I called TiVo Customer Support and talked to 2 TiVo customer support people and English was a second language for both of them. I would guess both were from the Middle East. Not that there's anything wrong with being from the Middle East, it is just less easier to deal with an American. The unusual sentence construction was distracting and the conversation took longer because of needing them to repeat words that they pronounce differently than Americans would. I asked the second customer support person if I could be transferred to American-based support, and his response was "no". Some companies used US-based support and others don't, but the amount of money I spend on TiVo and TiVo's gross margin would have me expecting US-based support.