. SO I drive to the best buy and pick it up. I figure TIvo is about $70 cheaper without tax (and if they ever figure out how to credit me the shipping) so I'll sit on the best buy box as insurance and will return it to the local best buy as soon as my tivo order shows up. I can save a buck and help tivo out- give them the profit and save them shipping back and inventory handling.

I call just now and speak to a new kid who actually tells me that the order went out saturday But they send them 2 day even though they charge me for overnight.

SO I log in here to see what the hell is going on and see this thread. I have not gotten a call, or an email with tracking info, and it's clear no one at custoemr service has a friggin clue what is going on. THey should be instructed to put us on hold and call someone who knows the facts to clear up the mess.

So I'm totally disgusted and going to open the best buy box and play with my new toy right now.

If the box ever shows up, I'll try to reject it. If not tivo will get a call for an rma and have to pay to get it back and hopefully will credit my card correctly so I dotn have to dispute any chanrges and make their lives more difficult.

SOMEONE SHOULD JUST TELL THE CSR'S what the truth is and then get on the ball and call the 200 people.

Judging by my order number and some of the other numbers posted- I'm not so sure it's only 200....

[etsolow]

I received my shipment notification in the wee hours this morning. UPS reports the unit is currently on the truck, out for delivery. The end is in sight, for me at least.

[MichaelK]

went back and read my second order confirmation- they added my county name in between street address and city, state, zip

who knows what the hell that does.

ANd for phone number they have my fax number????

[redtape]

Unless they called my home, I have received no call. When I talked to a CSR earlier today, due to the shipping info on the second confirmation being wrong (it was the address associated to my current account, which was not even provided when I ordered, as I want it shipped to my credit card billing address), I was told that it had not been shipped at that time. I checked my credit card and the only thing that had been billed (on 9/17) was the 2 day shipping charge. I ordered 9/13 at 08:29 (by the first confirmation) and my order number is 3778XX. Read into that what you will.
But as I have said before, I'll live ;).

[sjcbulldog]

Well, given the horror stories with shipping that I keep reading about here, I thought in fairness to Tivo I would share my experience. I did not order my Series 3 box until Thursday. My box shipped on Friday, I received an email with the tracking number over the weekend, and my box arrived on Monday. Overall I am very satisfied with Tivo's performance on this order. It is clear from reading the posts here that Tivo was not really ready to open order entry on Tuesday, but by Thursday they seemed to have their act together. I hope (and expect) Tivo will learn from this experience and the Series 4 will be a better experience (whenever it happens).

Just my $0.02 worth
Sjcbulldog

[etsolow]

I did not order my Series 3 box until Thursday. My box shipped on Friday, I received an email with the tracking number over the weekend, and my box arrived on Monday.
Boy an experience like that would have saved me some pain... I'm waiting until I have the box IN MY HANDS before I schedule my 3rd attempt at a CC install.

[amjustice]

Here's hoping mine is on the way then, too. My order was 3758xx, and everything else is exactly the same.
Mine was in the 3758xx's too, did either of you get a shipping notification?

[mwarner]

Well, UPS just came by the office 5 minutes ago and still no TiVo. Same UPS guy delivers to my home and he checked the truck. No email confirmation of shipping, although the TiVo does showup on my account at TiVo.com.

Come on folks...

[TexasAg]

Mine was in the 3758xx's too, did either of you get a shipping notification?

Nope, just the two order confirmations with different order dates. No phone call, no shipping confirmation, nothing else (other than assurances that my order had been shipped and that I would be called, neither of which appears to be true).

[zordude]

I still have no shipping confirmation, but I called customer support and they were able to "see" my tracking number in one of their screens and give it to me. Supposedly arriving today.

Z

[tube013]

I don't know what to do.. I have comcast scheduled to come out Thursday.. I have no idea if I will have a box or not, and apparently niether does tivo.

[amjustice]

Nope, just the two order confirmations with different order dates. No phone call, no shipping confirmation, nothing else (other than assurances that my order had been shipped and that I would be called, neither of which appears to be true).
PM me if you get yours, also did you do 2 day shipping or what did you do?

[Troy J B]

I don't know what to do.. I have comcast scheduled to come out Thursday.. I have no idea if I will have a box or not, and apparently niether does tivo.


I have comcast scheduled for Thu too, hoping the box arrives today or tomorrow...

Still waiting on the shipping confirmation and/or a phone call.

[TexasAg]

PM me if you get yours, also did you do 2 day shipping or what did you do?

2-day shipping.

[pntsoptional]

So I got another order confirmation on Sunday, but after reading TivoPony’s post I figured ‘no big deal… they just needed to reprocess the order.” Well today I look at the second confirmation again and I realize that they reversed the shipping and billing addresses and the shipping address is wrong!

I’m really starting to hate these people.

[Ames]

Well, given the horror stories with shipping that I keep reading about here, I thought in fairness to Tivo I would share my experience. I did not order my Series 3 box until Thursday. My box shipped on Friday, I received an email with the tracking number over the weekend, and my box arrived on Monday. Overall I am very satisfied with Tivo's performance on this order. It is clear from reading the posts here that Tivo was not really ready to open order entry on Tuesday, but by Thursday they seemed to have their act together. I hope (and expect) Tivo will learn from this experience and the Series 4 will be a better experience (whenever it happens).

Just my $0.02 worth
Sjcbulldog
No offense to you, but that's just wrong. So basically we'd have been better off to wait a couple of days to order.

[RCflier]

I’m really starting to hate these people.

You can say that again. TiVo really needs to step up and take care of their "VIP's", free shipping, woohoo :rolleyes: ... It's been a week now.

[bap]

OK, so I'm one of the "200" who got a second e-mail order confirmation about 5 days after the original one. I still haven't gotten any phone call or e-mail to let me know if its shipped yet or not. Is it worth calling TiVo to try to get shipping details out of them?

[jmkirk]

My order # is 3756XX, ordered on the 12th at 9:30 EST, got the oops shipping by 9/15 email and a new invoice y-day.

Just called today for the first time. The CSR was nice but had no additional info to provide. No shipping info, no update, nada.

Kudos to those of you who have gotten tracking #'s, waited a few days, or went B&M.

I do not need a lengthy apology, a rebate, free service, etc - I just want to know when to expect the box. I have rescheduled Cablevision 3 times so far.

Anyone have an lower order number who has received tracking?

It does appear they are working the list in reverse.

[tunnelengineer]

I wouldn't waste your time. They don't tell you anything. If they do it's probably a lie.

The tell you real meaningful things like "I see your order but can't tell you when it shipped, to what address, or by what method. Call back if you don't receive it by the end of the week."

