Need help canceling service with no fees

[blade89]

I have had Tivo for 2-3 years now.

First year, I got a Series 2 DVR and the next year I got a Tivo HD. Both were working just fine until a lightning storm took out the series 2. I deactivated that one and then I waited a month or 2 and called to get another refurbed one. That one was paid by my roommate who just moved out and I have only had it like 6 weeks. Now I need to cancel just that box and keep the HD one.

Apparently I didn't do change the service codes correctly and they say that I am now locked in for 12 months on that box. I called their customer support and they said that there is nothing they can do, no one has the power to alter this. When I told them that there HAS to be someone with the power to correct this, she referred me to the Corporate number, where no one picks up no matter what extention you dial.

My question is, who do I contact to get this 2nd box cancelled and not be charged anything? (or get charged for it but have them credit back the same amount like cell phone companies do)

I work for the Best Buy and sell these things constantly. I'd hate for Tivo to lose even more sales because of such an easy thing to fix.

[ZeoTiVo]

I work for the Best Buy and sell these things constantly. I'd hate for Tivo to lose even more sales because of such an easy thing to fix.

TiVo is correct in what they say. Under the TOS you owe the cancellation fee. You deactivated the first TiVo series 2. after a few months you bought another one and activated it. That means you start a 12 month contract on the second one as the first sub was history and has no bearing on the new subscription. the correct procedure is to keep the first sub active, then get a new box and change the TSN for that first and only active sub to the TSN of the new box.

Not really making the impression that asking a Best Buy employee for advice is a good idea, are you?

[pilotbob]

When I told them that there HAS to be someone with the power to correct this, she referred me to the Corporate number, where no one picks up no matter what extention you dial.


I would wait until next week and try to call back. Many companies are closed today due to the new year holiday.

BOb

[blade89]

Not really making the impression that asking a Best Buy employee for advice is a good idea, are you?


The first line that I got from Tivo was never under contract and was at a discounted rate. I assumed that this would still hold true on all lines under that account.

[ZeoTiVo]

The first line that I got from Tivo was never under contract and was at a discounted rate. I assumed that this would still hold true on all lines under that account.

your assumption was wrong, the fact that a Tivo sub now brings at least a 1 year contract is clearly stated all over the TiVo website. A little research before going to the store to buy goes a long way in not making bad purchasing decisions.

But sure go ahead and give out advice to all your customers on how wrong TiVo was in your experience.

[scandia101]

your assumption was wrong, the fact that a Tivo sub now brings at least a 1 year contract is clearly stated all over the TiVo website. A little research before going to the store to buy goes a long way in not making bad purchasing decisions.

But sure go ahead and give out advice to all your customers on how wrong TiVo was in your experience.

Or better yet, how about a little research before he sells them and passes on bad information resulting in more customers making mistakes and blaming TiVo for them.

[blade89]

I'm aware that there is a contract with everything tivo sells to the standard customer.

My account that was setup through tivo did not because of the accomidation from best buy.

Back on topic:
I still need to get a name or number to assist me with my request.

Thank you.

[ZeoTiVo]

I'm aware that there is a contract with everything tivo sells to the standard customer.

My account that was setup through tivo did not because of the accomidation from best buy.

Back on topic:
I still need to get a name or number to assist me with my request.

Thank you. Oh well why didn't you say your account was special. Perhaps you should be finding out who in Best Buy handles this special accomodation then. This is a public TiVo forum not affiliated with TiVo inc.

[moonscape]

I'm aware that there is a contract with everything tivo sells to the standard customer.

My account that was setup through tivo did not because of the accomidation from best buy.

Back on topic:
I still need to get a name or number to assist me with my request.

Thank you.

if best buy has a special arrangement with tivo, then you should look to them for who they deal w/ at tivo for this special deal.

we're just 'standard' folk here.

[redtape]

Or, said another way, we don't work for TiVo.

[blade89]

It'd be nice if all the TiVo aficionado's could help me with this. I was hoping for a referral to someone that does work for TiVo from this community. Up until now I have never had an issue that wasnt easily resolved.

