[BillJ4345]

I just got off the phone with Tivo Support and they said that the prior agent was mistaken and they are no longer offering the $99.99 renewal for boxes purchased during the Whiteout Sale two years ago. At the time we was told that the plan would remain as long as the box was kept in service. I have been a loyal Tivo user with multiple boxes up until now but this has left a very bad taste in my mouth, even if it is only $50 !

 

[BillJ4345]

I just got off the phone with Tivo Support and they said that the prior agent was mistaken and they are no longer offering the $99.99 renewal for boxes purchased during the Whiteout Sale two years ago. At the time we was told that the plan would remain as long as the box was kept in service. I have been a loyal Tivo user with multiple boxes up until now but this has left a very bad taste in my mouth, even if it is only $50 !

 

[BillJ4345]

Also, here is the email that I got to memorialize the renewal rate when there was a lot of uncertainty on this board. Very disappointing...

TiVo Customer Support (Do Not Reply)" <[email protected]> ([email protected])To:you Details
Holiday-2017-Whiteout-Sale-Tha...pdf (253 KB)

Hello William,

Thank you for contacting TiVo Email Support!
We apologize for the inconvenience this issue has caused you. If you take advantage of the Holiday 2017 Whiteout Sale promo for Annual Plan as $99.99, that should remain until the device ends its contract. If you have any disputes on this matter, since we have limited access/support here on Email, in terms of billing and account issues including order related concerns, please feel free to contact our Customer Service Phone Support at 877-367-8486.

Hours of operations:
Monday - Friday, 7am-6pm Pacific Time.
Saturday & Sunday, 8am-5pm Pacific Time.

The case number for this concern is 07601335. Please refer to this number if you choose to contact us again regarding this request. In order to reply to this email, please log into My Support at www.tivo.com/mysupport. Replies directly to this email will not be received.

Thank you for your patience and understanding while we attempt to resolve this issue.

Sincerely,
Chadrinka
TiVo Customer Support Representative

 

[schatham]

"Annual Plan as $99.99, that should remain until the device ends its contract"

That sounds more like a 1 year deal. Contract ends in 1 year. I think you misinterpreted this. It did not say as long as it remains active.

Edit: If you already renewed once at $99 that would be evidence of continuation of the $99 deal. Make sure to mention this.

 

[Mikeguy]

Escalate this to a TiVo supervisor. If you're already there, initiate "informal dispute resolution" with TiVo under its dispute resolution policy--that tends to get TiVo's attention and lead to rationality amongst the decision-makers.

INFORMAL DISPUTE RESOLUTION: WE EACH MUST TRY IN GOOD FAITH FOR 15 DAYS TO RESOLVE INFORMALLY ANY DISPUTE BEFORE STARTING ARBITRATION. A PARTY WHO INTENDS TO INITIATE ARBITRATION MUST FIRST SEND THE OTHER AN EMAIL WITH: (1) A "NOTICE OF DISPUTE" IN THE SUBJECT LINE OF THE EMAIL; AND (2) A REASONABLY DETAILED DESCRIPTION OF THE NATURE AND BASIS OF THE DISPUTE, AS WELL AS THE RELIEF SOUGHT, IN THE BODY OF THE EMAIL. ONLY EMAILS THAT COMPLY WITH THE FOREGOING WILL TRIGGER THE START OF THE 15-DAY INFORMAL DISPUTE RESOLUTION PROCESS. SEND YOUR NOTICE TO [email protected], AND WE WILL SEND OURS TO THE EMAIL ADDRESS ASSOCIATED WITH YOUR ACCOUNT. A TIVO REPRESENTATIVE WILL CONTACT YOU TO TRY TO INFORMALLY RESOLVE THE DISPUTE. IF WE DO NOT REACH AN AGREEMENT TO RESOLVE THE DISPUTE WITHIN 15 DAYS AFTER THE DATE THE INITIAL NOTICE WAS SENT, THEN EITHER OF US MAY START ARBITRATION IN THE MANNER DESCRIBED BELOW.

https://tivo.pactsafe.io/legal.html#user-agreement (2/3rds of the way down).

Note that under the dispute resolution policy, TiVo is legally obligated to try in good faith to resolve the dispute (as are you). This avenue has worked in the past--it gets the dispute to the "right eyes."

 

[mattyro7878]

"remain until the device ends it's contract". I don't understand that phrase. Probably meant to be confusing.

 

[Mikeguy]

Another suggestion I've seen in the other thread discussing this issue (you're doing it in 2 threads, now, which leads to confusion):

I went through the same B.S. with regular support. Contact corporate management. Contact the Executive Relations Team

You also could try contacting TiVo_Ted, but he seems to have "gone deep" recently.

I might recommend the above before going more formal with the Informal Dispute Resolution process.

 

[BillJ4345]

Fortunately I had all the case numbers and emails related to this. I called again and spoke with another rep who conferred with a supervisor - bottom line, the $99 renewal should be every year and they are going to refund the overcharge and note on the account that it is a $99 annual plan. As long as all that happens, I'm a very happy TIVO camper again !!!

 

[BillJ4345]

I just want to make sure anyone else that jumped on that Whiteout Sale gets the renewal price that was promised.