[jgubman]

Is anyone else having the problem where they received a shipping confirmation but the status on UPS's website is still "Billing Information Received"? I got the tracking number on Saturday and that's where mine is stuck. Called Tivo today and was told (without even checking the order number) that there was a problem and that they have _not_ shipped yet and they are still working on the problem... Hmmm...


Yes, same situation. Ordered on the 12th about 5pm PST. Finally called yesterday and they gave me a tracking number. Punch in the tracking number and the status is "billing information received" as of the 14th and nothing else...

Oh, and they're sending it to my billing address, not my shipping address...

WTF???

[VoodooNYC]

My order number is 37666XX and I got my second invoice on Sunday and shipping confirmation late last night with S3 on the truck for delivery right now. Following the logic that they are processing in reverse, I would say you should have tracking number late tonight with delivery tomorrow if you got 1 day air.

[dianebrat]

add me to the collection...

ordered 09/12/2006 11:53AM EDT
Got the "thank you for your purchase" email 7 hours later
I have order #3759xx

Never got the "excessive order" email
Never got any other emails or contact.

Did however get charged $29.51 for shipping on 09/16

*CRAP* just got off the phone with customer service, I knew I should have verified the shipping address, it's going to my home, not business, and will get left on the stoop and stolen... *CRAP*

Another 45 minute call to customer service to get it fixed

It gets better, right address, wrong zip code entered so it's going to a non-existant address and will get held at UPS until I can call them and get it fixed.

Apparently there's another issue that there's a conflict as to if it's in transit or not..

Diane

[TiVoPony]

Calls to customers are continuing today, we couldn't get them all done last night. Just fyi.

Thanks,
Pony

[baked]

Calls to customers are continuing today, we couldn't get them all done last night. Just fyi.

Thanks,
Pony


Thanks again for these updates Pony - any idea how long the 'Billing Information Received' UPS limbo will last?

[samual.icky]

I believe I'm also one of those lucky 200 people... since I received a second confirmation email and both confirmation emails have different order timestamps... I received a shipping notice last night but it seems my unit is still sitting on the shipping docs :( you know the UPS "Billing Information Received" status.

Hopeful I might see it tomorrow...

[IdecideTV]

What a mess! Tivo shipped without apt number ( after all the frustration, finally the shipment notification) though I ordered one from CC and which will be delivered any minute now I was thinking of accepting Tivo shipment and return CC one. When I tracked the package it says "Missing apt number and UPS is trying to get the information". I called them and gave my apt number (I gave the right info when Ordered, but Tivo missed to include in the shipping). Also told them if they can deliver before 3:30 PM I could accept or else I have refuse the package.

I am totally pissed off!

[sanfran_michael]

Just got the phone call from TiVo -- confirming I am one of the Lucky 200

I just got the apology call from TiVo. It was very kind of them to call, but, for those of you who haven't received the call yet, the individual(s) making the call have very little information.

I was told that there was a delay, and that my package has been sent but to my billing address and not my shipping address. I asked if I could receive tracking information or an estimate date of arrival or even an estimate as to when it shipped. The guy who called me had none of this information. He said, "I am just given the list of folks to call and the script. I have no other information. If you want the tracking information, customer service has it."

They didn't have it yesterday; maybe they do today. If I know when it's coming, I can easily work from home that day to receive the package. But since I haven't received a single email since the initial order confirmation when the order is placed, and no one can provide me with tracking information, I can't tell when the package will show up.

[sanfran_michael]

Just got the phone call from TiVo -- confirming I am one of the Lucky 200

I just got the apology call from TiVo. It was very kind of them to call, but, for those of you who haven't received the call yet, the individual(s) making the call have very little information.

I was told that there was a delay, and that my package has been sent but to my billing address and not my shipping address. I asked if I could receive tracking information or an estimate date of arrival or even an estimate as to when it shipped. The guy who called me had none of this information. He said, "I am just given the list of folks to call and the script. I have no other information. If you want the tracking information, customer service has it."

They didn't have it yesterday; maybe they do today. If I know when it's coming, I can easily work from home that day to receive the package. But since I haven't received a single email since the initial order confirmation when the order is placed, and no one can provide me with tracking information, I can't tell when the package will show up.

[sanfran_michael]

Just got the phone call from TiVo -- confirming I am one of the Lucky 200

I just got the apology call from TiVo. It was very kind of them to call, but, for those of you who haven't received the call yet, the individual(s) making the call have very little information.

I was told that there was a delay, and that my package has been sent but to my billing address and not my shipping address. I asked if I could receive tracking information or an estimate date of arrival or even an estimate as to when it shipped. The guy who called me had none of this information. He said, "I am just given the list of folks to call and the script. I have no other information. If you want the tracking information, customer service has it."

They didn't have it yesterday; maybe they do today. If I know when it's coming, I can easily work from home that day to receive the package. But since I haven't received a single email since the initial order confirmation when the order is placed, and no one can provide me with tracking information, I can't tell when the package will show up.

[Hellrot]

No "feel good" phone call...
No promised return call from the CSR supervisor...
No shipment notification email...
No S3 delivery...

7 days since my order was placed (and counting)...

At least I have free "over night" shipping to look forward to!

[tunnelengineer]

Your S3 and mine must be out all night partying up a storm as I haven't seen my next day order either. They must be out drunk while all these ground shipping tivo's are walking right past them in the warehouse.

No delivery, no shipping info. 7 days later.

[sommerfeld]

any idea how long the 'Billing Information Received' UPS limbo will last?
Your shipment enters limbo when the sender transmits address information and package vital stats (weight, dimensions, etc.) to UPS and UPS provides a label for the box.

Your shipment leaves limbo when the shipper picks up the box from the sender.

My shipment has been in limbo since approximately midnight last night. I'm guessing/hoping that it was completed after the last UPS pickup of the day and is thus waiting in the loading dock for the arrival of a brown truck.

If it's still MIA tomorrow, I'll give them (another) call.

[Turtleboy]

Calls to customers are continuing today, we couldn't get them all done last night. Just fyi.

Thanks,
Pony

Arrrgh, Matey. Did ya forget that today is Talk like a pirate day, ya scurvyed dog? :)

[jeremyz]

Calls to customers are continuing today, we couldn't get them all done last night. Just fyi.

Thanks,
PonyConsidering the information I got during my call last night was wildly incorrect, y'all aren't missing much. :(

[Motaki]

So here's my Tivo . com experience (exactly like everybody else)...

- Ordered S3 on Tuesday @ 11am PDT with next day delivery
- Received Confirmation email immediately
- Received "Excessive Order" email on Thursday
- Received second Confirmation email on Saturday with incorrect billing/shipping addresses and a fake customer care number
- Called Tivo on Monday and spoke to an uninformed CSR (not his fault) who had no idea what was going on
- JUST received a call over 7 days later apologizing for the delay with zero information about when I would actually receive it

So after talking to the clueless CSR yesterday (again, I'm not blaming him), I made an order through CircuitCity . com since I have a ComCast appointment on Thursday. Here's my experience....

