Advertisements On May 1st, spectrum San Diego moved MeTV (KNSD-DT2) from ch 1255 to ch 1233. I thought that was a pretty simple change. Ought to be an easy fix. I called TiVo and reported it the next day. The TiVo person tried to report the change, but got all confused, then checked with somebody and told me I had to report lineup changes via an online form. Ok, so I did that. Nothing happened. On May 6th, I called again. No status. Told me to call back after a few days. On May 15th, the lineup change had still not been implemented, so I called again. After a long discussion, with the TiVo fellow checking things for long periods of time, he says its in the hands of the lineup people and there's nothing he can do. i should wait a few more days and call back. Can't give me an estimate or a schedule or anything. He did say "There seem to be a lot of calls about this." No doubt. On May 17th, TiVo made a lineup change, but they moved the wrong content into ch 1233. So now they've made a change, which looks like a mistake. I emailed email@example.com, as email from them instructed me to do if I had "more information". Cited the prior case and told them their correction was incorrect. No response at all! At this point I don't know whether they read my message. It seems reasonable at this point to presume that they think they've fixed it, so have closed the cases. On May 19th, I called again. The fellow I spoke with was really trying to help. He spent a lot of time looking up records of prior case numbers, and whatnot. In the end he said there's nothing he can do, and I just have to wait. He did verify that my case is still open. I asked how long I would need to wait, and he refused to give me any indication. I asked "Six months?" "A year?" He just wouldn't characterize anything. I called again, and got a different guy, and without citing any case numbers or telling him my problem, I just posed this one question "When the cable company moves a channel, how long does it take TiVo to respond usually?" His answer: "About a month." I was astonished. Look at all the overhead they have from all the people calling, each one calling multiple times. If they would just react faster, this would be much less expensive for them. To say nothing of reduced hassle for their customers. I went thru my programs and entered manual recording instructions for each affected program one by one. Quite laborious. I used the "recurring" feature so I wouldn't have to do it every day. This is hard to do right. Some parts of the schedule are different on weekends, for example. Also, many channels these days don't actually have a perfectly repeating schedule even every weekeday. They make little changes and stick in things, mixing in 1 hour episodes of Gunsmoke among the old 30 minute episodes, etc. But then when TiVo made the bad lineup correction, this caused all my manual recordings to jump to a different channel and record the wrong thing! Apparently the TiVo software presumes that when I enter manual record instruction that I must want to watch the program that THEY THOUGHT was on that channel (but actually wasn't), so when the lineup changes, they move those recurring manual record instructions to the new channel where the program I didn't want to see now resides. Of course if I wanted to watch a program the machine already knew about, I would enter it by name, not by channel and time! Duh. Ok, so I deleted all those now wrong manual instructions (Took a couple of tries.) and entered all new ones. I tried really hard. I wrote down all the program times and checked them off one by one, and then double checked them ... which was a good thing, because I made several errors. I've been a little long-winded here. The point is that TiVo doesn't seem to handle these changes in a responsible fashion, and can't givce a customer a coherent response of any kind. Status should be transparent. A reasonable response to a lineup change is 4 days. I needed to vent that. Why on earth would it take a month to make a one channel change in a lineup? Why do they design their support interaction so that customers have to call back over and over? Bad management. Horrible waste.