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Returning a dead TiVo...
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Posted by: matt25

My TiVo died a few days ago (hard drive I think - stuck on 'powering up') and I am expecting a 'swap out' tomorrow. The chap on the phone said that they only wanted the box - not all the wires etc.

Will they simply deliver a new box or will I get a fully packaged new one with remote control etc?

Also - should I pack it up in the silver box it all came in - I usually keep packaging like this in case I ever want to sell the item - will I get new packaging?

It would be useful to hear from any of you who have had a faulty unit swapped as to what you received from the courier.

Thanks

Matt

Posted by: woody

They only take the unit, not the cables or remote.

There is no need to pack the old unit up, they just take it as it is, and give you one, sometimes its in a box, but they take that.

If the bloke who brings you swapout is any good, he will inform Tivo CS of the old service number of your Tivo, and give them the new service number. This is to transfer your subscription, so check the new unit after a few days to see that it has your correct subscription status in the system menu.

They also leave a little document/delivery note saying when they came, and what they left, but this depends on the firm.

chris

Posted by: cwaring

quote:
Originally posted by woody
If the bloke who brings you swapout is any good, he will inform Tivo CS of the old service number of your Tivo, and give them the new service number. This is to transfer your subscription, so check the new unit after a few days to see that it has your correct subscription status in the system menu.

When I had a swap-out, I did this myself. Just to make sure :)

Posted by: TwiceNightly

When the bloke came to swap out mine, he just swapped the boxes. I phoned customers services and gave them my new box number and they sorted it (it takes a couple of days to swap so you'll be on a grace period like when you first got your TiVo).

It's also worth bearing in mind that this will be in the same software state as a new TiVo, so unfortunately you'll have to run through the whole software update palava again.

Posted by: GOODMAP

When I took mine to be swapped out at the local service centre (Les something or other near Sainsbury's in Hedge End) I just took the unit unboxed and was given a replacement in a box - so now I have 2 nice big storage boxes.

Posted by: matt25

Well the chap came this morning and took the TiVo without any packaging etc and delivered a new one in a similar state.

It seems to work but has no grace period so CS tell me it will take 24-48 hrs before I can download any data. If I try to watch live TV it resets and goes back to 'Powering up' screen.

The I am slightly worried about the amount of space it mentions on the hard drive. Although the software is 1.5.1 the amount of space is recorded as 6hrs Best and 21 hrs Basic quality - Is this correct? - I thought I used to have almost 40 hrs Basic.

Perhaps this will correct itself once it gets some guide data and finishes guided setup...?

Any thoughts?

Matt

Posted by: matt25

Well the chap came this morning and took the TiVo without any packaging etc and delivered a new one in a similar state.

It seems to work but has no grace period so CS tell me it will take 24-48 hrs before I can download any data. If I try to watch live TV it resets and goes back to 'Powering up' screen.

I am slightly worried about the amount of space it mentions on the hard drive. The amount of space is recorded as 6hrs Best and 21 hrs Basic quality - Is this correct? - I thought I used to have almost 40 hrs Basic.

Is this a side effect of running ver 1.5.1 at present or have I got a 20GB TiVo???

Perhaps this will correct itself once it gets some guide data and finishes guided setup...?

Any thoughts?

Matt

Posted by: Ian_m

Doesn't sound good.

You can still watch live TV perfeclty OK on an unsubscrivbed unit.

Also should be 12hours best regardless of software version.

Posted by: cwaring

quote:
Originally posted by matt25
The I am slightly worried about the amount of space it mentions on the hard drive. Although the software is 1.5.1 the amount of space is recorded as 6hrs Best and 21 hrs Basic quality - Is this correct? - I thought I used to have almost 40 hrs Basic.

From previous replys to the same question, I would get that engineer out to have a look inside it as you may have a loose cable if it is a two-disk system.

Normally, opening the box would void the warranty, but maybe not if a certified engineer does it.

Posted by: cwaring

Don't you just HATE people who start new threads on EXACTLY the same topic as one they started the day before :D

Posted by: Robert S

'I'm sorry - thanks for playing. Better luck next time!'

It doesn't look this you had a winning ticket in the Refurb Lottery.

Your TiVo should NOT reboot when it tries to play video. Also you appear to have a twin-drive with only one drive actually connected.

Call CS and roll the dice again.

Posted by: Tivophile

Sorry, what do TiVo (or Thomson) certify their engineers as being? Incompetent or lazy. That must be the only explanation as to how so many refurn units are DOA.

Posted by: matt25

I shall call TiVo again if another guided setup doesn't resolve the issues...

Matt

Posted by: Robert S

You've got TWO hardware problems, mate. Reconfiguring the software is not going to make any difference.

