TiVo Support - Just venting

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Sooty70, Aug 15, 2007.

  1. Sooty70

    Sooty70 New Member

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    Feb 17, 2005
    We have 2 TiVo boxes and today I called to cancel one of them. Just one, not both. I spoke to 2 women, I was on hold 3 times and spent a total of 50mins on the phone - mostly music. The 1st woman couldn't help me and transferred me to a specialist who spent more time trying to sell TiVo's HD (it's better than Comcast's Super Def), etc. I asked her to just cancel the account and she insisted she HAD to tell me this stuff. What a joke. I know it's a tactic to prevent them from losing customers but I was only cancelling ONE box. They almost lost a customer because of the way I was treated and spoken to. Funny how I've been able to do everything else online...except for canceling a box.

    Rant over! Thanks for listening. ;)

    Cheers, Max
     
  2. TiVotion

    TiVotion Early Adoptersaurus

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    As much as I love TiVo, my few and only interactions with support haven't been stellar either, I'm sad to say.

    I called to cancel 2 boxes and the girl spent 5 minutes trying to convince me to give them to someone else instead of cancelling them. Finally, after I insisted I had no one else to give them to right now, I was assured they were cancelled.

    The next month, the charges for those boxes appeared again. They were never cancelled.

    Called back again, and was told that I asked to have the boxes left open until the next billing date. I didn't request that.

    I understand why they make you call to cancel a subscription - it requires more effort and it forces you to be really commited to cancelling the service. But for sake of convenience, I would rather be able to subscribe and un-subscribe a box online. I view companies that force me to call to cancel, yet happily let me spend money online, with a bit of aggrevation.
     
  3. Sooty70

    Sooty70 New Member

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    The 2nd woman I was talking with was really awkward. She was halfway through some sales pitch when I had to interrupt. I said something like this, "Excuse me. I don't want to be rude but I've been on the phone for over 40 minutes now and I really just want to cancel this DVR, can you do that for me please?". I didn't raise my voice and I didn't use any expletives but she felt the need to say, "Don't speak to me like that". I was gob smacked. I told her I wanted to get to work and she kept insisting that she HAD to tell me some more information and that she couldn't because I kept interrupting her. She told me that what she was saying wasn't a sales pitch even though she kept telling me how TiVo is true HD and Comcast is not. All I can say is that my Comcast HD looks mighty fine on my Sony 60" screen so it can't be that bad. :) I found it really weird that I needed to be put through to a specialist. I am sure the specialist in question specialises in convincing customers to NOT cancel. When she was telling me about all the services that I would be missing out on I had to remind her that I was only getting rid of ONE box and we would still be using the main one i.e. we wouldn't be losing any services at all. That didn't seem to faze her though. Eventually, when I convinced her to quit the sale pitch (which she insisted it wasn't - of course) and cancel the service, I was put on hold again. Every time I was on hold, I was on hold for at least twice the amount of time I was estimated to be. The first time was 10mins (really over 20min). The second time was 5mins (really closer to 15mins). I only spent about 5mins total speaking to anyone.

    Even though it was me being given the runaround, she managed to make me feel like the bad person. I would contact TiVo if I thought they would give a damn but after today, I am confident that they would not.

    My only other option is to dump TiVo and go with a total Comcast solution, but that's not much better. I've had an OK experience with Comcast (except for price hikes, service changes, unprofessional technicians) but I know people who have had many problems. BTW, I've been waiting for Comcast and TiVo to hookup - something that has been on the cards for months but the woman told me today that the TiVo software that Comcast would be using would not work with the HD boxes. I guess today's phonecall does have a silver lining (assuming she's telling the truth).
     
  4. LBCABob

    LBCABob Member

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    Long Beach...
    I have found it easier to report the credit card lost/stolen to prevent more charges than to fight with cancellation idiots.
     
  5. wolflord11

    wolflord11 Lord of Darkness

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    Madisonville...
    You mean Tivo has what many call "Support"?

    Tivo Support has got to be one of the best jokes out there.......

