vendredi 23 septembre 2016

Report guide-lineup problems, wait three weeks, and then get blown off...

Ever since the Rivo guide data debacle problems abound. Initially some got resolved in short order but some remain.

Call tech support and get walked through reset, cold reset, unplug everything wait then reset... yadda yadda yadda. No resolution to the problems.

Trying to get Tivo to understand that these problems are occurring on two Roamio OTA boxes in my house and in a friends house about 10 miles away (another zip code but same market area) eliminates a hardware problem was futile.

I take the long way and report the line up problem in GREAT detail then get an email asking for details I already provided in my initial report. I should have realized right then and there that the "line up specialists" at Tivo don't read the reports we send and just waste our time asking for details we already provided.

Three weeks go by and yesterday I get an email informing me that a line up specialist has reviewed the channel lineup for my zip code and there are no problems and the case is closed. While I am reading that email I am watching channel 43-1 on my TV and the Tivo guide says it is religious programming and at that time the program is "God Answers Prayers" but I'm watching a rerun of the old Maude TV series which is hardly "no problems".

Seems that when there's a lineup-guide problem Tivo can't see it unless they are sitting in the effected zip code watching a TV. They review their data and see no problems cause they are looking at incorrect data and not what is being received OTA at that zip code on that channel.

In my instance the guide says channel 43-1 is a religious network and the guide program listing may be correct for that religious network however what is being received by the box OTA at channel 43-1 is actually the "Antenna TV" network offering classic TV programming.

For me, buying a Tivo was based on the agreement that Tivo will provide a service and data that allows up to view or record programming we choose. Incorrect guide data or programming info or channel line up renders the Tivo box less useful or useless and breaches the agreement we made with Tivo when we bought into their hardware and data service.

Perhaps more calls and emails asking for refunds, especially for lifetime and all in service purchases, would induce Tivo to actually resolve these guide - line up problems they can't resolve because they can't see the problems.

I'd be happy if they would address guide and line up problems in a timely manner instead of insulting the intelligence of their customers telling us there are no problems when we're sitting in front of our TVs seeing the problems with our own eyes.

Failing that I'm ready to file in small claims court to recover the almost $700 I spent on two Roamio OTA boxes and maybe set a legal precedent that might cost Tivo a lot of $$$

Come on Tivo... get your act together. We just want to watch and record what we want to watch and record and we paid you for the ability to do that.


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