Nothing But Iron: TiVo Update by Steven R. Lagman, M.D., C.A.S.W. October 6, 2004 After further review, I have something nice to say about TiVo customer service. In a past issue I described my experience with TiVo’s support use phrases like "God help you." A month ago, my TiVo box, which, by the way, continues to be a useful, yet imperfect device, could not make 6's, meaning any channel with a 6 in it could not be watched or programmed without a series of electronic acrobatics that most of you would find grotesque, hence I will spare you the details. Being a self-described fixer guy, I decided to try to fix this myself. First I perused the help section of TiVo’s Web site, but was unable to find my device’s specific malady. Next I performed an advanced maneuver typically reserved for malfunctioning anesthesia machines: I turned it off and turned it on again. Still no 6's. After giving thought to the source of the problem, I navigated to TiVo’s on screen set-up menu and reprogrammed the remote control by selecting a different code. Much to my surprise . . . err, I mean, just as I expected, it worked. I spent the next minute performing a silent, yet animated victory dance, suitable for any end zone of any NFL stadium. In the interest of science, I decided to conduct an experiment to test the efficacy of TiVo’s customer support. I called the toll free number and got an automated voice. It was not the typical automated voice experience–this one expected me to talk to it. I did so without success leaving me wondering if this was an encounter of artificial intelligence or artificial stupidity. At one point the voice gave me an option to request conversation with a live person. I chose that. The voice told me I could anticipate a wait of five minutes. After about five minutes a very polite real guy named Charlie answered. I told him my problem, concealing the fact that I had already fixed it. "I can definitely help you with that," he replied. In two minutes he walked me through the exact steps I had discovered by trial and error. I then asked him if that information was available on-line. "Hang on a second, I am pulling up the Web site right now." Sure enough, by entering a 6 in the search field–such as simple entry I did not think to try it–he found a link to "I cannot change to the channel 6." I thanked Charlie. He thanked me. Before I hung up, he asked me if there was anything else he could help me with. There was not. _____________ Nothing But Iron is an amateur sports and other stuff column. The author apologizes for undetected typographical errors. These are the fault of the author’s English teachers. ©2004 DrTM Enterprises. All Rights Reserved.