What the hell...

Discussion in 'TiVo Coffee House - TiVo Discussion' started by thirtysixe, Apr 17, 2017.

  1. thirtysixe

    thirtysixe New Member

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    When did TiVo outsource all customer support?! I have been calling repeatedly over the last hour, and have yet to reach a representative in the US. Did TiVo US go on a retreat or something?!
     
  2. Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    Probably when Rovi bought them.
     
  3. thirtysixe

    thirtysixe New Member

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    Wow. After 16 loyal years, I may just be done with TiVo. So not cool...
     
  4. sharkster

    sharkster Well-Known Member TCF Club

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    I had occasion to call them the other day. Initially I got somebody in the US and explained my question. He said he had to move me up to a higher level of customer service where they could help me with this. Ok. I waited a while on hold and ended up connected to somebody outside the US.

    Ok, I'm not one of those Ugly Americans who freaks out and hates on these people. So I explain the thing again. This woman - I don't know if she was just doing something else or purely didn't understand. It was not a complicated thing and I was concise, yet explanatory - basic thing. She kept asking me to say it all over again until finally I just asked her if I could get to somebody stateside again. Took a couple of times of making that request (I stayed polite and clear) before she understood it and sent me back to somebody in the US.

    Frustrating.
     
    Mikeguy likes this.
  5. Scooter Scott

    Scooter Scott Member

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    Sadly more and more companies are going that way. To keep up with the rapid pace of technology you have to make changes...this is an unfortunate one most companies are making
     
  6. idksmy

    idksmy Guest

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    IMO, it has nothing to do with keeping up with the rapid pace of technology and everything to do with reducing costs.
     
  7. jrtroo

    jrtroo Chill- its just TV

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    I'm just as shocked that folks are surprised by this.

    What does loyal mean, and how is that related to call center support?
     
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  8. Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    I just tried to call support so I could transfer a used Mini I bought over to my account. The message said the estimated wait time was 5 minutes. I hung up after 20 minutes. I tried the chat but they said they can't do that sort of thing via chat for security reasons. :rolleyes:
     
  9. MeInDallas

    MeInDallas Member

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    I just went thru the same thing. Called to cancel service and waited about 10 minutes and hung up. I waited awhile and called back, same thing. Finally got thru and the guy was really nice, but I almost could not understand him. No retention deals were offered, and before it was complete I just hung up and waited. I went to the store and after lunchtime I phoned again. Same situation as before, but I let the cancel go thru this time.

    I wasnt cancelling because of Tivo's bad service or anything, I'm getting rid of cable thats why. I might try to get one of those OTA's soon.
     
  10. Mikeguy

    Mikeguy Well-Known Member

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    I can understand all of that (and good to know that one can request a stateside rep.--I never would have thought of that and typically just continue muddling through). In contrast, I recently had a successful call with TiVo's Philippines call center (I specifically asked where the support person was located, during the call)--not technical but requiring consultation concerning my account, on the rep.'s end. She was helpful and very polite, continuously apologizing for the delay on her end; and no language issues.

    The only thing I didn't like, was: the call center was noisy (I could hear the mulling about in the background) and the call generally felt somewhat "anxiety-driven"--I could almost feel the clock ticking away on all the time I was taking, affecting the rep.'s call center performance numbers (something I've never felt in calls with stateside reps.). Welcome to the current support/call center world.
     
    TEDALLAS likes this.
  11. UCLABB

    UCLABB Well-Known Member

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    You can't do this online anymore? Last two minis I bought, used, I simply did it online.
     
  12. ej42137

    ej42137 Well-Known Member

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    TiVo outsourced their customer support about a year before Rovi. I wouldn't be surprised if Rovi didn't move it to another vendor after the acquisition, though.
     
  13. Dan203

    Dan203 Super Moderator Staff Member TCF Club

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    How do you do that? Only option I saw was activate. I tried that but it sats it's alread active on another account.
     
  14. tivoknucklehead

    tivoknucklehead Well-Known Member

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    face it, Tivo has gone to hell after the Rovi merger
     
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  15. Mikeguy

    Mikeguy Well-Known Member

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    And the end of the world is fast approaching.
     
    JoeKustra likes this.
  16. JoeKustra

    JoeKustra in the other Alabama TCF Club

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    It depends which channel you watch. :eek:
     
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  17. waynomo

    waynomo My One Time

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    I don't think it's there yet. However, it appears they are on the road to it.
     
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  18. Scooter Scott

    Scooter Scott Member

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    I keep watching to see if I need to dump my TiVo equipment. I'm hoping that they stay afloat but I'm not optimistic.
     
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  19. atmuscarella

    atmuscarella Well-Known Member

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    Actually the new "TiVo" is pretty stable and not very dependent on stand alone DVRs for financial survival, so not much to worry about there. More likely that at some point they exit the stand alone DVR hardware business.

    In the end what is likely to get our existing equipment is tech changes. Cable drops QAM and doesn't provide support for third party STB on their IPTV systems & OTA moves to ATSC 3.0 and drops all or most ATSC 1.0 broadcasts, if those 2 things happened none of our existing equipment would be good for anything. I am guessing most of us have 5ish years left to use our stuff.
     
  20. Scooter Scott

    Scooter Scott Member

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    Appreciate the insight. I'm good for using this for another 5 years. :)
     

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