Tivo's first level of technical support uses personnel with poor American English speaking skills. I usually need to ask them to repeat things over and over and sometimes have to resort to spelling (phonically). First level technical support are poorly trained and seem to rely strictly on reading script responses. Their comprehension of complicated problems is of the lowest levels. I have been instructed on many occasions to do unnecessary routines that require lengthy actions and a call back to re-explain the problem with a completely different person. I have been a TIVO customer since the very beginning of the company and have owned multiple units of each of their products. The obvious cutting cost decisions have damaged the customer experience. TIVO is still outstanding in fast forward technology including SKIP as well as their handling of 1Click Subscriptions (I still think the original SEASON PASS nomenclature was better). All in all, TIVO is a great product but look out if you ever have a technical problem with either the software or the hardware.