I got an email from Tivo back in Feb advising me of my annual upgrade being due in April along with a promo code to upgrade to a lifetime subscription for $100 off. In the email was a link that ostensibly sent me somewhere that I could go ahead and sign up for this. So, I click the link and it takes me to my account where I log in and find nothing remotely like what the email described: Nothing in the way of future payment plans or anything. So, I used the CHAT button and the person said that option won't be available for 30 more days since my account wasn't due to expire until April and it was only Feb now. Huh? Then why is TIVO sending me this email now? So, being the good customer, I waited 30 days believing this person knew what they were talking about and logged back today to take care of this. Again, no way to change my plan was shown in my account. So, I again used the chat button and explained the entire ordeal again only to be told that I have to CALL Tivo to fix this. So, getting pretty steamed by now, I call the 877 number and explain to the person what was going on and he seemed to totally not care - no apology, nothing. But he did take my money. And I am still OK paying for the Tivo and remaining a customer but this is the 2nd incident where I had to deal with their customer service in the year that I have owned my Premiere and in both cases, the service was awful. Combine that with the problems with the Premiere box itself and one might wonder why I am still a customer/user.............It is still miles ahead of the Comcast folks and their hardware. But dealing with Tivo personnel is only marginally better than Comcast by the way. Very frustrating. Won't be using the Chat anymore - that is clear. Tivo really promotes the CHAT also with links and buttons all over the website. I wonder how many others have had such poor results with the Chat.