[TelstraClear] T-Box issues continued

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] T-Box issues continued

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126 posts

Master Geek

#603826 2-Apr-2012 13:46

RobertT: Is it me, or is the clock and date wrong at Geekzone... I'm sure it's the 2nd, however posts are being dated the 1st...

must be you, cause your post is dated " Reply # 603814 posted on 2-Apr-2012 13:35" when I browse the site.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

RobertT

120 posts

Master Geek

#604130 2-Apr-2012 20:39

Garfield69:
RobertT: Is it me, or is the clock and date wrong at Geekzone... I'm sure it's the 2nd, however posts are being dated the 1st...

must be you, cause your post is dated " Reply # 603814 posted on 2-Apr-2012 13:35" when I browse the site.

That's odd, 'cause yours is dated Reply # 603826 posted on 1-Apr-2012 15:46. My PC clock is right, so maybe it's some setting on the site...

And it is - Timezone settings were set wrong, though you don't pick a timezone so much as the time where you are located.

RobertT

120 posts

Master Geek

#604145 2-Apr-2012 20:50

Odd behaviour again tonight. For the second time, none of the Tbox information displayed on screen, but I got a TV picture, or when pusing Planner or Favs button I got the picture reduced in size in the upper right of the screen, however the planner or none of the other data was displayed. Bizarre.

OldFart

36 posts

Geek

#604148 2-Apr-2012 21:03

Here's a brand new experience with the T-box. It was in standby mode - red light on - when we hear dialogue from the lounge. Wander through to see what the story is and the T-Box has simply brought itself out of standby (although the red light is still on) and Get Smart is the source of the dialogue.

Managed to kill it by pressing the standby button on the remote (to turn it on) and get the blue light, then press it again to go to standby, red light and sound stops. Hasn't happened again - but then we only heard this due to not having switched off the receiver the previous night.

I guess the response from Telstra would be "Sorry about that Chief"

Allan2805

18 posts

Geek

#604182 2-Apr-2012 21:48

Tonight when watching the news on playback, while still recording it, the screen abruptly went black, no sound either. Playback and record ligths still lit but no response to any inputs from the remote. Rebooted. It seemed that this fault occurred at around the time the recording of the news hour should have ceased (7.05pm, with buffer). Up until now, it seems to have been working fine since the update.

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#604388 3-Apr-2012 11:02

Hi everyone, we’ve noted the issues that have been reported and apologise that the last update didn’t completely address some of the behaviours, and appears to have introduced new ones on some combinations of TV and/or AV amp/receiver hardware.

All of these have been noted and logged and passed on to Digisoft for action. We have asked them to address these urgently and to develop and thoroughly test fixes as soon as possible. We are in constant contact with Digisoft on this and have expressed our disappointment and passed on yours, and continue to point out to Digisoft the frustration that the software behaviours are causing you and us.

Gary

KaroriPete

96 posts

Master Geek

#604622 3-Apr-2012 15:59

Hi Gary,

Thanks for the update and the acknowledgement of ongoing issues with the T-Box. As a Product Manager of a technical product myself I do understand the kinds of issues that you're dealing with, however in my opinion the current situation is completely unacceptable.

As a long time customer I waited for months if not a year for TelstraClear to release the T-Box. The justifications for being so far behind Sky TV's product was that the system had to be tested thoroughly before it was released, and that the product being developed for TelstraClear would have the potential to exceed the capabilities of competing devices on the market with future software enhancements.

Now, nearly 18 month's after my T-Box was installed there are still issues with core functionality, never mind any sign of class leading capabilities. In my opinion the customer base has been remarkably patient and given TelstraClear way more than a reasonable opportunity to rectify the issues.

Despite continued promises, fundamental problems have not been resolved and I believe that TelstraClear needs to do something more tangible than expressing their regret and frustration with their supplier.

Although I have the option to cancel my subscription I would prefer not to do so as the single supplier model for my phone, TV, and internet suits me, and I acknowledge that alternative options may be more expensive. Offering a cheaper service doesn't however excuse TelstraClear for poor performance.

At the end of the day I paid $500 up front for my T-Box, and continue to pay the full monthly subscription for a product that simply does not do what it says on the tin.

So after all this ranting, Gary can you please explain how TelstraClear can possibly justify continuing to charge the full rate for a defective product, and what it intends to do to demonstrate the sincerity of its words of regret in a way that is actually meaningful to the loyal customers who have suffered due to the company's incompetence?

Gary, as always, this is not a personal attack and I appreciate you participation in this forum, but TelstraClear has to stand up.

