90 day warranty...craps out on day 93! Should TiVo bend a little?

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Sir_winealot, Jul 16, 2007.

  1. Sir_winealot

    Sir_winealot Seenyer Member

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    I purchased a refurbished Series 2 DT TiVo w/1 year prepaid service for my 'ma' from TiVo.com, hooked it up and activated it on March 26th.

    On June 27th (a Wednesday) she called me to tell me there was a problem with the unit, so I went over there Saturday 30th to trouble shoot it for her and couldn't fix it ...apparently one of the tuners was shot.

    I called TiVo the next morning and after going through the troubleshooting with their CSR, they too determined a tuner was bad and said to ship it back for a replacement unit.

    The warranty is for 90 days....this thing crapped out on the -93rd- day, therefore TiVo wouldn't cover it ....and charged me $49.

    I realize a warranty is set for a specific period of time for a reason, but I was hoping that maybe TiVo would say "hey, we see that you're a heckuva good customer and.... it was a unit that we refurbished and for the sake of 3 days and $49....we'll cover this for you," but nope, no dice. :(

    Am I being unreasonable in my thinking that they should've stepped up to the plate here and covered it?

    *To top it off, I received an email this morning showing that they've charged me twice and $98 has been billed to my CC. I've just spent the last 56 minutes on the phone talking w/2 different CSR's (of which the first was extremely rude) trying to get this straightened out. I'm now told that it's been forwarded to the accounting department, and that they will contact me to get this taken care of. :eek:
     
  2. Redux

    Redux No intent to annoy

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    I think it's good to have a little flexibility. What's three days, one way or the other?

    If you have a piece of electronic equipment goes bad on the 87th day of a 90 day warranty, and it's a good company that's treated you well, I think you should pay for the repair.
     
  3. ZeoTiVo

    ZeoTiVo I can't explain

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    maybe they should just start the next monthly billing period on the 27th of a 30 day month. What's 3 days anyways.
     
  4. Sir_winealot

    Sir_winealot Seenyer Member

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    You're absolutely correct. In fact, I just called them back and told them not to take that extra $49 charge off my CC because they've just been so darn good to me.



    Hey, that's a thought....and by golly an extremely intelligent one at that. What is 3 days anyway? I completely understand the way you've thought this through and truly appreciate the high-octane reply.

    WAFA.
     
  5. SNJpage1

    SNJpage1 Well-Known Member TCF Club

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    Some times it pays to take out the extended warrenties when you buy pricey things. I had a tivo go bad after the 90 days but my best buy extended warrenty for $49 got me a brand new one. Not only that but to give me the new one they gave me a full refund of the original price by way of a gift card. I had gotten a $150 rebate when I bought the unit. I then bought the new one using the $200 gift card. The new one also had a $150 rebate. You do the math. :)
     
  6. GoHokies!

    GoHokies! O2->CO2 Converter

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    I'm with Zeo (again).

    Yeah, it's crappy, but what happens when the next guy calls in and says "Hey, my buddy got hooked up at 93 days, what's 3 more"? Sadly, you've got to draw the line somewhere. When it breaks on day 87 it's your lucky day, when it breaks on day 93 it's Tivo's lucky day.
     
  7. TiVo_Fanatic

    TiVo_Fanatic Member

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    Every one has good and valid points but I'm gonna have to go with Sir_winealot on this one just because its a refurb unit , had this been a new unit then I'm be going with "everyone" else but like I said since this is a refurb unit I will have to side with Sir_winealot on this one...
     
  8. Arcady

    Arcady Stargate Fan

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    Did you buy it with a credit card? Some of them double the warranty.
     
