This is my second go-round with Tivo CS and I seem to be doing as badly this time as I did the first. The problem is as follows: 1. On Feb 3 I received my refurb Tivo box. It was dead on arrival. 2. Called and was given two options: FAST - charge my credit card for new box, which would be shipped in 2 days, then return the old box for credit; or SLOW: return old box, would be exchanged for a new one when it arrived at Tivo. 3. I accepted FAST and got a confirmation of the exchange authorization, which said a replacement would be shipped in 1 business day. 4. On Feb 6 I called CS and advised that I had not received shipment confirmation. Was told that it would take 7-10 days to arrive. The rep was obviously new, so I didn't pursue it further. 5. Today, Feb 8, I called again, got a more confidant rep, who told me that all she could see was that I should be getting the replacement within 7-10 days. This time I asked why the authorization (3 above) said it would be shipped in one day and now I'm told 7-10 days. She had no answer. I asked what I could do to clarify the situation and she said speak to a supervisor. I waited on the line for 15 minutes and had to leave. The case number is 4104893.