- Report: #641944
Report - Rebuttal - Arbitrate
Complaint Review: TiVo
TiVo2160 Gold Street Alviso, CA 95002 Alviso, California United States of America
TiVo Charges a $50 "exchange fee" on in-warranty exchanges Alviso, California
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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.
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