I am fairly new here but I agree. There is some awesome info here.
many simply do not think of going to the internet for help and support. We find that alien since users of this forum obviously think using the internet is a natural thing to do.It's too bad that, IMHO, that vast majority of TiVo owners don't know of the forums and that the companies like TiVo don't find some way of getting all this info out to the subscribers to avoid negative feelings for the product and, as the OP stated he almost did, eventually leave and cancel the sub to TiVo. People still look to a company's customer support for help and help with authority and NOT the internet.
What is MORE shocking is how the CSR's, with training form the company, one presumes, are often CLUELESS compared to the people on the forums. If one getting the info from "the horses mouth" of TiVo or any other company, can't get it right, then there are certainly cancelled subs that could have been helped and result in keeping that customer. Quite unfortunate.