Cheers,
Pete.

langers1972

1039 posts

Uber Geek

#604715 3-Apr-2012 19:31

Well said, about time to do more than apologise.

r2b2

571 posts

Ultimate Geek

#604722 3-Apr-2012 19:44

Perhaps it's time to look for new developers - seems like Digisoft don't have much in the way of quality practices so maybe someone else could do better?

BarTender

3585 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#604781 3-Apr-2012 21:17

I was going to wish everyone a Happy Anniversary on this thread.. 1 year today.

Fog

371 posts

Ultimate Geek

#604794 3-Apr-2012 21:28

r2b2: Perhaps it's time to look for new developers - seems like Digisoft don't have much in the way of quality practices so maybe someone else could do better?

I couldn't agree more and have mentioned this in past posts.

soleil24

124 posts

Master Geek

#604851 3-Apr-2012 23:15

TelstraClear: Hi everyone, we’ve noted the issues that have been reported and apologise that the last update didn’t completely address some of the behaviours, and appears to have introduced new ones on some combinations of TV and/or AV amp/receiver hardware.

All of these have been noted and logged and passed on to Digisoft for action. We have asked them to address these urgently and to develop and thoroughly test fixes as soon as possible. We are in constant contact with Digisoft on this and have expressed our disappointment and passed on yours, and continue to point out to Digisoft the frustration that the software behaviours are causing you and us.

Gary

Just had the T-Box lock solid during a recorded playback, probably coinciding with the end of a second recording (given the five minute +/- buffer to allow for the vague timekeeping going on)

The "behaviours" would be things like the device not being consistently capable of recording, playback or simple playthrough, right? That could conceivably be considered core functionality?

And "not completely addressed" would mean, "it never worked before...er...and still doesn't"

Wonder how massively under-reported these minor "behaviours" are?

I *could* report every fault I experience on the T-Box but a) I really have better things to do than spend half an hour waiting in a call queue every time, b) I've pretty well figured out that the only real fix (until the next time) is a hard re-boot - which if I'm lucky is the only "help" I'm likely to get offered after a call to the "helpdesk" anyway, and c) as the "helpdesk" only operates limited hours it isn't even possible to attempt the report at the time of occurence - and by tomorrow I'm just not annoyed enough any more to bother (hmm, some might say this is part of a cunning plan...)

Really have to echo the sentiments expressed elsewhere here: When *is* Telstraclear going to front up and admit this product just isn't fit for purpose...although that's not entirely fair if you accept its secondary function as quite an effective space heater ;-)

And if Telstraclear believes "disappointment" and "frustration" are accurate interpretations of users' true feelings, then my recent experience with a billing screw-up is entirely explained.

ho hum, off to flick the power switch...again

kharris

1209 posts

Uber Geek

ID Verified

Trusted

#604857 3-Apr-2012 23:50

I know heaps of people with the same opinion..... don't bother complaining to the call centre because not only do you wait 30-50 minutes for the privilege, you know they are just going to run through the reboot instructions that we all know anyway and have to do at least once a week, and failing that they will book a technician visit and a replacement, that achieves nothing but the loss of all your recorded programs. This is clearly a software issue so why do they suggest changing the hardware might fix it.

Telstraclear will not publicly admit this is a screw up! This is evident from the lack of a publicly available link from their site to the page that shows the updates and release notes.

Then just to rub it in... Telstraclear chooses to ignore the obvious and say that only 2% of customers are reporting issues so that must be the number of customers that are having issues.

This forum topic makes a good Tui ad. T-box issues will never make it to 75 pages! YEAH RIGHT!

Like many people I have stuck with Telstraclear since the early days because it was a case of supporting the underdog and sticking it to the big dogs.... however that loyalty is now wearing very thin!

stevesumner

45 posts

Geek

#604906 4-Apr-2012 09:18

I propose we all contact Telstra and request a major reduction in our monthly T-Box subscription (make the subscription $5 a month?). Check out the Ministry of Consumer Affairs site for details on the Consumer Guarantees Act: Got a problem with goods?

"If the problem is serious

If the problem is a serious one (the goods are unsafe, or substantially do not meet acceptable quality, fitness for particular purpose, or description or sample), you can choose to:

return (reject) the goods and get your money back, or
return the goods for a replacement of similar value and type (if the goods are reasonably available as part of the seller's stock ), or
keep the goods and have the price reduced to make up for its drop in value."

The T-Box is definitely not fit for purpose or description, if it freezes at least twice a week (more often for many people) and consumers are unable to record shows with it then it is not acceptable quality and not fit for purpose!

r2b2

571 posts

Ultimate Geek

#604912 4-Apr-2012 09:23

Would be fine for those who pay the monthly subscription but what about us mugs who paid the $499 up front?

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