JC Matthew DVR320T Freeview Recorder issues and update

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33 posts

Geek

#942255 28-Nov-2013 13:43

I've been doing some research checking on the ministry of consumer affairs site and the consumer gaurantees act. I've notified Consumer.org of the issue and the ministry of consumer afairs also, and asked if this problem is covered by the consumer gaurantees act. It might be, since the Act says a product has to be durable, meaning it has to work within a reasonable expectation of time, which is something that is hard to quantify. I have suggested a reasonable expectation for this product to work as far as receiving a broadcast signal to be 10 years. Lets face it, the previous analogue signal was able to be received for the life of analogue TV's which worked for excess of 10 years. If this holds up, then we should all be returning our boxes to the retailers we purchased them from, stating that they have a serious fault, and stating we reject the goods under the Consumer Guarantees Act 1993. This would entitle us to a full refund of the purchase price or to be given an equal product of today (which could be the Magic TV for example). I am waiting for a response before I take further action.

butlerboy

457 posts

Ultimate Geek

#942339 28-Nov-2013 15:27

Lashams: I've been doing some research checking on the ministry of consumer affairs site and the consumer gaurantees act. I've notified Consumer.org of the issue and the ministry of consumer afairs also, and asked if this problem is covered by the consumer gaurantees act. It might be, since the Act says a product has to be durable, meaning it has to work within a reasonable expectation of time, which is something that is hard to quantify. I have suggested a reasonable expectation for this product to work as far as receiving a broadcast signal to be 10 years. Lets face it, the previous analogue signal was able to be received for the life of analogue TV's which worked for excess of 10 years. If this holds up, then we should all be returning our boxes to the retailers we purchased them from, stating that they have a serious fault, and stating we reject the goods under the Consumer Guarantees Act 1993. This would entitle us to a full refund of the purchase price or to be given an equal product of today (which could be the Magic TV for example). I am waiting for a response before I take further action.

Will be interested to see how you get on. Not really an issue for me but Mum has a JCMatthew DVR320T as well and I know she's been finding it rather frustrating.

butlerboy

457 posts

Ultimate Geek

#942343 28-Nov-2013 15:30

Jaxson:
butlerboy: I would highly recommend the Magic TV pvr

The Magic TV box actually has a decent lineage, in that it was in production in Hong Kong for quite a while and has a decent user interface also.
Their native EPG looked awesome for example, but this had to be dropped to adapt into NZ's freeview with no EIT data offering:

Yeah, that looks bloody nice. Such a shame that Freeview can't transmit the EIT data as well and give the box manufacturers the option of what EPG the box gets.

Jaxson

8042 posts

Uber Geek

Trusted

#942351 28-Nov-2013 15:47

It's tricky for sure. If the unit is simply getting swamped by the number of EPG entries due to the increased number of channels, then whose fault is that?

The Freeview approval process probably wasn't looking at that aspect, it being more concerned with disabling cool features and generally dumbing down the units and all.

This would then go back to the developer, so that's out as they're not in business any more, or not in NZ even. We're lucky to even get an email reply, but a firmware update is extremely unlikely.

So that takes you back to the shop which sold you a device which is now not suitable for freeview today. It was suitable at the time and now times have changed. If they're nice they'll do something about it. If they're not you'll have to argue your case at a CGA hearing. Namely that something that was working is now not working due to a change by someone else but you want the shop that sold you something years ago to come to the party, even though the device isn't really faulty at all.

Fun times all round really.

zaray

6 posts

Wannabe Geek

#942549 28-Nov-2013 22:28

I found this site when trying to find a solution for the problems that I am having with the DVR-320T. Great information in this thread.

My 2c worth
The DVR-320T is still listed on the Freeview site as being approved but no longer being manufactured – see the second page listing HD Freeview recorders –

Also on this same page is the following text:
All Freeview approved recorders have been fully tested and meet the following standards
(I have copied the 2 of the 10 bulleted points that I consider relevant in this case)
Tested for future developments
Warranty/service guarantee and support
Surely the problems that owners / users of the boxes are experiencing would fall into at least one of these categories.
Or maybe you’re on your own once the manufacturers warranty expires.

