Tivo c/s

Discussion in 'TiVo Coffee House - TiVo Discussion' started by TheJose1972, Nov 12, 2017.

  1. slowbiscuit

    slowbiscuit FUBAR

    Sep 19, 2006
    In the ATL
    Account stuff is easy. What we have a beef with is simple troubleshooting of issues that are clearly on Tivo's end, like the time getting set 2 minutes fast (a recent issue). Or widespread BSCs, a recurring problem.
  2. slowbiscuit

    slowbiscuit FUBAR

    Sep 19, 2006
    In the ATL
    Um, because the Philippines doesn't use Tivos? Pretty obvious. Even if they are 'trained' on them, they don't use them on a daily basis like we do. They're not eating their own dog food so they're just script kiddies.

    Anyone that doesn't grok that this is Tivo cheaping out on CS is clearly not getting the problem.
    philco782 and atmuscarella like this.
  3. idksmy

    idksmy Guest

    Jul 16, 2016
    Um, you are expecting Level 1 support staff to be product experts which is ridiculous. Anyone who groks that is clearly not thinking logically.
  4. chiguy50

    chiguy50 Well-Known Member

    Nov 9, 2009
    Atlanta, GA
    Let's be honest: We have no way of knowing what kind of training those third-party reps receive (to include hands-on orientation modules for all I know), we are only able to judge their competency based on our own occasional interactions and anecdotal feedback from other users. I think it's fair to conclude that the overall effectiveness of the resulting customer support leaves a whole lot of room for improvement; however, I myself have had a handful of very positive experiences dealing with the current off-shore reps and so I would have to say that it's largely a matter of the luck of the draw. IOW, as in other commercial sectors, if you're getting bad service, just hang up and call again. It's a hassle, but that's about where we are in today's digital marketplace.
  5. Brendan4786

    Brendan4786 New Member

    Sep 12, 2016
    My last two interactions with c/s I have only received generic help documents attached to the reply emails. The usual response of power cycle/clear downloaded guide/connect to Tivo service which has NEVER fixed a problem that I had to contact them about
  6. slowbiscuit

    slowbiscuit FUBAR

    Sep 19, 2006
    In the ATL
    No, I'm expecting Tivo CS to be Tivo employees who get free boxes and therefore use them on a daily basis like we do. It's not that hard to understand, but it's also too expensive for their tastes.
  7. csell

    csell Member

    Apr 16, 2007
    I used to really like their support. They were very friendly, helpful, and pleasant to talk to. Once I called to place an order for a MoCa adapter because their website wasn't working. The lady I talked to was having the same problem as the website where the credit card wasn't being processed. She tried like 2 or 3 times and it kept failing. So she finally decided to give it to me for free - about a $100 value. That was nice - back then....
    JACKASTOR and NorthAlabama like this.

    JACKASTOR Active Member

    May 26, 2011
    And the best thing at that time for you I bet was, not that you wanted anything for free, but that they just did the right thing and went over the top for you.

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