Tivo, I AM TICKED!!

that sucks, have you tried contacting TiVoJerry or TiVoOpsMgr about this. they are both employees of TiVo and members of this forum. Not sure which would take this issue but one of them can look in deeper and get this righted for you.

 

The TIVO phone lines are a joke right now. I spent 2 hours on hold the other day for a problem I had with their wireless adapter. I never did get to speak to anyone . .after all that time sitting on the phone, I decided there were more important things in life and hung up.

Next day I only spent 45 minutes on hold, and by that time . .I just wanted to return the product and get my money back.

 

You have every reason to vent, Jeremy, and it's definitely something a rep should look into because that's unacceptable in every aspect. Did you document the time it was when you made the call and the name of the CSR that hung up on you?

 

Didn't TiVo outsource a bunch of engineering to India? Maybe the same applies to customer service?

 

Why does TiVo customer support always come down to this? Why not have the owners manual state "visit www.tivocommunity.com for technical support", and be done with it? Oh, I forgot, TCF is not affiliated with TiVo Corp.; silly me... TiVo Corp. needs to get their "proper" customer support fixed. How hard is that?? Is it too much to ask??

...

 

TiVo invested in a startup company in Taiwain called TGC and some execs from TiVo took positions as execs at TGC. the companies are very closely linked and TGC has produced a newer design of series 2 with ethernet port.

I have no idea how TiVo staffs the CSRs we call into.

there are periodic waves of complaints on long hold times and issues unresolved. Looks like we may be in another of those waves.

I for one am happy they do not send people here as first level of support

 

Atleast you talked to a real person. For a whole day I tried to contact them and after going through the menus I was redirected to a busy signal every time.

 

TiVo's business is very seasonal. Right now they are processing a large number of activations and support requests from the many, many Christmas TiVos. They increase staff for this purpose, but there is only so much training that you can give to seasonal help, so support suffers.

This explains the long phone wait times. It does not in any way excuse the terrible service and treatment that the OP received. I hope one of the TiVo reps stops by this thread to sort out the problem.

 

Sounds like the Accessories queue was full and your call overflowed to another queue. Not an excuse for the response you got and the agent should have been trained that occasionally they may get an overflow call. I'm not connected with Tivo at all, I'm just someone that occasionally programs call centers trying to explain what must have happend.

 

Just about the same thing happened here... Ordered the adapter Sunday w/2-day shipping, didn't receive the order email until Monday (but did have Sunday order date), call Wednesday to check on it and "Oh, there was a problem with your credit card." Okay, WAS ANYONE GOING TO CALL ME? They said "Someone should have called you." Okay, BUT THEY DIDN'T. There was no offer of free shipping, but you can be assured that if it gets messed up again, there will be.

 

Jeremy, Jen,

Did either of you ever get any resolution to your problem?

 

Well, we ordered another with second day, but of course it was Thursday...so two-day gets it here Monday. So, hopefully it will be here, as we have received a shipping confirmation.

 

A few weeks ago someone posting a negative comment regarding TiVo would have been destroyed by it's staunch supporters.

Now that Tivo rubes are also experiencing the same crappy service that other new users experienced during Christmas, people are listening.

Used to be people talked about how cool Tivo was. I was at a party just last night and a guy said he shipped his new Tivo back because the customer service was so terrible.

 

People post negative comments about TiVo support all the time. And they aren't "destroyed". It's not uncommon for any company to have support issues. It's just because this forum is so active that you even hear about them unlike a lot of companies. TiVo is one of the few companies that will browse a community forum and provide help. I don't see many of the other companies doing that.

 

at no point would jeremy3721 have "been dstroyed" by "staunch supporters"
He clearly stated his problem and it is a problem which is happening to more than just him.

Now if he had posted he ordered something 4 weeks ago for two day shipping and was mad no one contacted him yet and he refused to call them back then someone would have given him a hard time for not following through. Still no one would have thought that non shipment and no contact was the right thing for TiVo.

so tyring to cry foul just because "staunch supporters" are involved still falls flat and is still not much of a criticism

 

Nah, that was you. You got treatment that was appropriate for your posts. Polite posters are treated well here. Others sometimes get back what they spew.