Hauppauge Computer Works Inc.

Hello, We will send a WinTV-HVR 955Q model and installation CD to the customers address supplied in the complaint

Hello,
We believe a New replacement unit is fair compensation under our year warranty coverage

Our offered resolution to the customer is a replacement HDPVRor Exchange for another product
***

shipped USPS Tracking number ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
P.S. I am only satisfied because I have to be since the company will not do any better.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined...

that my complaint has NOT been resolved because:

[Your Answer Here]  They said that before but NEVER sent it.  Until it's actually RECEIVED, their "word" means nothing.  Also, it has to be BRAND NEW and they are still refusing to send it in the box, factory sealed with all the cables.  So, IF the problem is the cables that came with it, the replacement won't be worth a thing.  A replacement SHOULD be replacing EVERYTHING that first came with it.  Therefore, they are STILL not a company that deserves business.  Also, as they know, I live in Canada and they have to absorb ALL costs to get it to my house including any customs, duties, taxes, brokerage fees and any other fees.  They also haven't done a thing for ALL the research, e-mails, complaint I had to write etc. I feel something is warranted so I want that IR blaster included.  I have nothing to return, as they agreed long ago.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time, I have been contacted directly by Hauppauge Computer Works Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:...


[Your Answer Here]
 
After continuing to reach out to them through their ** office (main headquarters), I was finally able to get them to contact me after being pressured by their ** office a couple times. They contacted me to tell me that since I bought their device from a retailer and it was 10 months ago, all they can do is send me a replacement.  However, I am not okay with this because if that device does not work properly then it could be another 10 months before I find a possible solution to my issues.  Therefore, I will not settle for anything less than a refund. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Sadly, it's typical of Hauppauge that they didn't even have the decency to send me the tracking info by the end of last week as they said they would, until I wrote the Revdex.com to advise that they didn't give me the information.  I'm awaiting the package.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I purchased Hauppauge's HD-PVR 2 Gaming Edition capture device (in May 2013) so that I can record gaming videos for YouTube. Around a month after purchasing the device (June 2013), I noticed that my videos were having a lot of issues. I would record a video which later was not usable due to the issues that were visible on the video. Therefore, I contacted Hauppauge via twitter, but was told to contact their tech support. I did exactly that via phone. Once I got through from being on hold for approximately ten minutes, I started to tell the representative about my issues. He then shared that he would contact me via email (my gaming channel's email). He did and we started emailing back and forth about the issues that I was having. These issues were never solved with this interaction. Actually, at one point the representative stopped emailing me back altogether, so I gave up and unhooked the device.

I hooked the device back up after missing making videos for YouTube and for my friends to watch. However, I realized that the issues were still present. Therefore, I contacted them again via twitter (November 2013) and via their website/email (December 2013). I received an email from a different representative who attempted to help me get the device working correctly. Like before, the issues were never solved and the representative stopped emailing me back. Again, I gave up on the device and unhooked it and placed it back in its original packaging. Thus ending my YouTube adventure.

After all these issues, I decided to contact your organization in hopes that I will receive a solution to my issues since June 2013. Please contact me via email, because this is the best way to reach me.Desired Settlement: At this point, I give up on Hauppauge and their HD-PVR 2 Gaming Edition. Therefore, I just want a refund for how much I paid for the device. I have decided to look at other companies that offer better products and especially better support.

Consumer

Response:

At this time, I have been contacted directly by Hauppauge Computer Works Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

After continuing to reach out to them through their ** office (main headquarters), I was finally able to get them to contact me after being pressured by their ** office a couple times. They contacted me to tell me that since I bought their device from a retailer and it was 10 months ago, all they can do is send me a replacement. However, I am not okay with this because if that device does not work properly then it could be another 10 months before I find a possible solution to my issues. Therefore, I will not settle for anything less than a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our offered resolution to the customer is a replacement HDPVR2 or Exchange for another product.

Business

Response:

Hello,

We believe a New replacement unit is fair compensation under our 2 year warranty coverage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

P.S. I am only satisfied because I have to be since the company will not do any better.

Review: The primary nature of my complaint involved several of the choices above. The product (TV Tuner) hasn't been good from the start. I have to keep resetting it. I can never count on my TV shows getting recorded due to the lousy TV Tuner. I kept getting the "support" from [redacted] that led to nothing fixed. Eventually I was told they would send me a brand new TV Tuner to replace my old one, with them agreeing that I wouldn't have to send anything back. I went on a vacation expecting to have it in the mail upon my return. There wasn't anything sent.

