- This topic has 621 replies, 104 voices, and was last updated 3 years, 8 months ago by
.
-
Posts
-
Just to add my name to the list of people affected by this. Have a 1000s 500GB that have had for just under 3 years. Hard drive no longer recognised. As box was out of warranty I opened it up and tried swapping for other HDDs – no luck
Deleted app and unpaired and did a reset but still no luck, will contact Humax on Tuesday to register my complaint.
More ppl who complain, the more humax are obliged to remedy the situation
More ppl who complain, the more humax are obliged to remedy the situation
I’ve gone through 3 machines recently, same issue. Humax just ask for a return, John Lewis happily exchange. The newest box, I put the app on for remote record and tested. next morning, no recordings and no EPG at all!
jbsco78 – 11 hours ago »
I put the app on for remote record and tested. next morning, no recordings and no EPG at all!
Well you have a huge clue there – many of us that had the app have long since consigned it to the recycle bin, I know I certainly have – more trouble than it’s worth.
Faust – 1 day ago »
jbsco78 – 11 hours ago »
I put the app on for remote record and tested. next morning, no recordings and no EPG at all!
Well you have a huge clue there – many of us that had the app have long since consigned it to the recycle bin, I know I certainly have – more trouble than it’s worth.
Agreed but I proved a theory. Remote record is the issue.
Still waiting humax, when r u going to address, fix this major flaw/problem
jbsco78 – 55 minutes ago »
Faust – 1 day ago »
jbsco78 – 11 hours ago »
I put the app on for remote record and tested. next morning, no recordings and no EPG at all!
Well you have a huge clue there – many of us that had the app have long since consigned it to the recycle bin, I know I certainly have – more trouble than it’s worth.
Agreed but I proved a theory. Remote record is the issue.
There have been several users with this problem who do not have the app paired, however the majority have.
It seems that the app may significantly increase the chances of this problem.
REPASSAC – 2 hours ago » …It seems that the app may significantly increase the chances of this problem.
No surprises there, given that they were warned of exactly this likely outcome. If that were proved to be the case my past experience in the industry suggests we’re now into corporate lawyer territory, where Freesat blame Humax and vice versa. Humax claim it’s out of warranty h/w failure, Freesat point to the small print claiming no liability for use of their s/w and meanwhile impacted users may well stew.
Just spoken to Humax Customer Support – was advised that it is a software issue and is known. He said they have a new software release planned that they have been testing and have had some success with, but not ready yet for a full UK wide release. I pushed for a timescale and he said they were hoping to have it released by the end of May.
Given that they have the details of anyone who has registered the app (which is the root cause of the issue), I am amazed that they have not contacted people – how many people (like I nearly did) have binned the box thinking it was dead? The only reason I didn’t bin mine, was that the only viable replacement was another Humax and didn’t fancy the risk….
Just had the following email drop, I assume sent to everyone with a Freesat account.
Quote:Hello,We wanted to let you know that between midnight tonight and 8am tomorrow morning we are making some changes to our infrastructure and as a result remote record from the Freetime app and the Freesat website will unavailable during this period.
You’ll still be able to set recordings directly on your Freetime box and watch any recordings you have already made. We’re sorry for any inconvenience this will cause.
Thanks,
The Freesat Team
I hope the recent mysterious changes to the Freesat infrastructure resolve theses problems, but we wont know unless they tell us what the problem was or how they resolve it.
If the problem being discussed here continues I had an interesting discussion a few days ago with someone I met socially who works closely with Trading Standards. They expressed surprise and concern that an otherwise reputable company (allegedly) would continue to market a product that they know, at the time of sale, is susceptible to epidemic failure rendering it unfit for purpose (a recorder unable to record) that they (the manufacturers) are unable or unwilling to correct FOC. However under the new Consumer Rights Act 2015 a claimant would need to be able to prove 1; failure was likely 2; they,the Retailer/manufacturer had knowledge of the likely failure 3; the first line of complaint would be to the retailer rather than manufacturer. Therefor if some out there is experiencing this fault can sight this forum as proof the fault is prevalent or likely and have an email or letter from Humax stating they are aware of a problem and have been for sometime. They are unable or unwilling to resolve the problem Free Of Charge and they bought the faulty unit direct from Humax so Humax would be both retailer and manufacturer they could possibly have a case to force Humax taking this more seriously.
Hi All,
I have been communicating with Humax for 4 months now, mostly a waste of time. I fired another shot across the bow this week and received the following reply. There is reason to be optimistic, but we wait and see how long it will take to implement a complete and permanent fix.
I believe Humax are totally wrong to have fobbed us off for so long, it is a great pity that there is no serious competitor out there with a Freesat+ box. If there was, then Humax would be brought back down to earth sharply.
Anyway, here’s the mail I received. Good luck everyone, hope we see a fix in the coming weeks????
@@@@@@@@@@@@@@@@@
Humax Customer Support
May 4 (1 day ago)
to me
Dear Mark
Thank you for contacting Humax.
We are taking this issue very seriously and are currently working in conjunction with Freesat to resolve this issue. We do expect to be able to resolve this issue via a software update. From data we have collected from customers we have pinpointed the problem to be with the software on the boxes not recognising their hard drives, the actual hard drives dont appear to be corrupted or compromised and we also expect that when the software is released to the public that recordings that were made prior to the problem arising will still be there. Not all customers but the majority who have reported this issue to us use the Freetime app and this does appear to be connected to the problem.
I appreciate that you have been waiting for several months on this software update or a resolution to this problem and I understand how frustrating this must have been as being able to record and view programs at our leisure is commonplace now.
Unfortunately I do not have the authorisation to issue a voucher or a warranty exchange and as you are out of warranty I cannot see this being a course of action we shall be taking.
However if you would like to put a complaint in writing please do write to:
Humax Electronics Co
The Mille Building 8th Floor
1000 Great West Road
Brentford
London
TW8 9HH
Best Regards,
Mark
Team Lead
You have up to six years in which to make a claim under consumer law.
Also been experiencing this issue for a while. Following the email from Freesat I unplugged the set top box and left it without power for about 12 hours. When I switched it back on the Icons had reappeared and so had the hard disk, complete with all my recordings..
I had previously left the box without power overnight on another occasion but didn’t help.
Hopefully the HD is back to stay…
- You must be logged in to reply to this topic.