I have been speaking with the CEO of hybrid about this over the weekend.

I have included some of her replies below:

I really appreciate the time you took to send me this message. I have forwarded it to two guys in my team - we worked so hard to get a new customer service supplier.

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This is terrible - the only good thing is that the tivo does not often have problems so our customer issues are not significant - but the ones that do have a problem seem to get inconsistent responses from our support team.

I cant say anything more than thank you for telling me and that we are on the job - this is our number one priority - unfortunately it wont take seconds to fix...

Rob