Cable Forum - View Single Post - Tivo V6 Is this more nonsense from that foreign based call centre?

RichardCoulter · 18-09-2021, 17:03

My V6 remote has started to wear out as it won't carry out certain commands (I have tried changing the batteries just in case it was that).

After problems in the past, and my refusal to deal with them anymore, I have been given a number to reach the office of the CEO directly, however, this is only available during normal office hours. Because of this, and me foolishly thinking that they would be able to deal with something as simple as sending out a new remote, I decided to call and risk getting through to one.

I have rung them just now and, sure enough, got through to one of our foreign friends and explained that I needed a new remote because the old one had worn out.

Couldn't understand a word he was saying, so he had to slow down and repeat everything about 3 times. After going through the security stuff he wanted to know if I needed a normal or a high definition remote!? When I asked what the difference was, he said that those who have HD channels on their STB need a high definition remote!

I explained that, as far as I was aware, every box on the network now had the capability to view HD channels. He simply kept repeating what he had said previously in response, so I said that, as the V6 has HD channels, he'd better send me a high definition remote.

More messing about in silence was followed by "That will cost you £9"! I made it clear that I wouldn't be paying for it and he said "You have to because you broke it"!

I repeated that it had stopped working due to fair wear and tear and that I wouldn't be paying for it.

He then agreed that there wouldn't be a charge and started tapping away for ages, before saying that he couldn't do it due to a technical issue and asked if there was anything else that he could help me with! Just where do they get these clowns from?

I said yes, you can give me your name to pass onto the office of the CEO on Monday!

So, before I call the CEO office after the weekend, does anyone know:

- Is it usual for staff to try and charge for a replacement remote, despite it being made clear beforehand that it was due to wear and tear?

- Is it correct that a different 'High definition' remote is needed for HD boxes, or was he talking crap? I've certainly never heard of such a thing.

18-09-2021, 17:03	#1
RichardCoulter cf.mega poster Join Date: Jan 2008 Posts: 10,719	Is this more nonsense from that foreign based call centre? My V6 remote has started to wear out as it won't carry out certain commands (I have tried changing the batteries just in case it was that). After problems in the past, and my refusal to deal with them anymore, I have been given a number to reach the office of the CEO directly, however, this is only available during normal office hours. Because of this, and me foolishly thinking that they would be able to deal with something as simple as sending out a new remote, I decided to call and risk getting through to one. I have rung them just now and, sure enough, got through to one of our foreign friends and explained that I needed a new remote because the old one had worn out. Couldn't understand a word he was saying, so he had to slow down and repeat everything about 3 times. After going through the security stuff he wanted to know if I needed a normal or a high definition remote!? When I asked what the difference was, he said that those who have HD channels on their STB need a high definition remote! I explained that, as far as I was aware, every box on the network now had the capability to view HD channels. He simply kept repeating what he had said previously in response, so I said that, as the V6 has HD channels, he'd better send me a high definition remote. More messing about in silence was followed by "That will cost you £9"! I made it clear that I wouldn't be paying for it and he said "You have to because you broke it"! I repeated that it had stopped working due to fair wear and tear and that I wouldn't be paying for it. He then agreed that there wouldn't be a charge and started tapping away for ages, before saying that he couldn't do it due to a technical issue and asked if there was anything else that he could help me with! Just where do they get these clowns from? I said yes, you can give me your name to pass onto the office of the CEO on Monday! So, before I call the CEO office after the weekend, does anyone know: - Is it usual for staff to try and charge for a replacement remote, despite it being made clear beforehand that it was due to wear and tear? - Is it correct that a different 'High definition' remote is needed for HD boxes, or was he talking crap? I've certainly never heard of such a thing.