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Discussion in 'TiVo Coffee House - TiVo Discussion' started by thirtysixe, Apr 17, 2017.
TiVo's U.S. based support staff could have had Easter Monday off as a holiday.
I believe that part of the ATSC 3.0 is the ability to connect an external--I'll call it an adapter--that will take the IPTV stream and convert it to ATSC 1.0 on the output so that we can still view our current HDTV's or DVR still using ATSC 1.0. We just won't be able to directly connect our OTA antennas to our ATSC 1.0 devices as we do today, but will have to invest in "adapters" but, in theory, HDTV's using 1.0 and OTA DVR's using 1.0 can still do the job they are today if we want them to do so.
The one good thing about ATSC 3.0 is a modular approach and IPTV that can use your LAN (wired and WiFi) to reach, feed, and allow conversions to various formats and various displays and mobile devices (tablets and phones, at least at home). In a way, ATSC 3.0 will function something more like a Tablo or HomeRun than ATSC 1.0 that functions like and with the limitations of the old analog system it replaced. Of course, how this all pans out in the real world is yet to be seen.
that's really sad, used to love their support.
i'd rather have outsourced support and tivo than have no tivo at all.
In the early days TiVo customer Support was the bomb!
Fun little story... I was heading off to Iraq in 2004 and I wanted my wife to be able to send me DVD copies of my favorite shows while I was gone - Battle Star Galactica, if I remember correctly.
So I went out and bought a DVD player / recorder and hooked it up in-line with the TiVo and she could play from the TiVo and record it directly to the recorder. I got it all hooked and working, and as my habit, I drew out a wiring diagram and put it in the cabinet with the equipment for later reference.
So I am gone and my wife experiences some problem has to call in for support. She is explaining the issues to the CSR and he asks about the setup and she mentions the DVD recorder - and of course he says "that setup won't work" Of course my wife responds: "Uh, yes it does - I send my husband DVD's every couple weeks. "
They had the CSR, the Supervisor and even got one of the engineers (I think he understood it) on the phone wanting to understand the setup. She faxed them out my diagram - still claiming it shouldn't work.
It wasn't that complicated - but it made my wife feel awful superior...
In the 15 or so years I've had TiVos, I've only called them a handful of times, including just recently on 3-31-17 to take advantage of the $99 lifetime transfer-to-Bolt deal, and every call I've ever made has been pleasant.
If they're going to a hand basket, I so far haven't seen it.
I opened a ticket 9 days ago, so far no response!
Back in January I bought a used Bolt and support was still US based. Now that TiVo died and I just called support and off to India I go. I guess I am done with TiVo. 30 minutes of troubleshooting after I told them I just spent 2 hours with Comcast to confirm signal is good. My only question, over and over, was how can I get a replacement since this unit still has 6 months of contract.
I was wondering about that myself. At least Tivo customer service was always US. But I tried a "chat" recently since I wanted a printout of the conversation. Though I can't say for sure it had the "feeling" of an India or out of the country thing going on. The guy had NO IDEA what I was talking about, it was about the $99 transfer of service promo. Nice guy but absolutely no clue what I was asking about, telling me no current promo, check my email for promos (I had already DONE the promo, it was issues with transfer/deactivation). I asked for a supervisor, was told no supervisor in chat, had to call. So I did. I HOPE CS is not moving to India, get enough of that with Comcast, ATT and many other companies. I'll say this, if I have two companies to choose from, one better but CS in India, one not quite as good but CS in the US I will take the USA based CS company even if their product is not QUITE as good.
They still have US-based support, but it is luck of the draw. I am just guessing based on experience but it seems like 12:1-15:1 ratio of calls go overseas vs US.
I've never gotten India, but usually get Philippines. I don't mind overseas support, for some companies they are pretty good, I just mind poorly trained overseas support, which is basically TiVo support.
And it always sounds like they are having a party over there with all the background chatter. Feels like a scene from Bachelor Party.
Call Tivo twice this week and both times I got what sounded like Phillipinos. Worse than that they acted like they were largely unfamiliar with Tivo products or promotions. And this was speaking to both Sales & Technical Support teams.
I have little patience for companies who employ clueless off-shore support teams, just to squeeze some profits.
All the many years I've had Tivos I always said "at least their US-based support is quite good". Well if that's out the window now, I'll be a bit depressed. Surprised no, but depressed yes.
p.s. I just bought my first new Tivo in many years a refurbed Roamio Pro All-in, and the tech guy kept telling me that Pro's were only 500GB, when in fact they're 3TB. I'm just praying that Tivo as a company survives for 3 years, or if they don't that someone will buy & support their guide service... and honor the Lifetime customers??
While their CS has never been what I would call stellar, it's really gone to hell lately. I had the same experience over billing; getting someone who, obviously, didn't understand English even though they spoke it...
I called to transfer a TiVo earlier this week and the woman that answered did sound Phillipino to me as well. However I was able to understand her fine and she was able to help me quickly so it worked out fine for me.
Although in my experience with Indian call centers the thickness of of accent varies from CS to CS. So some you have no problem hearing, and others you just can't understand. It's a crap shoot.
When I called the new off-shore support to transfer a Premiere that I was giving to a friend, the result turned into a monstrous pain-in-the-arse that was only eventually resolved after getting transferred back to a US-based (and presumably more experienced) rep who confirmed that the initial attempt to transfer was not entered correctly (and not even on the correct account - which was surprising since she confirmed my identity back to me). The whole experience has made me a little gun-shy about doing it again -- or at the least, doing it with somebody that I don't know well, like an Ebay transaction.
A lot of times these call centers handle calls for lots of different companies. You might get a person who does calls for TiVo and then the next call is about a Tempur-Pedic mattress, then Wonder Pans. They just follow the script.
It appears to have trickled over to the official TiVo forums, as well. Reading through those the last couple of months is almost painful. The answer given is always at a level 1 support level with the catch-all to nearly every problem being to repeat guided setup.
TiVo support is terrible. It had been years since I needed them, so I was blissfully unaware. I placed a new order yesterday and was excited to get new gear soon. Then today I had to talk to support.. Wow!
I've now canceled the order, but they can't even do that. In fact they've tried to get me to block payment via the credit card company, and when that failed TiVo tried to spin it as a failure on the CC side.
if the cc dispute didn't work, even though you didn't get the merchandise, then I'd say it's a failure on both sides (cc company failure + TiVo inc failure).
The issue on the CC side is that it can't be disputed until the charge moves beyond the "pending" state. The auth is approved but the transaction hasn't completed. By the time that happens it'll have likely shipped, since it's supposed to be here Wednesday. The thing needs to be stopped on the TiVo side and they can't make that happen.
Ohhhh, I never thought of that situation. Maybe you can tell TiVo that if they do allow cancellation, then do it, or if they can't figure out how, inform them you plan on refusing the package. All the delivery services have their procedures in place on how to refuse a package, and it's not supposed to cost you anything. Then, if the charge ever does make it through past the pending stage, you should be able to dispute the charge, and the fact that you never took possession of the merchandise means you should win the dispute.
I agree that it seems silly for you to have to go through these hoops.