poor cust serv

The idea of tivo is wonderful. I had a similiar DVR with Dish network. ( it is far superior to tivo) I decide to go with cable due to work paying for cable internet and wanted to get tivo. imediately I started having the picture freeze on the screen. I thought being a new technology they would have a way to send a email to get some cust support. I checked and per their website they no longer do cust support thru their site. so the only option is to call and wait for phone support. they also care nothing about the DVR unit.
The reason being is they mak no money on the unit. They only make money on the service. while that is fine. who wants service if the unit will not work correctly.