Shipping Update

TiVoPony · 09-18-2006, 06:35 PM

I know there has been too much confusion, and rather than bury this in one of the existing threads I'm starting a fresh thread so that everyone can find the information they need.

Apparently I was *almost* correct when I said that all orders placed by Friday 9am had shipped. There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.

That is why some of you have received a second confirmation email, but no tracking email yet. Those 200 orders are being shipped now, and each of those customers will be receiving a phone call from our support staff explaining the status of your order. We apologize for the delay, and as before, all shipping charges on these orders are being refunded.

We understand that when orders were initially placed there was some disappointment that shipping would not begin until Thursday. We appreciate that you went ahead and ordered from TiVo. The bulk of those orders did not ship on Thursday, but shipped on Friday instead. For those of you who had selected overnight shipping, that meant you would not receive the system on Friday, and would not have it for the weekend. We all know the anticipation of having a new toy for the weekend, and understand your frustration when our shipping dates slipped a day.

For those that had selected two-day shipping, those orders were upgraded to one-day delivery, and you should receive them on the day you expected (today).

If you had selected standard ground shipping, you also should expect to receive your system in the timeframe you were originally quoted.

In addition to the one day delay in shipping, a systems issue resulted in our support staff not having access to the latest shipping information, and our tracking number emails could not go out until the weekend. As a result we could not give you an accurate update on your order, even though they had shipped. Looking at the poll here I noticed that a surprising number of you called every hour (or every few hours) for an update.

We appreciate your business, and apologize for the challenges we faced the past few days. I know that some people have asked how to cancel their order. If you've gone out this weekend to purchase an S3 from retail, you can either refuse delivery of the system we've sent you, or if it's already been delivered, call us and we'll send you a return shipping label. Like I said, we understand the anticipation of having a new toy (and the entire weekend to play with it), and we won't fault you at all for grabbing one off the store shelves instead.

I hope this helps clarify where we are, and what you should expect. It hasn't been the smoothest start, but you'll soon be able to enjoy your new Series3.

Cheers,
Pony

[edit - fixed a typo]

zordude · 09-18-2006, 06:42 PM

The update is appreciated.

The biggest frustration on my end was not necessarily the delay in shipping (one of the lucky 200) it was the fact that no one had access to the real status.

Z

SCSIRAID · 09-18-2006, 06:42 PM

Thanks Pony.....

What about orders placed after 9am Friday (say Friday evening

) When would they be shipping?

NOD · 09-18-2006, 06:42 PM

Thank you (for both the info, and the fact that you're willing to put up w/ some of the responses that will certainly ensue).

Can't wait to get my s3 tomorrow.

DJM637 · 09-18-2006, 06:43 PM

Lucky me. Mine must have been one of those 200 orders, since I received a second order receipt yesterday.

TiVoPony · 09-18-2006, 06:43 PM

Quote:

Originally Posted by SCSIRAID

What about orders placed after 9am Friday (say Friday evening

) When would they be shipping?

They are shipping as expected...no delays there. Please let us know if you believe there is an issue with your order!

Thanks,
Pony

amjustice · 09-18-2006, 06:44 PM

Thanks for the update Pony, we still love you

amjustice · 09-18-2006, 06:45 PM

Quote:

Originally Posted by zordude

The update is appreciated.

The biggest frustration on my end was not necessarily the delay in shipping (one of the lucky 200) it was the fact that no one had access to the real status.

Z

Agreed, as long as mine gets here before my Friday CC apointment I will be keeping the box from Tivo, I would much rather give my business to tivo then to Best Buy even dispite all that has happened (I have one from Best Buy waiting here as a backup)

BTW I fear I am one of the 200 as well since I recieved a second confirmation today and have still not seen any tracking info

Sixto · 09-18-2006, 06:45 PM

Thanks Pony.

Nice professional explanation.

Yep, purchased from Best Buy on Friday. Installed & activated Friday. Had two days to get comfortable with the box and Cablecards were installed successfully on Sunday as planned (scheduled Sunday cable visit when tivo.com order was placed on Tuesday).

