Why is it so hard to get the Multi Service disount!

[StrynBean]

I am soo frustrated with Tivo right now...and no one there seems to be able to help me!

I have 3 Tivo's

#1=3 year pre-paid plan
#2=was on a year plan, but it expired in October
#3= Receiving multi-service discount

My problem is with #2. I was told that it would qualify for the Multi service discount when they moved it to a month to month plan.

They switched it over, but I am still paying $14.95 (not a discount rate)

I just got off the phone with Tivo and I am PI$$ED! They gave me a run-around to why my 3 year pre-paid does not qualify...I asked them to show me written information on how it doesn’t qualify....they could not.

The CS Rep then tells me that I called 20 min ago and told the CS rep that I was going to cancel...I never did (THIS REALLY SET ME OFF!). I just told her I was frustrated because I am not getting the discount that I qualify for and I wish some one had told me this in the beginning. I then went to the service agreement page to see why my 3 year pre-pay would not qualify, and I found nothing written to that fact, so I called back.

She then tells me that I don't qualify because #2 is on a year plan....UMM you can see in my billing history that it was changed to monthly.....

Then she says she can see the comments on my account from last week and I should be getting the discount and she will send my case back to billing (or whatever) and that if I don't get the discount in a week I should call back. WTH?!?!?!

I am not a fan of Tivo right now.......

[ufo4sale]

Your not the only one.:mad: :((http://www.tivocommunity.com/tivo-vb/showpost.php?p=5694210&postcount=304

[StrynBean]

I think what irritated me the most is that when they could not find documentation on why my new Tivo would not allow me to get the discount rate on my other one....they moved to the other Tivo I have as the issue....smells fishy to me!

[JYoung]

Just out of curiosity, can you not make the changes on-line?

[StrynBean]

Just out of curiosity, can you not make the changes on-line?

Not that I could see.

[c3]

It's actually very simple. You have to activate at the MSD rate. If you activate at non-MSD rate, that unit will not get MSD even after the prepaid period is finished. You can cancel the unit and sign up again.

[StrynBean]

It's actually very simple. You have to activate at the MSD rate. If you activate at non-MSD rate, that unit will not get MSD even after the prepaid period is finished. You can cancel the unit and sign up again.

They did that for me...then their argument was that the 3 year pre-paid plan I have did not qualify me for the MSD. When I asked them where it is written that what I have didn't qualify me, they could not.

[Mikeyis4dcats]

my issue is that they do not notify you of a contract option when your prepaid runs out, and therefore I mistakenly paid 2 months of full price when I qualify for MSD.

Then I had to make 3 phone calls to get it correct, and was still charged both $16.95 AND $12.95 for the SAME unit for the SAME month. (You read that right, nearly $40 for this Tivo for the month of September.)

[wickerbill]

Tivo service used to be so easy to understand. You either paid $12.95/month for your first tivo and then $6.95/month for additional tivos or you got lifetime for $299. Now they have made it so complicated that their own employees can't even figure it out. Sounds like a real recipe for success when you're desperately trying to get new customers and keep your existing customers from switching to cheaper alternatives.

[Mikeguy]

Let alone, questionable advice from customer service reps (perhaps due to all the complications?). I recently was told by a rep. that I may freely transfer my Series2 lifetime subscription to another player, which my impression is, I may not. I think this is a factor of the very many permutations out there.

[ZeoTiVo]

Tivo service used to be so easy to understand. You either paid $12.95/month for your first tivo and then $6.95/month for additional tivos or you got lifetime for $299. Now they have made it so complicated that their own employees can't even figure it out. Sounds like a real recipe for success when you're desperately trying to get new customers and keep your existing customers from switching to cheaper alternatives.
no it is still simple and the OP should have gotten MSD on her #2 TiVo due to the #1 TiVo and its 3 year prepaid.

Either there was a glitch in the billing system and the CSR was just going with what the system was showing or else they used the system incorrectly, who knows, still it was not complicated until the CSR made it needlessly complicated and POed a customer.

Hope it works out correctly for the OP

[ZeoTiVo]

Let alone, questionable advice from customer service reps (perhaps due to all the complications?). I recently was told by a rep. that I may freely transfer my Series2 lifetime subscription to another player, which my impression is, I may not. I think this is a factor of the very many permutations out there.


same thing here. There are no permutations. If your Lifetime is older than 4 years then currently there is a deal to move it to an HD for 199$. Other than that. No current deals.