Boo to TiVo for cancellation process

Discussion in 'TiVo Coffee House - TiVo Discussion' started by taggartcontact, Jul 10, 2007.

  1. mick66

    mick66 Dirty Burger

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    He had a S2 with service
    He bought a S3 and got service for it.
    He then had two subscribed Tivos, like many many people do.
    He chose to cancel one of the two subscriptions.

    In the broad scheme of things, the end result is that he did upgrade. However, the upgrade required several steps. One of those steps was to cancel a subscription. I repeat - If he wasn't canceling, why is he complaining about the cancellation process?


    When you subscribe online and use the "change service number" option, that's exactly how it works. The OP didn't use this option though. If he was getting a rebate, he wouldn't be allowed to use it. He'd have to start a new subscription. Keeping the old subscription would still be an option. If he chose to no longer keep the older subscription, he'd have to cancel it.
     
  2. louiemanno

    louiemanno New Member

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    Jul 9, 2007
    If TiVo bucked that trend how much would it hurt? Besides automatic cancellation of a TiVo2 account should be an action linked to setting up HD service. It would just require an additional menu item during the setup process.
     
  3. taggartcontact

    taggartcontact New Member

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    Jul 8, 2007
    I feel like people are making up assertions on this thread, and then reasoning from them...

    Assertion #1: no one allows online cancel
    I can cancel TONS of accounts and purchases online. Easily. The proverbial click-of-the-mouse is all it takes. Ranging from World of Warcraft to NetFlix to Rhapsody. And I have canceled big ticket purchases if they haven't shipped. So to provide a little PERSPECTIVE, TiVo is joining a select group of atavistic corporations on this policy.

    "we'll treat you like your cel phone company" is a sucky motto.

    Assertion #2: this is in any way a common business practice
    TiVo is worse than those devils! I know that people assert that phone and cable companies are this bad, but they are not reading carefully. Those companies are not actually too bad for upgrades, lol. In 2007, I upgraded cable to HD, my Verizon to Fios, and my cel phone. In ALL CASES, the company involved canceled the old service automatically, and with Verizon it was canceled online. Most importantly, in all cases, I did not have to endure any mistargeted marketing pitches when spending more money.

    Even those media monopolist idiots understand something taught in business school 101: don't aggravate the customer who is spending more money.

    Assertion #3: online cancellation would harm the consumer
    No one would complain upon accidentally canceling. You can just click it back on, right? You can have a confirmation dialog, right? This problem has already been solved in User Interfaces 101. They could make you enter 3 thumbs down. Plenty of companies do allow online cancellations (see assertion #1) and they haven't gone broke from the phone complaint load. Sorry, this just sounds made up to me.

    If you are honestly suggesting this hassle was for my own consumer protection, I find that laughably naive.

    ============

    Informational remark: the Series 3 installation process includes instructions that preclude using the "change service number" option. You are told to activate the new account. Feel free to open your own thread to complain about the merits of those instructions.

    Thank you for reading!
     
  4. ZeoTiVo

    ZeoTiVo I can't explain

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    Jan 2, 2004
    Well TiVo could offer you an online deal of 3 years prepay which include an extra year free. You took that deal versus the other option of simnply moving your sub from one TiVo to the next.

    TiVo wanted the option to talk directly with you when outright cancelling and since you already took the prepay on the S3 that is indeed what you were doing. Seems reasonable for TiVo to want to talk to anyone doing an outright cancel and it is unfortuante they have long hold times, but the two are not really related.

    Trying to program around exception cases like this sort of an upgrade if you look closely at it scenario would just be nuts and very expensive. Offering up an S2 automatic cancel if you subscribe an S3 is also just nuts and could lead to far worese customer experiences if they actually wanted to keep the S2 subscribed but thought they had to cancel as part of the S3 deal.

    in short the only real option for your case is to offer online cancellation of a subscription service and TiVo does not get the chance to talk directly with you in such a case so they seem to have a vlid reason for not offering direct online simple cancellation of the subscription service.
     
  5. minckster

    minckster New Member

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    I just went through the cancellation process, for an unused Series2, and it was better than I feared. The initial hold was about 10 minutes, I never had to speak to a computer's voice-recognition system, and the whole process was over in 20 minutes with instantaneous effect.

