TiVo does not care about its customers needs

GetHuman4849347's Complaint issue with TiVo from May 2020

Help with my TiVo issue
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Where was the item purchased, Order number (if applicable), and Billing address
The issue in GetHuman4849347's own words
Since it will not work as advertised I was attempting to return it. I asked them via email if they made any other unit that would support Live streaming TV, as I would gladly trade it for one of them, but received no reply. ... Is there no TiVo unit that can allow you to watch and record Live TV programs using "Hulu with Live TV", or some other streaming app, when you do not have cable, or an OTA antenna does not work in your location? I love TiVo, but without that option it is no good for me.*If not, this is something TiVo should work on asap.**We quickly found out that the TiVo Edge was useless for watching and recording Live TV programs without an OTA antenna (because of our location and hilly terrain we would not pick up any TV channels) and they DO NOT support streaming apps like "Hulu with Live TV". Their instruction sheet says "Do not return it to the retailer" but notify them for a satisfactory resolution. I contacted customer service via phone and was told that since it was purchased through eBay they could not do anything for me. So I sent a detailed email to customer service and their response was to call customer service. I have news for them, whether I bought it at Best Buy, Walmart, Amazon, or eBay, they are all recognized "retailers". Apparently TiVo does not agree and will not live up to their "in print" instructions for returning the unit.
This was especially frustration because we have been without our live TV programs for a while now. Apparently the Nvidia Shield does support Hulu with Live TV and I would get one if TiVo would do the right thing and accept the return.
I would like them to live up to their end of the bargain as stated in the instructions and accept a return and grant a refund for the unit.
Prior to "cutting the cable" we had a TiVo unit through the cable company that we got used to and were extremely happy with. All we wanted to do was get back to where we were with that unit without the cable TV.
Accept for contacting eBay and TiVo customer service there is apparently nothing we can do, we are stuck with an expensive, but useless machine.
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TiVo

TiVo Edge
Complaint issue
Reported by GetHuman4849347
May 20th, 2020 - 3 years ago
Not resolved
Seen by 29 customers so far
Similar issue to 55 others
0 customers following this

Timeline

GetHuman4849347 started working on this issue
May 20th, 2020 7:14pm
GetHuman4849347 indicated the issue is not fixed yet.
May 21st, 2020 12:35am
GetHuman4849347 indicated the issue is not fixed yet.
May 21st, 2020 12:45am
GetHuman4849347 indicated the issue is not fixed yet.
May 21st, 2020 11:29pm
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May 24th, 2020 12:49am