  9. ZeoTiVo

    ZeoTiVo I can't explain

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    your acrimonious insults aside the point stands that 3 days goes both ways. Sure we all want a company that will bend on its policies in our favor. Always makes us smile and generate more good feelings about the company. It is a valid point on this being a refurb and perhaps would allow for some more slack from the company. At the end of the day though TiVo is tyring to make a profit and is having to watch every expense, especially in SAC to do so.
    Your bad luck was in catching TiVo during this stage versus some nicely profitable stage where they can loosen the policies some.

    but to say it is only 3 days works both ways and that was all my post was illustrating and the point stands
     
  10. BobCamp1

    BobCamp1 Well-Known Member

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    It wouldn't make Tivo bankrupt to honor the 90-day warranty here. If all of their units fail within a week of the warranty expiring, they have bigger issues.

    FYI, Tivo has NEVER been nicely profitable. So expect them to sit there with the stopwatch saying, "89 days 23 hours 59 minutes 58 seconds, 89 days 23 hours 59 minutes 59 seconds, 90 days!!! Screw you, customer !!!! HA HA HA!!!"

    Also, many companies DO extend the billing date by looking at the postmark of the payment envelope instead of when they actually receive it. So your point does stand -- to prove my point. :)
     
  11. Sir_winealot

    Sir_winealot Seenyer Member

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    I asked an honest question in my original post....I realize that 3 days past the warranty deadline is just that....but a smartass answer wasn't really called for and brings nothing to the conversation (your first response).

    That said, I appreciate the above response ...I was wondering if I was being unreasonable about this and perhaps I was. I didn't make a big deal out of this with TiVo, I simply asked and was told "sorry, but you just missed the warranty deadline" by the CSR, and it ended there.

    I've had electronics with problems outside the warranty in the past...by much more than 3 days....and they've gone ahead and honored it anyway. I guess sometimes it depends on the luck of the draw (odds are that the TiVo CSR's don't have the power to bend, I would've had to talk with a supervisor).
     
  12. ZeoTiVo

    ZeoTiVo I can't explain

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    My first response was not a smart-ass answer but an example to show you why 3 days is 3 days. YMMV.
    WAFA was a direct insult, very rude and far worse than any sarcasm you read into my post and that does not vary.

    to BobCamp1 - yes a few of these do not break the bank and the OP might have even gotten a break if he called in a few times to different CSRs who used their discretion. I am speculating here though that the order from above is to tighten up on the policies overall in order to control expenses as TiVo looks to show a second consecutive quarter of profit. The last one was made on investment paybacks, so I have no idea if a second quarter is even possible, but if it is, you can bet the CEO at Tivo wants it really badly.


    PS - I meant that TiVo just applies the next months billing 3 days before the previous month ends. thus at the end of the year they have an extra 36 days to bill for bu they just 5 days over 31 so they will call it even at an extra month of payment ;)
     
  13. mike3775

    mike3775 Active Member

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    It only cost you $49 to repair it?

    My god thats petty. I would feel different if it was like $100 or something, but a measly $49?
     
  14. atmuscarella

    atmuscarella Well-Known Member

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    I think I am going to ramble/vent a little on this one:

    It is perfectly fine that TiVo:

    1. Not provide a warranty as long as their minimum commitment period.
    2. Disconnect local dial in numbers without any concerns.
    3. Have a convoluted pricing/commitment policy.
    4. Require new commitments on used equipment.
    Yes all of the above (+ others) are perfectly fine it is also perfectly fine that:

    1. Current TiVo supporters no longer support or recommend TiVo.
    2. Potential new costumers just say no to TiVo because of TiVo's perfectly fine policies.
    It is unfortunate that it now appears TiVo has been so unsuccessful in obtaining the critical mass of costumers/subscribers needed that it now has to have policies that effectively cannibalize parts of their current and/or potential costumer base.

    At least I have been lucky so far - they still provide me with what I consider to be an excellent affordable service. Which, apparently is not so for others.

    Thanks,
     
  15. ZeoTiVo

    ZeoTiVo I can't explain

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    the thing is for this type of argument - TiVo had lifetime or just pay monthly for a long time. Then they had just pay 6.95 monthly for a second or so TiVo. they had lots of phone lines during that period.

