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TiVo Complaint - Poor customer service - Terribly difficult to cancel service
Terribly difficult to cancel service - Complaint
I've been a loyal member for 4 years and when I moved I decided to go with another service provider. I called TiVo to cancel my service and after stating that I just wanted to cancel my service and not go through the "oh please stay with us" song and dance the service representative became frustrated with me and put me on hold to complete the transaction. Finally after waiting some time she came back with an order # and was clearly angry with our previous interaction. Does anyone know if the service reps are accountable in some kind of way for accounts that are canceled...for example they lose a portion of their pay if they can't talk a customer into staying? Anyway, I thanked her and again she was very unhappy. As far as I know my service has been cancelled...
Bottom line-this was a very simple request that was handled poorly by customer service
Bottom line-this was a very simple request that was handled poorly by customer service
Comments:
Posted by SteveWiginowski on 2011-05-16:
It would have been nice if they were more friendly, but it's difficult to call this poor customer service when you are calling to not be a customer. The service that you requested was given to you (canceling the service), so while she may not have sounded happy about not being able to do her job in full, she performed the service that you requested in full.
Posted by tnchuck100 on 2011-05-16:
You need to send a certified mail/return receipt requested letter stating your cancellation and effective date. Phone cancellations are often ignored and the bills keep coming. Then it is your word against theirs. Since they are the "big boys" they will always win.
Get it in writing. Cover your butt. Particularly since you sense their displeasure.
Get it in writing. Cover your butt. Particularly since you sense their displeasure.
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