Grandfathered S1 to S3 denied!

szohn · 09-21-2006, 04:16 PM

I just got of the phone with a CSR, I was told that the grandfather clause for my S1 purchased in 1999 was not eligible to transfer to a S3. He indicated because the S3 is a dual tuner and mine is a single tuner it does not apply.

After mentioning KB 09-07-04, he did indicate it was eligable to transfer to another box, just not an s3. Can anyone who has used their grandfather clause to transfer to an S3 give me some tips on how you did it?

(i'm not talking about the VIP program, I'm referring to transfers with regards to
KB code 09-07-04 )

TIA

TexasAg · 09-21-2006, 04:18 PM

Quote:

Originally Posted by szohn

I just got of the phone with a CSR, I was told that the grandfather clause for my S1 purchased in 1999 was not eligible to transfer to a S3. He indicated because the S3 is a dual tuner and mine is a single tuner it does not apply.

After mentioning KB 09-07-04, he did indicate it was eligable to transfer to another box, just not an s3. Can anyone who has used their grandfather clause to transfer to an S3 give me some tips on how you did it?

(i'm not talking about the VIP program, I'm referring to transfers with regards to
KB code 09-07-04 )

TIA

Call back and talk to someone else. He's wrong.

Sirshagg · 09-21-2006, 04:20 PM

CSR roulette.

I'd also suggest getting names of those that deny it since the Tivo folks that hang out here will want ot "correct" CSR's who don't know better.

Aiken · 09-21-2006, 04:20 PM

Quote:

Originally Posted by TexasAg

Call back and talk to someone else. He's wrong.

That would be rule #2 of talking to CSRs.

Rule #1: Ask for their supervisor.

TiVoJerry · 09-21-2006, 04:36 PM

Sorry to hear this happened. Please do try again and ask for a supervisor if you truly qualify and are denied.

If you wouldn't mind, please send me a PM with your case info and I'll try to make sure the agent is mentored.

Bierboy · 09-21-2006, 04:37 PM

"mentored'....I love it....

TiVoJerry · 09-21-2006, 04:40 PM

Quote:

Originally Posted by Bierboy

"mentored'....I love it....

szohn · 09-21-2006, 04:54 PM

Thank you everyone. The CSR has said he spoke with a supervisor. I have called back and got it straightened out.

greg_burns · 09-21-2006, 05:03 PM

The Ninja strikes again!

tunnelengineer · 09-22-2006, 06:14 AM

"mentored" = beat senseless with a tivo plushy.

GoHokies! · 09-22-2006, 06:28 AM

Quote:

Originally Posted by tunnelengineer

"mentored" = beat senseless with a tivo plushy.

In the Navy we refer to that as counseling, as in "fan room counseling".

(fan rooms are small out of the way spaces, usually locked, that allow sailors to sleep with one another and/or beat one another senseless

).

Glad to see things get made right!

Franco · 09-22-2006, 08:34 AM

Quote:

Originally Posted by GoHokies!

In the Navy we refer to that as counseling, as in "fan room counseling".

(fan rooms are small out of the way spaces, usually locked, that allow sailors to sleep with one another and/or beat one another senseless

).

This major TMI moment brought to you by GoHokies!.

phox_mulder · 09-22-2006, 12:57 PM

Quote:

Originally Posted by GoHokies!

In the Navy we refer to that as counseling, as in "fan room counseling".

Attitude Adjustment.

When I worked in the the Restaurant biz, it was 10 minutes in the walk in freezer.

phox

smak · 09-22-2006, 06:56 PM

Quote:

Originally Posted by Bierboy

"mentored'....I love it....

They don't even allow that in the Geneva Conventions

-smak-

megazone · 09-22-2006, 09:04 PM

And for sysadmins, it is LARTing - where LART is Luser Attitude Readjustment Tool.

peet · 09-22-2006, 10:41 PM

Asking for a supervisor doesn't always help. My CSR WANTED to help, but couldn't - said sup probably coud. Supervisor was a total jerk. For some reason my S1 shows as registered just after the 1/2000 deadline - even though it was bought in 99. I'm fuming right now. Six years later, I have no proof.

Screw all this tivo nonsense - Bittorrent! free of charge, free of commercials, slight legal issue though.

megazone · 09-22-2006, 10:45 PM

Quote:

Originally Posted by peet

Six years later, I have no proof.

If it is on your account, right in the account info it has the billing dates and such.

mikebridge · 09-22-2006, 10:49 PM

Quote:

Originally Posted by peet

Asking for a supervisor doesn't always help. My CSR WANTED to help, but couldn't - said sup probably coud. Supervisor was a total jerk. For some reason my S1 shows as registered just after the 1/2000 deadline - even though it was bought in 99. I'm fuming right now. Six years later, I have no proof.

