Tivo customer service

Isn’t it disappointing when a great company goes bad?

I have been a Tivo customer for four years. At the end of last year we bought our third Tivo (this one to upgrade our first box). Our nightmare began when we went to activate the third box. When we ordered the box, my wife paid for a lifetime subscription (offered to customers who had previously purchased lifetime subscriptions).

The subscription on our first box was due to expire in February so we waited to activate the new box. Come February, we set up the new box and activated it. Problem was, Tivo charged our credit card a second time for the lifetime membership when we did the activation. Yeah, that sucked. It took a few days but they fixed it.

Now for the second problem. Tivo automatically renewed the monthly subscription on our first box. We called the following day explaining we did not want to renew that box because we were replacing it with the new (third) box. The rep cheerfully told us they would refund that monthly subscription.

After numerous follow up calls asking where our money is, they still have not refunded it. Today, the rep said she sees four pending transactions but for some reason they aren’t going through. At that point she tells my wife that the problem is not their fault because they are doing everything they are supposed to do. She didn’t seem to understand that they did everything except for actually refunding our money.

So once again we are told that they will contact their accounting department to release the request so the refund will be processed and that we should wait up to 14 days. We’ve already waited more than 14 days.

Arrrgh. I hate it when a company I liked becomes so non-responsive. I’ve also discovered this is a sign of a company on the ropes. Looks like we’ve bought our last Tivo box.