Tivo Dead - Telecom shop refused to do anything

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andar

67 posts

Master Geek

#73652 18-Dec-2010 16:52

My Tivo died today, it rebooted itself while I was watching it. Then it just went into a reboot loop where it would show "Powering up" for a few minutes then it would reboot and do the same thing again. I tried powering it off a few times and waiting but each time it would do the same.

So I took it back to the Telecom shop where I purchased it from but they said they couldn't/wouldn't do anything. All they said was that I had to ring some 0800 number and it was nothing to do with them. I told them that as a retailer selling a product they are obliged under the consumers guarantees act they have to support it. They told me thats not how it works with electronics.

Anyway I left the Tivo with them and made them give me a receipt to say I had given it back to them.

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2125 posts

Uber Geek

#418901 18-Dec-2010 20:18

HDD might've died a death of a thousand deaths. Sounds like it's failing to initialise.

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DonGould

3892 posts

Uber Geek

#418902 18-Dec-2010 20:21

andar:They told me thats not how it works with electronics.

Really!?

What Telecom shop was this?

I'd be giving the comcom a quick call on Monday and getting someone to give that store a quick call to remind them the correct obligations.

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scuwp

3885 posts

Uber Geek

#418906 18-Dec-2010 20:43

The TiVo warranty is a replacement service that works through the 0800MYTIVO number. You need to log a job with them and they will send a new one out for you if they determine there is nothing they can do to fix the faulty one over the phone.

If you follow the process it's really quite painless. Had my new one within 3 days and they sent a pre-paid courier ticket and simple instructions to arrange for the faulty one to be picked up. Didn't even have to leave home and much easier than waiting god knows how long for one to be repaired.

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

DonGould

3892 posts

Uber Geek

#418907 18-Dec-2010 20:55

hummm.... Telecom store should have known that if they were selling the product, that's shocking and very cool as well if it's that simple to sort.

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NonprayingMantis

6434 posts

Uber Geek

#418913 18-Dec-2010 21:44

DonGould: hummm.... Telecom store should have known that if they were selling the product, that's shocking and very cool as well if it's that simple to sort.

it sounds like that is actually what they told him:

"All they said was that I had to ring some 0800 number and it was nothing to do with them."

DonGould

3892 posts

Uber Geek

#418914 18-Dec-2010 21:50

Which is actually really poor. They should have picked up the phone, dialled the 0800 num and sorted it for him. They're not actually allowed to pass the buck like that.

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sbiddle

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#418918 18-Dec-2010 22:07

The Tivo website clearly outlines the process.

They'll even courier you a new replacement device to set up before you even need to return the old one to them!

http://support.mytivo.co.nz/index.php?sid=110897&lang=en&action=artikel&cat=31&id=30&artlang=en

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andar

67 posts

Master Geek

#418946 19-Dec-2010 00:16

Really!?

What Telecom shop was this?

The Telecom shop in Riccarton Mall, Christchurch.

andar

67 posts

Master Geek

#418947 19-Dec-2010 00:21

sbiddle: The Tivo website clearly outlines the process.

They'll even courier you a new replacement device to set up before you even need to return the old one to them!

http://support.mytivo.co.nz/index.php?sid=110897⟨=en&action=artikel&cat=31&id=30&artlang=en

Yep, it does. But I purchased this from a shop so I should be able to return it that shop.

If I wanted support from someone I can't see I would buy it online. I buy stuff from shops in New Zealand because under the law they have to support it.............unless you are Telecom.

NonprayingMantis

6434 posts

Uber Geek

#418951 19-Dec-2010 00:32

DonGould: Which is actually really poor. They should have picked up the phone, dialled the 0800 num and sorted it for him. They're not actually allowed to pass the buck like that.

I agree they absolutely should have offered that, although from the OPs point of view I would think it would be a lot more convenient to just make the 0800 call from the comfort of his own home rather than stand around in a Telecom store relaying info back and forth and answering questions through the store person to book the job, especially if part of the process involves them testing a few things over your connection to diagnose the fault. (I don't know if it does or not,but I imagine it could be givn the connectivity aspect of Tivo).
If the Tivo is sitting on the desk in the store, then it isn't possible to do these kind of tests.

technicaljoe

248 posts

Master Geek

#418955 19-Dec-2010 00:46

If I remember correctly this time last year when I bought our TiVo, all Telecom shops I went to made it absolutely clear that it has nothing to do with them, and if I have any issue with it, I got to sort it out with TiVo myself.

scuwp

3885 posts

Uber Geek

#418976 19-Dec-2010 07:16

Yep, it does. But I purchased this from a shop so I should be able to return it that shop.

If I wanted support from someone I can't see I would buy it online. I buy stuff from shops in New Zealand because under the law they have to support it.............unless you are Telecom.

Fair enough but TiVo have come up with a replacement service process that is probably faster and definitely easier than any service you will get in a shop. It's called progress.

Your version:

1. Pack up TiVo
2. Drive to shop
3. Battle for a park
4. Carry the TiVo a few blocks to the retail shop
5. Stand in line waiting to be served by someone who probably doesn't have a technical clue
6. Leave TiVo with them for X days while they try and sort it out on your behalf (low priority when they have a busy shop with cutomers)
7. Maybe sometime in the next few weeks you get a call saying it's all good
8. Repeat steps 2 - 4

TiVo's Version:

1. Ring 0800 number
2. If fault established recieve new one within couple of days
3. Pack up old one and ring another number to have it collected

I know which I would rather do....

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

LennonNZ

2459 posts

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#418993 19-Dec-2010 09:41

It depends if you are going to claim under the CGA or the warranty. It is up to you which one you claim under but it might be easier to claim under the warranty (if its still under it)

If it is under the warranty (1 Year Warranty) then you have to claim under the warranties terms.

If you are going to claim it under the CGA (which is between you and the company you purchased it from) then "taking it back to the shop" would be the correct way of doing it.

The CGA doesn't "promise" you a fix as both sides have the agree to how long the unit will last under normal use and if they disagree then its up to you to go to small claims for someone to make that decision.

For a TiVO IMHO I would have thought 3-4 years is a "reasonable" amount of time for something like it to last.

DonGould

3892 posts

Uber Geek

#418995 19-Dec-2010 09:45

technicaljoe: If I remember correctly this time last year when I bought our TiVo, all Telecom shops I went to made it absolutely clear that it has nothing to do with them, and if I have any issue with it, I got to sort it out with TiVo myself.

INAL - This doesn't negate the retailers obligations under the CGA.

The consumer is within his right to take this unit back to the store and expect a repair, replacement or refund on the spot as it's an item that's used all the time.

In the case of a lawn mower, which is used typically once a week in summer, the consumer can expect a week to two weeks to turn around a repair.

The TiVo 12 month warranty on their web site is also just silly. The CGA clearly outlines that goods must be fit for purpose and last a reasonable amount of time. 1 year for consumer electronics is not reasonable - 3 is scraping it in but 5 is typical.

HTH.

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robjg63

4098 posts

Uber Geek

Subscriber

#419000 19-Dec-2010 10:02

I suppose it depends if you want to deal with the organ grinder or the monkey.
Personally I would sooner deal direct with the organ grinder!

Sounds like a clean and easy enough process - pick up the phone and get it sorted...
If they stuff you around then start getting heavy with the Telecom shop.

And yes - 1 year warranty on consumer electronics is ridiculously small - the CGA is annoying in that it is supposed to give you extended rights - but then you get a product warranty when you buy something that says something completely different. It would be great if the CGA WAS the only warranty and had some real teeth in it - at least it wouldnt allow retailers/manufacturers etc to fob the consumer off.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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