Tivo out of hardware manufacturing

Discussion in 'TiVo Coffee House - TiVo Discussion' started by David Knowles, May 10, 2018.

  1. TiVo_Ted

    TiVo_Ted Well-Known Member

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    I won't respond to every comment here, but maybe I can help clarify things. As some have mentioned, TiVo have always had a desire to be in the software & service business. Our initial CE partnerships in the early 2000's with Philips, Sony, Toshiba, Pioneer, Humax, etc. led to a wide range of low-volume, expensive devices and inconsistent remotes (see attached). Last year, we partnered with one of our major hardware suppliers on the cable side to develop the new, TiVo MINI VOX for retail. While the industrial design was slightly upgraded for retail, the guts are the same as what we use in the cable operator space. The idea is to combine our manufacturing volume to get to lower costs and higher reliability. In our cable deals, the hardware manufacturer supplies the devices, but the cable company is responsible for support. We will be doing the same thing here. TiVo, and our award winning customer support, will continue to provide support for the hardware, even though it's being manufactured by a 3rd party. Oh, and this time we're maintaining full control over the remote control design.
     

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  2. Mikeguy

    Mikeguy Well-Known Member

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    Thank heavens--egads, such alternative remote designs!

    Will you also require that all new TiVo boxes come with a bend/hump? ;) (Kidding! And I like mine, including in white--a statement piece for the room!)
     
    cwerdna and TiVo_Ted like this.
  3. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Ok, I know you mean well, but what award do you get for this -> TiVo - Customer Help Forums
     
    das335 likes this.
  4. stile99

    stile99 Well-Known Member

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    Awwww. I was kinda looking forward to unleashing the power of the pyramid!
     
  5. sfhub

    sfhub Well-Known Member

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    If you ever had a dispute with TiVo that couldn't be resolved through customer support or executive relations, go to small claims court. It would cost TiVo more to send a rep than to compensate you.
     
  6. HerronScott

    HerronScott Well-Known Member

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    Yep, our first S1 TiVo was a Sony with that remote (and then we got 2 of the URC-6131B OneForAll universal remotes which was TiVo-specific as it also included thumbs up and down buttons and was close to the Sony to let us control both the Sony and our second S1 TiVo which was a Philips.

    Took us a bit to get us to the standard TiVo remote when we upgraded from the 2 S1's to 2 S3 OLED's (with lifetime transfer deal at the time).

    Thanks as always for your participation here! Will be interested to see what the replacement for the Bolt looks like (both physically and spec-wise). :)

    Scott
     
  7. slowbiscuit

    slowbiscuit FUBAR

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    In the ATL
    I thought that comment was funny too - they might have had 'award winning' CS long ago, but outsourcing everything to the Phillippines and ignoring your own support forums does not win you any new awards. Current CS is abysmal and Tivo should be ashamed at the state of it, as reported here by many members.
     
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  8. TiVo_Ted

    TiVo_Ted Well-Known Member

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    Pleasanton,...
    Sorry for my dry humor. I should have included a wink after my award winning comment. We are working hard to improve though!
     
    tim1724, JandS, kpeters59 and 7 others like this.
  9. Mikeguy

    Mikeguy Well-Known Member

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    Thank you, Ted. Need any feedback there? ;)
     
  10. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    I like dry humor. I love dry humor. Whoever told you that the support forums are being worked on has a tremendous sense of dry humor. Just follow my link. There has been no TiVo presence there in two weeks or longer.
     
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  11. slowbiscuit

    slowbiscuit FUBAR

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    Lots of talk, lets see some action please.
     
  12. rdrrepair

    rdrrepair Bill Knapp

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    I found my recent interaction to be appalling when I tried to report that my Premiere didn't receive the RC29 update. After a long... reboot/router/3 connection routine their offshore script reader told me my Premiere needed to be on HYDRA to be eligible.

    On the other hand. Their American based, consumer ambassador, tier one advocate kept me informed from start to it being resolved. I even receiving a gift that I requested a few months back.

    While not thrilled with their phone support I found their digital support to be responsive and thorough.
     
  13. stile99

    stile99 Well-Known Member

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    I really can't say the same at all, just goes to show how everyone's experience is different. I recently filled out the online form to report a lineup error, nothing happened. So I reached out on Twitter and was directed to the form. After I pointed out (again, since I mentioned it in the initial contact) that I was reaching out to them because the form didn't get a response, I was told to call. (And had to ask them what number would be best to call, because while a four-year old would have thought to include this information, they did not.) I called and after having some difficulty getting across what I wanted, was again directed to the online form. The rep was less than helpful, so I asked for a supervisor (and got the usual "they'll tell you the same thing" BS) and somehow got someone who understood what I was trying to do, worked with me, agreed that there was a problem with the listing, and submitted the request which was acted upon within the week. The only one I could say was responsive and thorough was that supervisor...the form was useless, Twitter was less than useless, and the initial phone support rep I think wears velcro shoes because the kind you have to tie are way beyond his ability. I agree, I'm not thrilled with their phone support either but it was the only way that eventually worked.
     
  14. foghorn2

    foghorn2 Well-Known Member

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    An employee of any company can get in trouble if the bad mouth another department with in the company. We all should be able to read between the lines.

    The TiVO CS in Utah weren't any better.

    Plus, lots of jobs losses in Ghina and the Philippines. We need to make China and Philippines great again.
     
    mrsean and ej42137 like this.

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