Tivo deactivated my Bolt and wants me to pay for replacement!

Discussion in 'TiVo Bolt DVR/Streamer' started by Riftur, Nov 27, 2020.

  1. Riftur

    Riftur New Member

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    Nov 1, 2016

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    When Tivo added the new ad feature when you play recordings, my Tivo bolt started rebooted itself. After 3 months of the rebooting which was getting worse, I contacted support and was told there is a hardware issue and I need to buy a replacement Tivo (I made a mistake taking their word for it because after I did research and found tons of people complaining about it). So I paid $150 for the Tivo and another $200 deposit. After I got off the phone, they deactivated the ads and my Tivo worked perfectly again. I contacted them before I got the replacement and told them what happened and that I was returning the box they sent me for a full refund. Getting my refund turned into 3 weeks of craziness. I would call and I would be told it would be another 10 days every time. So on November 3rd my Tivo stopped working with error message Tivo service interruption. The same day, I only got the $200 deposit back in my account. Apparently they thought for some reason I switched boxes. Even though I had called multiple times requesting my refund (money is tight because of covid). I contacted them right away about the issue. Over the last 4 weeks I have spent over 6 hours on the phone with their tech support and they can not figure out why they can not turn it back on. I spoke with 1 supervisor who said they will get authorization to send me a replacement for free. When I called back and spoke with a different supervisor, they said its their policy that I pay $150 for the replacement and there is nothing they can do about it. They deactivated my box and I am supposed to pay for their mistake? I have been a Tivo customer since the series 1 Tivo and currently have 2 bolts and a series 3 which are still in use. I will never give Tivo money again after this. BUYER BEWARE!
     
  2. shwru980r

    shwru980r Well-Known Member

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    Jun 22, 2008
    If you're walking away, then initiate a chargeback for the outstanding $150.
     
  3. Riftur

    Riftur New Member

    4
    2
    Nov 1, 2016
    I contacted my bank and opened a case for the refund and a few days ago it was resolved and I got my money back. Also, I decided on my own to do a master reset, which actually fixed the issue. I do not understand why 2 months (8 hours on the phone, no exaggeration) working on this issue with Tivo, no one told me to do it. Before this happened, I was thinking about getting their new streaming service, but I will never give this company money ever again. When a real company makes a mistake and they are not able to fix it in a reasonable time frame (a few weeks tops) they usually take responsibility and replace the product. They do not try to make you pay for their mistake. I do not know what changed at Tivo, they used to be a great company. I bought a Tivo as soon as they came out and have owned multiple units since the beginning. I guess when they already have your money (I buy lifetime subscriptions with all my units) they stop caring about their customers.
     
    shwru980r and NorthAlabama like this.
  4. chiguy50

    chiguy50 Well-Known Member

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    Nov 9, 2009
    Atlanta, GA
    Glad to hear that you finally got this resolved to your satisfaction. Persistence pays!

    What happened, in a nutshell, is new ownership (several times over) and a change in corporate philosophy.
     
    shwru980r and Riftur like this.
  5. shwru980r

    shwru980r Well-Known Member

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    Jun 22, 2008

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    It's galling to me that they won't add an OTT app to their new streaming device to allow access to their legacy DVRs.
     

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