    1. can you point to the large growth that such easy going policies produced?
    2. So, the question isntead is "would they have more subscribers if they kept those older, easier policies?"
    3. Sure, but the hard business question becomes "Would they make enough profit off those easier policies via the greater volume of subscribers?" or in other terms "Would they get enough subscriber growth to sustain the easier policies?"
    4. The answer is no as evidenced by their SEC filings.
    5. so Instead they bring in business managers who look at the books and introduce changes to increase the average monthly subscription rate (it was alittle under 10 at last filing) and tighten up on the expenses.
    6. deal with customers who do not wnat to deal with new plicies and watch the churn rate
    7. Continue to add value to the product to make it worth all the extra policies anyway.
    8. profit

    of course they are at steps 6 and 7 right now so only time will tell if they followed the right course of new action, but I just get a kick out of TiVo needs to make things simple when things were completely simple for the longest time and a good bargain to boot yet the large growth was just not happening.

    It wont be unfortunate at all if TiVo lives to see the day that a nice modestly priced SA HD TiVo is valued by many and cable companies employ TiVo software on their own proprietary DVRs to the delight of those who would rather have a cable company DVR.
     
  16. bidger

    bidger Active Member

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    One of the reasons I prefer integrated DVRs to standalone TiVos. With TiVo, you're on your own in many respects. With integrated units, the DVR aspect is just churn reduction from the provider's POV, it's your programming dollar they're after and if the DVR goes belly up, they'll provide you with another.

    I would say that to ask for a minimum one year commitment while only providing a 90 day warranty is not a deal I can jump on.
     
  17. atmuscarella

    atmuscarella Well-Known Member

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    Unfortunately what I was conceding to was that the type of policies that I referred to as "Perfectly Fine" were financially needed. The fact that TiVo has had to go to less costumer friendly policies actual sucks as much as the policies.

    The fact that I can not recommend TiVo to lots of the people I know frankly also sucks. I also have great hopes that as we get through this analog to digital and potentially SD to HD conversion that TiVo is some how able to come up with a successful business model that still gives us consumers a great service.

    Thanks,

    PS: And I blame the FCC for lots of TiVo's problems!! If they did their job things would be different.
     
  18. mike3775

    mike3775 Active Member

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    In the original post, the OP stated it was a refurbished Tivo. Go online to any other place that offers refurbished stuff and more than likely you are also going to get a 90 day warranty as well.

    When I decided to buy a series 2 DT 180 model, sure I could have gotten a refurbished model cheaper, but the 90 day warranty was enough to make me spend the little extra to get a brand new model with a longer warranty.
     
  19. dvr4me

    dvr4me New Member

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    Sirwinealot - Since you bought a refurbished unit, you probably got it for a discount ($49 or perhaps free with 1 year prepay) and the service was most likely discounted slightly too. It's a bit of a gamble. You pay less for the device and service, but you're not getting a new device with a new warranty. Out of curiousity, how much did you pay for the unit and 1 year prepay?

    It's unfortunate the unit failed at day 93, however that's the nature of the beast. $49 to repair/replace an out of warranty unit isn't a bad deal. Sure it sucks having to pay any amount of money, but at least they didn't charge you more or leave you high and dry with the only option being purchasing a new unit.

    Bidger - Having a product with a warranty that is shorter than the service commitment is not unusual. Take the iPhone for instance. You can only get the service from one provider, you must make a 2 year commitment at $59.99 per month minimum ($1439.76 + taxes MINIMUM if it's a new plan), and the warranty on your new $600 device is only 1 year. So you have a product that will potentially cost a minimum of $2000 over two years and you only get a 1 year warranty.
     
  20. dvr4me

    dvr4me New Member

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    "My god that's petty. $100 is only a measly $51 more..." ;)

    Money is money. $49 was more than a 1 week paycheck (15 hours / week at $3.10 an hour) in college. Believe you me, that $49 paycheck was gold. Heck, I remember finding a $20 bill once while in college and was delighted that I could buy some sandwich meat and bread and skip the ramen noodles for a week.

    No, I wouldn't say $49 is petty at all.
     

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