Monday, September 08, 2008

Visit TiVo.com to manage your account!

UPDATE 2: After calling back, waiting on hold, being transferred, and waiting on hold, I was given a Tivo Case number and told that this case was escalated to an account specialist. I was told that rarely do account specialists actually call the customer. Rather than expecting a call back, I should check my account over and over again for the next three to five business days. If I don't notice a change after five days, I should call back with my Tivo Case number handy.

There was an automated survey after I was finished with the representative. As you can imagine, I dialed "not satisfied" to every question.
UPDATE: TiVo's hold just hung up on me!!!
I'm on hold with TiVo customer service right now. When TiVo answered my call, I was told multiple times to visit TiVo.com to get a quicker response to my question. On hold, I'm told over and over to visit TiVo.com to manage my account. These reminders to visit TiVo.com are making me REALLY angry... The reason I'm calling TiVo is because of these messages from TiVo.com's account management:
Sorry, you are not the billing contact for this DVR, so you cannot view billing history for this DVR.
We're sorry, you are not the billing contact for this TiVo Service Number, so you cannot change the credit card. If you feel you have received this message in error, please call TiVo Customer Support 1-877-367-8486.
I'm the only person on the account, which makes a snarky message like this even more frustrating.

The support people don't know what's going on. Everyone's confused, and I'm stuck on the phone... not doing work...

It's going to be a good day!

2 comments:

Anonymous said...

that email is a phishing scam to get you credit card info! Do not reply to it, and do not click on any links in it. It is not from Tivo. Compare it to other emails from Tivo and you'll see the difference.

Ted said...

It wasn't an e-mail. It was an honest malfunction of their web site that was fixed by an honest-to-God TiVo worker.

Re-read the blog post.