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

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aaron11

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Topic # 85834 26-Jun-2011 12:25

Ok here goes
First got my tivo was told it had the home networking package
It didnt that promo had finished
so they gave me a free one and a months credit

That was great
Then the tivo went bung and kept doing channel line ups etc..
So took 3 weeks got a repmacent. Was promised another credit.

Now this second unit is a dud as well and the picture keeps going off

Telecom now longer have a support service you have to get hold of hybrid tv
So im going to lodge a thing with them today ..

I want this unit replaced also its aucutally becoming a joke.

With that and NO EPG for prime

UPSIDE
I love the tivo i use it all the time and the transferin avi files from the pc to it is great
But I didnt pay 700 for a dud !!!!!!!!!!!!!!

Shame on you telecom lol

I have been told that they are going to be selling them in stores !!!!

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Reply # 486019 26-Jun-2011 12:42

TiVo was only distributed at Telecom stores. They are not responsible for the box itself so no need to involve them.

Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure)

sbiddle

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Reply # 486020 26-Jun-2011 12:43

Hybrid have always been the official support contact for Tivo, not Telecom.

This is an issue that's been discussed on here several times before. If you contact them they'll send you an advance RA unit and you then courier the unit back to them, typically within a couple of business days. Despite all the bad things about Tivo their RA policy is top notch.

If you want an EPG for Prime TV contact Sky and ask why they're got such draconian requirements to allow Tivo to carry it.

While you may have purchased the Tivo from Telecom IMHO they're not actually to blame here for your issues.

aaron11

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Reply # 486022 26-Jun-2011 13:01

sbiddle: Hybrid have always been the official support contact for Tivo, not Telecom.

This is an issue that's been discussed on here several times before. If you contact them they'll send you an advance RA unit and you then courier the unit back to them, typically within a couple of business days. Despite all the bad things about Tivo their RA policy is top notch.

If you want an EPG for Prime TV contact Sky and ask why they're got such draconian requirements to allow Tivo to carry it.

While you may have purchased the Tivo from Telecom IMHO they're not actually to blame here for your issues.

Telecom sold me the unit
Under the CGA they are responsible to replace repair or refund it

Hybird tv took 2 weeks to even get back to me about fixing it !!!

In my opinion they are both usless

Dont get me wrong I love my tivo features etc..
BUT gee sort ya customer service out telecom

aaron11

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Reply # 486024 26-Jun-2011 13:08

sbiddle: Hybrid have always been the official support contact for Tivo, not Telecom.

This is an issue that's been discussed on here several times before. If you contact them they'll send you an advance RA unit and you then courier the unit back to them, typically within a couple of business days. Despite all the bad things about Tivo their RA policy is top notch.

If you want an EPG for Prime TV contact Sky and ask why they're got such draconian requirements to allow Tivo to carry it.

While you may have purchased the Tivo from Telecom IMHO they're not actually to blame here for your issues.

They owe me a months credit i want it lol !!
I will get the number off the back off my tivo and then go to the tivo site and put a thing in so they can replace it again

Anyone know if the guarantee starts again each time you get another one??
god i want to rip my hair out lol

sbiddle

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Reply # 486025 26-Jun-2011 13:15

aaron11:
sbiddle: Hybrid have always been the official support contact for Tivo, not Telecom.

This is an issue that's been discussed on here several times before. If you contact them they'll send you an advance RA unit and you then courier the unit back to them, typically within a couple of business days. Despite all the bad things about Tivo their RA policy is top notch.

If you want an EPG for Prime TV contact Sky and ask why they're got such draconian requirements to allow Tivo to carry it.

While you may have purchased the Tivo from Telecom IMHO they're not actually to blame here for your issues.

Telecom sold me the unit
Under the CGA they are responsible to replace repair or refund it

Hybird tv took 2 weeks to even get back to me about fixing it !!!

