vendredi 30 janvier 2015

Terrible RMA Process

You can read about the first part of my Roamio nightmare over in the help thread under "My Lifetime Nightmare" (it won't let me link yet) but now I have a new and equally frustrating problem.



I got 2 slide remotes with my roamio and neither of them would pair, so they said there was a problem with the box and sent me a new one. It has not yet arrived, but I noticed today that my existing Roamio is telling me that it has no service. I called and was told the lifetime had already transferred to the new box, which is an understandable automated process, however I was confused as to why it would disable mine without some sort of grace period.



I had just finished transferring all my recorded shows from my premiere and my HD to this one to replace them both. I asked how I would get the recordings off the old roamio and onto the new one and they told me I COULD PURCHASE A MONTHLY PLAN FOR IT!!! I was shocked, surely this was a mistake. No company's return policies and procedures could be this screwed up. They said I could call back within 30 days and be refunded the service, but I was still just completely befuddled, how could this be happening.



The CSR apologized and I asked for his supervisor, I got someone named Josh and Josh was a complete jerk. I won't recount the whole conversation, but at one point I told him if he couldn't get this worked out I may just cancel all 3 of my tivo's and return this one and be done with it, his response was "I'll get you over to cancellation immediately". Wait what?



I can't believe that a company would treat their customers this way. I've been with Tivo since 2001, and never had any problems with them until now. Has anyone else had similar bad experiences?




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