Channel Master

Review: I purchased a [redacted] and within a few months it was determined to be defective. It was replaced with a reconditioned unit which starting to have similar problems as the first unit. Many communications were made between Channel Master and me and even had this unit sent back to their service department for repairs. It took over 6 weeks to even get a response from them when my unit was in their service department. When I received it back, all of the same issues were still present. Even when I talked with the service advisor after receiving it back, there only response is to do a factory reset. That did not correct anything. During the discussion, the service advisor stated that they knew there were significant software problems with this model and a new one was in development. The company developing the software was not the same one that did the development for the [redacted] but the company that developed the software for the [redacted] of which I have one and have had no problems with it since I purchased it. I sent a letter to the President of the company and did not receive a written response. Rather Channel Master had the service advisor call me and state "sorry, the unit is out of warranty" and that message came from the President. Here is a company that knows they have a defective product on the market, string you along until you are out of warranty, and then say "sorry". I have requested a response in writing and have not received any communication from them. It has been over a month.Desired Settlement: After spending the high cost for the original unit, time involved with phone calls and messages, shipping costs for the two units to go back and forth, and their inability to service the unit and make it a useful [redacted], I would like a full refund of the purchase price of the [redacted] or a replacement of the unit with their new model, [redacted]+. Even with the new model, [redacted]+, a person has to purchase a hard drive to record tv programs. The old [redacted] had a built in hard drive to record the programs and that is why the [redacted] was almost twice the price of the new [redacted]+. I would hope that the newer [redacted]+ software developed by a different company would work much better than that of the [redacted].

Business

Response:

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

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.

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

Review: New DVR+ with Wi-Fi adapter. Bottom line, the Wi-Fi does not do what it supposed to. Many emails and little help later, it still does not work and customer service does not respond.Desired Settlement: Someone to contact me and actually assist resolving the problem to conclusion. That would save us both time and improve my attitude.

Business

Response:

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

Review: On December 19th 2012 I purchased a Channel Master CM7400 online for $380 + $10 delivery costs. I received this device on December 24th and started using it after January 1st 2013. The devivce failed hard in April of 2013. After woring with their online and then telephone repair service department they requested that I send them the device. I did so at my costs of approximatwely $20. I have a confirmed receipt by the USPS. Channel master never contested hat they didn't receive the device but instead admitted that they lost the device. After an extended period of looking for the device they then told me that they had no new devices to send me - even thought it was still for sale on line, after offered me $200. I feel I am owed either a replacement device - new or newer model if that is all they have or a full refund. None of the probelm is due to anything I did.Desired Settlement: Either a replacement device - new or newer model if that is all they have or a full refund

Business

Response:

We will be refunding the customer $380.00 - the amount paid for his original unit - by the end of the week.

Consumer

Response:

[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 is satisfactory to me. I consider this complaint resolved. Thank you for your help.

Regards,