- Ordered S3 on Monday @ 4pm PDT with next day delivery
- Received tracking information today (Tuesday) at 8am that it would be here tomorrow and when I checked, I found that it was already in FedEx's system

Hmmm... who will I shop with again?

[tunnelengineer]

haha. Classic.

[angel35]

Unfortunately I don't know the details of each order, I'm just a product marketing guy...they don't let me into the customer database.

But, as I mentioned, each person who had an error in their order will be receiving a phone call from one of our support folk, explaining what they should expect. They're just starting that process now, so don't fret if you haven't heard the phone ring yet.

And sorry again for the confusion.

Pony Still waiting for call or tracking # or what ever :confused:

I just got tracking info. IT says billing info has been sent to ups. Check site later for updates and shipment status :up:

[Bighouse]

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).



My shipping confirmation says "2ND DAY"...not overnight. So someone's giving you bad info, again.

[nerd]

VIP order on 9/14 followed by silence for 4 days..........

Received confirmation on 9/18 stating the order date was 9/18, shipping address changed from secure office address to home address (doorstep) and my phone number is missing.

Called TiVo on 9/19. Order has not shipped, have no idea when it will ship, and address cannot be changed back to my office. Now getting very grumpy!

[Ames]

I just got a call. Tivo left a message. "Your order has been delayed. If you have any questions please call... yada yada".

No mention of when it might ship. I'm going to try to call and cancel again.

[tunnelengineer]

my cc now has 2 temp authorizations from tivo for $1 each. This is wierd. Anyone see anything similar?

[kerz]

Sigh, I'm in the same boat. Order # : 3761**, Date of Purchase: 9/12/2006 1:32:00 PM. Two order confirmation emails, second one with transposed billing and shipping info, no shipping info yet, no phone call, no CC charge, no nothing. AND, I chose ground shipping as I figured I could wait until today or tomorrow for it to arrive. Now I have friends who DON'T want a S3 who saw them on sale at Frys and passed, yet I'm still waiting! Now fall tv is starting, and I'm stuck relying on a Comcast box for my HD recordings. Fantastic.

[bap]

my cc now has 2 temp authorizations from tivo for $1 each. This is wierd. Anyone see anything similar?Nope. So far mine only has the shipping charge on it (charged yesterday).

[cap]

Nope. So far mine only has the shipping charge on it (charged yesterday).
same here, just the next day shipping charge.

[diamar]

A friend of mine just called about the shipping address problem, and the CSR said that the confirmation emails have been pulling shipping information from your TiVo account record, even though they have been shipped to the correct ship-to address (at least in his case).

Can this get any more screwed up?

[Agent86]

Calls to customers are continuing today, we couldn't get them all done last night. Just fyi.
This isn't directed at Pony - I've actually met him at the 2002 CES and he's a genuinely good guy - but at TiVo in general. As of right now - this very second - I've absolutely HAD it with this mess. My last nerve is officially shot.

I placed my order on 3:30pm on Tuesday, September 12th. TiVo Order #376310.
My brother - in the same house - ordered a unit over a day later with GROUND shipping and it will arrive before my first day order with 2-day shipping. Does that seem wrong to anyone else, or is it just me?

It has now been a full seven days since my order, and lets look at where I personally stand.

1) TiVo said the unit would ship on Thursday. That was a lie.
2) TiVo said all ordered units would ship Friday. That too was a lie.
3) TiVo said the 200 effected people would be contacted and their units shipped overnight yesterday. I have no unit or phone call today, so that was a third lie.
4) You've made me re-schedule my CableCard installation 3 times. This is quite frustrating in and of itself.
5) TiVo said you had to purchase from VIP at full MSRP to transfer lifetime, forgoing any retail coupons or other discounts you might be able to obtain. They reneged on this later, costing me $80 in coupons I had.
6) TiVo said it would refund shipping charges. Well I now have a CHARGE (not a credit) for $29.51 on my credit card. So that too appears to be a lie, if not stealing.

As I'm writing this, I just got my shipping confirmation. You shipped the box today, and you did so at 2nd day. So much for the automatic overnight upgrade - that's another lie on the pile.

It has now been 7 full days and 5 full business days and I have no unit. I have been told I was a "VIP", but treated like a mere peon. I have been lied to 5 times, and now stolen from. I have reached out for help to the TiVo support channels on 6 of the 7 days, and have been given no assistance or useful information. No one has ever even attempted to contact me.

I have tried to be patient, calm, understanding and respectful. I think my previous posts on this subject reflect that. What I got in return for my efforts has been a lot of broken promises, wasted time, a headache, and now a financial mess to clean up. The new charge on my card is really the last straw - I really don't know how much more you expect me to take and still be all happy-go-lucky.

You say I'm really a VIP? You say you're really sorry? You say you want to make me feel better and make it up to me? Well ok - I'll give you another chance - here's what you do.

1) I had originally written here that you should have shipped it same day delivery if possible, and barring that overnight including Saturday Delivery if need be. But since I've started writing this you've sent me my shipping confirmation and already managed to screw that up. Way to go.

2) Fix the improper charges on my credit card. Don't make me go through the effort of calling and fighting with TiVo and/or Visa. You made the mess, you clean it up.

2) Transfer my lifetime service for free. Between this whole debacle, and the $80 you cost me in coupons by later reneging on requiring the VIP purchase, I think that's only fair.

When I call CSRs I will continue to be polite and non-threatening. Its not their fault, and I'm not going to take it out on them. But when it comes to addressing the "TiVo Store" - or TiVo in general at this point - as an entity, I'm through being nice about this. I've just had it.

[bap]

A friend of mine just called about the shipping address problem, and the CSR said that the confirmation emails have been pulling shipping information from your TiVo account record, even though they have been shipped to the correct ship-to address (at least in his case).?

That's BS. I finally called TiVo to see if they could give me the tracking number for my order. They were able to pull it up instantly, and it was shipped to my billing address. They said I'd have to go through UPS to get it changed to ship to the correct shipping address.

[beerkensp]

Mine just arrived at my billing address. Someone was home to accept it so everything is good. Looking forward to playing with it tonight.

I did ring RCN to schedule my cable card installation. They were great. By trading my digital box for 2 cablecards I am actually going to lower my monthly bill. Unfortunatly I need to wait till Oct 5 to get the cards.