I understand Freeview has been available in the UK since 2002 – not sure if it’s the same as NZ – but I suspect that any brands that are available in both countries would probably be the safest to purchase to replace the JC Matthews box – once bitten etc…...
One would hope that the brand owners would make good any future problems in order to uphold the reputation of their name. On the UK site I recognise brand names – Panasonic, Sony, Samsung, and Philips. There are others but I haven’t seen them in NZ retailers.
I certainly don’t see any of the other MyFreeview boxes listed on the NZ Freeview site appearing on the UK site.

As far as similarities of the JC Matthews and Zinwell boxes go - I lifted the lid on my DVR-320T and found the mainboard was screen printed with “ZMT-640DTR MB Ver: 1.4” – The board has a sticker on it “DVR-320T …….” - which to me indicates they are the same or similar hardware but possibly different firmware.

Which brings me to a question I hope can be answered. I have quite a few programs on the HDD, recorded before all these problems started, and would like to get them off so I can view them later. Can anyone suggest a method to do this. Thanks in advance.

rumpty

66 posts

Master Geek

#944148 2-Dec-2013 14:24

kimxk: In the case of the Zinwell it apparently has to do with internal memory for storing the EPG. The information I was given says that the Zinwell has space for 4500 entries and there are now over 7000. This overload causes it to be sluggish.

I know next to nothing about the EPG system. When the EPG button on the remote is pressed, is the EPG just for the channel you are watching downloaded?

If that is the case, is it only the TV3 related stations that have this extra large amount of EPG that overloads the box's internal memory?

Athlonite

1828 posts

Uber Geek
Inactive user

#944169 2-Dec-2013 15:02

rumpty:
kimxk: In the case of the Zinwell it apparently has to do with internal memory for storing the EPG. The information I was given says that the Zinwell has space for 4500 entries and there are now over 7000. This overload causes it to be sluggish.

I know next to nothing about the EPG system. When the EPG button on the remote is pressed, is the EPG just for the channel you are watching downloaded?

If that is the case, is it only the TV3 related stations that have this extra large amount of EPG that overloads the box's internal memory?

No normally the entire epg for all stations being broadcast is downloaded

Quic Broadband

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rumpty

66 posts

Master Geek

#944360 2-Dec-2013 20:33

Thanks for that clarification Athonlite. So there is no way of avoiding the clutter.

I suppose it is essential to have the EPG downloaded to set up a recording on the box, is it?

Lashams

33 posts

Geek

#944491 3-Dec-2013 06:57

Yes, without the EPG you would not get to record programmes, and also the EPG has to download regularly to accomodate updates to the programme schedule, so if for example you are recording a program that was set to record at 6:00pm, and they shift it to 6:30pm, if your EPG were not constantly updating then you would still record at 6:00pm, but because the EPG updates, your recording automatically shifts to 6:30pm. I had an early model Panasonic that was touted by the retailer to be FreeView, but it was not and after I told them they changed their marketting. This box did not have the full EPG but I could still manually set times for recording. It was a pain in the neck compared to having the EPG, which makes things sweet (if only it was working properly and not slowing my whole box down).

Lashams

33 posts

Geek

#955272 20-Dec-2013 08:40

I am pleased to report that Harvey Normans replaced my set free of charge for a Panasonic one yesterday. They did this because I had purchased an extended warrantee when I purchased the box in 2009, and I had forgotten all about this. Even though the box itself was not broken, they agreed it was not performing in accordance with how it was supposed to. I raised the issue initially by telling them I was rejecting the product under the consumer Guarantees Act, and they phoned me straight away to arrange my bringing the box in for a swap. There was absolutely no issue with this and I am very pleased that such an honourable retail outfit as Harvey Normans exists. This was excellent service. I thought I would have to fight for this and did not have to. Well done Harvey Norman.

