Act IV:  In which I begin losing faith in TiVo as a wonderful product and helpful company

TiVo Customer Service Rep: Hi, thanks for calling TiVo.  I have to warn you that our systems are down tonight, so if it’s anything technical, I probably won’t be able to help you.  What’s your problem?
Keith: My remote control’s not working.
TiVo CSR: Well, sir, our system’s down tonight, so that may be causing some problems for you.
Keith: I don’t understand.  How could your system being down affect my remote control?  It’s not working at all — it’s not controlling the TiVo or the TV like it usually does, and it shouldn’t need access to the TiVo systems to do either.
TiVo CSR: You say your remote control isn’t working?
Keith: That’s right.
TiVo CSR: Well, we can go ahead and send you a new one.  Can I get your TiVo Service Number?
Keith: Sure, it’s--
TiVo CSR: Hang on a moment, please, I need to write this down.
Time passes....
Keith: You still there?
TiVo CSR: Yes, sir, I was waiting for you.
Keith: Umm… okay… here’s my Service Number.  [gives service number]
TiVo CSR: Great, we’ll send you out a new remote.
Keith: It’ll be free, right?  It should still be under the 90-day warranty.
TiVo CSR: It should be.
Keith: Great.  How long will it take to get here?
TiVo CSR: Yes.
Keith: What?
TiVo CSR: Yes, we’ll send you out a new remote.
Keith: Uh… huh.  How long will it take to get here?
TiVo CSR: Three to five business days.  Is there anything else I can do for you tonight?  I have to warn you that our systems are down, so I won’t be able to really help you with anything technical.
Keith: No, I just… need the remote.  The TiVo’s pretty useless without it.
TiVo CSR: Well, sir, our systems are down, so that could be causing some problems for you tonight.
Keith: Right… thanks.

Edited to add: The insanity continues — I got an e-mail confirmation from TiVo this morning… she had the wrong remote sent, it won’t work on my model.  I have to call back and see if they can change it to the right remote before this one gets shipped out.