Once in a lifetime PLS transfer coming back?

Discussion in 'TiVo Coffee House - TiVo Discussion' started by sfhub, Jun 27, 2017.

  1. sfhub

    sfhub Well-Known Member

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    My experience with credits from TiVo is they are unlike credit from other companies that get processed right away. For TiVo, they often create a billing account for one of your units (if you have no units with a billing relationship, they pick one of your lifetime units), then they add a credit to that account for that unit which you can see online right away. Depending on when the batch cycle is for that account, it can be anywhere from a few days to slightly over a month before you see the credit hit your card. Kind of like your bill is generated at the end of the month, when this process goes through and sees you have a credit, it issues a refund, when it sees a (net) charge, it would bill your card.

    I don't know why they do the credits this way as they clearly have a process that can do things immediately because they charge you when they ship it, they don't wait a month to charge you.
     
  2. brentsg

    brentsg Member

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    Well the offer to credit me was a good one, and one I would have been glad to take them up on. Really all I needed was an e-mail confirming everything, as I was promised. Then if I didn't get it after 30 days I could take it up with my bank. But nope.
     
  3. brentsg

    brentsg Member

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    So here's the last kicker I guess. It doesn't matter b/c I'll definitely be sending back my gear... but she said if I fail to return it within 15 days of my service termination (which has already happened), they will charge me MSRP for all of the equipment, even if I originally paid less for it.

    Bizarre..

    It would make sense if it was a situation where I was making monthly payments that eventually helped to pay off the stuff, but not when it's an all-in situation.

    Thank you for the post. TiVo should explain this to people better. It wouldn't take a whole lot of additional communication to make the process feel safe. I'm not going to starve if I don't get a credit for 30 days, but I simply do not trust them at this point. The TiVo that I trust is no longer.

    The first rep should have also communicated the terms of the credit to me. I wouldn't have accepted them without something in writing, and it would have saved everyone a lot of time. It would have also kept me from installing the Bolt+ and setting up my remote. Now they get a used box back.
     
  4. opus123

    opus123 Member

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    I feel your pain. I went thru similar situation during the first once-in-a-lifetime, when TiVo mistakenly charged full price for lifetime (rather than $99). I noticed the full charge in email AND posted to my credit card while on the phone placing the order!! They swore up and down that it was showing $99 on their system... and the charge on my card was a temporary authorization that would drop and be replaced with the correct charge in a few days. It never did. I spent 7 hours on the phone over the next few days (mostly on hold) trying to resolve.

    Credit card dispute would remedy the charge immediately, but would cancel my lifetime and tie up my 'qualified' unit to a new transfer order. TiVo gave me the option of A. keeping the unit (which was still in transit) and getting a refund after the 30 return period ended, or B. going through the return process and re-ordering a back-order unit. After getting too many conflicting stories from various reps, I lost confidence they would keep their word after 30 days... and opted to return the unit. Luckily all processed in time for me to re-order, but this aggravation is inexcusable.

    Don't know why their remedy process is so flawed, or why they continue to offer specials without the capacity to handle the volume of online and telephone orders. These reports of people receiving email with TSN's that don't work online are beyond comprehension.
     
  5. brentsg

    brentsg Member

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    The worst part is that regardless of all the issues I've had, I like the service that I've had for so many years. I'm sitting here drawing my wife's ire while pondering that $450 Roamio Pro deal. She's of the "you're just stupid now" opinion. But again, all they needed to do was handle the credit smoothly or at least send an e-mail confirmation. I need something better than "it's in our computer" after all the weird BS I've heard from them.

    The current plan is to use Playstation VUE or similar instead, but it doesn't quite meet all my checkboxes. Yahoo TV looks promising (but not in my area). DirecTV Now looks promising if they add a DVR.

    I suspect that those services will trend up in quality while TiVo will trend down.
     
  6. opus123

    opus123 Member

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    I was hoping Amazon would buy TiVo... but no telling how far Amazon wants to get into the TV game. Still hopeful FireTv 3 may include an OTA antenna (guessing late summer/early fall) which could lead to DVR capability. I'm not a fan of cloud DVR, but if anyone has the capacity to pull it off it's Amazon.

    I like my Bolt, but TiVo left enough of a bad taste in my mouth, that I'll now be on the lookout for alternatives.
     
  7. Jul 1, 2017 #207 of 283
    alk

    alk New Member

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    Like many folks, when I tried to use my S2 TSN to buy the 1TB Bolt on Wednesday, the site claimed that my TSN wasn't a valid promo code. I called in and the CSR elevated my case. He told me that someone would call within 48 hours.

    Of course, I never got a call. I tried to use my TSN several times over the last two days, and it never worked. And I watched very disappointed as the 1TB Bolt sold out...

    I called TiVo back today, and the CSR saw that I had already called in once. He tried my TSN with the 500GB Bolt and it worked for him. Now I have a 500GB Bolt on the way that cost me about $250. So there's that.

    But I am disappointed that TiVo never called me and that I had to spend 40 mins on hold before I got a CSR today. Customer service does not seem to be a strength for TiVo.
     
    Last edited: Jul 1, 2017
  8. Jul 1, 2017 #208 of 283
    Millionaire2K

    Millionaire2K Active Member

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    Did you try to test buy with your TSN another box b4 calling? I wonder if your error was related to the 1tb just not being in-stock and the dumb website didn't reflect this.
     
