Can this happen ...??

[myself01]

Hi,

I recently had an issue with my TM-Twin box (which is mentioned in another thread/topic on this forum).

Basically, once morning I got up and switched on the tv and found that the TM-Twin was stuck on CrossEPG updating. I tried to press any button on the remote and nothing worked. Then I tried all the buttons on the box itself and still no response.

After waiting for a long time, I switched off the device and restarted it - only to find that the TM-Twin was not stuck on 'Starting ...' message.

I tried everything I could to get it to work, reflashing bootloade, image, etc but nothing would work as it would not recognize any of my usb sticks and the ethernet port was also not showing any lights (meaning that the box was simply not booting and was therefore not on the network).

I sent it back to the shop I bought it from and they told me that something I downloaded overwrote some other important files. I don't agree with this as I didn't download anything.

They also told me that the usb port of the box were now malfunctioning and that they were going to send the box back to Technomate to get it fixed or replaced.

My questions are:
- Can a update from CrossEPG corrupt other system files on the box (as that is what seems to have happenned)?
- Can this physically damage the hardware i.e. USB port not working and ethernet not working, etc.
- Is this covered by manufacturer warranty - as this is not something I have done. Everybody would update the EPG at some stage either manually or automatically, so I'm not sure what did I do wrong?

The box is currently with Technomate and I am waiting to hear from them.

Any help/suggestions would be appreciated. Also, if this happens again, what do I do ???

Regards,

[scruff1963]

You have asked this question(s) elsewhere and you have recieved an answer from a director of tm
From the horses mouth so to say.

[myself01]

Thanks.

The reason for asking same question on both sites was basically to increase the chances of getting some answer to my problem. I hope that is not seen as an issue by the moderators.

I've just checked the answer on the other site and I've received a detailed answer from 'digidude'. Do you mean that he/she is TM director?

If yes, then that's really cool. I always thought that these forums are supported by general public out of personal interest, and not necessarily by people working for these companies.

Thanks for help guys :-)

[Larry-G]

Thanks.

The reason for asking same question on both sites was basically to increase the chances of getting some answer to my problem. I hope that is not seen as an issue by the moderators.

I've just checked the answer on the other site and I've received a detailed answer from 'digidude'. Do you mean that he/she is TM director?

If yes, then that's really cool. I always thought that these forums are supported by general public out of personal interest, and not necessarily by people working for these companies.

Thanks for help guys :-)


no Digidude is a lot of things but he's not affiliated with technomate other than the fact that he sells them.

[scruff1963]

Please don't misunderstand me I wasn't saying you can't ask on more than 1 forum I was just saying that there was an answer on the other forum.
Most of use use more than 1 forum, I use this site as it is the home of openvix and I use vix on my tmtwin, without the work from the openvix team the tmtwin would still be unreliable, to be honest it is so reliable now it is boring. I also follow the other site as it is more box specific then software specific.

On most sites it's users but there is nothing to stop people with a commercial interest being members, it's the mods/admins that make sure that anything to biased is moderated.

[myself01]

Hi

Just an update.

I just received a call from the dealer, and he was told this by Technomate engineer that the flash on the TM-Twin box was damaged and that they are fixing it but will charge for it and I'd have to pay for it. TM have said that their normal charge is £60 but because they know my dealer pretty well, the would do it for £30.

They are saying that I tried to download something and in the middle of the update I either pulled the usb stick out or pulled the power out -> which damaged the flash memory.

I completely disagree with this as I didn't do that. The TM-Twin was stuck on the CrossEPG update and stuck there for a long time. Only after trying everything else did I switch off the power and restarted it. What else could I have done??

The dealer from whom I bought this box has also been told that I should not use any external usb HDD with the TM-Twin as they are rubbish and that I should only use internal HDD. I work in the IT industry and have been in for over 17 years and am really technically sound, and I do know what is good and what is bad.

Furthermore, the TM engineer has said that if this happens again, the cost to fix would be 60% of the cost of the box !!!!!

I am now really pissed off as these statements are completely rubbish. Also, it can happen again as well .... can't it?

So I am now supposed to pay for the repairs (at no fault of my own), spend another £50 for an internal HDD, and then use the box with a thought in my mind that if this happens again - I'll have to pay hundreds of pounds to get this fixed at no cost of my own .... fantastic !!!!!

Is this right? Can anyone guilde me on what mu options are?

Regards,

[judge]

How long have you had it? shouldn't it still be under warranty?

