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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 7, 2013 #61 of 113
    TiVoMargret

    TiVoMargret VP Product Dev, TiVo

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    I agree with both of these points, and I'm actively working to get them addressed.

    --Margret
     
  2. Dec 7, 2013 #62 of 113
    Sixto

    Sixto Member

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    Thank you. Glad I just invested in a new setup of Roamio's. All is good.
     
  3. Dec 7, 2013 #63 of 113
    slowbiscuit

    slowbiscuit FUBAR

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    In the ATL
    I never said they were showstopper bugs, just that by all reports (and my own observances) it's common for them to break as much stuff as they fix with every release. I agree that most of them are just needless annoyances and head-shakers, kind of what the OP is complaining about.

    The bottom line IMO is that without any retail competition Tivo has nobody to push them to do better, so they ignore or can't implement what many of us here would consider to be basic fixes and improvements.
     
  4. Dec 7, 2013 #64 of 113
    mburnno

    mburnno New Member

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    Oct 1, 2003

    YES !!!! and I love doing it!!!!!:p

    Listen at the end of the day all this is, is a device. Nothing more nothing less and I for one could care less if I didn't ever use Tivo again until they fix there stuff or at least they are up front about it so we know what to expect.
     
  5. Dec 7, 2013 #65 of 113
    jrtroo

    jrtroo User

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    Direct retail competition is low, for sure. However, that is not where TiVo is looking for growth, and there is a ton of competition to get in with being the default DVR for a cableco. So, they certainly do have a push to improve from market forces, just not as directly from consumers.
     
  6. Dec 7, 2013 #66 of 113
    dlfl

    dlfl Cranky old novice

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    Well too bad --- usually results in wildly inaccurate shots (as in this case).
     
  7. Dec 8, 2013 #67 of 113
    CloudAtlas

    CloudAtlas New Member

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    Oct 29, 2013
    If you really thought a TiVo was just a device and you could care less about it you wouldn't be posting on the TiVo forum, right? I mean when's the last time you posted on the the Proctor Silex Forum because your toaster didn't pop your toast up burning it?

    Hopefully December's update fixes most of the annoying bugs. I've no doubt getting software ready for the Roamio launch combined with rolling out OOH streaming has taxed the software group. Bugs are going to happen - it's just a fact of developing software.
     
  8. Dec 9, 2013 #68 of 113
    tvmaster2

    tvmaster2 Active Member

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    yeah, early versions of Cadillacs, Suburbans, Range Rovers always break down, crash and burn more often. It's the way of things..... ;)
     
  9. Dec 9, 2013 #69 of 113
    dlfl

    dlfl Cranky old novice

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    He, He. You've got to realize this forum provides a healthy(?) emotional (rather than logical) outlet for some posters. ;)
     
  10. Dec 9, 2013 #70 of 113
    mburnno

    mburnno New Member

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    Oct 1, 2003
    Yes, they call that a recall and people get their stuff fixed or refunded. I don't see Tivo doing that.
     
  11. Dec 9, 2013 #71 of 113
    dlfl

    dlfl Cranky old novice

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    So many perfect companies out there and then there's that rascally Tivo. Go figure! :rolleyes:
     
  12. Dec 9, 2013 #72 of 113
    jrtroo

    jrtroo User

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    I don't remember TiVo having any life threatening issues, despite the claims that are often produced on these pages.
     
  13. Dec 9, 2013 #73 of 113
    nooneuknow

    nooneuknow TiVo User Since 2007

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    Cox Cable...
    Really? Who might some examples be? ;) :D :cool: :up:
     
  14. Dec 9, 2013 #74 of 113
    mburnno

    mburnno New Member

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    Oct 1, 2003
    Well somebody has to be the problem child to give Microsoft a run for their money. Tivo might as well!
     
  15. Dec 10, 2013 #75 of 113
    dlfl

    dlfl Cranky old novice

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    Considering all the public exposure this topic has had in this thread, can you fill us in on any specific changes being considered by TiVo as a result of your discussions with them?
     
