What happened to customer support? TiVo went from best to worst.

Discussion in 'TiVo Help Center' started by JJM2020, Aug 11, 2020.

  1. JJM2020

    JJM2020 New Member

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    Aug 11, 2020

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    I admit it's been a while since I needed support, but wow, customer support is gone. I was having problems with making a purchase, so I went to online chat. They told me to call the customer service number. The problem is that the customer service number sends me a link that takes me back to the website. So, I went on facebook message for help. They too told me to call another customer support number, which also sends me a link that takes me back to the website. I opened a support ticket, and you can probably guess what happened. They told me to call the customer support number, which takes me back to the website. What a waste of time and effort.
    I started this task wanting to spend $$$ to buy a new TiVo, but after this fiasco, I think I'm going to cancel the service that I already have and look for other options. Unbelievable.
    In my experience, the best service you get is before you make the purchase. If I can't get help to buy a system, I have no hope that I'll be able to get support after the purchase is made. TiVo, you just lost a 20+ year customer.
     
  2. dianebrat

    dianebrat wait.. I did what? TCF Club

    13,028
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    Jul 6, 2002
    boston'ish
    Let's see,
    The company has gone through multiple new owners via acquisitions
    Aforementioned new owners have done what every other company in the world does and off shored the customer support to cut costs since they never made money.

    Those two items can pretty sum up the changes.
     
  3. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

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    Apr 6, 2000
    SF Bay Area
    Wait, you called them and got the web site? How does that happen? How did you call?

    CS had been outsourced to India and Phillippines. (as most companies does.)
     
  4. JJM2020

    JJM2020 New Member

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    Aug 11, 2020
    I called the customer support phone number. One of the prompts asks if you dialed in from a mobile phone. When I said I did, it sent me a text message with a link to the website, and then hung up. Both customer service numbers did the same thing.
     
  5. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

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    Apr 6, 2000
    SF Bay Area

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    Try say no.
     
  6. JJM2020

    JJM2020 New Member

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    Aug 11, 2020
    I think I'm just going to cancel my TiVo subscription. If it's that much work just to talk to somebody, it's not worth the effort.
     
  7. ThAbtO

    ThAbtO TiVoholic by the bay TCF Club

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    Apr 6, 2000
    SF Bay Area
    877-367-8486
     
  8. JJM2020

    JJM2020 New Member

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    Aug 11, 2020
    That's one of the ones I tried. I also tried 877-298-8486 and both did the same thing.
     
  9. dlfl

    dlfl Cranky old novice

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    Dayton OH
    YouTubeTV! Happy user since 11/22/2019 when I cut the cord. Unlimited DVR! No Tuning Adapter! No clueless Spectrum tech support! No hours spent on the phone haggling over rate increases!
     
  10. bkc56

    bkc56 Designated Grunt

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    Apr 29, 2001
    Santa Rosa,...
    Wow, it has been 20 years. I just looked it up, and I got my first Tivo on 9/28/00 (the contest where you could write a short essay and win a free Tivo with lifetime). Tivo had already been out for a while (early '99). I didn't realize how long that lifetime sub would last (and the second one I got in '02).
     
  11. HerronScott

    HerronScott Well-Known Member

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    Jan 1, 2002
    Staunton, VA
    We also hit 20 years as of Father's Day this year (wife gave me the Sony S1 for Father's Day but I had to buy the lifetime service myself!). :)

    Scott
     

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