[IJustLikeTivo]

So, as I mentioned in the Series 3 lockup thread, my Tivo is dead and a replacement is being sent.

Now here's the part that gets me mad. I was told that in order to ship immediately, I had to let them place a hold on my CC in case the return didn't show up. Not wanting to be out of service any longer than necessary, I agreed. I was told a new unit was being sent. That was fine with me.

Now, I get an email saying my refurb is on the way, box only , no accessories. That makes sense though I wasn't told it would be refurb. So I expect the deposit will be commensurate with a refurb with no accessories. But nooooooo. What is the deposit? Yes, that's right $799 freakin dollars. Not even the current retail price, but the full suggested price. How the hell do they justify that?

I would expect either the worst case which was full retail or more properly something less for the fact that it's a refurb with no accessories but there is no way I can figure out how they think $799 is even remotely appropriate.

I talked to a CSR but got no satisfaction even after talking to a supervisor. I was promised a call from his supervisor but I don't expect them to honor that promise.

Frankly, this is damn near fraudulent since they're acting as if they sent me a brank new boxed series 3 not what they really sent. I don't mind covering their risk, but I don't expect them to make a profit on the transaction....

Fume....

 

[mikesown]

If I understand correctly, you're putting down a $799 deposit on a refurb Tivo. Quite frankly, I don't see anything wrong with this. If anything, I'd complain about getting a refurb Tivo, not how much the deposit is. Why do you care what the deposit is, anyway? The Tivo is probably insured by the shipper, so if the shipping causes any damage/loss, you're not out any money. The only reason Tivo charges the deposit is so that you don't make off with an extra Tivo(not sending the old one back). Unless you plan to keep both Tivos, I wouldn't worry.

 

[moolman]

well, if you're credit limit on the card is $800 and now no milk for the kids.

Relax, it's just an authorization, they reverse the charge when you return the box. I'm assuming since you can afford a Tivo S3 and own a HD set that you are relatively well off and most people with decent credit have around a 10K limit at least. What's the big deal if they hold $800 of it for awhile. That is unless you are maxed out and can't afford food for the kids. In that case sell the Tivo on ebay and feed the kids.

 

[alyssa]

I've just had to exchange a box also. I was also charged $799 for the expedited exchange. I sent the bad box in on Tuesday, my card was credited for the refund on the following Tuesday. I live on the east coast.

 

[IJustLikeTivo]

well, if you're credit limit on the card is $800 and now no milk for the kids.

Relax, it's just an authorization, they reverse the charge when you return the box. I'm assuming since you can afford a Tivo S3 and own a HD set that you are relatively well off and most people with decent credit have around a 10K limit at least. What's the big deal if they hold $800 of it for awhile. That is unless you are maxed out and can't afford food for the kids. In that case sell the Tivo on ebay and feed the kids.

I don't really mind in the long run, it's the principle of the thing. I think they should charge what their risk is. I've had to do this on other things and the deposit was always commensurate with the risk.

BTW, no kids but I can certainly afford dinner as my waistline will sadly attest.

 

[dianebrat]

I don't really mind in the long run, it's the principle of the thing. I think they should charge what their risk is. I've had to do this on other things and the deposit was always commensurate with the risk.

I understand the concern, but I've done a ton of what are referred to as "cross shipments" or "advance exchanges" for consumer electronics, and I've always been told that the charge should the DOA not arrive was full MSRP.

unfair yes, but I'm also honest and knew I was shipping the product back. It's always felt to me like that was a standard industry practice, even if "cost" on the item was significantly lower. (I'm thinking hard drives in particular)

Diane

 

[bizzy]

I had to have a S3 replaced recently, and chose the expidited cross ship. Due to a number of typical screwups on tivo's part, as far as I can tell, the deposit charge never actually hit my credit card.

 

[hastypete]

If anything, I'd complain about getting a refurb Tivo, not how much the deposit is.

Can't really complain here. It is fairly standard in every industry to use 'B' stock for warranty replacements. 'B' stock is a euphemism for repaired, used, or customer return. 'B' stock is stock that is not good enough to sell new for one reason or another. I agree it doesn't seem right, but that's how it's done.

 

[s2kdave]

I don't really mind in the long run, it's the principle of the thing. I think they should charge what their risk is. I've had to do this on other things and the deposit was always commensurate with the risk.

BTW, no kids but I can certainly afford dinner as my waistline will sadly attest.

They ARE charging what their risk is. They run the risk of you keeping both tivos. 799 is MSRP on the original Series3.

 

[IJustLikeTivo]

They ARE charging what their risk is. They run the risk of you keeping both tivos. 799 is MSRP on the original Series3.

