I agree that poor customer support is not specific to Tivo. One only has to call their local cable company to confirm that. Saying all companies offer poor customer support is not an excuse to offer poor support. I made one suggestion that I said would be a huge timesaver for everyone, would result in a huge cost savings for Tivo in terms of wasted phone support time, and would take very few resources to put in place create an organized list of Known Issues (like the Gmail example I gave earlier) that was easily accessible on tivo.com for everyone to see. That way, someone wondering why they were getting two recordings every time they padded a season pass recording wouldn't have to call up phone support, post to a forum, read through a VP's Twitter feed, or search through hundreds of support articles on tivo.com to know that it was a known problem being worked on. They wouldn't have to fight with Level 1 phone support to make sure it got reported to Level 2 support to make sure that they knew about it.