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CSI Investigators ?!?

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G

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Discussion Starter · #1 ·
So I called Tivo support for the 8th time today to tell them that my problem with the HD channels going blank despite swapping out S3'S, multiple sets of cablecards, hard resetting the Tivo, downloading 9.1, etc., etc., still exists.
Because I have apparently tried everything to resolve, my case is now being forwarded to the "CSI Investigators". I am told it will be 3 to 5 days before I am contacted by this new group.
Has anyone been down this route before? Have you been contacted by these "investigators" or is this just a cruel joke being played on a hapless S3 owner that just wants his Tivo to work?
Don't get me wrong - I love Tivo, and I just want to solve the problem. Maybe this group will actually work with me to find a resolution.....
My wife says I am just a hopeless optimist.
 
SCSIRAID

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#2 ·
gguillot said:
So I called Tivo support for the 8th time today to tell them that my problem with the HD channels going blank despite swapping out S3'S, multiple sets of cablecards, hard resetting the Tivo, downloading 9.1, etc., etc., still exists.
Because I have apparently tried everything to resolve, my case is now being forwarded to the "CSI Investigators". I am told it will be 3 to 5 days before I am contacted by this new group.
Has anyone been down this route before? Have you been contacted by these "investigators" or is this just a cruel joke being played on a hapless S3 owner that just wants his Tivo to work?
Don't get me wrong - I love Tivo, and I just want to solve the problem. Maybe this group will actually work with me to find a resolution.....
My wife says I am just a hopeless optimist.
Click to expand...
Ha! Gil and Sara will be calling you shortly. :D

First I have ever heard of such a group.
 
G

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Discussion Starter · #3 ·
"Ha! Gil and Sara will be calling you shortly. "


Yea, that's what I am afraid of. I sure hope the support rep was being honest. She could be sick of all the S3 owners calling and complaining and decided to have some fun. I wasn't rude, so I don't think that was it.

C.S.I - Customer Service Incident Investigators?
 
H

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4,176 Posts
#9 ·
gguillot said:
So I called Tivo support for the 8th time today to tell them that my problem with the HD channels going blank despite swapping out S3'S, multiple sets of cablecards, hard resetting the Tivo, downloading 9.1, etc., etc., still exists.
Because I have apparently tried everything to resolve, my case is now being forwarded to the "CSI Investigators". I am told it will be 3 to 5 days before I am contacted by this new group.
Has anyone been down this route before? Have you been contacted by these "investigators" or is this just a cruel joke being played on a hapless S3 owner that just wants his Tivo to work?
Don't get me wrong - I love Tivo, and I just want to solve the problem. Maybe this group will actually work with me to find a resolution.....
My wife says I am just a hopeless optimist.
Click to expand...
TiVo had said a few months ago that they were putting together a CableCARD team (or some such) to take more responsibility within TiVo for resolving problems between customer and cable co. Maybe this is the first sign of it?

http://hdtivo.wordpress.com/2007/07/29/tivo-bulking-up/
 
G

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Discussion Starter · #12 ·
Finally talked to them after making the call back myself - I spoke to someone who described himself as a support supervisor. He definitely seemed more knowledgeable, but could not solve my problem. he said he was referring my case to the "engineers". He also said that another update for S3/HD owners only would be coming out to fix the signal dropping/macroblocking problems people are having. He would not give me a date when it would be ready. I guess we just wait and see.
 
B

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#13 ·
gguillot said:
Finally talked to them after making the call back myself - I spoke to someone who described himself as a support supervisor. He definitely seemed more knowledgeable, but could not solve my problem. he said he was referring my case to the "engineers". He also said that another update for S3/HD owners only would be coming out to fix the signal dropping/macroblocking problems people are having. He would not give me a date when it would be ready. I guess we just wait and see.
Click to expand...
My cable company is refusing to activate a sports package on my cablecards claiming "CableCards can't do PPV". I called Tivo and they indicated they'd have their CSI team call Cox and get back to me in 3-5 days. When I hadn't heard from them, I called back and the woman said they hadn't even touched my ticket yet. She re-escalated it and assured me that someone would call me back in another 3-5 days. That period expires tomorrow and I'm sure I'll have to call back in myself only to be told that no one's done anything with the ticket.
 
ZeoTiVo

· I can't explain
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19,382 Posts
#15 ·
kirk1701 said:
Used to work in a call center, sounds like a standard "get customer off phone" line when the center is backed up and the phone queue in 90 deep. :down:
Click to expand...
the cable card team is real, and most likely real busy.

the 3 -5 days is the canned reply to get the customer off the phone as it seems reasonable but will keep them from calling back until late next week ;)
 
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Graymalkin

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#16 ·
BrianAZ said:
My cable company is refusing to activate a sports package on my cablecards claiming "CableCards can't do PPV". I called Tivo and they indicated they'd have their CSI team call Cox and get back to me in 3-5 days. When I hadn't heard from them, I called back and the woman said they hadn't even touched my ticket yet. She re-escalated it and assured me that someone would call me back in another 3-5 days. That period expires tomorrow and I'm sure I'll have to call back in myself only to be told that no one's done anything with the ticket.
Click to expand...
In this case, unfortunately, the cable company is correct -- CableCards can't do OnDemand or pay-per-view or any interactive feature. You'll need the cable company's set-top box for PPV.
 
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Graymalkin
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