rovergonkhead
06-27-2006, 11:38 AM
:confused: This is not a specific complaint, but an observation and warning. I have really enjoyed my Tivo, but then I'd never had any problems until recently. The generic revelations of the experience (ongoing) are:
1. departments seem compartmentalized to the point of not communicating at all
2. phone menu systems are purposefully obtuse and have no "back-up" capability
3. sales dept conveys unreliable presale tech information; tech support is fractured by the manufacturer-vs-seller and software
-vs-hardware divisions
4. tech support at Tivo is shockingly unfamiliar with the product
5. follow-through is lacking when callbacks or escalations are promised
I've been in IT for years and in my experience it's never the hardware or initial set-up, but the ongoing support that is at the heart of a successful project. Tivo has a dedicated, deserved following who should not be left stranded, especially not when there are so many competitors vying for position.
1. departments seem compartmentalized to the point of not communicating at all
2. phone menu systems are purposefully obtuse and have no "back-up" capability
3. sales dept conveys unreliable presale tech information; tech support is fractured by the manufacturer-vs-seller and software
-vs-hardware divisions
4. tech support at Tivo is shockingly unfamiliar with the product
5. follow-through is lacking when callbacks or escalations are promised
I've been in IT for years and in my experience it's never the hardware or initial set-up, but the ongoing support that is at the heart of a successful project. Tivo has a dedicated, deserved following who should not be left stranded, especially not when there are so many competitors vying for position.