TiVo Complaint - Big Let Down - Series 3 DVR & Customer Satisfaction
ORANGE COUNTY, CALIFORNIA -- Just bought brand new HD DVR (Series 3) directly from TV to upgrade the DVR and service I had. Within 24hrs, the unit failed. I asked for next day replacement, a month of free service ($9.95) for inconvenience and missed programming, no charge shipment for the return item, cover the installation of card decoder ($20).
The representative had to go back & forth with his manager to offer their best resolution, 2-day shipment, no charge shipment for return but I have to pay for the installation of the card decoder again.
I told the rep, what I am losing or have lost in the meantime--waited a day (Saturday) for the cable installer to install the cable decoder, $20 in installation charge, which also means that I have to spend the same time again to set up the DVR one more time. I'll be missing this weekend's NFL playoffs, events leading to and including the inauguration of Pres. Obama, and access to premium channels. The representative was insensitive, can't blame him. He only did what he's told.
Obviously, TV is not here to meet customer satisfaction, and you have to beg for fair resolution, not to mention an extremely long wait for customer service.
BTW, I've been a subscriber since '05. Certainly, not a feel good story during a time when when we're trying to bring confidence back to the American consumer.