[waltwarren]

I've sent several emails to [email protected] over the last 2 weeks with some channel guide problems and a recording question, but received no replies and the problems haven't been fixed. Is email not a valid support channel anymore, or has everyone just been busy getting 3.0 ready?

 

[DrJoe]

If you read the forum -- peruse the posts on "customer service" or lack there of --


Tech support is notorious for ignoring email.


Even e-mail with receipts requested.


Don't even try email --


call them up or talk to the folks here.



Joe


[This message has been edited by DrJoe (edited 10-19-2000).]

 

[StuckOnReplay]

I have to side with Dr Joe here..


I have had several experiences with Tech Support Email with "several" companies and this is what I have experienced 99% of the time.


1. Email is never replied to

2. Email is replied to a week later

3. Email reply is "canned" with an answer I could have thought of myself or read in the user manual.


My suggestion is Call or Post here.. I would say post here because unless you have a very simple issue the phone support will be very frustrating as they will walk you through 20 mins of stuff you have already done before you start getting to the real issue and many times 1st level tech support can't answer the specalized nature of issues people that would read this board would have anyway.


In general Tech Support Numbers are geared towards those people that ask why they can't get a picture and don't realise they have their TV turned off or the unit unplugged.


I always preface my calls (when I have no choice to make them) with letting the rep know that I am a IT professional and telling them I have already cycled the unit through the power up and down stages and have checked all connections, etc. so they can skip ahead in their books or send me directly to 2nd level support. ((Be careful though, telling them this can sometimes tick them off and make them nasty to you but that is the chance you take by calling)).


Well enough of my rambling, hope you see my take on this..
http://www.avsforum.com/ubb/rolleyes.gif http://www.avsforum.com/ubb/rolleyes.gif


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I would LOVE to beta test! I love my ReplayTV.

 

[l8er]

Quote:

Originally posted by DougDingle: Specifically, the ShowStoppers will, on occasion, not change channels on the Hughes boxes. It believes it has changed channels, but it has not. Please don't suggest I change to the IR blaster mode. .

For what it's worth, the IR blaster mode does the same thing, if you have changed channels with the cable box remote rather than using the Showstopper remote. I finally got my wife to start using the Showstopper remote exclusively, and havent' had the problem since. I do remember reading here somewhere that version 3 is supposed to initiate a channel change, even if the Replay box thinks it's already on the right channel (something it doesn't do under 2.1).


-Gary

 

[StuckOnReplay]

Marc:


Here is what I would like to see Replay add to their customer service records on each customer:

___________________________________________

Customer Product Understanding/Skill Level:


[] Beginner [] Low [] Average [] High [] Expert

-------------------------------------------


This would help the tech support people know what level to talk to us on which would prevent wasted time covering simple steps that a Experienced or Expert user would have completed prior to calling in. (not to mention saving money on the incoming 800 lines by cutting down call time)Also I believe it would help with a bit of "attitude" asjustment that I find needed all too often with tech support reps. They are more inclined to interact better with someone that they know is not going to ask them what the play button does on the remote.. or how to turn on the unit.


Just my 2 cents.



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I would LOVE to beta test! I love my ReplayTV.

 

[StuckOnReplay]

Course, I'm sure you would flag my file to EXPERT...


mmmk..


Marc, your so kewl... but you never replied to my direct email. http://www.avsforum.com/ubb/frown.gif


Toodles


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I would LOVE to beta test! I love my ReplayTV.

 

[Amazingly Smooth]

In regards to the channel changing "behind" Replay's back, I believe that this is corrected in V3.0 of the software. Again, as I believe it, a channel change is sent everytime a recording begins. I noticed this last night as my IR blaster failed to change my Dish box to ST: Voyager and instead recorded Felicity. I found that Felicity was recorded on 234, but Voyager was on 238. So I went to the channel guide and selected 238 to see if Replay was on 234 still. At that point the channel changed to 238 (about an hour too late).


Cheers


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ReplayTV -- The only one that had firewire...

 

[moondoggie]

ReplayMarc...


Only 4 unanswered emails in the cue? I sent one to tech support on 10/10/00 at 6:56 am and I resent the email on 10/12/00 at 10:12 am and I am still waiting for a response, any response.


The question was regarding modem hung up errors.

 

[The Robman]

I like the idea of Replay giving us a rating, but I'm not quite sure what kinda process they could use to make sure they are giving us accurate ratings. I'm not sure how reliable it would be to ask customers to check the "I'm an idiot" box!


------------------

Later,

Rob.
http://www.hifi-remote.com/

 

[DrJoe]

Marc,


I sent an original email message on 9/27 to Replay customer support and got a reply from Judith in MINUTES -- asigning me a case number (Case #67046) asking for clarification/details. Happily, I sent the details. Two days later -- no response. So I resent it from the same account, asking for a return-receipt. No response, no return-receipt. Three or so days later I sent a third copy -- from a different email address. I got a return-receipt that time -- at least somebody read it. No replies. I gave up.


In each note I included the case number in the subject.


It was disappointing after such a good start (Judith's response almost came before I sent my question!) I ended up totally ignored.


Even if the answer had been "we can't help you, wait for the new software release!" It would have been an ANSWER.


Ciao


joe

 

[DougDingle]

Quote:

Originally posted by ReplayMike: Hi Walt, Email is definitely still a valid channel. Let me see if I can find out what's going on.

I have the same problem. I emailed tech support with what I consider to be a serious issue (also posted it here), and have gotten no replies at all from either area.


The issue is this: there is a problem with both my ShowStoppers and the Hughes E45 satellite receivers to which they are connected via the serial port.


Specifically, the ShowStoppers will, on occasion, not change channels on the Hughes boxes. It believes it has changed channels, but it has not.


Please don't suggest I change to the IR blaster mode. I specifically looked very carefully and bought everything based on the ability to control the Hughes boxes from the ShowStopper box via the serial cable.


The problem seems to appear if I change channels on the Hughes box via its own remote. After I do that, the Hughes box ignores commands from the ShowStopper UNTIL the ShowStopper issues a "Channel up" or "Channel down" command. Then the Hughes box responds to the ShowStopper again.


I am bringing this issue up again because I got no response the first time, and because last night I recorded an hour of CNN Headline News when the box was set up to record Star Trek, and I am annoyed.


Clearly, there is something in the serial control string that needs to initialize the Hughes box which is not being sent every time. The short workaround is for the software to send a "Channel up" command before sending the direct input channel change.


Please tell me this is going to be fixed soon. Being unsure if the correct channel will be recorded defeats the purpose of having the ShowStopper.