Advertisements I'm not complaining about this at all. When I bought the TiVo, I didn't know how long the company was going to last, so I took a route that seemed reasonable and it didn't pay off, financially. Nonetheless, I enjoyed the service so much that I happily paid the monthly fee without complaint. It was completely worth it to me. My issue is with the poor customer service. I pointed out my particular situation only to highlight the fact that I'm the kind of customer TiVo should be trying to keep (ie, the best for their bottom line). There's nothing irrational about paying a fair price for good service and not upgrading to get features that are of no interest to the customer. Responding positively to poor service would be irrational. You're misrepresenting and mischaracterizing the response. It was weeks before there was any response from a TiVo employee, at which time all he said was that they were "investigating". Well, that's interesting, but it doesn't answer the obvious consumer question of "Do you have any plans to fix it?". This is an extremely reasonable question, given that UK TiVo users were told their Suggestions would never work again. At least they got an answer. Months later, he still had not answered that question, and the phone techs (the only official TiVo communication) were still giving false information to the customer. During this time, customers were continuing to pay full price for degraded service. Additionally, one rep, speaking unofficially in his spare time on an unofficial forum is not an actual response. A customer who seeks information as to why a contract has been violated is not irrational and the party that violated the contract without explanation or obvious mitigating circumstances is not to be defended by rational individuals.