Customer Support My Rear End

Discussion in 'TiVo Coffee House - TiVo Discussion' started by ADG, Dec 15, 2018.

  1. ADG

    ADG Allan

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    I've been a Tivo customer for close to 20 years and have 5 boxes. One of my Roamios is stuck at the "loading" screen. I'm guessing it needs a replacement HD, but I have lifetime service and in the past Tivo has simply replaced a failing unit with a new (or refurbished) unit and transferred the lifetime service for little or no cost to me. Now they want a replacement fee of $79 (which, after you complain, they will waive) and $200 for new lifetime service - they refuse to transfer service if the unit is 3 years old. Really? So what, exactly, is the definition of lifetime???

    And I am in no way xenophobic (in fact, I have a strong dislike of xenophobes), but I could barely understand the CS rep with whom I was speaking (or her supervisor).

    Eventually I said thank you and hung up. Called Weaknees, ordered a new drive for $129, and realized that Tivo "customer support" ain't what it used to be. Too bad.
     
  2. ajwees41

    ajwees41 Well-Known Member

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    it's not tivo it's rovi just renamed tivo
     
  3. ClayKY

    ClayKY Member

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    Exactly like ATT and Directv.....now garbage.
     
  4. just4tivo

    just4tivo Active Member

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    Seems that TiVo's definition of lifetime is the lifetime of the unit.

    When the unit dies in warranty they will replace the unit and transfer the lifetime service.

    When the unit dies out of warranty you get whatever offer that CSR gives you.

    You can call back and try CSR roulette or contact TiVo Executive Relations and state your case.
    They have the power to resolve cases the CSRs don't have.

    Be nice.
     
    Last edited: Dec 15, 2018
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  5. stile99

    stile99 Well-Known Member

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    Of the box. That fight was fought twenty years ago, after the very first version of the box. You're WAY late to the battle.
     
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  6. sharkster

    sharkster Well-Known Member TCF Club

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    It is a shame. I've also been a Tivo customer for quite a few years and they really USED TO have excellent customer service. That started to change 2-3 years ago, IIRC, and it changed profoundly.

    If I cannot figure something out myself, I come here. There is an absolute wealth of knowledge on this board and I am constantly amazed at how much many people here know.

    I don't call Tivo anymore, nor do I report things with those reporting forms because that doesn't work anymore either, in my experience. Last few forms I submitted didn't get any response at all. The one before that I got an email saying that the problem was fixed, but it totally wasn't. Not worth the stress to me. If I felt there were other excellent choices for hardware and service I would go there. I just keep hoping it might get better again.
     
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  7. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    I have had decent response to the lineup corrections. But I still use Twitter when I want to increase the heat. I just sent out a tweet to MSNBC and TiVo about the special Sunday at 9pm which is on 2017 events. Only Gracenote has 2018. But like you said, I only call to cancel service. I wonder what they do for on-line support since they killed their forum and the chat only gives out phone numbers. If there was an alternative I would look too. But with cable, our world is pretty small.
     
  8. krkaufman

    krkaufman TDL shepherd

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    Retail cost of All-In/Lifetime service is $550. Combined with the $80 fee for a replacement box, for what I'm assuming is a TiVo DVR that's outside its warranty, it seems like TiVo is offering a pretty decent deal, $280 for a DVR w/ All-In/Lifetime service.
     
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  9. ADG

    ADG Allan

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    For a refurbished unit.
     
  10. Mikeguy

    Mikeguy Well-Known Member

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    But may I ask--and while I would love a "my Lifetime" warranty on my TiVo boxes--what other manufacturer provides half-cost (and less) recovery options for an out-of-warranty piece of electronics? Sony tells me to pound sand, and that I instead should be buying new stuff from it rather than trying to have my electronics last. I do recognize, though, that Lifetime is a hefty price-tag to lose.
     
    Last edited: Dec 16, 2018
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  11. Mikeguy

    Mikeguy Well-Known Member

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    This:
    I've had some recent line-up reports, including the lack of episode data for an entire station 24/7, repaired in 3-5 days. (But without any communication to me, apart from the system's auto-response.)
     
  12. jrtroo

    jrtroo Chill- its just TV

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    So put in a new drive yourself. Lifetime is not a warranty. It happens.
     
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  13. skypros

    skypros Ex satellite dealer

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    I guess I just don't understand this post....... Your PLS Roamio's HD is Failing (failed).

    And simple enough, it needs a new HD....... So order one (like you did) and replace it.

    I Honestly don't see what the problem is????? (other than you are going to spend some $ for a repair)
     
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  14. foghorn2

    foghorn2 Well-Known Member

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    I thinks it generous of Tivo to offer you another unit with all in for a reduced price. They really dont have to. Thats why I cautioned in the other thread anyone buying a refurb Tivo with all in. Not a good idea seeing how all these units are older now and I bet with HDD several years old.

    If the problem is just the HDD, just fix it yourself, use Google and YouTube.
     
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  15. Diana Collins

    Diana Collins Well-Known Member TCF Club

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    Well I recently submitted a channel lineup error form and got an automated response immediately, a follow up email the next day and, after the missing channels were added (about 3 days later), an email saying that they believe they had resolved the problem, but if not, there was an 800 number to call.

    By modern standards, that is above average service.
     
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  16. shwru980r

    shwru980r Well-Known Member

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    Buy a 3TB hard drive and replace the failing drive yourself. Hard drive replacement is plug and play on the Roamio. The Roamio will format the drive.
     
  17. ADG

    ADG Allan

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    Here's my complaint in a nutshell. In past years I've had two boxes "die". In both cases Tivo replaced them for a modest fee (I want to say either $29 or $49 - I really don't recall) with a refurbished unit and transferred the lifetime service to the replacement box. If it turns out that once a box is older than 3 years the above option is no longer available, then I guess my original post is out of line.
     
  18. sharkster

    sharkster Well-Known Member TCF Club

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    Indeed it is. Maybe they are getting better again. I really hope so! This is one of the companies I respected for their customer service and products, for quite a few years.
     
  19. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Funny: I submitted a lineup issue yesterday. Within 23 hours, 57 minutes I received a feedback form. Obvious the problem is still there and it won't matter. But I did Tweet @tivo and @MSNBC.
     
  20. Mikeguy

    Mikeguy Well-Known Member

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    You tweet-monster, you. ;)
     

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