Channel Master

*** *** was contacted today (10/31/14) by someone in our Technical Support department. His issues have been resolved to his satisfaction

The unit was purchased from Gander Mtnand there return/warranty policy is the customers guidelineBCS handles the manufacture warrantPer reviewing the correspondence between the customer and Customer Service there was no request made for a refund or an upgradeIf there was the customer would
have been referred to Gander Mtnwhere the purchase was madeAs a curtesy the unit will be returned at a no charge. Please let me know if there is any additional information I can provide. *** ***Vice President Of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In several conversations with *** *** (not sure of spelling of last name) of BCS it was established that the company would not give a refund nor had an upgrade available in lieu of this product I have several saved voicemail messages verifying these conversations but am unsure as to how to share with you in this correspondence?
Regards,
*** ***

The following response has been emailed to the customer:Hi [redacted] and [redacted] First off, Than You so much for your patience and assistance in this!! We've been unable to reproduce this issue in the lab. We are wondering if you would be willing to help us a little further. After discussing in depth...

with the design engineers, we cannot rule out the hard drive as contributing to this issue. I'd like to send you a hard drive along with your DVR+, and see if this still occurs. I'd send one of my 1BT Seagate’s from the lab that I have never had any issues with. I tested your unit with this drive. If you are willing to give it another try, it may help to solve this once and for all. We need a system that routinely fails/locks up, like yours. (Mine does it every 1-3 months.) What I'd ask you to try is, reconnect everything as normal, including your Seagate 1TB drive. Start using it and see if you can make it malfunction. Once it fails, please check your TV. Even though the screen is blank, I think the DVR+ may still be putting out a signal. On your TV remote, push "Info", or "display" and then you should be able to see the resolution displayed. e.g. 1080p, 720p, 480p etc. Please make note of this. Do a power cycle to regain operation, and see how long it takes to lock up again. Do a power cycle one more time and note how long it takes to happen the third time. This time, perform a factory reset. Go back to playing it as normal and see how long it takes to lock up again. Perform a factory reset again and see how long it takes to happen again. This time, remove/disconnect your external drive, then perform a factory reset.Once it has finished and you are back to live TV, connect my test Seagate drive. Then let me know if it continues to lock up while using my test Seagate Drive.I know that this is a lot to ask of you... If this is just too much, I'd certainly understand. We can process a refund for you if you've had enough. Please let me know and whatever you decide, I'll get it rolling tomorrow. Thanks so much for your patience and assistance!!!! [redacted]Kind regards

We did not refuse to exchange or refund this customer.The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities.  The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead.  We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility.  In order to resolve the complaint, we will refund the customer's $4.00. Regards,[redacted] 
Revdex.comJohn H[redacted]
320 N Michael Ave
Fullerton CA 92833
RE: Complaint ID #  11632172
Dear John H[redacted] :
  
This message is in regard to your complaint submitted on 8/14/2016 against Channel Master, LLC.  Your complaint was assigned ID 11632172.
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
We did not refuse to exchange or refund this customer.The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities.  The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead.  We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility.  In order to resolve the complaint, we will refund the customer's $4.00. Regards,Channel Master 
Revdex.comJohn H[redacted]
320 N Michael Ave
Fullerton CA 92833
RE: Complaint ID #  11632172
Dear John H[redacted] :
  
This message is in regard to your complaint submitted on 8/14/2016 against Channel Master, LLC.  Your complaint was assigned ID 11632172.
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
We did not refuse to exchange or refund this customer.The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities.  The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead.  We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility.  In order to resolve the complaint, we will refund the customer's $4.00. Regards,Channel Master 
Revdex.com[redacted]Channel Master, LLC 2065 W Obispo Ave Ste 103Gilbert AZ 85233 Re: ID # 11632172 - John Haan Dear Jodi Carroll:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified John H[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Revdex.comJohn H[redacted] 320 N Michael Ave Fullerton CA 92833 Re: ID # 11632172- Channel Master, LLCDear John Haan ,We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:We did not refuse to exchange or refund this customer.The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities.  The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead.  We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility.  In order to resolve the complaint, we will refund the customer's $4.00. Regards,[redacted] 
Revdex.comJohn H[redacted] 320 N Michael Ave Fullerton CA 92833 Re: ID # 11632172- Channel Master, LLCDear John Haan ,We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:We did not refuse to exchange or refund this customer.The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities.  The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead.  We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility.  In order to resolve the complaint, we will refund the customer's $4.00. Regards,[redacted]

My order is #175177. They STILL have not shipped my order. I spoke to a representative yesterday and he LIED to me saying that it shipped and it did NOT. I still have not received a tracking number. He made all kinds of excuses saying they send tracking numbers in the spam folders, which I know is FALSE. The customer service LIES to you! I won’t ever do business with Channel Master directly again. Their customer service are a bunch of CROOKS! I would file a complaint with The Revdex.com, but their website isn’t loading up. I’ll have to try again later.