None of you vets of these boards knows someone that I could email/PM that would be able to help?

Thanks again

[scandia101]

Maybe you'd have more luck here if you could better explain why you are so special that the rules shouldn't apply to you.

[blade89]

somehow I activated instead of swapped service. My old one broke, and I was trying to replace it, not start a 3rd box. I've only had it for 45 days. I make things happen to satisfy customers on a daily basis that are outside of policy at my work. I know it can be done... I'm just asking for the same.

[chip_r]

I make things happen to satisfy customers on a daily basis that are outside of policy at my work. I know it can be done... I'm just asking for the same.With not understanding TOS for Tivo and working for a retailer that allows customers to sign up for cell phone service, DirectTV, ISPs, TiVo, and extended warranties, I could believe this.

I'm sorry but many consumers have dealt with improperly educated sales people and have (literally) paid the price. Regardless of what you're told, assume, etc, you're ultimately responsible for "the fine print". No matter how bold it is.

Complain, threaten, escalate, state that you're special to a Tivo CSR and you might get your way. Unfortunately posting your affiliation with a retailer doesn't help. How about taking this as an opportunity to better understand some of the plans sold by BB?

[ZeoTiVo]

. Both were working just fine until a lightning storm took out the series 2. I deactivated that one and then I waited a month or 2 and called to get another refurbed one.

Apparently I didn't do change the service codes correctly and they say that I am now locked in for 12 months on that box. I called their customer support and they said that there is nothing they can do

I work for the Best Buy and sell these things constantly. I'd hate for Tivo to lose even more sales because of such an easy thing to fix.

somehow I activated instead of swapped service. My old one broke, and I was trying to replace it, not start a 3rd box.

By your own posts you clearly stopped service on the first one then after 30 days or more you bought a refurb and started NEW service on it. No actions on the part of TiVo caused any of this and you should have called TiVo when the first DVR went down*.

Then you come to a TiVo user forum and threaten to bad mouth TiVo in your Best Buy store if TiVo won't fix YOUR mistake. Sorry but your approach is just all wrong.


* For the record TiVo will go outside policy for loyal customers. I had a DT that took a lightning hit and lost all USB and Ethernet. I called TiVo and explained I would have to stop service on the DVR due to lightning damage. They checked their records and saw I was month to month on this TiVo - that I had 6 under contract - and immediately offered to help a loyal customer by sending me a Refurb DT free of charge to swap in for the broken one which was out of warranty and broken through no fault of Tivo or its design. I did not have to find any special person, just be a loyal customer versus one threatening to bad mouth TiVo if they did not cave in to my demands.

[Adam1115]

Try filing a better business bureau complaint, explaining what happened and that you feel TiVo should make an exception for you.

In my experience this can cut through the CSR red tape to get someone who can help...

[blade89]

Then you come to a TiVo user forum and threaten to bad mouth TiVo in your Best Buy store if TiVo won't fix YOUR mistake. Sorry but your approach is just all wrong.


At no time did I threaten to bad mouth anyone. I was talking about myself having to switch to a different company.

Best Buy strongly enforces to their employees at no time should we ever disparage a vendor or competitor. That would be against our main values.

I guess the "Nordstrom" model of customer service doesn't really apply anywhere except Best Buy Mobile and Nordstrom.
I'll be the first to admit that there is a vast difference in what kind of service you get from store to store, but the philosophies are still sound.

The main thing I'm irritated about is being told that no one has the power to correct this, even though it was a mistake on my part. Being in retail myself, that is completely false. Someone CAN do something, even though they may not be willing to.

[scandia101]

I work for the Best Buy and sell these things constantly. I'd hate for Tivo to lose even more sales because of such an easy thing to fix.

At no time did I threaten to bad mouth anyone. I was talking about myself having to switch to a different company.

You'd quit your job because of something that has nothing to do with BB and worst case scenario would cost you $129.50?

[blade89]

You'd quit your job because of something that has nothing to do with BB and worst case scenario would cost you $129.50?

I meant DVR company

[scandia101]

I meant DVR company

Oh, so you think that any Tivos you purchase or don't purchase in the future would be significant to TiVo. You really do think you're special.