Today, received the second box (from tivo.com), called TiVo customer service, spoke to a very friendly and helpful CSR, received a full refund and return shipping label within minutes. Just dropped off the box at UPS and all is well.

BTW, the Series3 box is wonderful. All the features of the DirecTV HR10 plus. Family loves the Photo app and looking forward to MRV.

Thanks again!

talmania · 09-18-2006, 06:47 PM

Thanks for the update.

Guess I'm one of the lucky 200. With Comcast set for a noontime cablecard install tomorrow I hold small hope that my S3 will actually show up tomorrow morning.

Sounds like being one of the first 200 to order turned out to be a bad thing.

Here's hoping Tivo will have some lengthy meetings and come out with a detailed plan to address fufillment, order processing, and systems issues.

SystemJinx · 09-18-2006, 06:50 PM

Quote:

Originally Posted by amjustice

Thanks for the update Pony, we still love you

Indeed.

It's good to hear something official TivoPony.

Thank you.

Edit: I also received 2 order confirmations. One dated 9/12 and one dated 9/14. Does that make me one of the 200?

FireflyFan88 · 09-18-2006, 06:50 PM

Thanks for the update. It's a huge relief just to know what's going on even though I'm one of the "lucky 200".

RoanokeHokie · 09-18-2006, 06:51 PM

Quote:

Originally Posted by TiVoPony

Apparently I was *almost* correct when I said that all orders placed by Friday 9am had shipped. There were approximately 200 orders which had an error in their entry which prevented the shipment from happening. Each of those orders had to be reviewed by hand and re-entered into the system over the weekend.

Cold comfort to those of us who appear to be part of "the 200." The only difference in my confirmations is the amount of sales tax. It feels like we're being punished (through delayed shipment) for TiVo's mistake.

scott2244 · 09-18-2006, 06:52 PM

Pony:

Thanks for the update. I'm clearly one of the 200. Should I be concerned that when my data was manually re-entered, my first and last names were swapped? I also notice that in my second order summary (the one that was manually re-typed), the phone number field is blank. (On the original order summary, the phone number was there.)

I have yet to receive tracking information, a phone call, etc. When can we expect a call? Or, assuming that TiVo lost my phone number when they re-entered the order, what number should I call to try and straighten this out? (Preferably one without a 55 minute wait time?)

DJM637 · 09-18-2006, 06:52 PM

Quote:

Originally Posted by talmania

Thanks for the update.

Guess I'm one of the lucky 200. With Comcast set for a noontime cablecard install tomorrow I hold small hope that my S3 will actually show up tomorrow morning.

Sounds like being one of the first 200 to order turned out to be a bad thing.

Here's hoping Tivo will have some lengthy meetings and come out with a detailed plan to address fufillment, order processing, and systems issues.

I could not have been one of the first 200...maybe the last! I ordered on 9/12 at 10:59pm CDT. I didn't even receive the offer in my inbox unti 5:48pm.

TexasAg · 09-18-2006, 06:56 PM

Pony,

Thanks for everything (and for putting up with the abuse around here)!

I got my second order confirmation saying my "2 day" order from 9/12 had been placed on 9/14 (presumably when it was reentered). I still haven't gotten a shipping notification yet. Does this mean that my order shipped on Friday and the shipping notification is just late, or will it be shipped this week?

Just curious - I have a Fios CableCARD install scheduled for Friday.

baked · 09-18-2006, 06:56 PM

Thanks for the update Pony. I received an order confirmation last night (placed my order on Tuesday around noon, looks like the order was re-entered on 9/14/06 at about 3:30 PM) but haven't received shipping information yet - I assume I'm of one of the 200.

"We few, we happy few, we band of brothers. For surely, those who wait with me for our Series 3's shall henceforth be brothers."

Now Pony, can you kick Sony's butt and get them to ship my HDTV?

tunnelengineer · 09-18-2006, 06:58 PM

Thanks for the update Pony. I guess I was in the original 200, but still haven't receieved an additional order confirmation or any shipping info. Basically no update after the Thursday "we are sorry, we won't be shipiing anything until Friday" email. Should I be concerned?

