Originally Posted by mandragora
It's a bit disappoiting the fact that nobody from the DVDO support is coming back to me.
I've sent them the first email on the 24 of October and the second one two days ago.
Is it normal or just the DVDO support doesn't care ?
I apologise for the rude post, but at least I was expecting from them something like "Dear Sir..... we are sorry but your unit is dead!"
but maybe I'm wrong
I sent an email to firstname.lastname@example.org
yesterday (Thursday) early in the morning (central/US time), and got a reply back from Ken N. at DVDO late that night (~8-9pm central/US). Granted, my question was a very simple and easy one, asking if the SCART/CVBS sync inputs could be used for standard composite NTSC on the Edge. His response- no, but they can on the Duo. (Doesn't help me much since I have an Edge not a Duo, but he didn't know that. I could have been an interested first-time customer for all he knew.)
In my experience the more complicated the issue, the longer the response time. Be sure to give over-and-above-way-too-much detail in your situation. What you have connected (inputs and outputs), how long it DID work, anything that's changed in recent months, how you typically use the system, any oddities you've ever experienced before, etc. The more details the better. Most likely they will NOT have your exact hardware configuration to try and re-create the problem, but the more details you can give them, the better. Can you view the DVDO Info/menu screens and just no input content, or will the menus not even come up? Stuff like that.
Overall I have found their customer support to be adequate within existing supported features/use. Trying to hook up something funky (odd game system, other video processor outputs, etc) gets somewhat complicated and likely they won't have the answers. I have found that rather than replying with a negative response ("sorry, we cannot help you" or "sorry, it's dead" or "we have not yet been able to recreate your symptoms"), you tend to hear silence. Easy resolutions are quick responses. A second email on the same subject should get a reply of some sort. (hopefully)
You're overseas- I don't know anything about Skype, but can you Skype into their customer service number for free?