TiVo Complaint - TiVo - Avoid them. - TIVO HD
I owned an original Philips TiVO back when they first came out, and really loved it. When the HD units came out, I waited to get one forever, and finally when they had a special on refurbished units I couldn't wait any longer and took the plunge. That was a mistake. TiVo, the company and product I'd loved way back when, now apparently exists primarily to milk subscribers for subscription fees.
The box they gave me crashed constantly. Press the TiVO button, and the machine would die and reboot. When I tried to get support, I went through a whole online chat with the support people only to be told at the end of it that golly, we really can't help you out via online chat, you have to call us (and I'd go through the whole support dance again, after waiting on hold for a half hour). Disgusted, I gave up on the TiVO and switched to a Windows Media Center PC (which has been really great).
When I finally got around to trying to cancel the monthly subscription with tivo, I got a serious lesson in what kind of company this has become. There was little concern about the customer's level of satisfaction (and they didn't sound too surprised that the refurbished machine they sold me was a lemon, either).
Apparently this company now exists primarily to milk people for cash flow via monthly subscription fees (which, btw, if you use a DVR like Windows Media Center or Beyond TV or MythTV, you get for free) and their retention script reads "we're going to charge you whatever we can, too bad".
Now that I'm looking at their recent stock performance, including wider-than-expected losses and hopes that a lawsuits against Echostar and DISH might provide a cash infusion, I have to say I'm not that surprised at the way they treat their customers (especially when the company's business plan seems to be largely based on litigation).
I wish I'd done better research before I jumped back into the TiVO fold. Don't make the mistake I did.