I have a thread open with TiVo regarding some annoying system freezing on our new Premiere box. The responses have been okay so far, until I received this a few minutes ago:Thank you for contacting TiVo Customer Support. I would be happy to assist you with the restarting of your TiVo Premiere, as I'm sure this has been frustrating for you. What you will want to do next is test the setup minus the Cisco digital box. If it still happens, you will want to contact our customer service group at 877 367 8486 to find out about your exchange options. We apologize for any inconvenience this may cause.Restarting the TiVo has been frustrating for me? Really? I'm not sure where he got that. Having come up through tech support starting 16 or 17 years ago, I'm always hyper-aware of how hard it is to sit in that seat, so whenever I need tech support myself I'm always calm and friendly. You know, my usual charming self. But this guy is something else. He turned my SA channel converter into a Cisco digital box, and my system freeze problem into the inability to unplug the TiVo from the wall and plug it back in again (that's how you restart TiVo - there's no power switch on the unit). Not to mention I asked two questions about what the possible problem could be and those were completely ignored. He just wants me to call for an exchange. That wouldn't be too inconvenient. I know it's easy to screw up a support ticket, and it's understandable to overlook something a customer says once in a while. I guess what fries my banana about this guy is the, "I'm sure this has been frustrating for you." Hey, I've typed that in response to customers myself a hundred times over the years - when they were clearly frustrated. I've never used it preemptively. Seems like a loopy tactic. (And I think I solved the problem myself anyway by increasing airflow around the TiVo box. Not that they suggested that or anything, but a win is a win.)
That sucks. Charter does the condescending sorry bit too. "I am so sorry to hear your Internet is down. I am in as much pain as you are. The fact that your internet hasn't worked for 10 minutes is nothing short of a tragedy. Please accept my most sincere apologies.......... Now.... Whats the last four of your social?" Save the speeches and lets get to it already. I got better things to do.
