Hello, I've been a member for a few years now but have rarely posted. Mostly, I read troubleshooting help here before contacting TiVo directly. It's been an invaluable asset to me over the years.
Today, I seek your help in asking for a direct mailing address to the TiVo CEO or someone else within that hierarchy who can help me with an unresolved issue.
Briefly, here is my problem: Last June I upgraded my Premiere XL to the Premiere XL4. At the time, for some reason I discussed the new activation with a customer rep via chat. I wanted to cancel the service for the old machine and they told me I couldn't until I called directly. This is what I was told today. If they told me this then I completely forgot.
Regardless, I was charged for 12 months of service for a device I no longer used and of which TiVo was fully aware of (they don't dispute this). I asked to speak to a supervisor after the original customer rep wouldn't refund those charges. He offered to give me a 3 month partial refund but I refused it because it doesn't come close to the $150 they took form me.
If the bottom tier of support won't help me, then I wish to escalate this to the highest authority I possibly can.
Before hanging up, I asked the supervisor why online activations are allowed but cancellations are not. He wouldn't answer directly. If this had been possible then I wouldn't be in the fix I am today. Moreover, I also told him I would be cancelling my current subscription as soon as my cable company installs their dvr. They lost me as a customer for life and I will also let family and friends know how I was treated regarding this matter.
I loved the TiVo service and bought a device because I knew it was the best out there. Sadly, my relationship with them will end after just 5 years. I am only 26 years old and they could've had me for life if they chose to address this concern to my ultimate satisfaction.
Any help you can provide will be most appreciated. Thank you!
Today, I seek your help in asking for a direct mailing address to the TiVo CEO or someone else within that hierarchy who can help me with an unresolved issue.
Briefly, here is my problem: Last June I upgraded my Premiere XL to the Premiere XL4. At the time, for some reason I discussed the new activation with a customer rep via chat. I wanted to cancel the service for the old machine and they told me I couldn't until I called directly. This is what I was told today. If they told me this then I completely forgot.
Regardless, I was charged for 12 months of service for a device I no longer used and of which TiVo was fully aware of (they don't dispute this). I asked to speak to a supervisor after the original customer rep wouldn't refund those charges. He offered to give me a 3 month partial refund but I refused it because it doesn't come close to the $150 they took form me.
If the bottom tier of support won't help me, then I wish to escalate this to the highest authority I possibly can.
Before hanging up, I asked the supervisor why online activations are allowed but cancellations are not. He wouldn't answer directly. If this had been possible then I wouldn't be in the fix I am today. Moreover, I also told him I would be cancelling my current subscription as soon as my cable company installs their dvr. They lost me as a customer for life and I will also let family and friends know how I was treated regarding this matter.
I loved the TiVo service and bought a device because I knew it was the best out there. Sadly, my relationship with them will end after just 5 years. I am only 26 years old and they could've had me for life if they chose to address this concern to my ultimate satisfaction.
Any help you can provide will be most appreciated. Thank you!
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