I used to work for TiVo, and while most of the company is very serious about taking care of existing customers and improving the TiVo device and service, its the big decision makers that are the problem. It isn't the current subscriber that they care about, but the potential one.
In the eyes of a few execs at TiVo, losing "a few petulant customers" is perfectly acceptable if it means they can lure in a handful of new customers. The problem is, those "few petulant customers" usually ends up being a pretty big group, and TiVo isn't able to bring in enough new customers to make up for those lost. Not only that, but TiVo is more interested in *cooperating* with everyone, and refuses to realize that the companies they are playing nice with are the *competition*, and those companies are NOT playing nice with TiVo.
But look at TiVo's earnings reports. The only quarter they have ever been in the black was the quarter they won that lawsuit against Dish Network--every other quarter in 10 years has been as red as it gets.