TIVO has the worst customer service

[Twelve ninety 5]

How desperate is TIVO for money. After years of service with TIVO I get a letter telling me, I could be charged a cancellation fee because my credit card was denied. My credit card was denied because the bank changed the expiration date. Something that was a mistake which was easy to fix. Once I contacted customer service to clear the matter up they said I still owed the monthly fee but the part about charging me early cancellation was incorrect and something they send out to 90 percent of those who fall behind. The monthly fee is billed in advanced and I did not receive a full months service because they canceled my account after the card was denied. A customer service rep speaking for her supervisor offers me 5 days of service. Another customer service rep says it's only 86 cents which means I have two employees of the company admitting that I am being charged for something I didn't receive, and the corporate office tells me the customer service reps were confused.

Paying for service for years means nothing. This customer service is worst than airlines, cell phones and any other bad customer service that exists.

[NebAv]

I have to agree, you would think they would have apologized to you and given you a free month. I told the CS that I was on with that I was going to post here about the poor service I received in hope of saving others the same fate. She just said, "You are free to do what you wish". Then they give you a survey to ask how you liked the CS. I have my own business, and I try to make my clients happy, so they want to stay with me. They must have too many clients at Tivo.

[scandia101]

Your bank F-ed up and your whining about TiVo?

[Twelve ninety 5]

Thank you NebAV your business is the kind I would stay with.

[Twelve ninety 5]

No my bank didn't charge me for services I didn't receive. scandia101 can you read because it's obvious you don't know how to communicate.

[JoeTaxpayer]

Your bank F-ed up and your whining about TiVo?

I have very few things auto charge on a credit card, too much to remember them all and update the accounts when the cards are re-issued. I went from a dozen or so down to 2 for this reason. This is user error.

[scandia101]

No my bank didn't charge me for services I didn't receive. scandia101 can you read because it's obvious you don't know how to communicate.

I can read just fine.
your bank f-ed up
Tivo stopped service because of the banks mistake.
bank fixes mistake
Tivo charges you for a full month of service even though you didn't get a full month of service because your bank f-ed up.
During which time, you were not paying attention to your finances to know that there was a problem to minimize lost Tivo time.

[Twelve ninety 5]

It is not user error when they are charging me for a service I didn't receive. Had another company charging me on the same card and when the exp date changed they just cut the service off they didn't try to get an extra month.

[scandia101]

I have very few things auto charge on a credit card, too much to remember them all and update the accounts. I went from a dozen or so down to 2 for this reason. This is user error.

No.
Tivo tried charging the card but the bank said the expiration date didn't jive so service on the account was stopped.
That's what caused the problem. If the OP checked the cc account every five minutes, it would have still happened.

The fact that it happened is because of the bank.
The length of time before anything was done, now that's on the OP.

[Twelve ninety 5]

No banks are suppose to change the exp date that's why it is on there and called EXPIRATION DATE. See how that works ? No Tivo bills a month in advance if they canceled the account when the card was denied they could not charge me for a month I didn't receive. Do you understand logic and reason ?

[jay0k]

"Logic and reason" is hard to comprehend when proper grammar and sentence structure isn't used.

This is a common issue. Your debit/check/credit card expired and you didn't update the one on file with Tivo. Tivo tried charging a card that was no longer valid. It's your fault. You should of known your card was about to expire and when the new one came in updated all accounts that auto-debit that account.

All Visa and MasterCard check cards expire. They are used like normal credit cards.

So you think you should get a full month of free service for a mistake either made by you or your bank? They offered you a 5 day credit which probably amounts to the time you lapsed in service.

[steve101]

I had a completely different experience when my cc was renewed
and I failed to update my tivo account.
When Tivo tried to bill and it failed, I got an immediate email from
Tivo explaining what had happened. I then updated the account
the following day to the new expiration date. I guess that Tivo
automatically rebilled because when I checked the account the
following day it had been paid.
I had no service interruption and no need to call a CSR.

[ZeoTiVo]

My credit card was denied because the bank changed the expiration date. Something that was a mistake which was easy to fix.
OK, either some CSR is giving out this forum to everyone who calls in or else we have a troll who is just pumping in CSR hassle after CSR hassle. I put money on someone who is just pissed at Tivo or the forum about something.


I really do not buy that some bank changed the expiration date on a credit card.
Plus TiVo always emailed me with any billing issues

[Twelve ninety 5]

Proper grammar and sentence structure doesn't matter when you are talking to a Tivo stan

No stan I don't believe I should get full month of free service, I believe Tivo should have canceled the service when the card was denied instead of keeping the service on less then month and charging me for a full month.

No stan they offered me 5 days because I didn't get the full month. They kept the service on for two weeks after the card was denied.

[Twelve ninety 5]

OK, either some CSR is giving out this forum to everyone who calls in or else we have a troll who is just pumping in CSR hassle after CSR hassle. I put money on someone who is just pissed at Tivo or the forum about something.


I really do not buy that some bank changed the expiration date on a credit card.
Plus TiVo always emailed me with any billing issues


Drop the paranoia CSR did not give me anything. I have had TIVO for years and I knew about this forum. Everything I posted is true. I never knew the customer service department was this bad.

[ZeoTiVo]

Drop the paranoia CSR did not give me anything. I have had TIVO for years and I knew about this forum. Everything I posted is true. I never knew the customer service department was this bad.

