Here's the second session of a lovely conversation between myself and a struggling Sony help agent:

chat id : 60f92033-758a-45ff-95b1-c0d139cbf266
Problem : need code for tivo

Warren_ > Welcome to Sony Online Support. I will be glad to assist you.

Art > oh, good, it's you again

Art > continuing the tivo code discussion

Art > you suggested I download the manual from the website

Art > as I told you in the very beginning of the conversation, I did download the manual, and the codes

Warren_ > I can understand your concern, however you cannot program the Tivo DVR with this Remote Commander.

Art > the code booklet, in .pdf format, that's listed on the American support site, is a scan of the UK code booklet

Art > the code booklet that came with the American remote that I bought here in the US is different from the code booklet that is on the American support site

Warren_ > Did you download the component code manual using the link I have sent?

Art > you sent me a generic link that takes me to the support document site. The manual there is wrong. the code booklet that came with the remote lists "DVR", next line says" Tivo", and the next line lists "Sony" witha code, after which it lists "Philips" with a code. Neither of those work with Tivo-brand Tivo unit

Art > I went do docs.sony.com, put in my model number, clicked on "component codes", and it's giving me the UK version of the booklet.

Warren_ > Art, we not have any code at all to control a DVR with this Remote Commander.

Art > You have told me the same thing over and over. How about asking someone else who might know

Art > If you have seen the same pdf booklet that I have seen, tell me this - why would an American booklet list "Analogue Satellite"?

Art > Since when do we use "Analogue"?

Art > I keep telling you - my booklet is different from what's on the website, which is why I'm assuming that there might be a newer code that you don't know about

Art > you keep telling me there's no code for DVR - and yet there are two codes

Art > how about this then - you tell me which Sony universal remote does support the TIVO

Art > just remember - right now I have about a dozen high-priced Sony items around my home. Your actions will determine whether I throw out all of these items, boycott Sony products from now on, tell everyone I know how poorly your company is run, and forward this transcript to Sony executives, as well as post it online for all to read - or you put in just a little bit of effort, and help me solve my problem

Art > whether it means you asking someone who actually knows something, or me getting another Sony remote

Art > or me regretting every buying Sony products

Warren_ > I can understand your concern.

Warren_ > Can you please let me know the codes you are referring to? Thank you.

Warren_ > I meant the codes for Sony DVR.

Art > I don't have the booklet with me, but the code is, I'm pretty sure, 3109 or 3102

Warren_ > Please stay online while I check this information for you.

Warren_ > I am sorry for the delay.

Warren_ > Can you please confirm the model number of the Remote you are referring to?

Art > rm-vl1000

Warren_ > I am sorry to say that, the manual available with me for this model does not have any code to control a DVR.

Art > Does your manual list "Analogue Satellite Receiver"?

Warren_ > Yes, it says/

Warren_ > I am sorry for the typo.

Warren_ > Yes, it has the code for Analogue Satellite Receiver.

Art > Americans spell it "Analog", in case you don't have a Webster's dictionary nearby.

Art > only in the UK/Australia is it spelled Analogue

Art > as I've told you over and over, the support website has the wrong manual

Art > and if you find the american manual, it lists DVR, followed by TIVO, followed by "Sony" and "Philips" codes

Art > so are you planning on putting any work into this, and perhaps have this oversight fixed, as well as figure out an answer, perhaps by contacting an engineer or someone who knows what they are doing - or do I start contacting the media about how terrible the customer support is?

Warren_ > I am working on this issue, please stay online with me.

Warren_ > I will forward a link where you can find the latest code available with this Remote Commander.

Warren_ > http://esupport.sony.com/perl/model-remote.pl?mdl=RMVL1000&LOC=3

Warren_ > Are you able to view the page?

Warren_ > Since this page too does not have any code to control a DVR and the situation needs special attention I suggest that you contact our Home Video Hotline team at 1-800-222-7669.

Warren_ > Their timing are:
Mon - Fri: 8:00 a.m. - 9:45 p.m. (EST)
Sat & Sun: 10:30 a.m. - 7:00 p.m. (EST).

Warren_ > Are you online with me?

Art > yes

Art > I can't click on the website

Warren_ > Is there anything else that I can assist you with today?

Art > can you put the link into the "Websites" so I can click on it and take a look?

Warren_ > Please click on the link I have sent, it will open in a new window.

Warren_ > Are you online with me?

Art > nope

Warren_ > Thank you for contacting Sony Online Support today.

Warren_ > Analyst has closed chat and left the room