Tivo Customer Service is going down hill!

[Conodor]

I have a lifetime account series 2. and someone gives me a box they no longer use. i do some fast googling and find the price was $6.99 to add a box so i start the online process, and then it says $9.99. So i call to ask why i seen a difference.


I call the number add another tivo box, i'm on hold for 10 seconds... explain that i want to add another box but i'm confused on the 2 different prices. the lady explains that the price raised a few months ago for multi accounts. I say ok then forget it, i won't use the box enough to justify the $10 a month, it would sit in my basement and rarely be used.

The lady says i can escalate this and you can talk to someone in the cancelation department and he/she might be able to give you a better price.

1 FREAKING HOUR LATER!!! a guy finally answers and says the exact same thing the lady told me!

FIRST:
Why 10 seconds hold for adding an account... but 1 hour cancelling? is there THAT many people cancelling Tivo and that few getting new ones?

Second:
Why put me on hold for an hour... just to tell me the same damn thing!

I was fine not adding it before the hour hold... but putting me on hold to tell me nothing different... i really got ticked off!

this was my favorite quote from the rep

Me: "i have a lifetime tivo, and a free DVR from my cable company, i want a 3rd one i can get the cable one 1/2 the cost of Tivo"

REP: "we pioneered DVR, if it wasn't for Tivo there would be no DVR"

Me: "So since you pioneered the DVR, you think you can charge anything and not worry about competition, you won't have a company in a few years if you keep that attitude!"

[classicsat]

1: They recently started using a new CSR company, so they need to get up to speed.

2: What you want to do will cost $9.95/month, as that is the price for MSD, since last November. They probably had to ask a supervisor to be sure, or see if a deal could be made, as the front line CSRs don't have that power.

You probably saw the $6.99 price on an old site or forum posts.

[Conodor]

Oh i agree with 2, but the problem is why did the girl tell me hold on and the other guy might be able to help me, then put me on hold for an hour.

totally ticked me off. Like i said i was totally fine with not getting the service for $10, but then to say hold on the cancelation department might be able to help..

This thread was just a vent... I do like Tivo better than the cable box. but for a TV that will rarely be used i just couldn't justify $120 a year right now. maybe if i use it more at another time i couild... but not now.

[janry]

Originally Posted by Conodor

Tivo Customer Service is going down hill!

No. They've always been at the bottom from my experiences.

[ZeoTiVo]

Originally Posted by Conodor

Oh i agree with 2, but the problem is why did the girl tell me hold on and the other guy might be able to help me, then put me on hold for an hour.

totally ticked me off. Like i said i was totally fine with not getting the service for $10, but then to say hold on the cancelation department might be able to help...

How would she know how long the hold is?
helpful tip: you can hang up the phone at whatever point trying to score 36$ a year cheaper than actual rate is not worth it anymore

but you asked the first CSR how to get a lower rate and she gave the correct answer of "I can transfer you to these guys"

[Conodor]

no the last 2 times i had to call. not bad either twice in 4 years of service... they were great. Fast answers, and the help was perfect.

I wasn't trying to "score" anything. I called wondering why i seen 2 different prices. I got the answer i was looking for and said ok that's to high for a TV i won't use. the girl said hold on the cancelation department might be able to get me the old lower price.

So why is it that to get new service less than a minute on hold... cancelation department is an hour? and even less helpfull!

heck! the guy asked me 2 times if i wanted to cancel the lifetime service of my tivo and get it for $6.99 a month!

I Said what are you talking about... i said i wanted to add a second box! this was asked 2 times in the conversation!

[JayBird]

Originally Posted by classicsat

1: They recently started using a new CSR company...

There's the flaw right there. When companies outsource their customer service, the resulting quality of service always stinks. The bean counters at these companies think they are saving so much money by farming it out, without any consideration for the number of resulting pissed off customers that they will ultimately lose over the deal. They are reducing their expenses while indirectly also reducing their revenues. But since the effect of crappy customer service on sales isn't a tangible figure that the bean counters can compute, they just ignore it all together as they pat themselves on the back for reducing expenses.

Look at how much flack Dell has taken for outsourcing their customer service overseas...

[MickeS]

Originally Posted by janry

No. They've always been at the bottom from my experiences.

Pretty much all CS sucks, but yeah, TiVo is probably one of the worst I've ever dealt with.

[rainwater]

Originally Posted by Conodor

I wasn't trying to "score" anything. I called wondering why i seen 2 different prices.

Where did you see these two different prices? The current pricing plan is almost a year old now. The TiVo website is pretty clear on the pricing plans.

[Chris Gerhard]

Originally Posted by MickeS

Pretty much all CS sucks, but yeah, TiVo is probably one of the worst I've ever dealt with.

With services like this, the profits are too small for great customer service because providing customer service is very expensive and I agree customer service suffers greatly. I believe TiVo is above average considering the service provided and very slim margins. One company that manages to provide what I consider great customer service despite selling their products at very slim margins, is Oppo Digital. This small company sells great value DVD players and does a great job responding to customer needs. Otherwise, buy the Cadillac of each product for great customer service, there are margins built in to provide it. Highly competitive consumer electronics goods and services have no margins built in to allow it but after being a TiVo customer for almost 8 years, I think TiVo has reached a good compromise. I hope improvements are possible and TiVo can do even better soon, but if not, I can live with this and understand the economics of the business.

