Invalid Activation Code

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Sherrie, Jan 3, 2006.

  1. Jan 3, 2006 #1 of 55
    Sherrie

    Sherrie New Member

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    Jan 2, 2006
    Maine
    I received a TiVo for Christmas and it included a 12 month service gift subscription. However, when I go to activate the service it says the redemption code is not recognized. I have call customer support several times and have received no help at all (after being put on hold for hours). I am still without service and am very frustrated. Does anyone have a contact number or procedure that might produce results.
     
  2. Jan 3, 2006 #2 of 55
    stevel

    stevel Dumb Blond TCF Club

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    Nashua, NH
    Others are having this problem too. Send a Private Message in this forum to user TiVoJerry - include your e-mail address, TiVo Service Number and gift subscription number. I think he will be able to help you.
     
  3. Jan 3, 2006 #3 of 55
    petew

    petew Active Member

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    Pittsburg, CA
    Although TivoJerry did warn us that he will be at CES this week. So he may not be as responsive as normal.
     
  4. Jan 3, 2006 #4 of 55
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Alviso, CA, USA
    I'm not heading to CES, so if you are having this issue, please try customer support first (1-877-367-8486). If they can't resolve, please send me an e-mail with the gift subscription number and your contact information.

    Best regards,
    Stephen
     
  5. Jan 9, 2006 #5 of 55
    jabrony76

    jabrony76 New Member

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    Jan 5, 2006
    Addison, IL
    After several calls to customer service, countless hours on-hold and getting the ever popular run-around, I'm at a loss... I have two (2) 12-month subscriptions that need to be activated.

    I started the ball rolling to get these activated on Christmas Day. Every customer service rep that I talk to tells me there is nothing they can do. "You have to speak with my manager and she's unavailable".

    The one person who did offer assistance (Director of Cust. Service) took my info 2 weeks ago, said she would get back to me same-day and then filed me away in the garbage. No return call and now she appears to consistently be on the phone whenever I call and does not return any messages (3 voicemails over a 7 day period).

    I've sent a snail mail letter to Tivo Corporate as nobody would give me a phone number or email. I've filed a BBB complaint. I've voiced complaints on several consumer advocacy websites (PlanetFeedback, BuyBlue, etc) and nothing...

    Then I read the above post from Stephen and even sent him a blind email asking for help.

    I guess TiVo is trying to help me work on my patience. Good thing I have 2-years before the subscription codes go invalid, it may just take that long to get this disaster figured out.

    Thank God for HTPC how-to websites out there giving me something to ponder while I watch this unfold.

    Anyone have any advice?

    Thanks in advance.
    Andy Michalski
     
  6. Jan 9, 2006 #6 of 55
    stevel

    stevel Dumb Blond TCF Club

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    Nashua, NH
    Sending mail to Stephen is probably the best bet. I wish I understood why TiVo is having so much trouble with these gift subs. (And why TiVo Customer Care seems to be unhelpful to so many.)
     
  7. Jan 9, 2006 #7 of 55
    evilipoo

    evilipoo Trust no 1

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    Apr 23, 2005
    So Cal
    Well, that's 3 of us now... :thumbsdown:

    http://www.tivocommunity.com/tivo-vb/showthread.php?t=280129

    I've gone from: "Oh, poor Tivo support, they are so busy"

    To: "Well, maybe now that the holidays are over and TivoOpsMgr is finally involved"

    And Today: "Reality check--They have our money and that is evidently the only issue that matters"

    I am dreading tomorrow... :mad:
     
  8. Jan 9, 2006 #8 of 55
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Jun 27, 2000
    Alviso, CA, USA
    Folks, sorry for anyone who is having a problem.

    For Evilipoo's case, a credit has been issued and I made sure a senior account specialist will contact her right away.

    We are investigating other cases; there has definitely been an issue for certain customers and we are working to resolve them as quickly as possible.

    If you are affected and have not been helped by customer support, please send me an e-mail.

    Apologies again.

    Best regards,
    Stephen
     
  9. jabrony76

    jabrony76 New Member

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    Jan 5, 2006
    Addison, IL
    Stephen,
    I emailed you on Friday - do you still have it or do you need it re-sent? Thanks.
    Andy
     
  10. Sherrie

    Sherrie New Member

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    Jan 2, 2006
    Maine
    It has been almost three weeks and I am still waiting for some resolution to this problem. I am still not activated and now I am worried about my 30 day time frame expiring. What can I do? I did email TiVoOpsMgr and am still waiting for a reply. Hopefully today!!!!
     
  11. evilipoo

    evilipoo Trust no 1

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    Apr 23, 2005
    So Cal
    So after reading TivoOpsMgr's post, I contacted Support this morning to find that: "Accounting decided to issue a credit" to my credit card back on 1-6-06 (gee, it sure would have been nice to get one of those promised calls :mad: ) so I have to wait for the credit to post to my card and start this process all over again! Oh, and this time, they want to be paid up front for the entire lifetime service!!! What the??? The gift was supposed to be 40hr box and 1yr = $200, NOT 40hr box and lifetime = $350. That may be a small difference to some folks, but that's 1/2 of a car payment to me...

