I'll try to keep this as short as possible...
Back in February my 5080 starting acting funny, getting stuck in loops and locking up once a day or so. The symptoms were closer to a bad hard disk than any of the problems I read about here, so I called SonicBlue for an Advance Replacement unit, as stated in the Warranty book. Since the unit was still working, that could have allowed me to keep all the programming on the unit, and simply transfer it to the replacement one.
The Supervisor, Angela W. in the US tech support office told me that they were not doing Advance replacements anymore, and got me an RMA number. She said they ship 2nd day, so it should only be three or four days from when they get my unit until I get it back. Maybe a total of ten days without the Replay. Over the next few weeks, I bought a 120 GB hard drive, got DVArchive working, and moved over all my shows.
On March 21, I shipped the unit back to Memphis. It arrived and was signed for on March 26. I called on the 28th to ask if I could get a tracking number for the returned unit, and was told that there was a 5 business day turn around, but the replacement should be sent the next week. Just to be complete, I got a new case number to track the return.
I called early the next week and spoke with a Monica in the India office and asked about getting a tracking number. She told me that the unit had not been sent out, because there is a 10 to 12 business day turn around. I was upset about this, but since the sale announcement I can understand some confusion and delays. She put me on hold for a while to talk to a supervisor. She came back and assured me that the unit would be sent back, and it should arrive April 10th. She gave me a new case number.
I called again today (April 8) to get a tracking number, since it would have to be shipped today to arrive by April 10. This time the CS rep in India (did not catch his name) explained that it was not shipped because there is a 10 to 15 business day processing time. He said that due to the company issues, they stopped shipping units for 7 to 10 days (which means that they had stopped when I called the week before and did not tell me). He also went to the supervisor and came back and assured me that my unit would be sent and I should get it in another 7 business days (April 17). In case I do not get it, I got another case number...
Has anyone else here had a problem like this? I don't have monthly service charges to get credited or anything since I have the lifetime, so what compensation can I get for them taking weeks longer than they promised? At this point I am not even sure if I will ever get it back. Every week I am told it will be one more week.
Back in February my 5080 starting acting funny, getting stuck in loops and locking up once a day or so. The symptoms were closer to a bad hard disk than any of the problems I read about here, so I called SonicBlue for an Advance Replacement unit, as stated in the Warranty book. Since the unit was still working, that could have allowed me to keep all the programming on the unit, and simply transfer it to the replacement one.
The Supervisor, Angela W. in the US tech support office told me that they were not doing Advance replacements anymore, and got me an RMA number. She said they ship 2nd day, so it should only be three or four days from when they get my unit until I get it back. Maybe a total of ten days without the Replay. Over the next few weeks, I bought a 120 GB hard drive, got DVArchive working, and moved over all my shows.
On March 21, I shipped the unit back to Memphis. It arrived and was signed for on March 26. I called on the 28th to ask if I could get a tracking number for the returned unit, and was told that there was a 5 business day turn around, but the replacement should be sent the next week. Just to be complete, I got a new case number to track the return.
I called early the next week and spoke with a Monica in the India office and asked about getting a tracking number. She told me that the unit had not been sent out, because there is a 10 to 12 business day turn around. I was upset about this, but since the sale announcement I can understand some confusion and delays. She put me on hold for a while to talk to a supervisor. She came back and assured me that the unit would be sent back, and it should arrive April 10th. She gave me a new case number.
I called again today (April 8) to get a tracking number, since it would have to be shipped today to arrive by April 10. This time the CS rep in India (did not catch his name) explained that it was not shipped because there is a 10 to 15 business day processing time. He said that due to the company issues, they stopped shipping units for 7 to 10 days (which means that they had stopped when I called the week before and did not tell me). He also went to the supervisor and came back and assured me that my unit would be sent and I should get it in another 7 business days (April 17). In case I do not get it, I got another case number...
Has anyone else here had a problem like this? I don't have monthly service charges to get credited or anything since I have the lifetime, so what compensation can I get for them taking weeks longer than they promised? At this point I am not even sure if I will ever get it back. Every week I am told it will be one more week.