[Sepia]

This isn't directed at Pony - I've actually met him at the 2002 CES and he's a genuinely good guy - but at TiVo in general. As of right now - this very second - I've absolutely HAD it with this mess. My last nerve is officially shot.

I placed my order on 3:30pm on Tuesday, September 12th. TiVo Order #376310.
My brother - in the same house - ordered a unit over a day later with GROUND shipping and it will arrive before my first day order with 2-day shipping. Does that seem wrong to anyone else, or is it just me?

It has now been a full seven days since my order, and lets look at where I personally stand.

1) TiVo said the unit would ship on Thursday. That was a lie.
2) TiVo said all ordered units would ship Friday. That too was a lie.
3) TiVo said the 200 effected people would be contacted and their units shipped overnight yesterday. I have no unit or phone call today, so that was a third lie.
4) You've made me re-schedule my CableCard installation 3 times. This is quite frustrating in and of itself.
5) TiVo said you had to purchase from VIP at full MSRP to transfer lifetime, forgoing any retail coupons or other discounts you might be able to obtain. They reneged on this later, costing me $80 in coupons I had.
6) TiVo said it would refund shipping charges. Well I now have a CHARGE (not a credit) for $29.51 on my credit card. So that too appears to be a lie, if not stealing.

As I'm writing this, I just got my shipping confirmation. You shipped the box today, and you did so at 2nd day. So much for the automatic overnight upgrade - that's another lie on the pile.

It has now been 7 full days and 5 full business days and I have no unit. I have been told I was a "VIP", but treated like a mere peon. I have been lied to 5 times, and now stolen from. I have reached out for help to the TiVo support channels on 6 of the 7 days, and have been given no assistance or useful information. No one has ever even attempted to contact me.

I have tried to be patient, calm, understanding and respectful. I think my previous posts on this subject reflect that. What I got in return for my efforts has been a lot of broken promises, wasted time, a headache, and now a financial mess to clean up. The new charge on my card is really the last straw - I really don't know how much more you expect me to take and still be all happy-go-lucky.

You say I'm really a VIP? You say you're really sorry? You say you want to make me feel better and make it up to me? Well ok - I'll give you another chance - here's what you do.

1) I had originally written here that you should have shipped it same day delivery if possible, and barring that overnight including Saturday Delivery if need be. But since I've started writing this you've sent me my shipping confirmation and already managed to screw that up. Way to go.

2) Fix the improper charges on my credit card. Don't make me go through the effort of calling and fighting with TiVo and/or Visa. You made the mess, you clean it up.

2) Transfer my lifetime service for free. Between this whole debacle, and the $80 you cost me in coupons by later reneging on requiring the VIP purchase, I think that's only fair.

When I call CSRs I will continue to be polite and non-threatening. Its not their fault, and I'm not going to take it out on them. But when it comes to addressing the "TiVo Store" - or TiVo in general at this point - as an entity, I'm through being nice about this. I've just had it.

Reading your post, I was nodding my head from start to finish. Your case is *exactly* the same as mine. The only difference is the order#: 376523, and the fact that I STILL HAVE NOT RECEIVED SHIPPING CONFIRMATION. :down: :down: :down: :down: :down: :down:

[retired]

Ditto - order # 375740

[TexasAg]

Just got off the phone with a supervisor in the sales department. Actually, I had to call sales, then support, then sales, then support, then sales. Each kept saying talk to the other.

Anyway, the supervisor claims that Tivo has caught up today and that all of the shipments for the 9/12 orders should go out today (yeah, right). He also said all orders had been upgraded to overnight. This comes after the CSR says that there is no tracking info for me in the system, so it means my order hasn't shipped yet. And we've seen that despite saying so, Tivo is not upgrading everyone to overnight shipping.

I still have not received my phone call or an email shipping notification. People are calling and getting their tracking numbers easily, which means my order is probably still sitting there. And I can't cancel because they can't do that. This has been the worst on-line buying experience I've ever had, and I've made tons of purchases on-line.

On a personal note, I wanted to smack the %$# out of the supervisor when he said that I could refuse delivery and buy one at retail if I "needed instant gratification" and didn't "have the patience" to let them work everything out.

While I like Tivo service, I'll never buy through Tivo again, and I certainly won't listen to any "You're a very important customer" garbage.

The amazing thing is I would have been understanding if Tivo had TOLD THE TRUTH and simply let me know when my order would be shipping. But the constant "trust us this time when we say ________" got real tiring real fast.

[tunnelengineer]

People have lost their jobs for far less of a problem than this one.

Tivo needs to acknowledge that this is a serious issue and make good with all of us first day/overnight shipping orders that still haven't gone out. Like Agent posted above and like I emailed the president of the company - We have been lied to every step of the way, don't have the box we should have received 6 days ago, and are paying at least $80 more than we would have from a retail store. Free shipping isn't a help as I wouldn't pay shipping at best buy or CC.

[redtape]

Hmmm.... Just got Tracking info. They show ground shipping, but UPS shows 2nd day. Oh, well, guess I have to suck that up. The problem is, they are shipping to my Laurel address but have the city as Glen Burnie. I somehow don't think it will be properly delivered that way.
Well, on the phone to see if it can be fixed. Sigh again....

[Bighouse]

2) Transfer my lifetime service for free. Between this whole debacle, and the $80 you cost me in coupons by later reneging on requiring the VIP purchase, I think that's only fair.

I feel your pain, trust me...only you've had it worse than I have...at least I have my shipping confirmation now.

I think that if TIVO really felt we were VIP, they would treat us as such and bend over backward until it causes THEM some pain. I see now that what they did was just flatter us with meaningless terms and squeeze our dollars from us...and leave us totally in the dark and not care enough to fix the fiasco when they should have. In the business world, a week of delays when clients are screaming about lack of communication and care is just unbelievable.

Waiving the $199 lifetime transfer fee for those "extra special 200 VIP" purchasers might restore my confidence in them really caring about just how "very important" we are to them.

[Spiff72]

This is raising my blood pressure.

This seems like a broken record, but I must be one of the lucky 200. I ordered on Tuesday last week, at about 1:05pm EDT (order 37612X).

I got a second order confirmation yesterday, with no phone number, and my billing and shipping address the same (shipping should have been to my office). No one will be at home to refuse the shipments if this is where they send them!

What really pi$$es me off is the fact that I have tried about 4 different times to cancel this order, and every time I am told to refuse shipment. I bought another one through CC.com and got it last Thursday.

I STILL haven't seen any shipping info. Why couldn't they just cancel the order and save me (and them) the hassle of having to return this thing? Does Tivo enjoy paying money to ship products to customers when they know they will be returned??

[nhaigh]

OOPS - just got notification of shipping and the tracking says it was already delivered. Now I can't refuse it so I need to work out how to return it.

