ED Magedson – Founder
TiVo2160 Gold Street Alviso, CA 95002 Alviso, California United States of America
After being loyal to TiVo for many many years, I purchased a TiVo HD. Everything went well ordering the box and customer service was very nice to me.
When I received the equipment, I tried plugging it in via HDMI and it did not work. No audio and no visual. So I tried a different HDMI cable, same problem. I switched to Component and it worked. So I figured I would keep it on Component until I had time to call in.
After procrastinating, I called tech support and went through some troubleshooting with a rep. Nothing worked. Finally he told me I'd need a replacement. At the time I was really in to some tv shows and couldnt bear to be without my TiVo.
Finally I called back to have the exchange processed. Upon calling in the rep took my reference number and looked up the history. He told me about 2 types of exchanges, one where you receive the replacement immediately but there is a deposit until they receive the old equipment, or a standar replacement where I mail it in and when they receive it they mail me a replacement.
The rep then informed me of a $50 "exchange fee" that will be applied with either type... I asked why I am being charged a fee if I am well under warranty, and the rep told me that if I was not under warranty it would be $150, but because I am it is "only $50." I became frustrated and told him this was a defect, not a problem I created. He put me on hold to see if he can waive it, and he came back saying no. I told him to cancel the exchange.
It really amazed me that I would be charged a fee for a warranty exchange. I have never heard of any company doing this. TiVo will have to watch their backs with Google TV and Apple TV becoming big (and actually honoring their warranties) is all I have to say. I will never buy a TiVo again.
This report was posted on Ripoff Report on 09/18/2010 03:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/TiVo/Alviso-California-95002/TiVo-Charges-a-50-exchange-fee-on-in-warranty-exchanges-Alviso-California-641944. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.
If you would like to see more Rip-off Reports on this company/individual, search here:Search Tips
In order to assure the best results in your search:
Advertisers above have met our
strict standards for business conduct.