so, I'm new to Tivo, I wanted to get it for my parents as a gift for christmas, and a little bit later I thought I'd pick one up for myself. I thought it would be easier to do this online (silly me) and have one shipped to my parents house (about 14 hours away from me) and one to me. When I ordered their box/service plan, I prepaid for a year of service. Then I ordered mine, and got the same box with a monthly payment plan. Somehow both dvr's got activated under the same account (theirs, so I'm not the owner of the equipment, service plans that I paid for??? i have no access to any info online??). No problem, I'll just call customer service. The first time I got hung up on (by accident?), the second time I got someone who said she was going to cancel both accounts, refund my credit card, recharge me and then reinstate them under two separate accounts. I waited 3 days and this never happened. The third time I called I got transfered to requisitions, where the rep told me the systems were down and I would have to call back. The fourth time, I got someone who said he would help and would call me back. Nothing was done, but he did call my parents (merry chirstmas, there goes the suprise) who had no idea what he was talking about, and I never heard another word. I called today and was told that my case was now in with a "lead investigator" who i could not speak to, and that there was no ETA on fixing my account.
Basiclly, I'm wondering if anyone has any suggestions as far as how to escalate my issue, or if I should just cancel everything now and try to get my money back? This has been going on for over a month now, and it doesn't look promising that this will be resolved before the holidays now. I feel like I'm slipping through the cracks here, and as a brand new customer, its not a very comforting feeling.
case is "with a lead investigator"?