Chris

[MickeS]

Originally Posted by Chris Gerhard

Otherwise, buy the Cadillac of each product for great customer service, there are margins built in to provide it.

I thought that's what I did when I bought the TiVo Series 3.

[jkalnin]

I've been on the phone with Home Depot for over half an hour now, transferred three times, and have spoken to four different people so far. My issue has yet to be resolved, and I am old hold right now about to speak with yet another person.

In conclusion - Tivo CS sucks, sadly that appears to be pretty common these days.

[MickeS]

Originally Posted by jkalnin

In conclusion - Tivo CS sucks, sadly that appears to be pretty common these days.

Unless it's about a refund or return processing, the Internet is a much better resource than any CS department.

[ZeoTiVo]

Originally Posted by Conodor

ok that's to high for a TV i won't use. the girl said hold on the cancelation department might be able to get me the old lower price.
So why is it that to get new service less than a minute on hold... cancelation department is an hour? and even less helpfull!

right, you asked about the 6.99 and she did her job in transferring you to the one place that might give you that price. She had no idea what the hold time would be and you held the phone for an hour(though hopefully speakerphone). Most likely the retention is a much smaller staff, perhaps directly employed by TiVo and they answered when they could.

heck! the guy asked me 2 times if i wanted to cancel the lifetime service of my tivo and get it for $6.99 a month!

yah, with a moment's thought that is ridiculous to cancel something already paid up for the life of the box, but it is most likely the only way the person could enter it into the system. They needed an active subscription in order to retain it.

[pdhenry]

A dissenting opinion - I recently dealt with TiVo customer Service and didn't have any issues. I got a replacement for my warrantyless S2DT (Lightning isn't covered; I knew that before calling) at a lower price than I was expecting, the replacement unit was shipped Next Day Air even though UPS Ground was promised, and the communications throughout the process has been superb.

In a world of constantly declining customer service I don't have any such problems with TiVo.

[vazquezj324]

+1

[scandia101]

Originally Posted by Conodor

Oh i agree with 2, but the problem is why did the girl tell me hold on and the other guy might be able to help me, then put me on hold for an hour.

I bolded the part you seem to not fully understand. The csr didn't say that escalating it would result in a better deal, by your own words you were told that it was just a possibility. As for the hold time, you're just being naive anytime you expect a short wait.

If $6.95/mo is a good price for you and $9.95/mo is too much, what do you think of $8.25/mo? That's what it comes to when you prepay for a year at the MSD rate of $99.

[pomerlp]

When did this outsourcing occurred? I hear you guys saying that but could someone provide a link that says this is true?

I can't say I've ever experienced "great" customer service from TiVo, but they have called me back from time to time to resolve issues for me. Usually by that time either the issue has resolved itself or I got the answer in here.

[classicsat]

I don't know when they started outsourcing, but early this summer they switched to a different company.

[Chris Gerhard]

Originally Posted by MickeS

I thought that's what I did when I bought the TiVo Series 3.

If you think the profit margins associated with any TiVo product or service provides a lot of money for customer service, you are mistaken. TiVo has to sell the products at slim margins and provide good customer service, it needs to be done, I don't disagree, but I just pointed out the economics of the situation means compromises are required and I have been happy with TiVo customer service since purchasing my first TiVo in October 2000. If you are aware of a way to provide even better customer service with such slim margins, you should send suggestions to TiVo. I am amazed the company can do as well as it does and I prefer budget prices which require budget levels of customer service.

Selling products with tiny margins and then paying for the staff and facilities to provide overkill for any customer needs at any time is a guaranteed way to be out of business quickly. We want low prices and we want great customer service, I understand, but that is a conflict that is getting very difficult to balance. I am not saying that TiVo shouldn't do better, I am saying I don't have any complaints based on my personal experience and that I have seen a lot of bad customer service and don't place TiVo in that group.

Chris

[restart88]

If you are aware of a way to provide even better customer service with such slim margins, you should send suggestions to TiVo.

No, you should go into business as a professional consultant!

[restart88]

Originally Posted by scandia101

I bolded the part you seem to not fully understand. The csr didn't say that escalating it would result in a better deal, by your own words you were told that it was just a possibility. As for the hold time, you're just being naive anytime you expect a short wait.

If $6.95/mo is a good price for you and $9.95/mo is too much, what do you think of $8.25/mo? That's what it comes to when you prepay for a year at the MSD rate of $99.

See there's the price problem. Depending on your monthly pricing structure 1st box $12.95 and additional boxes at $8.95. After 2 boxes you start needing deeper pockets.

So is it really worth $9 a month for guide data feeds and to be able to MRV to a 2nd box or more? I rarely call customer service so they're not using their resources on me in that department.

