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Old 01-19-2015, 09:30 AM   #1
itriedeverything
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Join Date: Jan 2015
Posts: 14
My lifetime nightmare

Last week I took advantage of the Customer Loyalty Deal for those with 10+ years of Tivo service. For those of you who don't know, this lets you get a tivo for retail price and add lifetime for 99 dollars.

I ordered on the 13th and had my Roamio Plus and Mini delivered on the 15th. After I ran setup I noticed it was telling me I needed to signup for service. I thought this was odd, so I went online and tried to activate and it asked me to pay, so I figured something was wrong and called Tivo.

I got a very nice and helpful person who said they had never seen anything like this, the box should have been pre-activated and on my account and it wasn't. The problem was it still showed as not shipped on my account. This kept the tivo system from activating it and assigning it to me. He said he would put in a ticket and they should have it fixed soon.

On Friday the 16th I got an e-mail thanking me for my completed service order, I checked, no service, so I called back. Here begins my tale of woe.

I spoke with 5 people over 2 calls on Friday.

Guy #1 - Looks at my ticket and says, well they tracked it to your house, so it isn't lost. Me: ? I explained me situation and the guy had no clue what he was doing. He said they could charge me for lifetime and then refund me. I told him that was not ok. He put my on hold to talk to someone and 10 minutes later the phone rang and someone else picked up, who had no idea how I got to him. The first guy had dumped me back into the queue.

Guy #2 - Friendly and helpful, listened to my situation, went through things for about 15 minutes, put me on hold to take down some notes, 10 minutes on hold, got another guy, who also had no idea how I got to him. Queue dump #2.

Guy #3 I asked for a supervisor, who I asked to call me back on another phone as I had to walk out the door. He told me he would call me back in 2 minutes and never did.

I got home that night to a voicemail on my main phone from someone who said they had my problem fixed. So I called back.

Guy #4 - When i called back and referenced the ticket, he said yes we have a solution. You will have to place another order, and we will place a lost order claim on the one you didn't get. I told him I had it and was staring at it. He was about to send me to sales to do a return and another order and I asked for a supervisor.

Guy #5 - Supervisor , knew immediately the problem and said it would be fixed by mid day Saturday. Ignored my complaints about the 2 hours I had spent on the phone by this point.

It is now Monday morning 1/19 and it still hasn't been fixed. I don't have the heart for another hour long phone call of frustration today. I'm putting this here in hopes that someone from Tivo will see and and can help. I've been with tivo for 13.5 years and I've never had an experience like this. I understand that mistakes and accidents do happen, but I'm at my wits end on this. A new customer would have just returned it by now and moved on, and I would really like this to work, but I'm so tired of this.

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Old 01-19-2015, 09:33 AM   #2
jmfreefly
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Posts: 27
Ugh. I feel for you. At some point it might just warrant arguing for
"Please FedEx me a new, activated box overnight and I will send this one back"

Fingers crossed for you

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Old 01-29-2015, 09:02 AM   #3
adamwsh
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Join Date: Oct 2002
Posts: 178
Question

What is the status of this issue?

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Currently own:
TiVo XL4 (2012)
TiVo Mini (2015)
Previously owned:
Tivo Series2 (2003, died)
Humax Series2 with DVD Writer (2005, sold)
TiVoHD (2008, died)
TiVoHD XL (2010, died)
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Old 01-29-2015, 09:10 AM   #4
jrtroo
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No follow up normally means it got addressed.

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Old 01-30-2015, 11:59 AM   #5
itriedeverything
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Fixed, or so I thought

It took over a week, 9 phonecalls, 4 supervisors, and l3 support to finally get this fixed. I now have a new problem, and I can't believe how poor Tivo's support has gotten over the years.

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