My TiVo nightmare... so far (UPDATED)
ROSWELL, GEORGIA -- My wife bought me a TiVo box for my birthday in 2005. We opted for the monthly subscription. But to save the monthly fee, she purchased a lifetime subscription this past Christmas.
This is where the nightmare begins.
When I called to activate the new lifetime service, TiVo informed me the redemption code was invalid. Further, they did not know why it was invalid but would escalate the issue and have it resolved within three working days. They went ahead and deactivated our monthly subscription and advised us to disconnect the TiVo box from the phone line just in case any further issues arise so our setting would be protected.
I reconnected the phone line two weeks later, thinking everything had been resolved.
Now - THREE WEEKS after the initial problem - my TiVo service has been deactivated. All of our settings - lifetime subscriptions, priorities of them, and special keyword searches - lost.
TiVo says their computers are down so they cannot access my (former) accounts, but have promised to call before day's end to solve the issue.
They've actually had over three weeks to solve the issue thus far. And I find it odd that their entire computer system would be down on the day they deactivate my service.
In addition, the supervisors I spoke with today and three weeks ago were both unfriendly and unsympathetic to my issues.
My local cable company's DVR service is looking better and better...
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.
1. If TiVo only has two sets of digits in activation codes, how could techies repeatedly enter it wrong and not notice?
2. 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?
3. Why was I not notified today that my account was being deactivated?