    So I realize that this is not Tivo's problem, but now I have to call my parents and ask them if, after all this time and trouble, do they want the lifetime and if so, would they please pay for it now? Or would they please go thru the 1 year process all over again? OR would they just like to box up everything and send it back?

    Nice gift, huh?
     
  12. Sherrie

    Sherrie New Member

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    Jan 2, 2006
    Maine
    How frustrating - you have my sympathies. At least you did hear from TiVoOpsMgr!! I am still waiting to hear from someone; calling customer support solves nothing.
     
  13. TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Jun 27, 2000
    Alviso, CA, USA
    Evilipoo, my apologies that you haven't been contactd. I was assured that you had been reached. I am checking with the customer support team now.

    Sherrie, did you send me an e-mail? Do you mind resending? (Sometimes our spam filter is overzealous.)

    Andy, similarly, I have no e-mail from any Andy's on Friday. My apologies.
     
  14. evilipoo

    evilipoo Trust no 1

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    Apr 23, 2005
    So Cal
    Thank you to everyone.

    Please, (insert diety of your choice here), let these issues be resolved expiditiously...

    Eva
     
  15. StevenGroves

    StevenGroves New Member

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    Jan 10, 2006
    Missouri, USA
    I am having the same issue. Unable to activate a 12-month gift subscription that was delivered with a new Tivo unit. I have emailed TivoOpsMgr this morning with the details.
     
  16. Fraser+Dief

    Fraser+Dief New Member

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    Nov 18, 2005
    Otttawa, Canada
    This same thing happened to me in early December. I called up, and we got the thing solved on the phone within a few minutes. So I wouldn't be afraid to try that route.

    Tivo customer service doesn't *always* suck. :)
     
  17. jabrony76

    jabrony76 New Member

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    Jan 5, 2006
    Addison, IL
    Fraser - thanks for the input but that was the first thing that I did and got no resolution. Been there, done that, didn't work for me.

    I agree that such a blanket statement as "TiVo Customer Service always sucks" isn't appropriate as i'm sure they have helped people before, just not me and many others with this problem... :(
     
  18. jabrony76

    jabrony76 New Member

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    Jan 5, 2006
    Addison, IL
    And Tivo responds...

    Whether this was in response to my original calls, BBB complaint, PlanetFeedback letter, snail-mail letter or contacting TivoOpsMgr, I do not know.

    My mother received a call from Tivo today asking for more information in order to expedite her subscription activation. With a case number and everything. Now we're getting somewhere...

    She called and spoke with someone who took her information and told her that the subscriptions should be updated within 48 hours. Sorry to be a skeptic but i've heard that before.

    She then asked about the second invalid subscription and was told that they would be contacting the party directly (my mother-in-law) regarding that Tivo gift subscription.

    I called Tivo and spoke with a customer service "manager" who stated that both activation codes were on the "inactive subscriptions" spreadsheet that was to be submitted to corporate for data processing. I asked how long this would take seeing as we are going on week 3 here when I was told 3 weeks ago that this should only take 72 hours at the most. She could not say how long.

    What type of architecture does Tivo have for housing and managing these gift subscriptions? Spreadsheets and data entry? I'm a programmer/dba for a small company (smaller than Tivo) and all of our transactions utilize web services and other interactive technologies that are the industry norm.

    I can just imagine some Tivo staff member sitting with a printed excel spreadsheet and a ruler typing these codes into a database. "Should be done in a few weeks - only 800 more pages to go!"

    Knock, Knock Tivo. It's the 21st centuring at the door. You really should answer. For you own good and the good of your customers.

    I apologize for the level of detail within these posts but i'm using this as a blog for my own sanity and reference for further escalation.

    We'll see. I guess it's the waiting game again.

    Thanks for listening,
    Andy
     
  19. evilipoo

    evilipoo Trust no 1

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    Apr 23, 2005
    So Cal
    Wow Andy, that's at least something. I'll bet that if you or your Mom had gotten that call 3 weeks ago, you might have been ok with at least some of this. Hope you actually get a resolution.

    I spoke with my Mom tonight and she told me to forget it, they are going to pack up the Tivo box and send it back. After the issue this morning (and still not getting a call back--day 5 of waiting for THAT call), I'm just hoping that I actually get the entire amount refunded... I don't want to be stuck paying for a box that we can't use.

    This is so disappointing/embarassing/frustrating. I'm especially tired of hearing about how I'm going to get a call and then not getting one (repeat daily). Every bit of correspondence I've sent has my cel phone number all over it. But I guess that's that. At this point I'll just focus on making sure a refund is issued correctly.
    Oh, and I've already posted on Planet feedback.

    I think these folks would greatly benefit from some empowerment at the corporate level. Thier first contact resolution would go throught the roof and thier wait times would be reduced by half.

    Sherrie, hope you have a happier story to tell... :eek:

    Eva
     
  20. Sherrie

    Sherrie New Member

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    Jan 2, 2006
    Maine
    No happy story here - yet!! TiVoJerry emailed me yesterday and told me they are working on it, so I am still hopeful. There really is something wrong here though.
     

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