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Open Letter to Tom Rogers, Tivo CEO and Tivo Management

Discussion in 'TiVo Roamio DVRs' started by nyctwc, Dec 4, 2013.

  1. Dec 6, 2013 #41 of 113
    mburnno

    mburnno New Member

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    Oct 1, 2003
    Aren't you missing the bigger picture on all the rants? It is not enough anymore just to provide a good product. Customer's want feedback from the management or whoever is responsible for communications to the customers. How do we really know that Tivo management really isn't screwed up but no one will say anything because of fear of loosing their job? For the amount of money that customers pay for these devices, we would like to see them work 95% of the time. (This would be called system redundancy for just in case this crap happens) I really do not think that is asking too much.

    Now before someone comments on how they have never had a problem that is great for you but not for the person it is not working for. All anybody is asking for is a somewhat bug free experience and to talk not BS but talk to your customer. As far as the open letter is concern it should be the responsibility for Tivo to realize that not everybody is going to go to the official forum if they are not receiving good support from the official forum. If memory serves me correctly and I could be wrong on this but isn't Tivocommunity.com bigger then the official forum?

    Tivo has the ability to wipe out negative comments if they don't like them but the Mod here could as well. The mods don't which gives these forums more openness so people can rant and praise Tivo equally.
     
  2. Dec 6, 2013 #42 of 113
    CloudAtlas

    CloudAtlas New Member

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    Oct 29, 2013
    TiVo Roamio line only went on sale in September so how much pain could you have felt? ;) From a DVR!? :eek: Unfortunately early adopters do pay the price for having the latest and greatest. I know that all too well from my iPhone 5S and iPad Air - four iOS 7 patch releases since September.

    Hopefully December's TiVo software update fixes your problems.
     
  3. Dec 6, 2013 #43 of 113
    nooneuknow

    nooneuknow TiVo User Since 2007

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    Feb 5, 2011
    Cox Cable...
    +1 :up:
     
  4. Dec 6, 2013 #44 of 113
    nyctwc

    nyctwc New Member

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    Apr 6, 2010
    Again, I posted here at Tivo Community out of desperation because there doesn't seem to be any way to directly contact executive management. After reading through some of the suggestions, I sent an email to Margret last night with my complaint. I have not heard back yet.

    As stated earlier, it's atrocious that users have to rely on a 3rd party forum for decent support, a 3rd party website for server status and 3rd party software like PyTivo for reliable computer transfers. This is Tivo's job to provide these things for their customers.

    To those who say I'm not offering any constructive criticism and that I'm just ranting, here's one extremely simple fix that would make me very happy - merely post on the support area of Tivo.com on one page a complete list of known problems that everyone can see. That way, all users would have to do is go to that area and see if their problem is on their end or is a known issue. This would save Tivo thousands of calls to customer support. It would make everyone including management aware of how buggy the units are, which would bring attention to the problems and would hopefully result in quicker fixes. It would also free users from having to scour through hundreds of posts on forums for information on problems. It would save Margret from having to post information here and on Twitter (where most people would not think to go for support updates), and it would save thousands of hours of everyone's time.
     
  5. Dec 6, 2013 #45 of 113
    aristoBrat

    aristoBrat Active Member

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    Dec 30, 2002
    Va Beach, VA
    Do you have any examples from companies that aren't open-source related of what that looks like?

    I've spent the last few minutes googling around for a list like that for similar products (like AppleTV, Roku, Xbox, PlayStation, Western Digital LiveTV) and didn't come across anything.
     
  6. Dec 6, 2013 #46 of 113
    CloudAtlas

    CloudAtlas New Member

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    Oct 29, 2013
    You sent an email last night and it's currently noontime in California and the Chief Design Officer and VP hasn't replied, *yet*?! Seriously? She is under no obligation to reply to you and I'm almost certain she won't. Email doesn't scale well. Try twitter.

    LadyBeryl ‏@LadyBeryl 4 Dec
    @tivodesign Outages happen but a TiVo status webpage would have avoided the many hours customers spent debugging.

    TiVo Margret Schmidt ‏@tivodesign 2:51 PM - 4 Dec 13
    @LadyBeryl Yes, I'm working on it.
     
  7. Dec 6, 2013 #47 of 113
    ADG

    ADG Allan

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    Aug 19, 2003
    New Jersey, USA
    I'd send an email and complain!! Or maybe an open letter to Margret?
     
