So I purchased myself a Tivo from Harvey Norman around 3 weeks ago as it has just been released in Australia. I was very excited to get it up and running and start watching my favourite shows when I wanted to. However I have found that there have been numerous critical issues with the Tivo since I started using it. These include Tivo audio levels fluctuating on standard definition channels (does not seem to affect high definition channels), shows not being recorded on the Tivo due to incorrect schedules/shows running overtime (which in turn effects Tivo Suggestions and makes them useless as they rarely record the whole show) and shows not being picked up correctly when scheduled as a season pass.

In regards to the Audio issue, I contacted Tivo support Australia, who (in two ‘one liner’ emails) said that it was a broadcasting issue (first email) and that the broadcaster had been notified (second email). I have since had an extended discussion with Peter from Channel 10 technical support, and he informed me that he had asked the entire support team and nobody had even heard of this being an issue.

So I thought I would post the “request for support” that I sent to Tivo to request assistance and feedback with some of these critical flaws. I also thought it would be good to get some feedback from other Tivo users in Australia and see if other people are finding this to be an issue and see if we can get ourselves heard somewhat.

So if you have a Tivo, what are your thoughts and experiences, have you been having the same issues, if so to what degree. Also so that we are actually constructive here, what do you think could be done to fix it, what are some of your ideas? I had one possible thought… The Tivo online scheduler checks in for updates to shows you have scheduled online every 15 minutes, if a function could be added to also check for updated real-time scheduling every 15 minutes then this problem could be alleviated, permitting of course that they had someone there to update this information in real time. Thoughts?

My Open Letter:

To whom it may concern,

I purchased the Tivo recently after seeing an advertisement on Channel 7 which stated “Never miss a thing again” as one of the main selling points.

However I have been finding that on many broadcasts (and *especially* in the case of Channel 7s own broadcasts) partial and full recordings are being missed(the incorrect show being recorded either in partial or in full) because previous shows are running far over the allotted time.

Case and point would be The Amazing Race (Wed 13/8th at 2AM Channel 7 Standard Definition). The show before this (the Olympics) ran 38 minutes over its allotted time. As a note I have scheduled all my Channel 7 recordings with an additional half hour and I *still* missed the end of this episode.

While I am aware that things like the Olympics and live broadcasts will go over schedule by their very nature this is not the only occurrence that I have experienced, it was just the icing on the cake. Other times that this has been most apparent (and a regular occurrence) would be when I have scheduled “Seconds from Disaster” and “Air Crash Investigations” although they have not been running for the last week due to the Olympics prior to this they had. Although I have not kept specific records on average these shows were starting well over 15-20 minutes later than the scheduled time (which is why I started putting a 30 minute addition on).

I am finding that the Tivo is not living up to Channel 7s advertising due to scheduling issues on all Australian channels and feel that Tivo is being misrepresented in its abilities and that Channel 7 itself needs to lead the pack in resolving this issue if it cannot be resolved by a technical means.

I would like to hear what is being done to rectify this as clearly it is an issue that *must* be resolved in order for the Tivo to function correctly and as it has been originally advertised.

To summarise the main points:
1. Scheduled recordings are being missed either in full or parts thereof due to broadcasting times not being adhered to and no automatic functionality for Tivo to compensate for this.
2. Available recording time on the Tivo is being vastly limited due to the required addition of immense amounts of padding to each episode.
3. Tivo Suggestions are only being half recorded due to them not beginning or ending at their scheduled times hence rendering the Tivo Suggestions useless.
4. Schedules are overlapping often due to the requirement of putting such large amounts of additional padding on scheduled recordings.

Therefore I feel that the Tivo is severely crippled in how it is operating for me. When shows are recorded I have been exceptionally happy with the quality and convenience of the Tivo however with the three issues listed above I feel that the device is not operating within the original conditions that it was sold. I have also spoken to numerous other Tivo users who have raised similar concerns regarding the Tivo and whom would like to see a resolution to these issues.

I request a formal response to this grievance as soon as possible and am most happy to assist in working towards a solution (including trials and testing of any new software where possible) to benefit other Tivo users around Australia.

I look forward to hearing your response.

Regards
Stuart Ryan

In regards to the “never miss a thing again” see the Tivo Channel 7 Ad on YouTube and go to around 17 seconds into it.