ATVB 4K Media Streamer

Miriam [redacted] Resolution and Review Specialist Dear Ms. [redacted], This is in response to Revdex.com Complaint ID 12635130, filed on January 24th, 2018. RE: Mr. [redacted] Mr. [redacted] has filed a complaint regarding our Company. The information below outlines the nature of his complaint and our response....

As this is an ongoing matter and we are still in communication with Mr. [redacted], please refrain from any further action regarding this matter until we have exhausted our options in assisting this customer. 1.       Mr. [redacted] asserts that the Salesman told him his 2 boxes would be easy to install and if he had any problems someone would be able to help. (He followed that by saying that when he called, everything was fine.) 2.       Mr. [redacted] complained that he was having trouble streaming movies.  (Again, Mr. [redacted] called and we helped him. Our records indicate we were able to assist Mr. [redacted] in playing two movies without incident. We also informed him at the time that his internet download speed was slow). 3.       Mr. [redacted] says in his complaint that he called several times and he felt like he was getting the run-around. It is not our company's policy to "Give People the Run-around". It appears that most of the problems that Mr. [redacted] was experiencing related to his inexperience in using the product and inadequate download speeds from his internet provider. It's important to know that Mr. [redacted] purchased his box in September, 2016. Our Software Warranty covers the device he purchased for 90 Days. The device Mr. [redacted] purchased has software that requires frequent updating by the User. Although we provide a comprehensive Support page on our Website for all sorts of problems, including the ones that were being experienced by Mr. [redacted], we cannot provide free one on one telephonic technical support beyond period covered by the software warranty. 4.       Eight days ago, on January 17th, 2018, we agreed to speak to Mr. [redacted] to see if we could assist him regarding his two devices. Upon remote examination we determined that the software on Mr. [redacted]'s devices was outdated by over a year. If Mr. [redacted] follows the directions on the Support page, he can update his software and most certainly, have a better experience streaming.  We also offered Mr. [redacted] newer software with more capabilities and a much better user experience, which he declined to purchase. 5.       We talked to Mr. [redacted] again today, January 25th, and offered him the following: a.       We could install a demo version of our new software on his device for him to evaluate it for 15-20 minutes to see if it was something he would want. If not, we'd uninstall it. If he likes it, he can pay for the Upgrade. b.      We would show Mr. [redacted] to update the software on one of his devices (We would do it for him as he watches) and he could update the second device on his own. This would cost Mr. [redacted] nothing. Please note there is a difference between a program update and a Platinum Upgrade. c.       Mr. [redacted] elected to make another appointment with our Technical Support so we could show him how to do the Update. 6.       Mr. [redacted] is unhappy because no one told him that someday his software may become outdated, or that at some date in the future we may change our product to make it better. The truth is twofold: a.       We do everything we can to make our product as easy to use as possible. Updates are mostly automatic, but when they are not, it requires users to interface with the software to perform the update. The easier our products are to use, the less we need to spend on customer support. Mr. [redacted] long ago exceeded his warranty date for Software (Dec, 2016) and Hardware (Sep 2017). We are under no obligation to provide support of any kind. But in the interest of making our customers as satisfied as we can, we've decided to do what we can to help Mr. [redacted]. b.      Software changes are necessarily inevitable. In order to keep up with the constantly changing climate in the world of streaming programming, software is updated on a daily basis. It is incumbent upon the customers to keep track of their updates. We here at ATVB only control a small part of the update process. The version of software currently on Mr. [redacted]'s device is no longer supported by us, or by KODI. Newer, more secure and user-friendly software has taken its place. Instructions for installing that software is located on the FREE Support page. 7.       Now, after two years, Mr. [redacted] feels like he should get a refund for his TV Boxes. He claims he was only ever able to watch 2 movies on them.  Our return policy for our TV Boxes is basically two weeks. We believe that two weeks is sufficient time for a customer to determine if the device is going to work up to their expectations, and to test to see if their internet signal is adequate to support the needs of video streaming. Most of Mr. [redacted]'s phone calls and complaints are directly related to: a.       Not becoming familiar with his device, updating his device, and taking the time to learn how to use it and; b.      Not having adequate internet speed to support the streaming programming. 8.       Finally, Mr. [redacted] indicated that we claim to be the best of the best for customer support. We believe this to be true. But great customer support doesn't mean giving refunds and free telephonic one on one technical support forever. No one does that. We have spent countless hours on the phone with Mr. [redacted] in an effort to help him learn how to use his device and assist him in finding and viewing the programming he wants to watch. In his own complaint he points out numerous times he has called. We cannot however, offer customers an endless stream of technical support or we would put ourselves out of business. Our competitors send you to Google to find your answers, and provide no telephonic interaction with any customers at all. 9.       Finally, the time to ask for a Refund was in September of 2016, not now. If customers feel they are not "tech savvy" enough to use our product, or they feel like their internet connection is inadequate to use the product, we gladly offer a full, no questions asked refund for two weeks after they purchase the product. In some circumstances we extend that to 30 days. As I mentioned earlier, we have contacted Mr. [redacted] yet again in an honest, generous attempt to put his device in a condition that he can use it. We cannot however, offer a refund, free upgrade, or endless technical support over the phone. This would not be fair to us, and it's not good business. I've attached a copy of our Warranty as it appears on our Website.   Please feel free to contact us if you have any further questions regarding this matter.   Sincerely,