Tivo Problems. Why I will never buy a Tivo again.

Tivo has its problems, unfortunately. I have to wonder where and what the Product Management folks there are doing.

Just like everyone else, I loved my Tivo when I first got it. Skip commercials. Pause the Tivo when the kids are interrupting your favorite show. And of course, I could rely on it to record my favorite shows so that once a week my wife and I could sit down and watch the few decent shows on television these days. And I had so few problems and such benefit that I even bought one for my three year old.

That said, I've decided I won't ever buy another one. Why? Let me count the ways.

Tivo Problem 1: No lifetime subscription. I got both of my Tivos for less than $50 each, and then a lifetime subscription for $299. Tivo ended this program quite some time ago. Like Tivo? How about paying $19.95 per month for the rest of your life to use it. No thanks. The problem is that I already have TOO MANY subscriptions, and I don't want to add to my monthly budget.

Tivo Problem 2: After a little over one year the Tivo remote is falling apart. Tape holds the battery cover on. The buttons are worn so I can't see the functions. No problem, right? Just get a replacement, yet when I contacted Tivo a new remote is $39.95. Gee, my Mitsubishi remote has lasted 10 years, and none of my other remotes have ever fallen apart. But now to replace the remote for my $50 Tivo I have to pay $39.95? I think not.

Tivo Problem 3: One of the MAIN benefits of Tivo is that you can skip commercials. But the only way to do it (other than painfully sitting and watching it fast forward) is to enter the secret hack code that automatically moves it 30 seconds forward. When it works it is great. Unfortunately, Tivo hasn't built this into the system (despite it being OBVIOUS that this is a very valuable feature). So what do you do? You type in the secret code and the Tivo does what you want. Unfortunately every few days (or sometimes weeks) the Tivo upgrades itself and installs a new version of the operating system. So guess what? That's right, your secret code is erased and you have to reprogram it. I can't even tell you how annoying this is.

Tivo Problem 4: Re-record your favorite shows over and over while other shows are being put in the trash. I watch Jim Cramer's Mad Money, Glenn Beck and a few other shows on CNBC and similar cable channels. All of these are one several times a day. Maybe I am just a naïve user (except I've been a Product Manager in the tech industry for 20 years), but what happens is that I get 3 or 4 versions of each of these shows recorded every single day, wiping out my other recorded content. Even Jim Cramer mentioned this Tivo problem on his show. And of course, even thought I've already got a recording of one of these shows from earlier in the day, Tivo continues to interrupt me while I'm viewing a ball game or other show and tells me it is about to change the channel to record a second or third version.

Tivo Problem 5: This one is the one that was the nail in the coffin. A few months ago my Tivo upgraded itself to include some new functionality - a new version of the operating system that included Tivo for kids. Apparently it was supposed to provide parental controls blah blah blah that helped parents stop their kids from watching inappropriate TV. Well, I can tell you as a parent of a three year old that the features it has completely missed the mark. But here is THE WORST PART - now when I flip channels using Tivo and the remote there is a VERY annoying delay of about 2 seconds until it goes to the next channel. Imagine not being able to flip channels on your TV. I guess I could switch to using the standard remote, but then I LOSE ALL OF THE BENEFITS OF TIVO, like being able to pause live tv, etc.

None of these issues are rocket science to solve. But instead the efforts seem at Tivo seem focused on trying to sell me a new $799 HD Tivo. I hope they fix some of these things. Maybe they'll even hire the 280 Group to do some research and write an MRD about how to make Tivo that magic product again that it once was. :-)

Comments

[Greg Farrell]

My 2 year old TIVO box simply stopped working. TIVO informs me that I can exchange it for only $150. TWO YEARS!!! The original box cost $300, I pay $20/mo for 2 years, and have the privilege of paying anothe $150 to get their defective box replaced. So, this adventure has cost almost $30/month. I plan to search for alternates.

[Shane A]

I was very similar, Tivo was the best thing since sliced bread when I first started using it. For the first 2years all was well. There were certainly enhancements that could be made but for the most part the product worked as advertised.

Then I started to get the Grey screen of death. I would come home from a business trip or vacation expecting to see my favorite shows and there it is. The grey screen. Nothing has recorded and I cannot do anything except unplug it and then plug it back in.

After experiencing this two or three times we started working through the support process. Very quickly into my support call I was told my hard drive was bad and it would be $150 to replace the application. I was amazed at the speed to which my issue was diagnosed and even more amazed how the solution was so readily available to the custom support team.

There was zero concern for my individual situation, a monkey could have handled the situation. The customer support team was so well versed at diagnosing issues like my they had a prepared speech for the cost of the replacement.

Anyway, after speaking to a supervisor who recited the same speech I elected to pursue the corporate office. I will keep you informed as to the progress.

[Mark Weisler]

Brian, you have posted an excellent and insightful commentary on the Tivo. I follow this field of personal video recorders and the Linux/BSD world of free and open software.
It would be interesting to compare/contrast Tivo with the free and open MythTV where the world community can address and remedy the shortcomings you have mentioned.

It's also interesting how the Tivo uses free and open software (GNU/Linux) but it may be that the application layer above the OS is not so free or open. Tivo has a developers kit called HME and explains at http://tivohme.sourceforge.net/ that..."At this time, HME applications cannot control any of the TiVo DVR’s scheduling, recording, or video playback capabilities." It appears that outside developers are not allowed into the basic functional areas of Tivo.
Did I hear that Comcast was acquiring Tivo?

[Aleksandra]

Space Exploration Benefits Our World, costs too much
;)

[mike bercher]

I purchased a tivo 2 years ago and also got the life time service with it for $299. The unit began having problems in june 07. The unit displayed a " POWERING UP " message. I called tech support and was directed to power off the unit wait 2 minutes then power up while holding the pause key. This never worked. I wanted to replace the unit and keep my lifetime TIVO service. I was told that was not possible unless I got a replacement from HUMAX for $300. I was told that the lifetime service was tied to the TIVO unit that I origanally purchased and could not be transfered. ( How do I know that TIVO hasn't uploaded a bug into all units with a lifetime service agreement to get rid of the good deal and make us start paying a monthly fee ??!! ) The reason for my comment is that I followed their rules and payed $300 for a replacement unit with questionable results. I am on my 3rd. replacement unit with the same problem occuring after using it for 3 to 4 weeks . Each of the replacements have behaved the same. I find it hard to believe this is a hardware problem. I'm begining to think they are trying to wear me out to a point where I will forfeit my lifetime service and pay them monthly. Is there anyone else out there having this same experience ? HELP !!!!!!!