Tivo Not Refunding Money

Discussion in 'TiVo Coffee House - TiVo Discussion' started by seaninde, Oct 31, 2019.

  1. parzec

    parzec Wizard of Oz

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    But it is fraudulent if the merchandise was returned and you have proof. Try again, but initiate the chargeback online and bypass the CSR.
     
  2. parzec

    parzec Wizard of Oz

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    And who is your card issuer? If they really are summarily dismissing a charge dispute without allowing you to initiate an investigation (doubtful), then they are in violation of federal credit laws. Try again because this sounds fishy.
     
  3. dlfl

    dlfl Cranky old novice

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    Failing to credit a return within a time period the customer likes -- is that something they would normally investigate?
     
  4. Charles R

    Charles R Well-Known Member

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    Wrong. :) Call back and ask for the dispute department. They will instantly put a hold on the charge (you won't have to pay until it's resolved). Give them the return tracking number and you should be good to go. Down the line they may mail you a form to fill out and submit if TiVo doesn't correct the issue within x days. Regardless you'll win as long as you have proof of returning the item in question and they will freeze the charge until you do.

    Somewhat outside the scoop however at times the credit card company will simply (internally) write-off the charge and credit you accordingly. I have had this happen on a few occasions. However the smaller the charge the better the odds of this happening... last time it happened I was upset because I wanted to "force" the company to correct their error and they let me off (the hook).
     
    Last edited: Nov 5, 2019
  5. mpf541

    mpf541 Member

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    I don't know I just returned a tivo and while it took a few days after they received it I did get the credit back. All companies are this way fast to charge to and slow to refund.
     
  6. tivolocity

    tivolocity Member

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    I bought a Bolt back in July that FedEx lost. Dealing with TiVo was a nightmare. FedEx pretty quickly found the Bolt and shipped it back to TiVo, but didn't update the tracking info. It still showed pending delivery. And, when TiVo received the Bolt, it never got associated with my order. TiVo's attitude toward me, while not explicitly said, was that I was trying to somehow rip them off by getting a refund for a Bolt that was still being delivered to me. Hmmm, not quite sure how I would get away with that since the Bolt requires connecting to the TiVo service which would tell them that I had it. Anyway, once they figured out they received the Bolt from FedEx and they owed me a refund, it still took several more phone calls where I was told they were processing the refund and about 6 weeks before I actually got the credit.
     
    TiVoEvan74 likes this.
  7. Mikeguy

    Mikeguy Well-Known Member

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    IMHO, avoid lots of aggravation and give TiVo the month, and then, if there's no credit in a month, call and complain and escalate.
     
    dianebrat and compnurd like this.
  8. seaninde

    seaninde Active Member

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    Called again today. They confirmed they received the device on 10-17-19. Took 10 minutes of hold and they come back and tell me they received device billing need to send this up to an escalation team to look at and they will make it high priority and then it will be 7-10 business days for the credit. I am pissed at this point.
    Why the hell would it need to go to an escalation team. So I ask them why it was not just refunded after they received device and they say they are not allowed to disclose that information. WTF. They are stealing my money basically. I had recently bought another Bolt at Best Buy to use instead of the new edge I returned. So I returned it yesterday too as I am about over this company.
     
    TiVoEvan74 likes this.
  9. tivolocity

    tivolocity Member

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    I was actually told the same thing, 7-10 business days. And, when I called back after not getting the refund in 7-10 business days they would say for some reason the last person I spoke with didn't actually initiate the refund and it would be another 7-10 business days. It might be the worst customer service experience I've ever had. Especially when compared to Amazon, who in many cases issues the refund as soon as your return is scanned by the shipper.
     
  10. seaninde

    seaninde Active Member

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    Yeah I did not expect it as fast as amazon, but their website says 10 days after being received. I started a charge back with my CC company today too since they keep giving me the same line over and over and that way no interest is charge on that amount. Are they in that bad financial shape they don't want to process refunds?
    I am wondering who put this policy in place and why they cannot disclose any information on the delay. Very shady. I certainly will never buy direct from Tivo again.
     
  11. schatham

    schatham Well-Known Member

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    I returned a Bolt in July and had my refund within 2 days after they received it. They are jerking you around for some reason.
     
  12. WVZR1

    WVZR1 Active Member

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    The WV...
    OP -

    This return was done with a TIVO issued RMA and a 'RETURN SHIPPING LABEL' issued by TIVO? It's very difficult to believe that there's not some 'self-inflicted' issues - OP hasn't yet mentioned even a 'reason' for the return!
     
    gary.buhrmaster and kdmorse like this.
  13. tivolocity

    tivolocity Member

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    I'll admit my situation was far from typical, and certainly not "self-inflicted". But, in my case, and in the case of the OP, TiVo acknowledged having received the unit. I don't know about the OP, but mine was unopened. Why were we both told 7-10 business days for a refund? Has TiVo recently farmed out their customer service to a different provider?
     
  14. seaninde

    seaninde Active Member

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    Yes it was a return label from Tivo, Item was hooked up and I hated the picture quality, plus no DV for Sony TV's . So I boxed it back up, started a return, put on their label, dropped it off at Fedex. The plastic covering on the unit was not even removed. Tracking number confirmed it was delivered and signed for on Oct 17th at TX facility. Tivo policy says 10 days to process. Not sure what else I could have done. So no there is nothing more to the story. I was one of the first to receive these new units and probably one of first to return it. Also why would a customer service agent say something like "We are not allowed to disclose why it was not processed". That kind of statement is very shady.
     
    TiVoEvan74 likes this.
  15. cuibap0

    cuibap0 New Member

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    If I buy the Edge, I would buy from Amazon. There is NO benefits buying directly from TiVo. Returning to Amazon is super easy.

    Sent from my SM-G975U using Tapatalk
     
  16. seaninde

    seaninde Active Member

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    Yup I will never buy from Tivo direct again. It was just that was the only place it was available at the time. But its been a nightmare ever since dealing with the return.
     
  17. Mikeguy

    Mikeguy Well-Known Member

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    Buying direct from TiVo, the subscription is pre-installed on the box, if that matters to a purchaser. But more importantly, a TiVo company special sale on the box. Also, in a purchase via telephone, I've managed to get TiVo to provide some extra benefit, e.g. throwing in a free Slide Pro remote (longer-term customer here).
     
  18. tommiet

    tommiet Active Member

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    TiVo is so desperate to make a few pennies that they hold on your money for a few extra days. Maybe trying to get the stock price back over $8.00 a share again.
     
  19. schatham

    schatham Well-Known Member

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    Amazon had a lot of theft issues that would not be noticed for a few months, then DVR's were canceled for fraud to unsuspecting owners.
     
  20. aspexil

    aspexil Member

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    I don't understand why this would be a nightmare. Call the credit card company. I've only ever had one situation where a credit wasn't issued immediately and a call to the cc company put a hold on the charge and the merchant eventually credited the refund. CC companies can also withhold future payment to a merchant to cover any charges on hold. And cc companies tend to side with their card holder.
     

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