Humax - poor support

YellowSupporter

I ordered a Grade A Humax PVR on 30/11 to replace an older box which was on its last legs. The PVR arrived and worked fine for a few days after which it lost all channels.

I reported this to Humax support on 17th, and having heard nothing by 19th I called them. After verifying that the channels could not be found manually, I was emailed a exchange form which I filled in and mailed back asking for an exchange asap.

All went quiet, so I called on 24th Dec. To be told that there were no replacements available, so I asked about refund or possibly buying an alternative PVR instead. This was in the morning, and I was told sales would call back that day to discuss. I didn't get any call.

I mailed over the Xmas bank holiday and recieved a reply early on 27/12 asking if I wanted courier or post for return. I said courier and asked for a pickup date as early as possible. Again all went quiet.

Late on 27/12 I recieved a second response to my Xmas mail telling me to contact support to get a return number (which I already had). I then called and eventually found that a pick up could be arranged for the 6th Jan and a refund would not be made until the PVR gets back to Humax. Since I'll be at work on 6th this is not really an oiption for me.

In summary, I've called around 6 times, mailed the same amount and had one reply, which then petered out when I responded to it.

I'm frankly quite angry about this, they have had plenty of time to respond and at no time have Humax made any attempt to keep me informed. Fortunately our old PVR has managed to cope with Christmas, but we've had no HD etc.

I feel that I should ask for compensation for my time and the cost of the calls, but I also feel something shoud be offered by Humax to make up for the trouble and missing HD channels etc,

Does anyone have any comments?

System

You seem very impatient. You don't appear to give Humax much time to respond to your emails.

Its xmas, I can't imagine they have much staff on over the xmas period as Humax support is hardly an emergency service.

Its also not their fault that you're at work on the 6th of Jan and they have offered you post instead of courier collection so just take that option.

It doesn't seem a big deal at all.

YellowSupporter

Its mostly a question of the utter lack of response, I have had no contact FROM humax other than an email asking if I wanted courier or post. This could all have been sorted out very quickly if humax had responded to my mails

powerful_Rogue

YellowSupporter wrote: »

I mailed over the Xmas bank holiday and recieved a reply early on 27/12. Again all went quiet.

Late on 27/12 I recieved a second response

You do seem very impatient. Not bad considering their only open 9-5!

Did you purchase this direct from Humax?

YellowSupporter

I ordered direct.
I don't honestly feel it's impatient to have first reported the fault on 17th Dec and still be waiting for something to be resolved now. As I said its mostly the lack of response from Humax which is riling me, had they been quicker in telling me that there was no stock or that the courier would take over a week then I would be less irate.

System

YellowSupporter wrote: »

I ordered direct.
I don't honestly feel it's impatient to have first reported the fault on 17th Dec and still be waiting for something to be resolved now. As I said its mostly the lack of response from Humax which is riling me, had they been quicker in telling me that there was no stock or that the courier would take over a week then I would be less irate.

It is resolved now. They have arranged to collect it in the 6th January and will refund then.

If you had taken the postage option you could have sent it back by now.

YellowSupporter

Having just spoken to them, the postage option would have made no difference.
As I said, its the lack of response from Humax which I find the problem, I reported the issue on 17th & got an exchange form on 19th (after I called them). They did nothing about this, until I called on 24th when they said they had no exchange stock. Had they told me this on 19th then it could all have been sorted.
At every step I have had to call them to move this forward,

System

YellowSupporter wrote: »

Having just spoken to them, the postage option would have made no difference.
As I said, its the lack of response from Humax which I find the problem, I reported the issue on 17th & got an exchange form on 19th (after I called them). They did nothing about this, until I called on 24th when they said they had no exchange stock. Had they told me this on 19th then it could all have been sorted.
At every step I have had to call them to move this forward,

You didn't really give them enough time to respond.

17-19th is only 2 days for them to respond to an email.

19 - 24th includes a weekend so is only really 20th, 23rd and 24th you gave them (and you phoned them on the 24th).

Plus it's xmas so will be a skeleton staff on.

I would understand if it was weeks but it's a matter of days. It's only 13 days ago you raised the problem with them and with xmas being in between it don't think anything they have done is particularly poor.

YellowSupporter

Ok, we can agree to differ.
I think the lack of response after the exchange form was returned (19th mid morning), and the lack of information throughout has been poor support. I accept that this may be a seleton staff, but they managed to send out the refund options and then didn't manage to provide a pick up schedule, which I would expect should have taken very little time to organise.