TiVo should send out email notices that Guide issues have been fixed

Discussion in 'TiVo Suggestion Avenue' started by Mikeguy, Aug 10, 2019.

  1. Mikeguy

    Mikeguy Well-Known Member

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    Recently, I had noticed a TiVo Guide issue (a station's entire schedule was screwed up: all the shows were there, but all listed at the wrong times). I reported the issue via TiVo's online Guide issue report form, and TiVo had it fixed between 36-48 hours later. Great!

    However, no notice was sent to me about this. At least as a marketing matter, when a reported issue is fixed, TiVo should shoot out an email letting the person who reported the issue know.
     
  2. TonyD79

    TonyD79 Well-Known Member

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    As I responded in another thread, I always get a notice. Usually the next day. Maybe two.
     
  3. Mikeguy

    Mikeguy Well-Known Member

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    TiVo likes you better. :)
     
    Last edited: Aug 15, 2019 at 3:04 PM
  4. TonyD79

    TonyD79 Well-Known Member

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    Give it a day or two. Especially through a weekend.

    I do wish they had a better ticket tracking system.
     
  5. Mikeguy

    Mikeguy Well-Known Member

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    Yeah, it would be nice if the ticket said what the issue was, for those of us with bad memories.
     
  6. babsonnexus

    babsonnexus Member

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    It would be nice if we could see the original ticket we submitted online with all of the details and not just the replies (and also see TiVO's replies and not just our own). It would also be nice to be able to use carriage returns!
     
  7. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    When I submit a lineup problem, I always get an email. I print it out and write the problem on the paper. Then it's filed with the others.
     
  8. TonyD79

    TonyD79 Well-Known Member

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    Big drawer of papers?
     
  9. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Not as big as you would expect. I also have a few years of release notes.
     
  10. Mikeguy

    Mikeguy Well-Known Member

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    Your TiVo papers are better organized than my tax returns. :)

    I double-checked, and no further communication from TiVo--just the original Thursday a.m. email acknowledging my filing of the report and providing the ticket number. And the ticket, under my account, shows as "Resolution Sent" for status (interesting--other tickets show as "Closed"). But as @TonyD79 says, maybe something will come later. Of course, the more important thing, though: the lineup issue was fixed, in 36-48 hours.
     
  11. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    Also, you may or may not get a survey.
     
  12. Mikeguy

    Mikeguy Well-Known Member

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    Survey? As to quality of service? I can't recall that I ever have received such a survey . . . .
     
  13. rie28

    rie28 New Member

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    I would assume that the email is not automated and someone from their team needs to send them manually.
     
  14. Mikeguy

    Mikeguy Well-Known Member

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    I received an email from TiVo today, notifying me of TiVo's fix of the issue (5-6 days after the fix). More than simply a form email, it went into detail about the lineup issue, including the background of the original goof-up, and the fix, and came from an identifiable person.
     
  15. rie28

    rie28 New Member

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    Probably name starts with R or J ;)
     
  16. Mikeguy

    Mikeguy Well-Known Member

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    Yep--beginning with an R and ending with a d. Know him? ;)
     
    rie28 likes this.
  17. Mikeguy

    Mikeguy Well-Known Member

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    I got a gold ticket: TiVo sent me a survey! ;)
     
    rie28 likes this.

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