Tivo 2160 Gold ST Po box 2160 Alviso Ca 95002-2160

To make a truly long story short, I have been dealing

with Tivo for over 4 months to get a problem with my

Tivo reward points corrected. The problem is our Tivo

accounts are under my daughters name, we live

together. She had a $1000 card and I had a $3000 card.

I received a monthly update that said I had no reward

points but my daughter had 12,000 points. I noticed

when I signed on to both accounts it showed my e-mall

address. So I called Tivo and was told the problem

would be fixed. After numerous calls, no anwser on

promised supervisors phones which I was told would not

make outgoing calls and many promises-actually lies on

their part. I contacted the BBB. A case was sent to

Tivo and I received a phone call from a very rude,

condescending and defensive Young man telling my

daughter-I REFUSED TO SPEAK WITH ANYMORE-that the

problem would be fixed and we would receive a credit

of $38 to compensate for the problems. No further

calls were made. I responded to BBB when they asked

that I was not satisfied with the handling from Tivo.

I made another call to check the progress as the

computer indicated it was not fixed. For the first

time a received help from a young woman. She wanted me

to stay on hold for a supervisor. I said her no they

never answer. So she talked to her supervisor and she

sent an e-mail to the department where the supervisors

are , apparently in a different state. A very nice man

called and assured me the problem would be fixed and

I would be called-no call. I was tole I was given

a"special" number so I would not have to wait. I

called that number today and it is the same number I

used before. It appears that the man who called lied

to me again. What I was told today is my daughter has

no points they are under my e-mail. Actually the

computer says neither of us has an account. I was so

furious that I truly became extremely angry as now

when I type in both of ours names they show her e-mail

address. I was also told I had requested all the

points be put on my account. This young man was trying

to help, but he kept telling me what he saw and would

not or could not explain what I was seeing. He told

me he would e-mail about how to set up an e-mail for

my daughters account-I have received no e-mail.

I finally hung up and told him my daughter would call

since she has the other account. I would like to think

a big company like this could take care of this

problem. I worked for a large insurance company and

this would never have happened, Customer service is

really lousy everywhere now. Please help me-I always

thought the BBB would help me , But all they have done

is send letters.

Thanks, Mary

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