[GageShaye]

We've had TiVo for just over 3 months. Last week, it started "freezing". We'd turn on the t.v. then hit the tv input button to use TiVo, and the picture would either be frozen, or there'd be some odd screen with just black and green squiggles. It has missed recording some shows we had scheduled (Like 24! I can NOT believe it. I am in agony.)
I called Customer Support. I was told that I would be given a case number so that if it "keeps" happening, they'd have to replace the unit. I said, "It already 'keeps' happening." So the guy told me they'd replace it with a refurbished unit....for $49! Hello! I paid $49 for the NEW unit (after rebate) just over 3 months ago! If it'd have happened in the first 30 days they'd send a new one for free, then between 31 and 90 days I'd get a refurbished unit for free, but since it is over (just barely!), I have to pay $49 to get a refurbished unit! And what they heck would they do if I had a "lifetime subscription"? I know that I didn't go that option to start with because it was "lifetime of the UNIT", but if I had? I'd have paid $300 for something that lasted 3 months?! So, what do I do? I am mad as heck. Can this be fixed? Or do I report this to the Better Business Bureau?

 

[dgh]

I believe the TiVo warranty is 90 days labor, 1 year parts which is a pretty typical CE warranty. Trouble is, what would labor cost to fix whatever's wrong with your TiVo? I don't think I've ever seen a labor fee on CE device repair below $49. (Obviously they cost more than $49 to make too. They sell them at way below production cost and hopefully make it up later on the service - though the company still hasn't made money yet.)

When you have lifetime, they give you a replacement and transfer the lifetime over to it. (I know people with 9 lifetimed TiVos all 5-6 years old and they're all doing fine by the way, so the odds are in your favor.)

Of course, almost all TiVo failures are pretty simple things like disk failures so many people fix their own, or get a ready-to-install disk from some place like Weaknees. Trouble is it's hard to beat $49 even if you do it yourself.

Another option, since you don't have lifetime, is to pick up a new one at CompUSA or BestBuy - currently only $20 after rebate.

 

[GageShaye]

I'm confused then, with the lifetime. When I was researching it, the fine print on lifetime said, "Lifetime of the unit". Not "If the machine breaks and you have a lifetime subscription, we'll replace it free." So then it is not on "the unit", because you are getting a replacement if it breaks. What is the straight story?

Also, i am confused as to the ones you can get now for $20 after the rebate. With the one I have now, I was required to sign for a minimum of one year service. If I get a new one with a rebate that requires a one year subscription, won't that mess things up? Won't they tell me I still have 9 months left on my current subscription and then refuse to give me the rebate, or will they extend my current subscription for 12 months?

 

[dgh]

I'm confused then, with the lifetime. When I was researching it, the fine print on lifetime said, "Lifetime of the unit". Not "If the machine breaks and you have a lifetime subscription, we'll replace it free." So then it is not on "the unit", because you are getting a replacement if it breaks. What is the straight story?

Copied and pasted from the service agreement here:
http://www.tivo.com/5.11.2.asp
(emphasis mine.)

A "Product Lifetime Subscription" to the TiVo service covers the life of the TiVo DVR you buy-not the life of the subscriber. The Product Lifetime Subscription accompanies the TiVo DVR in case of ownership transfer. The subscription remains in effect if the TiVo DVR needs to be repaired or replaced due to a malfunction (see manufacturer or retailer warranty details) or even if you upgrade your TiVo DVR to increase storage capacity (though such upgrades, if not performed by TiVo or a TiVo-authorized third party, will void the warranty on your TiVo DVR and constitute a breach of this Agreement).

Also, i am confused as to the ones you can get now for $20 after the rebate. With the one I have now, I was required to sign for a minimum of one year service. If I get a new one with a rebate that requires a one year subscription, won't that mess things up? Won't they tell me I still have 9 months left on my current subscription and then refuse to give me the rebate, or will they extend my current subscription for 12 months?

Ah, then you probably do want to go with their replacement instead of the one in the store. Sorry. I don't know anyone with monthly units and haven't been keeping up on those terms.

 

[Stanley Rohner]

Trouble is it's hard to beat $49 even if you do it yourself.

