Quoted from mcluvin:Officially, the lifetime service is for the lifetime of the device. There are plenty of examples of folks calling in and getting a much better offer than you experienced. Sometimes it takes a second call with another more flexible rep to make it happen. But if insurance would have covered it and you were making a claim for other devices anyway, why not let insurance cover it? In my 20+ years using Tivos, I've lost 1 hard drive and 1 HDMI port. I use Plex too, and have used TV tuners in PCs. They are not as family friendly to use or troubleshoot in my experience.
So many companies have an official policy, but a far more lenient one when you actually call them up. I've often received replacement devices or parts without even providing proof of purchase. The support reps never asked for it.
I don't disagree about the insurance aspect, I agree completely. At first I wasn't going to file insurance since the deductible vs. what was damaged was about the same amount. But as I found more things bad, that gradually shifted.
Tivo seemed to lose their core DVR experience. Look at the guide, pick a show, record, done. IMO, they they tried to be 'everything' and lost sight of the basics. I had tried some DIY DVRs prior with not much luck (Raspberry Pi 2 with a media server and USB tuner, SimpleTV which went belly up, etc.). I was excited when I purchased our Tivo, finally a great DVR! However, the GUI had turned into a convoluted mess the wife hated, and I didn't disagree. We had Tivo years ago with DirectTV. Lean and mean and a great interface. A+ back then. Then it got even worse when they updated their OS maybe 4-5 years ago? What was the new OS named? 'Aqua' comes to mind, but I could be wrong. Strayed even more away from the their fundamental business (i.e. DVR).
I recall Tivo came out with an expensive streaming box a number of years ago in a market that Roku, Amazon (and Apple, to a lesser extent) completely saturated with cheap boxes that worked perfectly fine. What was the ONE SIMPLE thing that would have made me ditch Roku and Amazon Fire? Gee...I don't know, maybe to allow me to stream what I recorded on my Tivo in other rooms w/their streaming box? Nope, didn't do that. I am clueless how they missed that simple opportunity to lock in their customer base into their eco-system long term. Instead they offer something nobody wanted. And I think around then they stopped making the Tivo Mini that did allow you to watch in a different room (at $150ish I think).
So fast forward to my Tivo that got nailed by lightning: "Sorry, you can't xfer the license. But you can buy new one plus a license." Last thing I wanted to do is jump thru hoops with a company that I was already a customer with and beg for something I already own. I would have bought another Tivo if they included the license I already owned. It wasn't the price as much as it was their arrogance that drove me away. Boy, they just make it painful to be a customer. Reading the Tivo forums, I'm not alone in my experience.
Sorry about that post. I know you enjoy Tivo, and glad you do. Don't mean to take away from your experience.