Tivo and telecom the worst customer service ive ever seen in my life

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#486285 27-Jun-2011 09:06

gregmcc:

As for the no EPG for prime, the reason i've heard is that Sky are demanding viewing data from hybrid, hybrid customer agreement won't allow for the data to be sent to sky. Why hybrid just don't bite the bullet and use the on air EPG instead so at least there is some thing useful for tivo users.

And of course all the other STBs and TVs out there all fone home to Sky with the Prime viewer numbers? No it's just Sky being Sky the monopoly..

Regards,

Old3eyes

sbiddle

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#486286 27-Jun-2011 09:12

old3eyes:
gregmcc:

As for the no EPG for prime, the reason i've heard is that Sky are demanding viewing data from hybrid, hybrid customer agreement won't allow for the data to be sent to sky. Why hybrid just don't bite the bullet and use the on air EPG instead so at least there is some thing useful for tivo users.

And of course all the other STBs and TVs out there all fone home to Sky with the Prime viewer numbers? No it's just Sky being Sky the monopoly..

Tivo is the only one that needs an agreement with Sky. Everybody else is smart enough to use the official MHEG5 EPG whereas Tivo's model relies around them sourcing EPG data so they can do their magic show linking behind the scenes.

scuwp

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#486295 27-Jun-2011 09:39

sbiddle:
old3eyes:
gregmcc:

As for the no EPG for prime, the reason i've heard is that Sky are demanding viewing data from hybrid, hybrid customer agreement won't allow for the data to be sent to sky. Why hybrid just don't bite the bullet and use the on air EPG instead so at least there is some thing useful for tivo users.

And of course all the other STBs and TVs out there all fone home to Sky with the Prime viewer numbers? No it's just Sky being Sky the monopoly..

Tivo is the only one that needs an agreement with Sky. Everybody else is smart enough to use the official MHEG5 EPG whereas Tivo's model relies around them sourcing EPG data so they can do their magic show linking behind the scenes.

TiVo's EPG also goes out 2 weeks in advance, not the standard 1

Lazy is such an ugly word, I prefer to call it selective participation

pageweon

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#490149 6-Jul-2011 16:39

i also have a faulty tivo, purchased it roughly 2 weeks ago and called the help line the day after i got it, it just turns off randomly.
the 0800mytivo line now goes to the telecom broadband help line and they only help with set up issues, the tivo website has a link to email support@tivo whch is supposed to be replied to within 2 days, however right now it has been three days for me and no reply.

i honestly cannot find any way of getting help directly regarding my faulty tivo.. are there any numbers out there to call apart from the 0800mytivo one?

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mattwnz

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#490167 6-Jul-2011 17:20

pageweon: i also have a faulty tivo, purchased it roughly 2 weeks ago and called the help line the day after i got it, it just turns off randomly.
the 0800mytivo line now goes to the telecom broadband help line and they only help with set up issues, the tivo website has a link to email support@tivo whch is supposed to be replied to within 2 days, however right now it has been three days for me and no reply.

i honestly cannot find any way of getting help directly regarding my faulty tivo.. are there any numbers out there to call apart from the 0800mytivo one?

If tivo have an 0800 number, and it redirects to telecom, then telecom should be able to handle all enquiries, including defective units, especially as telecom are the retailer selling them. What if you didn't have email to communicate with tivo with. I find so many companies treat email with far lower priority than phone, which isn't good, as email is a cheaper form of communication for the company.

gregmcc

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#490168 6-Jul-2011 17:22

pageweon: i also have a faulty tivo, purchased it roughly 2 weeks ago and called the help line the day after i got it, it just turns off randomly.
the 0800mytivo line now goes to the telecom broadband help line and they only help with set up issues, the tivo website has a link to email support@tivo whch is supposed to be replied to within 2 days, however right now it has been three days for me and no reply.

i honestly cannot find any way of getting help directly regarding my faulty tivo.. are there any numbers out there to call apart from the 0800mytivo one?

Simple answer no, ring the 0800mytivo, inform them that tivo have failed to respond and ask the to action a replacement.