    The rep's were stunningly friendly, perhaps inefficiently chatty, and, although, they obviously were looking for an angle to prevent the cancellation, the sales pitch was very low key. They took my polite "no" for an answer without hassling me. For a system that forces a phone call to cancel, it's about as pleasant experience as I could imagine. I don't know how I got so lucky relative to the OP.

    My suggestion is to have a selection in the phone menu-system for cancellations, so that the retention department isn't dealing with people angry after a long hold. Like the OP, I'd like an online cancellation option, but I'm not surprised TiVo wants a final bite at the apple. (Does that phrase work here?)
     
  6. taggartcontact

    taggartcontact New Member

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    Jul 8, 2007
    This sort of remark is the type best-supported with evidence, lest I label it an assertion and debunk it.

    Please notice I have very limited claims. TiVo seizing the option to pitch me in a time-consuming, nonconsensual way is:
    Claim A) very similar to bad companies you hate - and -
    Claim B) against its stated approach of empowering the user to make choices independent of corporate control.

    Very few posts have clashed with either of those claims. Do you really disagree with them? In particular, Claim B seems to meet with silence or agreement, and is at risk of approval unless someone has an 11th hour impassioned defense of the TiVolution.

    Thanks for reading!
     
  7. taggartcontact

    taggartcontact New Member

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    Jul 8, 2007
    I have called back a few times to test the hold wait time, and yes, my first time was unusually bad, about double my average experience, and one time I was on hold for under 30 seconds, yay. Did you have to hold a few minuntes to get a cancellation confirmirmation number, minckster? (Did you ask for a confirming email, by any chance?)

    (For the record, I agree that the TiVo reps were friendly and competent, and not unpleasant... the one I spoke to even caught the error in the script that suggested by keeping 2 TiVos I could transfer between them, which is false for Series 3 at this time.)

    Thank you for your reply!
     
  8. minckster

    minckster New Member

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    taggartcontact, I had to wait twice for the same number, but only about 30 seconds each time - once before I talked to retention for a "case number" and once after cancellation for the "cancellation number." I was asking why the cancellation number and case number were the same when the online status for my S2 switched to canceled before my eyes (in "Manage My Account" in "TiVo Central Online") so I accepted that I was done and said goodbye.

    I'm a little surprised that I didn't receive an email, although I didn't ask for one, primarily because I only had to give my phone number and email address for identity confirmation. Apparently, it wouldn't be difficult to cancel someone else's TiVo service, so an email would catch any shenanigans. I called from the phone number associated with my account, so perhaps TiVo's putting faith in Caller ID.
     
  9. minckster

    minckster New Member

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    Aug 31, 2006
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  10. ZeoTiVo

    ZeoTiVo I can't explain

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    bear in mind i was speaking of the specific case of activating an S3 and then the web site looks at your Series 2 subs if any and offers one up for cancellation. Someone proposed that type of thing and I was saying that seemed time consuming for TiVo to try and program into its web site.

    Doing a straight up, pick this sub and cancel it from the website is of course doable and their are amny examples of companies that do that. That can be programmed.

    It takes time and money to do so though and I imagine that making it easier for people to cancel just does not climb very high on the priority list used to assign resoruces to projects ;)

    There are other companies I am happy to do business with that make you call in to cancel anything. Others do it on the web. I just never saw having to call in to cancel as that big a deal provided you call the same published 800 number or whatever as for all other customer service.

    claim B sounds like your assertion - I have seen TV your way stated by TiVo, and no more ads implied by "you can FF any part of the show" But I have not seen them state empowering the user to make choices independant of corporate control. Sounds more like Apple :)

    anyhow - bottom line I just see calling in to cancel as no big deal since it is not some secret handshake you have to do but just regular old customer service.
    I would much rather they work on features to use with my TiVo vs adding cancelling to the web site.
     
  11. ZeoTiVo

    ZeoTiVo I can't explain

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    Jan 2, 2004
    well that is a funny read but i am confused by his "going to the moon" The CSR even read off one of the reasons was "Have other services" which the writer said he had. Why not just tell the CSR the reason, then when they try the sales pitch - say no thanks, not interested please get on with canceliing.

    That way you get cancelled instead of the CSR thinking "Fine, Mr. smat@ss; how about I just stop billing for 3 months and then hit your credit card again" :D
     

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