Tivo, why you do that?



If I could chat with the CEO of Tivo, the first thing I'd ask is why

in the *&^%$! do your customers with a broadband Internet connection NEED a phone line to configure their Tivo(s)?

I spent a frustrating three or four hours (quite likely a bit more than that) trying to get my Tivo to successfully connect to the Tivo service since I yanked it out of the box a day or two after we moved into the new house. Every time I initiated a connection, the connection would fail sometime during the downloading stage. Sometimes it would fail immediately, sometimes 20-30 minutes later. Time after time, regardless of the time of day, Tivo wouldn't or couldn't get it done.

To make matters worse, I have a wireless network (Airport Extreme Basestation) and a Belkin USB Wireless Adapter with my Tivo's name on it. But in order to use the Belkin, the Tivo's software had to be updated. Splendid: There was nothing wrong with my broadband network connection, but my Tivo couldn't use it until it successfully DL'd the software update through a telephone. Go figure.

Finally, at about 6 AM this morning I tried again on my way out the door to walk the dogs. To my surprise, upon my return I discovered that the download had succeeded. I had to do a doubletake, but yes it was done.

Everything's installed and the Belkin tested and working. I think I can finally cut the phone line from the Tivo, but I won't be surprised if an error pops up. If anyone asks me if I like my Tivo, I'll say yes, but the config process was a joke.

For a product that prides itself on being easy, this process was a joke. Tivo's got the brand thing down, but they need to deliver on their ease-of-use claims.




Posted: Mon - August 30, 2004 at 02:14 PM          

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