Posted by: matt25

Thanks for the replies -

CS swapping for another new one on Friday - they accept 1 hard drive is not working and is probably the root of the problems...

Matt

Posted by: sanderton

quote:
Originally posted by matt25

The I am slightly worried about the amount of space it mentions on the hard drive. Although the software is 1.5.1 the amount of space is recorded as 6hrs Best and 21 hrs Basic quality - Is this correct? - I thought I used to have almost 40 hrs Basic.

Perhaps this will correct itself once it gets some guide data and finishes guided setup...?

Any thoughts?

Matt

It won't correct itself. It's either that one of the two disks inside has died, or as Carl says, the cable has come loose. Either way, back on the phone to CS I'm afraid, unles you want to open it up and put the cable back!

Having said that 21 hrs basic sounds a very odd number; I would expect that the 30Mb drive would have more like 25-30hrs.

Posted by: radish

You'd have thought they'd have tested the thing before using it as a swapout! Oh well :( Better luck next time!

Posted by: Olly

I would recommend that when returning a TiVo that you write a description of the fault(s) on a label and tie/stick it to the case. There is no excuse then for the Thomson repair engineer not knowing what to look for. My guess is if they cannot find any fault within 5 minutes that the unit is put back into the "good" pile.

Posted by: ozsat

quote:
Originally posted by cwaring
Don't you just HATE people who start new threads on EXACTLY the same topic as one they started the day before :D

AGREED: Same subject threads merged!

Posted by: woody

when you get the swapout unit, you do get the grace period.

I,ve had several, and have always stuck a label on the unit to say whats wrong with it. I would agree with Olly, that if thay can't find the fault within 5mins they assume everythings OK.

Posted by: cwaring

What did I do? I gave you all the advice I could.

Posted by: lisper

quote:
Originally posted by matt25
Well the chap came this morning and took the TiVo without any packaging etc and delivered a new one in a similar state.

I am slightly worried about the amount of space it mentions on the hard drive. The amount of space is recorded as 6hrs Best and 21 hrs Basic quality - Is this correct? - I thought I used to have almost 40 hrs Basic.

Yet another dodgy swap out by TIVO, FFS!!!! They really don't give a t**S about their customers, do they ? (prepare to be flamed by loyal TIVOites, who never experianced crap swapouts !!!)

I've said time and again, they should 24 hour test the drives, and ensure everything is fully connected and checked before swapping out to a customer. And please don't give me "oh it must happen during transit".

This doesn't happen with Dell PCs (160 ordered in the last 10 years). It shouldn't happen with TIVO. Totally amateurish !!

cheers

Mat

Posted by: Olly

quote:
Originally posted by cwaring
What did I do? I gave you all the advice I could.

Err, you publicly berated him for starting a post-swapout thread. Not really something to get worked up about. :confused:

Posted by: cwaring

quote:
Originally posted by Olly
Err, you publicly berated him for starting a post-swapout thread. Not really something to get worked up about. :confused:

No, I didn't. I said that I thought it was a silly idea to start a second thread on the same subject the day after starting an original thread. I notice that he didn't 'berate' the moderator for agreeing with me :)

Plus, the post above the one to which we are referring offered some good advice.

Posted by: Olly

quote:
Originally posted by cwaring

No, I didn't. I said that I thought it was a silly idea to start a second thread on the same subject the day after starting an original thread. I notice that he didn't 'berate' the moderator for agreeing with me :)

That's because a moderator's force is not one to be reckoned with!

quote:

Plus, the post above the one to which we are referring offered some good advice.

Indeed it did but you clearly missed the point that Matt was not overjoyed with the way in which you made your (albeit valid) point about multiple threads.

Posted by: cwaring

quote:
Originally posted by Olly
Indeed it did but you clearly missed the point that Matt was not overjoyed with the way in which you made your (albeit valid) point about multiple threads.

Actually, I didn't miss the point at all! Did he get mine? :)

Maybe I didn't use enough smiley's though. I apologise for my usual less-than-subtle comments, though it is a silly thing to do; start a new thread not only the day after the original, but on the same topic.

Posted by: Olly

quote:
Originally posted by cwaring

Actually, I didn't miss the point at all! Did he get mine? :)

Then why did you ask:-

quote:

Re: Thanks to everyone - (except Carl...)

What did I do? I gave you all the advice I could.

Anyway, yes I'm not disagreeing with you on the duplicate thread issue, just that the way we write stuff can be misinterpreted and I was defending Matt's corner. We can both be accused of doing daft things ourselves so 'nuff said. I've wasted enough bandwidth myself now!
;)

Posted by: woody

quote:
Originally posted by lisper

Yet another dodgy swap out by TIVO, FFS!!!! They really don't give a t**S about their customers, do they ? (prepare to be flamed by loyal TIVOites, who never experianced crap swapouts !!!)