  8. Dec 6, 2013 #48 of 113
    CloudAtlas

    CloudAtlas New Member

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    Oct 29, 2013
    Or start a petition. Let's take back our government, I mean TiVo!!!!

    https://petitions.tivo.whitehouse.gov/
     
  9. Dec 6, 2013 #49 of 113
    mburnno

    mburnno New Member

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    Oct 1, 2003
    You would be surprised when one of the staring features doesn't work and you get the run around from Tivo support of how it is your network causing the problem. Come to find out after jumping through all the hoops that it was on their end and not my network. Once again support was not willing to even entertain that the problem was with them but the customer is always wrong and not worth even remotely looking in to. The customer is not always wrong and sometimes we are correct.
     
  10. Dec 6, 2013 #50 of 113
    nyctwc

    nyctwc New Member

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    Apr 6, 2010
  11. Dec 6, 2013 #51 of 113
    dlfl

    dlfl Cranky old novice

    6,997
    18
    Jul 6, 2006
    Near...
    Seriously you should have read my earlier posts in this thread. Shoot from the hip much?
     
  12. Dec 6, 2013 #52 of 113
    TiVoMargret

    TiVoMargret VP Product Dev, TiVo

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    Feb 2, 2008
    Silicon Valley
    OMG, I love you all. (Even the grumpy ones. :)

    I responded to nyctwc this morning at…checking mail history…11:57am Pacific.

    I always welcome email. I do read it. I *try* to make the time to respond.

    The more specific the email (dates/times/photos/TSNs) the easier it is to track down problems and get them resolved.

    So if there is something you need me to hear, send it my way: margret@tivo.com

    I'll do my best to make things right.

    --Margret
     
  13. Dec 6, 2013 #53 of 113
    evanborkow

    evanborkow Member

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    Mar 17, 2008
    Margret, you are a class act.
     
  14. Dec 6, 2013 #54 of 113
    dlfl

    dlfl Cranky old novice

    6,997
    18
    Jul 6, 2006
    Near...
    :up: That's what I'm talkin' about!

    I would guess you have no objection to your response being made public. Assuming that's correct, the ball is in nyctwc's court now.
     
  15. Dec 6, 2013 #55 of 113
    nyctwc

    nyctwc New Member

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    Apr 6, 2010
    Thank you for taking the time to respond, Margret. I truly appreciate that there's someone in upper management at Tivo taking the time to respond to the problems Tivo customers are having.

    While I deeply appreciate you addressing the specific problems customers are having, my main complaint was with the overall lack of communication internally and with customers and the overall structure of the customer support system, which I have described in my previous posts. I will respond to you in an email to discuss this further with you.

    As I said earlier, I want to see Tivo succeed and I do this because the problems and solutions seem very obvious to me. I know it will be challenging to implement a change in structure, but with the initiative and the will, it will be beneficial to everyone involved.

    Thank you for taking the time to address my concerns!
     
  16. Dec 6, 2013 #56 of 113
    crxssi

    crxssi Veteran TiVo User

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    Apr 5, 2010
    Very few were complaining about the actual outage.

    We were complaining about the lack of status postings on their site and that the DVR has some functionality loss that it doesn't need to have during a TiVo server outage...
     
  17. Dec 6, 2013 #57 of 113
    crxssi

    crxssi Veteran TiVo User

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    Apr 5, 2010
    +1000

    You go, girl!
     
  18. Dec 6, 2013 #58 of 113
    ltxi

    ltxi New Member

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    Feb 14, 2010
    Colorado
    No, well yes, but she's also a freakin' Saint!
     
  19. Dec 6, 2013 #59 of 113
    aristoBrat

    aristoBrat Active Member

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    Dec 30, 2002
    Va Beach, VA
    That's pretty cool.

    Looking around on Google's other support pages (http://support.google.com), seems like they only put the "known issues" for their free services.

    But it looks like if you own one of their physical devices (like a Nexus or a Chromecast), ran across an issue, and wanted to see if it on their "known list", I don't see where they provide that information. :confused:
     
  20. Dec 6, 2013 #60 of 113
    geekmedic

    geekmedic TiVo Fanatic TCF Club

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    Apr 4, 2003
    Atlanta, GA USA
    I've had TiVo's (S2, HD, S3, Premiere, Premiere XL4, Roamio Pro) since 2000 and I've only had 2 to crash because of hardware failures. I haven't experienced many bugs with them. Maybe I'm just lucky.
     

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