Does TiVo care about it's existing customers

Discussion in 'TiVo Coffee House - TiVo Discussion' started by fr0gpil0t, Jan 9, 2013.

  1. atmuscarella

    atmuscarella Well-Known Member

    Oct 11, 2005
    Rochester NY


    What's so hard to understand? WhiskeyTango outlined all the ways TiVo supports/care about current customers.

    Just because you don't know something does not make it false. Plenty of us have gotten this deal - it is how I added lifetime to my original Series 3 last fall and yes it only cost $99.

    It is your money so if $100 breaks the deal for you so be it.

    Good luck with that the other stand alone DVR appliance options for cable users is exactly ZERO. If you want you can go with your providers options or build and support a HTPC - I have one it works fine but don't use it as a DVR.

    They did add Pandora but given that the Premiere is 3 years old I wouldn't expect (and don't want) any changes to my Series 3 units. I don't know what you think "loyal" means. It isn't someone who demands a special deal and if they don't get it goes elsewhere. If you were actually a loyal customer you would have bought a Premiere long ago at full price.
  2. humm

    humm New Member

    Nov 29, 2011
    Yeah, I have a 2 or 3 yr old TivoHD that still works perfectly. thinking about upgrading, but I expect years more service out of this box.
  3. poppagene

    poppagene User

    Dec 29, 2001
    Soon after the Premiere was released, Series 3 lifetime subscribers (and possibly other subscribers) had the opportunity to upgrade to a Premiere at a discount which amounted to paying the retail price on the premiere and getting lifetime service for it at $199. I took advantage of this introductory offer and purchased a premiere with lifetime. Tivo gave you a reasonable way to upgrade and you declined their offer.
  4. takeshi

    takeshi Member

    Jul 22, 2010
    "Most companies" do not. The wireless carriers provide subsidies in exchange for contracts. They don't offer subsidies simply for customer loyalty or out of the goodness of their hearts. They more than make up for the subsidy in what they charge you for service so they're not doing you any favors. The wireless carriers are actually looking to eliminate subsidies but they're all afraid to be the first as US customers expect subsidies and will probably ditch the first carriers to drop them.

    Don't delude yourself. No corporation cares about its customers. They care about shareholders and profit. If you're only going to use companies that "care" then you'll be using products from a very short list of companies. I'd be very surprised if your cable co cares. I know mine doesn't. Use what you need/want/prefer.

    Your call to make. I wouldn't touch my cable co's DVR's. Have you actually checked into what your cable co offers? Mine certainly doesn't refresh "as needed". Their DVR's are all antiquated pieces of junk. Cable co's vary so you need to make your decision based on what your company offers and your preferences.

    That's a typical response from someone who isn't getting the sympathy that was expected. Just because I don't agree with you doesn't make me a diehard or fanboy. I use what I need/want -- not what I think comes from a company that "cares" about me.

    Look at the devices that IOS 6 doesn't support. No piece of tech indefinitely supports new features.
  5. mr.unnatural

    mr.unnatural Well-Known Member

    Feb 2, 2006


    After reading this thread it's clear that this is becoming a game of flogging the fr0g (pun intended). While most of you are showing absolutely no sympathy, I'll throw the guy a bone. He had lifetime service on his S2 but it died. He says he can't get MSD since the S2 isn't checking in.

    What I'm confused about is that he says he has a HD with lifetime, so why doesn't he qualify for MSD if he gets another Tivo Premiere? Am I missing something here or did everyone else simply gloss over that point? If the HD is connected and checking in then I'm pretty sure he qualifies for MSD on the Premiere unless Tivo has changed their polcy on MSD. I no longer have an active Tivo so I have no idea what their price plans are anymore.

    I have to agree with takeshi in that Tivo and any other corporation doesn't care about their customers. They only care about their business. Once they've got you subscribed they've lost all interest in you as a customer since you're already hooked. I think most people here will agree that Tivo customer service is about one step below pathetic at best.
  6. DaveDFW

    DaveDFW Member

    Jan 25, 2005
    Richardson, TX
    Just guessing here:

    MSD requires that full price was paid for the service on the qualifying box. If his S2 was the qualifying box, he could have purchased a discounted lifetime on the HD. When the S2 didn't check in for six months, he no longer had a qualifying box--that is, the only remaining box's lifetime was not full price.

    While this policy might be well-known among TCF'ers, it's probably less well-known among Tivo owners at large.
  7. moedaman

    moedaman Member

    Aug 21, 2012
    You are wrong sir!

