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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 10, 2013 #81 of 113
    nyctwc

    nyctwc New Member

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    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.
     
  2. Dec 10, 2013 #82 of 113
    pgoelz

    pgoelz Member

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    At the same time, could you please look into why..... for weeks..... the telephone support people were telling me adamantly that the C133 errors were DEFINITELY NOT on the Tivo side? This caused quite a bit of misunderstanding, frustration and anger directed at Tivo because it flew in the face of every indication I had at my disposal (speed tests, traceroutes and ping plots) that said there was NOTHING AT ALL wrong with my LAN, or the internet in general. And worse, it gave me the impression when I did call about it that Tivo was NOT looking into it.... just telling me to reboot everything and "see if that fixes it". Or worse, open a range of ports and permanently KEEP THEM OPEN. An open invitation to port scanners......

    Paul
     
  3. Dec 10, 2013 #83 of 113
    nyctwc

    nyctwc New Member

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    Apr 6, 2010
    This is exactly the kind of issue that users like me are having that wastes our time, and countless hours of Tivo support employees' time, costing the company money. All of this could have been solved if some sort of central organized list of known issues was collected, organized, constantly updated and shared by a support supervisor.
     
  4. Dec 10, 2013 #84 of 113
    dlfl

    dlfl Cranky old novice

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    Near...
    I didn't say that but I am awaiting examples of companies of the size of TiVo (or smaller) that sell a consumer-priced, highly technically complex product, that have much better CS.

    The "excuses" may well be the factors I discussed in my previous post. A combination of technical complexities and limited CS resources (without overpricing the product).
     
  5. Dec 10, 2013 #85 of 113
    CloudAtlas

    CloudAtlas New Member

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    Oct 29, 2013
    And when you worked for these large organizations can you give us some specifics of your communication with the CEO and his response to being told by you that's it's *his* responsibility to make it happen?

    I ask because I work for a ~250,000+ organization and the coffee here it terrible. I wanted to make the CEO aware that it's his responsibility to fix this and make me happy. Also I have about twenty other things this company is doing wrong.

    Should I just contact directly or should I take out an ad in the NY Times with an open letter addressed to him?
     
  6. Dec 10, 2013 #86 of 113
    jrtroo

    jrtroo User

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    Feb 4, 2008
    Well, it is clear that TiVo did not have a CSR disaster plan for this unfortunate event. Things like that are easy to pick out when looking backwards, but we don't know if that lack of preparation was based upon imprudence or something else.
     
  7. Dec 10, 2013 #87 of 113
    nyctwc

    nyctwc New Member

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    Apr 6, 2010
    This conversation is reminding me of an article I read the other day.

    "Upsetting the status quo — or upending it — is always a radical proposition and is often an unpopular one, sometimes even among those who suffer under the entrenched system."

    "Those who can’t imagine change reveal the deficits of their imaginations, not the difficulty of change."

    http://www.nytimes.com/2013/12/07/opinion/a-lesson-before-dying.html

    I've made my position known. I don't really wish to debate this anymore. I would rather spend time watching my Tivo then talking about it! Thank you to everyone who participated in this conversation.
     
  8. Dec 10, 2013 #88 of 113
    BiloxiGeek

    BiloxiGeek Reality Challenged

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    Gulfport,...
    Sure, and you'll probably end up much more happy with your coffee, cause it'll be coffee you brew at home before heading for the unemployment office to collect your check. :D
     
  9. Dec 10, 2013 #89 of 113
    Langree

    Langree The Gimp

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    Freezinmyass...
    Still don't see how you think addressing a letter to the CEO on a non officially affiliated forum will be seen by him. Yes, Margret is here, but in no official capacity. If you expect Tom to respond, try holding your breath/

    But hey, keep tilting at windmills and thinking you're being some unsung hero that is being misunderstood.

    Let us know when you file the class action suit, those are fun too.
     
  10. Dec 10, 2013 #90 of 113
    L David Matheny

    L David Matheny Active Member

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    Or maybe Margret just enjoys interacting with us, a delightfully enthusiastic subset of TiVo's customer base. (Don't laugh. It could happen.)
     
  11. Dec 10, 2013 #91 of 113
    cwoody222

    cwoody222 Active Member

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    Buffalo, NY
    My father gets C133 issues ALL THE TIME. Like almost every day. I do not. Clearly they're not ALWAYS a TiVo-side issue like the outage a few weeks ago.

    But I have no idea what could cause my father's problem. His network seems fine.
     
  12. Dec 10, 2013 #92 of 113
    crxssi

    crxssi Veteran TiVo User

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    Apr 5, 2010
    I won't laugh. It is entirely plausible. Many people, myself included, enjoy helping other people and interacting in productive ways. As a whole, the people on these forums are far more technological, sophisticated, and articulate than the "general public at large owning TiVo's".

