Experiences with TivoCommunity Store?

[mcukier]

Hey All:

I purchased a TiVo S3 from the Community Store on Friday. It seems that my credit card was billed, but I haven't received any sort of shipping communication etc. Furthermore, there is NO way to contact them except via a web form... no phone number.

This is pretty frustrating I have to tell you. Has anyone ordered from the store before? Was the experience a good one? So far I'm less than impressed, and even a bit frustrated/concerned...

comments?

[JustAllie]

I ordered something from the store.

It arrived.

It works.

So no problems as far as I'm concerned! :)

Why not use the web form and see how long it takes to get a reply? I assume they don't have a customer service phone number in order to reduce the overhead involved in telephone customer service staff. If it really bothers you, let them know -- if customers hate not having a CS phone number to call, the store may invest in a CS person to answer the phone.

[mcukier]

Thanks JustAllie:

Yes, I did post an online request earlier in the day.... as of now, no response. :-(

We'll see how it goes; hopefully they'll get back to me sonner rather than later with some shipping information. (I also requested to have them send my tivo out next day, as my Comcast guy is coming tomorrow....)

Thanks for the feedback.

- Mark

[funtoupgrade]

Got my unit faster from them than from TiVo itself. Can't remember how long it took to get an email confirmation, but I wouldn't start worrying about it until more time has passed.

[mcukier]

Got my unit faster from them than from TiVo itself. Can't remember how long it took to get an email confirmation, but I wouldn't start worrying about it until more time has passed.

Fair enough... I just wish I was aware of the delay so I could have ordered through Amazon and had it already :-)

I'm just excited to get my TiVo so I'm a touch less forgiving than I normally would be -- it also should be noted that (legally speaking) you don't bill a credit card until you've shipped... my CC has been billed so I would expect some sort of confirmation of shipment.

Out of curiosity, does anyone know where the units ship from?

Thanks!

[JustAllie]

My TiVo shipped from Michigan and arrived in about three days. I believe it shipped the day after I ordered it, and arrived the second day after that.

[TydalForce]

I forget the timetables myself, but my S3 from TCS came pretty quickly. I followed up with an e-mail exchange via their web form, and it was rather timely as well. I'm sorry I don't have exact detail, but I was happy with the results.

[mcukier]

yeah, no response to my web inquiry as of yet. My CC was billed Friday, but no communication from them besides my original confirmation.

I have to say, I'm not at all happy and will most likely cancel this order and get it through Amazon. I am always willing to support the "little guy", but this customer service has honestly left a not-so-hot taste in my mouth...

I know, I'm a demanding customer... I guess I've just been spoiled by good customer service though (and I provide the same at my small business)

mc

[astrohip]

I bought my S3 from TCS back in November, and it arrived about 3-4 days later. I'm in TX.

Good luck!

[Mike Lang]

mcukier, PM me an order number and I can look it up for you. If you ordered on Friday, odds are it's already on the way, even though the site states 1-3 business days. I also know inquiries are handled well before the stated 24hrs. I'm assuming it's been less than that?

[phox_mulder]

I ordered my Series3 on either a Thursday or Friday.

Charge went through right away, but I didn't get the email shipping confirmation until Monday.
Just chalked it up to the store peeps not working on weekends, no biggy.

Series3 showed up on my doorstep the following Thursday (or was it Wednesday?).

I was pleased, and will probably shop the store in the future.


phox

[mcukier]

Hey All,

Thanks for all your information. I did get this reply from the store:


Hi,
This order was processed this morning, and has already been scanned by DHL, and on their truck. It shipped from Michigan.
As stated on our site..."Please allow 1 to 3 business days for processing (7 for backordered items)." We shipped this in 2 business days. It sounds like you scheduled cable card install before you had the box in hand.
If you haven't already received tracking info from the warehouse, you will shortly.
Thanks


besides the smart-alecky "It sounds like you scheduled cable card install before you had box in hand...." comment (I wanted them to change my shipping to next-day if it hadn't left already), I guess all is well (though I still haven't received an e-mail from the warehouse with tracking info). :-)

Thanks Again everyone,
mc

[JustAllie]

Did you reschedule the cablecard installation?

[mrmike]

My only issue with them is that the delivery people apparently allowed some stranger to sign for my box. I'm still hoping it was the fellows working on the house next door, but I haven't tracked them down yet. Other than that, it's been a speedy transaction :)

[mcukier]

JustAllie:

Well, I have yet to get a tracking number... so no I haven't rescheduled yet. Hoping to get firm delivery date by tonight....

MrMike:

HAHAH, well in all fairness that's probably not TivoCommunityStore's fault.... more likely a carrier issue. Still sucks though... a bit unnerving. I wonder who's liable in a situation like that.... probably the carrier.

mc

[mrmike]

MrMike:

HAHAH, well in all fairness that's probably not TivoCommunityStore's fault.... more likely a carrier issue. Still sucks though... a bit unnerving. I wonder who's liable in a situation like that.... probably the carrier.



Yeah, haven't even talked to the TCStore. It's all on DHL at the moment as far as I'm concerned.

[MikeMar]

bought 2 tivo's from here, got them quickly. Had a basic question about something, contacted them and heard back in a few hours.

