Is there any way to complain to tivo customer service?

I'm sorry that you were told that "no, you can't complain." You can call our customer support number, 1-877-367-8486, and ask to make a complaint. If the rep who takes the call doesn't (against training) listen and record the complaint, then please ask to speak to a supervisor.

If you have any further trouble, a comment here will get the attention of TiVo employees.

Sorry to hear you had a problem complaining, and also sorry that you're not happy with the pricing of Product Lifetime.

Best regards,
Stephen

 

I don't see what you have to complain about. It's just bad luck that you bought during the period between when Lifetime expired and when it was resurrected. Like you said, a contract is a contract. This type of thing happens with all kinds of products. Special promotions for cars, phones, cable tv, etc. and if you don't lock in the price during the specified period, you are out of luck. None of those companies would allow you to change your deal if you signed up the DAY before the promo, let alone a year. Who knows, by the time your current contract is up, there might be a S4 or S5 out by then that you would want.

 

Not really one solution other than "yes, you can make a complaint", but you can bet the answer will not change. Also, he did not say he was not happy with the pricing of Product Lifetime, just unhappy he could not get it or change to it.

They have your money, they do not care about you anymore!!! Plain and simple.

TivoStephen, I do appreciate you being on the boards (which is more than a lot of companies would allow), but you did not really bring a solution to this (which has been echoed by others on this board). Long time subscribers do get shafted by Tivo's policies in a lot of different areas from what I have read on this board over the years.

 

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You asked if there was a way to complain and he told you.

As for being unhappy with the timing of the pricing announcements, there is not much of a solution he can bring. There is no solution.

The pricing is, cancellation fee for current contract plus the fee for lifetime. He is not happy with that.

 

So what exactly is it that you want to complain about?

Not taking advantage of lifetime when it was available to you?
That Tivo didn't have a pricing plan that you wanted at the time you committed to service?

Even if you do file a complaint (which you certainly should be able to do), I'm not sure Tivo can (or should) do anything for you.

 

umm, actually it is - TiVo and the poster made a deal on a service contract. Now 1 year in the poster wants to make a better deal that is now availble. If this was reversed and say the poster was on a monthly rate for 3 years and then TiVo wanted to raise the rates, you can bet the poster would want that contract to be unchangeable then. NOTE - that in the past it has been unchangeable even when in TiVo inc.'s favor. I still have a couple of 6.95 month to month TiVo DVR subs to back up that assertion.

So TiVoStephen addressed what he could, a CSR that was not following the training, and left open the lifetime question as he would not deal on a final answer for that in a public forum.

Thanks as always TiVoStephen for participating here and setting straight things that were told to someone in error

 

Why do people think loyal customers deserve different treatment? And what is loyal anyway?

 

If you bought a car last year and then you see the same car is selling for $5000 less this year do you call to complain to the dealership? Sure the stores you mentioned will allow you to return things but it's been over a YEAR!!! Suck it up. Some of these stories are just beyond me. Tivo doesn't owe you anything.

 

[/QUOTE]You call a credit card and say you're canceling, they'll offer you deals on your rate to stay with them.[/QUOTE]

This is not guaranteed by any stretch of the imagination
You also forgot to mention that the Credit Card companies reserve the right to increase your rate also.

 

The problem with this line of thought is that you've paid $299 so far, correct? You want to throw them an extra $100 and be set for the foreseeable future with your S3. By denying this, Tivo can collect the initial $299, and when your 3 year contract is up, assuming you stay with Tivo (I would hope so after paying almost $700 for the unit), they can get another $399 for the Lifetime from you. This is a business that needs to make money, desperately so in Tivo's case.

 

I can understand why the poster is confused and not happy about. TiVo says that for $299 (or $399) they are willing to give a you life time subscription. They already have the guys money for the monthly that he has been paying. If they now sell him a lifetime and cancel his monthly they have made more money than they would if he bought today.

Forcing him to continue his contract is certainly in keeping with the terms of his contract, however it still isn't all that friendly.

To add fuel to the fire, I was in the same situation as he is but the CS rep I talked to gave me the life time and canceled my contract with little fanfare. Perhaps it was because I called with in the first couple of days of the new lifetime option and she hadn't been trained.

 

+1

Contract terms work both ways.

I would expect Tivo to be as understanding on this one as I would be if they tried to raise my 3 year locked in contract rate.

 

YELL
"I'm mad as hell, and I'm not going to take it any more"...

 

you can cancel any plan for a refund within 30 days. No sweat.

The poster should be aware that TiVo ends up with less money per year in the long run if they switch him to lifetime. So it would be good customer service but it is not a good business deal for TiVo. Bottom line right now around TiVo - they can not afford to be too generous - they are trying for their first year ever in the black

 

you seem to want to keep glossing over that you agreed to a contract with clear terms. TiVo has that contract and has booked it in their system.
Just as you expect TiVo to abide by that contract and not raise rates or whatever, TiVo is asking you to abide by the terms and not try to change it midway through.
You offered a new deal to TiVo and they declined it solely for business reasons. I doubt they were trying solely to penalize a customer.

IF you want to go with a product you seem to perceive as inferior simply due to not wanting a contract you agreed to in the first place then that is your perogative of course but seems a little more hurtful to you than to TiVo.

 

You can complain directly to me, please hold...

 

Wow, that's a huge sacrifice for you to make, just so you can make your point. Are you really really sure you want to go there?