TiVo Loses 163,000 Subscribers In October ‘08 Quarter

Discussion in 'TiVo Coffee House - TiVo Discussion' started by TampaDon, Nov 26, 2008.

  1. Jan 4, 2009 #121 of 131
    F. Jones

    F. Jones Gorilla at Large

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    I'm not complaining about this at all. When I bought the TiVo, I didn't know how long the company was going to last, so I took a route that seemed reasonable and it didn't pay off, financially. Nonetheless, I enjoyed the service so much that I happily paid the monthly fee without complaint. It was completely worth it to me.

    My issue is with the poor customer service. I pointed out my particular situation only to highlight the fact that I'm the kind of customer TiVo should be trying to keep (ie, the best for their bottom line).

    There's nothing irrational about paying a fair price for good service and not upgrading to get features that are of no interest to the customer. Responding positively to poor service would be irrational.

    You're misrepresenting and mischaracterizing the response. It was weeks before there was any response from a TiVo employee, at which time all he said was that they were "investigating". Well, that's interesting, but it doesn't answer the obvious consumer question of "Do you have any plans to fix it?". This is an extremely reasonable question, given that UK TiVo users were told their Suggestions would never work again. At least they got an answer.

    Months later, he still had not answered that question, and the phone techs (the only official TiVo communication) were still giving false information to the customer. During this time, customers were continuing to pay full price for degraded service.

    Additionally, one rep, speaking unofficially in his spare time on an unofficial forum is not an actual response.

    A customer who seeks information as to why a contract has been violated is not irrational and the party that violated the contract without explanation or obvious mitigating circumstances is not to be defended by rational individuals.
     
  2. Jan 4, 2009 #122 of 131
    wkearney99

    wkearney99 Bill Kearney

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    Hell, just getting YOU to say one sentence would be nice. Give it a rest already.
     
  3. Jan 5, 2009 #123 of 131
    ZeoTiVo

    ZeoTiVo I can't explain

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    umm, best for their bottom line is a customer who upgrades without looking for a handout or who at the least understands he is running on legacy hardware that will not get the same support it would have gotten 5 years ago. TiVo is indeed doing what is best for their bottom line and that line moved beyond Series 1 a while back.
     
  4. Jan 5, 2009 #124 of 131
    samo

    samo New Member

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    Smart thing for TiVo bottom line would be to send free refurb series 2 to all series 1 monthly subs (perhaps with 1 or 2 year commitment requirement).
    But I don't recall the last time time TiVo made smart business decision except for lawsuit.
     
  5. Jan 5, 2009 #125 of 131
    ZeoTiVo

    ZeoTiVo I can't explain

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    if they could drop all phone the mothership support with that then it probably would give them a positive return. Too bad they have such a hard time convincing people to use broadband.
     
  6. Jan 6, 2009 #126 of 131
    MichaelK

    MichaelK Active Member

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    do a lot of new S2 and S3's really still use the phone line?

    Maybe they should include wifi in the boxes?

    But in the mean time- if that is a problem then why not just charge extra for phone vs broadband connections?

    curious
     
  7. Jan 7, 2009 #127 of 131
    F. Jones

    F. Jones Gorilla at Large

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    I am just such a customer.

    Is it your position that TiVo should lie to their customers and violate contracts without explanation? Please answer this question.
     
  8. Jan 7, 2009 #128 of 131
    ZeoTiVo

    ZeoTiVo I can't explain

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    in your case there was a problem with the Series 1, maybe. TiVo tried to deal with it - did determine there was indeed an issue and I assume are in the process of trying to fix it. I have not followed the threads after my initial curiosity.

    It is more than just my opinion that no company should lie to their customers nor violate contracts. Kind of built into our business laws.

    It is also my opinion that companies have a hard time with legacy stuff that no Subject Matter experts are around for anymore. TiVo may well have had a confused response to what was happening with some people in Tivo knowing more than others and all of them trying to get to the same root cause and then if it is something that needs fixed and then how.

    TiVo could not live up to your expectations of correct data in the timeline you wanted. if you want to accuse them of deceit and contractual negligence that is your concern but in my opinion it is an over reaction.
     
  9. Jan 7, 2009 #129 of 131
    wkearney99

    wkearney99 Bill Kearney

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    Yes.

    But only when that customer whines incessantly about it. Enough already. :thumbsdown:
     
  10. Jan 7, 2009 #130 of 131
    berkshires

    berkshires Member

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    What was so intensely complex that stopped working?
     
  11. Jan 8, 2009 #131 of 131
    F. Jones

    F. Jones Gorilla at Large

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    So, after all the bluster, we basically agree on all the relevant points.

    Perhaps if you had read them more carefully, you would understand the issue, and wouldn't defend something you most likely don't actually agree with.

    It's a contractual agreement to provide Suggestions as part of the basic TiVo service. The issue has nothing to do with my personal beliefs.

    That it is a violation of contract is simply a statement of fact. They know about the problem, but tell the customer something else (they are continuing to do so to this day, by the way)...that is either willful deceit or utter incompetence.

    Since it seems clear you think all of those things are bad, it could be that you defended TiVo simply because this is happening to people who aren't you.

    Fair enough.
     

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