Customer communication

Forums › Freeview (DVB-T/DVB-S) › Customer communication - Epic Fail

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scuwp

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#621878 8-May-2012 20:13

gregmcc:
scuwp: I have read about it in papers, on-line, heard it on the radio, had the flyer in the mail, and our 2 TVs with Freeview built in have had messages displayed the last couple of days as a reminder. That's pretty good coverage in my book. To complain of an 'epic fail' when you were probably one of the 0.0001% that didn't know about it is a bit harsh, but I understand how frustrating that could be when suddenly no TV.

No I didn't get any messages on my TiVo's, but knew what was going on when the TV was blank this morning. A 2 minute job to re-scan and all back to normal.

I would have been grateful if there was at least 1 message (I wouldn't have wasted my time looking for a problem), considering Tivo has an inbuilt messaging system for exactly this kind of thing it is really poor that Tivo didn't use it, it's even worse that they didn't sort it out to re-tune as they have added/deleted channels in the past fully automatically.

Fair call, but as it's essentially an Aussie product...say no more perhaps :-)

You must have missed the GZ discussion http://www.geekzone.co.nz/forums.asp?forumid=83&topicid=101358

Lazy is such an ugly word, I prefer to call it selective participation

old3eyes

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#622060 9-May-2012 08:51

surfisup1000:
gregmcc: .I'm not a happy chappy!

I guess that is annoying...but, my TV was showing a message about needing to retune today.

There was reasonably extensive radio publicity too, so , I had some idea they were doing some stuff.

At least it should be a one-off.

I wonder how many people out there have any idea how to retune their TVs?? Most were most likely installed by the retailer or if a self install tuned by the new TV setup wizard..

Regards,

Old3eyes

Behodar

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#622062 9-May-2012 08:53

The site listed on the card and on-screen messages contains step-by-step instructions for most (all?) approved devices.

gregmcc

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#622079 9-May-2012 09:39

Behodar: The site listed on the card and on-screen messages contains step-by-step instructions for most (all?) approved devices.

would that be the card that *never* arrived in my mailbox?

Satch

1985 posts

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#622158 9-May-2012 12:24

This is quite fitting for my 1000th post on GZ. EPIC! Hahahaha

http://thebestpageintheuniverse.net/c.cgi?u=epic

jaymz

1133 posts

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#622198 9-May-2012 13:22

gregmcc: Got home this arvo, turned on the TV and started to relax........No signal, damm something wrong with the aerial.

start checking connections etc, jumped on the roof and checked the aerial.... all ok.

Were to next, lets try a re-scan.....

Yes all the channels are there on new frequencies! I did know that there were going to be changes in the frequencies but no details from freeview at all on when this was going to happen.

To top it off my freeview reveivers are all Tivo's so I would have expected at the very least they would have sent out a message advising of the changes, at best it should have sorted it out all by itself.

So freeview and Tivo a very big epic fail from both of you, no communication what so ever!! and you made me go on the roof in the rain.....I'm not a happy chappy!

I must admit i came home last night and found the "No Signal" message on my TV. My mind immediatly jumped to the connections under the house as these had failed before when i bumped them last, and i had been under the house the night before

.

I completely forgot about the needing to do a re-scan. But it was my own fault. There had been messages on each channel for the last week and a bit, along with a website link to explain it all.

I didn't get anything in the mail (that i can remember) but the messages on the TV were more than enough.

Friends of mine have a non freeview acredited receiver (Panasonic something) and got the messages too.

I suspect it may be something to do with Tivo, or settings in it.

mattwnz

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#622204 9-May-2012 13:27

The tivo never displayed a message for me. However my cheap USB tuner did, which is how I knew that it was being retuned.

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Jaxson

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#622219 9-May-2012 13:44

Is there an option in the Tivo to turn these messages on or off etc?
Weird that some see them and some don't, but I suspect they simply weren't shown on Tivo boxes in your area?

Freeview oversee the brand but when pushed they don't really do much at all, instead bumping responsibility wherever possible to the individual broadcasters. (See past geekzone Q/A threads with freeview....)

Freeview approve to their own standards certain hardware, which namely covers the official EPG, (especially the recording option MHEG-5 EPG on freeview approved PVR's), and the locking down of: video outputs to SD res only, can't move your files, can't network to it features etc.

Freeview are not responsible for jack on all non freeview equipment, which includes TIVO et al.

gregmcc

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#622276 9-May-2012 15:14

Jaxson: Is there an option in the Tivo to turn these messages on or off etc?
Weird that some see them and some don't, but I suspect they simply weren't shown on Tivo boxes in your area?

I've been talking to Tivo, they decided to not send out any messages, rather just post a note buried somewhere in their web site advising of the fact.

It does seem like a bit of finger pointing all around, Freeview say not out problem, Kordia don't even want to acknowledge anything, Tivo just says not our problem

Jaxson

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#622283 9-May-2012 15:22

It's not freeviews problem. They apparently did put out notices.
If Tivo chose not to display them then there's the problem.
This is the risk of having a non freeview approved unit.

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