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Old 04-06-2016, 05:30 PM - Thread Starter
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Tivo - Return Policy

Hi,
just want to share my experience with Tivo last week. My Bolt less than 6 months old went belly up. Called Tivo customer service, after a small wait, got a nice young man to assist. We went through the standard, "let's try this" to see if we could isolate the problem, but we couldn't and the customer service person agreed the unit was dead. I was a bit bothered, but "things happen".

However, I was more bothered by the choice of replacementing my dead unit. I was offered two choices

1. send my unit back and receive a replacement - 7-10 days
2. pay a deposit of $299 and receive my replacement in 3-5 days

I told the customer service person neither would do. Why do i have to wait 7-10 days for a replacement unit that is under warrenty and less than 6 months old. Any major company would have had a replacement unit shipped overnight. I was really irritated about thee deposit of $299 to expedite the shipment. The customer service person asked if i would hold and he would try to get the the replacement unit expedited without giving a deposit.

Close to 10 minutes on hold, he came back and said he got the deposit waived and my replacement unit should arrive in 3 days. This is the first time I had to deal with Tivo customer service and I hope it is the last time. What a cheesy way to treat your customers. BTW, this is the third day and the replacement unit has not come.
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Old 04-06-2016, 07:17 PM
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Maybe its just me but I've never heard of a company that would send out a replacement unit (after 6 months) without a deposit or a returned unit.
kucharsk, Kelson, jjeff and 1 others like this.
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Old 04-07-2016, 04:16 AM
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Quote:
Originally Posted by vince48 View Post
Hi,
just want to share my experience with Tivo last week. My Bolt less than 6 months old went belly up. Called Tivo customer service, after a small wait, got a nice young man to assist. We went through the standard, "let's try this" to see if we could isolate the problem, but we couldn't and the customer service person agreed the unit was dead. I was a bit bothered, but "things happen".

However, I was more bothered by the choice of replacementing my dead unit. I was offered two choices

1. send my unit back and receive a replacement - 7-10 days
2. pay a deposit of $299 and receive my replacement in 3-5 days

I told the customer service person neither would do. Why do i have to wait 7-10 days for a replacement unit that is under warrenty and less than 6 months old. Any major company would have had a replacement unit shipped overnight. I was really irritated about thee deposit of $299 to expedite the shipment. The customer service person asked if i would hold and he would try to get the the replacement unit expedited without giving a deposit.

Close to 10 minutes on hold, he came back and said he got the deposit waived and my replacement unit should arrive in 3 days. This is the first time I had to deal with Tivo customer service and I hope it is the last time. What a cheesy way to treat your customers. BTW, this is the third day and the replacement unit has not come.


Just wondering if you have ever read your TiVo warranty to see what you are entitled to get under your limited or extended warranty? If you have not done so, you better read it now. The TiVo warranties are not open ended.

Do you have the standard TiVo warranty, the extended TiVo warranty, or a third party extended warranty?
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Old 04-07-2016, 04:34 AM
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The basic TiVo warranty is limited to 90 days parts and labor. You pay for shipping.

Below is the link to the TiVo Bolt warranty that I found at Amazon under the Bolt description.


http://ecx.images-amazon.com/images/I/71PSm1qnZqS.pdf


The extended TiVo warranty allows for a one time replacement of the unit under the TiVo extended warranty plan.
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Old 04-07-2016, 05:12 AM
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TiVo extended warranties noted below.


https://www.tivo.com/content/warranty-detail
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