Returns/Customer Service Issue

Discussion in 'TiVo Help Center' started by ThePhantomsGirl, Jan 11, 2006.

  1. ThePhantomsGirl

    ThePhantomsGirl Member

    412
    0
    Dec 29, 2003
    Tavares, FL
    This probably has been discussed on here many times...I seem to remember people upset about it before.

    I personally have bought three Tivos (two of which are working). My mother lives in the same house as I do now and I've been touting the joys of Tivo for quite some time now. Amazon had a great deal for a 40 hour box for $29.99 after rebate, so she finally decided she would try one of her own. To which I was thrilled so I could have both my Tivos back to record what *I* wanted to watch - LOL.

    Trouble is we don't have a landline so we MUST use wireless. No problem, my other two are set up that way. We even got through the Guided Set-up issue since we don't have a landline and have Vonage. After several tries we got it to work.

    The problem is that the Tivo didn't recognize the adaptor. (to keep this short it is a Tivo recognized one, I know it works as I tried it on my set, etc., etc.). Any way, after several calls back and forth to Tivo techs they decided the box wasn't working correctly. They will replace the one we bought. However, that took several phone calls to get them to take action which is bad enough to start with. (we are talking over 11 days here!)

    Now HERE LIES THE BIGGER PROBLEM. With other companies they will replace a defective unit and take the old one back - no problem. With Tivo - they won't send a new one until they get the old box back - OR they will charge our card to send the new one until they get the old one back. VERY VERY BAD SERVICE in my opinion.

    Now, I DO understand the fact they want the old box back and worry about that. But I feel they should ship the new one back and IF they don't get the old one back in say 15 or 30 days - THEN charge the card. That I could understand. But to charge it FIRST is horrible customer service. My mother was all for me telling them to go fly a kite and that she'd just forget this Tivo thing... After all until she gets her rebate back - she's ALREADY had them charge $199 to her card. This would be *another* $199. (....and of course this will mess up the rebate and that will be a problem ....sigh...)

    I think a lot of other folks would feel the same way. If I were a new TiVo customer I think I'd say the same thing. As it is I'm not happy with CS.....
     
  2. MickeS

    MickeS Active Member

    25,950
    18
    Dec 26, 2002
    Just chiming in to say I agree with you.... TiVo CS sucks...
     
  3. audiocrawford

    audiocrawford New Member

    231
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    Oct 19, 2005
    Why are you dealing with TiVo? Amazon has wonderful return policies. Send them an email and they will set you up. They'll ship you out a new one, and you have 30 days to get the other one back to them so you don't get charged.

    Next time, however, buy from a Brick and Mortar store. That way you can just walk it back in if you need to return it.

    TiVo CS is pathetic, avoid having to use them at all costs.

    Good luck!

    AC
     
  4. dgh

    dgh New Member

    4,891
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    Jul 24, 2000
    Yeah, almost any retailer provides better service and return handling than most manufacturers. Definitely try them first.
     
  5. evilipoo

    evilipoo Trust no 1

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    Apr 23, 2005
    So Cal
    Whatever you do, I would avoid any dealings with phone support... And for gosh sakes *don't* activate any subscriptions until you're all connected. Several of us seem to be having problems with support: http://www.tivocommunity.com/tivo-vb/showthread.php?t=279850

    Evidently I gave up too soon... it looks like eleven (business) days is the charm :rolleyes: but my Mom, too, was DONE...

    FWIW, I second the Amazon return suggestion.
     
  6. no-blue-screen

    no-blue-screen New Member

    331
    0
    Feb 14, 2005
    Laurel, MD
    About the cross-shipping (where they send you the replacement first), that is standard practice with every company I have dealt with to take your credit card until they receive the replacement. Where TiVo screws up is that they don't authorize the funds, they actually charge the card and if it takes over one month you wind up having to make payment on the $149 which will eventually be credited back anyway.
     

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