New Tivo Price Plans - No More Lifetime + Responses to Summary

Discussion in 'TiVo Coffee House - TiVo Discussion' started by lajohn27, Mar 8, 2006.

  1. dtreese

    dtreese New Member

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    May 6, 2005

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    Well, apparently the CSR's who deal with cancellations have a better understanding of the current policies and have gotten lifetime to a few people here on the forums. Whatever you want to do is obviously up to you, but if I were a new customer rather than one with two lifetime units (or even if I had recently purchased another unit), I would not be willing to deal with this kind of customer disservice SNAFU. As it is, I will think long and hard and look at service terms veeeery carefully before I give TiVo any more business.

    I'm just suggesting that if TiVo can't get its customer service ducks in a row and make good on the promises of its corporate officers, you may not want to enter into a relationship with them. I was fine with the service switch announcement last week, but I am not fine with the way TiVo has been treating folks this week. It's sad to see the direction they're taking in that aspect of the business.
     
  2. hi-nrg-joe

    hi-nrg-joe New Member

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    Mar 10, 2006

    Demand what....what does Tivo owe him? He bought a used Tivo on eBay and choose to pay monthly. They announced that lifetime was going away and he choose to wait until after the last day to make his decision. He should simply call CS and ask. If they do it...cool, if not, there should be no demanding, complaining, crying, or whatever. As for threatening that he will take the unit back...I don't think that will happen(unless the ebay seller accepts returns). If he wants to buy a tivo with lifetime, he can always try ebay again.
     
  3. ggooden1

    ggooden1 New Member

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    Mar 21, 2006
    You're correct in the fact that I don't really have the right to demand anything, but the point is is that they made no considerable effort to announce that they were getting rid of their lifetime service. They should have sent a message to my tivo box if they wanted to make good use of their messages feature for once, rather than just using it to inform customers of stuff they don't care about.
     
  4. ggooden1

    ggooden1 New Member

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    Mar 21, 2006
    Oh and by the way, the Tivo was not purchased used. It was brand new in the box.
     
  5. dtreese

    dtreese New Member

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    May 6, 2005

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    Ah, I missed the ebay part. That's a little different than buying a new retail unit. I still think that accodring to what we've been told previously, they should. TiVoOpsMgr states that if you have a non-bundled unit purchased before 3/16, you can activate lifetime until 4/15. That's pretty cut & dried to me.
     
  6. Redscott

    Redscott New Member

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    Mar 17, 2006
    agreed
     
  7. ggooden1

    ggooden1 New Member

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    Mar 21, 2006
    Well it's good that some people here agree with me. Considering that I'm still within the 30 day trial period, I think they should let me pay for the lifetime service. Anyways, if I call customer service and don't like the answer I get, I'll definitely try calling more than once. Then again, I could always try explaining that just the other day I was going to upgrade to lifetime service but since they ended that I've decided to just cancel instead, unless there's anyway possible that I could still buy lifetime service. Then see if that will make them give it to me. I really don't think these new pricing options are going to benefit them at all, it will just make them an easy competitor.
     
  8. hi-nrg-joe

    hi-nrg-joe New Member

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    Mar 10, 2006
    dtreese...regarding the quote from TiVoOpsMgr stating that if you have a non-bundled unit purchased before 3/16, you can activate lifetime until 4/15. I recall seeing that somewhere in earlier posts, but are you sure he was talking about ANY box purchased before 3/16 or just boxes bought on tivo.com before 3/16 and not delivered to the end customer yet? The reason I ask is.... if it is any box, then the anyone from the last 6 years could potenially get lifetime still, right? I thought that statment was made because some people purchased refurb boxes and then the announcement came out. Those who hadn't received their boxes were worried that they would not get it in time to activate lifetime.

    ggooden1...I do agree that Tivo should have made the announcement a little more widespread and I also think you may have a good chance at getting lifetime for your box since it is still within the 30 day trial period. You just might have to get a little creative with the excuse, but I'm pretty sure they'll do it. As for the pricing structure..at first it sounded expensive and like a bad idea(that's because I'm used to lifetime), but after awhile it made sense. Why not let new people come in at $20/month including the box for the 1st year. No more $200 up front and then $13/month. It's a good start for those who could never afford to get in before. And if they liked the service they could continue for $13.95/month after the contract is up.
     
