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.