Did you buy the tivo from telecom or the web site? if you got it from telecom, remind them that it is their responibility to put things right.

pageweon

393 posts

Ultimate Geek

#490170 6-Jul-2011 17:25

apparantly the 0800 number have absolutely no say in physical faults

i suppose i can take it back to the store i bought it from, but i really dont want to be bothering them with it , especialy seeing as the tivo terms and conditions page still says dont take it to the store but deal directly with us

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gregmcc

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#490171 6-Jul-2011 17:30

pageweon: apparantly the 0800 number have absolutely no say in physical faults

i suppose i can take it back to the store i bought it from, but i really dont want to be bothering them with it , especialy seeing as the tivo terms and conditions page still says dont take it to the store but deal directly with us

Sounds like you brought it from a telecom store?

Don't give up so easily, ring telecom, make nosie about rubbish customer service, don't take no for an answer, make them take owership of the problem.

Did you pay via credit card? if so tell them you will get the transaction reversed.

There are lots of things you can do to move things along, but just been quite about it won't help

aaron11

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#490180 6-Jul-2011 17:49

See what I mean about the rubbish service !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Telecom have been good to me and also the Hybrid people but you have to fight to have a product fixed or replaced

I am having problems as I said with my second unit I did get a reponce from Hybird but they keep saying do this do that fix this change that

Only time I was able to get a new one the first time was after about 15 calls to telecom

Im on the phone with them now waiting.....

THE 0800 MY TIVO number doesnt seem to be manned now.

If you got it from a store pack it up take it back in and refuse the goods and ask for a replacement it might take a few days ...

If its from telecom themselves ring them and ring them until you get some assistance plus also fill out a form with hybrid on the my tivo site

What is your TIVO doing???????

My first one had a gremlin in it and would do all sorts of weird stuff
This one turns the picture on about 5 times a day

mattwnz

20143 posts

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#490197 6-Jul-2011 18:42

aaron11:

My first one had a gremlin in it and would do all sorts of weird stuff

This one turns the picture on about 5 times a day

If they are difficult to contact during warranty, I wonder how they handle it when the product is out of warranty and you have to rely on the CGA to get it replaced. Bit of a worry. Great product though when it works. Mine has begun doing some strange things every few weeks, but rebooting it fixes it.

If people got it from a store, you can easily just take it back to them to handle it.

pageweon

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#490202 6-Jul-2011 18:47

mine just turns off whenever it feels like it.. i dont know if it is overheating or anything but it has been doing this ever since i got it

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aaron11

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#490203 6-Jul-2011 18:54

pageweon: mine just turns off whenever it feels like it.. i dont know if it is overheating or anything but it has been doing this ever since i got it

Tell me about it i think ive just got in before my expires
BUT i waited 20 mintues for telecom no help

and most places will say they run the warranty from date of pruchase not date of replacement but you can get around that

Seriously im sick of it.. I love the tivo its great

I really wish I had of cancelled my broadband and got dial up and got sky now

aaron11

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#490205 6-Jul-2011 18:54

aaron11:
pageweon: mine just turns off whenever it feels like it.. i dont know if it is overheating or anything but it has been doing this ever since i got it

Tell me about it i think ive just got in before my expires
BUT i waited 20 mintues for telecom no help

and most places will say they run the warranty from date of pruchase not date of replacement but you can get around that

Seriously im sick of it.. I love the tivo its great

I really wish I had of cancelled my broadband and got dial up and got sky now

Does it restart fully or just the screen?
how long you had it
I would send it back

If i get no help iwth mine im goin to dump it in a telecom store lol

JimmyH

2886 posts

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#490257 6-Jul-2011 20:55

You could try Fair Go.

Given that the move to Freeview is imminent and topical, and this is an interesting story about crappy performance and customer from a supposedly top drawer product and one of NZ's biggest companies and (indirectly) an SOE, they would probably be interested in the story. Given the damage that having this sort of behaviour exposed on telly can do to products and brands, I think that if they ran with the story it would all quickly become "a mistake", and Hybrid/Telecom would suddenly become very, very interested in sorting it out for you!

aaron11

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#490353 6-Jul-2011 23:30

JimmyH: You could try Fair Go.

Given that the move to Freeview is imminent and topical, and this is an interesting story about crappy performance and customer from a supposedly top drawer product and one of NZ's biggest companies and (indirectly) an SOE, they would probably be interested in the story. Given the damage that having this sort of behaviour exposed on telly can do to products and brands, I think that if they ran with the story it would all quickly become "a mistake", and Hybrid/Telecom would suddenly become very, very interested in sorting it out for you!

Well they have responded when I have pushed
But I bet they would freak if someone went to fair go it would all come out

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