In my opinion they are both usless

Dont get me wrong I love my tivo features etc..
BUT gee sort ya customer service out telecom

You can rant all you want about Telecom but at the end of the day Hybrid are the service agents. If you want to take it to a Telecom store then do that, but contacting Hybrid who will send out an advance RA unit by courier and return ticket will get you places far quicker.

By law a warranty is from the time a product is purchased. A replacement doesn't mean the warranty starts again.

aaron11

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Reply # 486032 26-Jun-2011 13:25

Year ive been told that before when ive brought stuff
But you can aucutally make them replace or repair and after the 3rd time they can give you a new one

I will put in a thing now with hybrid and get hold of telecom also

In my opion and im sure 100s with agree with me
Telecom's service is useless they have a tivo number to ring for faults and no one answers it as that part of the thing got let go and it goes to some other country !!!!!!!

One lady i know had a bung tivo and hybrid or telecom woudlnt help so she dumped it in their store and walked out..

And i can guaratnee you right now that it will take them (hybrid) at least week to email me back !

sbiddle

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Reply # 486037 26-Jun-2011 13:31

aaron11: Year ive been told that before when ive brought stuff
But you can aucutally make them replace or repair and after the 3rd time they can give you a new one

I will put in a thing now with hybrid and get hold of telecom also

In my opion and im sure 100s with agree with me
Telecom's service is useless they have a tivo number to ring for faults and no one answers it as that part of the thing got let go and it goes to some other country !!!!!!!

One lady i know had a bung tivo and hybrid or telecom woudlnt help so she dumped it in their store and walked out..

And i can guaratnee you right now that it will take them (hybrid) at least week to email me back !

There is no legal requirement for a retailer to replace something with a new device after a 3rd repair.

The warranty claim process for Tivo is very clear on their website

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

mxpress

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Reply # 486050 26-Jun-2011 13:41

When my Tivo recently threw it's toys out of the cot, Telecom were very helpful, chased up the replacement, when it took a bit longer than it should have to arrive and then followed up with a call a few days later to insure that the problem had been solved.

mxpress

GH33

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Reply # 486061 26-Jun-2011 14:22

My tivo unit has been working fine about a year now. If the replacement is still doing the same thing doesn't that indicate it may not be the unit itself that's causing the issue? We have seen bad customer service in our life time, what about bad customers themselves? If you have disputes then follow the right processes to pin point the root cause of issue then use the right channel to rectify the problem. If they send you a truck load of new tivo units you will still get nowhere.

aaron11

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Reply # 486063 26-Jun-2011 14:28

GH33 this is a different fault the last one was ending up with only one channel and had to reset the tivo everyday this one the picture just goes off

I won a 4,000 dollar plasma tv so it aint the tv as I have tired it on my lcd tv and it still does the same.

So different fault.. I had made about 20 phone calls to telecom to get this sorted out
They sold the item so they are legally responsbile to sort it out.

Otherwise they can jam it and ill spend the 700 dollars on a free view recorder thing

scuwp

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Reply # 486079 26-Jun-2011 15:05

aaron11: GH33 this is a different fault the last one was ending up with only one channel and had to reset the tivo everyday this one the picture just goes off

I won a 4,000 dollar plasma tv so it aint the tv as I have tired it on my lcd tv and it still does the same.

So different fault.. I had made about 20 phone calls to telecom to get this sorted out
They sold the item so they are legally responsbile to sort it out.

Otherwise they can jam it and ill spend the 700 dollars on a free view recorder thing

Bad luck with your units. I have 2 and have had to get one replaced. I found Hybrid excellent to deal with.

You can bang on about it being Telecom's responsibility all day long, but as several posters have already told you, and as has been mentioned numerous times in other threads, Hybrid are the best people to deal with if you want to get a resolution as quickly as possible as you are cutting out the 'middle man'.

You may be 'technically' correct re Telecom, but there is a better way!

It helps to be polite about it as well. You will be surprised how far some common decency and a reasonable approach will get you. There ARE such a thing as bad customers...and they rarely win IME.