I contacted the company and was ignored. I then did research and found out the [redacted] is [redacted]. I wrote him and eventually he said he would replace the TV Tuner with nothing to return but wouldn't budge about changing everything that came with the defective unit. I wanted everything changed since it might be the cable they provided but [redacted] is inflexible so he wouldn't agree to that. I said fine but if the replacement doesn't work, we wouldn't be done. He said (I have proof from his e-mails to me) I should provide my Canadian address (I told him I was Canadian before) and he'll send me a brand new TV Tuner, the unit that replaces my current one. He was to send it at no charge to me at all. They would absorb all costs to get it to my house. I provided my address, which I don't like giving out unless there's a reason (like here). He acknowledged receiving it but sent NOTHING. All e-mails to him since have gone unanswered. It's been many weeks. Basically, [redacted] tricked me into giving out personal information and never replaced my defective unit.Desired Settlement: What I really want is that he should send me a COMPLETE replacement, meaning the REPLACEMENT model WinTV-HVR-955Q brand new in the box, with ALL the cables and instructions and everything it normally comes with. Given all the extra work and waiting, I want a brand new IR blaster (which I told him before) and receiver.

Business

Response:

Hello, We will send a WinTV-HVR 955Q model and installation CD to the customers address supplied in the complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] They said that before but NEVER sent it. Until it's actually RECEIVED, their "word" means nothing. Also, it has to be BRAND NEW and they are still refusing to send it in the box, factory sealed with all the cables. So, IF the problem is the cables that came with it, the replacement won't be worth a thing. A replacement SHOULD be replacing EVERYTHING that first came with it. Therefore, they are STILL not a company that deserves business. Also, as they know, I live in Canada and they have to absorb ALL costs to get it to my house including any customs, duties, taxes, brokerage fees and any other fees. They also haven't done a thing for ALL the research, e-mails, complaint I had to write etc. I feel something is warranted so I want that IR blaster included. I have nothing to return, as they agreed long ago.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

shipped USPS Tracking number [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Sadly, it's typical of Hauppauge that they didn't even have the decency to send me the tracking info by the end of last week as they said they would, until I wrote the Revdex.com to advise that they didn't give me the information. I'm awaiting the package.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased Hauppauge model 01229: WinTV-HVR-2250 board only product. The product web page, and instructions received with the product indicate the item can record component video. The instructions included with the product specifically state: "Contents of the WinTV-HVR-2250 package - WinTV-HVR Installation CD ROM" This CD ROM was not included. I contacted Hauppauge customer support, and was told I must purchase a WinTV -7 CD for $9.95 plus $2.95 shipping. Nothing at the Hauppauge site indicates this will be required. As stated the included instructions imply the CD is included.

Product Web page: [redacted]

My email response from Hauppauge:

Hello

If you did not buy wintv with the 2250 you will have to buy wintv for 9.99 or use media center

Technical Support

Hauppauge Computer Works

New YorkDesired Settlement: It's possible my experience was a one time mistake by the company. I only request if this is the current policy, this information be properly represented on the product description online. Especially that the key features of the product (component video capture), will not work without the purchase of additional software.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I have literally never in my life received worse technical support. The man on the line was short with me, extremely rude, and treated me like a child despite the fact that I am a computer engineer with enough knowledge to know that I'm following instructions correctly. At the end he snarkily offered me a new product code by sending in my receipt of purchase, to which I said at that point I'd return the product and go with a different company, he said 'well fine' and hung up the phone. Im sure the products are great as long as you never ever have to call support.

Review: My friend and I both wanted the oportunity to record on the Xbox. So we both got the Hauppauge HD PVR 2 Gaming Edition on the same exact day. How ironic is that we get it and 24 days later they both broke. My friends on Xbox that also wanted to get one I told them to get a different one. I believe that this is made from fake plastic so it brakes faster. I called them and told them they said they could not do anything for me. So I am loosing out on my money that I could have spent on something else. Hopefully you do not waste your money on this and it brakes on you too.Desired Settlement: I would like my money back.

Business

Response:

If a customer gets a product that proves defective in 24 days time we absolutely would replace any defective item under the 2 year warrantee. Customer claims we were contacted and was told we could not do anything about it. This statement holds no merit. At this time we can offer a replacement.

[redacted]

Review: I purchased the product (Live TV Dongle—a TV tuner for the BoxeeBox) on April , 2013. It never fully worked as promised, as it would sometimes freeze the BoxeeBox console to which it was attached, and which I had to restart every time this happened. After a few weeks it would scan for channels, then shut off. In other words, it stopped working altogether. When I called the people at Hauppauge the said they were not responsible for this product, which they manufactured and sold me directly. Thank you for your assistance.Desired Settlement: When I first contacted the business about this issue I wanted to settle this by receiving a replacement item although there would be a risk that it might break in the near future. Now I simply want a refund.

Consumer

Response:

At this time, I have not been contacted by Hauppauge Computer Works Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

Yes we manufacture the product and would also replace this under the 2 year warrantee.

Business

Response:

[redacted]

You can send the Boxee Box TV tuner to the following address.

We can replace the boxee tuner stick or if you perfer give you the HVR 950Q for the PC.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I was provided with the return shipping address, and the option to exchange the item for an HVR 950Q for the PC, which I will consider. The business has provided me with no limits on when I should return the item. Additionally, I would like to thank the Revdex.com, whose intervention motivated the business to honor their warranty agreement.

Sincerely,