As far as Fair Go goes, they never got back to me, which I find to be very discourteous for a consumer programme, as I am one of their consumers and they ignored me. I also contacted Freeview and they responded saying they were unable to diagnose technical problems and implied that there was nothing they could or would do. Considering their certification says the box should have been future proof, I find their attitude appalling. Consumer magazine did get back to me but because I am not a subscriber they were unwilling to assist, but suggested they would help if I subscribed. If you are subscribed then raise the issue with them, if not, still raise the issue and consider subscribing. The ministry of consumer affairs were good, they got back to me, and although they can only offer advice, it was good. They say if your retailer won't take the goods back and replace them then you have to go to small claims. I think the fact that I got a replacement is a good example of a retailer honouring the CGA, and may be useful to mention if anyone does go to small claims. I still think ultimate liability lays with Freeview for certifying a box as future proof when it seems that due to signal changes that it was not.

I think the first call should be straight back to your retailer, saying you reject the product and wish to bring it in for a replacement. Do this in writing and state that you are doing so under the consumer guarantees act. This then at least gives you a starting point, and you may just get lucky like I did.

Best of Luck to you all and Merry Christmas

Stephen

bazzer

3438 posts

Uber Geek

Trusted

#960661 3-Jan-2014 13:08

That's great! Unfortunately, I got mine from 1-day so I'm less hopeful for a resolution. I guess the best you can hope for is that your Panasonic one doesn't someday meet the same fate?

bernvern

7 posts

Wannabe Geek

#1104482 7-Aug-2014 22:31

Lashams: I am pleased to report that Harvey Normans replaced my set free of charge for a Panasonic one yesterday. They did this because I had purchased an extended warrantee when I purchased the box in 2009, and I had forgotten all about this. Even though the box itself was not broken, they agreed it was not performing in accordance with how it was supposed to. I raised the issue initially by telling them I was rejecting the product under the consumer Guarantees Act, and they phoned me straight away to arrange my bringing the box in for a swap. There was absolutely no issue with this and I am very pleased that such an honourable retail outfit as Harvey Normans exists. This was excellent service. I thought I would have to fight for this and did not have to. Well done Harvey Norman. As far as Fair Go goes, they never got back to me, which I find to be very discourteous for a consumer programme, as I am one of their consumers and they ignored me. I also contacted Freeview and they responded saying they were unable to diagnose technical problems and implied that there was nothing they could or would do. Considering their certification says the box should have been future proof, I find their attitude appalling. Consumer magazine did get back to me but because I am not a subscriber they were unwilling to assist, but suggested they would help if I subscribed. If you are subscribed then raise the issue with them, if not, still raise the issue and consider subscribing. The ministry of consumer affairs were good, they got back to me, and although they can only offer advice, it was good. They say if your retailer won't take the goods back and replace them then you have to go to small claims. I think the fact that I got a replacement is a good example of a retailer honouring the CGA, and may be useful to mention if anyone does go to small claims. I still think ultimate liability lays with Freeview for certifying a box as future proof when it seems that due to signal changes that it was not. I think the first call should be straight back to your retailer, saying you reject the product and wish to bring it in for a replacement. Do this in writing and state that you are doing so under the consumer guarantees act. This then at least gives you a starting point, and you may just get lucky like I did.

Best of Luck to you all and Merry Christmas

Stephen

Hi I am a member of Consumer NZ and sent this question to them

Hi Some time ago I bought a JC matthews Freeview box as it was one of the ones recommended on the Freeview site. This was before analogue TV transmissions closed up. The JC Matthews box worked well and recorded, and I was very happy with its performance. Since may 2014 when the TV channels were changed we have noticed (and it could have been before this) that the EPG function is taking forever to load, The recording function often does not work. Programs to record dont get recorded. The fast forward function when I have manually recorded a program and want to watch it is al pixelated. All in all I am not happy. I googled JC matthews freeview boxes and came across a blog that started in 2012 and the main drift of the blogs are that Zintell , early panasonic and JC matthews freeview boxes. ALL APPROVED and CERTIFIED as able to be future proofed have serious problems and should be recalled and replaced by the manufaturers/ retailers/ suppliers. I have searched the Consumer site and havent been able to find any comments/ information/ recalls/ advice. The blogs appear to say that Freeview broadcasts changed after all these sets had been approved and that they are no longer able to be satisfactorily updated. I find this far from satisfactory as I was influenced to buy the JC Matthews freeview box because it was approved by the FREEVIEW web site. Can you throw any light on this matter and advise me what to do. Thanks Bernard
I will keep you posted with their reply.

