TiVo Complaint - Life Time Member... Be Careful
DRAPER -- I have been a long time Tivo customer and I really like the product. However I would like to warn potential customer about the abysmal customer "service" and incredibly abusive policies. I purchase my first Tivo in 2002 for which I bought a "lifetime" membership for service. After a few years, my Tivo became obsolete due to the emergence of HD. I decided to but 2 DirecTV HD Tivo units and kept my original Tivo inactive.
I have now decided to change to Comcast since DirecTV is no longer supporting the TV units. I replaced my 2 DrecTV TV units with 2 more HD Tivo boxes compatible with Comcast. I called Tivo to activate my units and I was very surprised to realize that Tivo will not grant me a multi-unit discount for the price of the life time memberships. I won't elaborate on the lame customer service which took a week and a good dozen of 45 min phone calls to deliver this information. (One of the worst phone customer service I have ever encountered...really).
The Tivo policy is absurd on its face...Not only do you have to pay a lifetime membership for each TV unit bought but Tivo will exploit every procedural glitch possible in their policy to deny any discount:
Tivo told me that because I had not activated for a long period of time my lifetime member had expired (whaaat??) I could reactivate it provided I hooked up the unit to a phone line and maintained it activated for at least 30 days. Since I have no land line where I live (only cell phone) I cannot comply with this.
Now, my understanding of the multi-unit discount ($100 discount per membership per unit) is that it is in place to reward long term customers.
I have been a Tivo customer since 2002. I purchased $2500 worth of TV equipment and $250 in membership fees, about to spend another $600+ in membership fees and Tivo will not give be the $100 membership discounts??
Yes, I could get through the trouble of getting a land line, spend more on a new phone service, hoping that Tivo, in its infinite generosity will be understanding enough to grant their discount.
In short I feel that Tivo will exploit every trick in the book to make their customers pay as much as possible for their service. This is really a shame especially since they have a good product...