    We are actually a useful resource that can be tapped for solving problems, testing, getting suggestions for improvements, and fairly accurate feedback for how things are working. I (and many others from this forum) have volunteered to beta test more than once and it is a lot of work. Most of us can be HIGHLY critical, but most of us also want a better product, better service, and a better and stronger TiVo.
     
  13. Dec 10, 2013 #93 of 113
    ltxi

    ltxi New Member

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    Feb 14, 2010
    Colorado
    At last!! :rolleyes:
     
  14. Dec 14, 2013 #94 of 113
    jntc

    jntc New Member

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    Dec 5, 2013
    I'm adding myself to the disgruntled list. I'm packing up all my newly purchased Tivo gear (roamio and 4 minis) and returning them today. I've had enough of this two week torture of errors, stuttering and skipping.

    I'll tell you this I DESPISE comcast and their equipment, but I'm going back to it, as at least I was able to watch reliable television with their boxes.

    TIVO, if you're reading, your history and your reputation made me a Tivo customer two weeks ago, but your newest gear has made me leave.
     
  15. Dec 14, 2013 #95 of 113
    Sixto

    Sixto Member

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    Sep 16, 2005
    Wow. Sorry to hear that. I'm loving my 3 Roamio's and 4 Mini's on FiOS. I've had no issues. And even that one day with C133's everything worked fine other then that exclamation point in the upper left. I was as big a DirecTV fan as there was but Roamio on FiOS is awesome. Just awesome.
     
  16. Dec 14, 2013 #96 of 113
    jrtroo

    jrtroo User

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    jntc- you may be gone already, but did you ask for help on this issue here? You could have a bad box (drive is my guess). It happens.
     
  17. Dec 14, 2013 #97 of 113
    jntc

    jntc New Member

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    Dec 5, 2013
    Yes, I have posted on this, called tivo, and even replaced the boxes, twice now. I've tried moca, ethernet, wireless. I've put in a new splitter, new cable, new HDMI cables.

    My signals are fantastic 97-100, with 30SNR on each tuner/channel

    My moca signals are fantastic ~270PHY for both Rx and Tx and -6 to -14 on Power Tx and ~.5 on Rx

    No errors in packets

    The first mini and roamio I had presented a very dark and red picture. Replaced, roamio was good. The second Mini would drift out of audio sync and skip frames/stutter. The third Mini (as well as two additional ones) will skip frames, drop audio, and stutter.

    This combined with the c133, v53 and v58 and blue circles spinning and spinning have driven me absolute mad.

    I'm sorry if this is not the norm, but this has been my experience, and my family is mad.

    Seriously, I've done everything I can to make this work, I have not seen any other options that will do what I wanted to achieve with Tivo. There is no competition and like I said, Tivo's history says this shouldn't be the case.
     
  18. Dec 14, 2013 #98 of 113
    HerronScott

    HerronScott Well-Known Member

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    Staunton, VA
    No, only the ones that get enough attention and generally involve safety become recalls and get fixed. Many are posted as TSB's and it's the customer gets to pay for them if beyond your warranty period. Some don't even rate a TSB but are common failures on particular models. A couple on my current care include the radio/heating/cooling LCD display failure and the headliner falling down.

    Scott
     
  19. Dec 14, 2013 #99 of 113
    jntc

    jntc New Member

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    Dec 5, 2013
    You have no issues with your mini's skipping out/stuttering/audio dropout type problems? I have had four, and every one has experienced this. (mainly during live TV watching)

    Can you take a look at your network status from one of your minis and see what your values are for PHY TX and RX and Power for TX and RX?

    Luckily the weather is crappy, and I don't feel like dragging all these back to BestBuy tonight.

    :(
     
  20. Jed1

    Jed1 Active Member

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    Jun 18, 2013
    Frackville, PA.
    If the SNR 30dB is accurate that number is not good as you are on the verge of losing audio and video on the channel you took that number from.
    If you are experiencing audio drop outs and tiling video or stuttering video then you need Comcast to come out and look for the problem that is causing this.

    It could be bad F connectors, bad coax wiring, splitters, or improper amps in the home. Junky amps will add noise to the signal.
    If the problem is outside then it is bad F connectors, bad drop, bad tap, bad couplers, bad line splitters, bad amps, etc.
    If the problem is moisture or water getting in the hardware outside the winter will reveal this problem when the water freezes, especially at night.

    Before you give up and send the TiVo hardware back you should have this looked at first. You should have a SNR of at least 35dB or above for every channel. You can have lower power levels but not lower SNR levels. If you have little noise in your cable signal the SNR will stay stable even if you reduce the power level by adding in a large number of splits. Right now you are sitting on the edge of the digital cliff where the audio and video will quit working altogether.
     

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