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Old 02-03-2014, 08:24 AM   #31
jrtroo
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Rebooting fixes most Tivo woes that are not repeatable bugs- so following that process is not nonsense. In this case, it was just not helpful.

CSRs are certainly not privy to the tons of bugs of any software firm, especially new ones that have very specific behavior.

Great to hear you got through to talk with someone to get this in the cue to address.
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Old 02-03-2014, 12:06 PM   #32
lpwcomp
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Quote:
Originally Posted by jrtroo View Post
Rebooting fixes most Tivo woes that are not repeatable bugs- so following that process is not nonsense. In this case, it was just not helpful.
I disagree. Having a CSR blindly follow a script is nonsense. Especially when they refuse to proceed prior to forcing you to waste your time performing steps you know will not help.

Quote:
Originally Posted by jrtroo View Post
CSRs are certainly not privy to the tons of bugs of any software firm, especially new ones that have very specific behavior.
Properly, CSRs should have access to a knowledge database where known, previously reported problems are documented.
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