bazzer

3438 posts

Uber Geek

Trusted

#1104573 8-Aug-2014 08:05

bernvern:
Lashams: I am pleased to report that Harvey Normans replaced my set free of charge for a Panasonic one yesterday. They did this because I had purchased an extended warrantee when I purchased the box in 2009, and I had forgotten all about this. Even though the box itself was not broken, they agreed it was not performing in accordance with how it was supposed to. I raised the issue initially by telling them I was rejecting the product under the consumer Guarantees Act, and they phoned me straight away to arrange my bringing the box in for a swap. There was absolutely no issue with this and I am very pleased that such an honourable retail outfit as Harvey Normans exists. This was excellent service. I thought I would have to fight for this and did not have to. Well done Harvey Norman. As far as Fair Go goes, they never got back to me, which I find to be very discourteous for a consumer programme, as I am one of their consumers and they ignored me. I also contacted Freeview and they responded saying they were unable to diagnose technical problems and implied that there was nothing they could or would do. Considering their certification says the box should have been future proof, I find their attitude appalling. Consumer magazine did get back to me but because I am not a subscriber they were unwilling to assist, but suggested they would help if I subscribed. If you are subscribed then raise the issue with them, if not, still raise the issue and consider subscribing. The ministry of consumer affairs were good, they got back to me, and although they can only offer advice, it was good. They say if your retailer won't take the goods back and replace them then you have to go to small claims. I think the fact that I got a replacement is a good example of a retailer honouring the CGA, and may be useful to mention if anyone does go to small claims. I still think ultimate liability lays with Freeview for certifying a box as future proof when it seems that due to signal changes that it was not. I think the first call should be straight back to your retailer, saying you reject the product and wish to bring it in for a replacement. Do this in writing and state that you are doing so under the consumer guarantees act. This then at least gives you a starting point, and you may just get lucky like I did.

Best of Luck to you all and Merry Christmas

Stephen

Hi I am a member of Consumer NZ and sent this question to them

Hi Some time ago I bought a JC matthews Freeview box as it was one of the ones recommended on the Freeview site. This was before analogue TV transmissions closed up. The JC Matthews box worked well and recorded, and I was very happy with its performance. Since may 2014 when the TV channels were changed we have noticed (and it could have been before this) that the EPG function is taking forever to load, The recording function often does not work. Programs to record dont get recorded. The fast forward function when I have manually recorded a program and want to watch it is al pixelated. All in all I am not happy. I googled JC matthews freeview boxes and came across a blog that started in 2012 and the main drift of the blogs are that Zintell , early panasonic and JC matthews freeview boxes. ALL APPROVED and CERTIFIED as able to be future proofed have serious problems and should be recalled and replaced by the manufaturers/ retailers/ suppliers. I have searched the Consumer site and havent been able to find any comments/ information/ recalls/ advice. The blogs appear to say that Freeview broadcasts changed after all these sets had been approved and that they are no longer able to be satisfactorily updated. I find this far from satisfactory as I was influenced to buy the JC Matthews freeview box because it was approved by the FREEVIEW web site. Can you throw any light on this matter and advise me what to do. Thanks Bernard
I will keep you posted with their reply.

Nice one. I personally think it's an issue that deserved addressing, but didn't get very far, so now I'm just happy to have gotten rid of my box and I'm using one of the newer Panasonics.

bernvern

7 posts

Wannabe Geek

#1104852 8-Aug-2014 13:23

yes i too am seriously thinking of doing the same out of sheer frustration with the jcm box. I also had the same problem that others on the blog with another model of the jcm freeview box. I after a while it would just sit on "boot" and do nothing, tried all sorts of things to no avail so replaced it.. Frustrating but that seems to be par for the course. I have found a JC Matthews web site with an address but no phone number, their address is 726D great south road penrose so might pay them a call and see if there is any answers there. will keep you posted. bernvern

bernvern

7 posts

Wannabe Geek

#1109683 16-Aug-2014 21:31

I have left a question on the freeview forum asking for any info about the JCM box. will update this blog as soon as or if someone comes up with a solution.

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