  9. Jul 1, 2017 #209 of 283
    AntiPC

    AntiPC Well-Known Member TCF Club

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    I called on 6/28 because the TSN didn't work online. The CSR "took my order", but I never got an email, and there's no order online. There is a support ticket open, so I guess I'll call back on Monday and see if they'll honor the pricing. I'm actually having a bit of buyer's remorse at choosing the 1 TB Bolt over the 500 GB model so hopefully I can downgrade and get the promo.
     
  10. Jul 1, 2017 #210 of 283
    Gold51

    Gold51 The slow road, has the most adventure.

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    No call back either, even though the email said they would call back. Got my order done through CSR on Friday afternoon. My 500gb Bolt came to $288 with the 3 yr warranty. The CSR could still see my hung order for the 1T Bolt, which was sold out. I am probably better off with the 500gb Bolt AND a warranty, than the 1T I originally tried to order w/no warranty. If that refurb crapped out later and I was left with a busted box, my wife would remind me how I should have gotten a warranty.:(
     
  11. Jul 1, 2017 #211 of 283
    brentsg

    brentsg Member

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    I would totally have bitten on a transfer for the 500 Bolt with no regrets. Even if I didn't use it, would be good insurance in case I'm not ok with cloud DVR when NHL starts back up. That's my biggest concern, since I watch most things time delayed, but while they are still airing. Otherwise I don't mind just buying some TV seasons to stream.

    Gonna keep the old S3 hooked up and TRY to watch this space.
     
  12. Jul 1, 2017 #212 of 283
    Gold51

    Gold51 The slow road, has the most adventure.

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    FYI, my new 55" 2017 TCL Roku 4K TV has 90 minutes of live TV program recording built in.
    It's an 55s403 model from Costco for $419- use their branded credit card and get 2x longer warranty. It also has HDR, which makes you wish all 4K and HD shows had that feature.
    Roku TV sets can now pause live TV
     
  13. Jul 1, 2017 #213 of 283
    DoubleFastForward

    DoubleFastForward New Member

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    I too had the invalid TSN problem on my old S2. I fired it up and had it connect in May after my S2 didn't qualify for the first sale -- saved two photos just in case. It took two days to get two different CSRs to override the TSN and manually place my order. And of course the Bolt 1TB sold out quickly. I now wish I had ordered using the TSN of one of my S3HD units, which was accepted, and then gotten them to change the TSN to be deactivated.

    @anti-PC: if you end up getting your 1TB order through, maybe we can swap. :)
     
  14. Jul 1, 2017 #214 of 283
    dmk1974

    dmk1974 DA BEARS!!!

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    TiVo reps really pissed me off. I had to call yesterday (waiting 35 min on hold) and they said the system was so busy, she took my order for the Roamio Pro $399 upgrade deal and said it would be done manually and they would call me back for my CC info. Did they call me? No!

    I called today and after wasting another 40 minutes, today's rep tells me that the offer is no longer active and they have no more Roamio Pros or Bolt+ units. I told them I KNOW the offer is no longer active TODAY, but that is why I have a case number (which I provided) stating the order would be honored. Dumb rep kept repeating that the deal is no longer available today. WTF TiVo?!?!?!
     
  15. Jul 1, 2017 #215 of 283
    Mikeguy

    Mikeguy Well-Known Member

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    Yep, bad rep. Having said that, are you now set, hopefully, in getting the deal?
     
  16. Jul 1, 2017 #216 of 283
    dmk1974

    dmk1974 DA BEARS!!!

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    Nope, not yet at least. I did an online chat this time and the rep on there gave me another case number and said I should get a call sometime in the next few days. Apparently they are still having "system issues". We'll see...such a pain in the rear this is!
     
  17. Jul 1, 2017 #217 of 283
    brentsg

    brentsg Member

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    Don't need a display, or have room for another, but I think it's neat they are doing that. It would be handy in a lot of situations.

    Not to beat a dead horse, but that's the bad blood that got me started with TiVo this past week. Ordering experience Sunday for a 48 hour sale where the site repeatedly failed, but put a pending charge on the CC each time. Monday they wouldn't make it right.. never did make it right, actually. In fact they denied having any site issues.
     
  18. Jul 1, 2017 #218 of 283
    jlb

    jlb Go Pats!

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    On one hand, I'm glad I did not jump to swap my working s3 TiVoHD..... working fine and no headaches with CSRs


    Sent from my iPhone using Tapatalk
     
  19. Jul 1, 2017 #219 of 283
    krkaufman

    krkaufman TDL shepherd

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    If it's any consolation, there are likely so many new/renewed units hitting the streets that eBay availability will be favorable (edit: for the buyer, for the near-term).
     
    Last edited: Jul 1, 2017
  20. Jul 5, 2017 #220 of 283
    Ereth

    Ereth Unemployed Bum

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    Believe it or not, TiVo actually called me to offer me the promo price I couldn't get during the sale. Didn't even question the TSN not having dialed in during the appropriate time and my new Bolt should be here in 4-6 business days.

    I honestly did not expect to hear from them, but my phone rang this afternoon and they had my address and my TSN so it was clearly TiVo.
     

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