The GoodRecently I had some trouble with my TiVo.
(from a letter that I wrote them)
Quote:
I am disappointed in TiVo. I purchased a refurbished unit in July of 2006 and a Lifetime Service package for $299. Almost exactly a year later, my unit does not work. Last Saturday morning, the unit became slow and then continued to reboot. I believe the hard drive has failed.
I spoke to a representative this afternoon (Case # XXXX) and she said that my warranty ended 12 days ago. I am disappointed in a product that only lasts days beyond its warranty. I’ve never had a piece of electronics die, so quickly.
Since a representative made a mistake when I bought my Tivo, I know that a one year agreement cost $155 at the time of my purchase. I got that cleared up, but I have ended up paying $144 for service which I cannot even use.
I’ve heard such great thing about Tivo, so I gave the company a chance. I loved it. I told all my friend s how great it was. I got my girlfriend to purchase one – ironically, mine died as soon as she received hers in the mail.
Paying another $149 for a replacement is unacceptable. As a college student paying my way though school, I cannot afford to buy a new TiVo every year.
I request that TiVo honor it’s warranty and/ or contact me so that we can come to some form a agreement.
I am disappointed in a company that I loved, but it doesn’t have to be that way.
Thank you for your time.
Sincerely,
Mister Randerolf
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Upon getting my letter, a nice guy from Tivo called and said that they wanted to work with me. I was expecting, "Sorry, your princess is in another castle. Corporate policy is ...." They worked with me and replaced my unit for $50. It wasn't what I expected from a corporation. I am very pleased. One the favorite things about my job is that I can go into work and make people literally go "
wow."
The Bad Here's a video of a sleeping Comcast Technician after being on-hold for an hour.
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What happened the last time that you had great or awful customer service?