In this instance the Telecom shop is very stupid in my view.
In the old days we used to put a service sticker with phone number on everything that went out the door and tell the customer "any problem, just ring us..."
Then when customer rang we'd just say "humm.... that's strange, whack it in the car and come down to the store and we'll sort it for you"...
Then when customer got to store we'd use the visit as an opportunity to sell them something else while we also sorted out their problem.
This is all part of the reason, in my view, that Telecom's share price is in the hole it's in, because the market is aware of how Telecom is performing in this sort of regard and shareholders come to the realisation that things just aren't changing to a customer focus that it should be.
The annoying thing for the rest of .industry is that it's not good for the likes of TiVo either. Their product is poorly represented and ppl end up posting on forums like this.
As a result of reading this thread I wouldn't recommend or touch TiVo with a barge pole.
While I don't have one yet, my current interest is one of those AppleTV boxes. The service out of the US is really good.
Edit: I'll be interested to see what the TiVO or Telecom GZ reps on this forum have to say.