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TiVo Complaint - Customer Disservice - TiVo Service (Not the actual device)
TiVo Service (Not the actual device) - Complaint
Before entering into a relationship with TV (tee-voh), carefully consider the difficulty you will most certainly encounter when it inevitably comes time to "break up" with TiVo.
After 2 and 1/2 years of being generally satisfied with the service, we realized that our casual and rare use of the service no longer warranted spending the monthly fee to keep it.
After calling to cancel the service the day my account was billed for the NEXT month's service, I had to go round and round with their customer "service" department to cancel the account and get refunded the charge. The charge was indeed refunded in the customer un-friendly time frame of 10-14 days as promised, but unbeknown to me, the customer "service" representative neglected to actually cancel the account.
So the next month upon noticing an additional monthly charge from TV on my charge account, I contacted the customer "service" department to demand an immediate refund and an explanation for the *unauthorized* access to my card. After 45 minutes on the phone with 3 customer "service" reps including a floor supervisor, I have a cancellation effective NEXT month and a credit coming back to me within the next 10-14 business days.
It's interesting to me how they can easily process an incorrect - and unauthorized - charge on a Saturday afternoon, but they are unable to apply the corrective refund "because it is a Sunday".
This is a prime example of what I consider a customer disservice provided by an customer "service" department whose sole purpose is to provide a buffer between the customer and the people who create the policies and procedures that generate the dissatisfaction that I and many other TV EX-customers have experienced.
Instead of being a highly dissatisfied TV ex-customer, I wish I had known this so that I could have saved myself the aggravation and not been a TV customer at all.
After 2 and 1/2 years of being generally satisfied with the service, we realized that our casual and rare use of the service no longer warranted spending the monthly fee to keep it.
After calling to cancel the service the day my account was billed for the NEXT month's service, I had to go round and round with their customer "service" department to cancel the account and get refunded the charge. The charge was indeed refunded in the customer un-friendly time frame of 10-14 days as promised, but unbeknown to me, the customer "service" representative neglected to actually cancel the account.
So the next month upon noticing an additional monthly charge from TV on my charge account, I contacted the customer "service" department to demand an immediate refund and an explanation for the *unauthorized* access to my card. After 45 minutes on the phone with 3 customer "service" reps including a floor supervisor, I have a cancellation effective NEXT month and a credit coming back to me within the next 10-14 business days.
It's interesting to me how they can easily process an incorrect - and unauthorized - charge on a Saturday afternoon, but they are unable to apply the corrective refund "because it is a Sunday".
This is a prime example of what I consider a customer disservice provided by an customer "service" department whose sole purpose is to provide a buffer between the customer and the people who create the policies and procedures that generate the dissatisfaction that I and many other TV EX-customers have experienced.
Instead of being a highly dissatisfied TV ex-customer, I wish I had known this so that I could have saved myself the aggravation and not been a TV customer at all.
Comments:
Posted by madconsumer on 2009-09-06:
great review.
very helpful.
very helpful.
Posted by MundoCani on 2009-09-06:
Once you get every dime back from TiVo, be sure to save all your final statements or whatnot that show you are done, just in case they try to mess around some more. Do you you have a TiVo box of some sort that will have to be returned? Be careful that hanging on to that, or even trying to check to see if the service is really off, doesn't give them "permission" to start it all up again.
Posted by Eloise on 2009-09-06:
Mundo's right we just got a collections call for a cell phone bill (the account has been closed for 3 months). Make sure you have every 'i' dotted and every 't' crossed, so they can't do this again. Hope you will come back and update us.
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