Why doesn't Tivo offer email support?

[aadam101]

I haven't called Tivo in quite a few years because every time I have called them it has taken at least 30 minutes to get something very simple done. It seems to me that it would be much easier if they just offered some kind of email support.

My company's customer support department gets between 6000-10,000 calls per day. We have an email support department as well. I'm not sure how many emails we get but we only have ONE person who answers them. It is much cheaper than having to deal with it by phone.

I bought my first Tivo in August 2000. I have grown increasingly frustrated every year but I continue to stick it out until something better comes along.

I'm having an issue with changing my credit card. This has happened before but it usually does away when I hit refresh. I was able to change the credit card information on three of my Tivo's but for some reason I get this message on the fourth one.

We're sorry, you are not the billing contact for this TiVo Service Number, so you cannot change the credit card. If you feel you have received this message in error, please call TiVo Customer Support 1-877-367-8486

Obviously this message doesn't make any sense at all. The Tivo is on my account when I login. How can it not be mine?

[greg_burns]

Obviously this message doesn't make any sense at all. The Tivo is on my account when I login. How can it not be mine?

I am sure this is not the case for you, but I see all Tivos I've sold as well as my own listed under Manage My Account.

[JYoung]

I had a similar issue yesterday with my credit card as it was expiring.
The website wasn't accepting the new card properly.
I called TiVo as suggested in the message and was on the phone a total of....
(checks phone log)
3 minutes 7 seconds to get it straightened out.

[classicsat]

My guess is it is too easy to ask just any old question, hence they dumped email support in favor of their forum, which raises the bar a bit to ask questions, or possibly already provide the answer.

[scandia101]

for some reason I get this message on the fourth one.

We're sorry, you are not the billing contact for this TiVo Service Number, so you cannot change the credit card. If you feel you have received this message in error, please call TiVo Customer Support 1-877-367-8486

Obviously this message doesn't make any sense at all. The Tivo is on my account when I login. How can it not be mine?

What kind of subscription is on that tivo? lifetime or monthly?
Was it purchased new or used?

[flaminio]

It seems to me that it would be much easier if they just offered some kind of email support.

It would only frustrate users even more, as their emails go forever unanswered...

[bicker]

I do think that it is too easy to "dump" inquiries and concerns via email, and the act of making a telephone call, going through problem validation with a tech, etc., helps reduce the incidence of frivolous inquiry. A lot of companies, even high-tech companies, have re-thought their online presence and have curtailed or eliminated their use of email because of how low quality the input from that channel has become.

[CrispyCritter]

TiVo tried email support several years ago. It failed. A major reason was too many requests needed validation of the ownership of the TiVo, and that couldn't be done by email (the OP's need falls in this category). So people were sending in email requests and waiting a couple of days for a response, only to be told they had to call in. They tended to be understandably upset.

[aadam101]

What kind of subscription is on that tivo? lifetime or monthly?
Was it purchased new or used?

It's a monthly subscription. I am the only owner. This has happened before with this particular Tivo. Usually I hit refresh a few times and it goes away.

[aadam101]

TiVo tried email support several years ago. It failed. A major reason was too many requests needed validation of the ownership of the TiVo, and that couldn't be done by email (the OP's need falls in this category). So people were sending in email requests and waiting a couple of days for a response, only to be told they had to call in. They tended to be understandably upset.


I don't buy that reason one bit. My bank uses secured email and sends all kinds of account specific info to me.

I agree that this forum is better than email support would be but there are just some things that can't be fixed here.

[aadam101]

I am sure this is not the case for you, but I see all Tivos I've sold as well as my own listed under Manage My Account.

I didn't realize it worked this way. Is there a reason for this? That seems too complicated to me.