HDX Support -very patchy

[ydrol]

Hi I raised a support ticket on the 21st June at HDX Webstore.
It was ignored for 9 days. (They promise 1 day response).

Now I've logged in on the 4th August and the ticket was completely deleted!

HDX Support is very patchy and I think it just revolves around one competent person.

As such , despite how nice looking they are, I cannot recommend people buy HDX 1000 via the webstore.

I have had good support in the past from Alex.

But then before that in the new year of 2009 they were also very unresponsive.

[Hi-Jack]

We heard yesterday from HDX they have issues with their ticket system tracking another case of a MPC user. While we resolved the case to our pleasure, we confirmed some issues existed in their system... I would recommend creating a new ticket and check it regularly...

(This is all part of international sales from foreign destinations. Local sources are way easier to handle warranty and stuff afterwards). Alex is just one guy and can't possibly follow thousands of cases on his own. He should address the issues though for the sake of HDX's future...

Reseller arrangements are sublime with MPC partners were we do have stock to replace broken items immediately.

[ydrol]

I opened another ticket on the 5th of August. No reply yet.
This is ridiculous to be honest.
I would not advise anyone to buy from HDX Store until HDX get proper support coverage in place. If you want one, use a local reseller.

[ydrol]

15th August - still no reply. from HDX support for my HDX 1000 issue. All together thats 3 and a half weeks now.

[ydrol]

Still no response to my support ticket - first raised exactly 4 weeks ago. This is happening to other people also.

Has anyone got responses to tickets in the last few week or so?

[ydrol]

Still no reply after nearly 5 weeks. And also happening to others. Does MPC consider this a non-story that HDX are not responding to support tickets?

[ydrol]

I've put a review up on Amazon UK
http://www.amazon.co.uk/product-reviews/B001L2ZHOA/

[highlore]

I too am still waiting for hdx to reply to my support ticket. I raised the first ticket on July 18th, whcih was closed without any response. I recreated a new ticket (as was suggested here) on August 4th, and till today (august 26th) I have not had the pleasure of getting any reply from the socalled "usually within 1 business day" response which is claimed by HDX.

This is really getting annoying. Now I am wondering if I was better off buying a dvico/tvix or another nmt.

[Hi-Jack]

I consider it a non story if people register especially to make the point about their case and bump the post 5 times back to the top of the forumlist which is not only against the rules but also annoying... I see no mass problem, just a few unresponsive cases. If you want us to intervene in your case, join the club and we will...

My personal opinion:
- We recommend buying local in case of warranty issues to avoid the fuss and mess, costs and efforts
- We recommend several stores to buy from we have a relationship with and were we can intervene properly and fast to get cases resolved
- We offer donating members our service to intervene in their stuck cases (it's an extra service we provide to people supporting MPC in return for the support we offer on a daily basis)

- We react as MPC if there's a "trend" of bad support or issues that we expect to affect a high amount of users at MPC. This is a general thing we do and independant from personal cases or services. It's impossible for us to handle every case from sources we do not recommend (like importing from overseas) or maintain a relationship with for support like we do with localised resellers to offer people to avoid issues with overseas support.

So far HDX support has been good all the way although we come across a few cases that go sour and their ticket system obviously is buggy and not enough monitored taking such long time to respond to tickets...

Hence, our recommended options will always be covered by our assistance to resolve cases (like we proved hundreds of times already) however outside that region of recommendations, our help does require club member level for us to get involved and pull your case thru by all means we can, unless it's a "big" issue concerning a lot of users from MPC (and not only people that registered the same day or the last few days)...

Difficult to explain, but I guess you get what i mean.

[ydrol]

>> I consider it a non story if people register especially to make the point about their case

I registered in Feb 14 2008.

>> and bump the post 5 times back to the top of the forumlist which is not only against the rules but also annoying

The rules say "Please wait a reasonable amount of time before bumping posts. "

'Reasonable' is debatable I guess. But I was done on Aug 24th.

Anyways your point is taken. I dont think the method of delivery determines whether something is a story or not? I was getting the impression it was more than just a few tickets gone bad. No-one from HDX seemed to be responding on their forums.

[crusht]

I have posted a ticket and it has been a week. My HDX 1000 died and the red light wont turn blue and in the meanwhile nothing on the TV screen, not even the B&W HDX opening screen. How long does it take for them to respond? Do they still have problems with their support ticket system?

I bought it from the HDX website and there are no sellers in my country. Should I contact the below coordinates (that I found on another post on this forum or have they changed too? :

Room 1401B, SEG Plaza,Huaqiang Rd.North
Futian District, Shenzhen
Guandong 518000
China
Attention: Ms Shi Jing
Tel: :86-755-83685580
Mobile: 135 54830469

[highlore]

As far as I know I did sent my rma to this address but you need to get an RMA first. You probably need to sent an email to alex.brokenarrow @ hdx1080.com to get a response.

In my case I have sent my defective pcb to them, but I still have to get it back, so you probably can wait a long time to get the unit repaired. My unit died in july. It seems my package is probably lost in outer space as it did not arrive. If you by any change get an RMA, please consider sending it to them with track and tracing included so you know where your shipment is.

All in all, I have just bought another NMT unit and I will probably never see my replacement pcb. (that is the problem with buying straight from HDX instead of through local resellers, which I am aware of. You win some, you lose some).

[crusht]

Almost 2 weeks and still no response. I am sending an email to alex now.

[edutch]

posted a ticket 23th of october haven't heard anything. My Hdx died overnite no lights at all.