I do occasionally use unBox, Live365, Music Choice, and stream stored music from my computer. I don't have to have all that but since it's included I sometimes use it. I sometimes consider going with a $0 a month PC option since I essentially use one PC as a server already but it's primary function is to stream 8 home security cameras over the web. One of the few things holding me back from a PC based solution is that while computers today have more than enough processor capacity I'm having trouble finding an affordable MOBO with enough card slots to facilitate what I would want. And for now it's just easier to let the Tivos do what they do.

[pomerlp]

Originally Posted by classicsat

I don't know when they started outsourcing, but early this summer they switched to a different company.

But how did you find this out? I'm sure they didn't say Hi, we're TiVo and we are now outsourced.

I think I called about a problem I was having with TiVo Desktop this summer and I was given a ticket number (memory leak). Never heard back from them since.

[ZeoTiVo]

Originally Posted by pomerlp

But how did you find this out? I'm sure they didn't say Hi, we're TiVo and we are now outsourced.

I think I called about a problem I was having with TiVo Desktop this summer and I was given a ticket number (memory leak). Never heard back from them since.

while I do not recall time frames - I have seen mention of the outsourcing in this forum and that TiVo was switching vendors.

[janry]

I don't doubt providing customer service is expensive. But, here's the thing. TiVo is a service company. Sure they provide a tangible product but that isn't what they are really selling. They are selling a service.

And in the long run, good customer service is a heck of a lot cheaper than bad customer service. Can I get an Amen?

[restart88]

And in the long run, good customer service is a heck of a lot cheaper than bad customer service. Can I get an Amen?

You would think that would be the case but apparently the bean counters of some companies seem to disagree. Maybe it's actually cheaper in general to strip customer service to the bone and if it starts impacting sales just change the name and start over or merge.

[scandia101]

Originally Posted by janry

And in the long run, good customer service is a heck of a lot cheaper than bad customer service. Can I get an Amen?

I would believe that most people who feel the need to vocalize how bad any customer service is, are the people that can't be helped because they are just plain ignorant about the reality of the situation and what, if anything, can be done about it. The customer service itself is not bad, the customer just doesn't get what he ignorantly believes he should get.

[janry]

Originally Posted by scandia101

The customer service itself is not bad, the customer just doesn't get what he ignorantly believes he should get.

OK, so Tivo offers me the opportunity to transfer my Series 1 lifetime service to a new TiVo HD for $200. They droped the ball once, twice, and would still be screwed up if I hadn't finally refused to let them off the phone till they fixed it.

And you call me ignorant for believing I should get what I paid for? I think you are worse than the pot or the kettle. Sounds like you are customer service.

[scandia101]

Originally Posted by janry

OK, so Tivo offers me the opportunity to transfer my Series 1 lifetime service to a new TiVo HD for $200. They droped the ball once, twice, and would still be screwed up if I hadn't finally refused to let them off the phone till they fixed it.

And you call me ignorant for believing I should get what I paid for? I think you are worse than the pot or the kettle. Sounds like you are customer service.

What did you pay for that entitled you to a $199 transfer of lifetime service?

Why did they make the offer? Had the general offer for the transfer expired? was your tivo lifetimed after 10/04? You clearly asked for it at a time that it wasn't available to you. They wouldn't have been making an offer if it were an existing option. So as I see it, you wanted more than what was available because you are so dang special and through persistence, you got it. Had Tivo not given in to you, you'd fit my statement perfectly. As it is, you won and are in no position to say they are bad for giving you more than you should have. You should be bragging about how you suckered Tivo cs into giving you something you had absolutely no right to.

Another way this could go is that you got exactly what you were entitled to. In that case, you don't fit my statement again because you were entitled to it.

BTW - I said "I would believe that most people who ..." That's "most" not "all" if you don't fit what I said, and you don't how can you assume that I'm saying it about you???

[janry]

Originally Posted by scandia101

What did you pay for that entitled you to a $199 transfer of lifetime service?

$199 plus bought the TiVoHD from them for $299 as per the offer.

Why did they make the offer?

They made it to everyone that owned a subscribed Series one with an existing lifetime agreement. You would have to ask them why they made the offer but I can think of several reasons, all of which would make business sense.

Had the general offer for the transfer expired?

No

was your tivo lifetimed after 10/04?

No

You clearly asked for it at a time that it wasn't available to you.

You are wrong.

They wouldn't have been making an offer if it were an existing option.

See this thread.
http://www.tivocommunity.com/tivo-vb...d.php?t=369625

So as I see it, you wanted more than what was available because you are so dang special and through persistence, you got it. Had Tivo not given in to you, you'd fit my statement perfectly. As it is, you won and are in no position to say they are bad for giving you more than you should have. You should be bragging about how you suckered Tivo cs into giving you something you had absolutely no right to.

You shouldn't jump to conclusions. Read the linked thread above.

Another way this could go is that you got exactly what you were entitled to. In that case, you don't fit my statement again because you were entitled to it.

I got what I was entitled to only after being persistent, 3 or 4 phone calls, and refusing to take their bull anymore.

BTW - I said "I would believe that most people who ..." That's "most" not "all" if you don't fit what I said, and you don't how can you assume that I'm saying it about you???

You should re-read this thread because you have forgotten you quoted me in a reply to start this, not the other way around.