TiVo

I called TiVo to cancel the service on two DVRs I had. I clearly told them that I wanted to cancel my service. They said they would do that. They then told me that I had a very good "Grandfathered" rate ($12.95 and $6.95 monthly) on both of my DVRs because I had been with them since the early days. And they asked if I was planning to sell them. I said yes. They asked if I wanted to keep my account active for 2 months so that if I was to sell them within 2 months, the new owner would get the "Grandfathered" rate and not have to pay full price. That sounded good to me and as far as I understood I wouldn't be charged from that point forward. However that's not what happened. They simply suspended charges on my account for 2 months.

After that, they continued as if nothing had happened. And my mistake was not looking at my credit card statements closely enough to realize that the payments had started up again. I just realized this after 5 months they started charging my credit card again. I called them. They said that the records show that I called to cancel and they offered me 2 months free service which is not what happened. My DVRs were not connected to their servers ever since I called them to cancel the service. I asked them for that and they agreed with this. Basically, the DVRs were just there and was not being used. However, they would not refund any money. I feel that they were misleading on the phone with their story about the next owner getting a great rate for my used TiVo DVRs. I had clearly called up and canceled the service. However, I was mislead. I feel that this is TiVo's standard sales practice to keep their users on even though it is dishonest. If they would have said that we'll give you two free months, that would have been different. I would have at least known that I had to call back and cancel. But I wasn't told that. I'm very disappointed in this company.

I have been a loyal TIVO customer for over five years and have never missed a monthly payment. About six months ago, my system started to randomly shut down and reboot itself. If I were to record a show, my unit would completely shut down and cut the show off, then take at least five minutes to restore the system back to being capable of showing the rest of the program. My system also neglects to record programs that I request on occasion. In March of 2011, I contacted customer support and told them my dilemma.

I asked for a replacement unit of the same model or equal value. Their response was to try and sell me an upgraded system. After five years of loyalty to this company, I feel their offer is unacceptable and a spit in my face. Since when do companies refuse to take accountability for their defective hardware? They have no problem taking my monthly payment. I think the least they can do is show a little customer appreciation, especially considering that cable and satellite companies offer DVRs with packages, making TIVO more and more obsolete. Good customers such as me aren't going to stay with a company refusing to take accountability for their product defects.

I had this service for 6 months and had problems from day 1 connecting to the service to download program information. I called several times and was told so much stuff to buy and do and none of it ever worked. I went through 3 wireless USB modems that never worked. I was having to run a 70 foot phone cord from one end of my home to the other just to download the program information. We recently switched phone companies and have been unable to connect to the TiVo service since.

When I called and told them my problem, all they said was our new phone service was not compatible with the TiVo system. All they offered me was a new HD TiVo box for $200 bucks which is something I cannot afford as I am laid off from work and trying to support my daughter by myself. I told them I could not afford the new box and I cannot keep paying for a service that does not even work and I am unable to use. The customer service rep was able to see how many times I had called with problems about this service.

When I told them I need to cancel the service, they informed me I owe them money for 6 months of service because I had only used the service for 6 months of the year. I do not think it is right to make me pay for a service that does not work and they are very well aware of all the problems I have had with their service, and they themselves told me my new phone line will not work with the TiVo anymore. Yet they expect me to pay for something they know I cannot use. I am a single mother who is unemployed and trying to put myself through school. This is something I cannot afford to pay and I let them know that and the only solution they gave me was to try to get someone to take over the service and payments from me, which I am unable to do.

I was calling Tivo Customer Service to cancel a DVR that I no longer used, but was still being billed for. I was placed on hold 7 times, transferred to someone else 4 times, disconnect 2 times. After a total of 58 minutes on the phone with Tivo Customer Support I was finally able to resolve my issue.

Tivo's Customer Service phone cue has to be the worst I've ever experienced. I have no complaint about the Tivo products, but their Customer Service Dept is worthless!

One hour of my day wasted.

I cancelled my account approximately 2 years ago. Cancelling was a battle. I had to make many many calls to them. After fighting tooth and nail, I finally received a refund for months of services billed after having cancelled. All said & done so I thought.

After reviewing my banking account online today, I see an unauthorized debit for Tivo in the amount of $12.95. I call TiVo and inquire What's The Deal? I cancelled 2 years ago. I spoke to 3 different individuals who said that the charge was legit and is for Mar 2007. Tivo indicated I had never cancelled that in fact my account was closed due to nonpayment.

The end result from the supervisor I spoke with is, I will forward a request to the Accounting Dept for review & IF they determine you are due a refund, you can expect it in 10 to 14 business days. They also indicated they had been trying to collect for over a year. I asked How's that? I had not received one statement via mail and/or even an email which they verified upon my calling. TiVo's business practices are unscrupulous and absolutely ridiculous. What a Joke! There records indicate I never called to cancel? They issued me a refund for months overbilled and now a NEW CHARGE?????? HELP!

I bought a Tivo box from an Circuit City and subscribed to the Tivo service. 3 1/2 months into the subscription, the box no longer connects. The problem is the wireless adapter.

Tivo sends a replacement, that doesnt work either. I called to see if they could send something else and was told no. It would cost $150 or around 110 to cancel the service. they are so non helpful! So, now I unplugged the TIVO box (it was overheating) and find that its cheaper to pay out the remainder of the contract and not use the service that any other option suggested for me.

I told the customer service rep that this was what I was going to do and she replied, How do you think we make our money?

I called to cancel my TiVo service which was promptly done by the customer service representative. However, my credit card was billed two days prior to cancellation and the customer rep. informed me that my service will not be extended to the end of the billing cycled. I then asked for a pro-rated refund on my payment. The customer representative stated that the refund is not possible or the service I paid for was not available to me because the company does not do that. Customer representative said that the payment I made should be considered lost since I cancelled my service. I then requested to speak to a supervisor and was put on hold for 10 minutes. Customer Representative told me that his supervisor informed him to instruct me to go through corporate.

On Nov. 30, 2005 I ordered Tivo. About three weeks later, I received the box and activated it. But when Tivo caused the reception on my HDTV to become blurry, I called Tivo to return it. On Dec. 20, 2005, a customer service representive gave me an address to send the box. I was told by him that I would receive a full refund of $426.33 excluding any shipping and handling. ($270.93 for the box and $155.40 for the service termination.) Two weeks later, I contacted American Express in regards to this matter because I had not received the credit as of yet. Yesterday I received a letter from American Express stating that a credit was issued to my account in the amount of $270.93 only. I contacted Tivo and I was told that a credit can not be issued for $155.40 because the service was never cancelled by the representive and they had no way of knowing that the box was returned. (Customer# WT358271 Order# 298208 Shipped to: HD Entertainment, 41 Terrill Park Drive, Concord, NH 03301 Attn: RM-17746-298-208-RC )