Tivo
Bad Service

So the world is going digital. Fine. I fully embrace this.

I have been a Tivo customer, devotee and advocate since their service was introduced to me (3-4 yrs ago /-) and before they had any competition (DVR).

I called to disconnect one of my two Tivo accounts earlier in the year, as the box was malfunctioning (a Tivo box). I was convinced by a zealous customer service agent to maintain the 2nd acct as they would send me a "deeply reduced price" replacement box that had added capability (tape two shows at once—wow!)

Come to find out this feature is rendered useless in the new all-digital world we are entering.

Talked to three Tivo customer service reps at Tivo today to find out that none of them are empowered by the company to recognize that the relationship with me — a longtime, loyal customer, is more important than a 30 day return period; or is empowered to do whatever is necessary (very little, in fact) to maintaining me as a devoted customer and keep me from moving over to the competition.

I am deeply disappointed, but also warn share-holders that this company is doomed for failure. They no longer "own the market, " and letting customers like me without a fight is a clear signal that the competition has the edge.

Company: Tivo
Country: USA

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