I tried posting this on the Direct TV Technical Forum re Enhanced TIVO Content, but the moderators won’t allow it to appear. So much for freedom of speech.
I have periodically followed discussions on various forums about Enhanced TIVO Content changing the tuner on the secondary channel to download new material. Nothing mentioned has ever worked to stop this happening to me during prime time viewing, which is infuriating. NO, I do not want to have to put one channel on 'record', thank you. I flip around often and don't want to have to go through the steps required to stop a recording and then get back to watching something.
Downloading Enhanced TIVO Content during prime time seems to have gotten worse these past few months. As others have mentioned, I often watch 2 channels at the same time, freezing one in order to later bypass commercials. If it remains frozen well past the end of the commercial and TIVO Content overrides what I was watching, I lose much, if not all of the program I had on hold. Not fair, I say. I'm paying Direct TV for 2 tuners and don't want to give up one for them to hijack whenever my back is turned. Nor do I want to have to play watchdog!
Recently, my umpteenth phone call to a supervisor at DTV got me access to the office of the president (actually Ed Balcerzak, VP of Customer Care), to whom I emailed my complaint. I received a call back from someone named Tammy from their office, who told me there was nothing that could be done about it because the “system is designed that way”. (Huh? Of course it’s designed that way. That’s what I’m calling you about!)
Clearly Tammy has no place in the ‘Customer Care’ department. She does, however, have a place in the sales department because when I suggested they redesign their system only to download during off hours, she was dumbstruck for an answer but immediately started selling me an upgrade to their Genie DVR with more tuners which, (surprise!) incurs a monthly fee and a new 2 year contract. What a clever way for them to tie me up for two more years at a higher price. I declined.
Apparently they intend to do nothing about alleviating this annoyance for their customers who are plagued with it. Customer care, indeed. They want to ‘sell’ upgrades to their Genie.
I think if enough people with this problem begin to email this the VP of Customer Care about it, they might rethink what they’re doing. Here are the steps the supervisor gave me to get to Ed Balcerzak:
>Investor Relations (all the way down, 2nd line from the bottom)
>Executive Customer Care Contact (in orange)
>>link to Ed Balcerzak
I’d really like to hear what response others who have this problem get if you email Ed a complaint. I think if enough of us do it, it might get them to offer some real customer care.