ReplayTV RTV5040 40-Hour Digital Video Recorder
Good Unit/Big Service Issue
Hi everyone. I had hoped that when I bought my ReplayTV 5040 that it would work fine. BUZZZ-wrong answer. It died on me about 6 weeks after I bought it. (Infinite reboot problem) Alright, no big deal, I'll just send it back. On January 27th I called technical support and after some troubleshooting and it was determined that I had to send it in. I was told that I would have a new unit 10 days after they got my unit. I sent it in and UPS delivered it to ReplayTV on January 31st. It was delivered at 10:09 AM and signed for by \\"Cooper.\\"<BR> <BR>Two weeks later I sent an email to technical support asking for a status report. No response. Two more days went by and I sent another email to which they replied with this cryptic quote: \\"Your RMA is in process and will be fulfilled as soon as possible.\\" Not very helpful. <br />After patiently waiting for nearly a month, on or around February 27th I decided that I should try to give someone a call, so I called in and they had no record of my unit or even me! The guy finally said he would have to put me on hold. I held for over 30 minutes and then got sent into his voice mail. I immediately called back and had to tell my story all over again. The new person I talked to was very polite, found my information and said she would \\"escalate my case.\\" Great, I thought, finally! After more discussion she said I should have my unit very soon. I told her that I would like a confirmation email when the unit was shipped.<br />March 6th rolls around and I still have not heard anything from anyone at SonicBlue so I called in again. This time I got a man who was sorry to hear about my case after I told him the story. This time he gave me a case number and told me the he would \\"escalate\\" my case to the supervisory level. I told him that I though that had already been done! He told me that it should now get some high level action. I ask him to send me an email when the unit has been shipped.<br />Today is March 11th and I since I haven't receivedan email, I decide to call tech support and see if they can give me a status report. I happen to talk to the same woman that I spoke to on February 27th. She apologizes to me and says that my case has been \\"escalated to a higher level\\" and that she will check with her supervisor for the status. After about 10 minutes she gets back on the phone and tells me that her supervisor told her that the unit should have been shipped, but that they don't know for sure. (At this point I am taking everything they say with a grain of salt!) She suggests that I call back in two days and they should be able to tell me for sure if the unit has shipped.<br />That is where things stand right now. I can't say that I can give any advice based on this report, but I thought people should be aware of the situation.<BR>--------------<br />Epilogue: The day after I posted the above review I had an email exchange with other people at SonicBlue and they sent me a new unit 2nd day FedEx. Once I got to the right people they were very responsive.