I have been a customer with Tivo since December 2001. Multiple units all with Lifetime all the while upgrading to the newer technology when desired. I have had little to no problems with any of my units and have 100% enjoyed my experience even going as far as to recruit dozens of people to enjoy the "Tivo," experience. Until today.... My Roamio which has worked flawlessly for the past 3 plus years with zero issues along with 2 mini's but all are now a flakey mess. This is after my units were "upgraded," to hydra just a few days ago. The problems started within hours of the upgrade, freezing on live TV is the main culprit requiring a power down then up to get the units back. I called into Tivo for customer support which was literally the first time in over 10 years and I was told that the "hardware," was defective and needed to be replaced. I was dumbfounded by this conclusion as the service advisor ran zero diagnostics test and only asked me 3 questions. It was as if they were reading from a script. I pushed them to learn more prior to making a conclusion as these units have performed without issue for the past 3 years and suddenly don't function after a upgrade which was pushed to my units (yes, I didn't request a hydra upgrade, it was pushed). Fast forward 5 days later and Tivo followed up, again no additional diagnostics were done, they didn't even pull the systems log, they stated once again it was a hardware issue without any supporting data. They also told me that the replacement unit would cost me $149 for the refurbished unit and $199 to transfer my lifetime service. I was in shock, that I was expected to pay for damage to my perfectly working Tivo after "they," pushed a not-ready for primetime software upgrade. Tivo wouldn't budge and basically kept reading from a prepared script. So today marks my last day supporting Tivo as a customer and as an advocate. I can't be alone with experience and if this is any indication of what is going on at Tivo I believe the best of Tivo is in the rearview mirror and the end is closer than we thing. Sad day.