Death of the Amazon $299 Roamio OTA Lifetime

Discussion in 'TiVo Roamio DVRs' started by heifer624, Dec 2, 2015.

  1. Dec 5, 2015 #61 of 158
    NoNose

    NoNose It's complicated...

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    Nov 27, 2015
    Orygun, USA

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    I just got off the phone with Amazon CS. I called because my original order on November 9th, turned out to be restricted to monthly...ONLY! I was told by Amazon that I needed to return the unit I had, and a "Replacement Order" would be created. So, the first/bad order was created on the 9th of November, and the replacement order was created on December 2.

    Low and behold, people that ordered the OTA Lifetime weeks after my original order, are getting their units now...and they can be registered for Lifetime service.

    I called to request that my December 2nd replacement order be backdated to the beginning of their shipping queue, but the conversation immediately changed to "At this time, there are no Tivo Roamio OTA with Lifetime subscription available to ship, and we have no information when or if they ever will." At that point, I was stonewalled and the conversation went into a loop.

    So, my replacement order is in limbo, and Amazon is totally clueless about the future. Note, when asked...they wouldn't even agree to look into refurbishing the returned units for redistribution. As far as I have been able to determine, this ship has sunk.
     
    Last edited: Dec 5, 2015
  2. Dec 5, 2015 #62 of 158
    robnalex

    robnalex Member

    937
    1
    Sep 7, 2002
    Raleigh, NC
    Well, sometimes things work out! I sent an email to Amazon this morning expressing my disappointment at having sent my unit back and paying $119 more to another Amazon Seller (actually $60 more after $40 credit and free shipping = $379) now that it appears they're getting it sorted out. Just got this email from Amazon:


    "I am very sorry about the issues with the original Tivo purchase and the service offered with it and the time it took to resolve the problem and get it fixed for our customers.

    I understand you made the return thinking it was the wrong product received and opted to order from one of our sellers shortly afterwards and paid a much higher cost.

    As a One Time Exception, I have issued a special case refund for you in the amount of $120 to your credit card for this price difference. The refund should complete in the next 2-3 business days and reflect on your next Discover statement."


    So here's my bottom line:

    $419 from S&Y Electronics
    ($40 Credit for opening an Amazon CC)
    ($120 Refund)
    $259 Total Cost

    My feedback to the Amazon Email:

    "I understand that mistakes occur at the personal and business levels, but too often people and businesses make little or no effort to make things right. Your kind and considerate gesture further elevates our already high opinion of Amazon. Thank you very much!"
     
  3. Dec 5, 2015 #63 of 158
    mr.unnatural

    mr.unnatural Well-Known Member

    4,846
    176
    Feb 2, 2006
    Ellicott...
    I had both of my non-lifetime OTAs packed up and ready to drop off at the nearest UPS store. I decided to try running guided setup again after reading some of the posts on this topic. I unpacked both units and ran guided setup again from scratch (I had previous done a C&DE to restore them to factory condition). When I checked the System Information screen, both units are now showing "5: Product Lifetime Service." I guess Amazon just needed to get the activation status transferred to Tivo or however they do it. In any case, I now have three lifetime OTAs with three upgraded 4TB drives and cablecard brackets.
     
  4. Dec 5, 2015 #64 of 158
    robnalex

    robnalex Member

    937
    1
    Sep 7, 2002
    Raleigh, NC
    mr.unnatural- Congratulations! :up::up::up: Makes me wish I'd waited a bit longer before sending mine back. Given the condescending attitude I was getting from some of the TiVo CSRs, I really wasn't optimistic that it would get resolved. But given that my total cost has now been reduced to $259, I really can't complain.
     
  5. Dec 5, 2015 #65 of 158
    robnalex

    robnalex Member

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    Sep 7, 2002
    Raleigh, NC

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    My guess is that TiVo mistakenly sent units to Amazon that were not assigned lifetime status in their database, so they (TiVo) had to pull the serial numbers of all these units and change the assignation.
     
  6. Dec 5, 2015 #66 of 158
    mr.unnatural

    mr.unnatural Well-Known Member

    4,846
    176
    Feb 2, 2006
    Ellicott...
    I figured it was something of that nature. Congrats on getting some actual service from the Amazon CSR. They put the Tivo CSRs to shame. I've had Tivos off and on since they were first introduced and I did everything possible to avoid dealing with Tivo Customer Disservice. If it weren't for the fact that they're such a niche company they'd probably find themselves in the top 10 every year for worst companies to deal with along with the banks and cable companies.
     
  7. Dec 5, 2015 #67 of 158
    foghorn2

    foghorn2 Well-Known Member

    1,485
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    May 4, 2004
    Las Vegas
    Looks like Amazon did purchase and ship the right equipment but Tivo's servers and tech support was slow to see that.

    Amazon support is top class, Tivo Support in Polygamy Land is troublesome from my experience.
     
  8. Dec 7, 2015 #68 of 158
    elborak

    elborak Jack of Some Trades

    119
    1
    Jul 15, 2014
    Western PA...
    Just to add some additional data and try to close the loop on this...

