Since I tied the knot with TiVo during Christmas, the small box had been serving my family really, really well. Nowadays, we cannot think about a day without TiVo -- in the last few months, we never worried about missing 24 or American Idol. We figured out it saved us at least 100 hours this year so far, and it is well worth the subscription price of $12.95/month.
The unfortunate: our TiVo stopped working last Sunday -- the video output is still perfect but there is no audio. Upon restart, the audio will come out for about half an hour, but no more, so we began a love-hate week with TiVo:
As the handyman of the household, I dialed TiVo's customer service number (1-877-367-8486). To be honest, I hate all IVR (Interactive Voice Response) system that requires you to speak to browse different options; I'd rather press the number buttons. TiVo's phone system failed me a lot: "troubleshooting" was routed to "billing", and my saying of "audio" was determined to be closer to "recording." Anyway, it takes me 5 minutes to get to a technician.
I was asked to reboot the system twice and double checking all wiring. I'm not complaining -- I have an engineering background and I did all tests before I called TiVo so I am sure it's something wrong within the TiVo box -- I understand it's TiVo's process to make certain it's a TiVo problem before authorizing a return. Anyway, after 20 minutes, the technican finally concurred with me that this is indeed a TiVo issue and started to authorize a return.
Now comes the real money question. I was asked to pay $49.00 plus taxes because my box is out of its three-month no cost warranty. But, should I expect a consumer electronic equipment to only work for five months, and take the fault for its short life? Anyway, I wrote down the RMA number but I stared to have second thoughts immediately ...