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Discussion Starter · #1 ·
I called HDTVSupply.com because I saw they had a 6x6 HDMI matrix device. I purchased one from Monoprice and it just didn't work. I called and asked more about the product. The guy who answered was a real nerd. I have no problem with nerds but within 1 minute of talking to him he told me he was an electrical engineer. Ok no problem with that but he must have brought it up 4 more times in our conversation. Again all of this isn't bad. He went on to ask about my setup and native resolutions. He was thorough with his questions to understand my situation. He criticized my choice of cables (they are cheap ones from monoprice I will admit). Then he told me to google "hdmi problems" and I would find 4 million results because of cable size. He went on to talk about the 19 paths in an hdmi cable. He asked if I was going to use a receiver and I said eventually I did plan on it. He told me that was a bad idea. Then he started to say google-ing hdmi problems and I tried to say something and he snapped "You need to let me finish". I should have said thanks anyway but I really wanted to know if I could use his switch. 10 minutes in to the conversation I still didn't have an answer. So as we talked I said I have one more question and I asked about their boosters and he directed me on the website and I said ok one more question and this went on a couple more times as we talked about more things more questions came up. I asked about if the matrix switch doesn't work can I return it and he said yes paused and said but there is a 15% restocking fee to cover the credit card transactions. I was nervous as this is a $2000 device and 15% is not inconsequential! FINALLY I said ok I have one more and he said "Last One". He said something else and I finally said well thanks I appreciate this information and at least it hasn't cost me anything yet. At that point the line went dead. And I thought about it and I said I bet he hung up on me. Well I called back to give them the benefit of the doubt and he didn't answer. I left a message asking the last question bringing back up the receiver and the matrix switch. He had earlier described it as two intersecting 19 lanes of highway with no traffic light. Anyway I called back the next day to see if someone will answer and they don't. So I select the option to place an order. I ask the nice lady if she is an employee or an order take from an outsourced company. She didn't understand so I finally asked if she worked for hdtvsupply. She said she did and I asked her if the man who has a electrical engineering degree is the owner and she informed me that he is. I then let her know I would never buy from there ever and thanked her and wished her a good day. Too bad because their prices aren't bad and their products look nice enough on the website. Customer service from the owner himself was lousy and downright rude. He lost my business.
 

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Thanks for sharing. I was thinking of ordering a HDMI matrix with built in edid from them about a month ago. I communicated with them through email only, and my questions were answered, very short answers. I was told to google hdmi problems too. Basically I was told that matrix switches aren't made to work with receivers, and nothing would work in my set-up. But if I order the switch, "there is a 15% restocking fee, do you want to order one, or not," I was told. I ended up ordering one from Firefold, without the built in edid, and it did not work in my set up. (I will be trying to sell that one shortly) So I ordered one from HDTVSupply, and it worked. I was pretty unhappy with the tone and short answers, but their product worked for me. I am still not sure if I would order anything else from them. Just my story.

Cheers,

Matt
 

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Discussion Starter · #4 ·
I found a switch by a company names Kramer. It has EDID. I found other people selling them for much less however their restocking fees seem to be MUCH higher like 25 to 35%!!! Anyway I asked a couple suppliers who didn't specify their restocking fees on their site. I feel like if it doesn't work it shouldnt be on me but I guess it is...


Anyway we will see!


Thanks!


Neil
 

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Quote:
Originally Posted by heffneil /forum/post/18306419


I found a switch by a company names Kramer. It has EDID. I found other people selling them for much less however their restocking fees seem to be MUCH higher like 25 to 35%!!! Anyway I asked a couple suppliers who didn't specify their restocking fees on their site. I feel like if it doesn't work it shouldnt be on me but I guess it is...


Anyway we will see!


Thanks!


Neil

Welcome to the world of custom installation
... everything is on you now. You would be amazed at the number of products we waste our time and money on while trying to come up with solutions for clients.


This is why most CI's have a single "go-to" product for every application and they wont budge. They dont want to waste their own time or the clients money being a beta tester for every electronics manufacturer.
 

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I had a question about many of the HDMI matrix swithes available on HDTVsupply.com. There doesn't appear to be any brand associated with them... How can one find out who makes a particular switch and what kind of reputation for quality they have short of calling HDMIsupply.com and relying on their assurances?
 

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Victor73- It's stuff made in China rebranded as a HDTVsupply product. Take their "on sale" 4x4 Matrix HDMI/Cat6 switch for example. http://www.hdtvsupply.com/hdmi-matrix-switch-cat5.html It has part number HDTVHSS0404E. Remove the HDTV and google HSS0404E. You will discover that the product is really made by Hinen Electronics (Shenzhen).
 

