I emailed that address and was contacted the same day. My scheduling issues delayed a conference call with DTV personnel till today. I was first assured that a software update coming out in about two weeks would solve the problem. However, they were able to make a change that vastly improved my response time. My chief complain has been how long it took for the list of recorded programs t come up and that delay was cut in half, intact it takes a bit less than half the time now.