:) :)

[Mike Lang]

mcukier, I sent you a PM.
I'm trying to figure out if anyone here is to blame for anything, but it appears you ordered on Friday (1-3 business days processing), picked ground shipping (another 1-5 business days shipping), and scheduled a cable appointment for tomorrow (2 business days from order). Is that correct? :confused:

[mcukier]

mcukier, I sent you a PM.
I'm trying to figure out if anyone here is to blame for anything, but it appears you ordered on Friday (1-3 business days processing), picked ground shipping (another 1-5 business days shipping), and scheduled a cable appointment for tomorrow (2 business days from order). Is that correct? :confused:

Mike:

I don't see any need for "blame/fault". It was just a bit frustrating not having a direct (eg phone) method for communication (it would have been nice to be able to change my shipping to Overnight, which is what I was trying to do once I realized the Tivo didn't ship on Friday). I was also a bit confused/frustrated that my CC was charged on Friday, with no shipment information (normally Credit Cards aren't charged until shipment is made).

The problem was really 3 assumptions on my part: that you guys would ship on Friday, and that you'd be using FedEx, and that if it didn't ship on Friday I'd be able to get in touch with Tivo Community Store and change shipping to next day. These were all of course assumptions... but they were what I considered to be reasonable assumptions (and, once I saw my CC was billed on Friday, I felt comfortable that my order had in fact shipped).

As it happens... you didn't ship on Friday, and I couldn't get in touch with you guys quickly enough to change shipping, and.... you don't use FedEx but DHL :-). I guess that's the problems with assumptions. :eek:

Of course, I readily admit that the whole situation was exacerbated by my child-like impatience to get my hands on my new toy. <-- blushes and grins sheepishly :o

Thanks for your help/input on this.

- Mark

[MickeS]

Of course, I readily admit that the whole situation was exacerbated by my child-like impatience to get my hands on my new toy. <-- blushes and grins sheepishly :o

You took the words right out of my mouth. ;)

[David Platt]

My only experience with the TiVo store was less than ideal. I placed an order, and heard nothing for ten days. Not a 'your item is on its way"; not a "your item is delayed". Just nothing.

When I inquired about the status of my order, they said that the item was out of stock and would be arriving shortly. A couple of weeks later, the item finally shipped. It sure would have been nice if they had notified me of the delayed shipping instead of just saying nothing for ten days, not to mention the two weeks after that.

[mcukier]

Well, all I'll say is I will hesitate to do business with a store with no contact phone number in the future.

Not that anything went terribly wrong with my TivoCommunity Store experience (I'll reserve final judgment until my box is in-hand)... it's just that I think there are better offerings out there...

I will usually try and support small businesses wherever possible... but usually I'd expect BETTER customer service from small businesses........

mc

[ZeoTiVo]

you made an order and as far as we know now that order is being processed exactly within the agreement as set forth on the web site during the order process.

your complaints are
no way to call directly
offset by being able to post on the forum and get a direct dialog.

there was no mention of a number to call nor promise of that. I guess you can go back to big companies but supporting small businesses implies having some more patience as they are not staffed with people poised to respond 24/7 becasue they are ....well small

[mcukier]

you made an order and as far as we know now that order is being processed exactly within the agreement as set forth on the web site during the order process.

your complaints are
no way to call directly
offset by being able to post on the forum and get a direct dialog.

there was no mention of a number to call nor promise of that. I guess you can go back to big companies but supporting small businesses implies having some more patience as they are not staffed with people poised to respond 24/7 becasue they are ....well small

Actually, I very explicitly stated that there was no "problem" with my order-- so your rehashing of the fact that my order shipped 'on time", etc, was completely irrelevant. Furthermore, your assumption that there is an OFFSET of some sort (eg, if I raise a stink on the forums someone answers me eventually, vs. calling) is totally baseless. I am stating my opinion, and by my estimation calling and speaking with someone = good customer service. This, for me, is in no way offset by the presence of a forum where now I have to deal with people such as yourself commenting on my shopping preferences! :-)

Usually, small businesses deliver BETTER customer service-- from the small mom/pop hardware stores, restaurants, etc. So, yes-- I will deal with people with a phone number to call, who don't bill me 72+ hours before my order ships, etc. That's my choice; feel free to deal with whomever you like however.

As a side note, I work at a small tech firm (15 employees) and we have 4 phone lines; I'm an engineer and I ALWAYS take time out of my hectic day to speak with customers WHENEVER they call. I also occasionally take time out of my hectic day to make pointless posts on the TiVo Community forums.... such as this one.

[ZeoTiVo]

the only real problem was they charged your card too early - everything else was as stated. I beleive they answered your web inquiry with 24 hours?

you go from admitting your impatience in getting a new toy to arguing with someone who was just calrifying the whole situation as it is indeed a public forum with other readers.

everyone now is sure to notice tehre is no phone number and can make their own choice on that as well. Enjoy your S3

[mcukier]

you go from admitting your impatience in getting a new toy to arguing with someone who was just calrifying the whole situation as it is indeed a public forum with other readers.

Actually, you weren't clarifying-- you were inserting your own assumptions into your "summary". Which is where I took issue.

If you're going to offer your "thread summary services" to future posters (quite magnanimous of you, btw), you should probably stick to summarizing rather than editorializing... otherwise, don't be so surprised when people "argue with you for 'clarifying' the whole situation".

And, this is serving as a perfect example of PRECISELY why forums are not a substitution for phone services. *SIGH*

Incidentally, any place that charges a 15% restocking fee on returns is just unacceptable.