Tivo rebate denied...doesnt' make sense to me

[Jonre]

I had been a subscriber for over a year when I decided to upgrade to a dual tuner box. I had asked here and other places whether I would be eligible for a rebate and was assured that I would be.

So now they've denied my rebate for this reason: "New TiVo Service or TiVo Plus service activation is needed in order qualify for the rebate."

So I'll never again be eligible for a Tivo rebate?

Would this have worked if I had cancelled my service, then re-subscribed?

Any suggestions on how I can fix this (I've already contacted Tivo customer service but have not heard back).

Thanks,

Jon

[Einselen]

Did you activate new service or transfer service from another box. The rebate is valid only if you activate new service.

[bpurcell]

The rebate has nothing to do with whether you already have a tivo service subscription. Even if you have three active tivos, you can get a rebate for a fourth tivo service.

Einselen's question is mine as well. Did you transfer the service of one tivo to your new tivo? If so, the rebate is clear that you are not eligible for the rebate. If this is a new contract and not a transfer, then a mistake has been made. Simple call customer support and they should be able to help you out.

[Jonre]

This is the advice I received here when deciding on the purchase:

No need to cancel your account. The rebate isn't for new customers only; it's for new retail boxes only. You can safely get the rebate with your current account.

And this is what I'm hearing now:

The rebate is valid only if you activate new service.


So based on what I'm being told now, that first statement, it seems to me, is not correct.

Yes, I transferred the service of my one-tuner Tivo to the new two-tuner box.

I'm still not sure why this disqualifies me. In my situation, is there any way I could have been eligible for the rebate? (my situation being that I merely wanted to upgrade to a two-tuner box).

Could I/should I have cancelled my account, then re-enrolled with a new account and been eligible?

By the way, I've given up hope on receiving the rebate; I'm just trying to understand how it works.

Thanks for any input.

Jon

[gastrof]

It seems it's because you're not giving TiVo another chunk of money each month.

You're just paying for the same number of machines you were before.

If you'd actually ACTIVATED a new/additional machine (rather than transfer existing service from another machine), you'd likely have gotten your rebate.

[bpurcell]

This is the advice I received here when deciding on the purchase:

Quote:
No need to cancel your account. The rebate isn't for new customers only; it's for new retail boxes only. You can safely get the rebate with your current account.


And this is what I'm hearing now:

Quote:
The rebate is valid only if you activate new service.

I believe the first quote is from me, and I don't see how what I wrote is contradicted by the second quote. When you asked earlier, it appeared to me you were asking if only first time Tivo buyers can get the rebate. You didn't ask if you could transfer the service and still get the rebate. Both quotes are correct; they don't contradict each other.

[Einselen]

Looking back at the other thread, the first reply, which was mine, said:

As long as you activate service on the box (which requires at least a 1 yr committment) then you be eligible for the rebate.

You have to activate new service and not transfer in order the be eligible for the rebate. When you transfer service you could be transfering only a month to month plan and why would Tivo want to give you a free box or discounted box for that? Advice I will give you is call Tivo and see if you can cancel your current service, which you should be able to if you are month to month, if you are on a plan then you have to decide if you want o try to transfer the service back (I would no matter what if it is prepaid) or forfeit the rebate. If they allow the canceling of the plan/transfer service back, then sign up for new service and claim your rebate. Issue with that is you have to go with the new pricing structure. Also all of this is assuming you can still submit a rebate or have it reconsidered which I am not sure if you can or not at this point of time.

[bpurcell]

here's your original question
I plan on purchasing a dual-tuner model through retail, ebaying the single-tuner box, and continuing with the same account.

Am I eligible for the rebate on the new box, since it'll be the same account?

I think I see where the miscommunication is. You were saying account, when you were actually talking about subscription. You see, MANY people have several Tivos on the same account, but different subscriptions (or contracts or service). Notice the second quote you have says service, not account. I believe when you were asking initially, I thought you were wondering if you had to open a new account in order to be eligible for the rebate. Since no one challenged my statement, I am assuming no one else disagreed (and there's plenty of people here who would jump in if I made a mistake).

Looking at that question now within the context of this thread, I see what you were really asking. I'm sorry that I mistakenly mislead you; I didn't do it intentionally. If you look at Einselen's post that was before mine, it should've clued you in that we might've been talking about different things (you don't need a new 1-yr contract for transfered service) than what you really wanted to ask.

[bpurcell]

Could I/should I have cancelled my account, then re-enrolled with a new account and been eligible?

The way you phrased this question is, I believe, why people are thinking you're asking a different question. The rebate on the new box has NOTHING to do with whether you cancel your account (what you really mean is subscription). The old tivo can stay active AND you can activate the new tivo and still get the rebate (with a new subscription, of course). There's no need to cancel accounts. Your decision to cancel the previous subscription is independent of the rebate question.

[c3]

It seems it's because you're not giving TiVo another chunk of money each month.

You're just paying for the same number of machines you were before.

If you'd actually ACTIVATED a new/additional machine (rather than transfer existing service from another machine), you'd likely have gotten your rebate.

I can cancel one unit (not under commitment) and activate another unit on the same day with rebate. TiVo gets the same amount every month. The key is new activation, not the number of units.

