Why oh why did you tell them you opened up the case?
5 Mo old Bolt 1TB (w/lifetime) stuck in reboot loop. Tivo denied warranty?
Been a tivo customer since 1999 or so, had maybe 8-10 boxes over the years. Been happy enough that recently in May I bought a Bolt Vox plus 3 minis, and bought lifetime on the bolt.
Fast forward to 2 days ago - the Bolt shows the "Tivo" logo for about 10 seconds, then screen goes black for 40-50 seconds, then shows the Tivo logo for 10 seconds, repeat forever. Reboot loop!
Troubleshooting:
- made sure Tivo was plugged directly into the wall
- unplugged tivo from power for 30 min, then replugged it in
- Unplugged everything except power and hdmi, still reboots endlessly
- Opened case and hooked up a brand new 2.5" WD harddrive to see if it'd fix it. still reboots endlessly.
- Tried in a different room plugged into a different tv, still reboots
- pulled cable card. Still reboots.
Called CS this morning, and told them my trouble shooting steps. Of course once they heard I opened the case during my own troubleshooting they are saying the warranty coverage is not valid and my $750 investment is dead.
I'm pretty displeased after such a long relationship with the company, and now curious if a) there's something else I can try myself, and b) does it even sound right that warranty can be invalidated by opening the case. Seemed surprising to me.
Fast forward to 2 days ago - the Bolt shows the "Tivo" logo for about 10 seconds, then screen goes black for 40-50 seconds, then shows the Tivo logo for 10 seconds, repeat forever. Reboot loop!
Troubleshooting:
- made sure Tivo was plugged directly into the wall
- unplugged tivo from power for 30 min, then replugged it in
- Unplugged everything except power and hdmi, still reboots endlessly
- Opened case and hooked up a brand new 2.5" WD harddrive to see if it'd fix it. still reboots endlessly.
- Tried in a different room plugged into a different tv, still reboots
- pulled cable card. Still reboots.
Called CS this morning, and told them my trouble shooting steps. Of course once they heard I opened the case during my own troubleshooting they are saying the warranty coverage is not valid and my $750 investment is dead.
I'm pretty displeased after such a long relationship with the company, and now curious if a) there's something else I can try myself, and b) does it even sound right that warranty can be invalidated by opening the case. Seemed surprising to me.
1 - 9 of 9 Posts
Could try a new power adapter.
This!!!Could try a new power adapter.
If the above doesn't work, I'd try TiVo customer support again--hopefully, you'd actually get a supportive agent this time.
Update:
1) Tried a new power supply. Same thing happens - reboot loop
2) Tivo called me back and said they went back and talked to a manager about the situation, and they will in fact send out a replacement unit (and transfer my newly bought lifetime service).
Hopefully this one was just a fluke - normally my tivo boxes last 10+ years. Anyway, in the end TiVo came through - confidence shaken but restored!
1) Tried a new power supply. Same thing happens - reboot loop
2) Tivo called me back and said they went back and talked to a manager about the situation, and they will in fact send out a replacement unit (and transfer my newly bought lifetime service).
Hopefully this one was just a fluke - normally my tivo boxes last 10+ years. Anyway, in the end TiVo came through - confidence shaken but restored!
Glad Tivo did the right thing. Never be too honest when dealing with customer service.
:up::up:2) Tivo called me back and said they went back and talked to a manager about the situation, and they will in fact send out a replacement unit (and transfer my newly bought lifetime service).
It's good (and interesting) to see that TiVo does internal QC on its customer service.
I'm stunned!:up::up:
It's good (and interesting) to see that TiVo does internal QC on its customer service.
craigr
1 - 9 of 9 Posts
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