Problem with TiVo Rewards from Credit Card

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Zevida, Dec 2, 2004.

  1. Dec 24, 2004 #41 of 141
    Zevida

    Zevida witless and unarmed TCF Club

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    millershane:

    That is exactly the type of run-around I got from them. Juniper said they sent the points and they can't do anything, talk to TiVo. I talked to TiVo and they said that they can't do anything, I have to talk to Juniper. Um, don't the two companies have an established business relationship? Talk to each other!

    Good luck!
     
  2. Dec 27, 2004 #42 of 141
    millershane

    millershane Software Developer

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    12/27/2004 - The wait continues.....
     
  3. Dec 27, 2004 #43 of 141
    angra

    angra Old Fogey

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    Still no response to my open request for investigation.

    2nd monthly statement has arrived (and 4 business days passed) with no points applied at all.

    I will not be using the tivo CC much longer without getting what I was promised.
     
  4. Dec 28, 2004 #44 of 141
    drosoph

    drosoph Distinguished Member

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    12/28/2004 -- Should we give up ?
     
  5. Dec 28, 2004 #45 of 141
    CraigEagle

    CraigEagle Code-a-holic

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    I called in to ask about my 'dispute'. The Juniper Service Rep said that she can see that my dispute was sent to the 'Executive Team' and that is can take them up to 10 business days to even look at the item.
    I write software for call centers. If their executive team is taking up to 10 business days to look at an issue something is seriously wrong. They need to figure this out. The whole point of having the card is to get the rewards. I for one will not give up. I will hound them day and night until I get the service I signed up for. I understand that it is the holidays and people are short-staffed but this is unacceptable. And dammit I want my iPod.
    - Craig
     
  6. Dec 28, 2004 #46 of 141
    CraigEagle

    CraigEagle Code-a-holic

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    Several minutes after my last post I received a call from Juniper. So they may be monitoring this forum. The very nice rep said that they have identified the problem. There is an error on the Juniper side. She said that they are working very hard to fix the issue and as soon as it was fixed she would call me back. She did not know the timeframe for fixing the problem.
    - Craig
     
  7. Dec 28, 2004 #47 of 141
    c3

    c3 TiVoholic

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    That's good to hear. I just got off the phone with Juniper a few minutes ago. The CSR was basically clueless and gave me an excuse why the points are not credited yet. I'm waiting for those last few points to get an iPod!!!
     
  8. Dec 28, 2004 #48 of 141
    Zevida

    Zevida witless and unarmed TCF Club

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    Fortunately my points for my second statement arrived right on time in my TiVo Rewards Account, so it looks like they fixed the problem on my account. I also received a letter from them yesterday saying that my email address needs to be the same for both accounts (it's not), so I'm going to fix that today. You guys may want to double check that.

    The letter also said that TiVo and Juniper were actively looking to address the problem as other customers have experienced it as well. I'd suggest everyone hang tough. I sent a letter addressed to their CEO, and the letter I got back is from the Executive office, so that might be a place for people to send complaints and light a fire.

    I hope everyone's points show up soon!!
     
  9. Dec 30, 2004 #49 of 141
    drosoph

    drosoph Distinguished Member

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    Heck, I dont even get the email updates anymore ... I did get 1 once!

    No points for December yet :( ...
     
  10. Dec 30, 2004 #50 of 141
    bgreen5

    bgreen5 Contrast Rebel TCF Club

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    My points are late, just like everyone else's. :(

    but I don't believe that Juniper is a "shady" company. I just think somebody at Juniper screwed up.

    I called their customer service a couple of days ago (before I found this thread), and got the same response everyone else has... "not sure why"... " "TiVo is late in recording the points"... "says in my log here to wait up to 30 days for points to register"... blah blah blah. If the points don't show up, just fax your last statement showing the disputed points to our "Executive Office".

    It won't bother me as long as the points for the 12/13 statement get recorded once the next statment arrives... and even better if they double the points for an extended full year.

    Annoying, but not the end of the world yet.

    As a reminder, when I signed up for TiVo Rewards, there were statements to the effect that the program can terminate at any time. At first, I was nervous that the Rewards program had been canned, but it seems more obvious now that there was simply a screwup in transferring everyone's points.
     
  11. Dec 30, 2004 #51 of 141
    TiVoBill

    TiVoBill New Member

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    Just to let you know -- we are looking into this issue with Juniper. Most customers are getting their points correctly, but there may be an issue with some points being received this month. We will post an update as more information becomes available. We apologize for the inconvenience.
     
  12. Dec 30, 2004 #52 of 141
    markp99

    markp99 TakoKichi TCF Club

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    I'm a new Juniper customer (gulp). Where do you see the accumulated points?

    When I log onto the Juniper site, I can see my recent charges logged; so, I presume there is a clear audit trail to ensure full (maybe not timely ;)) credit for each and every point, right??
     
  13. Dec 30, 2004 #53 of 141
    Turtleboy

    Turtleboy Well-Known Member TCF Club

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    Every credit card's reward statement, AMEX, etc, have the right to cancel their program at any time.

    How is this different?
     
  14. Dec 30, 2004 #54 of 141
    Zevida

    Zevida witless and unarmed TCF Club

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    markp: go to www.tivo.com/rewards and sign in and you will see your total points balance. You can view your points transactions history, and the credit card points will show up as an "other".

    nathan: Don't knock TiVoBill. He really helped me out.

    I wasn't going to do this, but...if anyone wants a phone number and name to contact someone in Juniper's executive office, send me a PM. You won't be able to get in touch with her until Monday, because her hours are 8-5 M-F. I'll give you her contact info as long as you don't tell her who you got it from ;)
     
  15. Dec 30, 2004 #55 of 141
    Cabinwood

    Cabinwood Well-Known Member TCF Club

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    I got a phone message from someone in the Executive Offices a few days ago and asked me to check to see if I got my points yet. I hadn't, so I called her back this afternoon. She assured me that she would get me my points ;)

    I'll let y'all know...
     
  16. Dec 30, 2004 #56 of 141
    wouldworker

    wouldworker _

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    Is every person affected by this mistake going to have to call and badger them into giving up the points? I assumed that they would recognize such a large error after the half dozen or so of you called and then they would fix it for everyone. Now I'm getting the feeling that only the squeaky wheel will get the points. I was supposed to get over 8,000 points last month and I'm going to spend about $10,000 this month, so I guess I'd better start squeaking.
     
  17. Dec 30, 2004 #57 of 141
    TiVoBill

    TiVoBill New Member

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    No need to call. They are investigating the issue now and all of you will receive the points that you are entitled to once they get everything straightened out. Again, sorry for the inconvenience.
     
  18. Jan 4, 2005 #58 of 141
    bgreen5

    bgreen5 Contrast Rebel TCF Club

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    Just checked my TiVo Rewards account, and the points from my December 13 Juniper statement have finally been credited. Yay!

    However, I never received any e-mail telling me my points would be doubled beyond the first 6 months (sigh). Oh well.

    Did everone else's accounts get updated too?
     
  19. Jan 4, 2005 #59 of 141
    Cabinwood

    Cabinwood Well-Known Member TCF Club

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    Yea! I got my points! I checked early today and they weren't there but they are now...
     
  20. Jan 4, 2005 #60 of 141
    jennifer

    jennifer Well-Known Member

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    Mine are there, too. WOO HOO!
     

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