"Tivo HD is great but God help you if you need customer service"1.5 starson by adrikika
Pros: The Tivo functionality is far and away better than DVR.
Cons: The customer service is horrible.
Summary: I love the functionality of the Tivo HD, but unfortunately I'll be getting a DVR when my current Tivo subscription expires thanks to the horrible customer service experience. Essentially, I purchased a buggy Tivo HD, then Tivo sent the replacement to the wrong address and essentially held me responsible for their error. I finally received resolution of the issue after many phone calls and hours of lost time. I work as a developer of Help Desk applications so I'm very familiar with Help Desk business process. I understand that mistakes can happen, but I'm more disappointed with the complete lack of professionalism and caring on the part of the "level 2" agents that I encountered. I'm trying to get the word out to as many folks as possible just so that everyone can understand the risk that is involved when buying a new Tivo.
Here's a timeline of the event that occurred.
Oct 20 - I purchased Tivo HD from Amazon.com
Oct 25 - The Tivo HD was delivered.
Oct 27 - I set up the Tivo HD in preparation for the CableCard installation. The process goes well and without problems. I notice some time later that night that there aren't any lights on on the Tivo HD, but it doesn't strike me as odd at that point.
Oct 28 8 AM - I wake up and start preparing the area around my TV for the CableCard installation. I notice that the Tivo HD doesn't have power. I change the power cords and the outlets, but the Tivo still doesn't have any power. We cancel the CableCard installation. I call support and am told that the support system is down due to time change. The time change did not occur that weekend. Total time with support: approx. 10 minutes.
Oct 28 1 PM - I call support back and speak with the same agent that I spoke with earlier in the day. He initially quotes a fee of $45 for the exchange, but after clarification, he realizes his mistake and sets up the advanced exchange (unknown to me at the time that he's setting it up to be sent to the wrong address). I choose the "advanced" option so I have to authorize a charge of $323. The support agent does not give us a receipt for return shipment. Total time with support: approx. 30 minutes.
Nov 1 11 AM - I note that the exchange Tivo HD sent is to Texas instead of our address in California. My wife calls support to get the exchange Tivo HD sent to correct account. The support agent tells her that the matter would be sent to an investigator and that we would be contacted sometime the same day. Total time with support: approx. 45 minutes.
Nov 1 6 PM - We had not been called back so I call support. I am sent to level 2. The level 2 agent states that she can understand our frustration and that she's sorry for the poor support up to this point. She states that the agent that worked on the issue earlier in the day was known to not do a good job and that she had "messed up" the ticket. She said that she would send a new exchange Tivo HD and that it would be sent next day delivery. She gives us a receipt for return shipment. She states that might take a "couple of days" to get the credit back from the first exchange, but that I would have to again authorize a charge of $323 for the advanced exchange. Total time with support: approx. 45 minutes.
Nov 6 - Exchange Tivo HD is delivered. Not exactly next-day delivery.
Nov 7 - I send the broken Tivo HD back to Tivo.
Nov 12 - I get confirmation that Tivo received the broken Tivo HD.
Nov 15 - I call support in order to query on why the first exchange authorization has not been credited to my account. I am directly sent to level 2. The level 2 agent assures us that we would get our money back and that she would research the issue and call us back the next day. She never contacts us. Total time with support: approx. 45 minutes.
Nov 20 - I call support to query why we haven't received a credit to our account and to ask why we didn't get a call back from the agent who said that she'd call us back. The agent says that she's sorry, but the issue was sent to billing and that there's nothing that can be done. She says that we must wait 14 days. I tell the agent that the support to this point has been lacking and that Tivo has done nothing to keep me as a customer. At this point, I've very frustrated and finally loose my patience with the situation. After about 5 minutes of heated discussion the call is ended. Total time with support: approx. 35 minutes.
Nov 23 - Received the first refund of deposit.
Dec 2 - Finally received the second refund of deposit.