As far as installs, we've done enough. I have two techs on two different job sites right this minute. Both called and said "tivo just sucks". So I googled "tivo sucks" and found this thread. I've already voiced my opinion to Tivo and our distributor. It's just a garbage business model, period. I think end users should know how their money is being spent when it comes to support. My service cost critique stands, and it doth fly. I always comment companies when they get it right, so now, I'll do the inverse.