  9. dtreese

    dtreese New Member

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    May 6, 2005
    hi-nrg-joe:

    I don't know whether or not that's what they meant, but that's what TiVoOpsMgr has communicated, and that's what TiVo should therefore honor. It's not like this grace period would grandfather old units in forever -- my understanding was that the grace period was meant to give longtime customers time to react to the change in service. If TiVo miscommunicated, they should stick with what they told us rather than what they were thinking. They kind of painted themselves into a corner by making the announcement 1 week before it happened -- they gave themselves very little time to make themselves clear.
     
  10. murph1016

    murph1016 Tivotee?

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    Mar 20, 2006
    Then why not offer both options for those that already have boxes? Give something back to the loyal subscribers that have been their for a while. Especially those that had once bought a series 1.

    I understand that they believe this new pricing policy is what the customers want. I can assure you, that as a loyal Tivo owner, I am NOT satisfied. How about some sort of grandfather clause. The only thing this is better for is for TIVO, not the end user. If it's not better for Tivo, they wouldn't have done it. I would have gladly paid $800 or more for a series 3, if I could get the lifetime for $299. Now, without the option for a lifetime subscription, I will not even upgrade.

    My days of promoting are over.

    Former tivotee and advocate.
     
  11. dtreese

    dtreese New Member

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    May 6, 2005
    Yeah, I didn't really bite on the "good for customers" line, but I understood that they need to do what's good for TiVo. I really don't like what I'm hearing about customer service, though. When you're a CSR for a company that's just changed their policy, you need to be ready to deal with the poopstorm that will follow -- it comes with the job. It doesn't give you license to be an ass.
     
  12. Y-ASK

    Y-ASK Why Ask?

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    Leonardtown,...
    Just for the record in my situation. Purchased a Toshiba RS-TX20 last summer and have been using Tivo Basic ever since the purchase. I thought that one day I might opt in for Lifetime but for now Basic was fine for what I use it for. Been pretty busy at work for the last couple of months and don't get spend as much time as I would like on the forum. Saw this info. about Tivo Lifetime late last week (Thursday). Decided to call last Friday (3/19) in order to purchase Lifetime. The CSR Rep. noticed that I had two seperate accounts and multiple lifetime Tivos which was correct. She opened a case to combine the two and opened another case for the lifetime request. Got transferred to another CSR who took my credit card info. for the lifetime and then told me it would not be until next (now this week) when I would see the changes made to my account. Still waiting for Lifetime on my RS-TX20 to show up but then it's still early in the week.

    So there's my story and I'm sticken to it!

    Y-ASK
     
  13. Shawn95GT

    Shawn95GT Tivo, in HD!

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    Phoenix, AZ
    I'd e-mail TivOpsMrg and if you are indeed qualified I'm sure he can help you out.

    I paid for 2-day shipping on my referb just so I wouldn't have to deal with this. That was the best $17 I've spent in a while!

    Good luck on gett'n lifetime.
     
  14. ggooden1

    ggooden1 New Member

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    Mar 21, 2006
    Ok here's an update. I just got off the phone with Tivo and the lady I spoke to was very helpful. I explained to her that I'm a relatively new Tivo subscriber, have been using it for less than a month and was wondering if it's still possible for me to switch to lifetime service. She said that the exception to the new pricing rules DOES cover me. She had to put me on hold and make a phone call to a higher department, and then she put something into her computer that is supposed to upgrade me to lifetime service within the next few days. From the sounds of things they are even going to refund the $12.95 that I payed for the first month since I'm still within the trial period. I told her that I was surprised that it was going to work and I let her know that I've heard from a lot of other Tivo customers that they have been trying to contact customer service about getting lifetime service, and that the service reps seem to be unaware of the exception. She was surprised to hear this because she said that they have a big notice up in the office explaining who still qualifies for lifetime service. Of course it sounds like I still have to wait for the transaction to be finalized but at this point I don't think they have any right to tell me that the customer service representative I spoke to was wrong and that I'm not getting lifetime service. Besides, she didn't seem to have any doubt that it was going to work. So this is all quite relieving.
     
