TiVo support has been nasty recently; a sign of things to come under new ownership?

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Sparky1234, Dec 14, 2016.

  1. Sparky1234

    Sparky1234 Well-Known Member

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    And most of us would like to see picture in picture since TiVo has multiple tuners but they are not listening / non responsive.
     
  2. slowbiscuit

    slowbiscuit FUBAR

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    In the ATL
    The 2000s called and they want your PiP back.
     
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  3. Mikeguy

    Mikeguy Well-Known Member

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    Why the animus towards PiP, especially where TiVo already has a form of it in Roamio and Bolt screens?
     
  4. ej42137

    ej42137 Well-Known Member

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    The use case for PIP was back when we had to watch everything live; now that we record our programming, nowadays if one has to have multiple screens active to stay engaged it indicates that one should be making better viewing choices and find something worth paying attention to.

    If I wanted to watch TV on a tiny screen I wouldn't have bought a large screen in the first place. PIP is an idea whose time has past, and it belongs in the dustbin of obsolete tech.

    Like a lot of folks, I wish that I could turn it completely off. I do not like being spoiled while I'm looking at the guide, and I wish the screen real estate was put to better use.
     
  5. Mikeguy

    Mikeguy Well-Known Member

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    I guess it depends on one's multi-tasking preference and ability or not, in part. For sports, I definitely see it. And for my setting up a new TiVo today, it was great that I could have the setup occurring on part of my screen while I had a program going on in another part. Granted, though--how often does one have this occur.
    Different strokes--I like the window and not going to a stone-cold and silent screen when I'm just checking something. Why lose more time, for me.
     
  6. chiguy50

    chiguy50 U.S. Army (ret.)

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    I was a PIP-fanatic back in the day. A full-function PIP feature was a must-have criterion for any TV for me and it drove my decision to buy a Sony Trinitron 27" XBR TV with dual-tuner PIP back in 1992 (up to 32 simultaneous tiny PIP windows with a static image that automatically refreshed every few seconds), the KDL-46XBR5 in 2008, and my current XBR-55HX929 in 2013.

    But I almost never use the PIP anymore (just as I never use my TV's built-in tuners); as slowbiscuit wryly noted, it's outmoded technology with today's STB/DVR capabilities for freezing live action, swapping tuners, streaming content, etc., not to mention AVR's with the ability to select various video inputs married with different audio sources.

    PIP still has a role to play, but it is very limited IMHO. For example, I might wish to monitor the CC camera at the gate to my condo complex (via our Comcast digital cable lineup) in a small PIP window while watching TV.
     
  7. tvmaster2

    tvmaster2 Well-Known Member

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    After four or five phone calls, multiple incorrect emails, and more than I care to mention, TiVo has STILL screwed up a simple refund from December 8th, for a Mini unit they sent to me, which I returned five days later. The staggering amount of lies, inaccuracies and incompetence which Tivo CSR's have told me, at every level, has sunk to a new low. And this is all in Colorado. I've decided to not publish their names at this time, as it's Christmas. lol.
    My credit card company says "of course a charge can be refunded instantly without a waiting period. If they're telling you they have a 10-14 day waiting period, it's not because of any limitations we put on them. They're just holding your money for their own reasons"
    That's nice, but unfortunately, similar to most companies business practices.
    The real kicker is they sent me emails on Dec 8 and Dec 9th saying "we've got our unit back, serial # blah blah"
    But the unit is STILL ON MY ACCOUNT!
    So, they've got the hardware, AND the money.
    I told them on three of the calls that the $200 OTA that was sitting in my cart will not be purchased until they fix this, and can you note that on the case numbers.
    Guess what - they created case numbers with notes, but nowhere did they add that the customer is so ticked off he's decided to not go through with a purchase.
    Today is their last chance, and then it's over to credit card dispute and possible fraud charges for my time and the fact they have the unit AND the money (like I'd get anything back for that...lol)
    A great company that has turned to complete and utter rubbish....
     
  8. sfhub

    sfhub Well-Known Member

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    Sometimes vendors have a delay in processing to check the return for completeness, damage, etc. This can get backed up during holidays.

    I can't attest to what they told you, which seems different than what you experienced.

    Personally I wouldn't worry about it too much. As long as you have proof you sent it back, a printout of the return policy, and even better when you have proof they received it, which their email should constitute.

    Just dispute it with your credit card, which it seems you've already done? They will issue an immediate credit so you are not responsible for the payment, and then they will investigate. By the time they are done with the investigation, usually you have the refund from the vendor.

    In the worst case, I can almost guarantee you will win the dispute if you have proof they received it.
     
