I purchased a brand new Roamio , or what I thought was Brand new, from a Best Buys on August 31, 2014. When I got it home, I hooked it up, activated it with Tivo, and purchased a 2 year extended warranty at the same time. Later that day, I went to my account on the Tivo site and it said that my 2 year warranty that I purchased was going to expire on July 17, 2016 instead of August 31, 2016.
I then emailed Tivo Customer support and asked why the 2 year warranty was less than two years. I got a reply the next day from CS, that said the two years was from the day that the Roamio was activated. I emailed them back immediately and said that the activation date that shows in my account, very clearly, on the Tivo website is 8-31-14. In the mean time I called cs, and explained the issue. I was put on hold twice for a total of around 15 minutes. Finally the rep told me that the unit was activated on 7-17-14, and that is why the early expiration of the warranty. She then said they would credit my account $10. While the $10 was a nice offer, I still wanted to know how come my brand new Roamio, was apparently owned by someone else, who activated it on 7-17-14. I asked if Tivo was refurbishing returned units and selling them as new, since that is against the law. The packaging did not appear at all to be repacked by the dealer, and I am experienced with dealer repacks, because I worked for 3 large electronic manufacturers over the years. If this was repacked, it was done by the manufacturer.
So while I think the $10 credit was nice, I am still wondering if I bought what should have been a brand new Roamio that I paid $200 for, and in fact it was not new, but had been returned by a customer that for one reason or another didn't like it, or had problems with it. Tivo does not seem to be able to give me an answer as to why this happened, who activated it in the middle of July, a month in a half before I purchased it. I love the product, but this customer service experience leaves me totally confused.
I then emailed Tivo Customer support and asked why the 2 year warranty was less than two years. I got a reply the next day from CS, that said the two years was from the day that the Roamio was activated. I emailed them back immediately and said that the activation date that shows in my account, very clearly, on the Tivo website is 8-31-14. In the mean time I called cs, and explained the issue. I was put on hold twice for a total of around 15 minutes. Finally the rep told me that the unit was activated on 7-17-14, and that is why the early expiration of the warranty. She then said they would credit my account $10. While the $10 was a nice offer, I still wanted to know how come my brand new Roamio, was apparently owned by someone else, who activated it on 7-17-14. I asked if Tivo was refurbishing returned units and selling them as new, since that is against the law. The packaging did not appear at all to be repacked by the dealer, and I am experienced with dealer repacks, because I worked for 3 large electronic manufacturers over the years. If this was repacked, it was done by the manufacturer.
So while I think the $10 credit was nice, I am still wondering if I bought what should have been a brand new Roamio that I paid $200 for, and in fact it was not new, but had been returned by a customer that for one reason or another didn't like it, or had problems with it. Tivo does not seem to be able to give me an answer as to why this happened, who activated it in the middle of July, a month in a half before I purchased it. I love the product, but this customer service experience leaves me totally confused.
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