    Tivo is great at selling units, setting them up quickly and reasonable easy, but wait till you want to cancel a unit, or something goes wrong.... then you get to really see tivo Support at its finest :D
     
  6. Atomike

    Atomike New Member

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    Jun 12, 2005
    These tactics are indicative of an organization that hates its own customers, and does not care about morality or what is right. This is, I believe, a pretty clear example of fraud on Tivo's part - using unethical tactics to prevent customers from canceling. Everyone spread the word to everyone you know - Tivo hates you, and wants to rip you off. Tell everyone. A company that acts this way deserves to be ruined. The only way these companies will stop these practices is if you do your part. - post EVERYWHERE about Tivo's theft tactics. Digg anti-Tivo stories. Strike up conversations explaining the blatant theft Tivo engages in. Do your part - make these unethical corporations pay.

    Tivo - I love it's hardware. I hate it's management. Tivo management: do you WANT to end up in prison?
     
  7. GoHokies!

    GoHokies! O2->CO2 Converter

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    What the hell are you talking about?

    Blatant Theft? Hates customers? Fraud? Ruined? Prison?

    Dude, I'm not saying it should be this way, but there's a big difference between "difficult to cancel" and the ludicrous terms that you're throwing about.
     
  8. davecramer74

    davecramer74 New Member

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    Mar 17, 2006
    aol got sued for the same tactics a few years back.
     
  9. TiVotion

    TiVotion Early Adoptersaurus

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    You'll find a lot of companies will use "customer retention specialists". Their job is to talk you out of the decision (you think) you've already made. They'll explain the benefits of their product/service and try to convince you that you really don't want to end your relationship with them after all.

    AOL was the most notorious for doing this.

    I'm a big TiVo supporter, but hey TiVo...that kind of stuff is a major turnoff.

    I don't like being given the "you can check out any time you like, but you can never leave" approach when I decide to change or end my services.
     
  10. GoHokies!

    GoHokies! O2->CO2 Converter

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    AOL got sued for not actually processing the cancellations when they were told "I want to cancel".

    I've not heard of that happening with Tivo. Any company worth it's salt is going to expend *some* effort to try and keep an existing customer. There's a very fine line before that gets to going "too far", and that line is in different places for different people.

    I do agree that this is a bit much, but it's certainly not rising to the level of vitriol that Mike was spewing forth. Save that for companies that actually are evil, like AOL.
     
  11. GoHokies!

    GoHokies! O2->CO2 Converter

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    Usually TivoStephen jumps in here when a CSR gives out bad info to try to find out who you talked to so that they can be more properly trained. I haven't seen him around here a whole lot recently, but he definately left the impression that Tivo cared about bad CSR experiences like this.

    Not that it's made any difference, as we still get stories like these, but that just goes with the territory. I don't think that you can find a company in the world that has universally loved front-line customer support.
     
  12. zoma4

    zoma4 New Member

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    Alpharetta, GA
    Did you read the 2nd post in this thread?
     
  13. GoHokies!

    GoHokies! O2->CO2 Converter

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    I completely missed that. I was looking for that happening in posts from the OP.

    I've been a little scatterbrained today, between looking for a new place to live, starting a new job next week (getting out of the Navy) and being engaged in a running battle with a local body shop (my accident was 2 months ago, the promised "2 week" repair has now stretched into it's 7th week) I've got a few things on my plate.

    I'll try to read better next time ;), but the actions of one bad CSR don't put it on the "company policy" level of someone like an AOL.
     
  14. Atomike

    Atomike New Member

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    Jun 12, 2005
    Perhaps True.
    However, I for one am sick of these tactics by big corporations. Saying that AOL got away with it does not diminish Tivo's tactics.
    Here's my main point with less venom: unless we as consumers stand up to these practices through ANY means necessary, they will continue. Tivo (and others) WILL continue unless they are sent a clear message by consumers. Is that better, or do we still disagree?
     
