What happened to customer support? TiVo went from best to worst.

1116 Views 10 Replies 6 Participants Last post by HerronScott, Aug 16, 2020

JJM2020

Discussion Starter · Aug 11, 2020

I admit it's been a while since I needed support, but wow, customer support is gone. I was having problems with making a purchase, so I went to online chat. They told me to call the customer service number. The problem is that the customer service number sends me a link that takes me back to the website. So, I went on facebook message for help. They too told me to call another customer support number, which also sends me a link that takes me back to the website. I opened a support ticket, and you can probably guess what happened. They told me to call the customer support number, which takes me back to the website. What a waste of time and effort.
I started this task wanting to spend $$$ to buy a new TiVo, but after this fiasco, I think I'm going to cancel the service that I already have and look for other options. Unbelievable.
In my experience, the best service you get is before you make the purchase. If I can't get help to buy a system, I have no hope that I'll be able to get support after the purchase is made. TiVo, you just lost a 20+ year customer.

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1 - 11 of 11 Posts

dianebrat

· #2 · Aug 11, 2020

Let's see,
The company has gone through multiple new owners via acquisitions
Aforementioned new owners have done what every other company in the world does and off shored the customer support to cut costs since they never made money.

Those two items can pretty sum up the changes.

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ThAbtO

· #3 · Aug 11, 2020

Wait, you called them and got the web site? How does that happen? How did you call?

CS had been outsourced to India and Phillippines. (as most companies does.)

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JJM2020

Discussion Starter · #4 · Aug 12, 2020

I called the customer support phone number. One of the prompts asks if you dialed in from a mobile phone. When I said I did, it sent me a text message with a link to the website, and then hung up. Both customer service numbers did the same thing.

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ThAbtO

· #5 · Aug 12, 2020

Try say no.

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JJM2020

Discussion Starter · #6 · Aug 12, 2020

ThAbtO said:
Try say no.

I think I'm just going to cancel my TiVo subscription. If it's that much work just to talk to somebody, it's not worth the effort.

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ThAbtO

· #7 · Aug 12, 2020

877-367-8486

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JJM2020

Discussion Starter · #8 · Aug 12, 2020

ThAbtO said:
877-367-8486

That's one of the ones I tried. I also tried 877-298-8486 and both did the same thing.

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dlfl

· #9 · Aug 13, 2020

YouTubeTV! Happy user since 11/22/2019 when I cut the cord. Unlimited DVR! No Tuning Adapter! No clueless Spectrum tech support! No hours spent on the phone haggling over rate increases!

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bkc56

· #10 · Aug 16, 2020

JJM2020 said:
TiVo, you just lost a 20+ year customer.

Wow, it has been 20 years. I just looked it up, and I got my first Tivo on 9/28/00 (the contest where you could write a short essay and win a free Tivo with lifetime). Tivo had already been out for a while (early '99). I didn't realize how long that lifetime sub would last (and the second one I got in '02).

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HerronScott

· #11 · Aug 16, 2020

bkc56 said:
Wow, it has been 20 years. I just looked it up, and I got my first Tivo on 9/28/00 (the contest where you could write a short essay and win a free Tivo with lifetime). Tivo had already been out for a while (early '99). I didn't realize how long that lifetime sub would last (and the second one I got in '02).

We also hit 20 years as of Father's Day this year (wife gave me the Sony S1 for Father's Day but I had to buy the lifetime service myself!).

Scott

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