    Comcast support is pathetic and Tivo support is better than that. :p
  8. Stormspace

    Stormspace Electrocuted by TiVo

    Apr 13, 2004
    Hartsville, SC
    Everytime I call support and it's not frequent I get some ya hoo who wants me to reset my router and open ports on it. Really, the last three times I called I got this line of BS for unrelated issues. When I explain to them my DHCP server runs separately from the router their head explodes and I end up having to spend 15 minutes educating them about DHCP, reservations, and internal networks v external ones. I've just gone to saying OK, and then rebooting the server and router separately. Sometimes I've done this so quickly that the CSR on the phone thinks I haven't done it.

    Actually had on guy tell me to wait until he told me to plug the router back in after I had already waited 30 seconds while he was running his mouth. No wait, that was the stupid TW rep. I get them confused.... :)
  9. fr0gpil0t

    fr0gpil0t New Member

    Dec 5, 2010
    You are correct that is why I don't qualify.

    Surprisingly I wasn't and still are not looking for sympathy. I made my post because I was genuinely surprised TiVo didn't cut a break for existing customers. I'm in the tech s/w business and it's just standard we look after existing customers because we know the acquisition costs of getting a new customer are a lot higher than keeping an existing customer - sales, marketing and initial tech support.

    I've now knowthe policy about the oldest or most expensive device still checking in. I guess this is either to stop the resell of old devices or to give the concept of lifetime having a finite term.

    If you read my posts you noticed I don't want this for free - my proposal is they offered to transfer lifetime for $100 less than they normally sell it for. That way you pay a reasonable amount for on-going service and your old device does not go to ebay where potentially TiVo loses a future customer. Seems good for everyone I get new h/w and they get to keep me with a reasonable return.

    Every time you put a bump in the road or make it slightly hard increases the chance the customer will look elsewhere. I might not find anything else but now I'm looking I wasn't before.

    What I've found interesting owning a TiVo they have never really tried to sell me services or an upgrade after the initial sale. In someways it's nice but it's perfectly normal for companies to try extract maximum dollars from you.

    For all those who say TiVo is a company and companies don't care..then please check their financials - perhaps they should care and they might have better results. Sad to see the company that invented the DVR market struggle so much.
  10. lessd

    lessd Well-Known Member

    Jan 23, 2005
    I wonder in your own job do you get more money than the TiVo CSRs, I will make a guess and say yes, when a TiVo CSR knows enough to really help they also get another higher paying job.
  11. Stormspace

    Stormspace Electrocuted by TiVo

    Apr 13, 2004
    Hartsville, SC
    I suppose you have a point, I just hate working through a freaking script every time I call support and if my set up doesn't match their script they get confused.
  12. unitron

    unitron Well-Known Member

    Apr 28, 2006
    semi-coastal NC
    If you'd kept that S2 running, it would have qualified you for $100 off of the price of lifetime on an other unit.

    Sorry, the idea of someone dumpstering a lifetimed unit just bothers me big time.
  13. unitron

    unitron Well-Known Member

    Apr 28, 2006
    semi-coastal NC
    It's the Peter Principle, you get promoted up to your level of incompetence.

    So I'm guessing that the CSR's were really good at whatever they were doing before that. :)
  14. WO312

    WO312 Well-Known Member

    Jan 24, 2003
    I have to agree with the OP. I think most of you guys are missing the point. You are stuck on pointing out Tivo's existing policy.

    Face it - he bought an S2 and paid full lifetime. He bought an S3 and paid for lifetime - $100.

    Why would it be so hard for Tivo to amend their policies to say that if you currently own a machine with lifetime, regardless of how much you paid for it, you can get lifetime on a new machine for $100 off??? They get a sale and keep a customer happy. Instead, at least in this case, they are getting nothing. It's all about keeping customers. And in any case, your first purchase would be at full price.

    Tivo obviously thinks they are better off with their existing policy, and that it is bringing in more revenue. It wouldn't surprise me that they are losing more revenue opportunities than they realize.
  15. BigJimOutlaw

    BigJimOutlaw Well-Known Member

    Mar 21, 2004
    Throwing it out there again, coupon code PLSR to get $100 off Lifetime when activating was still working as of a few days ago.
  16. mattack

    mattack Well-Known Member

    Apr 9, 2001
    Someone that already has a lifetime Tivo buys another lifetime Tivo.. then you buy it for them (or heck, they could GIVE it to you), and you move it onto your account.
  17. mr.unnatural

    mr.unnatural Well-Known Member

    Feb 2, 2006
    I stand corrected. I haven't had to deal with Comcast in ages so I forgot just how bad they were.;)

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