  15. davecramer74

    davecramer74 New Member

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    read the 2nd post in this thread....

    that is what i was referring to. that is exaclty what aol got sued for.

    edit: i didnt see your response that you missed that. I dont know that i agree they arent like aol. If i call comcast and tell them im cancelling, they knock money off my bill for a year. Does tivo do that? I know aol sure didnt, they'd put me on hold for an hour hoping id hang up and have to call them back again.
     
  16. timckelley

    timckelley run of the mill TCFer

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    Brushy...
    Sounds like TiVo is getting desperate if they won't let us cancel. Doesn't bode well for their future.
     
  17. Sooty70

    Sooty70 New Member

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    Feb 17, 2005
    @TivoStephen (if you are reading) -- I'm sorry, I didn't get the CSR names but, if it's any use, I can give you my ticket number so you can look into it?

    The thing that annoys me the most is that I consider myself to be an educated and informed consumer. I don't need somebody to try and talk me out of my decision. I understand that they want to try and keep customers but, as GoHokies! said, it's a fine line. The line was well and truly crossed today. When I complained about being on hold for so long there was not even an attempt at an apology or even an excuse e.g. "we've been very busy today". The fact of the matter remains that regardless of the fact that I was canceling a TiVo box, I am still a TiVo customer and the lady I spoke to certainly didn't give me the impression that I was a valued customer.

    EDIT : After speaking with some friends this evening, I think I am going to write to TiVo. After all, I'm still a customer. Who knows, maybe I will get a free month's service. :snowball's-chance-in-hell-smilie:
     
  18. GoHokies!

    GoHokies! O2->CO2 Converter

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    Mike, I'm in full agreement with that. Dave, I don't think that they are there yet, but I will definitely agree that they seem to be headed down that road. There's still hope that they can turn things around.
     
  19. GoHokies!

    GoHokies! O2->CO2 Converter

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    I'd definitely go for it. By way of example (and at the risk of going off topic, I'll elaborate on the car accident/body shop that I alluded to above.

    I was in an accident in my Tahoe on 22 June 2007. I called my insurance company, they recommended me a shop, and I got the estimate and got parts on order. The parts were in on 2 July, and I dropped the Tahoe off, with an expected 2 week turn around. After 3 weeks, NOTHING had been done to get the repairs underway. I get a phone call from the shop, saying that they would like to tow my truck to another location that can start on the repairs right away. I give my assent and go and visit the new shop. I get a large amount of apologies, and am convinced that now that I'm in good hands, I'll be back on the road in 2 weeks. Things slip a little bit, but I'm told that my truck will be ready last Friday (making the repairs 3 full weeks). On Friday I'm told that not only is my truck not ready, but it hasn't even been painted yet. But, rest assured, it was going to be painted that afternoon and the guys were going to work through the weekend to have it ready for me sometime on Monday.

    Monday morning I stopped by the shop in the morning to see for myself how things were going, and when I can expect my truck that day. This is what I find my truck looking like when I showed up:
    [​IMG]

    I am LIVID. Still not painted, still nowhere near ready for paint. Certainly not the truck that's going to be ready that day, let alone the previous Friday as promised. I read them the riot act, then come home and find an email address to the corporate headquarters (The shop in question is True2Form, they have about 25 shops in 10 states). I email a blow by blow account and within minutes have an email reply that my complaint had been passed to the CEO and the VP for my area. Monday afternoon I talk to the VP on the phone. Tuesday I talk to the CEO on the phone, who gives me his personal cell number in case I need him. He's dispatched a regional manager to babysit my repair, and it appears that I'm going to be back on the road tomorrow or Friday. At every turn everyone has fallen over themselves to apologize and convince me that their only concern at this point (since they can't get the truck to me fast) is getting me the best looking truck in the world (and they're cutting me some slack on the money end).

    What's the point for this long-winded digression? You have no idea how contacting corporate can help. Give it a shot! :D
     
  20. timckelley

    timckelley run of the mill TCFer

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    Brushy...
    That's the kind of story ending I like. :) Hopefully the local shop got their rears royally chewed on by corporate.
     

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