Help with Maplins.

MsGadgetGirl

Hi all.
After having a problem at Maplins today and coming away with a £200 brick, I googled my problem and stumbled on this amazing site.
Loads for me to read, but first of all can anyone advise / recommend on my best plan of action.

In early April this year I bought a Cyclone MKV enclosure HD / HDMI 1TB network media player costing £200 as shown on their site here - maplin.co.uk/Module.aspx?ModuleNo=387638

I opened the item to try it for the first time last night, first proper opportunity as had to move a lot of other electronics out the way first.
It powered up but froze on the tv screen. This was whilst being connected to the tv via hdmi cable and usb to the computer (tried 2 laptops with same effect)
Spent 2 hours trying to get it to work with no avail.

Took it back to the maplins bought from asking for an exchange NOT a refund as really wanted the item.

It has fallen outside of their 28 day returns policy so was told the only way I could get a refund OR exchange was if it was faulty.

They tested the item on a tv and it worked.
After a two hour ridiculous session they were adamnent that it would have to be sent away to be checked properly and if faulty then the exchange or refund could take place. If they couldn't find a fault then there was nothing they could do.
It didn't get heated but clearly they were not going to swap it for a working item even though they said they had them in stock and basically tough and that I should have checked it before the 28 days!

I would agree with that if I wanted a refund, but I don't! I just want a working item that I have paid £200 for.

The lady on the customer service line was hopeless, although was friendly but it appeared she was following a script and had no one senior to try and resolve this. I did catch some little fibs but was trying to stop it getting heated so let those drop!

I've brought it home and yes, like at the shop if it is connected to a tv only it works great but not much use as the whole point is to transfer data from the computer to either stream or play from the product itself which is done by usb and that is where the fault is.
The item does work through sending data via wireless network but still has problems of having a usb cable connected? We hadn't got this far last night as couldn't get to a menu.

At maplins they didn't connect it to a pc and I' m pretty certain he said they didn't have the facilities there.

Okay, yes we could send it off to be checked but to be honest if its not working I can't understand why we cannot have an exchange bearing in mind we have just tried it for the first time.

The guy admitted there that it he couldn't power it up he would have done an immediate exchange or refund.

So are they encouraging people to break items in a way which means it won't power up to get this. Let me make it clear though I am not going to do this, 1 for the point it is wrong and 2 surely I have rights as a customer?

Am I being unreasonable? I'm not saying I am right and they are wrong but it seems very unfair.
What would you do in my situation?

Browntoa

this item....

http://maplin.co.uk/Module.aspx?ModuleNo=387638

MsGadgetGirl

yes thats it thanks, sorry the link went a bit funny!

fozmcfc

MsGadgetGirl wrote: »

yes thats it thanks, sorry the link went a bit funny!

Sorry I can't really help you with your query, but just to say new users cannot post links, so it wasn't your fault

Good luck in getting the problem solved.

Bowling_4_Gold

If you do have to send it to Maplin for testing, just include a covering letter stating the fact it should work while connected to the PC, which you claim it does not.

If you are right, and they test it correctly, then they will replace/repair/refund you.

I suggest before you initiate the process, that you test it on someone else's PC AND TV, to ensure it is not iscolated to the TV you are using.

Mankysteve

There perfectly within there rights to send it off for testing. As your within 6 months its up to them to prove its not faulty.
Your option are refund/repair/replacement but non the option must not put the retailer out of pocket. Ie if repair is cheaper than replacement they can do that.

Agreed with Bowling

MsGadgetGirl

hi thanks for your replies. After a bit of delving on the internet it appears it is a known "fault"? whereby the product does not work properly with both a usb cable in at the same time as the hdmi cable. Although it does not state on the box or instructions anywhere that you can only have one plugged in at a time, it appears this is what is causing the problem. Whether or not is a fault or not is one thing but it does make the use of the machine a pain now as I have to unplug it every time I use it which with my huge media set up involving various electrical appliances is not easy to do.

So okay situation is it will work but not as described in the manual. Thing is it is a neat item so I'm trying to decide whether the inconvience caused by the usb / hdmi cable conflict is workable with. I guess that's my opinion.

Mankysteve

Have your tried to use the Lan connection port? much quicker connection speed anyway.

DVardysShadow

MsGadgetGirl wrote: »

Am I being unreasonable? I'm not saying I am right and they are wrong but it seems very unfair.
What would you do in my situation?

Yes, you really need to get to the bottom of what is wrong. I have not checked out the maplin details, but I understand that the device connects to a network and allows you to stream media to a tv etc.

If this is the case and you are using USB, then I don't expect it to work at all well, espacially if it is the old USB 1.2. The newer USB 2.0 should be better, but either way, USB is a pig's ear for serious data transfer. Maplins have demonstrated your gadget works. Now, how did they get the signal to it? If it was wireless, can you do the same? Otherwise, you need to use the ethernet [LAN port] like Mankysteve says.