Complaint Review: TiVo

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.