Not getting any attention from Tivo Tech Support.

Advertisements

Two severe problems have been processed through two first tier support people. Both problems have a case number that was sent to me. However, the departments that the tickets were referred to, have not made any live contact, only boilerplate messages that they have been notified. Is there any way to contact the "Lineup" tech support people directly? The internal email process does not seem to work, as an "Additional Information Request" form I completed has not stopped the boilerplate messages requesting that very data. I've been getting those generic email messages twice a day for a couple of weeks. I don't know where to turn to get this mess moving. Ideas?

 

Thanks, and yep it is a Roamio OTA not getting any guide data because the channel identifications are incorrect or missing. Everything was fine until I called about missing SkipMode functionality. A "Guided Setup" was performed and Bob's your Uncle, the guide data was gone as well as the previously working channels. Nothing any 1st Tier people can do anything about, so the case(s) were sent to their respective "Tech" support departments. So far, it seems that nobody is home there.

 

Advertisements

Still, a case number has not triggered any contact from a Tivo "Lineup" person. I've sent follow-up messages, but they have not triggered any response. The only thing I get, are automated acknowledgements that my single message was received. I get that message twice a day, every day. They won't stop. I still have no idea what I can do to resolve this. Is there no other contact method that has worked for anyone? The first tier C/S people can't (or won't) provide any help beyond the superficial stuff that a new customer might have when setting up their new Tivo. Guide Data belongs to the Tivo Lineup department, who seem to be absolutely off-limits to Tivo users.

 

Well, that's it! After 9 weeks of waiting for some help, I'm moving on from Tivo. As stated previously, I have provided everything the boilerplate case-replies have requested. At this point I see no justification for sticking around. I enjoyed Tivo for a few years, but it doesn't seem like there is a Tivo-future worth waiting for. Something besides customer consideration has taken over the company, and I wish it wasn't so.