If you have followed my blog at all, you know that I am a long-time Tivo user. I have been a subscriber for approximately five years, making me an early adopter.
Tivo has been going through the ringer lately and it looks like they have just made a deal that is going to seal their fate as a household brand.
Today, Tivo announced that they will be creating a custom-built digital video recorder for Comcast, one of the nation's largest Cable providers.
The stock shot up 75% on the news and made lots of Tivo shareholders very happy. This deal is a huge coup for Tivo. And I'm happy about it as well.
It's Del.icio.us!
Furl It!
January 10, 2009 07:29 PM
So the world is going digital. Fine.
I have been a Tivo customer, devotee and advocate since their service was introduced to me (3-4 yrs ago +/-) and before they had any competition (DVR).
I called to disconnect one of my two Tivo accounts earlier in the year, as the box was malfunctioning (a Tivo box). I was convinced by a zealous customer service agent to maintain the 2nd acct as they would send me a "deeply reduced price" replacement box that had added capability (tape two shows at once--wow!)
Come to find out this feature is rendered useless in the new all-digital world we are entering.
Talked to three Tivo customer service reps at Tivo today to find out that none of them are empowered by the company to recognize that the relationship with me -- a longtime, loyal customer, is more important than a 30 day return period; or is empowered to do whatever is necessary (very little, in fact) to maintaining me as a devoted customer and keep me from moving over to the competition.
I am deeply disappointed, but also warn senior management and, more importantly, I warn share-holders that this company is doomed for failure. While they might have at one time, they no longer "own the market," (DVR) and letting customers like me go without a fight is a clear signal that the competition has the edge.