[rant] I messed up and now Tivo is ripping me off

Discussion in 'TiVo Coffee House - TiVo Discussion' started by eisenb11, Aug 1, 2008.

  1. eisenb11

    eisenb11 Member

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    Redondo...

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    Bah, got another update.

    Talked to the highest level of Tivo CSR again and they made their final offer. Apparently policy is to do up to 3 months, but they'll do 5.

    Might as well do it, but Tivo basically just ripped me out of 6 x 13 = $78.00.

    So, my conclusion: unhappy with Tivo again.

    Let that be a lessoned learned people, pay attention to your credit card bill because you're responsible for everything - even if the other party messes up.

    Guess this will be a case of "Love the product, hate the company".
     
  2. Turtleboy

    Turtleboy Well-Known Member TCF Club

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    I think that is fair. After all, you should have some personal responsibility to monitor your credit card statements. They should be responsible to make sure it was adequately cancelled.

    It was human error all around, and 5 months is probably a fair compromise (while six would be better).
     
  3. eisenb11

    eisenb11 Member

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    Redondo...
    Sometimes I wonder if this stuff is intentional.

    Imagine this:

    1) start a subscription service
    2) don't cancel when asked and hope the person doesn't notice
    3) eventually when they do refund up to 3 months only
    4) profit

    Hmmm, I think I'm onto something... brb I need to start a company real fast...
     
  4. MichaelK

    MichaelK Active Member

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    my opinion (so take it for what it's worth)-

    most of the evil people in the world are really too stupid to think that far in advance. I think much of the world is just stocked by incompetent people and you unfortunately stumbled on one. (the person who didn't press the correct buttons to cancel you or the boob that set the system up so it doesnt work).

    it's the peter principle in action.


    politics aside- look at the people that we have as elected officials- in theory these are the best and brightest we have- yet plenty are still overtly stupid or at least make many bad choices in governing our country and the crook ones of them are thankfully so stupid they get caught doing stupid things.
     
  5. samo

    samo New Member

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    You got them! Assuming that they didn't lie, if they refund you 5 months of service you have their admission that they charged you after sub was cancelled. All you have to do is call your credit card company to get the rest.
     
  6. segaily

    segaily Member

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    There are companies like that. My ex wife accidentally signed up for one several years ago (a vacation discount thing) when she bought something online. On month 2 of the odd charge on my credit card I called the credit card company to find out what the charge was. The credit card company gave me the number to call and cancel the service and told me to call them back after I had canceled the service so they could put a note on the account saying it had been canceled. Apparently this company very frequently lost all record of cancellation requests. Nothing went on my bill after that so I have no idea if the company kept trying to charge me, but the phone rep at the credit card company sure sounded like he expected them too.
     
  7. eisenb11

    eisenb11 Member

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    Redondo...
    Unfortuantely, I talked with my CC a bit more and it sounds like things may get really complicated to go beyond 4 months.

    Tivo's got me trapped in a corner at the moment.

    I want to see what happens with the supposed 5 month refund before I decide what my next move will be.

    Should see the conclusion of that part within a week or two.

    I still want my remaining 6 months, will need to evaluate options.
     
  8. eisenb11

    eisenb11 Member

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    Redondo...
    From what I understand, AOL was pretty well known for this kind of thing, no?
     
  9. jjberger2134

    jjberger2134 Member

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    If you talk to the higher level customer service rep again, see if they can "date" the months that you are receiving a refund. I would suggest seeing if they can refund you the oldest 5 months, that way you can try with your credit card company for the newest 2-3 months, making your refund 7-8 months. Then you only lose a few months overall.
     
  10. restart88

    restart88 New Member

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    St....
    I had an AOL cancellation letter in hand and it still took 3 reps to credit it off my credit card and to stop the billings. :rolleyes:
     
  11. eisenb11

    eisenb11 Member

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    Redondo...
    Hmm, not a bad idea :)
     
  12. ZeoTiVo

    ZeoTiVo I can't explain

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    I think the problem is exactly the age of the older transactions and how they are probably already rolled up into financial reporting ala Sarbanes-Oxley. If it was easy to give you credit on the older months TiVo would probably give you a fuller credit.
     
