Director, Svc. Ops
Registered: Jun 2000
Location: Alviso, CA, USA
Hi Wilfried and TiVoLance,
Sorry to hear about the problems.
TiVoLance, I hear you about check processing. Currently we're not set up to accept any form of payment other than credit card for the Home Media Option. I'm sorry for the inconvenience. We recognize that some customers don't use credit cards. Unfortunately, adding support for debit cards or checks has not been prioritized because so few customers have asked for it. I'll check with our team this week to see how hard it would be for us to add that support. (Note that if your debit card has a Visa or Mastercard or Discover or American Express logo, we can use that.)
However, I'm surprised that we can't handle your credit union card. If it has a Visa or Mastercard or American Express or Discover logo, we shouldn't be having any problems. Please contact me with your information (name, TiVo Service Number, address) and I'll dig into seeing if we can't get that supported ASAP.
Wilfried, I'm very sorry to hear you had trouble. Please let me know your account information and I'll try to find out what happened. Sorry that your error messages were unclear. We had a team write the messages from the Manage My Account system and I've reviewed them, so I'm surprised to hear there was something that was unclear. Maybe what you saw was an error message from our third party credit card processing company? If so, we should clear that up and make it more comprehensible.
As for why you don't see your Home Media Option as active -- basically it can take a few hours for the charge to go through. As soon as it does, it should be active in all systems. Do you have it working on your Series2 DVR (i.e., do you see the Music and Photos option?) If everything is still not working by tonight, please send me your information and I'll make sure you get sorted out ASAP.
Sorry that both of you had issues. We'll do our best to work with you to resolve them.
E. Stephen Mack, Director of Service Operations at TiVo (firstname.lastname@example.org)
NOTE: I prefer e-mail to Private Messages. Due to the volume of e-mail I receive, please try to go through normal channels or post your question on the forum BEFORE contacting me directly, if possible. Thanks!
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