Wow, total and utter F*&^ up by TIVO Customer Service. They killed my Tivo.

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Nak, Aug 21, 2020.

  1. Nak

    Nak Active Member

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    Aug 18, 2010

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    Unbelievable. Tivo has REALLY gone downhill. Here's my story:

    Back at the beginning of August one of my Tivo Bolt+ devices got the blinking four lights. Dead hard drive. The box was still under warranty so I called Tivo to get it replaced. Hours on hold later I was told I'd have to call back at least 2 - 3 business days later as they had to "fix" my account.

    So today I called back. They tried to charge me $149 to exchange my Bolt+ with an Edge because they were out of Bolt+. I told the agent that wasn't my problem. My extended warranty was good until 9-24-2020 and Tivo needed to honor that. So after 30 minutes on hold he came back with a $50 offer which I also refused. So after another 15 minutes on hold he came back and said my Bolt+ wasn't under warranty as I had the wrong serial number. The Jack ass had ACTUALLY GONE INTO MY ACCOUNT AND CHANGED MY SERIAL NUMBER!!!! He then told me the serial number on my box was wrong--it isn't--and this new serial number was correct. In effect HE KILLED THE LIFETIME SERVICE ON MY BOLT+ BY CHANGING THE SERIAL NUMBER IN MY ACCOUNT!!! So the option to replace the hard drive myself has now been stripped from me.

    I was then put on hold, 90 minutes into this call, with a "Supervisor." He confirmed that the lifetime service had been stripped from my Bolt+. He stated that he'd try and re-instate it and process a replacement, but he couldn't do it now, maybe in a few hours he'll call me back.

    WTF?!?!?!?!
     
  2. shwru980r

    shwru980r Well-Known Member

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    An Edge for Cable with all in service is $950. I think I would take that for $50 since it would cost you more than $50 to replace the hard drive in the Bolt+.
     
    aaronwt likes this.
  3. Nak

    Nak Active Member

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    That's beside the point. Had the rep just stuck to his guns with even the $149 offer I wouldn't have posted. I wouldn't have liked it but whatever. The point is they stripped the lifetime service from my Bolt+. The supervisor called back hours later to say they'd ship me an Edge with no fee and reinstated the proper serial number to my account. However, an hour later lifetime service was again stripped from my Bolt+ and my account is showing I need to exchange a Bolt+ with a serial number I never owned. So now I get to spend even more hours on hold on Monday.
     
    shwru980r likes this.
  4. tommiet

    tommiet Active Member

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    SUXS.... But I would take the Edge and have the lifetime service moved to it. Save the pain of calling India again until you get the new DVR.

    I do agree... The issue is with them screwing with your account. Would piss me off too. WHY did they even need to touch it!!!!
     
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  5. bbrown9

    bbrown9 Active Member TCF Club

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    I consider the Edge to be a downgrade because it only has 4 tuners, not the 6 tuners that the Bolt+ has.
     
  6. southerndoc

    southerndoc TiVo Fanatic TCF Club

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    I assume you're talking about the Edge for Antenna? The Edge for Cable has 6 tuners.
     
  7. shwru980r

    shwru980r Well-Known Member

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    I thought you said you refused the $50 edge offer, but yes, I agree, the customer service rep who stripped your Tivo of service is a criminal.
     
  8. krkaufman

    krkaufman TDL shepherd

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    And EDGE for Antenna now has just 2 tuners. (antenna, cable)

    edit: But, yeah, quite the ordeal for the OP.
     
    Last edited: Aug 25, 2020
  9. Resist

    Resist Well-Known Member

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    I don't believe this one bit, and calling shenanigans! Because it seems to me that you would have gone into your account prior and taken a screen shot of it.
     
  10. mrsean

    mrsean Active Member

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    Who would think to do this? We've never seen a situation like this before.
     
    Last edited: Aug 26, 2020
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  11. Resist

    Resist Well-Known Member

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    People make stuff up all the time, just for attention online.
     
  12. krkaufman

    krkaufman TDL shepherd

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    You don't say...!
     
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  13. Resist

    Resist Well-Known Member

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    I have a hard time believing a customer service rep at Tivo would purposely go into someone's account and change their serial number, if they even had that ability to do it. I mean, what would they gain from that? It makes no sense.
     
    mrsean likes this.
  14. dianebrat

    dianebrat wait.. I did what? TCF Club

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    I don't think the majority of people would even remotely consider taking a screenshot of their account page, it's just such an out there idea, especially if your hardware has been running for years.
    I get that at this point some TCF peeps having heard CS horror stories might think to do it, but I can't see this being normal behavior and don't consider the OP not doing it as a failing.
     
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  15. dianebrat

    dianebrat wait.. I did what? TCF Club

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    Never attribute malice to that which may be explained by incompetence.
    (and there's more than enough incompetence in Tivo CS at this point of their off-shored life)
     
  16. trip1eX

    trip1eX imo, afaik, feels like to me, *exceptions, ~aprox

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    Don't they transfer your lifetime to a new serial # when you get a new box under warranty? Didn't the OP request a new box? Aren't the reps in India?


    If so what could go wrong....
     
    Last edited: Aug 26, 2020
  17. Resist

    Resist Well-Known Member

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    True but the serial number is on the box, he could have just taken a picture of it and sent it to them.

    I'm still calling shenanigans.
     
  18. tenthplanet

    tenthplanet Well-Known Member

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    What ever happened to going over CS head, like writing to Tivo in Santa Clara, Ca. Send copies of documents, this still works with companies. Paper is power some times.
     
    Nak likes this.
  19. tommage1

    tommage1 Well-Known Member

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    Hmm, well if everything as you say you is correct, they need to honor the warranty (though I think there is a $50 charge beyond 90 days regardless.) BUT, they offered you a 6 tuner Edge with your lifetime transferred to it for $149? And then changed that to $50?? Granted there would be some out of pocket expense (and as I said I believe there is a $50 charge for warranty beyond 90 days anyway) but your used Bolt + worth maybe $225-275, a new Edge 6 tuner with lifetime 500-600. So outlay of $149 would have been very good, $50, I would have done that so fast their heads would spin.
     
    aaronwt likes this.
  20. Nak

    Nak Active Member

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    Really? Why would I take a screen shot of my account prior to calling CS? By your logic you must be expecting Tivo to screw with your account. I wasn't. I don't "need" attention online. I was merely expressing my dissatisfaction and warning the community of Tivo's actions so perhaps the next person will know to take screen shots of their account. I get your suspicion, trolls are common and annoying. But given that I've been a member here for a decade perhaps you might want to give me the benefit of the doubt.

    The rep changed the serial number on my bolt+ to a serial number I never have owned. The supervisor admitted that the rep had done just that and changed it back. An hour later my account was changed once again to the false serial number. I am still dealing with the mess. I accepted Tivo's offer and today I received an Edge with no power supply. It won't power up with my Bolt power supply. I still need to get the proper serial number on my account to return my Bolt+.

    BTW, I really didn't want an Edge. I still have my Bolts on the "old" interface and have no desire to change that. After the posts here I thought maybe it was worth trying the edge, but I'm somewhat reluctant still. I'll try it, if it powers up.
     

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