I send them an email when I was having a problem with losing channels on my TivoHD. There was no way to prove if it was the Tivo with out sending it back for repairs. The person at the email address arranged for the right tech to come out and followed up on everything. Eventually we gave up since I didn't want to send the TivoHD back and pay for the exchange since I had a Comcast DVR sitting right next to the TivoHD and that didn't have a problem with the channels, What I really liked about the person handling the problem is that she said that because I was very understanding and never raised my vioice on the phone or got nasty, she was arranging for me to get a $50 a month discount on my monthly bill for a full year. I thought that was really nice of her to do. Eventually the problem fixed itself and I now have the channels back.
S2 and a Tivo HD