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Had same issue as everyone else here, got same mixed messages from support but eventually got the box repaired. Came back with all recording etc so sucess…. For about 3 months then same as before. Had box repaired at 26 months old…. Now just switch on set at least 20 mins before even thinking of accessing anything that acesses the HD, and 80% of the time it works (no good for scheduling recordings only 30% sucess). If dosnt work switch off till HD spins down and unit powers off (you’ll hear it click). Repeat as above…. Tempted to get new 2TB Box but hav’nt because Humax can’t reassure me the original issue has been fixed in later models….
roypittman – 24 minutes ago »
Tempted to get new 2TB Box but hav’nt because Humax can’t reassure me the original issue has been fixed in later models….
That’s also very much my concern
It beggar’s belief that they are still selling these knowing full well that it is pot luck if you get one that is going to last a reasonable time.
Completely agree, Chris. Surely it’s in Humax’ (not to mention Freesat’s) interest to clarify the situation and reassure potential purchasers. From what I have read in this thread, the fault occurs just outside the 2-year warranty “time fuse” (yours at 26, mine at 30 months). The question is, are we the unlucky ones, or are we the tip of the iceberg?
Barry’s reassuring advice (post #513) is:
“A small number of units sold – less than 1% have suffered the ‘HDD not recognised issue’ this is due to a component failure on the mainboard. The fix is to contact Humax Support as the freesat article suggests. In warranty units will be replaced FOC, out of warranty units can be exchanged for £55.00.”
But that doesn’t seem to have been Scriabin or Roy’s experience (#522/526). I await my call-back (#524), and will update as/when received.
I have no idea how many units Humax have sold since the model was introduced, but let’s guess 100,000. “Less than 1%” could therefore be up to 1,000 faulty units and that, IMHO, is an awful lot 😮
Thanks to all who have kindly responded in relation to my first post on this forum (#522).
It seems I might be one of the lucky few where the 1000s has lasted all of 33 months.
Humax’s representative was quite open about the problem. In my further questioning she confirmed that:
1. She would not put me through to a technical representative who might advise me more on the specific issue (I actually think it’s more likely a capacitor but she had confirmed that “resistor” is
what “they” had been told to say).
(My thought being that if Humax won’t do anything I have little to lose in having a go myself; though it would likely be a MB swap if that can be sourced.)
2. After my comment “what faith can I have that this problem is resolved in new units?” she tacitly agreed.
Martin Liddle & alanf have kindly suggested I have another go.
I will (and I’ll report back), but whilst thanking them for their positive input, roypittman’s experience (#526) somewhat confirms my expectations of Humax’s support.
ChrisLux and alanf’s further comments (#528/9) I thoroughly agree with.
I contacted Freesat to ask if there are any other Freesat pvr manufacturers that I could consider (in the full knowledge that Humax are the only variety on their site). Their representative
confirmed that currently Humax is the only supplier shown and that there had been previous products, now no longer available. She wisely added that s/h units from, say Ebay, could be very risky and thought too that some older products were badge-engineered* Humax boxes.
(* My words interpreting her comment.)
I explained my views on Humax’s appalling service and its now monopolistic position in the Freesat marketplace, suggesting too that Freesat might wish to consider Humax’s position inappropriate.
She confirmed she would make my experience with Humax’s support known to management.
If I receive any comment from Freesat, I’ll report it.
Capacitors are cheap and easy to replace if you can solder, I’ve repaired 2 freeview boxes and 1 freesat box so far.
The new components unlike the humax ones have a very low esr rating.
If you can identify the capacitors much higher quality components can be fitted to give years of service. I use satcure.co.uk.
Humax option of £55 (if you can get it) isn’t bad though you don’t know how long it will last.
Humax have a monopoly on the freesat boxes, so they can use cheap components knowing you can’t go elsewhere. It stinks.
AndyT – 36 minutes ago »
Capacitors are cheap and easy to replace if you can solder, I’ve repaired 2 freeview boxes and 1 freesat box so far.
The new components unlike the humax ones have a very low esr rating.
If you can identify the capacitors much higher quality components can be fitted to give years of service. I use satcure.co.uk.
Humax option of £55 (if you can get it) isn’t bad though you don’t know how long it will last.
Humax have a monopoly on the freesat boxes, so they can use cheap components knowing you can’t go elsewhere. It stinks.
It is a resistor not a capacitor that is the problem.
SatCure is no longer trading as of March 31st 2017.
Surely a resistor costs a few pence, so why not make the fix public, or recall the boxes and repair them for free.
