TiVo Complaint - Poor Customer Service And Poor Quality Product!
SAN FRANCISCO, CALIFORNIA -- After one year of use, my TV Series 3 HD DVR began to malfunction. After four calls to TV customer service to try to figure out if this was a problem that could be easily remedied, it was decided that the DVR needed to be replaced. We were instructed to transfer our already-recorded files to our computers - a task that we attempted over the course of the next two days, only to realize that the same problem that caused our TV to malfunction also made transferring files virtually impossible. A fifth call to customer service was placed, and due to the extremely limited warranty on TV products, we were told that a) we required a new box that would cost $150, b) we would lose all our recorded files on our original TV box, and c) TV was unwilling or unable to provide us with any compensation for our troubles. I was on the phone for an hour and spoke to two supervisors without a satisfactory outcome.
I do not recommend TV to others. The product, when functioning, is easy to use and easy to become dependent on. However, it is not durable (as evidenced by its malfunction one year later), the warranties are extremely limited, the customer service representatives are polite but not particularly knowledgeable. TV has done a nice job of protecting itself from any responsibility or liability. This behavior does not engender consumer loyalty. I accept that it is difficult to untangle oneself from TV after becoming familiar with their product.
I therefore recommend that people considering TV for the first time look elsewhere. This company treats customers as if they are dispensable. We deserve better than that.