Philips HDR312 TiVo 30-Hour Digital Video Recorder
Great unit . . Lousy Tech Support/Service
I have had a philips hdr312 TIVO unit for about 18 months.  I LOVE TIVO. It is amazing and my family are all TIVO lovers. Even my wife, who hates all my electronics, loves tivo. The pause, rewind and Fast forward are awesome.  We never start to watch our show until 20 minutes into it so we can zoom through comercials and still end at normal time.<br />Now the negative . . my units modem went bad, I sent it to Philips, cost $99 + 25 for shipping.  Recieved it back 2 weeks later saying &quot;no repair made, no problem found&quot;. Unit was still broken, called service and they agreed I should ship it back (another $25).  Again, 2 weeks later returned &quot;no repair made, no problem found&quot;.  Agian I called philips, they agreed and said they would swap unit with a refurbished unit. I asked that they pay for shipping, they agreed and told me I would recieve a UPS call tag via email with 3-5 days. 3 weeks later and a dozen phone calls, still no call tag and each time I called I was promised by a supervisor I would get it the next day. One Tech support guy told me he's seen this take up to 30 days to get a UPS call tag and suggested I just pay for shipping myself if I do not want to wait. I asked them how is it that if I wanted to return something to L.L. BEAM, UPS would be at my house the next day, yet philips can't seem to get one to me for 3 weeks now.  His response &quot;were not L.L.BEAM&quot; <br />At that point, I finally researched the company and contacted the President of the US division. He was wonderful. He was appauled at my story and within 1 hour of talking to him, (still amazed I got him on the phone)I had someone call me to inform me they were shipping overnight a brand new HDR612(The next model up). The unit arrived Friday, but I was not home, so I am waiting for redelivery tommorow. <br />I was happy to see management was very upset with the service I recieved and how quickly they reacted to my situation. Hopefully, this might shake up the servicedepartment and no one else will go through what I went through.<br />To the President of Philips . . Thank You!