  9. Mikeguy

    Mikeguy Well-Known Member

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    It's the holiday season, they're likely hammered, they may need to check out the returned device to make sure it's the one that was sent and was not abused (consumers can do the oddest of things), they have their own system they follow, etc. In the end, you know that you'll get your money back, by credit card dispute if needed (which is extremely unlikely). My recommendation (and I've had like experiences as well, with bureaucracies not acting as I would like): get a hot beverage with some rum in it, enjoy being inside looking at the cold weather outside, and check for the processed return on your credit card next week. ;)

    By the way, is that $200 OTA in your cart including lifetime? If not, you may want to check it out at Amazon.com, where it was on sale yesterday, with lifetime, for $315.
     
  10. tvmaster2

    tvmaster2 Well-Known Member

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    They can't use the "holiday season" excuse. That's their business, and has been for 15 years. Hire extra people, pay the current ones better, whatever. They refunded part of the money the day the unit was returned. The reason the rest hasn't been credited is due to sheer, complete incompetence, not holiday staffing. I gave them four phone calls to get it resolved before going to my credit card company. That's enough chances. It's just a sign that the Tivo we've come to know is no longer :(
     
  11. sfhub

    sfhub Well-Known Member

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    Have you had experience returning stuff to them before as a baseline for comparison? I've never returned stuff to them. I've only had experience on the technical side. Perhaps it has always been this way with returns.
     
  12. Mikeguy

    Mikeguy Well-Known Member

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    You're likely right. But I guess my point: it is what it is, why let it cause frustration and waste time in the meanwhile? It's all going to work itself out. But that's me, trying to turn over a leaf.
     
  13. tvmaster2

    tvmaster2 Well-Known Member

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    Perhaps it has always been this awful, and it is indeed my first return of a product within the allotted trial period. Today I've been told that a unit that has been in Tivo's possession, and confirmed as such with an email from them, since Dec 8, cannot be removed from my account until they figure out their accounting crimes, sorry, errors. You heard that right: a Tivo Mini is listed as active on my account, and cannot be removed, even though it is sitting in their warehouse, confirmed as returned by both Tivo and UPS. If anyone has ever dealt with the crack Tivo 'supervisors' in Colorado, I'd love to hear how your dealings ended, as this one is just getting sillier every day. At this point, Tivo reps have obviously been told to hold onto the money as long as is legally possible. What a fantastic business model moving forward....
     
  14. sfhub

    sfhub Well-Known Member

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    But once you file a complaint with the credit card, they are holding the bank's money, not yours. That's what I would do if you haven't already and let it sort itself out without taking up more of your holiday time. I dispute stuff all the time when vendors behave this way and have never lost a dispute.

    Once you have that acknowledgement they received it, you are golden.
     
    Last edited: Dec 27, 2016
  15. atmuscarella

    atmuscarella Well-Known Member

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    I have never returned a unit for a refund, but back in 2010 I had a string of returns because of deflective units and selected having TiVo ship the replacement without waiting for my defective unit to be returned, which resulted in TiVo billing me for the new unit and then refunding my money when they received the defective unit.

    This happen 3 times (yes I had 3 defective units in a row) and in each case TiVo refunded my money 2 days after they received the defective unit. I wrote about it at the time with a completed detailed time line:Refurb Series 3 Saga for your Amusement
     
  16. tvmaster2

    tvmaster2 Well-Known Member

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    agreed. Five phone calls is enough. I've now been told 72 hours to refund the money, and until the money is refunded, they cannot remove the Mini from my account. If someone can explain that to me, good luck. They'll get 48 hours, then sadly, it will become a credit card dispute. Worst customer service I've had from a company in maybe five years, save for dealing with medical insurance companies, which is a completely different level of frustration.
     
  17. sfhub

    sfhub Well-Known Member

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    You have way more patience than me. The minute I feel a vendor is acting funny, I immediately dispute. It is an online process most of the time and takes less time than writing a post.

    They don't even look at it for 1-2 weeks giving the merchant time to process, and if you get the refund, the dispute is canceled automatically.

    After 1-2 weeks, the credit card company starts investigating, basically doing what you are doing.

    After a dispute I just call once every 4 days to check on progress, but mostly don't care that much, because I know one way or another I'm getting my money back and I've already been issued a temporary credit by the credit card company on the day I make the dispute, so the vendor is holding the banks money, not mine.

    This is especially useful on credit cards which don't see high traffic because it is annoying to make the payment one month, then get the credit the next month because the vendor dragged it out, then you have to either spend it, call again to have a check issued, or just let it sit until it self expires and they send you a check or you use portions up over time.
     
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  18. tvmaster2

    tvmaster2 Well-Known Member

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    Thanks - After seven phone calls and an elevation to a 'supervisor', whatever that means, I finally had the money refunded. TiVo is now a company incapable of doing things quickly, effortlessly, and honestly, as I was told many bizarre reasons along the way as to why they were keeping both their Mini AND my money.
    Bad taste lingers on.....hehe
     
  19. dlfl

    dlfl Cranky old novice

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    I don't think this indicates anything that new with TiVo. There have been many similar war stories on this forum for years now.
     
  20. Sparky1234

    Sparky1234 Well-Known Member

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    Seems to be getting worse based on responses.
     

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