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Discussion Starter · #1 ·
MyReplayTV.com has been down for three days with no explanation forthcoming. I filled out the Customer Care form on the Replay site as follows:


"Lack of informed customer support is going to kill ReplayTV.


I have three 4532s and love them. I travel incessantly and access to MyReplayTV is absolutely critical. It is/was a major selling point for the units, not an optional extra.


Your servers have been down for three days, presumably a case of inadequate back-up resources how else can you explain such ridiculously long down-time. At the very least, why can't your company COMMUNICATE such problems on its web pages. Calls to India illicit the response "what is MyReplayTV"!!!!!!!!!!! Why don't you understand that your appalling customer service response is killing your company? How difficult would it be to put something on the web site to explain the situation, or send an Email to all your registered customers. At least this might show that you care about people, some of whom have spent thousands on your machines.


You're driving us towards the new Pioneer/TiVO combo."


I received a quick automated response; clearly no human had read the above. It was simply a form directing me to the FAQs on the site. To make matters worse, the automated message directed me to send an Email to their Customer Care Representative if the FAQs didn't answer my questions - this turned out to be the exact same page as I used in the first place.


No doubt filling this out would have provided me with another automated response and an eternal loop would have ensued.


This company can't even do the simple things right. It's not a question of financial resources; it's a question of top management knowing what they're doing. Clearly they don't.
 

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Discussion Starter · #2 ·
Well, apparently it can get worse. My reply to their automated response in the first post above elicited yet another, identical form response.


It would appear that no individual will/can respond.


What a farce!
 

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I changed the subject of this thread to something more descriptive of the subject.
 
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