  13. BlackBetty

    BlackBetty I

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    nah. All corps have "cushion" in their balance sheets to take care of items like this where they have to reverse some prior quarter/year items. But in this case, the dollar amounts are immaterial to warrant a balance sheet transaction.
     
  14. MichaelK

    MichaelK Active Member

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    i do think that's part of it honestly-

    I'm sure tivo has a budget line item something like "refunds to make people happy" and it comes out of there instead of them going back and changing revenue numbers for previous finiancial periods.

    But there does need to be some point where everyone involved in a credit card transaction things there is no longer any potential for change and I think that's were the 3-4 months thing comes from in the visa/mastercard rules and the FTC regulations/laws.


    If 11 months is OK to go back. Is 2 years? Is 3 years? At some point a line needs to get drawn. It's obviously been drawn at 3 (or 4) months. But tivo took money from another account to make the sub happy.

    I think if the OP had said "no 5 months is not enough' then they might have been able to get more. At this point it's like a defacto agreement has been reached it's not likely that the parties involved are going to think it's reasonable to reopen the issue to give him/her even more. I dont think the Credit card, tivo, the BBB, or even a court is going to think at this point that asking for more is 'reasonable'.
     
  15. restart88

    restart88 New Member

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    St....
    I used to work in the credit dept of a major retail chain. My take on this is that the normal system procedures and security protocols intended to thwart abuse accounts for a lot of the reasons why certain things that seem obvious to the customer for all intensive purposes could not be done. For example I was only authorized to credit 2 late charges but could have my supervisor remove up to 4 in accordance with certain account rehabilitation program guidelines. I'm not even sure a department manager had authority to remove more than 4. And if memory serves I don't believe even the manager could re-age the accounts beyond 6 months.

    That said, there was 1 guy in the whole place who had override authority and could pretty much do anything he wanted. This single last ditch option was for that "just in case" situation, like being ordered by a court to clean up an account such as in identity fraud. I think he handled the not much talked about celebrity accounts as well. ;) Only a handful of workers, including supervisors, even knew this guy existed on site.

    I came across these types of billing issues because for example some customers were being billed for insurance they never ordered and had been out of the country (we had a lot of active duty servicemen as customers) ever since they paid their account off in full. There are other variations, such as $2 in finance charges compounding to several $hundred and sometimes over $1,000. I made it a point to clean up these accounts as I came across them (my above and beyond effort, as other workers would just ignore these accounts) and regain customer trust. Upper management wasn't too pleased because it looked on paper like we were giving away the store one credited fee at a time.

    After I left for a better job elsewhere my former coworkers said they too were ready to jump ship as management was going nuts trying to figure out why they were now losing more money and now more customers as well and were blaming about everybody for the poor results.

    In the end rather than address the problems directly they found it easier to buy another company and basically let it try to collect every dollar billed. If I heard right that resulted in a little more of the money collected but even less return customers. As a result they started selling off some of their accounts receivables.

    So having thoroughly clouded my point I'm sure, there are legitimate security reasons to limit what workers can generally credit off of accounts and have reaged. OTOH there is a cost to a generally inflexible account resolution mentality that companies weigh to protect the best bang for the buck for them with the least amount of fallout. Providing good customer service DOES cost money, but so does poor customer service.
     
  16. jhimmel

    jhimmel Member

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    Chemlawn, from what I have read.
     
  17. eisenb11

    eisenb11 Member

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    Redondo...
    Actually, he said that the 5 month offer was the best he would do and that if I didn't like it, he was the highest level for approving this kind of stuff and that there was no one higher that would deal with this issue.

    That's why I mentioned earlier that I was pretty much "trapped in a corner".
     
  18. MichaelK

    MichaelK Active Member

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    I hear ya, but a complaint to the BBB or a letter to the president at tivo MIGHT have gotten you a little higher up the food chain. Maybe not. But I think now you are stuck with the 5 months.

    good luck though if you try something else.
     
  19. dad2n2

    dad2n2 New Member

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    call (408) 519-9100 ask for Cal Hoagland, Tivo interim CFO.
     
  20. ThreeSoFar'sBro

    ThreeSoFar'sBro Sports Nut

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    Macomb Twp., MI
    Spoke with CSR again today. They promised a credit, term'd my Series 1, and gave me confirmation numbers. CSR today said she didn't know what the first CSR did. I told her, I did: she did nothing. We'll see in 21 days if it worked!
     

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