Registered: Sep 2003
Shame on Tivo for not figuring out the wireless USB issue
I've had Tivo for a year now, and recently purchased the home media option. I also set up a wireless network in my home, and went out and purchased a WUSB11 Linksys wireless USB adapter. Like many of the posts here, I too plugged it into the Tivo only to find that itwouldn't work (yes, both lights indicating power and a link were on).
I too called tech support - WHICH IS NOT EVEN A TOLL FREE NUMBER - and they acted like this issue was all new to them. I suggested to the tech support person that since the firmware that this WUSB11 is running is 2.8 versus the 2.6 version Tivo recommonds, that perhaps they're experiencing compatibility issues. Naturally, the tech support person suggests I buy to 2.6 version from Tivo, and that should solve the problem. This is about the stupidest advice i've ever heard.
Linksys isn't going to sell anymore of these 2.6 versions. Should I call around the Best Buys or Circuit Cities in the Boston area and ask them if they have the 2.6's lying around? I don't think so.
2.8 should just work - that's the bottom line. This situation is a prime example sloppy development - that's all there is to this. No excuses. I don't care how hard it is to work all this out from Tivo's side. The onus is on them to figure it out if they are going to bring a service like this to market. No one said software development is easy.
Gets better. Naturally I went out and bought the Belkin USB adapter that my third call to tech support suggested I get. By this time, I had them admitting that 2.8 doesnt' work, and that they know this now. So i get the recommended Belkin, and guess what? Doesnt' work either.
This time I call support to tell them I want my money back. Ayt this point, the tech support person gets snippy and rude because I think her suggestion that I go out and try ANOTHER manufacturers USB is downright offensive. She's also offended that I tell her that Tivo didn't think this product through very well becuase if they had, they'd have a patch out to the boxes that solves this problem. I guess my suggestion that beloved Tivo might have made a mistake was a little too much for her.
When I get transferred to the person who is supposed to give me my money back, I'm told that this will take "7 to 10 days." When I ask this person- who was speaking in a rather high handed tone- if they are seeing a lot of this scenario, I get this terse response:
"Lots of people call us every day for lots of different issues, sir. This problem you're referring to is not an epidemic."
Unbelievable. Take a look at these message boards -- a lot of people are having the same issue.
Tivo needs to think long and hard about how it's handled this products release. People love Tivo, but all it takes is a few bad experiences to undo a lot of the loyalty that's out there.
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