I was recently asked to take a customer survey, and this is what I wrote after some thought (and a little research). What do you think? --- Since the merger with Rovi, Customer support has fallen a lot, and reliability of the devices as well. The New Tivo company seems to be counting on the luster of old days to carry them through, when in truth it is now a second class product in terms of reliability, and 3rd class in terms of support. I feel it is not really a Support representative problem, it is the culture change at Tivo and the results of a change in direction of management decisions there, in spite of the 2011 MS of "leading provider of technology and services for advanced television solutions, including digital video recorders and in the future non-DVR set-top boxes and connected televisions." The transformation of the MS into "being a leading provider of software technology of visual media." has lost sight of one important facet of your former MS. Service. The bedrock that has sustained your company for many years and is the bedrock of many successful companies today. This is where the new Tivo, in my opinion, is going wrong. And it will cost this company its future. I hope this changes, that Tivo realizes that as a service company, service should be back prominently in the Mission Statement and that they fall short of setting an inspirational MS when trying to be just "a leading provider", rather than, say, strive to be "THE leader in providing service and customer-intuitive innovation in the area of the software technology of visual media". Service and availability to customers is one area where Tivo needs to regain ground. Reliability is another. The phasing out of services for older units and the loss of strategic partnerships with, say, Amazon Prime is yet another. In my opinion, Tivos should be intuitive and easy to operate, with easy expansion into added services. The addition of more pictures and active consultation with Tivo servers at the cost of reliability of service does not, in my opinion, come as a net gain. When I see the spinning ring more and more and services down, broken or wrong more and more often, when I see "20 minute wait times" turn into multihour waits without a fix or ETA at the end, when as a California OTA user I see stations from Buffalo NY added to my lineup, and changes every 3 days on average for months, I find it Tivo more frustrating to use and start thinking more of alternatives. --- Thoughts, anyone? Please note: I have been a loyal multiunit customer of Tivo for quite some time now, have recommended them to friends, coworkers, and family. I own several Tivos now, and partner one with a NAS for backup. Basically, I have liked using Tivos for a long time.