Screw all this tivo nonsense - Bittorrent! free of charge, free of commercials, slight legal issue though.

the grandfather clause applies to people who bought lifetime on their unit before X date, not simply purchased a tivo unit before X date, IIRC

dswallow · 09-22-2006, 10:49 PM

Quote:

Originally Posted by peet

Asking for a supervisor doesn't always help. My CSR WANTED to help, but couldn't - said sup probably coud. Supervisor was a total jerk. For some reason my S1 shows as registered just after the 1/2000 deadline - even though it was bought in 99. I'm fuming right now. Six years later, I have no proof.

Screw all this tivo nonsense - Bittorrent! free of charge, free of commercials, slight legal issue though.

You had to have paid for it, right? Check your credit card or checking account records to find out when you paid for the service.

Didn't they come with a few weeks of trial service back then? So you might have bought it in late 1999 and used it but not bought lifetime until after 1/1/2000.

szohn · 09-23-2006, 07:13 AM

Quote:

Originally Posted by peet

Asking for a supervisor doesn't always help. My CSR WANTED to help, but couldn't - said sup probably coud. Supervisor was a total jerk. For some reason my S1 shows as registered just after the 1/2000 deadline - even though it was bought in 99. I'm fuming right now. Six years later, I have no proof.

Screw all this tivo nonsense - Bittorrent! free of charge, free of commercials, slight legal issue though.

Has your machine been replaced? In my case, my original S1 had the modem replaced by tivo twice, and they transferred the lifetime incorrectly which caused part of the original confusion.

Jim Cook · 09-30-2006, 10:49 AM

I'm on the phone right now with a Tivo CSR who absolutely continues to insist that NOBODY GETS to transfer their Lifetime Service for free (Grandfather). I mention the code, he knows nothing about it.

He absolutely is insisting. Now I'm on hold while he is "checking" somewhere.

WARNING: If you don't push back hard, many people may be forced to spend $199 that they don't have to. The only way you would really know about the Grandfather clause after 7 years is this board.....I wonder how much money Tivo is making off of people that don't read this board

TIVO: PLEASE TRAIN YOUR CSR's BETTER! WRITE A MEMO AND MAKE SURE ALL YOUR CSR's HAVE IT IN THEIR MANUAL.

After all the research and getting the actual KDB code, i can't believe I have to endure this.

TivoJerry....I think you need another "intervention"!

jfh3 · 09-30-2006, 03:05 PM

Quote:

Originally Posted by Jim Cook

I'm on the phone right now with a Tivo CSR who absolutely continues to insist that NOBODY GETS to transfer their Lifetime Service for free (Grandfather). I mention the code, he knows nothing about it.

He absolutely is insisting. Now I'm on hold while he is "checking" somewhere.

WARNING: If you don't push back hard, many people may be forced to spend $199 that they don't have to. The only way you would really know about the Grandfather clause after 7 years is this board.....I wonder how much money Tivo is making off of people that don't read this board

TIVO: PLEASE TRAIN YOUR CSR's BETTER! WRITE A MEMO AND MAKE SURE ALL YOUR CSR's HAVE IT IN THEIR MANUAL.

After all the research and getting the actual KDB code, i can't believe I have to endure this.

TivoJerry....I think you need another "intervention"!

No need - if you have the KDB memo number, just ask for a supervisor if the CSR doesn't know how to pull it up. And get a case number.

craigslist · 10-01-2006, 12:33 PM

Quote:

Originally Posted by Jim Cook

I'm on the phone right now with a Tivo CSR who absolutely continues to insist that NOBODY GETS to transfer their Lifetime Service for free (Grandfather). I mention the code, he knows nothing about it.

He absolutely is insisting. Now I'm on hold while he is "checking" somewhere.

WARNING: If you don't push back hard, many people may be forced to spend $199 that they don't have to. The only way you would really know about the Grandfather clause after 7 years is this board.....I wonder how much money Tivo is making off of people that don't read this board

TIVO: PLEASE TRAIN YOUR CSR's BETTER! WRITE A MEMO AND MAKE SURE ALL YOUR CSR's HAVE IT IN THEIR MANUAL.

After all the research and getting the actual KDB code, i can't believe I have to endure this.

TivoJerry....I think you need another "intervention"!

so how did it go at the end, did they transfer with no fee

Mako · 10-01-2006, 02:37 PM

Damn I want my lifetime membership grandfathered.