Not really. You can get a 120Gig hard drive for about $50 after rebate, probably even cheaper than that, install the hard drive in a PC, load the TiVo software you need, put the hard drive in the TiVo to replace the bad one and you're TiVo is up and running again.

....If it'd have happened in the first 30 days they'd send a new one for free...
That's not what I've heard. I've seen a lot of people post here - My dead TiVo is just 3 days old, or just 10 days, or just 4 weeks old and the only thing TiVo is willing to do is send me a refurb !!, Not a brand new one !!!

 

[dgh]

True, but you've only matched the price and you've supplied the labor. Of course if you're geeky enough the "labor" is more like a hobby and it's a deal. For other people, it's just work.

 

[mick66]

True, but you've only matched the price and you've supplied the labor. Of course if you're geeky enough the "labor" is more like a hobby and it's a deal. For other people, it's just work.

But the recording capacity has increased by a factor of 3.5

 

[dgh]

I noticed. But if he had wanted an upgrade he might already have one.

 

[tivoguy1]

Hello,

I just wanted to say that this is one reason to get the Retailer warranty for 30-50$ then you get a new unit, plus the "life time" goes with the new unit. That way you are covered for the full 4 years. Just a thought. I would also suggest ask for a manager and hope for the best.

 

[tivoguy1]

Howdy,

Yes it is lifetime of the box. There may be a few exceptions but yes when box dies so does lifetime(except when you have a extended warranty from a retailer) also yes the current rebate is with a one year subscribtion otherwise there is a 150 early term fee. one year cost 155 and the rebate is 150 so really you get your first year of tivo service free. hope this helps

 

[gtrogue]

Howdy,

Yes it is lifetime of the box. There may be a few exceptions but yes when box dies so does lifetime(except when you have a extended warranty from a retailer)

This statement isn't true. Even outside of the warranty period the lifetime service can be "transferred" to a new unit if it is being replaced due to a failure.

 

[Stormspace]

True, but you've only matched the price and you've supplied the labor. Of course if you're geeky enough the "labor" is more like a hobby and it's a deal. For other people, it's just work.

Don't forget that if the original drive is bad you won't be able to use a generic drive without first locating a tivo image to place on it. You'd have to go to a retailer like weaknees to get an imaged drive. That 50 bucks is now over a hundred to replace the drive, IF that is the problem.

Now you could get a second tivo and use the drive in it to get your image for the broken one, but it would void your warranty and likely not be worth the trouble, unless you find such things fun to do. Personally I had a blast upgrading mine.

160GB = 180 hours, I'd have gone bigger but funds and uncertainty about drive size limits kept me from doing that.

 

[Stanley Rohner]

This statement isn't true. Even outside of the warranty period the lifetime service can be "transferred" to a new unit if it is being replaced due to a failure.

This statement isn't completely true. The lifetime service can be "transferred" to a new unit only if it is sent back to TiVo for servicing. You can't just call up TiVo and say - Transfer my lifetime service to my new TiVo cause my other one with lifetime service just failed.

 

[gtrogue]

This statement isn't completely true. The lifetime service can be "transferred" to a new unit only if it is sent back to TiVo for servicing. You can't just call up TiVo and say - Transfer my lifetime service to my new TiVo cause my other one with lifetime service just failed.

Well, I was going to add "replaced by an authorized Tivo service center or the manufacturer" but didn't because I thought it was clear from earlier posts that you can't just go out and buy a new one and transfer the service.

 

[Stanley Rohner]

Well, I was going to add "replaced by an authorized Tivo service center or the manufacturer" but didn't because I thought it was clear from earlier posts that you can't just go out and buy a new one and transfer the service.

Well, it wasn't clear. The OP is a newbie.

 

[dtreese]

Right now, compusa has 200GB hard drives for $50 after rebate. If you get one of those and get Instantcake from www.ptvupgrade.com you could have a 200 hour drive in your TiVo for $70. I know it sucks that your TiVo crapped out, but that's the nature of electronics with hard drives.
Personally, I didn't even use the last TiVo I bought before I replaced the hard drive. Once I activated it and made sure it worked, I yanked that drive out, and it sits in a box as a temporary backup. If you are willing to learn how to play around with TiVo's guts, a lifetime subscription is definitely worthwhile. If not, you might as well think of TiVo like you think of a $40 VCR.