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rant tech

And Sony wonders why they’re losing to Samsung and Apple

We have a Sony DirecTV/Tivo unit my mother-in-law gave as a Christmas gift to us several years ago. In techno-age, it’s ready to retire and move to Florida, but it still does the job, and the TiVo interface is still light-years ahead of DirecTV’s own DVR receivers, of which we have two.
Some of the buttons on the Sony remote have stopped working, however, and it’s finally gotten to the point where we need a new remote. A trip to Sony’s web site reveals they no longer sell the remote (shocker, I know), but there is an online form with which you can inquire as to parts. So I fill it out, noting we have the DirecTV receiver/TiVo DVR combo unit, as well as putting in the only part numbers I’m able to find any where on the remote itself.
This was a month ago.
Today, I receive a reply from Sony. Therein, I’m told:

I think you might have model SVR2000. If this is it, the remote is rmtv303 (147603612) which is nla. Please go on www.yahoo.com and type in either the part number of the model number of the remote and do a search. There still should be internet distribuors that carry it.
Fine and dandy, this was along the lines of what I was expecting. Except the genius got the model number wrong, and the part number for the remote wrong. I only discovered this after doing exactly what is suggested above, running a Yahoo search. On one page which listed several remotes, I discovered another part number for a Sony TiVo remote, and it turned out to be the correct one.
For the record, the SVR2000 is the Sony TiVo DVR; it is not the DirecTV receiver/TiVo combo. That is model SAT-T60. The remote part number for the SAT-T60 is RM-Y809. I found a new one for $55, with a 30-day, money-back guarantee (yay, Yahoo!). This is future reference for myself, as well as help for anyone else who may find themselves in a similar situation.
I just think it shows very bad form for a Sony employee to, (a) take a month to respond, and (b) when finally responding, providing the wrong information. I was very explicit in noting that we had the DirecTV receiver/TiVo combo, and not the TiVo-only SVR2000.
Sony has rested on its laurels, and formerly well-deserved reputation, for too long, and it continues to result in products no one are buying, and poor customer service after the fact.