[gastrof]

I can cancel one unit (not under commitment) and activate another unit on the same day with rebate. TiVo gets the same amount every month. The key is new activation, not the number of units.


Okay then...

So why IS the OP not getting his rebate, if my explanation isn't right?

[c3]

So why IS the OP not getting his rebate, if my explanation isn't right?

The OP transferred an existing subscription instead of activating a new one.

[gastrof]

The OP transferred an existing subscription instead of activating a new one.

And I believe that's exactly what I said, yet you corrected me...and then repeated what I'd said.

My words were-
"If you'd actually ACTIVATED a new/additional machine (rather than transfer existing service from another machine), you'd likely have gotten your rebate."

[Jonre]

Alright, now that I'm totally confused :)

Now, let me ask this.

What if I had:

1. Bought the new box.
2. Cancelled my then-current subscription (not account) on the old box (which was month-to-month).
3. Opened a new subscription with the new box, locking myself in for a year.

This probably would have worked, yes?

If so, shouldn't they (now) let me hook up my new box with a new subscription if I commit to a year agreement?

I know nobody was purposely misleading me, this has turned out to be much more complex than I would have thought (or than it needs to be :D ).

The fact that I'm in love with the dual tuner box makes it much easier to take.

Thanks for all the explanations,

Jon

[GoHokies!]

Alright, now that I'm totally confused :)

Now, let me ask this.

What if I had:

1. Bought the new box.
2. Cancelled my then-current subscription (not account) on the old box (which was month-to-month).
3. Opened a new subscription with the new box, locking myself in for a year.

This probably would have worked, yes?

Yes.

If so, shouldn't they (now) let me hook up my new box with a new subscription if I commit to a year agreement?

No, because your new box was already activated by having your service transfered to it. I believe that once you've done that, you can't go back. I suppose that you can try to transfer your service from your new box to the old one, and then add the new one to your account. Not sure if that would count for a new activation or not.

I know nobody was purposely misleading me, this has turned out to be much more complex than I would have thought (or than it needs to be :D ).

It really isn't all that complex, despite our best efforts to make it so. When you get a new box, you can get service on it in 2 different ways. First, by transferring service from an old box (if you have one). This doesn't count as a new activation because you aren't really adding anything, you're just moving the service between boxes. The second is the new activation - you can always activate a box as a new activation. If you have another box that you're not interested in keeping, you can cancel it, but that action is completely separate from the activation on the new box.

Clear as mud? ;)

[Jonre]

I just received this email from Tivo:

Thank you for your rebate inquiry. We are pleased to inform you that we have verified your service activation and validated your record. The rebate check should be mailed in the next 4-6 weeks.

You coulda knocked me over with a feather.

Thanks again,

Jon

[Einselen]

I just received this email from Tivo:

[E-mail here]

You coulda knocked me over with a feather.

Thanks again,

Jon

So you transfered service. Got an e-mailing saying you were denied, e-mailed them back asking why and then they contact you back saying it is activated we are sending a check? Let's just say you got lucky. Congrats!

Now don't hold your breath as the check still has to arrive, but update us in 4-6 weeks when and if the check does arrive.

[Jonre]

So you transfered service. Got an e-mailing saying you were denied, e-mailed them back asking why and then they contact you back saying it is activated we are sending a check?

Pretty close. I found out it was denied initally by going online and typing in my info to obtain the status.

I didn't merely email them back to ask why; I explained my situation, indicated why I misunderstood the specifics of the rebate deal, and proclaimed myself a loyal and enthusiastic Tivo user.

In any event, I'm not spending the rebate money yet. :)

Jon

[Jonre]

Now don't hold your breath as the check still has to arrive, but update us in 4-6 weeks when and if the check does arrive.

UPDATE:

Received my rebate check today. Thanks, TiVo !

Jon

[GoHokies!]

UPDATE:

Received my rebate check today. Thanks, TiVo !

Jon


Woohoo!!!

Thanks for the update, it's good to hear good news around here amongst all the griping. :D

[restart88]

It seems it's because you're not giving TiVo another chunk of money each month.

You're just paying for the same number of machines you were before.

If you'd actually ACTIVATED a new/additional machine (rather than transfer existing service from another machine), you'd likely have gotten your rebate.

Still waiting on my rebate but pre-qualified. ;)

So after I have my check in hand (hopefully) does that mean I have to keep my old box active for a year after the new purchase (in this case a 540)?

[c3]

Still waiting on my rebate but pre-qualified.

Pre-qualified? If you're talking about submitting the rebate info online, that's really not meaningful. You have to check the actual rebate status.

[Earthshine]

Hi lo, I too am like Jonre in that I just purchsed a series 2 dual tuner. I currently have service with the older series 2. I am month to month now. What do I need to do to ensure that I receive my rebate as well. I am not going to keep the older tuner. Am I understanding the prior posts in that I need to activate my new tuner first then cancel the older one. Am I also correct in thinking that I will no longer get the $12 service fee but have to pay the higher rates? Any way round that?

thanks!

[c3]

Am I also correct in thinking that I will no longer get the $12 service fee but have to pay the higher rates? Any way round that?

Prepaying $299 for 3 years is the best deal.