Having Trouble With Your TiVo? Deal With It, You Don't Matter (Unless You Have A Hammer)

Going back as far as last October's TiVo software update, a small "subset" of TiVo users who use the TiVoToGo feature to transfer recorded shows to mobile devices such as their cell phones have been having all kinds of problems. Not only with the TiVoToGo feature, but also with getting TiVo to fix the problem.

TiVo's fall update changed the way recorded files were saved and since then, the Toast 8 software created by Roxio used to transfer recorded content has had all kinds of technical glitches as a result of not meshing properly with the TiVo update. The main problem has been with audio delays and skips during the playback of transferred content rendering it completely unwatchable for some users. Roxio did release an update of their own to try and solve the problem, but it wasn't a complete success and some users are still having problems...5 months later. And they're having trouble getting TiVo and Roxio to acknowledge them as valuable customers.

Roxio seems to feel that the problem is not a priority for the company as it only affects a small number of users even though they admit they have problems with the Toast 8 software. They've also said that they've had trouble replicating the problem and therefore have had trouble fixing it. It almost sounds as if Roxio has a classic case of denial. Furthermore, the trouble began as Roxio was in the midst of updating 9 of its Mac OS X products in time for the Apple Leopard OS release in November. But that was three months ago and consumers are still having problems.

With a lack of response from Roxio, TiVo users began an email campaign aimed straight to TiVo's CEO but got no response. TiVo has said that a fix is currently in beta, but did also say that the problem has not been a priority as it has only been a problem for a "small subset of users".

So what's the solution for frustrated TiVoToGo users? We recommend doing something drastic to get the company's attention and a tired old email campaign is just so old school. Maybe try something along the lines of "pulling a Mona Shaw". Remember her, the church-going, 75-year-old grandmother who took a hammer to a Manassas Comcast office and smashed a computer after receiving shoddy service? If we remember correctly, the customer service she receives now is much improved!

Via CNET
Image Credit: Washington Post

February 10, 2008

Having Trouble With Your TiVo? Deal With It, You Don't Matter (Unless You Have A Hammer)