[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
TIVO Complaint - Tivo Stole From Me - DVR
DVR - Complaint
I'd had a TIVO for 6 years when it quit. I called and ordered a new one and cancelled the old one. Like some of you I didn't check my credit card statement for several months and then last month I saw that I was being billed for both TIVOs. I really didn't think it was any big deal...just an oversight on their part, so I called customer service expecting to have the charges removed. I was told that the representative I talked to when I bought the new TIVO did not make a note to cancel the service on the old one so I would not get credit. I told the guy that was unfair and he put me on hold, then came back and said he would give me 2 months credit but that was the best he could do.
I have contacted customer service via e-mail and this was their reply:
Hello,
Thank you for contacting TiVo Customer Support. I can help you with your service questions. Per section 11 of the TiVo Service Agreement, which you agreed to when you signed up for service, "You are responsible for reviewing your credit card statement for billing accuracy. You have 90 days to dispute any billing that you feel is inaccurate. If you do not contact TiVo within 90 days of the disputed billing date, TiVo will not be responsible for any billing errors." However, we were not notified within 90 days as our policy requires so technically no credit was appropriate for this billing error. However, it seems our agent was nice enough to offer 2-month credit for customer satisfaction. This concession was more than was appropriate for the situation. I apologize but offering more is out of the question. The amount we have offered is already more than policy allows. Please let us know if there is anything else we can do for you. Thank you for choosing TiVo and have a great day!
According to them not only am I the one in the wrong but their customer service representative is a great guy for offering me 2 months credit.
Let's face it, this is a scam they have going to screw their customers out of their money. They are apparantly too stupid to realize they are in a highly competetive market (And not doing too well I hear) and these tactics will help drive them out. It can't be too soon for me. I am dumping them and going with my cable company DVR for less money per month.
I have contacted customer service via e-mail and this was their reply:
Hello,
Thank you for contacting TiVo Customer Support. I can help you with your service questions. Per section 11 of the TiVo Service Agreement, which you agreed to when you signed up for service, "You are responsible for reviewing your credit card statement for billing accuracy. You have 90 days to dispute any billing that you feel is inaccurate. If you do not contact TiVo within 90 days of the disputed billing date, TiVo will not be responsible for any billing errors." However, we were not notified within 90 days as our policy requires so technically no credit was appropriate for this billing error. However, it seems our agent was nice enough to offer 2-month credit for customer satisfaction. This concession was more than was appropriate for the situation. I apologize but offering more is out of the question. The amount we have offered is already more than policy allows. Please let us know if there is anything else we can do for you. Thank you for choosing TiVo and have a great day!
According to them not only am I the one in the wrong but their customer service representative is a great guy for offering me 2 months credit.
Let's face it, this is a scam they have going to screw their customers out of their money. They are apparantly too stupid to realize they are in a highly competetive market (And not doing too well I hear) and these tactics will help drive them out. It can't be too soon for me. I am dumping them and going with my cable company DVR for less money per month.
Comments:
Posted by justcuz on 2011-11-10:
This is an excellent reminder why it's important to check your CC statement every month. If it were me, I'd take the two month credit and chalk the rest up to a valuable lesson learned.
Posted by trmn8r on 2011-11-10:
Two month credits are typical in a situation like this. I believe that is required by law. Anything prior to two months is usually not refunded. Stinks, but that is how it works. I'm not sure they even have to put it in your contract.
Posted by JayByJay on 2011-11-11:
Hey, you agreed to it, they're completely in the right.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