NO, that's not their risk. I paid for that original unit. Boy did I. Their risk this time is the "b" stock or refurb unit. That's what they'd be deprived of it I didn't cross ship my original unit. I know this is semi normal, but I think it's pretty fraudulent considering three things:

1. They don't tell you that's the charge
2. That's not what a new unit would even sell for with everything
3. They're not out a new unit.

 

[s2kdave]

NO, that's not their risk. I paid for that original unit. Boy did I. Their risk this time is the "b" stock or refurb unit. That's what they'd be deprived of it I didn't cross ship my original unit. I know this is semi normal, but I think it's pretty fraudulent considering three things:

1. They don't tell you that's the charge
2. That's not what a new unit would even sell for with everything
3. They're not out a new unit.

#1, they told me when I did it. Maybe the particular CS you talked to forgot.

For #2, what a unit would sell for and MSRP is a completely different thing:
https://www3.tivo.com/store/boxdetails.do?boxName=300hourseries3hd&boxsku=R64825#top
Look at the footnote:
† $200 instant savings off MSRP for TiVo Series3™ HD DVR when you purchase it from TiVo.com with a qualifying TiVo® service plan or TiVo Service Gift Card through 1/26/08 or while supplies last.

MSRP is $799 plain and simple ($799 minus $200 instant rebate = $599). When they are out a unit, refurbished or not, they're charging MSRP for it. They give you the option to return your tivo first, then they will send out the new unit after they receive yours and they won't charge you that $799. I really don't see the big deal since they give you both options if you don't have room on your CC and they do credit the amount back.

#3, they are out a unit (new or not) if you don't return the old one which means they can't recycle the working parts.

Sometimes they swap out hardware when they just can't figure out what's wrong with the machine even though there is nothing wrong with the hardware. And if they run out of refurbished machines and need to replace a box, they're going to send a new machine. Evaluating a deposit on a case by case basis rather than using MSRP when it's going to get credited back is just a waste of time.

 

[IJustLikeTivo]

#1, they told me when I did it. Maybe the particular CS you talked to forgot.

MSRP is $799 plain and simple ($799 minus $200 instant rebate = $599). When they are out a unit, refurbished or not, they're charging MSRP for it. They give you the option to return your tivo first, then they will send out the new unit after they receive yours and they won't charge you that $799. I really don't see the big deal since they give you both options if you don't have room on your CC and they do credit the amount back.

Current retail in $599 minus the $200 or a total of $399. I'd think current retail in fair but current MSRP when that not the real price seems wrong.

The unit came today ( I sent it to my mothers house since I work ), I have graduate school tonight so I probably won't get it sent back till next week. I'm not worried about the charge back since I get the money, I'm discussing the ethical question. If they think this is OK, what other shady practices do they think are OK?

 

[Bierboy]

I'm more curious about what "WDF" means.

 

[GoHokies!]

Current retail in $599 minus the $200 or a total of $399. I'd think current retail in fair but current MSRP when that not the real price seems wrong.

The unit came today ( I sent it to my mothers house since I work ), I have graduate school tonight so I probably won't get it sent back till next week. I'm not worried about the charge back since I get the money, I'm discussing the ethical question. If they think this is OK, what other shady practices do they think are OK?

Once again, as had been repeated in the thread, holding back MSRP is the INDUSTRY STANDARD.

Sadly, in the decision between your opinion and industry standard, you're going to lose every time.

There's nothing unethical or shady about the whole deal.

I think that "WDF" is either Elmer Fudd or gansta for "WTF" (as in "W da F").

 

[Dr_Diablo]

So, as I mentioned in the Series 3 lockup thread, my Tivo is dead and a replacement is being sent.

Now here's the part that gets me mad. I was told that in order to ship immediately, I had to let them place a hold on my CC in case the return didn't show up. Not wanting to be out of service any longer than necessary, I agreed. I was told a new unit was being sent. That was fine with me.

Now, I get an email saying my refurb is on the way, box only , no accessories. That makes sense though I wasn't told it would be refurb. So I expect the deposit will be commensurate with a refurb with no accessories. But nooooooo. What is the deposit? Yes, that's right $799 freakin dollars. Not even the current retail price, but the full suggested price. How the hell do they justify that?

I would expect either the worst case which was full retail or more properly something less for the fact that it's a refurb with no accessories but there is no way I can figure out how they think $799 is even remotely appropriate.

I talked to a CSR but got no satisfaction even after talking to a supervisor. I was promised a call from his supervisor but I don't expect them to honor that promise.

Frankly, this is damn near fraudulent since they're acting as if they sent me a brank new boxed series 3 not what they really sent. I don't mind covering their risk, but I don't expect them to make a profit on the transaction....

Fume....

How does Tivo justify your having to pay for a second Tivo?

 

[Amnesia]

What a misleading thread title!
TiVo isn't asking $800 for a replacement TiVo! They're just putting a $800 hold on your credit card (right?).

Who cares?