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I had come across this post before I called them today, so I was a little apprehensive when I did. But I had a great experience and wanted to share.


I called their sales line after having an issue with the Monoprice 4x4 Matrix. HDTVSupply sells the same item but white-labeled under a different product number ( http://www.hdtvsupply.com/hdmi-matrix-switch-cat5.html#axzz2YmszHeoG ), per NJ Jackal's previous post.


The Monoprice one crapped out on me so I was looking for a replacement. The sales rep said it was likely an issue with the power supply so now I have a new cord on the way and I'm hoping that's the fix. Might have saved me from spending a ton on a new system - which he could have easily steered me toward. Based on that experience I will definitely look to them for future business.
 

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Discussion Starter · #9 ·
Perhaps you talked to someone else or they just got better. I hope they got better. When you can buy the same product from Monoprice I don't know why you wouldn't. Monoprice's support is great and their prices are amazing without a huge markup. I buy as much as I can from Monoprice.


FYI I know my original posts are old but the kramer matrix switch is amazing. It does EDID and I have no issues whatsoever with my directv hd tuners and my 4 tv's


Thanks!


Neil
 

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I just purchased from HDTV Supply, and I did not do it to buy the same matrix Monoprice sells, but to get one that really worked well. that is the difference for me. I have had no fewer than 4 different Monoprice Matrices, and NONE of them worked they way I would like. I put up with glitches, EDID issues (Even though all my sinks have same capabilities), resulting intermittent failure to sync problems, etc. Generally a crappy experience all around.


Now, I spent more like $600 to do 4x4 to CAT6 distribution, but now it truly works absolutely glitch free. No blanking/resyncing of displays when another sink get's powered up, switches into the same source as your watching in a another room, etc. It just works period.


The sale guy was helpful, and recommend the Shinybow stuff if I wanted the switching to be solid and utterly transparent, and that is the way it turned out. Much better than having someone try to up-sell you new HDMI cables when you are calling complaining about the reliability of the switching and syncing (was already using their high-speed cables and still do). I already knew the reason my Monoprice 4x4 matrix finally stopped working was the transformer, but It's not even worth digging up a new wall wort for that POS.
 

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BTW, As mentioned, still use Monoprice cables. They have fantastic value on cables. It's just their electronics that are bottom-barrel.
 

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Quote:
Originally Posted by Roberyu  /t/1234516/why-i-will-never-ever-ever-buy-from-hdtvsupply-com#post_23524896


Now, I spent more like $600 to do 4x4 to CAT6 distribution, but now it truly works absolutely glitch free. No blanking/resyncing of displays when another sink get's powered up, switches into the same source as your watching in a another room, etc. It just works period. .

Which unit did you end up getting, if you don't mind me asking?
 

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I'm considering that same one right now. Struggling with the best remote option since that setup won't handle IR. The RF20 has a great price point but I don't love the layout (no skip ahead / skip back buttons, which I use all the time). Is that what you went with for a remote?
 

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I'm in the same boat as Roberyu. I have a setup with two 4x4 matrix over cat 6 from Monoprice and both units crapped out after 13 months. I cant see myself buying replacements from Monoprice again. I don't mind spending a bit more (even double) for a solution that works flawlessly and will last. So I too am looking at the HD-44 4x4 from HDTV Supply with the hdmi to cat6 extenders.


My question is also about how to handle IR? The monoprice unit passed IR signals and it worked well enough. I have two cat6 lines run to each screen so I suppose I could use an IR over HDMI solution but I assume that would be pricy to do this for 4 screens. Any recommendations would be appreciated.
 

