Channel Master

A member of Channel Master's Technical Support Team has contacted the customer and suggested an option for the customer to make the product work.  If the filter still does not fit, or work, the customer is welcome to return the product for a full refund.

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 Manager
Channel Master

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,

We have offered to test the unit in our lab.  If the unit is defective we are happy to replace it.  If it is found to be working properly, we will return it to the customer.  This offer to resolve the complaint comes directly from our Vice President, and is still available to customer, should he wish to return the unit. 

 

Kind Regards,

 

[redacted], Office Manager

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,

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]

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

I purchased the Channel Master in May and initially I was pleased because I had just cancelled my cable subscription. I purchased all the recommended add ons and had a roof top antenna professionally installed.

Unfortunately my experience has been very disappointing. I had to disconnect the Channel Master because my signal was interrupted to the point of not being able to record/watch programs. I contacted customer support and was told I needed to do everything I had already done, the last straw for me was when the "tech" asked me for the specific degree setting for my antenna. So now I have a useless DVR and empty pockets.

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,

I bought a DVR+ from Channel Master for $400. Yesterday I could not watch any programs. I started calling [redacted] at 9:00 am. They told me I was the second caller on the queue. I waited for 20 minutes. No one answered the phone. I called later. I was not able to speak with a person. The answering machine said to leave my phone and name and they will call me back, which I did. They did not call me. I was not able to watch any TV yesterday. Today I started calling at 8:00 am. Again I was the second person on the queue. I called two other times. After the last call, they gave me a busy signal. I also left my name and phone # like I did yesterday. No one called me. They said to e-mail them. I wrote 3 e-mails and never received an answer. I have had similar experiences 3 times in the past. It is obvious there are days when they do not answer the telephone and they have no respect for their customers' time or intelligence.

A replacement DVR was shipped out on Monday - Tracking #[redacted].  It is expected to arrive by end of day Thursday, August 6th.  We will await notification that the unit is working to the customer's satisfaction.Kind Regards,[redacted]

We are sorry to hear that Mr. [redacted] is disappointed in our product.  We have offered to test Mr. [redacted]'s unit in our lab.  If the unit functions properly in our lab, then the problems he is experiencing have to do with the customer's environment, which we do not have any control over. ...

If the unit is found to be defective, we will happily replace it.

Best Regards,

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.]

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,

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,

The CM-[redacted] is covered by a one year warranty.  Mr. [redacted] purchased his unit 8/15/2012.  At this point the product has been out of warranty for well over a year.

[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.]

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

Review: Purchased a Channel Master DVR unit and after 10 months the unit started having issues. I contacted the Support Department and was advised on several ways to try to correct the issue. This was done several different times and the issue was not resolved. I contact the Support Department again and was advised to return the unit to Channel Master for repairs and/or exchange. I followed the return instructions provided by Channel Master...obtained a RA number. I shipped the unit back and had to contact Channel Master 10 days after shipping to confirm that they did receive the unit. I was advised at that time the unit was being tested for the issue. After 10 more days, I contacted Channel Master again via e-mail and was advised the unit was still being tested. I called and a customer service rep stated that he was aware of this same issue being found in other units but did not know how the company was going to handle my unit. I was advised I would hear from the company shortly about a resolution. After another week and no word, I tried contacting Channel Master again via e-mail and phone and still do not have an answer whether unit has been repaired or will be replaced. Since the unit is only under warranty until approximately mid-April, timing is crucial to have this resolved. Channel Master has had the unit for 4 weeks which should be sufficient time to resolve the issue or replace the unit.Desired Settlement: Since Channel Master has had the unit for such a lengthy time, a replacement unit should be provided as soon as possible.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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]

Review: I bought this CM [redacted] on 08/15/2012, and its hard disk is already non functional, remote is working intermittently. I am very dissatisfied with this product and I would like my money back.

I paid 361.78 $ for it, and its nothing more than a paper weight now. It didnt even last for two full yearsDesired Settlement: I want my money refunded in cash, I am willing to ship it back if that helps

Business

Response:

The CM-[redacted] is covered by a one year warranty. Mr. [redacted] purchased his unit 8/15/2012. At this point the product has been out of warranty for well over a year.

Consumer

Response:

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,

Review: On July 19, 2015, the hard drive on my Channel Master DVR+ crashed making the box unusable because it does not record anything. I emailed Channel Master on July 19, July 21, July 23, July 25. I also called them on July 21, July 23, July 27. The DVR+ box is still under warranty. Each call or email gave me step by step instructions to resolve the problem. These steps were followed religiously. Nothing fixed the problem because you can NOT fix a crashed hard drive. It must be replaced. Each time I was told that the problem will be resolved within 24 to 48 hours. I'm still waiting for a form to return my box for one that works. These people are not cooperating at all. Are they simply giving me the run around until the warranty runs out??? I bought this product in good faith. I simply want this company to honor their warranty and give me a box that works. If they don't believe in their product enough to stand behind it, then they should let people know before someone purchases the product.Desired Settlement: Replacement of defective DVR+ box for one that works. It was a very good product in the beginning. I simply want one that works. A crashed hard drive must be replaced.

Consumer

Response:

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,

Business

Response:

A replacement DVR was shipped out on Monday - Tracking #[redacted]. It is expected to arrive by end of day Thursday, August 6th. We will await notification that the unit is working to the customer's satisfaction.Kind Regards,[redacted]