[myself01]

Just around 2-3 weeks :(

[judge]

Nah, I'd be extremely pissed at that too.
Call TM yourself now that they have it & forget about the dealer for now...

[Rob van der Does]

In theory it's rather simple: the dealer has to prove it's your fault. If he can't he isn't allowed to charge you anything at all.
But in the practice it may be more difficult.........

[Mr. Mister]

Hi

Just an update.

I just received a call from the dealer, and he was told this by Technomate engineer that the flash on the TM-Twin box was damaged and that they are fixing it but will charge for it and I'd have to pay for it. TM have said that their normal charge is £60 but because they know my dealer pretty well, the would do it for £30.

They are saying that I tried to download something and in the middle of the update I either pulled the usb stick out or pulled the power out -> which damaged the flash memory.

I completely disagree with this as I didn't do that. The TM-Twin was stuck on the CrossEPG update and stuck there for a long time. Only after trying everything else did I switch off the power and restarted it. What else could I have done??

The dealer from whom I bought this box has also been told that I should not use any external usb HDD with the TM-Twin as they are rubbish and that I should only use internal HDD. I work in the IT industry and have been in for over 17 years and am really technically sound, and I do know what is good and what is bad.

Furthermore, the TM engineer has said that if this happens again, the cost to fix would be 60% of the cost of the box !!!!!

I am now really pissed off as these statements are completely rubbish. Also, it can happen again as well .... can't it?

So I am now supposed to pay for the repairs (at no fault of my own), spend another £50 for an internal HDD, and then use the box with a thought in my mind that if this happens again - I'll have to pay hundreds of pounds to get this fixed at no cost of my own .... fantastic !!!!!

Is this right? Can anyone guilde me on what mu options are?

Regards,

How about you name the supplier that is advising you of these issues... ???

[myself01]

I don't want to do that as of now because he operates from home and is a small-time dealer and does not have a shop.

He lives opposite my home so I know him well. If it turns out that he's been playing me up, I will surely let you guys know.

[Sicilian]

I don't want to do that as of now because he operates from home and is a small-time dealer and does not have a shop.

He lives opposite my home so I know him well. If it turns out that he's been playing me up, I will surely let you guys know.

Your being taken for a ride, your unit is under warranty and should be repaired free of charge.

Call Richard @ Technomate and explain the situation.

Technomate Ltd
Unit 11 Nobel Road
Eley Industrial Estate
Edmonton
London N18 3BH
United Kingdom
Telephone
+44 (0)20 8884 0701

[basilyoung]

and trying to charge you, thats a rip off, so i would,nt protect him,

[myself01]

Final Update on this issue:

I've had a phone call with the Technomate engineer (Richard) who also talked to the TM dealer today morning to resolve the situation.

The flash on the TM-Twin unit was blown up, but not by me. Apparently, the dealer tried to fix the unit and blew up the flash and has accepted this to TM engineer.

Technomate are replacing the unit and possibly providing me a new one FREE OF CHARGE. He also told me that they don't charge customers on the first instance of the problem even if it is customer's fault. But if it happens again, then they do charge - which I think is ok.

He also explained to me that the external usb hdd are typically designed for computers and not A/V DVR recordings. Also, the external usb can go to sleep and power saving modes. This can cause an issue because if the sat receiver sends a signal to the external USB HDD to start recording, the usb device can take some time before it turns itself on and reaches the full hdd rpm speeds and be able to record. This sometimes results in recordings which do not work and other issues with external usb HDD.

I agree with the explanation provided and have therefore asked them to put an internal HDD, for which I will pay them seperately.

He also explained to me that Technomate's first priority is the customer. If a customer comes to them with a problem they do try their best to resolve it to the customer's satisfaction - and that too without charging the customer. They don't ask for receipts/invoices, etc as long as you have the box with you or you call them.

My going through my dealer was possibly a mistake and will not do that again.

I therefore thank Technomate for their excellent customer service provided to me and also the members of this forum for their useful advice.

I think this topic can now be closed as I am happy with the outcome.

Thanks.

[Rob van der Does]

Good to see it sorted!
But about 'My going through my dealer was possibly a mistake and will not do that again': nrmally the retailer should be a customers POC, not the manufacturer. So you acted OK, but your dealer absolutely didn't.

[Trial]

Hi myself01,
concerning USB hdds there one should be careful. USB 2.0 has only to deliver 500mA which is for most 2.5´´ hard drives not enough during start. They often need more. If the USB port is not backed by a fuse you might get serious problems.

ciao