Panasonic FreeView Box DMR-XW380 .... shop is unlikely to take back ... signal lost through Panasonic not the Samsung TV ... ???

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novadonuk

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Topic # 95851 14-Jan-2012 17:08

Hi,

We got a Panasonic DMR-XW380. It has a built in HDD with a twin tuner. When it work, it works brilliantly, when the weather slightly goes to custard so does the Panasonic.

We have a new (4 months old) UHF aerial installed on our roof, the cable comes into our living room (approx 10 metres from the roof) and goes directly into our Panasonic. From the Panasonic I connect our Samsung LED TV (with built in tuner), effectively giving us 3 tuners. We typically use the Panasonic to watch and record FreeView TV - very rarely would we use the built in tuner on the Samsung TV.

If we get drizzle, or heavy showers or slight wind we have an issue. The Panasonic goes to custard and the freeview gets pixelated and eventually the signal is lost. One would assume it was the aerial or the cable ... so we called out the aerial guys and they ran some tests. They concluded that the signal strength coming from the aerial was near on perfect - even with trying a brand new cable and luckily for us when it was raining too. No difference. He said before he left he was convinced it was the Panasonic 99% sure he says! He said the ultimate test would be to ...

... When it all goes to custard again, unplug the aerial from the Panasonic and plug it directly into the Samsung (completely bypassing the Panasonic altogether). So I did this yesterday and the reception worked absolutely fine through the TV. I quickly plugged it back into the Panasonic to check, and it was still knackered.

Does anyone have any suggestions about the Panasonic, as the shop I brought it from are unlikely to refund it (it will be a year old in April) as if they test it and it works, what exactly can they do about it. I explained to the guy at the shop that it will probably work when I bring it to you etc... but I dont think he seemed to fussed to be honest.

I have checked Panasonic's website, and the latest firmware version is already installed on the Panasonic recorder. The only thing left to do would be to restore to default settings and do a factory reset which I haven't done yet ...

Any suggestions ....? Cheers

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Reply # 568857 14-Jan-2012 17:36

This is what I would do, Write a letter to the place you brought it from, advising them of the problem and that as the product is nearly at the end of the warantee.

Next time you have the signal loss problem, get out your video camera (or video recorder on your cell), document changing the plugs around and bypassing the panasonic restores the signal to the TV

Get this video, a description in writing of the problem, a copy of the invoice, a copy of the notification letter you gave them advising of the problem, take all the info and the offending Panasonic back to the store and advise them that the problem needs to be rectified, either by having the unit serviced or a replacement or a refund.

You need to be reasonable about what to expect, a full refund will be unlikely, most likely they will want to try to repair it, if that's the case then advise them that any repairs will not be considered to 100% complete until you have the chance to fully test it yourself.

Greg

ADKM

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Reply # 568861 14-Jan-2012 17:41

We've a 380 also and have had our share of problems, but only with Freeview and TV3+1 and even they improved a bit with a new aerial. There is still occasionally brief pixelation but nothing to really complain about.

We contacted Panasonic and got a very good response from their Tech Suport manager. Perhaps not best to mention names here... but will do if you PM me. I reccommend you follow through with the problem to them. especially while still under warranty.

We've always had a excellent picture, even with the old aerial - which wasn't as 'digitally capable' as the new one. Apparently it needs a high quality signal to decode the EPG signals reliably, but this is different to your
fault. Good luck - it's got to be fixable.

Cheers - Kirk

novadonuk

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Reply # 568878 14-Jan-2012 18:26

Thanks Greg and ADKM for your responses, actually as you mention it Greg we lost the signal earlier today and I filmed it on our digital camera. Although I didn't film the actual cable changeover .... I will re-record it when we have some crappy weather ... which is likely to be soon knowing what Auckland weather has been like.

I would be happy with an exchange, similar type of product ... or it fixed really

I am still keen if anyone else has this product and experienced a similar issue and the resolution ... Cheers,

B1GGLZ

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Reply # 568897 14-Jan-2012 19:48

Sounds like you have a unit which has low sensitivity in the tuners.
May need replacing and certainly sound likes it needs investigating under warrantee.
I've had no such problems with my BW880.

