Be careful what you click for, you might just get it.

[Clark75115]

Here is what happened. I was looking at my account and the table that list my machines said “This DVR qualifies for a Multi-service discount”. I thought cool I can save some money.

I clicked on “Schedule a future plan”. Then I saw a table listing the plans, it showed $9.95 a month discount which is normally $12.95 a month. So I pick that one, clicked “Continue”. At that point it was too late. Because shortly after clicking “Continue” I looked at my billing history. I was only paying $6.95 a month! I just increased my monthly payment by $3 a month to $9.95 a month!

I was deceived. First why does the table say, I am eligible for a multi service discount when I already had one. Second why is the table so deceiving to make me think I normally pay $12.95 a month? TiVo you need to fix this.

I called 10 minutes after I made the mistake and found out that TiVo could not just cancel the order. After 5 phone calls, TiVo partially fixed the problem. I was still billed $9.95 for this month and now I am locked into another year of commitment. Hopefully someone at TiVo can see this and put everything back like it was. All it took me was one click, can’t the guys at TiVo click something too.

[recknod]

$6.95 is the old rate. the price was raised to 12.95 at some point. they had signed a contract for 6.95 for the old customers and they could not change that rate. the msd rate is $3.00 less then the normal rate so for most people it is a good deal. but for you taking the msd was a bad idea. in the future know what you have before you trade it:
:-P

[ZeoTiVo]

sounds like you had a month to month plan that did not need resubscribing. TiVo systems did not have a check for that and did not catch it and now the system does not have a reverse for the transaction short of eliminating all service.

So the person you spoke with did the best manual work around they could and set the price back to 6.95 a month going forward.


PS - the price has been 12.95 a month for quite some time.
originally MSD was 6.95 and was month to month
then contract times were introduced and the regular price tiered depending on length of time committed to. MSD was then defined as 3$ off the regular price -whatever that may be.

[Clark75115]

sounds like you had a month to month plan that did not need resubscribing. TiVo systems did not have a check for that and did not catch it and now the system does not have a reverse for the transaction short of eliminating all service.

Yes you are correct. It did not need resubscribing, so TiVo should not display "You qualify for a multi service discount." So by displaying this message and getting a higher rate after responding, TiVo is deceiving their customers so they can get low subscription prices to higher pricing. That may not be TiVo’s intent but if they don't fix it, it sure looks like their being deceptive. They are baiting the customers into changing with one simple click and making it very difficult to fix.

[ZeoTiVo]

They are baiting the customers into changing with one simple click and making it very difficult to fix.
so you were just not aware of how much you were paying? I went and looked at this out of curiosity. Indeed you can setup a future plan to kick in when the current plan is up. Nice feature if you have like a 3 year plan and want to lock in now or else make sure you do not forget about getting the MSD for it.

I did note on that screen with the Continue button - the current rate and start and end dates for the current plan are on the right of the screen beside all the plan options. They did try and give you all the details.

I agree though - a little check on current rate being lower than what they offer and no end date on plan to block bad choices would be a nice part of the process flow.

[msdonnelly]

While I realize you might get sucked in by the way the page is worded, it can also be a good deal. With three boxes and swapping around lifetime service, I had forgotten that my old series 2 was being billed at $12.95 a month after the anniversary of my series 3. When I visited the TiVo account page and saw the plans I was reminded to do something about the month to month fee and snagged a year for $99--not as good as $6.95 a month but better tha $12.95!