Seems I bought my Series 1 a few months after the grandfather clause. If it were not for the cost of $199 to move my lifetime membership to the S3, I would buy one. As it stands... i cannto justify $1000 for the S3 and transfer of my lifetime membership.

TiVoJerry · 10-01-2006, 06:06 PM

Quote:

Originally Posted by Jim Cook

I'm on the phone right now with a Tivo CSR who absolutely continues to insist that NOBODY GETS to transfer their Lifetime Service for free (Grandfather). I mention the code, he knows nothing about it.

He absolutely is insisting. Now I'm on hold while he is "checking" somewhere.

WARNING: If you don't push back hard, many people may be forced to spend $199 that they don't have to. The only way you would really know about the Grandfather clause after 7 years is this board.....I wonder how much money Tivo is making off of people that don't read this board

TIVO: PLEASE TRAIN YOUR CSR's BETTER! WRITE A MEMO AND MAKE SURE ALL YOUR CSR's HAVE IT IN THEIR MANUAL.

After all the research and getting the actual KDB code, i can't believe I have to endure this.

TivoJerry....I think you need another "intervention"!

According to the not only the date of your subscription, but older case data, you were a monthly subscriber until 03/02. Your billing option was changed online at that time. This would account for the first call date of your unit being much sooner than that of the Lifetime subscription.

Also according to our records, the credit card on file was changed only two months before switching to Lifetime service. Our system will not take a credit card update unless the subscription is for a recurring charge, such as your monthly service.

I'm sorry you experienced confusion during your call, but the agent is correct in stating that you do not qualify for the grandfather clause transfer.

jfh3 · 10-01-2006, 08:18 PM

Sounds like someone owes Tivo an apology ...

An example of when the customer isn't always right ...

cosmo · 10-01-2006, 10:40 PM

Is the lifetime transfer deal from the S1 to the S3 good for someone (me) who has a S1 DirecTV TiVo combo box?

TiVoJerry · 10-01-2006, 10:47 PM

Quote:

Originally Posted by cosmo

Is the lifetime transfer deal from the S1 to the S3 good for someone (me) who has a S1 DirecTV TiVo combo box?

Unfortunately, no.

Jim Cook · 10-02-2006, 12:10 AM

Indeed I was wrong about my dates and I do apologize to this board for going off a bit. In the end, TivoJerry helped me out in a private message..he's awesome.

The main reason I wrote my original rant, however, was to point out that the rep was claiming there was no Grandfather Program at all (regardless of my purchase/activitation dates). That's right, inside of Tivo CS, there appear to exist pockets of "Grandfather Clause, never heard of it?"

This particular rep was supremely confident the program didn't exist. I insisted, he insisted, we went back/forth..and then I was on hold for a long time. I really had to push back quite hard. If you re-read my original post, you'll get a better flavor of why I was posting and in there I was admitting my confusion (having to check my credit card dates (which Jerry ultimately helped with).

In the end, it's still an important post so that other knows that 1) the Tivo reps still aren't trained well and 2) you better come well armed with this KDB memo (the rep had never heard of the memo and didn't know where to find it) if you want to try to get a Grandfather clause through.

Quote:

Originally Posted by jfh3

Sounds like someone owes Tivo an apology ...

An example of when the customer isn't always right ...

Timber · 10-02-2006, 12:30 AM

Quote:

Originally Posted by Jim Cook

Indeed I was wrong about my dates and I do apologize to this board for going off a bit. In the end, TivoJerry helped me out in a private message..he's awesome.

The main reason I wrote my original rant, however, was to point out that the rep was claiming there was no Grandfather Program at all (regardless of my purchase/activitation dates). That's right, inside of Tivo CS, there appear to exist pockets of "Grandfather Clause, never heard of it?"

This particular rep was supremely confident the program didn't exist. I insisted, he insisted, we went back/forth..and then I was on hold for a long time. I really had to push back quite hard. If you re-read my original post, you'll get a better flavor of why I was posting and in there I was admitting my confusion (having to check my credit card dates (which Jerry ultimately helped with).

In the end, it's still an important post so that other knows that 1) the Tivo reps still aren't trained well and 2) you better come well armed with this KDB memo (the rep had never heard of the memo and didn't know where to find it) if you want to try to get a Grandfather clause through.

Sounds like its the customer that wasn't trained well. YOU had the dates messed up. YOU harassed ("had to push back quite hard") the rep. YOU are the one who posted their errors online. Sounds like the only thing YOU did right was to agree that YOU screwed up but no apology to TiVo, just to this board. Interesting.

-=Tim=-