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Tivo no longer honoring Whiteout Sale renewals

Discussion in 'TiVo Coffee House - TiVo Discussion' started by BillJ4345, Nov 24, 2019.

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  1. Nov 24, 2019 #1 of 9
    BillJ4345

    BillJ4345 New Member

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    I just got off the phone with Tivo Support and they said that the prior agent was mistaken and they are no longer offering the $99.99 renewal for boxes purchased during the Whiteout Sale two years ago. At the time we was told that the plan would remain as long as the box was kept in service. I have been a loyal Tivo user with multiple boxes up until now but this has left a very bad taste in my mouth, even if it is only $50 !
     
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  2. Nov 24, 2019 #2 of 9
    BillJ4345

    BillJ4345 New Member

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    Nov 22, 2018
     
  3. Nov 24, 2019 #3 of 9
    BillJ4345

    BillJ4345 New Member

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    Nov 22, 2018
    Also, here is the email that I got to memorialize the renewal rate when there was a lot of uncertainty on this board. Very disappointing...

    TiVo Customer Support (Do Not Reply)" <tivo_support_donotreply@tivo.com> (tivo_support_donotreply@tivo.com)To:you Details
    Holiday-2017-Whiteout-Sale-Tha...pdf (253 KB)
    [​IMG]
    Hello William,

    Thank you for contacting TiVo Email Support!
    We apologize for the inconvenience this issue has caused you. If you take advantage of the Holiday 2017 Whiteout Sale promo for Annual Plan as $99.99, that should remain until the device ends its contract. If you have any disputes on this matter, since we have limited access/support here on Email, in terms of billing and account issues including order related concerns, please feel free to contact our Customer Service Phone Support at 877-367-8486.

    Hours of operations:
    Monday - Friday, 7am-6pm Pacific Time.
    Saturday & Sunday, 8am-5pm Pacific Time.

    The case number for this concern is 07601335. Please refer to this number if you choose to contact us again regarding this request. In order to reply to this email, please log into My Support at www.tivo.com/mysupport. Replies directly to this email will not be received.

    Thank you for your patience and understanding while we attempt to resolve this issue.

    Sincerely,
    Chadrinka
    TiVo Customer Support Representative
     
  4. Nov 24, 2019 #4 of 9
    schatham

    schatham Well-Known Member

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    "Annual Plan as $99.99, that should remain until the device ends its contract"

    That sounds more like a 1 year deal. Contract ends in 1 year. I think you misinterpreted this. It did not say as long as it remains active.

    Edit: If you already renewed once at $99 that would be evidence of continuation of the $99 deal. Make sure to mention this.
     
    Last edited: Nov 24, 2019
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  5. Nov 24, 2019 #5 of 9
    Mikeguy

    Mikeguy Well-Known Member

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    Escalate this to a TiVo supervisor. If you're already there, initiate "informal dispute resolution" with TiVo under its dispute resolution policy--that tends to get TiVo's attention and lead to rationality amongst the decision-makers.
    https://tivo.pactsafe.io/legal.html#user-agreement (2/3rds of the way down).

    Note that under the dispute resolution policy, TiVo is legally obligated to try in good faith to resolve the dispute (as are you). This avenue has worked in the past--it gets the dispute to the "right eyes."
     
  6. Nov 24, 2019 #6 of 9
    mattyro7878

    mattyro7878 Well-Known Member

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    "remain until the device ends it's contract". I don't understand that phrase. Probably meant to be confusing.
     
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  7. Nov 24, 2019 #7 of 9
    Mikeguy

    Mikeguy Well-Known Member

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    Another suggestion I've seen in the other thread discussing this issue (you're doing it in 2 threads, now, which leads to confusion):
    You also could try contacting TiVo_Ted, but he seems to have "gone deep" recently.

    I might recommend the above before going more formal with the Informal Dispute Resolution process.
     
  8. Nov 24, 2019 #8 of 9
    BillJ4345

    BillJ4345 New Member

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    Nov 22, 2018
    Fortunately I had all the case numbers and emails related to this. I called again and spoke with another rep who conferred with a supervisor - bottom line, the $99 renewal should be every year and they are going to refund the overcharge and note on the account that it is a $99 annual plan. As long as all that happens, I'm a very happy TIVO camper again !!!
     
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  9. Nov 24, 2019 #9 of 9
    BillJ4345

    BillJ4345 New Member

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    Nov 22, 2018
    I just want to make sure anyone else that jumped on that Whiteout Sale gets the renewal price that was promised.
     
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