  15. dtreese

    dtreese New Member

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    May 6, 2005
    :up: :up: :up:

    So it sounds like just a few crappy CSR's need to be smacked down and made to understand the situation. Here's hoping that happens.
     
  16. mchips

    mchips TiVo Fanatic

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    Feb 21, 2003
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    Although I may not have used the word "crappy" myself, this is actually typical of just about any CSR...

    Anytime there's a people-quotient involved, perfection cannot be obtained. As with anything, some people will get and understand new policies immediately, while others take longer, for a multitude of reasons, no matter how much management may have drilled it into their staff.

    I can call just about any company's CS dept., speak with 3 or 4 different CSR's and get 3 or 4 different answers.

    An approach that has been successful for me, is instead of trying to change that company to suit me, which more than likely is not going to happen, I change myself to make the most out of that company instead. I could just switch to a company's competitor; and I have done that, only to get the same level of CS from them. That is, sometimes I get the best CS ever from a CSR, and other times it's like the worst ever, and at the same company. I switch again, and again, only to end up back at the same company I started out with.

    Depending on the issue, and what I may or may not know to be true, I will call and speak with more than one rep... and on occasion, ask to speak with a supervisor. I don't do this with every call, or it's like the boy who cried wolf, and instead of being taken seriously, the CSR's will be like, "oh boy, look who's calling again, I wonder what he's calling to complain about this time." They're people, too. I use an approach an old mentor of mine passed onto me, and to quote him, "come out with kid gloves first, and then bring out the baseball bat when needed... but use it sparingly... if you always come out swinging, it loses its effectiveness... I generally don't even have to swing it anymore... I just have to show it..."

    While people in this thread reported negative experiences with TiVo's CSR on this issue, others also posted positive experiences. And as customer surveys have shown, people are much more vocal when having a negative experience than they are when they have a positive experience. So for every negative experience reported, there are many more positive experiences that go unreported.

    My personal experience with TiVo has been exemplary, and I've found them to be a very upstanding company... perfect, no, but above par, I feel yes...

    "The problem is not that there are problems. The problem is expecting otherwise and thinking that having problems is a problem."
    ~ Theodore Isaac Rubin (1923- )
     
  17. hi-nrg-joe

    hi-nrg-joe New Member

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    Mar 10, 2006

    Soo....just curious...does this still mean you're a Tivo supporter? Now that your a lifer, I would hope that you support Tivo's success in order to keep your lifetime subscription working. I could guess what your answer would have been if they didn't help you....
     
  18. timckelley

    timckelley run of the mill TCFer

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    Oct 15, 2002
    Brushy...
    I disagree with that logic. If TiVo goes under, they'll get bought out, and mostly our service will continue.
     
  19. HDTiVo

    HDTiVo Not so Senior Member

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    Nov 27, 2002
    Please define "not a TiVo supporter."
     
  20. TiVoPony

    TiVoPony New Member

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    May 11, 2002
    Alviso,...
    A few people here have reported that when they called to upgrade to Product Lifetime Service they were told that wasn't possible anymore. We appreciate the feedback and apologize if some of our agents are providing inaccurate information.

    We know that there have been retail advertisements which refer to product lifetime, and there have been requests here for a longer opportunity to purchase lifetime before it's discontinued. As a result, we have decided to offer product lifetime as a subscription option through 4/15/06, even for those that have purchased since 3/15 (you do have to call to activate lifetime service though, and lifetime is not applicable for systems purchased via a bundle plan).

    Our customer service team is being updated today, so please wait until later today or tomorrow and call back once the message has been delivered to all the agents.

    Cheers,
    Pony
     

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