[HDTiVo]

WTF - All I see is 3 people posting they got the call. There are like 120 "Lucky 200s" on the Forum.

[Leo_N]

Ditto - order # 375740

Yep, same here also - order # 375679 (Tuesday at about 8:30 am Eastern)

Called and got basically no information. Guy did tell me that the address is still correct on my actual shipping info, even though it is totally messed up in the confirmation email I received late last night.

This sucks.

[Hellrot]

Well, in the last two hours...

YES "feel good" phone call...
YES promised return call from the CSR supervisor...
YES shipment notification email...
YES S3 delivery...

I'm not sure who/what aligned the stars for all those events to happen in such a short period of time.

Now I just have to wait a WEEK for Cox to show up again.

- or, for the pirates in the crowd -

Avast! Since those bells over yonder dun been rung twice...

Yaaar "feel good" phone call...
Yaaar promised return call from the CSR supervisor...
Yaaar shipment notification email...
Yaaar S3 delivery...

It puzzles me what musta made Davey Jones himself come up from the deep and take these matters inta his own hands.

Tis devilish torment that now I be waitin' til the next full moon for them scurvy dogs at Cox ta be showin' their faces again.

[curiousgeorge]

Well, there was small progress in my personal private executive TiVo S3 nightmare today.

Abigail from TiVo called this morning and took charge of finding out what happened to my order. The UPS tracking number I was given was invalid and never showed in the UPS system. My original order was #3764xx, and I requested overnight delivery.

Abigail called back this afternoon to give me the correct tracking, which, it turns out, was sent out last Friday, but 2day rather than overnight. HOWEVER, because they apparently re-entered my order using my TiVo profile, they used my PO Box rather than my street address and it held the machine up for another day. Here's the crazy UPS history:

ANDERSON,
CA, US 09/19/2006 8:00 A.M. OUT FOR DELIVERY
09/19/2006 7:38 A.M. POST OFFICE BOX ADDRESS. UPS IS ATTEMPTING TO OBTAIN AN ADDRESS TO WHICH DELIVERY CAN BE MADE, NOT DELIVERED;THE ADDRESS HAS BEEN CORRECTED. THE DELIVERY HAS BEEN RESCHEDULED
09/19/2006 6:06 A.M. ARRIVAL SCAN
SAN PABLO,
CA, US 09/19/2006 1:51 A.M. DEPARTURE SCAN
09/19/2006 12:16 A.M. ARRIVAL SCAN
OAKLAND,
CA, US 09/18/2006 11:42 P.M. DEPARTURE SCAN
09/18/2006 5:00 P.M. ARRIVAL SCAN
ONTARIO,
CA, US 09/18/2006 5:05 A.M. DEPARTURE SCAN
09/18/2006 3:43 A.M. ARRIVAL SCAN
DALLAS/FT. WORTH A/P,
TX, US 09/18/2006 2:48 A.M. DEPARTURE SCAN
DALLAS/FT. WORTH A/P,
TX, US 09/15/2006 10:35 P.M. ARRIVAL SCAN
FORT WORTH,
TX, US 09/15/2006 10:15 P.M. DEPARTURE SCAN
09/15/2006 9:03 P.M. ORIGIN SCAN
US 09/14/2006 2:48 P.M. BILLING INFORMATION RECEIVED


And, as I'm typing this, UPS pulled up just now and the TiVo is HERE. There is a light at the end of this tunnel.

Thank you TiVoPony, and thank you Abigail for following up and finding my "lost" TiVo S3. I can finally make a Cablecard appointment I can keep.

Now to setup...

[Sepia]

Hmmm.... Just got Tracking info. They show ground shipping, but UPS shows 2nd day. Oh, well, guess I have to suck that up. The problem is, they are shipping to my Laurel address but have the city as Glen Burnie. I somehow don't think it will be properly delivered that way.
Well, on the phone to see if it can be fixed. Sigh again....

Just got a shipping confirmation as well (finally), and get this:
1. I ordered last tuesday (2 day shipping) and it is shipping today
2. The shipping confirmation says GROUND shipping.
3. I log on to UPS.com and it shows TWO DAY shipping not overnight like TiVoPony claimed
4. This is the 4th time I will have to reschedule my cablecard installation based on completely wrong data from TiVo.

At this point, I am beyond miffed about this. :mad: \

Tracking Number: xxxxxxxxxxxxxxxxxxxxxxxxx
Type: Package
Status: Billing Information Received
Shipped to: GLENDALE, CA, US
Shipped or Billed on: 09/19/2006
Service Type: 2ND DAY AIR
Weight: 17.00 Lbs

Tracking results provided by UPS: 09/19/2006 5:32 P.M. EST (USA)

[Darthnice]

I just got my shipping information; Status is billing information received, so I guess it's not on the truck yet.

I ordered Tuesday 9/12 around Noon EDT.

No "we're sorry" phone call as of 5:43 EDT.

[sanfran_michael]

I received the "we're sorry" phone call today. Of course, they had zero information other than the fact that the shipping and billing addresses were switched.

I called support and actually got a tracking number (yesterday I had no luck in obtaining that even with multiple calls to both sales and support). I too have the "billing information received" tracking.

I have never received an email from TiVo other than the first order confirmation.

Order # : 3766XX
Date of Purchase: 9/12/2006 5PM

I ordered another one today with overnight delivery. Let's see which one comes in first. I'm betting it will be the second order.

[RichB]

Here is what has happened so far with my Tivo S3 order:

Ordered and confirmed: Tue 9/12/2006 1:25 PM with ground shipping

Second Confirmation: Sun 9/17/2006 9:36 PM

Ship Confirmation: Great news ! Your TiVo® Store order was shipped on 09/19/2006

It took 1 week to ship. Now add 4 to 6 days and I might not have it this weekend.

Guess what TiVo, if you had any class you would have at least "Ponied" up for 2 day shipping. I have ordered from companies that provide free overnight shipping when they have had unexpected delays which are their fault.

- Rich

P.S. I tried 2 times last week to upgrade shipping. I was of course told on Friday that it had already shipped and that did not matter since they had no idea how to do it anyway.

[RCflier]

"feel good phone call" - Check
confirmed shipping to the billing address with the wrong city, instead of shipping address - Check
CSR who cannot pronouce "Lisbon" - check
Shipping info - NO

lovely.

Favorite quite "Your order may be delayed"... oh, it may be?

[Agent86]

My biggest beef with the "refuse shipment", is that making that decision puts everything on ME. Its really a very crappy solution to the problem.