Dingbatt

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Reply # 568911 14-Jan-2012 21:10

Definitely contact Panasonic. If nothing else they may be able to advise you of what is possibly wrong with the tuner in your DMR. Armed with that information then go to the shop you bought it from with all your evidence. They have the right to replace refund or repair under the CGA. Most likely it will be repair because of the age of the unit. Do it sooner rather than later because of the warranty. Have the unit back so you can test it prior to the original warranty expiring so there will be no problems if it has to go a second time.
I have lots of Panasonic kit, and I have found the people in the tech department at Panasonic NZ great to deal with.

Areas of Geek interest: Home Theatre, HTPC, Android Tablets & Phones, iProducts.

mattwnz

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Reply # 568913 14-Jan-2012 21:15

novadonuk: Hi,?

We got a Panasonic DMR-XW380. It has a built in HDD with a twin tuner. When it work, it works brilliantly, when the weather slightly goes to custard so does the Panasonic.

We have a new (4 months old) UHF aerial installed on our roof, the cable comes into our living room (approx 10 metres from the roof) and goes directly into our Panasonic. From the Panasonic I connect our Samsung LED TV (with built in tuner),?effectively?giving us 3 tuners. ?We typically use the Panasonic to watch and record FreeView TV - very rarely would we use the built in tuner on the Samsung TV.?

If we get drizzle, or heavy showers or slight wind we have an issue. The Panasonic goes to custard and the freeview gets pixelated and eventually the signal is lost. One would assume it was the aerial or the cable ... so we called out the aerial guys and they ran some tests. They concluded that the signal strength coming from the aerial was near on perfect - even with trying a brand new cable and luckily for us when it was raining too. No difference. He said before he left he was convinced it was the Panasonic 99% sure he says! He said the ultimate test would be to ...

... When it all goes to custard again, unplug the aerial from the Panasonic and plug it directly into the Samsung (completely?bypassing the Panasonic?altogether). So I did this yesterday and the reception worked absolutely fine through the TV. I quickly plugged it back into the Panasonic to check, and it was still knackered.?

Does anyone have any suggestions about the Panasonic, as the shop I brought it from are unlikely to refund it (it will be a year old in April) as if they test it and it works, what exactly can they do about it. I explained to the guy at the shop that it will probably work when I bring it to you etc... but I dont think he seemed to fussed to be honest.

I have checked Panasonic's website, and the latest firmware version is already installed on the Panasonic recorder. The only thing left to do would be to restore to default settings and do a factory reset which I haven't done ?yet ...

Any suggestions ....? Cheers

How about the cable and plugs, are you using the same cable for the tv and the video?

It is a tricky one, because it would be very hard or them to test too I think. Maybe you could suggest that panasonic swaps it for a refurbished unit?

What is the signal strength and quality page showing on the pixilated channel?

novadonuk

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Reply # 569184 15-Jan-2012 19:03

Thanks guys for your responses. Ill be having a detailed conversation with the shop tomorrow and will (when it happens next) film the 'evidence' including the signal strengths. I am pretty sure the caballing is fine, so as soon I have a resolution (either with the shop or after discussing the issue with Pana directly) I'll let you know. Cheers, Ian.

Brunzy

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Reply # 569473 16-Jan-2012 14:24

The issue could be lack of / too much /interference , or excess VHF signal.
Unfortunately the diagnostics will not tell you which one as they will all show up the same .
It would help if you ask the installer what the dBuV & Pre BER levels are then you would know what the issue is.
Also what like is Prime , Maori Tv on analogue and are they affected in the wind?
It sounds more like you have a lck of signal (drops out in drizzle etc) but that does not tie up with what your inst said.
These units do not appear to have as good a sensitivity as your average IDTV but , I suspect that it is not the unit at fault.

Jaxson

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Reply # 569476 16-Jan-2012 14:36

I discussed an issue I had with my Panasonic projector directly with Panasonic NZ and they were great to deal with. It had to go back via the shop but I went into the shop armed with all the correspondence with Panasonic explaining what the shop would need to do. The shop payed the shipping etc and I got great service. I'd recommend that if you get no joy from the shop.

