View Full Version : Anyone else waiting for Divxplayer repairs?
The Prime i received on the 26th of November was dead-on-arrival. After much trouble contacting divxplayer.nl i managed to get it returned for repairs with a promise that it would be fixed/replaced the same they received the defect unit. UPS handed it over to divxplayer on the 9th of December. After hearing nothing for a week I send an email on the 16th which was still unanswered after a couple of days. I called them and was told that the RMA guy was sick but that it would be shipped before christmas.
I am not too surprised to find that i havent heard anything yet.
I was just wondering if anyone was in similar situation and happened to have more recent news about the situation. I am a bit eager to figure out whats going on before i try calling them again on monday.
That is why I still haven't sent mine back, waiting like a month for a repair seems to be normal nowadays, I am simply affraid to send it in.
I also hasitated to sent it in, but when I read postings with turn arround repairtime of 7 days or less, I decided to ship it to them, so I would have a correct working unit during the holiday. I whish I had waited...
Mine has been handed out the 16th of december. I called for the status on 22 december. The guy on the telephone told me it was very busy, but they tried to get it shipped to me before Christmas. Unfortunately the did not manage. I hope to receive it soon. I still have a view free days left.
That is why I still haven't sent mine back, waiting like a month for a repair seems to be normal nowadays, I am simply affraid to send it in.
Then they really shouldnt claim that they can fix the problem the same day they receive it.
Unfortunately mine was so broken that i had to send it back (it couldnt even power on).
I hope to receive it soon. I still have a view free days left.
Let us know if you hear anything. It seems this is the only way we will get any news :)
Customer service is very bad. Lack of communication, timing, etc.
I bought Prime at 10/Dec - was delivered box to me 18/Dec - good timing in Christmas time, but with .......... Base model.
I request RMA immediatelly and Base was pick up by UPS at 21/Dec and delivered to Divxplayer at 24/Dec.
During last communication at 28/Dec they(Paul) commited to ship me Prime at the same day, but till today no any answer, communication, mail, anything and no Prime on my desk !
Bogdan
Hi,
The problem is the communication. They should work on this. I called several times. Got the answer that they would repair today or tomorrow. But that was during every phone conversation I had. The 4th time I was told the repair crew was gone for about 1.5 weeks.
It is not a problem to wait, but the information should be correct.
I decided to get a spare mediaplayer and choose the Mede8er. Damn wat a good player (espacially when the latest firmware is installed). I openen the box, which I received the next day after I ordered (this procedure is very good. The information you get on a new buy is perfect!). And gues what? My repaired Prime3 was also in the box.
My children are very happy with the mede8er and dad ofcourse with his prime.
I got my old player back, which I can see on the settings. The scratch in de display is fixed. The BD loader still is very noisy. I'm not sure this one is replaced, because it makes the same load noise, while the other 2 tested primes were less noisy. I'm going to ask them.
Regards, Arend
Edit: I got response on my question within two hours. Thanks! Divxplayer told me de drive was swapped. So I have to live with the noise, because with the rest of the Dune Prime 3 I'm very content...
Hi,
The problem is the communication. They should work on this. I called several times. Got the answer that they would repair today or tomorrow. But that was during every phone conversation I had. The 4th time I was told the repair crew was gone for about 1.5 weeks.
It is not a problem to wait, but the information should be correct.
Hi,
mine had a broken BD-loader too (didn't read anything), recieved a RMA after 4 emails and 5 phonecalls (3 weeks all together).
I recieved my "repaired" player then 2,5 weeks (but only after 3 emails and 3 phonecalls) after shipping to divxplayer. But the BD-loader just last 5 min. and the problem with "doesn't read any disk" was back.
Now again same Problem, I have sent 3 Emails now and I don't get any response....... :confused:
It would be OK for me if they don't have any BD-loaders for repairing and I have to wait till they get some, but then it would be nice to give me that info. But no response is absolutly unprofessional and make the customer feeling like an monkey......