If I refuse shipment, and the box goes back, I've likely already been billed. If the bill for my credit card comes in, but I have not been refunded, I would have to pay up for the refused shipment. That, or you have to fight with your credit card to contest the charge, or something like that. Not to mention that I doubt refusing the shipment would happen without them taking the 15% restocking fee (which was another promise and we've seen how that's worked out), so I'd probably have to call and deal with more madness on that front too. Refusing shipment SOUNDS nice, but all around it just ends up being more work/hassle then waiting it out. All refusing shipment does is get you a new toy and delay the frustration.

I feel for everyone that hasn't gotten their shipping confirmation - like I said in my post - mine literally JUST came in. If it makes you feel any better, the shipping confirmation I got says its only going to my last name (no first name) and that they shipped it UPS Ground. The UPS site via the tracking number says 2nd day, so that's better, but still not the overnight I was promised. If anyone else gets one, I'd be curious to see if your shipping confirmation and UPS tracking looks the same.

Throwing all this information back into my free lifetime transfer idea looks something like this. The difference between 2nd day and overnight is probably in the $20 to $30 ballpark. Throw that on top of the $80 they've cheated me out of by changing the VIP rules and that's $110. Depending on how you want to count, if you throw in the $20 I paid for 2 day shipping, that brings the total to $130. I still think that TiVo eating the remaining $69-$89 and transferring my lifetime for free is fair given the circumstances.

But lets look at it even more pragmatically. We've seen that Best Buy purchases S3s for around $500. We paid $800. That's $300 right there in TiVo's pocket. If you take the $130 figure, and add it on to the $199 transfer fee, and subtract it from the $300 profit, TiVo loses $29. So it would be like we were Best Buy buying the unit for $470 instead of $500. Doesn't sound like a lot to ask for to me. For all 200 of us it only costs them $5800, and they're at least extending some kind of olive branch. I'm honestly still not going to be thrilled - this all really sucks - but at least its finally a step in the better direction.

Oh - one other thing. I think the reason you can't cancel the order is the same reason we can't get any information on our orders - TiVo probably has very little connection with the distributor. All they probably see is a confirmation and a tracking number - if you're not in one of those two states, or in one but not the other, they have no way to do anything. If they're not getting any information, they're probably not sending any information, hence why you cannot modify or cancel orders once they've been placed. Crappy, but probably the way it works.

EDIT: I see some folks posted while I wrote. Looks like we're all still in the same boat. Also, I never did get the phone call.

EDIT 2: Oh yeah, technically according to UPS my order might not have been shipped. It says the status is "Billing information received". And the line with the date says "Shipped or Billed on", so I have no idea if it actually went out today or not.

Tracking Number: XXXXXXXXXXX
Type: Package
Status: Billing Information Received
Shipped to: XXXXXXXXXXXX
Shipped or Billed on: 09/19/2006
Service Type: 2ND DAY AIR
Weight: 17.00 Lbs

[mlkeller]

Interesting...I have progressed from the billing information received in UPS to a status of In Transit - Rescheduled with the note Your package is in the UPS system and has a rescheduled delivery date of 09/20/2006. Maybe they actually did get the rest out today with overnight shipping? Or maybe I'm just being too optimistic :)

[RichB]

Interesting...I have progressed from the billing information received in UPS to a status of In Transit - Rescheduled with the note Your package is in the UPS system and has a rescheduled delivery date of 09/20/2006. Maybe they actually did get the rest out today with overnight shipping? Or maybe I'm just being too optimistic :)

You are optimistic. My UPS tracking information says: Ground.

- Rich

[SueAnn]

I ordered on 9/13 about 3 pm and my second day delivery arrived today.

Hubby took the Comcast DVR to the Comcast office and they traded us for 2 cable cards. All told our cable bill with be $10 per month cheaper.

He's working on the setup now !

Thanks TIVO !

[Sepia]

From UPS.com:

Billing Information Received: UPS has received the electronic transmission of shipment detail from the shipper. It does not necessarily mean that UPS has taken possession of the shipment.

Grrreat, so my package has not even shipped yet....

[Gregor]

Mine arrived today. I ordered it Tuesday around 9 am, 2 day delivery requested.

Yes, it's late, but it's not the end of the world. I'm disappointed I didn't have it for the weekend, but there are more important things in life.

Frankly, I'd like to shake the hand of the rep who said:

... that I could refuse delivery and buy one at retail if I "needed instant gratification" and didn't "have the patience" to let them work everything out.

[zfalcon]

Ordered Tuesday 11:27am
Delay email received Thu 6:23pm
Second confirmation Mon 12:46pm

I wasn't at home to answer the calls, but my brother says they called twice. First was about the wrong shipping address. The second was saying that I wouldn't receive it until Thurday or Friday.

Still no shipping notice or tracking number.

[raober]

Original order number: 3774XX

Well, I got my shipping confirmation at about 4:30 pm EDT. The email said ground, but the tracking information (just "Billing Information Received" of course) indicates 2-day shipping. Which means it arrives Thursday at the earliest. Which means I have to reschedule my cablecard install...and it couldn't have come at a more inconvenient time in my work schedule. :mad:

Oh well, at least it's coming.

[Tico]

This is what I am hoping....

For those of us with a tracking number that states "Billing Information Recieved" and asked for 2 day....

I hope they screwed up... Actually sent them out next Day (like TivoPony stated) with a different tracking number but with all of this mess they haven't updated the computer...

I hope My Tivo will be here today.......

I ordered Tues 9/12 afternoon......
2nd Day delivery.....

[retired]

I'm so tired of being stonewalled. Customer service knows nothing. I wrote to TiVo's CEO - guess what- no answer. I hang on waiting because, as Agent86 stated, returning the unit is not an option I can consider. (Why should I have my money tied up for 30 days or more?) The sad part is the Best Buy store 5 miles from me has S3's in stock. I continue to get more and more upset as I see posts on here from people who ordered 4-5 days after me getting their units.

Someone pleeeeeese give us some answers.

[Geeksterman]

FINALLY got my phone call only to find out while the street address is correct for shipping, the zip code is not. Here's hoping I get my tracking # soon enough for me to contact UPS to correct that. Thank goodness I have strings to pull with UPS! :cool:

[raober]

This is what I am hoping....

For those of us with a tracking number that states "Billing Information Recieved" and asked for 2 day....

I hope they screwed up... Actually sent them out next Day (like TivoPony stated) with a different tracking number but with all of this mess they haven't updated the computer...



Well, I'd be surprised if the UPS information was mistaken. I can't imagine that they would change tracking numbers midstream and screw up *their* computers as well.

Still, hopefully you're right. Maybe I shouldn't be surprised...not as if anything in this process has been predictable. :rolleyes:

[redtape]

According to UPS they can't correct address until the delivery scan.
Our modern world of instant computer access....

