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TiVo

Customer Service Ratings and Comments

TiVo is ranked #98 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 47.53 out of a possible 200. This score rates TiVo customer service and customer support as Disappointing.

NEGATIVE Comments

13 Negative Comments out of 15 Total Comments is 86.67%.

POSITIVE Comments

2 Positive Comments out of 15 Total Comments is 13.33%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • I agree. I bought my Tivo series2 dvr in Dec of 2009. After the July switch from analog to digital cable, I cannot record 2 shows at a time and cannot watch another channel while recording. Also the channels don't always change properly so the wrong shows are being recorded. I called Tivo today and was informed that my Tivo is obsolete because of the change from analog to digital cable. Interesting since Tivo assisted me in the channel list change from "cbl" to "box" but didn't inform me of the fact that it would be obsolete. They use the phrase "Unfortunately there is nothing we can do but you could always upgrade to the Tivo Premier." Really? Will I be reimbursed anything? NOPE! I am reporting them to the BBB and we need a class-action lawsuit against Tivo!

    Zombiegirl 9/2/10 2:06PM

  • We have owned Tivo machines for years. First with Directv when they made that combo years ago. That directv unit is excellent, and still working with no problems. Problems started to occur when we took the dive and purchased two new HD units, both units have problems with picture freeze, fast forward picture lost, and occasional freeze that requires rebooting. Tivo kept on suggesting 'fix' that requires me to either spend $ on adapters, auto patches that is suppose to roll out soon, or lengthy HD scan that takes over 12 hrs! Nothing works! They just cannot admit that their HD product is not totally tested in all environments, leaving customers fending on their own after spending hundreds on their expensive equipments! I have basically given up on trying to fix these issues and am living with it! I would switch to another company as soon as there is another product available! Tivo is driving their name into the grave!

    Losthope 6/24/10 6:19PM

  • I have had a Series 2 Tivo for 5 years that I love. I recently purchased the Tivo HD because of its ability to record 2 shows at once. All was well until the infamous grey screen kept appearing. Evidentially this is a problem when your cable line is analog. I was not told this could be a problem when I purchased it. 6 months into ownership I called customer service for a 3rd time to get a resolution and was offered an upgrade to the Premier Tivo unit, for a mere $500 (box and lifetime service). Never mind the fact that I just paid $500 6 months ago for the HD unit and lifetime service. I wrote a complaint letter and have yet to receive a response. I am very disappointed. I don't blame the customer service reps, I blame the company policies that management has created.

    Anonymous 5/18/10 7:01PM

  • I haven't used the service (but still own a box and was paying monthly costs) for a couple of years. With moving I had not plugged it in but had kept the service and finally decided I wouldn't so called to cancel the subscription. Instead of just doing what I asked the person kept going on and on trying to get me to upgrade, stay with them, sell my tivo box via ebay, craigs list, or give it away to a family/friend having the service continue on with the new owner. After countless begging of him to just cancel the service he still kept up his antics, I then began asking for a manager to which he wouldn't pass me off, I then was begging over and over again to which when I raised my voice this person had the nerve to tell me to keep it professional! Eventually I hung up, he of course attempted to call me back but I was already on the other line with another customer rep attempting to get my original cancellation completed. Seems as though the original rep pushed my cancellation through as I received an email while the second rep was looking into my account. I can now understand why this company is having issues and as for "keeping it professional", clearly they need to teach that to at least one of their customer service representatives! I am sure to watch my bank account to make sure this service was cancelled and will NEVER use Tivo again nor will I suggest it to anyone else! For being a customer for quite a few years and paying for a service I wasn't even using, I was so disappointed in how I was treated.

    annoyed 5/4/10 11:12AM

  • A nightmare!!! How is it possible that such a fabulous product could have such horrific customer service. It's not that the people are rude, they just don't seem to know how to answer your questions or help you.

    disappointed 3/3/10 6:01PM

  • Our TIVO stopped tuning into channels. After 4 phone calls and 3 emails to the company, we are still no closer to a resolution. My last phone call resulted in "Our hub is down. I'll need to call you back". Still under warranty! When my playstation failed under warranty it was replaced within days with few questions.
    TERRIBLE service. Unfortunately a good product being mismanaged.

    Mishka 1/12/10 8:08PM

  • Tivo is sell cable equipment that is not digital ready. After contacting them they do nothing about it. I bought my tivo series2 at the end April of 2009 and no where did it say it wasn't digital ready. This is passed the mandatory deadline that all tv's, cable boxes, etc being sold be digital ready or properly labeled. I purchased the lifetime service agreement and they refuse to give me a digital compliant receiver or transfer my lifetime agreement to a new tivo that i would purchase. I am look for a class action lawsuit on this matter and I have also filed a complaint to my District Attorney's office. Do not buy any Tivo's they do not back up what they sale!

    Jason 1/3/10 9:53AM

  • Terrible customer service!!!! I was double-billed for a year of service and Tivo refuses to give me a refund. I paid for a year of service in advance in order to recieve a lower price and Tivo continued to also charge my credit card the monthly fee. When I discovered the double billing and called them I was refused a refund. This is a very unethical company. They won't give out phone numbers or names of supervisors who are authorized to handle complaints. I am going through my states Attornee Generals Office to try and get this resolved.

    Anonymous 10/15/09 9:44AM

  • Tivo has charged me an annual fee for a DVR that was a gift, the gift came with free lifetime service. I have called them at least a dozen times and just get a run around. I have been told no less than 10 times that the person I spoke to would call me back, not one of them ever has called back.

    kykevin 8/22/09 6:55AM

  • We had a similar problem our screen went black and said searching for signal. It ended up being the cable line NOT the TIVO.
    Somehow they rigged it so it would work but our lines leading from the outside into the house need to be replaced when we move out.

    My issue with TIVO is how now all of the sudden product lifetime service is offered on my old tivo but I've been paying hundreds over the last 3 years for month to month service and I'd still have to pay the full $300 to get the produce lifetime on a TIVO SO for service for 1 tivo I'd have to pay about $700.00 for lifetime service ($400.00 I've already paid plus the $300.00 for lifetime service!! Total BS! And you can't email them to complain about there stupid policy!

    shopgirl8878 8/12/09 3:15PM

  • Terrible return policy. I've had my Tivo for 4 months. My Tivo has gone out on a regular basis. I get a grey screen with a message "Searching for Signal". Usually I have to reset the system (which is a very slow process) the picture usually comes back after that. Well yesterday it didn't. I called Customer Service they said that it was a software problem they were trying to fix but they did not know when the issue would be resolved. My only option is to send it back losing all my saved programs. If that is not enough I have to buy a new Tivo unit then send mine back for a refund or Send my Unit in first and wait for Tivo to send me a new unit.

    Shame on you TIVO 5/21/09 6:51AM

  • I have a problem with cable cards and television guide. All the channel conicide but Cox Communication Movie tier doesn't match. There is about three hours difference in the two guides. I find it impossible to contact Tivo by email. Why

    Hopeful 5/20/09 12:20PM


  • Tivo is TERRIBLE. Their Billing practices are as unethical as AOL's was. They will eventually have a class action law suit brought against them just like aol.

    Anonymous 9/5/08 8:37AM

  • Submit your comment >>
  • Generally helpful, knowledgeable; quick phone response

    Anonymous 7/29/10 7:45AM

  • Tivo doesn't tell you that when you upgrade to HD that you can't use picture-in-picture and you lose the ability to download to a VCR.

    It's not the fault of the Customer Service people. They are very nice when they tell you (in effect) that by spending more for your service you do get a better picture but lose functionality.

    belnord 2/1/10 8:00AM



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