A Customer Service Representative from Channel Master ([redacted]), has left a voice mail and sent an email to follow-up with this consumer.  As yet, the consumer has not responded back.  We will be happy to resolve this complaint as soon as the consumer responds. Sincerely,Jodi...

C[redacted]Channel Master

[A default letter is provided here...

which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
  11/3/2016 returned filter to them awaiting refund sent with tracking waiting refund

We did not refuse to exchange or refund this customer.The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities.  The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead.  We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility.  In order to resolve the complaint, we will refund the customer's $4.00. Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That response was addressed to [redacted] & [redacted]. My name is [redacted]. Also the response to [redacted] and [redacted] is similar to the response I received from channel master. Some how the standard response is we don't find anything wrong. The problem is your storage unit or your TV. I am rejecting this because it is not addressed to me.
Regards,
[redacted]

I have received e-mail from the company asking me to contact them by telephone.  I have no idea what they want to talk about. [redacted] [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Mark R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10737775, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In the first place,  I...

spoke with [redacted] on July 28, 2015. HE sent me the necessary form to return the product that day, NOT TOM.  [redacted] also stayed in the phone with me until I had checked my email and verified that I had the correct form with the proper WLA number.I boxed up the DVR and mailed it out Wednesday morning July 29, 2015. The package was delivered Friday morning July 31 at 9:09 A.M. Arizona time. Tom called me on Thursday asking about the form and I told him the above information concerning my dealings with Jordan. Apparently, Tom does not keep abreast of what his employees are doing. He requested the tracking number which I PROMPTLY sent to him that day. His Go To Phrase is that matters will be resolved within 24 to 48 hours. They had the DVR all day Friday and today Monday August 3rd. I have yet to hear the verdict about the DVR. I will NOT consider this matter resolved until I have a working DVR in my hands.
Regards,
[redacted]

Please see below for the response to the customer from our Customer Service Representative: "I just received your information from the [redacted] in regards to the issues that you were experiencing with the Free Antenna Day promotion. I would just like to apologize for any...

inconveniences that this might have caused you. I know we were experiencing very high volumes of traffic on our website, and did cause some issues with being able to check out. We would like to make things better by offering you the FLATenna at no charge to make up for the troubles that you experienced. Can you please provide me your full shipping address, and if you were interested in the black or white model so that I can send one out to you? Thank you again for understanding. Have a great weekend!"  Kind Regards,Jodi C[redacted]

A Customer Service Representative from Channel Master was able to make contact with Joanna P[redacted]. She was very happy to hear from us and get to speak with us in regards to the issues she experienced on Free Antenna Day. Her main concern was that it was unfair for people because she was...

able to get the antenna into the cart and was not able to proceed to checkout. I explained that this was obviously due to traffic issues on the website, and she fully understood that it was not Channel Master as a company that was doing this on purpose. The resolution was us sending her antenna, which she was very thankful for. .

Mr. [redacted],I apologize.  The response sent previously was an error on my part.  I have looked at your ticket in Channel Master Support, and a replacement DVR was shipped out last week.  I have asked Tom Erickson to send the tracking information for that shipment to you through the Support Ticket.  Kind Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Joanna P[redacted]

One of our Technical Support staff was able to reach out to the customer today. She was having some small issues with the DVR+ that she purchased back in December of 2014. He helped walk her through some troubleshooting steps that resolved the issues. The DVR+ is working great now and the customer...

is able to use it as normal. The Tech also gave her some additional troubleshooting steps in case something comes up in the future. As of right now, the customer has stated that she is satisfied with the call, and the functionality of her DVR+.    Thank you,    Jodi C[redacted]Office ManagerChannel Master

We did not refuse to exchange or refund this customer.
The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities. 
The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead. 
We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility. 
In order to resolve the complaint, we will refund the customer's $4.00.
 
Regards,

 
Revdex.comJohn H[redacted]

320 N Michael Ave

Fullerton CA 92833

RE: Complaint ID #  11632172

Dear John H[redacted] :

  

This message is in regard to your complaint submitted on 8/14/2016 against Channel Master, LLC.  Your complaint was assigned ID 11632172.