[tunnelengineer]

you guys are all amateurs. I have you beat. Still no shipping email on my part. Personally I am now hoping for delivery before Thanksgiving. That's reasonable for a next day air tuesday AM 9/12 order isn't it?

[baked]

Please tell me they upgraded the ground shipping to 2-day or 3-day select for those of us in the Lucky 200 club. Otherwise I'll be getting this thing some time next Monday or Tuesday, even though my address and phone info is correct.

Tracking Number: 1Z XXX XXX XX XXXX XXX X
Type: Package
Status: Billing Information Received
Shipped to: SAN FRANCISCO, CA, US
Shipped or Billed on: 09/18/2006
Service Type: GROUND
Weight: 17.00 Lbs

Tracking results provided by UPS: 09/19/2006 6:26 P.M. EST (USA)

[Tico]

Well, I'd be surprised if the UPS information was mistaken. I can't imagine that they would change tracking numbers midstream and screw up *their* computers as well.

Still, hopefully you're right. Maybe I shouldn't be surprised...not as if anything in this process has been predictable. :rolleyes:

I only say this because someone, I think earlier in this thread, recieved one with multiple UPS shipping lablels pasted on top of each other....

I hope..I Hope....LOL

[SystemJinx]

Mine just arrived at my billing address. Someone was home to accept it so everything is good. Looking forward to playing with it tonight.

I hope this doesn't happen to me. My billling address is a Post Office Box. If Tivo would ever send me a shipping confirmation, I could call UPS and verify which address it's being shipped to. So far nothing has arrvied in my email box. :mad:

[baked]

I hope..I Hope....LOL

I find I'm so excited, I can barely sit still or hold a thought in my head. I think it's the excitement only a free man can feel, a free man at the start of a long journey whose conclusion is uncertain. I hope I can make it across the border. I hope to see my friend, and shake his hand. I hope the Pacific is as blue as it has been in my dreams. I hope my TiVo Series 3 arrives by Friday morning. I hope.

[derekcbart]

I'm still waiting for something, anything, from TiVo.

Order Number: 3771xx
Shipping Method: 1 Day
Original Order Confirmation Email: September 12, 2006 5:42:28 PM PDT
Secondary Order Confirmation Email: September 18, 2006 1:05:48 PM PDT

No Shipping Email.
No Telephone Call from TiVo.
No other contact from TiVo at all.

Original cable install was supposed to be this morning (Tuesday the 19th). Rescheduled for Friday the 22nd.

I have no idea if my TiVo has even been sent to UPS yet. Luckily my shipping, billing, and TiVo account addresses are the same, so at least I won't have the swapped address problem.

As I have said before...

Ugh.

[Troy J B]

still waiting on a shipping email and a telephone call from TiVo.
Although I did just breakdown and try calling CS to get my tracking number, of course they did not have it.

[Aiken]

Well, I have the shipping email and tracking number, but all day today it's only reporting Billing Information Received. They haven't actually been given a package by TiVo.

[Sepia]

you guys are all amateurs. I have you beat. Still no shipping email on my part. Personally I am now hoping for delivery before Thanksgiving. That's reasonable for a next day air tuesday AM 9/12 order isn't it?

ROTFL, thanks for that... :D You've gotta laugh, this is the worst debacle I've ever been the recipient of in ecommerce... SHAME on TiVo...

[Agent86]

Yes, it's late, but it's not the end of the world. I'm disappointed I didn't have it for the weekend, but there are more important things in life.
For me its not the having it for the weekend or the waiting that bothered me and finally flipped my switch. The waiting isn't what got to me.

What got to me was:

1) Being lied to, somewhere in the ballpark of 5 times
2) Having no access to any useful information to see what happenned to my $800.
3) The monetary impact of TiVo changing the offer after I had already ordered
4) Being billed improperly

If my order shipped on 9/15 with 2-day shipping - and TiVo could have even made me pay for it as I choose to do - I wouldn't be here saying a word right now. I think it takes guts to come out and say "Demand is huge, we screwed up, we'll get everyone out tomorrow", and I respected that. But for me, that didn't happen. And the next time we were supposed to go out, that didn't happen either. If on 9/14 they told me today instead of 9/15 (and then 9/18), I again wouldn't be here writing this today.

But because they continually lied, bumped my order down in the queue, supplied me with no feedback, and then billed me improperly to boot, I am now upset.

I can live with the fact that someone who ordered on day 2 or 3 and shipped ground will get their order before me. I can live with not having it for the weekend or being the "first". Its not a huge deal - the sky isn't falling - but its certainly salt in the wound when all those things were supposed to be the case.

[Sepia]

For me its not the having it for the weekend or the waiting that bothered me and finally flipped my switch. The waiting isn't what got to me.

What got to me was:

1) Being lied to, somewhere in the ballpark of 5 times
2) Having no access to any useful information to see what happenned to my $800.
3) The monetary impact of TiVo changing the offer after I had already ordered
4) Being billed improperly

If my order shipped on 9/15 with 2-day shipping - and TiVo could have even made me pay for it as I choose to do - I wouldn't be here saying a word right now. I think it takes guts to come out and say "Demand is huge, we screwed up, we'll get everyone out tomorrow", and I respected that. But for me, that didn't happen. And the next time we were supposed to go out, that didn't happen either. If on 9/14 they told me today instead of 9/15 (and then 9/18), I again wouldn't be here writing this today.

But because they continually lied, bumped my order down in the queue, supplied me with no feedback, and then billed me improperly to boot, I am now upset.

I can live with the fact that someone who ordered on day 2 or 3 and shipped ground will get their order before me. I can live with not having it for the weekend or being the "first". Its not a huge deal - the sky isn't falling - but its certainly salt in the wound when all those things were supposed to be the case.

My sentiments *exactly* Agent, well said.

I am currently on LIVE CHAT with Charter switching my appointment YET AGAIN!! :mad: :mad:

[Agent86]

you guys are all amateurs. I have you beat. Still no shipping email on my part. Personally I am now hoping for delivery before Thanksgiving. That's reasonable for a next day air tuesday AM 9/12 order isn't it?
ROTFL, thanks for that... :D You've gotta laugh, this is the worst debacle I've ever been the recipient of in ecommerce... SHAME on TiVo...
Do you like your TiVo with, or without, gravy?

You never know, maybe Santa Claus has been electronically notified of a package pickup, and it will come by reindeer express in time for Christmas if you are a good boy.

