So last Sunday, a week and a half after I received confirmation that my TiVo had arrived at the TiVo service center, I started getting annoyed that I had not yet received my new TiVo. Frustrated and wanting some confirmation on the status of my replacement TiVo, I called the customer service number.
After about 10 minutes on hold ... during which they played annoying hold music the entire time. An operator comes on the line and wants to know what I'm calling about. Never mind that I went through thes stupid phone prompts to give them all this information before I ever talked to a human, they are then asking me for it again.
After I give her all my information, she says she's going to put me on hold for a second and look it up. About 5 minutes later she comes back on the line and says, "Now this is the TiVo that we just received on January XX, right?" I confirm and she asks me some more unrelated questions and then says that she's going to need to put me on hold for 2-3 more minutes to check on the status.
About 5 minutes later, she comes back on the line and is like, "Ok, it says here we just got it on January XX."
Too which I can only think, "Right, you said that before you put me on hold 5 minutes ago."
Then she continues on and says, "Well, our system says to expect to wait 5-7 business days from when it was supposed to ship out before we can take any action."
Argghh, did it really have to take 25 minutes of my time just for you to tell me that you can't do anything? So I ask her, "Well, my TiVo broke over two weeks ago and I've now lost at least 14 days off my warranty period because of your faulty product and poor shipping choice, could you at least reset my warranty back a couple days because of this?" To which, she obviously answers no and further clarifies that there is exactly zero things she can do for me.
So I hang up the phone frustrated and annoyed.
The next day though, I get another email from TiVo telling me that my unit is going to ship in 1 -2 Business Days. That's strange, I think, because I thought my TiVo was supposed to arrive in 1-2 days. Was that nice useless lady on the phone lying to me? The answer I think, would be yes.
So Early Wednesday morning I get another email from TiVo, this one has a tracking number for FedEx ground and an item list. It shows a scheduled arrival date of Friday, February 10. Great, I think to myself, it's going to come while I'm out of town. But as I check it out further, it says that the item they are shipping to me is an 80 hour TiVo. The original unit I sent in was a 40 hour unit. So I think they just bumped me up to a better unit.
I won't be able to comment for sure until I inspect the unit that actually arrives but I'm cautiously optomistic. If I just had to spend $8 for shipping and 2 weeks of non-TiVo-ness for an extra 40 hours of storage space, I'll be quite happy with the deal.
posted by dontEATnachos @ 11:30 AM