I've said time and again, they should 24 hour test the drives, and ensure everything is fully connected and checked before swapping out to a customer. And please don't give me "oh it must happen during transit".

This doesn't happen with Dell PCs (160 ordered in the last 10 years). It shouldn't happen with TIVO. Totally amateurish !!

cheers

Mat

I agree that they should do some form of testing on the swapouts.

But have to disagree about Tivo not giving a t**s about there customers. CS are always very polite (if sometimes stupid), but they will gladly swap the unit for another, which they assume will work. I don't know of any other company that will do this.

BTW, I've had several bad swapout units in the past.

chris

Posted by: matt25

That comment was made in response to Carl's sarcastic comment about me starting a second thread.

What happened was I posted the second question in the original thread then thought that perhaps as it was a separate issue and people probably wouldn't read the old thread again I would post it as a new thread.

I read the new thread first - saw Carl's sarcastic comment and responded without realising that he had actually added a helpful comment in the old thread.

Seems a lot of fuss about very little - it was only acomment in reply to the perceived snub...

Anyway - any luck I will have a working TiVo back again tomorrow - then life can return to normal and I might be a bit less stressed and tetchy.

Life's crap without TiVo - there's nothing to watch and my wife is miserable too - she's just missed Eastenders for the first time in almost a year and last night we ended up watching Bid-up.tv!!

Come on TiVo - please get a working box to me tomorrow or I will probably end up upsetting everyone I know over the weekend....

Matt

Posted by: woody

Matt, whilst your are Tivoless, you will just have to use he old fashioned VCR. Don't forget that you need to program this , hope you can remember how:D

chris

Posted by: cwaring

quote:
Originally posted by matt25
I read the new thread first - saw Carl's sarcastic comment and responded without realising that he had actually added a helpful comment in the old thread.

Except that both my comments are next to each other in this thread. See what I mean? All these threads on the same subject are just so confusing! I rest my case ;) :p :D

PS, I really need a 'sarcasm' smiley :)

Posted by: lisper

quote:
Originally posted by woody

I agree that they should do some form of testing on the swapouts.

But have to disagree about Tivo not giving a t**s about there customers. CS are always very polite (if sometimes stupid), but they will gladly swap the unit for another, which they assume will work. I don't know of any other company that will do this.

BTW, I've had several bad swapout units in the past.

chris

I agree they are polite, but its no good having nice people on the end of the phone, when the product you are given has a pretty good chance of being faulty. Its very cheap to hire friendly people, but more expensive to ensure that your testing and production facilities are up to scratch.

I was referring to TIVO, as a company which encompasses CS, production and technical. By saying TIVO does not give a "T**S" I still stand by, as they are not making the effort within the swapout end product process.

cheers

Mat

Posted by: timjon

quote:
Originally posted by woody
But have to disagree about Tivo not giving a t**s about there customers. CS are always very polite (if sometimes stupid), but they will gladly swap the unit for another, which they assume will work. I don't know of any other company that will do this.

Erm, isn't this a legal requirement? If something under warranty is broken (or outside of warranty, if it's still within a "reasonable time period") they have to either repair or replace it. As far as I know, everybody does this, so it's hardly extra brownie points.

The fact that they appear to just play musical chairs with the broken returned units seems a pretty strong indication that someone couldn't give a t**s. :) Of course, that could be Thomson, not TiVo (although the average customer won't care a damn about the distinction).

Cheers.

Tim.

Posted by: woody

Its Thomson, who are the problem. Tivo only make the software, and licence the hardware to a manufacture. Thomson are not the best at producing great reliable products. Tivo should get someone else to make the units, or at least put some requirements on Thomson to be more reliable.

The failure rate of the swapouts is just not acceptable, this costs someone money, which could be better spent on testing.

Posted by: lisper

quote:
Originally posted by woody
Its Thomson, who are the problem. Tivo only make the software, and licence the hardware to a manufacture. Thomson are not the best at producing great reliable products. Tivo should get someone else to make the units, or at least put some requirements on Thomson to be more reliable.

The failure rate of the swapouts is just not acceptable, this costs someone money, which could be better spent on testing.

Agreed, it is at a technical level Thomson's fault (or infact Maxtor !), but the fact remains that a customer sees the product as TIVO, thats what they see when they switch the thing on, thats the customers services they deal with, not Thomson. Infact I rarely think of my TIVO as a Thomson product !.

TIVO need to sort this out, or as you say,get someone else to do the work.

cheers

Mat