TiVo Makes Good
Quick update to my post of yesterday – TiVo called me last night, noting that they saw my blog post and wanted some more information. When I repeated my story, Paul, the customer service person on the executive team, told me that while they do encourage their customer service reps to stick to a script and be vigilant in how and when they offer refunds, they also encourage them to use common sense, and that the customer service rep should have simply looked at my account, seen how many DVRs I own, how long I’ve been customer, and granted me an exception.
He said he’d talk to the customer service rep and explain the difference to her, and would obviously also credit my account.
So good came out of this: Not only was my account credited and the charges removed, but that customer service rep will understand the subtle differences a little better. Everyone wins. :)
Well done, TiVo. Win.
PS: Should mention that they didn’t know who I was, or how big my Twitter following was, or anything. They just told me that they search blogs on a regular basis to see what people are saying, and came up with my story.
December 30th, 2008 at 2:12 pm
Why should it matter how many DVRs you own? If they’d made the same mistake for me, with only one unit, would I have gotten a different outcome?
December 30th, 2008 at 2:18 pm
Good to hear Tivo came through on this issue. What is encouraging to hear is that it wasn’t the number of Twitter followers or who you are which brought this to their attention but Tivo being proactive in what consumers are saying. The fact they are looking at their online reputation and making good when needed is good customer service and something all companies should be investing time.
December 30th, 2008 at 2:18 pm
That’s great to hear. I’ve always been impressed with TiVo’s service. It’s good to hear that they are combing the web trying to fight the good fight.
I wish I could afford an HDTiVo right now. You are right that the HD-DVRs offered by cable companies are horrible in comparison.
December 30th, 2008 at 2:22 pm
“They just told me that they search blogs on a regular basis to see what people are saying, and came up with my story.”
– That’s almost more impressive than the fact that THEY called YOU back. Doing the right thing with the credit was a no-brainer. Good moves on Tivo’s part.
December 30th, 2008 at 2:32 pm
Good for TiVo!…
I mentioned yesterday that TiVo seemed to have bought itself a problem with poor customer relations, after HARO founder Peter Shankman complained about a rep who wouldn’t refund a questionable charge on his bill. Apparently, TiVo got wind of the……
December 30th, 2008 at 2:34 pm
Thank you for using your access to the public forum for good. I am glad that TiVo took corrective action and that you got your refund. I wonder, however, how many other fine folks were ripped off because they did not have the access that you have to the public forum. I, for one, believe that their front-line customer service representatives are purposely left without discretion in order to increase revenue at the fringes. Without taking it to the upper echelons of the company, you would still be out the $29. Their actions in the first place, albiet predictible, were reprehensible. Their solution was necessary, not voluntary. Just MHO.
December 30th, 2008 at 2:35 pm
Well, that’s good on them for being proactive in fixing a mistake, but woe to the customer who doesn’t post their bad experiences on a blog.
December 30th, 2008 at 3:06 pm
I agree with Joe- how many DVRs and how long do we have to be a customer before being treated intelligently?
It used to mean something when AmEx said “member since”- but no longer.
I don’t buy that “They just told me that they search blogs on a regular basis to see what people are saying, and came up with my story.”
I send a link to their investor relations team- and blogged about it:
http://www.thenextwave.biz/tnw/?p=614
December 30th, 2008 at 3:08 pm
So glad things worked out for you and am glad a blog can set things right for a good customer.
Now about our bank tacking a monthly service fee on their credit card when their customer (us) pays on time. . .
December 30th, 2008 at 3:19 pm
Good to hear that a company as popular and big as TiVo is monitoring the conversation online. And as you said, this situation was as informative and helpful to TiVo as it was to you.
Carson has a good point though…what about the customer who doesn’t have a blog and simply calls with their story? Will they just get brushed aside (as is quite common with such companies)?
December 30th, 2008 at 4:05 pm
Sweet!
December 31st, 2008 at 11:16 am
Happy New Year Peter. You rock!
Looking forward to seeing what you have planned for 2009!
January 5th, 2009 at 12:03 pm
Good for TiVo! Very impressive. Next time you have such a reasonable request and the customer service rep can’t fulfill it, ask to speak to their supervisor. CS reps are often not very experienced…or bright.
January 10th, 2009 at 9:46 pm
If more companies would just remember these simple words: “Treat the employee as#1 and the customer as #2 and you will get customers for life.” You have to firstly empower and equip the frontline employee with the proper skills and tools if you want them to deliver a world-class customer service experience.
Take care of the employees first, they will take care of the customer and the bottom line will take care of itself.
Instead of telling this one customer service rep they should tell all the customer service reps.
Michael
http://www.FreshCustomerService.com
January 14th, 2009 at 12:42 pm
You still have to wonder if they treat people differently based on the reach of their “voice”. I mean, they pretty much turned you down before they saw you had a blog that their potential/current customers would see…right? I’ve been on a customer service call before where a company refused to exchange something for me that was their mistake (they sent the wrong thing). They kept saying there was nothing they could do. I responded with, “Well, I’ll tell you what I’ll do…I’ll post this on my blog, send out a press release and get it syndicated, and post on every social network I’m a member of.” Their response? What’s your address? Yeah, they did a 180 and offered me “better” customer service.
It’s a shame that companies can’t treat every customer with the same respect. They should handle everyone as if the customer has the potential to tell the entire world their experience.
January 23rd, 2009 at 9:48 am
Wow, that is encouraging! I recently had an interview (I’m one of those “in transition” people) with One Communications, a telecommunications carrier. To prep for the interview, I brought copies of dissatisfied customer tweets as well as dissatisfied employee rants from glassdoor.com They thanked me for the info, they had not been following. But I believe that they are now. I think a lot more companies are starting to learn that they should in the very least, just start listening.
January 30th, 2009 at 8:25 pm
[...] Peter Shankman and TiVo [...]
February 4th, 2009 at 8:13 pm
YAY TiVo!!! I do love you so and am so happy that ya’ll came through. =)
April 10th, 2009 at 12:16 pm
I’m guessing you dealt with the same Paul who solved my TiVo customer service problem. I was really impressed with the way he handled my situation. And I have to give a shout-out to the person who handles their Twitter account; I’m pretty sure that’s how my issue came to Paul’s attention.