:evil: :evil: :evil: :evil:
This is the exact reason why i bought mine via a reseller (mobile-harddisk.nl) mine broke down the 24th of december. the 30th i calt them en i recieved a brand new one the same day (drove overthere)
This is the exact reason why i bought mine via a reseller (mobile-harddisk.nl) mine broke down the 24th of december. the 30th i calt them en i recieved a brand new one the same day (drove overthere)
This sounds like a great support!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Not for repair, but for refund.
They received my Prime on 10.12 - since then always new excuses why refund still hasn`t happened.
Finance sent you a mail and asked for account-info(22.12) - they didn`t, and as they received a payment for me this should not be the hard thing to pay pack onto same account,...one might think.
Sent account-info immediately on 22.12 - was promised refund to be done on 22.12 - guess what - nothing.
Now -newest excuse "Finance is closed till 15th"
Wonder if they also stopped selling ?
This is ridicilious.
Sofasurfer
11-01-10, 17:07
Well I had a similar problem with my refund that I suspected to not get any e-mails as promised.
Did you check your spamfilter already ;-)?
For me GMX had filed finance at divxplayer mails in my automatic Spam folder.
Sure, Spam checked, there was no mail from Divx`s finance.
Oh, I forgot, they have mail-problems again, so answer was late, (06.01.) First Spam, now new mail server. "due change of the email server, emails are looping in the server now and we receive them ‘at random’."
What will come next? - Any bets? ;-)
Sure, Spam checked, there was no mail from Divx`s finance.
Oh, I forgot, they have mail-problems again, so answer was late, (06.01.) First Spam, now new mail server. "due change of the email server, emails are looping in the server now and we receive them ‘at random’."
What will come next? - Any bets? ;-)
You are lucky, you getting anything which is something like an answer :rolleyes:
I was asking Hi-Jack for assistance before- shortly after that I received an answer (excerpt above).
I don`t believe this was by chance.
dikkiedirk
11-01-10, 19:12
Really glad I cancelled mine (after not getting any proper answers on my e-mails) and going with another webshop.
Jontehedning
14-01-10, 17:25
I'm on my third week on trying to get response about a faulty BD loader. 3 mail on both the info and support mail.
I called in a RMA request for yet another faulty BD loader, now 4 days later still no answer at all
"One might think they have stopped their business and don`t exist anymore.
I really wonder how they ever could make it to get the preferred Buy-In partner here.
Oops, did I mention still no refund nor info - they told me last time they would give info as soon as they now about status.
" 06.01. As soon as we know more about your refund, we will let u know."
I received this Email yesterday (for a unit I sent in the first part of Dec)
Hello Tom,
We received the unit in good condition.
The RMA office will be back from the CES (Las Vegas) next Monday.
I am sorry about the delay in answering your mails.
We switched mail server and now some mails are lost in cyberspace or still at the mailserver.
With regards,
DivXPlayer.nl
That should help calm any fears that they are just ignoring us :). Hopefully they will start processing everything post haste once they get back next week.
If it isn't their Spam filter it is their Mail server, come on DivXplayer you can do better than that. Do note that I got no response on my e-mail at all like many of you.
I filed a RMA for another product this Monday, now Thursday (same week) I received a tracking number and most likely will receive the NEW product Friday, now that is how it is done.
When one buys a new product which is DOA it should be entirely replaced not repaired.
And last but not least waiting a month on a RMA request is NOT done, CES show or no CES show, the ship should never be abandoned!
Sofasurfer
15-01-10, 01:35
Oh boy. As my "repair" went rather smoothly and the unit was waiting for me when I returned from Christmas vacation I was thinking nothing bad.
Well now that I realized that the "repaired" loader does even read less discs(meaning NONE properly) and making more noise(meaning: awful hell lot louder) I was writing to them Tuesday.
Still no response of course and as it seems I'm really still one of the lucky guys :D. At least I can use it as a Base...
Seems their business got a little bit out of hand recently. Let's hope they're just overloaded and catching up now after CES.
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