If you don't want to take the advice given then stop ranting about the issue.

Always be yourself, unless you can be Batman, then always be the Batman

freitasm

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Reply # 486081 26-Jun-2011 15:09

scuwp: It helps to be polite about it as well. You will be surprised how far some common decency and a reasonable approach will get you. There ARE such a thing as bad customers...and they rarely win IME.

If you don't want to take the advice given then stop ranting about the issue.

This is one thing I (and a fellow passenger) celebrated when we recently had to spend unplanned 24 hours in San Francisco (granted not the worst place in the world to spend 24 hours). We managed to get rebookings, upgrades, hotels, letters for travel insurance claim, and all we asked without raising our voices at all during the whole thing.

We worked together, talked to people, talked more and talked again, until we got everything we wanted, and except for the first two people we talked who did not move an inch to help, everyone ended up serving us with a smile.

When we were drinking scotch in the lounge before boarding we laughed about the whole thing and how everything worked out at the end.

Be a good customer and things work out a lot faster. Be a pain in the butt and you will find resistance in every corner...

Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure)

aaron11

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Reply # 486088 26-Jun-2011 15:22

freitasm:
scuwp: It helps to be polite about it as well. You will be surprised how far some common decency and a reasonable approach will get you. There ARE such a thing as bad customers...and they rarely win IME.

If you don't want to take the advice given then stop ranting about the issue.

This is one thing I (and a fellow passenger) celebrated when we recently had to spend unplanned 24 hours in San Francisco (granted not the worst place in the world to spend 24 hours). We managed to get rebookings, upgrades, hotels, letters for travel insurance claim, and all we asked without raising our voices at all during the whole thing.

We worked together, talked to people, talked more and talked again, until we got everything we wanted, and except for the first two people we talked who did not move an inch to help, everyone ended up serving us with a smile.

When we were drinking scotch in the lounge before boarding we laughed about the whole thing and how everything worked out at the end.

Be a good customer and things work out a lot faster. Be a pain in the butt and you will find resistance in every corner...

I was nice the first time I watied at least 2 weeks for anyone from Hybird to get back to me and telelcom had to really get onto them

A little birdie told me they don't have many staff left and tivos going bust lol
anyhow thanks for the advice

The sooner i get away from telecom the better ive been with them 20 years never again

gregmcc

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Reply # 486199 26-Jun-2011 20:42

Problem is that although Telecom sell the units they rely on hybrid to provide the support. I've experienced the very poor hybrid support, but at the end of the day Telecom are responsible as you purchased the unit from them.

Although there is a contact support phone number it goes no where as hybrid no longer provide phone support, so the number just rings and rings.

If you want hybrid to get back to you faster log the fault thru the Australia web site www.mytivo.com.au it seems that they are providing 2nd rate service to requests that come thru the NZ web site.

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.

The best suggestion I can make, is ring telecom, remind them that you purchased the unit from them, they have the legal responsibility to sort out the problems, as hybrid seem to be doing nothing. Remember that as they are a member of the TDR you can file a complaint with the TDR and this should motivate them in to moving things along quite a bit faster.

Above all when dealing with the problems, keep to the facts, talk in a normal tone to any customer support person.

sbiddle

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Reply # 486204 26-Jun-2011 20:58

gregmcc: The best suggestion I can make, is ring telecom, remind them that you purchased the unit from them, they have the legal responsibility to sort out the problems, as hybrid seem to be doing nothing. Remember that as they are a member of the TDR you can file a complaint with the TDR and this should motivate them in to moving things along quite a bit faster.

Just remember the TDR first requires a formal complaint to be lodged with the carrier. You can't just go straight to the TDR.

I'd also be very interested to know whether the TDR would be interested in following up a Tivo complaint.

Just checking with somebody who had had some involvement with the TDR at a higher level the response was that they probably wouldn't as it involves a product that was simply purchased through a Telecom retail store. However if you were still paying the product off on your Telecom bill and had a dispute about a product or service then they may be be able to help.

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