I find it amazing that after complaining about the numerous and obvious problems that exist with Tivo, Inc., that there are some that are directing their criticism at me. If you were the owner or manager of a business, wouldn't you want to know about problems that existed in your business so that you could fix them? I certainly would. After all, that is the main purpose of having a "manager." Have you ever called Level 1 support only to have some rep spend tens of minutes on the phone with you troubleshooting, when you know the problem is on their end and you merely want to report it to make them aware of it so that they can fix it? That is extremely inefficient for everyone involved, and hiring those Level 1 employees comes at a great cost to Tivo, Inc. How hard could it be to create a database of known issues and have that entered into the troubleshooting guide that the Level 1 staff consults when they are diagnosing a problem with a customer so that they don’t waste their time troubleshooting known issues? Why is it so difficult to have a problem that you know is a bug reported to Level 2 support and have them share that information with everyone in the department? If I managed customer support, this would be my top priority and I'm certain it would result in a big cost savings overall to the company. As for the outage yesterday, how difficult could it be to put a message on Tivo.com's website saying that there was an outage with Tivo's servers that would affect service. It would have taken someone 15 minutes to do this and could have saved Customer Support countless hours of support time answering phone calls from confused customers. As an alternative, they could have sent an email to customers saying that they were experiencing problems and were working quickly to resolve them. I'm sure they maintain a database of customers' email addresses. As for the bugs, how difficult could it be to fix the disk percentage problem on the iOS Tivo App? Granted, I'm not a programmer, but I can't imagine it takes the three months I've been waiting for it to be fixed. Are they even aware that this problem exists? As I said, they don't even maintain a central database of known issues, so there's not way to even know if they know about this problem or not. When I first called up to report this issue, nobody seemed to know about it and the Level 1 staff were doing everything they could not to escalate the issue, which I suspect is on purpose. This is also a systemic problem with the way Customer Support works. So as I'm being accused of "whining," I feel that I'm addressing serious concerns as a Tivo customer who wants to see the company do better and succeed. While I did not originally make suggestions on how it could be better, it is not my job to do so. As a customer, I feel that it is my obligation to make management aware that it is having problems that aren't being addressed.