I signed up for Tivo's month to month service, specifically because it said no commitment. My account still says on it no commitment. I called to cancel because my service does not work, and it doesn't record. When I call to cancel they said that by "No Commitment" my service plan meant "no commitment AFTER a year long commitment." That they were sorry they made the mistake of putting "No Commitment" on the account, but that that was "no more dishonest than what cell phone companies do."
Tivo is pulling a classic bait and switch, call it "no commitment" even though they ADMIT that it is in fact an iron clad commitment to their service. Their early termination fee of $200 was more than the ENTIRE year long plan that THEY signed me up to. To them NO commitment means that's your plan after a commitment. I was ripped off.
ALVISO, CALIFORNIA -- First off let me say that I really liked my Tivo service and I didn't have many complaints other than just normal hiccups from time to time, but overall very satisfied. However my roommate who actually owned the box just moved out and so I wanted to cancel the service. Should be a snap, right? Nope. Can't do it online, you must call them to cancel.
And wouldn't you know, you can only cancel between 8 and 5. (Not exactly 8-5, but close to normal business hours) I had the feeling that they were just trying to make it difficult to cancel thinking that if I was trying to do this a day or two before my bill was due, they'd push me over into the new month before I got around to it. Just ** me off. Now maybe it's just a way to save money and only have one or two shifts of operators, but I have no idea why I can't cancel online. I think I'm probably annoyed/angry enough that while I was considering getting my own Tivo box and a new subscription there is no way in hell I will now.
I've been a loyal member for 4 years and when I moved I decided to go with another service provider. I called TiVo to cancel my service and after stating that I just wanted to cancel my service and not go through the "oh please stay with us" song and dance, the service representative became frustrated with me and put me on hold to complete the transaction. Finally after waiting some time she came back with an order # and was clearly angry with our previous interaction.
Does anyone know if the service reps are accountable in some kind of way for accounts that are canceled... for example they lose a portion of their pay if they can't talk a customer into staying? Anyway, I thanked her and again she was very unhappy. As far as I know my service has been cancelled... Bottom line - this was a very simple request that was handled poorly by customer service.
Get DVR from your cable company!!! My family got TiVo a year ago and it broke RIGHT before the warranty ended. Then we ordered a new one after the warranty expired and we had to pay for it. The new one was broken also so we returned it, but we forgot to take these things called cable cards out that you have to pay for to get cable for your TiVo. When we got our new TiVo and the cable cards back it still didn't work. It's just a huge pain, I memorized the TiVo help line phone number, I've called so many times. Just get DVR.
My first mistake was purchasing a Humax TIVO/Video recorder combo a few years back, my second mistake was purchasing the lifetime subscription. All in all my initial investment was about $800.00 for both. About 6 months later the DVR started freezing up, which required unplugging the unit and resetting it. I researched the issue and found it was a common problem with this unit. I contacted Tivo and was told I could replace the unit with another, but it would use up the one transfer that I was allowed on my lifetime subscription.
Since the reviews on the unit weren't very good I decided to live with the unit I had instead of risking another lemon then I would lose my lifetime subscription. I figured down the road I would purchase a better unit... well here we are. The machine gave out altogether so I purchased a series 2 unit and went to transfer my subscription only to be told I would not be allowed to do so because it has to be the exact model machine I already had... problem is that model is now obsolete. They would be more than glad to sell me another 400.00 lifetime subscription.
TIVOs lifetime service is a rip off!!! Because every few years they will obsolete the current model and you will have nothing to transfer... then it gets better... It's a 200.00 transfer charge. This company is crap!!! Save your money and get a DVR from your cable provider. Customer service is a joke... all they have is excuses for this and for that... I will never deal with them again, I understand now why HHGregg doesn't sell them!!
I do not usually bother when a message comes up saying the channel lineup has changed, but today one of the channels I regularly record was deleted from the guide. I checked my cable box and the channel was still available.
I called TV and the best they could do was say it would take 5 to 7 days to add it again. This means I miss a great deal of programming. What is the purpose of TV if I cannot record anything? Also, programs have started to freeze when playing. I was happy to find out that TV would exchange my box for a new one - great!! But apparently "exchange" means it will actually cost me $149 for a new box - am I missing something?
TiVo has always been there when I needed them, they have a phenomenal service. They have a reasonable contract, and only want what was promised. They don't have ridiculous Early Term Fee's, and every time I call, they remind me why I've been a customer for over 9 years. I will never waste my money renting a wannabe digital VCR the cable companies call a DVR. I truly believe TiVo is the google of television, it has revolutionized the way I watch TV.
ALVISO, CALIFORNIA -- I prepaid for a years worth of service and TV continued to bill my credit card for a years monthly fee! When I requested a refund for this double billing, my request was denied. Not only were the customer service people not helpful - they were incredibly rude.
These TV service reps have an incentive to do anything they can to force you to add services. I had a representative add one year prepaid service to an old inactive TV that was on my account without telling me. Then when I realized that I was got an extra charge on my credit card, I tried to get a refund and they would not refund even though they acknowledged that the TV was not active and was not calling in for program info. They repeatedly lied to me.
ROSWELL, GEORGIA -- TiVo did not call back as they promised so I called them back. The tech denied knowledge of any computer issues at TiVo today and said he did not see anything in my file suggesting a call back today. He did quickly realize that the original techie (4 or 5 techies ago) entered in my lifetime subscription number wrong - transposing several numbers and putting in the first two digits wrong (TiVo only has 2 sets of 2 digits that proceed redemption codes). No one else noticed this and it should have been obvious.
However, he quickly reactivated my account and credited me two months. He said give it about 10 minutes and it would be back to normal. 30 minutes later the service STILL had not been activated. So I called back (4th time today). The next techie told me I had to initiate a phone connection to TiVo to reactivate the service. Which I did, and now everything is fine - except my faith in the company.
If TiVo only has two sets of digits in activation codes, how could techies repeatedly enter it wrong and not notice? If my case was originally (3 weeks ago) escalated to a higher level of support, why was I never notified that the case was or was not resolved? Why was I not notified today that my account was being deactivated?