CS: The Revenge
When last we left our heroes…
HD TIVO had just arrived. In the Temple of Technology, there is no shortage of ways to arrange Electronics, so after a few minutes of consideration, the configuration now stands at: TIVO on the bottom, HD-DVD atop it, and The Receiver atop that. (For the next few days, Old TIVO and the HD cable box will hang out in roughly the same space.)
The person who sold me the box is not the brightest bulb in the box. While I did get a smoking deal on the box used (’bout $140 off), he neglected to mention (or just plain forgot) that he was under a three year service contract.
I, of course, discovered this while attempting to register the box under my own name. No problem, there’s a pretty open line of communication between me and him (this is the same fellow who last week canceled our transaction, because he “couldn’t find the cord.” A cord, mind you, that is indeed the standard UL of which I have many extra). So I let him know that he needs to remove the box from his account before I can register it.
Instead of writing back and explaining what’s going on, he calls TIVO, and discovers that he’s under contract. They can cancel his contract, but they’ll nail him with a $200 early termination fee.
He does offer to eat the fee for me, which I found magnanimous. Having spent some time in TIVO CS hell earlier that day, I thought I’d give it my own whack. He asked If I’d be willing to assume his contract, and I feel pretty confident that I’ll be here in Seattle for the next few years, where HD service is very accessible. So sure, have TIVO call me. I give him my number
He calls TIVO back, the next drone in line also tells him that he’s bleeped. He panics, hangs up, and calls me.
We chat for a bit, and I get a sense of the situation he is in. Again, I’m pretty happy about my purchase, even though I can’t really use it effectively until Sunday morning (when the cable company will deign to come out and charge me $15 for 2 minutes of work that I can do myself).
He changes the login information on his account, and lets me into it so that I can look at his settings.
So I change the contact information, add my credit card instead of his, and call TIVO.
I get a very pleasant Drone. She asks me the name on my account, and I smile and say “Well, I have two at he moment, but here they are. I explain the situation thoroughly, and since Both boxes are clearly in my name, she agrees to combine the accounts under my original service agreement. this, of course, will have to be “kicked up to a level 2 tech, and may take as many as 5 business days. This is the solution they use when two TIVO using people move in together and become one. It’s a pretty standard happening, and they are willing to do it again, no problem.
Unfortunately, my drone has the memory and note taking skills of a hummingbird. TIVO comes with a Media Access Key, something that is important to have when using the download features and Desktop software for managing your media files. I give her the keys, no problem. I write them down for myself, no problem.
Then the computer “messes up,” and she needs the keys again. And again. And Again.
I’m laughing my ass off at this point. This is really, really amusing to me.
If it wasn’t so damn sad.
It’s rounding on 8 PM, when TIVO closes for the night. I can hear the desperation in the drone’s voice, as she realizes that she just might not make this happen after all. finally, she gets everything input properly, gives me my case number, and then sends me on to a customer service survey. Before I go, I thank her for being helpful, and explain some of the TIVO wackiness that I had gone through earlier in the day.
“Wow,” says she. “That sucks.”
A somewhat nicer way of putting “we cannot give credit to an account that is already canceled.” I smile.
TIVO, of course, has its revenge.
Old TIVO is still hooked up, has programming on it, and program information for the next two weeks.
Since my account is canceled, Old TIVO said “Bleep you” to all of my season pass information, and decided not to record Chuck last night. Moreover, Old TIVO and new TIVO seem to share the same remote control settings. And attempting to set a manual recording on Old TIVO, based on the recording it was already planning to make, but now has decided not to, instead sets up two manual recordings on new TIVO.
The Box that refuses to recognize my cable signal Until Sunday, when the nice cable technician comes over.
No problem, says I. I’ll just download the episodes from Amazon. Which will work better, since they will be completely without commercials, and more fun to watch.
As soon as my accounts are combined, in 3-5 business days.
Anyone want to give odds as to whether or not I’ll be hit with a $200 cancellation fee?
You win, TIVO. but I’ll have my revenge.