CANCELLING TiVO within 30 day MONEY BACK PERIOD--NEWBIE NEEDS HELP!!

Discussion in 'TiVo Coffee House - TiVo Discussion' started by snuzzardbuzzard, Aug 9, 2011.

  1. snuzzardbuzzard

    snuzzardbuzzard New Member

    6
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    Aug 3, 2011
    The details,
    First time activation on a S2 unit with the 12.95 package on July 22, 2011.

    I called on 8/3 to cancel and was talked into upgrading to premier with 6 mon. free hulu plus.

    paid 199.00 via credit card for legacy pricing to keep my 12.95 pricing and got new Premier a few days later.


    Disappointed with my internet connection and want to cancel within the 30 day period.

    What is the best way to go about it since I hear TiVo has horrible customer service?

    How do I ensure I get my 199.00 back and they allow me to cancel?

    My account showed 30 day money back guarantee pricing under the payment plan upon orig. activation of tivo but now with the premier it shows
    "call customer service to change your payment plan"

    I also was upset my unit didn't come with the free hulu plus for 6 months, they told me I was misinformed and after much arguring with them and wanting to cancel on the spot, they put notes in my account to extend my 30 days and let me cancel as late as Sept. 5 but I want to cancel within my period to ensure they have no loopholes to get out of... PLEASE HELP...

    I can't afford NOT to get my 200.00 back and be jacked around like I have heard they do.
     
  2. Vect0r

    Vect0r Member

    39
    1
    Nov 2, 2010
    There is no way you will be able to do it without them so you might as well get rid of the attitude right away. Instead of basing your thoughts on their customer service solely on what you have 'heard', why not actually try calling them, speak politely, and explain your situation.

    I never mess around with monthly plans, it's lifetime or nothing, so I am not sure the exact details on your situation. I would assume there is a 30 day policy, and if indeed you are still within that period, they should be able to help you.
     
    krkaufman likes this.
  3. snuzzardbuzzard

    snuzzardbuzzard New Member

    6
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    Aug 3, 2011
    I apologize that I left out some relevant details. I have dealt with their customer service. When I called to activate the premier and hulu then they informed me there was no hulu, in addition to the customer service rep previously telling me when he sold the premier to me that I would be able to be on a monthly plan, have hulu free for 6 months, THEN upon activating the unit, there was NO HULU (apparently becuase I didn't do the 19.99 pricing and web promo) and I was to be in a contract. I wanted to stop service then and the customer service rep got real crappy with me and said "you'll have to pay 40.00 to ship it back" and I told him I didn't think I should have to pay for return shipping since the details the rep told me were different than what actually happened. I got routed to a supervisor who said he would credit 2 mo. free service for my trouble in the form of credit card refund (which has yet to show it's even in progress). He also said that he would extend my Aug. 21 30 day date to September date, I want to stay within the 30 day orig. activation range to avoid any loopholes.
     
  4. pdhenry

    pdhenry Recumbent

    29,015
    5,102
    Feb 27, 2005
    PA
    Then suck it up and deal with customer service, but this time don't get upsold.
     
  5. snuzzardbuzzard

    snuzzardbuzzard New Member

    6
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    Aug 3, 2011
    It's too bad that TiVo doesn't honor what it tells new customers on the phone when they 'upsell' them. I most definately plan to deal with them, I was merely asking for suggestions on covering my basis.

     
  6. dwit

    dwit Active Member

    1,660
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    May 4, 2004
    Atlanta, GA
    No matter what someone tells you here, or what Tivo c.s. tells you on the telephone(or what you "think" someone told you), the best policy is to follow the written policy.

