TiVo Support moved to 3rd party?

The past three days, I have submitted three support requests with TiVo - starting with the removal of the Video Podcast Download capability and the crippling of the Download Manager. I have submitted tickets in the past with TiVo and used to login, then submit the ticket and see the list of past tickets and get acknowledgement e-mails within 24 hours. I didn't always get the answer I wanted, but at least I knew some human acknowledged the issue. These past three nights, I have logged in as before, but when I click on the Contact Us button, I get sent to a third party web site: http://ift.tt/1Feltfu -- which might be OK, but so far, I am less than impressed. This domain (force.com) is registered to Salesforce - a third party. There is no continuity between tivo.com and force.com. I now have to fill in a form with my name, e-mail, phone number, TSN, then fill in the text box with details. I have to go back to tivo.com to look up my TSN, then back to the form to fill it in. OK, so that's not too painful... but then I fill in the form and get an automated e-mail, but no response from a human. I don't have a tracking number, I have no way to refer to this ticket. I cannot understand why they have changed this, but I do not find this to be an improvement. Has anyone heard from a human at TiVo support in the past three days?