I'm in the midst of the most insane crazy hell of customer non-service with TiVo I believe I've ever experienced.
I had a drive failure on a Bolt back in June and called support; they acknowledge the replacement option with advance replacement. I took the advance replacement since I was without a TV service in the house until this was resolved. That's where the insanity began.
I returned the failed box and they received it into their warehouse 6/26/20, and I've gotten nothing but deflection, delay, and deferment ever since. Every time I call, I get the same response that the credit will take 7-10 business days. When pressed, I get the "I've escalated your case," but then when I call back a week later, absolutely nothing has been done at all.
Then I call back another week later, and finally lose my patience and demand, despite their repeated statements that they are not available to speak to a supervisor. That supervisor gives me the same spiel and notes that the supposed escalation done two weeks ago, has absolutely no response at all and therefore nothing has been done at all to progress the case forward.
They've been sitting on my $500 advance replacement fee for 4 weeks now since they received the box and haven't even come to an agreement that the box has been received (despite FedEx delivery confirmation), much less issued the credit. And then I fully expect them to pull the '7-10 days' language out of the script book when they finally do as well.
My next step is going to be contacting the credit card company and disputing the charges since they are unwilling/incapable of resolving the issue.
Does anyone have any other avenues within TiVo they can recommend to get this insanity resolved?
I'm completely aware that I'm ranting a little (okay a lot
) here, but this is sheer insanity. Has TiVo customer service gotten this bad? I guess I've been lucky and not had a need to deal with anything more than technical support for a long time, so I've not experienced this nightmare.