CSRs at TiVoRebates.com can't read?

[Jadawin]

Or don't bother to read. Those are my top two picks given the following conversation in eMail today.

What I'm trying to find out: Whether I can get the $220 rebate for the HUMAX deal online.

What I finally figured out myself: No, because the HUMAX is a 'TiVo Package'. Might be other reasons, but that's sufficient for me.

How I got there: In replies to this msg.

[Jadawin]

From Me to TiVo Rebates via the website:

I have a question: I would like to know whether a TiVo bought on the Web Specials page (http://www.tivo.com/2.1.1.0.ws.asp) this week, would be eligible for the Holiday Rebate of $220 (http://www.tivo.com/2.6.rebate110506.asp)

In effect, I'm asking if my service number(s) would start with 540.

Thank you for your time.

[Jadawin]

From Steve@TivoRebates.com to Me via email:


Dear (Jadawin):

Thank you for your rebate inquiry. The TSN is the TiVo Service Number which can be found on the bar code panel on the DVR box (where it may be labeled as a TiVo serial number). It can also be found on the back of the DVR, below the model number.

For your records, be sure to make a copy of your complete submission before placing it in the mail. You should receive your rebate 4-6 weeks after the service activation period is complete.

We appreciate your participation in this promotion. If there is anything else we can do to assist you, please contact us at tivorebates@tivorebates.com. We are always happy to help.

You can also track the status of your rebate, using the Tracking Number above, at www.tivorebates.com.

Steve
Rebates Customer Service

[Jadawin]

From Me to TiVoRebates.com via email

This is not quite what I asked. J

I have not yet purchased a TiVo.

I was looking at http://www.tivo.com/2.1.1.0.ws.asp on your website, and I would like to know if either of those two HUMAX recorders are eligible for this, or any other current rebate.

[Jadawin]

From TiVoRebates.com to Me via eMail




--Original Message--
From: (jadawin)
Date: 11/13/2006 3:00:21 PM
To: tivorebates@tivorebates.com
Subject: RE: TiVo Promo Center Email [#xxxxxxx]


This is not quite what I asked. J



I have not yet purchased a TiVo.



I was looking at

_____


(yes, it's blank. This is what I got)

[Jadawin]

From Me to TiVoRebates.com

I received my last email back from you, with no message, and part of what *I* sent, removed.

Here are the salient facts.

- I have NOT bought the TiVo yet.
- I am inquiring as to the applicability of a rebate in order to decide whether to buy.
- I wish to buy ASAP.
- I have read all the rebate rules

I am interested in the HUMAX® DVD Recorder with TiVo® that is advertised for sale on your website. My preference is to buy two of them at $255.39 each. I wish to know if these will be eligible for the $220 rebate for buying a non-dual-tuner TiVo between 11/05/06 and 12/31/06.

[Jadawin]

At this point, I added the two items in question to my shopping cart, just to see what would happen, and found that they are refered to as 'TiVo Package'.

Oh.

Packages aren't eligible for rebates.

So, I sent a mail....

From Me to TiVoRebates.com

I have answered my own question, by adding these items to a shopping cart.

At that point, both are referred to as ‘TiVo Package’, which are ineligible for rebate.

[Jadawin]

But wait, there's more....

From Sofia@TiVorebates.com to Me

Dear Mr.Smith:

Thank you for your rebate inquiry. We would recommend that you go to the website of the retailer from which you are going to purchase the Tivo unit from and check to see what rebates they are offering for the particular unit you are interested in.

We appreciate your participation in this promotion. If there is anything else we can do to assist you, please don't hesitate to contact us. We are always happy to help.

Sofia
Rebates Customer Service

[Jadawin]

I sent back some sort of 'hey, um, you guys are the retailer' message, but, I think I've had enough.

I don't know if TiVo still does their CSR work through ClientLogic, but if they do, it's time to bring the work back onshore, to where people can parse English in text. Or at least read EVERY word. Or most of them? Half, even.

Sigh. I'm done now. :) Thank you for your patience. :)

[Einselen]

I sent back some sort of 'hey, um, you guys are the retailer' message, but, I think I've had enough.

I don't know if TiVo still does their CSR work through ClientLogic, but if they do, it's time to bring the work back onshore, to where people can parse English in text. Or at least read EVERY word. Or most of them? Half, even.

Sigh. I'm done now. :) Thank you for your patience. :)

They are they are not the retailer. Parago is handeling the Tivo rebates. I am fairly sure because of that they will use their customer service support group and not Tivo's.

I do have to say reading the dialog was interesting and entertaining. It also had to take some time to make each response a post (not much) but hey it upped your post count and actually made it a bit earier to read.

[funtoupgrade]

CSRs at TiVoRebates.com can't read? Or don't bother to read.

Not a pre-requisite for job, nor part of job description.

[Frank Furter]

I had to chime in. I am the middle of my own delightful experience with the CSR for Tivo Rebates. To me, one of -THE- top aggravating and anti-customer things you can do is not read and understand simple requests.

I purchased two Series2 DT's from CompUSA, so I sent two separate forms and UPC's in. I made the (now un-wise) assumption that I could mail both my forms in one envelope. I had pre-registered on the web site, and wouldn't you know it, only one TSN shows up on the web site as received.

I'm on my third email exchange now, and it is really, really, reaaaaally is aggravating. I've been informed that my rebate must've got lost in the mail or misdirected. That must mean that the simple task of opening an envelope resulted in one form landing on a desk, while the other one gently cascaded into the nearby trash can. Tools.

Sigh. Can you imagine if everyday life was run by these morons?

Me at the grocery store: "Sir? What aisle is the mustard on?"
Clerk: "Thanks for asking. You need to contact the grocery store for this information."

Can any of the resident Tivo folks help out with this?

[c3]

I made the (now un-wise) assumption that I could mail both my forms in one envelope.

99% of the rebate submissions don't work this way.

[Frank Furter]

99% of the rebate submissions don't work this way.

Sorry, but where on this particular rebate is that stated?

[c3]

That's just how most, if not all, rebate companies work. You can try to fight the system and have more rebate problems, or make your life easier by sending in multiple rebates separately.

[Frank Furter]

That's just how most, if not all, rebate companies work. You can try to fight the system and have more rebate problems, or make your life easier by sending in multiple rebates separately.

Alrighty then. Thanks for the insight.(?)