Hellrot · 09-18-2006, 06:58 PM

No offense, but at this point I will believe it when I see it. Thus far in the S3 purchase process, the only information I have been given that has been later proven to be actually true is "your order has not yet been shipped".

diamar · 09-18-2006, 06:59 PM

One of the lucky 200 here, so it would seem.

Note that he didn't say the "first 200" orders, just that 200 seem to have gotten messed up. My order # was 3761xx, and it seems that unlucky series was cursed (based on some posts in the other threads).

I still find it fishy -- and annoying -- that my order status is still unavailable from anyone in CS (if they entered it over the weekend, why does it take so long to process?). And the fact that the website still says things will ship in 48 hours, yet the CSR can't tell me that the one I ordered last week will ship any time soon.

btwyx · 09-18-2006, 06:59 PM

Quote:

Originally Posted by TiVoPony

If you've gone out this weekend to purchase an S3 from retail,

That'd be me. If I'd known it was really going to be delivered today (it was), I probably could have held off. But with the lack of any credible information, I didn't want to end up without the S3 and all the stores had run out. The shipping confirmation finally arrived Saturday evening, as I was trying to get the lifetime transfer.

Quote:

if it's already been delivered, call us and we'll send you a return shipping label.

I'll take you up on that, if no one locally wants it instead. I expected someone to want it, the local shops seem to have dried up.

Gregor · 09-18-2006, 06:59 PM

Thanks for the update!

Mine would have gotten here today, but UPS left it in Philly. It should be here tomorrow.

shady · 09-18-2006, 07:01 PM

Pony,
thanks for the update.

Is there anything we need to do if the Shipping address in the 2nd order confirmation is not complete (mine is missing the apartment number)

baked · 09-18-2006, 07:02 PM

Quote:

Originally Posted by diamar

... 200 seem to have gotten messed up. My order # was 3761xx, and it seems that unlucky series was cursed (based on some posts in the other threads).

My order was in the 3760xx's

raober · 09-18-2006, 07:02 PM

Maybe I'm one of the 200 too. Thank you for the clarification Pony.

If we are one of "The 200," does this mean we will all gain special abilities...like being able to use TTG and MRV magically?

dsm363 · 09-18-2006, 07:02 PM

I'm one of the 200 too I guess. Have Friday appointment as well with Charter so I'm looking forward to getting it! Thanks.

ah30k · 09-18-2006, 07:05 PM

It wasn't just a new toy to play with. Some of us had installation of CableCARDS scheduled for the weekend and would have had to re-schedule them for God knows when.

While true this was only a one-day slip from the "policy" there was a clear expectation that you would have been ready to go on day 1.

tgewin · 09-18-2006, 07:07 PM

Quote:

Originally Posted by TiVoPony

For those that had selected two-day shipping, those orders were upgraded to one-day delivery, and you should receive them on the day you expected (today).

Thanks for the update, although I'm not sure you're entirely right about the quoted part. I ordered mine at 12:08 EDT on 9/13, so still 9/12 in all time zones but my own, and it is scheduled for delivery tomorrow. I ordered 2-day shipping. It shipped 2-day on Friday.

That quibble aside, I really look forward to setting this box up tomorrow, and I'm not personally put-off by any of this "fiasco." I've seen much worse crap happen with a major product launch, and it's just a toy anyway. So, vive Tivo!

Ames · 09-18-2006, 07:09 PM

Thanks for a the update. A couple of things.

I would have paid for 2nd day if I had any indication that the "48 shipping" window was so wrong. Now I'm stuck as a ground person with a cable company installer appointment on Wednesday.

More importantly you say that tracking number emails went out over the weekend. I ordered mid-day Tuesday. On Sunday night I received a second order confirmation. No tracking number.

Luckily for me I ordered from Circuit City. They estimated a Wednesday arrival. Got my tracking number just now and it will be here Tuesday. Now that's a good online order system.

I'm going to refuse delivery when my S3 from Tivo shows up. Please tell me I won't have to call and fight for a full refund.

DCIFRTHS · 09-18-2006, 07:11 PM

Pony,

Great information, and kudos for airing it on the forum