That said, if it's under a year then they really need to come to the party. The video would really help as these things are very difficult to convey when they plug it in there and it all works!

novadonuk

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Reply # 570729 19-Jan-2012 11:21

Hi all,

So here's the update.

I discussed with shop my concerns and they offered to contact Panasonic.

They did contact Panasonic on my behalf and I was kindly advised to purchase an indoor vhf/uhf mixer from dick smith and that I may need to buy some adapters as well to get around the interference. Panasonic know about the interference on this particular model, XW-380 but are not willing to supply the parts needed to rectify the issue.

At the end of the day its not a lot of money $30-40 to get everything sweet ... but should the consumer really have to pay out to fix what can only be described as a known issue on Panasonics behalf?

I am not TV tech savvy, but it seems rather odd that I have to fork out more money to get the product working at its best? Panasonic guy was like ... are you using a Panasonic HDMI lead, I said I wasnt but bought a decent enough one $50.

Anyway ... am I within my rights to take it back to the shop and just say I am not willing to pay an additional $40 or so and want a refund. I mean I am quite happy to spend the refunded money in the shop I brought the xw380 in.

I suppose the question here is .... If I went out today and purchased an alternative to the XW380 (perhaps a different brand to Panasonic) would I get the same problem? If I did, then fair enough I'll pay the $40 ... but if not then really the onus should lie with the Shop/Panasonic surely?

Happy to hear peoples thoughts on this matter as I can only assume this may turn ugly with the shop - as they didnt seem overlly receptive to the idea me bringing it back to them.

Jaxson

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Reply # 570733 19-Jan-2012 11:33

Do you have a UHF aerial only on your roof, or two aerials joined together with a diplexer unit?
ie do you have just one long skinny aerial or an additional big aerial with the long straight sticks? Hope that makes some sense.

Some units are known to not like the VHF signal coming into them. Ones I know of are the Vantage set top boxes and the Magic TV box. The idea of the parts you are being asked to buy is to filter out any VHF signal. You don't/shouldn't need to do this if you only have a UHF aerial.

If you have both types of aerial but only need the UHF then you should consider removing the VHF aerial and diplexer altogether.

novadonuk

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Reply # 570740 19-Jan-2012 11:39

Thanks for the reply .... we had a brand new UHF aerial installed about 4/5 months ago. Its the long skinny type. The old technology that's on the roof is a satelitte dish, I asked the aerial guy would that cause a problem, he didnt think so as it wasnt that near to the aerial. I'd say it was a good metre away. Cheers

Jaxson

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Reply # 570743 19-Jan-2012 11:44

And does this new aerial run only to your unit and the TV, ie not split and run to 3 other bedrooms etc?

If you only have a UHF aerial then I would be surprised if you benefitted much from the gear you are about to purchase. I could be wrong but at the end of the day, you simply don't have to do this for other products, and if it's required to make the unit function correctly, shouldn't it be included?

novadonuk

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Reply # 570748 19-Jan-2012 11:49

The aerial comes directly in from the roof, we dont split the feed and it goes directly into the back of the XW-380.

I would tend to agree ... I dont think we should have to purchase more gear to get it to work.

Brunzy

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Reply # 570760 19-Jan-2012 12:16

Jaxson: And does this new aerial run only to your unit and the TV, ie not split and run to 3 other bedrooms etc?

If you only have a UHF aerial then I would be surprised if you benefitted much from the gear you are about to purchase. I could be wrong but at the end of the day, you simply don't have to do this for other products, and if it's required to make the unit function correctly, shouldn't it be included?

Jaxson,

Los to Kaukau in Wellington can produce some 80+ dBuV of VHF from a UHF Antenna , you dont need a VHF Ant to overload the unit, so if you are on a main Tx he could be having the same sort of issue.
The whole case depends on knowing the signal levels.
There is no point taking it back / arguing etc , if for instance you are just above threshold and one unit displays ok whilst the other drops out , but if your levels are within spec , then of course you then have a valid case.
Cheers

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