Posted by Oakforestsf
I have been a customer for almost 9 years! As I received my 4th box last week (um - hardware problem?) - I saw that my box from 2007 was still "active" - when I called they told me that I had been paying for 2 boxes for 3 years because I hadn't cancelled my service on the old box. How could that be? I had spoken to them on the phone and activated my new box online. Didn't that take care of it? I guess not according to Tivo.
I asked for my money back (they agreed - there had been no activity on the box for 3 years) they told me they were technically and legally not required to refund my money because I agreed to the Terms & Conditions online and they only guarantee 90day MBG. Let me be very clear - the ONLY way to inactivate a box is to call the 800 number embedded in the Terms & Conditions. They DO NOT make it easy or obvious to the customer - and then BLAME me for it. They used language with me like "meet halfway" and "mutually responsible" AFTER agreeing that the cancellation process is not clear.
Tivo - I have loved you for a long time, but this will most likely be my last box with you. You seemed to be the epitome of cool start ups back in 2004, but you treat your customers like airline passengers. Improve your experience or risk losing customers to another company.