What the heck is wrong with TiVo Customer Service?

I've been a TiVo customer since 2000 -- started with two of the Sony DVRs, and including Minis, my accounts shows 12 TiVos over the years.

I currently have two active TiVos on my account -- a 6-tuner Romeo with 3 minis that works very well, and my son has a 2009-era HD-XL that's on my account. He just moved an apartment that's served by Grande Cable, and they actually provide TiVos, so I want to deactivate his 2009 TiVo and avoid paying $10/month for a disconnected box.

It's been years...

What the heck is wrong with TiVo Customer Service?

What the heck is wrong with TiVo Customer Service?