Tivo - Bugs and difficulty in getting a refund

denise1768 · 04-17-2010, 05:20 PM

I am so fed up with Tivo right now. I've spent endless hours with tech support or messing about with the box resetting, etc..

After spending the last hour trying to figure out why I can't get HD menus anymore, I asked for a credit. They told me they will credit me once the one fix is corrected, but won't credit me for anything else. I even mentioned canceling and they do not care.

We are on the phone with them still as I type this. I asked to speak to the supervisor for a refund, and after being on hold 5 minutes, the tech came back on only to tell me they will not credit yet. After arguing with the poor tech, I said I would really like to speak to a supervior. Finally, we spoke to one and he said he will put in the request for a refund, but this was after him telling us no for the first 5 minutes. It's ridiculous.

Clearly not happy with Tivo right now.

This box should not have been released yet and in my opinion, I would stay away from purchasing until the bugs are worked out. (i.e, freezing, slowness, switching between HD/SD menus). I just updated the software to 14.1c, so hopefully that will fix a few things.

Sorry I'm all over the place trying to explain.. my head is hot right now

bkdtv · 04-17-2010, 05:27 PM

Have you tried the SD menus under Settings -> Display? Many find those stable and responsive.

If you read the posts here, many feel the HD UI option was released before it was ready. It looks like the 14.1c improves stability and performance, but not up to the level that some feel is usable. TiVo said another update is coming in May.

denise1768 · 04-17-2010, 05:37 PM

My tivo is only showing SD menus now even though it's set to receive HD menus. Doesn't make sense.

Yes, I've read lots of people complaining that it shouldn't have been released yet. I'm just very frustrated with how Tivo handled my call this afternoon.

I typically wait before buying new products because of all the bugs, and usually I have patience for this, but they really just pissed me off lol. Unfortunately I was desperate for another dvr because the comast box is horrible, and I loved Tivo when I had it when it first came out.

Just shocked at Tivo for arguing a $12 refund especially after spending at least 2 hours combined on the phone with them. I personally don't care about the $12, but I was trying to prove a point if you know what I mean.

Dreamin · 04-17-2010, 05:44 PM

What exactly are you trying to get credited / refunded?

Are you saying you're trying to send the Tivo back within the 30-day money back guarantee and they're saying No?!

denise1768 · 04-17-2010, 06:11 PM

No.. to get a credit for the tivo service of $12.

Also, I was able to get the HD menu back by only checking 1080i. Seems to bug out when 1080p is check as well even though tivo said to do that. We'll see if it stays this way.

Scott D · 04-18-2010, 05:40 PM

I called support and was told the earliest of Apr 26.

aaronwt · 04-18-2010, 06:40 PM

Quote:

Originally Posted by denise1768

I am so fed up with Tivo right now. I've spent endless hours with tech support or messing about with the box resetting, etc..

After spending the last hour trying to figure out why I can't get HD menus anymore, I asked for a credit. They told me they will credit me once the one fix is corrected, but won't credit me for anything else. I even mentioned canceling and they do not care.

We are on the phone with them still as I type this. I asked to speak to the supervisor for a refund, and after being on hold 5 minutes, the tech came back on only to tell me they will not credit yet. After arguing with the poor tech, I said I would really like to speak to a supervisor. Finally, we spoke to one and he said he will put in the request for a refund, but this was after him telling us no for the first 5 minutes. It's ridiculous.

Clearly not happy with TiVo right now.

This box should not have been released yet and in my opinion, I would stay away from purchasing until the bugs are worked out. (i.e, freezing, slowness, switching between HD/SD menus). I just updated the software to 14.1c, so hopefully that will fix a few things.

Sorry I'm all over the place trying to explain.. my head is hot right now

You have a 30 day return period. If you are unhappy just return it. You can always buy another one later.

I'm happy with my Premieres. I was unhappy with the CSR changing my Media Access Key. All they could do for me was supposedly credit me the cost of TiVo Desktop. I have no idea if they even did it since I don't want to be on the phone for 1.5 hours again. But I will definitely be keeping my Premieres.

i2k · 04-19-2010, 09:16 AM

Quote:

Originally Posted by denise1768

No.. to get a credit for the tivo service of $12.

Also, I was able to get the HD menu back by only checking 1080i. Seems to bug out when 1080p is check as well even though tivo said to do that. We'll see if it stays this way.

Do you have a TV capable of 1080p INPUT?

denise1768 · 04-19-2010, 01:24 PM

Quote:

Originally Posted by i2k

Do you have a TV capable of 1080p INPUT?

I sure do.. (at least I think LOL)

Samsung Series 6.. on the website it says it does.

denise1768 · 04-19-2010, 01:26 PM

Quote:

Originally Posted by aaronwt

You have a 30 day return period. If you are unhappy just return it. You can always buy another one later.

I'm happy with my Premieres. I was unhappy with the CSR changing my Media Access Key. All they could do for me was supposedly credit me the cost of TiVo Desktop. I have no idea if they even did it since I don't want to be on the phone for 1.5 hours again. But I will definitely be keeping my Premieres.

I'm keeping it for now.. at first I was going to return it due to the bad customer service experience, but i'll chill :-)

KungFuCow · 04-19-2010, 01:52 PM

You're not alone.

http://www.tivocommunity.com/tivo-vb...d.php?t=444679

I was also just trying to get a few months of service credited for the analog bug thats never been fixed on the TivoHDs. I pretty much had the same experience you had.

denise1768 · 04-19-2010, 04:54 PM

Quote:

Originally Posted by KungFuCow

You're not alone.

http://www.tivocommunity.com/tivo-vb...d.php?t=444679

I was also just trying to get a few months of service credited for the analog bug thats never been fixed on the TivoHDs. I pretty much had the same experience you had.

Ugh, just read your story. It's crazy how people can think you are wrong for asking something in return. Great customer service goes a long way, but in today's day and age, it's hard to come by sadly.