More proof that Tivo rocks

by Ginger on January 15, 2009

in Random

Rather than get each other a bunch of gifts for Christmas, N.C. and I got a new TV. Our old one was, well, old and busted, and this new TV is totally the new hotness. It has made headaches go away, and eye strain disappear, and all sorts of lovely things.

However, because it’s so fantastic, we now have HD. Which means that our old Tivo (which I’ve had for almost 4 years now) isn’t quite up to the job anymore. Since our cable company gives us HD programming at no charge, we decided to (*sob*) cancel Tivo and just use the cable company’s DVR.

So far? I’m not impressed. We’ve had it about a week, and it’s 1)non-intuitive 2)non-user friendly and 3)not quite as easy to maneuver (are those all the same thing?). I find myself missing my Tivo remote (so clear and easy to understand), my Tivo menus (so clean and well designed), and my Tivo ways to search, record and browse programs.

But, since we went through all the trouble, today I called Tivo up to cancel my service. And I was instantly struck by the difference between dealing with Tivo and dealing with the cable company (or honestly, many of the services you end up having to call when you have problems). First of all, the menu options were clearly laid out: To cancel your service, please press 2. How many companies make it that easy to cancel your service?

Next, after less than a minute or two of wait time, a polite, well-spoken young man picked up the phone.The polite young man asked me how he could help me, and once I told him I wanted to cancel, and why, he said: Well, we’re always sorry to lose good customers. Since you’ve been with us for so long, I’d like to make you an offer to try and keep your business. (which he proceeded to do, in a non-smarmy way).

But here’s the kicker. He told me I didn’t have to decide right then. Instead, he offered to basically put my account on hold (no payments) for 3 months while I decide if I want to take the offer. He then gave me his name, a case number, the date the offer will expire, and the phone number to call back when I decide either way.

Now, I understand this is all just a ploy for customer retention. I also understand that now the onus is on me to remember to call and either say yay or nay. I further understand that if I don’t they’ll pick right back up in 3 months charging my card.

But here’s the thing. This gave me a chance to go home, and talk to N.C. It gives me a chance to continue to test out the cable company’s DVR to see if I can adjust to it. It gives me the opportunity to analyze whether I want to take them up on the offer, rather than being put on the spot for an answer.

I obviously have brand loyalty. Not just to Tivo, I’m that way with my bank, my cell phone company, my satellite radio, and many other services. And I have NEVER had a company that made being a loyal customer so easy.  In fact, many of the companies I’m loyal to have actually made it VERY difficult. But this time? I was on and off the phone with Tivo in less than 10 minutes, I got a really good offer for being a loyal customer, and I was given time to think it over. Who does that?

I don’t know what we’ll do, but I will say this. If you’re in the market for a DVR, Tivo, as a company, gets customer service right.

Katherine January 15, 2009 at 10:51 pm

My cable DVR records shows I never end of watching just as well as a Tivo could.

Angela January 16, 2009 at 6:45 am

TiVo sounds like my kind of company. Wow, talk about impressive!

Angela´s last blog post..What?!?

N.C. Winters January 16, 2009 at 10:07 am

I have to say, mainly because I’m married to you: “a polite, well-spoken young man picked up the phone” couldn’t sound more grandma or at least old cat lady. =)

N.C. Winters´s last blog post..Oh Mastercard, your “priceless” gag almost never gets old…

Kyla Bea January 18, 2009 at 8:35 am

Oh wow – that doesn’t sound like any of my experiences at all with a cable company!

Our HD PVR isn’t Tivo (cause I’m Canadian) but it is fantastic. I love it, and wouldn’t change it for the world – but we really only have two brand options.

Good luck with your decision!

Sara January 25, 2009 at 1:10 pm

I love my TIVO and would be so sad without it, but it’s dying and sometimes the color leaves the screen and it goes to b&w until I pause it and the colors come back. I’ll be sad to see it go though b/c I can record on 2 channels and watch another show that’s already tivo’d. It will be a dark day in my house when it finally dies!

Sara´s last blog post..Watch Out Iceland…I’m Legal!

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