The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.

The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.

Regards, Conciliation & Engagement Specialist

Your Revdex.comMESSAGE FROM BUSINESS:
We did not refuse to exchange or refund this customer.
The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities. 
The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead. 
We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility. 
In order to resolve the complaint, we will refund the customer's $4.00.
 
Regards,
Channel Master
 
Revdex.comJohn H[redacted]

320 N Michael Ave

Fullerton CA 92833

RE: Complaint ID #  11632172

Dear John H[redacted] :

  

This message is in regard to your complaint submitted on 8/14/2016 against Channel Master, LLC.  Your complaint was assigned ID 11632172.

The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.

The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.

Regards, Conciliation & Engagement Specialist

Your Revdex.comMESSAGE FROM BUSINESS:
We did not refuse to exchange or refund this customer.
The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities. 
The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead. 
We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility. 
In order to resolve the complaint, we will refund the customer's $4.00.
 
Regards,
Channel Master
 
Revdex.com
[redacted]Channel Master, LLC 
2065 W Obispo Ave Ste 103
Gilbert AZ 85233 
Re: ID # 11632172 - John Haan
Dear Jodi Carroll:
Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. 
We notified John H[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” 
The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  
We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.
Sincerely,
Yesenia Villegas|Your Revdex.com
Revdex.com
John H[redacted]
320 N Michael Ave
Fullerton CA 92833 
Re: ID # 11632172- Channel Master, LLC
Dear John Haan ,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” 
Please know that Revdex.com is always available to discuss your case and review additional information. 
Sincerely,
Yesenia Villegas| 
Your Revdex.com
MESSAGE FROM BUSINESS:We did not refuse to exchange or refund this customer.
The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities. 
The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead. 
We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility. 
In order to resolve the complaint, we will refund the customer's $4.00.
 
Regards,

 
Revdex.com
John H[redacted]
320 N Michael Ave
Fullerton CA 92833 
Re: ID # 11632172- Channel Master, LLC
Dear John Haan ,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” 
Please know that Revdex.com is always available to discuss your case and review additional information. 
Sincerely,
Yesenia Villegas| 
Your Revdex.com
MESSAGE FROM BUSINESS:We did not refuse to exchange or refund this customer.
The customer purchased our lowest cost antenna at a 60% discount during a promotion.  The antenna is not defective; but, does have limited capabilities. 
The customer was offered a credit of $10.00 (full retail price of the antenna he purchased) towards another antenna that would be a better solution for him.  He did not want to try another antenna; but, requested a refund instead. 
We offer a 30-day Money Back guarantee and our return policy clearly states that return shipping is the customer's responsibility. 
In order to resolve the complaint, we will refund the customer's $4.00.
 
Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

 The last response received from Channel Master was a personal phone discussion with the Service Representative, Mr. [redacted], on either Jan 16th or 17th.  I called him to determine the quickest way to obtain a replacement unit while mine was in for service.  During this phone call, Mr. [redacted] stated that the offer to have me send in my unit was no longer available and that the response from the President of the company was, "the unit is out of warranty and there is nothing that Channel Master will do for me".  Channel Master needs to get their story straight because someone is not giving either you or me the correct response.
Dated Jan 17, 2014
 

[redacted],

 

Obviously after our discussion today, I will not be sending my unit back.

 

I want Channel Master's response to my letter, the statements that you made, in writing from either you or preferable from the President since that is the recipient of my letter.  I would expect that response by COB today since it has been finalized.  The President can send the response via e-mail since you have my e-mail address.
 

I have NOT received any response after the phone call discussion.  Apparently they refuse to put their response in writing.
 

I have reviewed the response made by the business in reference to complaint ID 10737775, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.In the first place,  I spoke with [redacted] on July 28, 2015. HE sent me the necessary form to return the product that day, NOT TOM.  [redacted] also stayed in the phone with me until I had checked my email and verified that I had the correct form with the proper WLA number.I boxed up the DVR and mailed it out Wednesday morning July 29, 2015. The package was delivered Friday morning July 31 at 9:09 A.M. Arizona time. Tom called me on Thursday asking about the form and I told him the above information concerning my dealings with Jordan. Apparently, Tom does not keep abreast of what his employees are doing. He requested the tracking number which I PROMPTLY sent to him that day. His Go To Phrase is that matters will be resolved within 24 to 48 hours. They had the DVR all day Friday and today Monday August 3rd. I have yet to hear the verdict about the DVR. I will NOT consider this matter resolved until I have a working DVR in my hands.

Regards,