Yes, almost certainly the response is coming from an offshore site... and it's not Australia. Of the four emails I've received, three were of a very similar nature to this, the last had good presentation (caps, punctuation) and 'okay' grammer... The followup (when I asked what on earth they were talking about) was;

In regard to first question there was interruption with your Internet so the quid didn't update automatically
correctly so you needed to for the connection manual to do this you need to go to messaging and settings then settings then network then
connect to Tivo services


second question we have not control over EPG Data it set by the provider which is TVNZ so you might need to raise this issue with them
but we will pass your comment in to them .

Regards,

TiVo Support
Actually, the guide data I was specifically talking about was TV3 & C4... neither of which are run by TVNZ... And this reads as though they are telling me I *did* have an Internet issue that caused this... (nope) and again it's not overly well written... you may get the jist of what they are saying, but it's a very poor look for a large company.

I too had the misleading and incorrect information quoted to me in the shops... don't know if this has improved... may stop by next time and play the ignorant customer and see how they go :-)

If I had an opportunity to send a message to Tivo in NZ based on experiences so far it would be this;
  • If you want to provide web based support, get someone who can write in English.
  • I don't want to try all the basics when I have a fault - listen to me when I tell you I have already - I'm smart - treat me that way
  • You are the provider of the Tivo service to me (the customer) - either take on the task of passing feedback to TVNZ/TV3 etc about guide data or give me some direct method of doing so.