I suspect that the problem with the resistor or capacitor or whatever, is actually a symptom rather than the fault. I wouldn’t be surprised if HUMAX don’t actually know what’s happening because the source of the problem is so far down in the ‘stack’ of HW/SW commands/codes that only someone who was involved with design and development would have a chance.
roypittman – 1 hour ago »
I suspect that the problem with the resistor or capacitor or whatever, is actually a symptom rather than the fault. I wouldn’t be surprised if HUMAX don’t actually know what’s happening because the source of the problem is so far down in the ‘stack’ of HW/SW commands/codes that only someone who was involved with design and development would have a chance.
Thanks REPASSAC (#532) for confirming that HUMAX are certain it is a resistor (visually there appear no bulging capacitors); in which case the resistor is likely so tiny that it’s probably embedded on the MB and not a replaceable item; thus an MB swap would be the only answer (easily done if they are obtainable “with processor” – it is after all a specialist PC).
But I do also agree with roypittman’s opinion (#534 & quoted) that the root cause is probably obscure to all but the HW/FW/SW developers (having worked with many).
I concur with AndyT that £55 is a reasonable charge for a refurbished box but I’d like to have some confidence that it’s likely to last at least as long as some of my PCs have (“touching wood” right now). Such confidence is however very low indeed.
Martin Liddle – 6 days ago
Try ringing again and telling the agent that you believe there is an offer of a refurbished box for £55 for people affected by this specific problem.
I did this and spoke to a much more amenable lady representative who confirmed that a replacement was available at £55 if I could prove that I had the appropriate issue. She sent an email asking:
Thank you for contacting Humax.
To check if your hard disk has failed:
Menu
Settings
Storage
Tell me what it states on this screen
Best Regards,
Humax Customer Support
I responded (in the evening):
The STORAGE screen states:
Connect a USB hard drive (HDD) to the box to be able to record programmes and pause live TV.
You can also attach a USB storage device to view your own media , such as videos, photos and music.
Please advise if this is what you expect and if you can provide service how should I proceed.
Her response early next morning (very good and much better than expected):
The issue you are describing is something that we have realised is happening to a few of our customers. Due to this we are offering customers who are experiencing this the chance to exchange their faulty unit for a refurbished HDR-1100S for £55 which is similar to your model but upgraded with wifi but no scart connection. You would get 6 months warranty with this refurbished model.
If you would like to take this option you will have to contact our helpline on 03443188800.
Best Regards,
Humax Customer Support
I phoned today:
The deal is definitely a refurbished HDR1100S for £55 with 6 months warranty.
This unit is the same model as being currently sold (i.e. fully featured with Netflix etc.).
The procedure, as I understand it, is that Humax take payment over the phone and despatch the new unit on an exchange basis meaning that the courier picks up the old unit at the time of delivery of the refurbished one.
No additional charges were mentioned for the courier.
2-3 days was the stated anticipated delivery.
The only other thing to consider is that Humax are sending out 500Gb models ONLY so if your original faulty unit was 1Tb (or 2) you would receive the 500Gb model regardless.
My faulty box was quite well used and 500Gb may become too small it time and that’s why I chose a 1Tb model.
It’s now a case of the maths to consider if salvaging a 1Tb drive for another purpose (value about £65) is worth it and retaining the receiver as a spare for that purpose only.
At least this is a fair result.
Thanks to everyone for their comments.
I was giving up all hope with Humax until I posted here.
Hats off to Humax. Replaced my box today with at no cost. I reported it first in April 2015 and followed up this week. Glad they did as due to massive house extension and growing family need at least 4 more sat boxes. Humax will be getting my business.
stevieee – 11 minutes ago »
Hats off to Humax. Replaced my box today with at no cost. I reported it first in April 2015 and followed up this week. Glad they did as due to massive house extension and growing family need at least 4 more sat boxes. Humax will be getting my business.
Well done stevieee; I phoned Monday morning to take up the offer at £55 only to be told they didn’t have any in stock. Some were due in last week but didn’t arrive and so the rep. couldn’t tell me when the replacement units would be available.
It’s annoying that Humax didn’t say they were out of stock last Friday.
Maybe I’ll get a free one if I wait 2 years.
Hope springs…………..
I initially report the issue during the warranty period, Since then been using my smart TV and added a hard disk.
Had to go for a different colour as white was out of stock but as everything else is now black not a problem.
If they had wanted cash to fix it I would have probably gone for it but avoided the brand in the future.
Again, right thing to do.
If Humax are only sending out 500 gig boxes regardless of the HDD size of the customers box then £55 is not a good a deal as it first appears. If customer then has to source a new AV 1TB HDD this puts the price up to around £100 mark in total.
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