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I called HDTVSupply.com because I saw they had a 6x6 HDMI matrix device. I purchased one from Monoprice and it just didn't work. I called and asked more about the product. The guy who answered was a real nerd. I have no problem with nerds but within 1 minute of talking to him he told me he was an electrical engineer. Ok no problem with that but he must have brought it up 4 more times in our conversation. Again all of this isn't bad. He went on to ask about my setup and native resolutions. He was thorough with his questions to understand my situation. He criticized my choice of cables (they are cheap ones from monoprice I will admit). Then he told me to google "hdmi problems" and I would find 4 million results because of cable size. He went on to talk about the 19 paths in an hdmi cable. He asked if I was going to use a receiver and I said eventually I did plan on it. He told me that was a bad idea. Then he started to say google-ing hdmi problems and I tried to say something and he snapped "You need to let me finish". I should have said thanks anyway but I really wanted to know if I could use his switch. 10 minutes in to the conversation I still didn't have an answer. So as we talked I said I have one more question and I asked about their boosters and he directed me on the website and I said ok one more question and this went on a couple more times as we talked about more things more questions came up. I asked about if the matrix switch doesn't work can I return it and he said yes paused and said but there is a 15% restocking fee to cover the credit card transactions. I was nervous as this is a $2000 device and 15% is not inconsequential! FINALLY I said ok I have one more and he said "Last One". He said something else and I finally said well thanks I appreciate this information and at least it hasn't cost me anything yet. At that point the line went dead. And I thought about it and I said I bet he hung up on me. Well I called back to give them the benefit of the doubt and he didn't answer. I left a message asking the last question bringing back up the receiver and the matrix switch. He had earlier described it as two intersecting 19 lanes of highway with no traffic light. Anyway I called back the next day to see if someone will answer and they don't. So I select the option to place an order. I ask the nice lady if she is an employee or an order take from an outsourced company. She didn't understand so I finally asked if she worked for hdtvsupply. She said she did and I asked her if the man who has a electrical engineering degree is the owner and she informed me that he is. I then let her know I would never buy from there ever and thanked her and wished her a good day. Too bad because their prices aren't bad and their products look nice enough on the website. Customer service from the owner himself was lousy and downright rude. He lost my business.
Aaaamen!!!

So I had one HDMI matrix die. I called in to get a new one and they recommended an 8x8 boxed with 8 hdmi to cat6 converter sets. Nice price, I thought great. But it kept losing connection, snowy screen or black screen, requiring reboots. I emailed in right away, and crotchety old Jim told me to google this and that and asked me a million questions. All I should have needed to say as a customer is that the one I had before worked, and this one ****. But, no he dragged it on and on grumpily. Finally the return period ended! I even offered to buy a waaay more expensive $5000 one, but they refused the return. So, I went on eBay and got the $5000 one for $2800. And guess what, it works great. So now I have an $1800 doorstop. They even fought my credit card company rather than take this piece of junk back. Jim, if you don't want to deal with reasonable customers, start a business that does not deal with the public.
 

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Discussion Starter · #19 ·
Yeah I posted my original complaint a long time ago and I have never forgotten the incident. I just hope other people call and ask for some support before deciding to make a purchase. Sorry to hear about your problem? Perhaps a warranty claim would help with the manufacturer or if you used certain credit cards they provide some consumer protection like extended warranties and accident protection, Good luck! What did you buy btw? I am curious?
 

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Jim, Jim, Jim.... lol (when i say "they" or " them" or "their" below, I mean Jim)


Dec 15 2020: Pre Ordered the 8k 1x2 splitter with a disclaimer it would ship around Late Feb 2021.

Feb 18th 2021: Mike Torre sends me an email: "We wanted to update you on the status of your order. The 8K splitter you have on order has been purchased back to Mid to end of March. We apologize for the extended delay."

Feb 25th 2021: Received an email with an update and ship dates of their 8k products, and they said "If you do not see your product the delivery will be later. " which meant past April 2021 with no idea of when it would actually ship.

May 5th 2021: I send them an inquiry (email) asking for an update. Reply: "Microsoft (Xbox) and Sony (PS5) are not even shipping 8K products due to the 8K chipset issues around the world as well as other vendors, we may be the first. We will be shipping our 1x2 8K splitter in 30 days as they are in preproduction..."

June 2nd 2021: I send another email inquiry asking for an update. Reply: "Unfortunately not due to the worldwide semiconductor and chipset chaos and the instability of the 8K chip sets. They are still in pre-production. There is no firm date yet but we're shooting for 45 days." (website says "Huge Backlog - June Delivery" and "usually ships in 4-6 weeks")

August 2nd 2021: I receive an email from them "Thank you for your past order of an 8K 1x2 HDMI Splitter. 8K chip sets and worldwide semiconductors are becoming available again, thank goodness, and our 8K 1x2 HDMI Splitters are in stock and once we do the testing on your order it will ship, probably this week."

September 3rd 2021: I send them an email asking if they shipped the item, and if not what is going on with the item. They replied "We have found a flaw in the 8K chipsets that we use that impacts the VRR and we have withdrawn the unit from the market until we fix it." (website says "item out of stock")

Today. Sept 16th 2021. The item is listed for sale with a promise of "usually ships same business day".

I still do not have the item, nor any notification it has shipped.

Do note tho, I pre purchased it Dec 15 2020 for $150, and somewhere around Jan 2021 they raised the price to $200. And during this whole ordeal, Jim has constantly tried to force a refund on me.

Photograph Light Product Font Screenshot


 
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