Service - really...?

I have been a TiVO user for almost 3 years. I am on my second machine after the first one failed at about 13 months. Now, the second one has failed also.

The humour is, I didn't see it coming. I thought "OK machine - one fail is fine", now the second, so to say "unimpressed" is an understatement of gulf war proportions.

No phone support
No email replies
No support for the distributor
No one to take responsibility
No one to ask for advice

So what are others' experiences? I heard a rumour that this was monitored by TiVO. We will see about that I suppose. Harvey Norman, where I bought the machine say if I email support, they will have someone pick it up. The fact that after 3 days I haven't had any response doesn't fill me with hope I have to say.

The problem is that the fan failed so I changed it for aa 70mm CPU fan, which was completely silent and moves more air. Now I have all the lights flashing on the machine and no output to the TV. Sucks completely.