    I received two OTA w/ Lifetime units from Amazon. Unit one (received last week) experienced the previously documented problem where TiVo (on 12/3) said it wasn't a Lifetime unit, there was nothing they could do, and to contact Amazon. This unit then showed up as Lifetime without further action on my part on 12/5. Online status shows that it was activated on 12/4.

    Second unit (received today) was Lifetime out of the box. Online status shows that it was activated on 11/24.

    So this reinforces the theory that there was likely a single batch of units that were erroneously not registered as Lifetime (though whether this was a TiVo or Amazon mistake is unknown). The next batch had no such issue.

    And Amazon is still OOS, so we may have seen the last of this deal.
     
  9. Dec 7, 2015 #69 of 158
    robnalex

    robnalex Member

    937
    1
    Sep 7, 2002
    Raleigh, NC
    It's got to be TiVo that screwed up. Amazon has no ability to designate these boxes with lifetime service. And my box contained a letter from TiVo saying "Congratulations on your purchase.....with service included."
     
    Last edited: Dec 7, 2015
  10. Dec 7, 2015 #70 of 158
    jagrim

    jagrim New Member

    7
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    Apr 30, 2007
    I received 2 OTA w/ Lifetime units from Amazon yesterday. The first unit cratered with a critical error during the update process- I figure it is a bad hard drive. The other one worked fine and has Lifetime on it. Had no issues transferring from Amazon to me.

    Gonna swap the hard drive on the cratered unit and try and bring it back to Life.


    Sent from my iPad using Tapatalk
     
  11. Dec 7, 2015 #71 of 158
    baijumehta

    baijumehta New Member

    25
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    Oct 10, 2009
    I ordered the Roamio OTA on 11/29 and I just got an email stating a 12/15 delivery estimate.
     
  12. Dec 7, 2015 #72 of 158
    elborak

    elborak Jack of Some Trades

    119
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    Jul 15, 2014
    Western PA...
    Not necessarily. For example, the boxes may not be activated until Amazon confirms receipt (to avoid theft in transit), so the failure could be on either end. But it's all speculation.
     
  13. Dec 7, 2015 #73 of 158
    crxrocks

    crxrocks Well-Known Member

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    Etherville
    Mine was supposed to have been delivered last Wednesday, but now is showing shipping today for delivery on Wednesday, Dec 7. Hopefully that's accurate.
     
  14. Dec 7, 2015 #74 of 158
    erdavis

    erdavis New Member

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    Apr 3, 2015
    We ordered the Roameo OTA w/lifetime on Nov 27 from Amazon. It was shipped on the 5th and delivered today. It is set up and running and shows as Product Liftime Service.
     
  15. Dec 7, 2015 #75 of 158
    crxrocks

    crxrocks Well-Known Member

    1,417
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    Mar 30, 2004
    Etherville
    NO fair! I ordered mine on the 23rd.
     
  16. Dec 8, 2015 #76 of 158
    robnalex

    robnalex Member

    937
    1
    Sep 7, 2002
    Raleigh, NC
    That doesn't really make any sense, and that fact is that TiVo's CSRs initially treated customers who received these boxes like crap. At least Amazon responded by looking into it and suggesting that customers wait a bit while they worked on it. Initially, TiVo just said "Sorry, but your wrong and it's not our responsibility to even investigate." Amazon took the high road on this one, especially in my case.
     
  17. Dec 8, 2015 #77 of 158
    elborak

    elborak Jack of Some Trades

    119
    1
    Jul 15, 2014
    Western PA...
    I'm not disagreeing that TiVo support was less than acceptable in this case, nor that Amazon did a better job in handling reported issues. I was merely disagreeing with the "It's got to be TiVo that screwed up" assertion. It's likely, but given how little we know I can't agree that it's a certitude.

    In fact, if I had to lay money on the table, I'd bet that there was some culpability on both sides. But ultimately it was worked out and that's what matters.
     
  18. Dec 8, 2015 #78 of 158
    robnalex

    robnalex Member

    937
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    Sep 7, 2002
    Raleigh, NC
    :roll eyes: Actually, it was THE GRINCH! (But everyone knows that The Grinch works for TiVo!)[​IMG]
     
  19. Dec 8, 2015 #79 of 158
    NoNose

    NoNose It's complicated...

    53
    0
    Nov 27, 2015
    Orygun, USA
    By Elborak:
    "In fact, if I had to lay money on the table, I'd bet that there was some culpability on both sides. But ultimately it was worked out and that's what matters."

    Those of us that were told by BOTH sides that the only recourse was to return the DVR, are screwed! Now, Amazon has nothing to ship to those customers that followed instructions with the anticipation that a replacement would eventually follow. According to Amazon, you can forget that.

    I even tried asking about Amazon locating the returned equipment, in hopes that they could be quickly inspected and reshipped back to those customers that were waiting. Well, I was told by Amazon that I could take that up with Corporate, if I wanted to do that. I got a very definite sense that there is no relief coming from Amazon. PERIOD! :mad:
     
    Last edited: Dec 8, 2015
  20. Dec 8, 2015 #80 of 158
    raqball

    raqball New Member

    277
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    Feb 23, 2015
    Has it been delivered back to Amazon yet? There may be a way for the shipping company to reverse it and return back to you..
     

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