Bad Tivo Cust Support Experience

Discussion in 'TiVo Help Center' started by Alvysyngr, Oct 13, 2007.

  1. Alvysyngr

    Alvysyngr Member

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    Dec 1, 2003

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    As a happy and loyal customer of Tivo since 2000 I am going to cancel my service at the end of the month so I can archive what I want to DVDR.

    I have been getting stuttering and freezing on many of my channels (not premium or network, just VH1, TBS, LIfetime, etc) my S2 so I called customer support and waited on hold for 45 minutes just to get a "level 2" technician on the phone to tell me that all he could do to help me rectify the problem is to replace my (in his words) "ancient" Tivo with an S3! AKA unacceptable! When I asked to speak with someone else he refused to pass the call along and had a smirky attitude. I asked if I could be pushed along to get the service update (I have 8.3 and I was hoping 9.1 would fix SOMETHING) quicker (I requested it online 14 days ago) he said I just have to be patient and wait....


    Is it just me or are the rest of you having issues with Tivo Customer support? Am I being unreasonable? I did everything I was supposed to do to troubleshoot this before I called - Reset, unplugged, connected cable box directly to tv (works fine), set up my other S2 (worked fine), etc - covering all the things you guys say to do. This is not an upgraded box, it is stock and I feel betrayed by Tivo.

    I tend to give the second chance first so I think I am moving on...
     
  2. mharbold

    mharbold Member

    54
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    Apr 6, 2002
    I, too, had a "smirky" customer service rep yesterday. I've been having problems with my HD Tivo from day 1, and I'm trying to determine if it's a TIVO problem or a Comcast problem. Of course TIVO says it's comcast, and vice versa. So, I'm on the phone with TIVO, and the rep tells me there's nothing that he can do...there's nothing wrong with the TIVO, and I challenged him with a question, and he hung up on me! I wasn't rude...just a little persistant because he kept ignoring my question. The idiot hangs up on me and sends my call to an automated customer service questionaire. He got all zeros!
     
  3. dwit

    dwit Active Member

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    May 4, 2004
    Atlanta, GA
    You probably just need to replace your hard drive, or go to Big Lots and get a brand new 80hr dual tuner unit for $56 w/coupon. Either would be much cheaper than Tivo having to service your "ancient" unit.

    You are not really being unreasonable, but do you think you would feel any better if the tech passed you on to the next level and you were told you the same thing?
     
  4. Alvysyngr

    Alvysyngr Member

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    Dec 1, 2003
    I would feel better if they acted as if they gave a damn - where can I find this coupon at Biglots?
     
  5. dwit

    dwit Active Member

    1,660
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    May 4, 2004
    Atlanta, GA

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    Last day for coupon click here

    Without the coupon, still just $70, if any are left.
     
  6. jpolom

    jpolom New Member

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    Oct 21, 2005
    This entry could just as easily go in the Lifetime Subscription HD Offer discussion, but since I am here.....

    Four years ago, I purchased Tivo for the first time and fell in love. I think it was a series one, but not entirely certain. Anticipating that I would be reaping the benefits of Tivo for several years, I purchased the lifetime subscription.

    Two years into its use, the hardware craps out on me. Call Tivo, and because it was a hardware issue, they allowed me to purchase from them another unit (gee thanks), and transfer the service.

    (BTW - it was also at this time that I had an instance where I was on hold for over TWO HOURS. Crazy for me to stay on that long? Probably. But I wanted to make a point to them. When I let them know, after having to expend much energy and time convincing them that I had been on hold that long, I barely got a "sorry".)

    Buy a new series 2 unit - and two years later which brings us to today- what do you know - hardware failure again.

    Call them to find out if I can purchase a HD Tivo, and transfer my lifetime service to the HD unit (since it is in my LIFETIME that I purchased a series 1, series 2 and now an HD unit- should be applicable to all in my mind - right?)

    They said that I could transfer for an additional $199.00.

    So I pressed a little bit - what if the replacement unit was a Series 2? They said that if I purchased another series 2 unit from them (why I have to purchase another unit boggles me. Shouldn't they want to replace something that they produce that is defective? Make it right? Do they offer an extended warrantee of some kind? I honestly don't know.) then they would allow the transfer of service for free.

    So I sum up by asking - "So I can purchase another Series 2 from you guys and you will transfer the service, but if the unit I purchase is an HD unit, I have to pay to have the lifetime service transferred? I would think that by purchasing lifetime service, it applies to all models that I obtain during my lifetime."

    Their response, which it seemed that the person with the robotic personality was reading over and over and over....

    "That is not the promotion that we have going."

    If I need to see if I have a pulse, or if I need to raise my heart rate for some reason - I know that there are two experiences that will not fail me. 1.) Call Comcast Customer Support and 2.) Call Tivo Customer Support.

    Honestly - If I am being too greedy, or irrational about this - please let me know. But I feel as though I have been misled as to what the term "Lifetime Service" means - and that Tivo is being inflexible (and likely losing a customer and stockholder in the process).
     
  7. windracer

    windracer joined the 10k club

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    "Lifetime service" has never meant your lifetime ... it's the lifetime of the box itself.
     
  8. Arcady

    Arcady Stargate Fan

    3,959
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    Oct 14, 2004
    Philadelphia...
    Lifetime refers to the lifetime of the box, not your lifetime. You were lucky they transferred the last time for free.
     
  9. mick66

    mick66 Dirty Burger

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    Oct 15, 2004
    The 'verse
    I feel your pain. It makes no sense for tivo to not replace a very used worthless tivo that has been out of warranty longer than it was in warranty with a brand new $600 upgrade. :rolleyes:

    Stuttering on certain channels only is more likely a cable issue.
     
  10. jpolom

    jpolom New Member

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    Oct 21, 2005
    ahhhh... ok That does make sense. Thanks for enlightening me....

    So how about these questions...

    Is there some sort of warranty that Tivo offers to cover its units? If I am going to purchase something that exists during the lifetime of a piece of hardware, I'd like to make sure that hardware functions for an adequate amount of time (and no, I don't consider two years to be adequate in this case).

    I consider a company that puts out a product that craps out on you, and then requires you to purchase another unit from them (which is likely to, and as in my case DID, crap out again) in order to maintain the service plan that you have purchased - Confusing? Ridiculous? Dense? OR is it just me?

    Thanks in advance for the info, folks.

    P.S. Regardless of any areas in which I may be misinformed, or expectations that I may have - it doesn't give Tivo the right to treat its customers as if they are idiots, or asses, or not worthy of their time in giving a good explanation - which is why I logged my entry in this discussion in the first place. If they produced good products (they do) that were reliable (they don't), then I wouldn't be making waves.
     

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