Advertisements Ok, I know there are probably a ton of threads on the horrible service tivo has in terms of customer service, but I want to vent now so here is mine! I will say this, I have a series 2 tivo currently, I am on my 11th month of my year commitment, I wanted to get a series 2 dual tuner Tivo to make recording shows easier for me with all the conflicting programs I like to watch. On Friday morning I placed my order, waited and waited. Finally on Monday I received an email confirming my order, about time I thought. I called monday to see if they could tell me when the box would ship, they said it will go out tonight! I was excited, well tonight came and gone and tomorrow happened. I called Tivo back to find out if it shipped because I never got the shipping email they told me I would get. After waiting on hold an hour and a half I hung up because I had to go to an appointment. I got back, called customer service back up, waited another 30 minutes, finally got a hold of one guy and asked about the status of my order. He said "it shows that it shipped" and I asked for a tracking number, he said he doesn't see one, at that point I said I need some sort of shipment tracking information or to cancel my order. He said, I'll give you a case # and you can call back later tonight to see if it shipped yet. At that point I said, if you can't tell me the tracking info, then cancel my order now, if I Call back later I'll have to wait on hold for another 30 minutes only to find out I've been charged and it really is to late to do anything about it. He said "one moment while I process your request" and I heard on hold music once again, about 10 minutes later a woman answered and said that she was the supervisor and asked what I wanted, I said to get the tracking info or cancel my order, she said you can't cancel an order and I explained to her I wanted to see exactly where it says on my order email confirmation or on line it says that. She said go to the tivo website and search for "13-06-04", so I did and saw that it says How can I cancel or change my order? All orders are processed as soon as possible. We're sorry, but your order cannot be changed or canceled once it has been placed. Well at that point I said, well that isn't exactly easy to find that now is it? And she didn't respond, so I confirmed she couldn't cancel my order and she said once again, correct. So I asked if my card had been charged yet and she said "No it hasn't" and I said "Good, because once you try to charge it, it will be reported as lost or stolen and the charge will not go through unless of course you can tell me that there is a fee for that!" She said "no there is no fee for that". So I called my bank immediatly after that, told them the scenario and they let me report the card as lost and deactivated that account number. It's a shame, all I wanted was to cancel that order so I could go to a local store and pick up a Tivo unit so I wouldn't have to wait any longer, now because of this crummy service I am debating cancelling my current tivo at the end of this month which will thankfully be the end of my contract with them. Like I said, the service is excellent in terms of what Tivo can do. But they fail miserably in the customer service area. I really think with them being as big as they are they need some serious improvements or else they will lose the very customers they rely on to survive. Some may say I didn't give them enough time, but I feel like I did. I ordered Friday morning, they had all day friday, saturday, sunday and monday to get it shipped, they promised me monday it would ship. Tuesday, they told me the same thing they told me on monday. This is the SECOND TIME I had this issue with them, about 12 months between occurances!! I don't think it's to much to ask for tracking info, or if they could have told me the card was charged, the tivo was ready to go and it would be shipped that night I would have been content, but they had no clue when it would ship. And since they hadn't billed my card, I know it isn't close to shipping since they can't bill you until they have it ready to ship. I love my Tivo, I hate the customer service.