Originally Posted by jmbach
It could be the TiVo but I bet it is a TWC issue. I have been told many times it was my unit or the card by Charter and even had a truck roll. In the end, calling back enough times and going up through the different tier support I eventually find some one knowledgeable.
I can relate...
I had a similar experience with Charter when we lived in the Atlanta area.
It all comes down to the quality of customer service and how good your tech support team is.
I am an engineering manager and I am blessed to have a great team of support engineers that work for me. We deal with customers on a daily basis and we also deal with vendors to help us maintain all of our equipment in the plant. Many times we deal with multiple vendors on a single issue because their respective equipment work together very much like Tivo and TWC.
My experience this weekend has given me some new ideas to take with me when I return to work on Monday on how we can improve our CS.
Anyway, back on topic:
Tivo is (reluctantly) sending me another unit and we shall see who prevails in the finger pointing game. I have to say that over the years TWC's "cable card special support team" has never let me down. They have taught me a lot about how to read the Cisco diagnostic screens when I was setting up Ceton InfiniTV tuners for Windows Media Center.