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15214 posts

Uber Geek


# 100772 18-Apr-2012 16:40
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I received a DOA tivo from telecom as part of their broadband promo. I called them at the weekend to tell them the problem that it never worked, and they said I would receive a box to send them the old one back in. However today has now gone, and still have not received any pack to send it back to them, nor the replacement, so it will now be at least 4 days of waiting. The original tivo arrived 2 days after I signed up to telecom, so this replacement should be as quick, as it was DOA. Anyone else who has had a tivo replaced by telecom know how long it normally takes them and the procedure? I am hoping they don't have to wiat for the DOA one to be received before they will send the replacement, as that wouldn't be good service considering it was DOA to begin with and they have all my details.

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37 posts

Geek


  # 611323 18-Apr-2012 17:53
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It took them 3-4 working days to send me my replacement TiVo. I still have to send the faulty one back to them.



15214 posts

Uber Geek


  # 611337 18-Apr-2012 18:18
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pegi: It took them 3-4 working days to send me my replacement TiVo. I still have to send the faulty one back to them.



OK Thanks, I will give them a couple more days before contacting them. Was it sent from telecom from within NZ or from tivo in Oz?

 
 
 
 


37 posts

Geek


  # 611560 18-Apr-2012 22:31
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mattwnz:
pegi: It took them 3-4 working days to send me my replacement TiVo. I still have to send the faulty one back to them.



OK Thanks, I will give them a couple more days before contacting them. Was it sent from telecom from within NZ or from tivo in Oz?


It was sent from Telecom from within NZ (Brightstar NZ, Airport Oaks), overnight delivery.



15214 posts

Uber Geek


  # 611939 19-Apr-2012 14:56
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Just contacted telecom again about it, as I still have not received the replacement. And it appears that they haven't actually processed it for me to be sent a replacement. Luckily I phoned them, as I would probably still be waiting expecting it.
They were going to phone me back about it but it once they have figured out why, but it is not good service from telecom.



15214 posts

Uber Geek


  # 613245 22-Apr-2012 17:41
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I am really annoyed with telecom now. Today I got an email to say to try the following. I had already packed it all up ready for them to collect. So it doesn't appear they have processed it to be returned. This is a week after I told them it was DOA and it needed to be replaced.


---
This looks a lot like a formats issue. Have the customer press the FORMAT button on the front panel on the TiVo media device to cycle through each of the different video output formats. Once the format has been changed, leave it set for about 30 seconds to allow the TV to synchronise with the updated output format.

Some of the native settings will result in this type of 'flash' on the screen between changing channels. We recommend using a Fixed format; and for most newer TVs 720p (component) or 1080i (HDMI) is compatible.

For any future enquiries related to this issue please reply to this message leaving the reference number in the subject.

Regards,

Hybrid TV Level 3 Support


---

I have done exactly what they have have said, but I knew it wouldn't work, and it didn't. Stays stuck on a grey screen trying to boot. What they are describing is related to when it is booted up. Mine never completes booting, as the fan stays on full bore like it does when booting, for full an hour until I unplug it. Now I have to contact them again, which is an effort in itself, as you have to talk to the previous person that was handling it, and they have to call you back. Really annoying and frustrating. If I had purchased it from a retailer, they would have just swapped it in store, and I would now have a working one.



15214 posts

Uber Geek


  # 613275 22-Apr-2012 19:08
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Just to update after mucking around for an hour, they have sent through a request now for a replacement, by email. I was told that once it is confirmed, I could be waiting another 7-10 days. The person I was speaking to has said that they also wouldn't be happy about that either, and gave me a complaints form link on telecoms website to fill in.
I am not blaming the guys I have been speaking to on the phone as it is not their fault, but instead blaming telecoms management and processes. This is a really poor way of resolving a product that has never worked. They have even told me that they have had a lot of people phoning them about this same sort of problem, so not sure why they are frustrating and wasting their customers time in this way. SUre there would be a percentage that can be resolved by following troubleshooting steps, but I was never given any until 7 days later, and they didn't even apply to the problem I was having.

37 posts

Geek


  # 613293 22-Apr-2012 20:05
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mattwnz: I am really annoyed with telecom now. Today I got an email to say to try the following. I had already packed it all up ready for them to collect. So it doesn't appear they have processed it to be returned. This is a week after I told them it was DOA and it needed to be replaced.


---
This looks a lot like a formats issue. Have the customer press the FORMAT button on the front panel on the TiVo media device to cycle through each of the different video output formats. Once the format has been changed, leave it set for about 30 seconds to allow the TV to synchronise with the updated output format.

Some of the native settings will result in this type of 'flash' on the screen between changing channels. We recommend using a Fixed format; and for most newer TVs 720p (component) or 1080i (HDMI) is compatible.

For any future enquiries related to this issue please reply to this message leaving the reference number in the subject.

Regards,

Hybrid TV Level 3 Support


---

I have done exactly what they have have said, but I knew it wouldn't work, and it didn't. Stays stuck on a grey screen trying to boot. What they are describing is related to when it is booted up. Mine never completes booting, as the fan stays on full bore like it does when booting, for full an hour until I unplug it. Now I have to contact them again, which is an effort in itself, as you have to talk to the previous person that was handling it, and they have to call you back. Really annoying and frustrating. If I had purchased it from a retailer, they would have just swapped it in store, and I would now have a working one.


Hi,
I had exactly the same problem with the TiVo unit and similar issue with the help desk. They told me to try different things to make it work but it didn't help because it always stopped on the first "Welcome..." screen and then went to the grey screen. After that they told me they've sent an email to Level 3 Support to send me a new TiVo. After 2 days I had a phone call from help desk and they asked me whether I tried rebooted and so on... I told them I already went through that and it is not working I can't even get to the main menu. Then they assured me they will sent me a new TiVo what they actually promised 2 days a go. But fortunately a new unit arrived 2-3 days after that.
I hope this second TiVo will work fine because I don't want to go through the same process again.



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