TiVo Support - What Support

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penfald

94 posts

Master Geek

#54894 22-Dec-2009 17:11

I got my TiVo close to am month ago and have been having problems with it ever since. After a while it just has a grey screen and will not respond. Turning it off/on only works if it is turned off for 6 hours otherwise it just keeps restarting constantly.

All sounds like a clear case of 'send him another' dosent it.

They have got me to restart it, reset it to factory settings, said it is my HDMI cable at fault despite the fact I was not using a HDMI cable when the problem first occured.

All this was via very slow replies to Email to the support Email address. They then stopped replying to my Emails and even when I sent an Email requesting a read receipt I got nothing back

So I phoned the helpdesk today(normal wait for ages with annoying messages interrupting the overly loud Xmas music), they got me to unplug all devices except the power and composite connection and the problem is still there.

Now you would think it is a clear case of 'send him another'.

NO, it now has to be sent to the manager for his consideration and he may not get back to me before Christmas as he is rather busy at the moment.

Grumble Grumble

JAYJAY

119 posts

Master Geek

#284726 22-Dec-2009 22:08

Wow, that sucks man. I hope you have a better experience soon enough.

penfald

94 posts

Master Geek

#284738 22-Dec-2009 22:37

I suppose once I get a good TiVo that just works I will soon forget about this. But yes at the moment it SUCKS my MySky is at 3% free and I have to keep deleting stuff I want to watch but havent yet to record other stuff that i want to watch but dont have the time to watch now

SepticSceptic

1785 posts

Uber Geek

Trusted

#284800 23-Dec-2009 11:22

You are a very patient person to have waited for nearly a month, and be fobbed off again because some "manager" is too busy with his/her Xmas shopping, etc to attend to a disgruntled customer. Sure as heck if I fobbed someone off because i was too busy, I'd have a ton of hurt on my head soon enough ...
You were too easily fobbed off - get to the next manager up the chain. Failing that, a fax to the CEO works wonders.... just send to the company fax number.

My thoughts are no longer my own and is probably representative of our media-controlled government

penfald

94 posts

Master Geek

#284807 23-Dec-2009 11:39

I got another Email from them this morning saying that because I had a grey screen and a message saying there is no signal found I had to do these 20 steps. I never told them I had that message and I dont!!

doozy

245 posts

Master Geek

Trusted

#284850 23-Dec-2009 15:07

I must admit to not being directly involved in the Tivo stuff at Telecom, but it certainly seems this could have been handled better so my apologies for that. Can you send me through your contact details and I'll find someone who can manage this through to resolution for you.

Tarawera Ultra 2015 done, bring on 2016

Kookoo

314 posts

Ultimate Geek

#284913 23-Dec-2009 21:33

I think the Tivo support site went down about 8pm tonight. My CASPA content failed to download and the device itself became VEEEERY slow... and both the NZ and AU support sites were unreachable. In fact, still are - http://support.mytivo.co.nz/index.php?action=ask fails to load.

Hello, Ground!

Kookoo

314 posts

Ultimate Geek

#284922 23-Dec-2009 22:10

What's their support number? I don't think it's listed on the website or in the manual...

Hello, Ground!

penfald

94 posts

Master Geek

#284923 23-Dec-2009 22:27

The Oz contact number is 0800 848 643 - beware of the on hold music, have a valium at the ready

Kookoo

314 posts

Ultimate Geek

#284930 23-Dec-2009 23:04

Thanks! The site is back up, so I found the NZ one there.

Hello, Ground!

penfald

94 posts

Master Geek

#290087 14-Jan-2010 19:09

I should have updated before...

New TIVO arrived just after Christmas, Posting on Geekzone certainly helped - thanks Doozy for your help, made all the difference getting TIVO manager calling me rather than me having to try and call them.

TIVO is now working good.