TWC and Tuning Adapters

[spolebitski]

I say we send this email each day to the above email address until we get the tuning adapter.

[nick3092]

I say we send this email each day to the above email address until we get the tuning adapter.

Working for a large corporation myself, I can tell you doing so will not get you any results.  In fact, it will do the opposite.  You will loose any credibility, and become "that crazy guy who e-mails us every day".  It's one thing if multiple people e-mail them once, its another if people just do it continuously.

Now that you have e-mailed them, you are better off following other paths if they do not respond.  Contact the FCC, the BBB, Fox 6, 4 On Your Side, etc...  Apply pressure from all sides, not just continuously sending e-mails that will quickly become ignored.

[vixyswillie]

Completely agree. What's more - daily, unsolicited email messages are more commonly called spam - and there are Wisconsin laws against it (see my edited post above). We certainly don't want it in our own email inboxes, so let's not send it to the inboxes of others.

[spolebitski]

I have received two responses from:
Mike Hayashi
Mike Lajoie

Both said they will look into this matter.

[spolebitski]

Completely agree. What's more - daily, unsolicited email messages are more commonly called spam - and there are Wisconsin laws against it (see my edited post above). We certainly don't want it in our own email inboxes, so let's not send it to the inboxes of others.

I disagree however, I fell that if we say nothing they will ignore us.  We deserve more than vague answers and bland time lines.

... The tuning adapters are being testes and we hope to have them available soon...

I think they need to start answering questions, why has it been delayed several times, why was the switch to SDV done prior to testing the tuning adapters etc.

[OlsonNet]

I'd have thought TiVo would have been more interested in speeding up the process of getting these adapters out as well.

I'm sure there are a lot of people out there who have either delayed purchasing a TiVo HD or decided to go with the cable company DVR because of this issue.

[BlueOtto]

Tivo has been ready for this for a long time.  I want to say a year, but I'm not sure if that's accurate.  They updated their software to prepare for SDV and tuning adapters long ago.  They've got a very clear and concise description of SDV, how it impacts Tivo users, and what to do about it on their website.  It is not Tivo that has been dragging their heels.  The cable companies have virtually no incentive to offer the tuning adapters.  They must develop the adapters to spec, make and test them to work with their system, and give them away for free.  They'd rather have you use their own equipment that consumers need to pay extra for and which the cable companies have full control over and allow them to upsell more products (like PPV) to you.  It is not surprising that TW does not want this to happen and keeps delaying it... but government regulations require it.

[vixyswillie]

I have received two responses from:
Mike Hayashi
Mike Lajoie

Both said they will look into this matter.

Great news!

[vixyswillie]

I got address rejection messages from the remote mail server for:

robert.marcus AT twcable.com
william.goetz AT twcable.com

The rest seemed to go through fine. We'll see what happens.

[vixyswillie]

Well. That didn't take long - about 10 minutes, actually.

I just got off the phone with Jack Herbert, President of Network Operations for the Midwest Region of Time Warner. He was forwarded a copy of my email by two executives on the list.

Mr. Herbert wanted to personally thank me for writing, apologized profusely for the problems I've been experiencing, affirmed that this is not the kind of service Time Warner wants to provide its customers, expressed appreciation for my "clear and very well-written letter," and asked for my patience as they finalize testing for the tuning adapters in the Milwaukee area. He anticipates that this will be completed in two weeks (possibly less), gave me his direct dial number, and promised that he would personally see that a technician comes to install the tuning adapter in my home as soon as they are available.

He closed by saying that the only way they can respond to these kinds of issues and problems is by hearing from their customers, so for those who have not yet written the execs - I would highly recommend it. It's clearly the way to go.

Hats off to LoadStar for the outstanding suggestion of the EECB. It obviously works! I'll definitely remember that next time.

Here's hoping that the tuning adapters will be coming very soon. Thanks to all for your creative ideas and involvement!

[spolebitski]

I have also received an email from Jack Herbert he emailed only because he tried to call me but was unable to reach me.  He wants to hear from me and "speak to me in person" about this issue.  From his email and the above he is very sincere and wants only to improve service.

[LoadStar]

Glad it helped!

I don't normally like to use the EECB - it's a good way to **** off a large number of very important people simultaneously - but when they continually miss deadlines then start trotting out really LAME excuses that don't even make sense anymore, that's when it crosses the line.

[TiVo Dude]

Wel, well.  Looks like going to the higher-ups is the way to go.  I just heard from Jack Herbert myself, who told me the same basic information he gave to vixyswillie.  He also listened to my frustrations regarding getting my hands on an m-card instead of my current unstable s-cards and said he would try to make it happen.  A very nice guy, and like vw said, he seems genuinely sorry for the situation and wants to rectify it ASAP.  He said that he's working on the final rollout methods for the tuning adapters and will be in touch when he knows how we can get them, suggesting that those who have contacted him will get preference, so if you haven't made contact yet, I'd give it a try.  To avoid the delay of getting passed up the foodchain, his direct email is jack.herbert@twcable.com.

[JeffreyC2007]

Any good news yet???

I have been lurking around this particular thread for a few weeks and im just disgusted by TWC.

Although I am a twc custumer, I don't have a tivo, but i am fully aware of the SDV & Tuning Adapter Nightmare you all are experiencing.  

Has anyone contacted a local news station about this?

Good Luck to you all.

[vixyswillie]

Any good news yet???

Yes - read up.