    It's really best to read and understand such agreements before the purchse is made. Keep records of all correspondence(dates, names, etc). If you are really worried, follow up with a written letter sent by certified mail(keep receipts). If the credit transaction does not show up promptly by the date promised(should be a matter of days), immediately contact your credit card company to file the complaint. As long as you show you followed the agreed to terms, you will typically have the backing of your credit card company. When a company knows you are serious, they usually get on the ball and do the right thing(follow their policy).

    http://www.tivo.com/abouttivo/policies/tivoservicepaymentplanstermsandconditions.html

    click on "30 day guarantee" for these details:

    "30-day money back guarantee

    TiVo packages (combined sales of DVR and Service)
    TiVo offers a 30-day money-back guarantee for TiVo packages as described herein. Only initial activations of TiVo packages are eligible for this offer. TiVo package payment plan changes, and hardware replacements are not eligible for this offer. You may cancel your TiVo package within 30 days of activation (which is typically your order shipment date) and return the DVR to TiVo for any reason for a full refund. The shipping charge for the return is at your expense. If you cancel your TiVo package within the first 30 days under this offer, you are exempt from your TiVo package commitment. No early termination fee will be applied in that event. However, if you fail to return your DVR received as part of your TiVo package within 15 days of your cancellation date, you will be charged a "Non-returned Equipment Fee" equal to the MSRP of the TiVo box and applicable taxes, minus the upfront cost of the box, if applicable. If you change your subscription plan within the first 30 days of activation, you may be charged a fee equal to the MSRP of the TiVo box and applicable taxes, minus the upfront cost of the box, if applicable, depending on the subscription plan you choose.

    For details about how to return your DVR, please call 1-877-367-8486.

    Returned DVRs must include all original components, literature, warranties and packaging in the same saleable condition in which it was received. Refunds for returns will cover product amount and any sales taxes charged. Refunds will not be made for any shipping and handling charges. Returns not meeting these requirements may be subject to a restocking fee equaling 15% of the retail value of the DVR (not including taxes). Damaged merchandise, cosmetically or otherwise, is subject to an increased restocking fee on a case-by-case basis. If an order has shipped, it is the purchaser's responsibility to accept the shipment and return the order per our return policy. Orders that are refused at the designated shipping address may incur a 15% restocking fee.

    TiVo service
    Try the TiVo service, risk free, for 30 days! If you don't absolutely love it, we'll give you your money back. Just call us at 877-367-8486 within 30 days of activating TiVo service to cancel your subscription if you are not completely satisfied. Only initial activations of TiVo service are eligible for this offer. Service renewals and payment plan changes are not eligible for this offer. If you cancel your TiVo service within the first 30 days under this offer, you are exempt from your TiVo service commitment. No early termination fee will be applied in that event. Please see separate return policies applicable to TiVo gift subscriptions and TiVo gift cards.

    TiVo accessory purchases
    TiVo offers a 30-day money-back guarantee as described herein. You may return merchandise purchased from TiVo for any reason for a full refund within 30 days of receipt of your shipment. The shipping charge for the return is at your expense. If you fail to return your merchandise received as part of your purchase within 15 days of your cancellation date, you will be charged a "Non-returned Equipment Fee" equal to the MSRP of the TiVo merchandise and applicable taxes. For details about how to return your DVR or other merchandise within 30 days, please call 1-877-367-8486.

    Returned merchandise must include all original components, literature, warranties and packaging in the same saleable condition in which it was received. Refunds for returns will cover product amount and any sales taxes charged. Refunds will not be made for any shipping and handling charges. Returns not meeting these requirements may be subject to a restocking fee equaling 15% of the price paid for the DVR or other merchandise (not including taxes). Damaged merchandise, cosmetically or otherwise, is subject to an increased restocking fee on a case-by-case basis. If an order has shipped, it is the purchaser's responsibility to accept the shipment and return the order per our return policy. Orders that are refused at the designated shipping address may incur a 15% restocking fee."
     
  7. yoheidiho

    yoheidiho Member

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    Mar 31, 2011
    Maybe I'm lucky in this regard but I have never had an issue getting a timely refund posted to my credit card.
     
  8. ducker

    ducker New Member

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    Feb 21, 2006
    MA
    this whole thing sounds fishy to me.... so you got upsold on a premiere when you weren't happy with your S2.
    and then wanted to cancel the premiere because of your internet connect?
    1) why did you get a S2 to begin with last month?
    2) why did you want to cancel the S2?

    All things considered, it doesn't sound like a tivo unit is for you.

    As it was quoted above, canceling = you ship it back. sounds fair enough; and is often the policy of many places that will take returns through the mail.
     

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