  16. Dec 10, 2013 #76 of 113
    nyctwc

    nyctwc New Member

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    Hi dlfl. I'm not in a position to answer that question. That question should be addressed to Margret. I made some suggestions in this thread and in my email to her. It's up to management to decide if they are good ones or not.
     
  17. Dec 10, 2013 #77 of 113
    nyctwc

    nyctwc New Member

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    While I sincerely appreciate Margret’s presence here, one has to respectfully question why a Vice President of Design & Engineering is addressing specific problems and complaints here at Tivo Community and posting updates on Twitter. This is extremely inefficient and it is indicative of structural problems within Tivo, Inc. Assuming that it is a separate department, this should be the job of Customer Support and it shouldn’t be happening at Tivo Community and Twitter, it should be happening at tivo.com. Margret should be coming here for design suggestions and ideas, not to report bugs back to her engineering team. The fact that she is doing this just shows that customers are not having their problems properly addressed through phone support and at tivo.com. The reason this is happening is because the proper structure isn’t in place at Customer Support and at tivo.com to allow this to happen, which is why I suggested a central organized database of Known Issues, as opposed to the plethora of support articles on tivo.com that are completely disorganized and impossible to navigate.

    Once an existing structure is in place, it takes a tremendous amount of effort and resources to change it, which is why this problem has persisted for at least the ten years that I’ve been a customer. It takes someone at the top, presumably the CEO, to realize this and say, “this isn’t working, we need to change things.”
     
  18. Dec 10, 2013 #78 of 113
    crxssi

    crxssi Veteran TiVo User

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    I tend to agree with you but propose that perhaps it is like this because they are understaffed and Margret has taken this on by herself (on her own) to try and improve things for customers. It could be her hands are tied and can't hire anyone else and/or can't get other departments to cooperate or follow-through and is doing what she can, even though it means doing it herself. She might even be going around prevailing policy.

    Such business politics are not uncommon... in fact, I know them all too well. So I can be critical of TiVo as a whole and yet still praise Margret for what she is trying to do (and actually getting done).
     
  19. Dec 10, 2013 #79 of 113
    nyctwc

    nyctwc New Member

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    Apr 6, 2010
    I agree with everything you said and I praise Margret's efforts too, which is why I addressed this thread to the CEO. It is his responsibility to make this happen.

    I have worked for enough large organizations in my lifetime to know that problems, lack of communication, politics and bureaucracy exist in every large organization, whether it's public or private, government or corporation. It's up to the person at the top to fix the problems and cut through the bureaucracy.
     
  20. Dec 10, 2013 #80 of 113
    dlfl

    dlfl Cranky old novice

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    Then I still don't understand why you chose to post your letter here rather than mail it directly to Tom Rogers. Frankly I suspect you were (as I said earlier in more dramatic words) trying to whip up political pressure from Tivo forum readers. If your answer is something like "I doubted it would ever be read by him" then you have to acknowledge that Margret has aided your purpose by getting it some attention within TiVo at higher levels, despite your criticism of the appropriateness of her role on the forum

    In your suggestions for "structural" changes in customer support, I believe you:

    1. Underestimate the technical complexities of the range of problems that Tivo's can experience. Each of the ten or so major cable MSO's presents different issues and dealing with CableCARD and Tuning Adapters while being at the mercy of the cable operator's generally poor and unmotivated support is a major challenge.

    2. Overestimate the resources that a relatively small company such as Tivo can afford to put into customer support -- and into engineering field work to address problems specific to a particular cable system thousands of miles from Tivo's location.

    Poor customer support is not a problem specific to Tivo. For a product that is technically sophisticated it is a questionable that a CSR staff having the knowledge we would like them to have is practically achievable even if massive resources are available for salaries and training. If a company Tivo's size were to spend such resources, the price of Tivo's might have to double. And the intelligent database that would be smart enough to make up for CSR's lack of detailed technical knowledge would be either very costly to develop or impossible.

    Just for the sake of discussion, who can provide examples of companies no larger than Tivo (in terms of employees and sales) -- and selling a consumer-priced product as technically complex as Tivo -- that has much better customer service?
     

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