[ZeoTiVo]

I meant DVR company

no, you clearly implied you would bad mouth TiVo while on the Best Buy clock and are now backing off of your initial tone since you now realize you are asking for something outside normal policy. However you are weaseling off that initial tone versus just manning up and apologizing for your initial rant.


So what legit reason would you give for someone to "correct" this?

[blade89]

My aplogies for thinking this was a vaild avenue to request support.

The people that responded with actual helpfull actions, thank you.

The others that have responded clearly have no intention of assisting me with my issues.

Moderators: Please lock this thread as no resolution is being presented and any further responses will be inane, trolling or flaming in nature.

Thank you.

[ZeoTiVo]

Moderators: Please lock this thread as no resolution is being presented and any further responses will be inaine (http://www.surrealcorner.com/Gallery/pages/Ass-inaine.html), trolling or flaming in nature.

priceless

[blade89]

and my prior post is vailidated...

[randyf]

Blade:
you CAN ask for help here, but you can never NEVER say anything remotely negative about TiVo. Either the company, OR the box.

If you just remember these simple rules, you'll be okay.

1. Whatever problem you're experiencing, it is NOT TiVo's fault.

2. If your problem IS caused by TiVo, see rule #1

[ZeoTiVo]

Blade:
you CAN ask for help here, but you can never NEVER say anything remotely negative about TiVo. Either the company, OR the box.

If you just remember these simple rules, you'll be okay.

1. Whatever problem you're experiencing, it is NOT TiVo's fault.

2. If your problem IS caused by TiVo, see rule #1

yes, because saying you work in Best Buy and can cause TiVo more lost sales simply because you made a mistake and are now caught in a legitimate policy of the company is just TiVo Inc's fault and a completely defensible position. :rolleyes:

Gosh what member of a TiVo forum would not be thrilled at such a post, but nay, it is the responders fault all the way for finding issue with the following
I work for the Best Buy and sell these things constantly. I'd hate for Tivo to lose even more sales because of such an easy thing to fix.
certainly the person who posted such is simply a blameless victim and we should all just look on in silent admiration at his courageous stand. I am sure Best Buy executives are all looking on proudly.


sarcasm translation
If the poster had just stated his mistake and indeed simply asked for help in what to do about it without the Best Buy bully tactic then the thread would have gone down a different path.

[lew]

somehow I activated instead of swapped service. My old one broke, and I was trying to replace it, not start a 3rd box. I've only had it for 45 days. I make things happen to satisfy customers on a daily basis that are outside of policy at my work. I know it can be done... I'm just asking for the same.

Tivo sold you a refurbished unit. Doesn't that start a 12 month comittment, even if you're only "doing a swap"?

Not trying to be sarcastic--Do you have some kind of "special" BB employee account that lets you subscribe to tivo without a comittment?

Otherwise I'd see if tivo will reduce your penalty, possibly if you return the refirbished unit.

[blade89]

sarcasm translation
If the poster had just stated his mistake and indeed simply asked for help in what to do about it without the Best Buy bully tactic then the thread would have gone down a different path.

That may be.

I would wait until next week and try to call back. Many companies are closed today due to the new year holiday.

BOb

Using Bob's advice, Executive support was able to resolve this issue with no hassle at all. The DT is cancelled, no cancellation fee's and no mention of really any opposition to this request.

THANKS BOB!!

[ZeoTiVo]

That may be.



Using Bob's advice, Executive support was able to resolve this issue with no hassle at all. The DT is cancelled, no cancellation fee's and no mention of really any opposition to this request.

THANKS BOB!!

and for the record I am fine that TiVo resolved this in your favor once you called in when it was not a Holiday time. The thing that had my hackles up in this thread all along was the idea that you would cost TiVo sales at your Best Buy if they did not resolve this for you.

You can take the high road all you want but you had that in your first post and frankly did your employer and associates a disservice by that post.

Switch it around and think of BB customers who threaten to take all their business elsewhere and what you thought of those customers versus one who states the problem and expected resolution in a straightforward way.