Lindend,
Please pass this posting to the appropriate Pace management.
Thank you for your continuing concern and assistance.
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9/19/08
To Whom It May Concern.
This is the 5th. month anniversary of my original posting regarding the 778x's problem with "ff" and "rw" tricks on SD and HD content carried on HD encoded cable channels.
Following my posting, I discovered that this issue was not new, but had been complained about previously by other forum members. It was also discovered that the problem apparently wasn't limited to the 778x, and that it affected subscribers of multiple cable systems. As such, it is impossible to estimate how long Pace has known about the problem, and how many Pace STB users are affected by it.
I would think that 5+ months would be more than adequate to resolve this issue.
However, there has been no apparent progress on resolving this widespread and well-documented problem. There have been a couple of postings regarding beta testing possible solutions, but the problem persists, and there is no end in sight.
Without a solution, Pace continues to deliver defective products to it's customers, the numerous cable systems that use the affected Pace products, and ultimately to the cable companies' subscribers. These are products that Pace knows have been, and continue to be defective when used in the cable enviroment for which they should have been designed.
The issue has been described as being related to problems with the time code transmitted by the cable companies. But even if true, it becomes an excuse which attempts to deflect the responsibility from Pace to the cable operators.
Time code inconsistencies shouldn't have been a surprise to Pace if its testing protocols adequately reflected the real-world environments in which the STB's would be used.
This situation has now transitioned from an annoyance we have been asked to tolerate, to an intolerable, well-documented, widespread defect which affects untold thousands of Pace users. We are being asked to continue to accept the unacceptable, while we continue to pay our cable companies for these flawed products.
Pardon the frankness, but enough is enough. Pace shouldn't permit itself to continue this disrespect of its customers and users.
We need a positive resolution, and we need it sooner than later. To not supply a solution reflects unfavorably on Pace, and is intolerable, if not actionable.
Please advise when we, the numerous Pace 778x and other affected users, will have a solution available, either through a software update or replacement STB's that function as promised.
This is not a time for a simplistic, "We're working on it, but it's hard." or, "It's not our fault." or, "We're still beta testing." After this amount of time, there can be no delays or excuses.
This is time for a prompt and constructive reply which includes acceptance of the responsibility for the problem, an apology to all the users who have been affected by it, and a detailed solution and timetable for resolution of the issue.
On behalf of all those Pace users who have been unfairly asked to continue to put up with this and numerous other problems, while we continue to pay for defective services, thank you for your prompt attention to this issue.
For myself and all the other affected Pace users,
HDjunkie03