:)

[rodneyw1]

Here's my experience:
On Thursday evening, the 14th I received an order confirmation email from TiVo #555021. I noticed that on the confirmation email they had switched my billing and shipping addresses. On Friday, the 15th I called TiVo and told them of the error. I was told it was scheduled to be shipped that day and that it was too late to change that shipping address but I would receive an email that day with a tracking number and I could call the carrier and change the info. I did not receive an email that day nor Saturday nor Sunday nor Monday nor Tuesday. On Tuesday afternoon I checked my credit card statement and noticed I had not yet been charged for the unit and also that the authorization had disappeared. I then began a series of calls to TiVo which turned into one of the most frustrating ordeals I have had with any company in a long time. I would call back and forth between customer service and sales and each time that department would tell me I had to talk to the other department. I made a series of seven calls and talked to eight different people which took almost three hours total. On the fifth call I was told the unit was to have gone out on the 14th but my credit card was declined. I hung up and called Capitol One (my credit card company). They said, No, they had authorized the charge on the 13th and had given an authorization code but the charge never came in and they did not deny any charges.
I then called back (TiVo) for a sixth time and was told call 877-806-0883 which was an escalation number. I called for a seventh time and was told the unit had shipped on the 14th. I was then given a UPS tracking number. As we were talking I went to the UPS site and it said they had received the billing information on the 14th but nothing since. I told the agent what the UPS site was saying and he then transferred me up the line. The next agent told me “No, it did not go out on the 14th but was shipped on the 17th and I should receive it today (19th) or tomorrow (20th) as it was shipped via two-day service. She also said she did not see that I had been billed but her concern was that I get the TiVo and be happy and they would sort that out later.

How many really think I will get the TiVo today or tomorrow? I have been with TiVo since the beginning and have four in my home now. I am so frustrated I want to put them all on ebay and get my local cable DVR and be done with TiVo forever.

[dsm363]

Just got my tracking number for 9/12 order at 8PM. Shipping date today (billing info received). It says ground (which is what I asked for) and not any kind of upgraded shipping so it probably won't get here by Friday for Charter.

[baked]

My needle is beginning to move from mildly amused to seriously pissed. That UPS info better update soon or I'm gonna start beating the stuffing out my TiVo plushie.

[dsm363]

Does any know where they ship from (trying to estimate shipping time)?

[Spiff72]

Does any know where they ship from (trying to estimate shipping time)?

I was told that shipping them back would require shipping it to Texas... I assumed that was where they were coming from too.

[MichaelK]

Does any know where they ship from (trying to estimate shipping time)?


some one posted earlier it's TExas...

[dianebrat]

add me to the collection...

ordered 09/12/2006 11:53AM EDT
Got the "thank you for your purchase" email 7 hours later
I have order #3759xx

Never got the "excessive order" email
Never got any other emails or contact.

Did however get charged $29.51 for shipping on 09/16

*CRAP* just got off the phone with customer service, I knew I should have verified the shipping address, it's going to my home, not business, and will get left on the stoop and stolen... *CRAP*

Another 45 minute call to customer service to get it fixed

It gets better, right address, wrong zip code entered so it's going to a non-existant address and will get held at UPS until I can call them and get it fixed.

Apparently there's another issue that there's a conflict as to if it's in transit or not..

Diane

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*

[tunnelengineer]

Today my "oh so useless" daily morning wake up call to the tivo CSR said they ship from California.

[dsm363]

Ouch. Texas might work to get here by Friday but California, not so much. I thought even the lucky 200 who ordered with ground would still have it arrive in the original timeframe per TiVoPony:
"If you had selected standard ground shipping, you also should expect to receive your system in the timeframe you were originally quoted."
I realize this is just a TiVo to keep things in perspective but I am getting off work early on Friday and won't be able to next week so it kind of sucks.

[tube013]

still no call from tivo, or a shipping email... I ordered 10am edt on 9/12. CS has no idea when it will ship, just that it hasn't shipped yet.

I ordered one from circuitcity.com but missed the sameday shipping, so it gets here thursday, hopefully before my comcast appt. but now I have all the fun of dealing with trying to refuse shippment (ups usually drops and runs at my house)

[Aiken]

I ordered one from circuitcity.com but missed the sameday shipping, so it gets here thursday, hopefully before my comcast appt. but now I have all the fun of dealing with trying to refuse shippment (ups usually drops and runs at my house)
If you get a tracking number, watch for the order to be picked up. As soon as it's on a truck or plane, you can call UPS and they'll mark it refused. They cannot do it until it's been picked up from TiVo.

[MichaelK]

If you get a tracking number, watch for the order to be picked up. As soon as it's on a truck or plane, you can call UPS and they'll mark it refused. They cannot do it until it's been picked up from TiVo.

thanks for the advice.

I plan to try that.

[derekcbart]

Well, I just got the shipping "Conformation" email from TiVo.

September 19, 2006 4:16:43 PM PDT
Shipped Date: 09/19/2006
Ship Method: U5 / UPS-Ground

Yes, TiVo has my original next day shipping set to Ground. Luckily, UPS has it listed as Next Day, but it is currently in the "Billing Information Received" limbo that other people have mentioned. Still no phone call from TiVo.

[Sepia]

My needle is beginning to move from mildly amused to seriously pissed. That UPS info better update soon or I'm gonna start beating the stuffing out my TiVo plushie.

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!

[wdave]

No shipping confirmation or conformation.
No feel-good phone call.
No tracking number.
No patience left.

Agent86 said it best. It's the continual lying that is hard to take.

[mindstorm]

Well, I just got the shipping "Conformation" email from TiVo.

September 19, 2006 4:16:43 PM PDT
Shipped Date: 09/19/2006
Ship Method: U5 / UPS-Ground

Yes, TiVo has my original next day shipping set to Ground. Luckily, UPS has it listed as Next Day, but it is currently in the "Billing Information Received" limbo that other people have mentioned. Still no phone call from TiVo.

LOL....I just got a "Conformation" as well. At least it didn't say "Slipping Conformation" from Tovo [sic] :D

[baked]

The following is an example of how to handle a delay of an expensive and much anticipated product...

Dear Customer,

You are receiving this email because you ordered a Transporter from
Slim Devices.

We intend to start shipping units this week. Players will be shipped
in the order they were received. Due to overwhelming demand, we expect it
will take us 3 to 4 weeks to work through our backlog.

I apologize for this inconvenience and thank you for your patience.

Kind regards,

Mac

---
Mac Kay
Slim Devices, Inc.

Guess what? I'm totally cool with that. Why? Because they allowed preordering, and then when they realized they had a supply problem: informed me, apologized and gave me an expected delivery timeframe. I had to wait for Pony to give us info here on the forums since Tivo never sent me a 'Delay' email or made a phone call to me.

Here endeth the lesson.

[wdave]

... make your *core* users happy with you again, by 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


Sounds perfectly reasonable. I'll take C (but it should be $199 just like the first lifetime I purchased 6 years ago), and it's probably the best option for Tivo too ... they get even more money from me right now.