Perhaps unrelated to you - but this is without exaggeration - the 4th thread Today about bad CSR, and like the 11th one the past two weeks. A pattern that was NOT happening before now. - all with exceptional issues versus the usual things you might see from a CSR gone bad call.

So I only have a gut feeling and no idea about you or what not, just wondering out loud at the sudden spate of these.

[smak]

Proper grammar and sentence structure doesn't matter when you are talking to a Tivo stan

No stan I don't believe I should get full month of free service, I believe Tivo should have canceled the service when the card was denied instead of keeping the service on less then month and charging me for a full month.

No stan they offered me 5 days because I didn't get the full month. They kept the service on for two weeks after the card was denied.

So if TiVo cancelled your service like you wanted them to do, you certainly wouldn't have come here and screamed how Tivo cancelled your service, and you missed a ton of recordings, and why couldn't they give you time to fix it.

That wouldn't have happened right?? :rolleyes:

-smak-

[Twelve ninety 5]

Perhaps unrelated to you - but this is without exaggeration - the 4th thread Today about bad CSR, and like the 11th one the past two weeks. A pattern that was NOT happening before now. - all with exceptional issues versus the usual things you might see from a CSR gone bad call.

So I only have a gut feeling and no idea about you or what not, just wondering out loud at the sudden spate of these.


Maybe the customer service is that bad. When the person in charge at the corporate office says the CS was confused to cover for her, I can understand why multiple post would appear. When a customer is told he can't talk to a supervisor because they are all busy something is wrong.

[Twelve ninety 5]

So if TiVo cancelled your service like you wanted them to do, you certainly wouldn't have come here and screamed how Tivo cancelled your service, and you missed a ton of recordings, and why couldn't they give you time to fix it.

That wouldn't have happened right?? :rolleyes:

-smak-

No it wouldn't because I have a cable DVR so I wouldn't miss any recordings. I wasn't using the Tivo to record anything anyway.

[ciper]

Perhaps unrelated to you - but this is without exaggeration - the 4th thread Today about bad CSR, and like the 11th one the past two weeks. A pattern that was NOT happening before now.
I can confirm that TiVo CS has gone downhill.

My theory is that the economy has caused terrible moral at TiVo and many new rules put in place which limit the CSRs ability to keep the customer happy.

If another device existed with the same features as TiVo I would switch based on my recent support experience.

[smak]

No it wouldn't because I have a cable DVR so I wouldn't miss any recordings. I wasn't using the Tivo to record anything anyway.

Well, then surely you should get a huge refund, if you never recorded anything.

-smak-

[magnus]

WTF is that :eek:

No it wouldn't because I have a cable DVR so I wouldn't miss any recordings. I wasn't using the Tivo to record anything anyway.

[Twelve ninety 5]

Well, then surely you should get a huge refund, if you never recorded anything.

-smak-

Surely I didn't say I wanted a refund. Where did you read that ?

[Twelve ninety 5]

WTF is that :eek:

It's something better than TIVO

[magnus]

Well, that just proves that you're a troll. I think ZeoTivo is correct. :D

It's something better than TIVO

[SpiritualPoet]

TiVo should do as many other companies do: when it knows a customer's expiration date is approaching within 60 calendar days, a letter, call or Email message should be sent to the customer requesting the customer take action to update the expiration date on file before the account can't be billed. Perhaps someone can suggest that to TiVo.

[ZeoTiVo]

TiVo should do as many other companies do: when it knows a customer's expiration date is approaching within 60 calendar days, a letter, call or Email message should be sent to the customer requesting the customer take action to update the expiration date on file before the account can't be billed. Perhaps someone can suggest that to TiVo.

TiVo sent me the very type of email described here.

[WizarDru]

The whole tales seems odd. It's certainly at direct odds with my own similar experience a few months back.

My credit card info changed and I forgot to update the Tivo Account to reflect it. After the billing period came and failed, I found messages on BOTH of my TiVos pointing out my account was no longer in good standing and advising me to call, as well as an e-mail.

I contacted customer service and they were polite, friendly and sovled the problem almost immediately. No additional charges, no further problems. AFAIK, Tivo customer service is as good as it ever was.

[Twelve ninety 5]

Well, that just proves that you're a troll. I think ZeoTivo is correct. :D

Or it proves that you're a TIVO stan. My cable DVR did not come with a early termination penalty contract but TIVO does.

[Twelve ninety 5]

The whole tales seems odd. It's certainly at direct odds with my own similar experience a few months back.

My credit card info changed and I forgot to update the Tivo Account to reflect it. After the billing period came and failed, I found messages on BOTH of my TiVos pointing out my account was no longer in good standing and advising me to call, as well as an e-mail.

I contacted customer service and they were polite, friendly and sovled the problem almost immediately. No additional charges, no further problems. AFAIK, Tivo customer service is as good as it ever was.

Yes I'm sure anyone who has a bad experience with TIVO is just making it up since you represent every subscriber.

Did you skip over ciper's post ? What about NebAV ? Newsflash when a company starts using tactics that cell phone companies are backing away from it means the company is going down hill this includes the customer service dept.

[magnus]

That you know of. My Tivo does not come with any fees ever or early termination fee. Take that.

My cable DVR did not come with a early termination penalty contract