Disaster
Written: Dec 21 '06
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Pros: Loved it while it worked. We had a $200 lifetime subscription for service.
Cons: Customer service is abismal. Frequent bad hard drive and expensive repair service.
The Bottom Line: Do not buy! Hard drives go bad and the customer service is terrible. They frequently put you on hold forever(no 1-800 #).
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| bugkell's Full Review: Rio ReplayTV 5516 (160 GB) 160-Hours Video Recorde... |
I have just been on the phone forever and accomplished nothing but getting worked up. We have used ReplayTv for a while. After replacing our unit in '04 for a larger hard drive we have had trouble. We had it replaced once while under warranty and had to pay $250 later to have the hard drive replaced again last July. We were under the impression a new one would come, but it was ours refurbished. Within 2 wks I had to call with problems. It was freezing up and/or wouldn't connect. Every time I would call they would give me a different fix with a reboot,new code,repartitioning, resetting to factory settings. In between calls I would take these steps myself trying to get it going. Mostly overnight or while away from home we would find it had locked, thus leaving us w/out shows. Sometimes the reboot would result in the drive forgetting our settings as well as losing all of the recorded shows. Quite frustrating!! Now it has started skipping and pixalizing as well as shutting itself down to reboot since it doesn't know how to deal with the bad file. Even trying to set the record freaks it out. I called to tell them this is rediculous-I'm done with the temporary fixes. Turns out they agreed it is a hard drive issue again. We need to send it in for repair. It will cost $250. Are they insane? We did this 5 months ago and have had trouble ever since. It was obviously not repaired the 1st time. They say the one we got in July only had a 90 day warranty. I was under the impression it was a year. Reguardless of this, it is their fault we are past the 90 days. I called numerous times and have 5 case numbers. He "understands where I am coming from, but the warranty is up". He's like a broken record. It seems like they are trying to get people past the date to get rid of us so they can move on to their newer products. I have moved up to a supervisor and am now awaiting a call back from his boss (which I apparently have to wait around for all day). I am a customer service manager and this kind of treatment is something that is inconceivable. I don't behave like a raving lunatic in these situations because I have been on the other side. Unfortunately the squeaky wheel... I even asked the rep if it would have been better to get crazed and treat the person from my earlier complaints badly then demand a replacement. Silence He claims there is nothing else he can do. Oddly I have made numerous exceptions for all kinds of problems in my line of work. A company's main source of business is good word of mouth resulting from problem solving and customer service SO here I am passing on the info to you. Please spread the news :) I'll update later.
Recommended:
No
Amount Paid (US$): 350
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Epinions.com ID:
bugkell
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Reviews written: 1
Trusted by: 0 members
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