HDHomeRun FLEX 4K crashing regularly for nearly 2 years!

[lschwarcz]

BTW - Refurbished units are almost always from unwanted-purchase returns. We have Amazon set to return to us rather than put back on the shelf as new. We run all unwanted-purchase returns through full production testing and load testing when we get them back.

Hi Nickk,

So you can assure me that the exchanged unit I receive is effectively brand new, never connected, never used. Just purchased by an Amazon customer and then returned in brand new condition?

Thanks again,
Larry.

[nickk]

So you can assure me that the exchanged unit I receive is effectively brand new, never connected, never used. Just purchased by an Amazon customer and then returned in brand new condition?

Not sure how you are getting "never connected, never used" from my post. No such assurance will be made.

[KeithAbbott]

If this goes on long enough, the unit will fall out of warranty.

[lschwarcz]

So you can assure me that the exchanged unit I receive is effectively brand new, never connected, never used. Just purchased by an Amazon customer and then returned in brand new condition?

Not sure how you are getting "never connected, never used" from my post. No such assurance will be made.

Hi Nickk,

A while ago I manufactured a product that I too sold on Amazon. I only ever had one customer return the product. They had opened the box but did not use it at all.

I came to the “never connected, never used” conclusion from what you wrote, my experience as a former Amazon seller and jumping to a not totally logical conclusion .

You had posted, “Refurbished units are almost always from unwanted-purchase returns.” In my experience of one of my customers returning an unwanted item to Amazon it was unused. From this I made the error in logic of “Gross Generalization” to think that you could select a particular device that was returned but not used. Not one that a customer had tried out and then returned.

And KeithAbbott also made a good point about my warranty expiring soon. When I receive a replacement unit, does my warranty still expire on December 4, 2025? If so that gives me less than a month to fully test the unit to determine if it works properly.

Don’t forget, it seems that the replacement unit could be a perfect condition device returned from Amazon or a defective one that needed repair. Regardless of how good a job your repair group does, it’s possible that the unit I get has either the same issue it originally had, or some totally new issue introduced while being serviced. Remember my prior comment about intermittent issues?

And the “cross shipping” is still not a viable solution for me. Especially right now.

My TV provider is YouTube TV. Right now, they are in a contract dispute with Disney. I’ve been using my FLEX 4K as a backup DVR just for such occasions. This is why the occasional crashing has taken me so long to find.

Right now I’m recording all the shows I watch on ABC on the FLEX 4K. If we “cross ship” that means that I would miss what ever shows are aired on ABC until I get the replacement.

This is why I also suggested that I give you a credit card deposit. When you get my returned DVR, you then refund the deposit (or just keep the CC info in case I don’t return it).

Thanks again for your help,
Larry.

[nickk]

The warranty is the original warranty, or the RMA date + 90 days, whichever is longer.

[lschwarcz]

The warranty is the original warranty, or the RMA date + 90 days, whichever is longer.

Hi Nickk,

That's good to hear that I'll at least have a little time to verify the replacement unit works properly.

What about someone there going through your supply of refurbished units to find one that was an Amazon return but not used? Or at least doesn't look used or damaged?

And could we do the return where I give you a deposit, you send the replacement and I then send my original back to you? I'd rather not wait until YouTube TV resolves their dispute with Disney to swap units.

Thanks,
Larry.

[lschwarcz]

The warranty is the original warranty, or the RMA date + 90 days, whichever is longer.

Hi Nickk,

That's good to hear that I'll at least have a little time to verify the replacement unit works properly.

What about someone there going through your supply of refurbished units to find one that was an Amazon return but not used? Or at least doesn't look used or damaged?

And could we do the return where I give you a deposit, you send the replacement and I then send my original back to you? I'd rather not wait until YouTube TV resolves their dispute with Disney to swap units.

Thanks,
Larry.

Hi Nickk,

It’s been over a week since you’ve last replied. Perhaps you’ve been on vacation?

You have not answered my last questions about getting my FLEX 4K fixed.

• Instead of a “cross ship” could I give you my credit card information, you ship out a replacement and when I get it only then do I send my old one back. This way I don’t have any down time.
  
  This is especially important now with YouTube TV blocking all Disney channels. I only use my FLEX 4K as a back to YouTube TV for situations just like this. This is also why I had those periods of not replying over these past two years. I don’t use it daily.

• Instead of someone there just grabbing the next refurbished unit to send me someone can go through the piles of refurbished units there to find one that looks most likely to look and work as good as a new one. Is this possible?

If neither of these is acceptable to you, I do have another proposal.

You agree that we wait until YouTube has resolved the issue with Disney and have restored all of the Disney content to their service. At this point I won’t need my FLEX 4K daily.

I then send my unit back to you and you fix my actual unit instead of sending me a refurbished unit. This way when I get it back I know what was wrong and can keep an eye peeled for this one particular issue.

If you send me some random refurbished unit I’ll have to keep an eye out for all features working properly.

Thanks again,
Larry.

[lschwarcz]

The warranty is the original warranty, or the RMA date + 90 days, whichever is longer.

Hi Nickk,

That's good to hear that I'll at least have a little time to verify the replacement unit works properly.

What about someone there going through your supply of refurbished units to find one that was an Amazon return but not used? Or at least doesn't look used or damaged?

And could we do the return where I give you a deposit, you send the replacement and I then send my original back to you? I'd rather not wait until YouTube TV resolves their dispute with Disney to swap units.

Thanks,
Larry.

Hi Nickk,

It’s been over a week since you’ve last replied. Perhaps you’ve been on vacation?

You have not answered my last questions about getting my FLEX 4K fixed.

• Instead of a “cross ship” could I give you my credit card information, you ship out a replacement and when I get it only then do I send my old one back. This way I don’t have any down time.
  
  This is especially important now with YouTube TV blocking all Disney channels. I only use my FLEX 4K as a back to YouTube TV for situations just like this. This is also why I had those periods of not replying over these past two years. I don’t use it daily.

• Instead of someone there just grabbing the next refurbished unit to send me someone can go through the piles of refurbished units there to find one that looks most likely to look and work as good as a new one. Is this possible?

If neither of these is acceptable to you, I do have another proposal.

You agree that we wait until YouTube has resolved the issue with Disney and have restored all of the Disney content to their service. At this point I won’t need my FLEX 4K daily.

I then send my unit back to you and you fix my actual unit instead of sending me a refurbished unit. This way when I get it back I know what was wrong and can keep an eye peeled for this one particular issue.

If you send me some random refurbished unit I’ll have to keep an eye out for all features working properly.

Thanks again,
Larry.

Hi Nickk,

Great news! YouTube TV has resolved their contract dispute with Disney so my daily need for my FLEX 4K has been resolved!

It's now down to one unanswered question for you:

• Can I send my unit back to you and you fix my actual unit instead of sending me a refurbished unit? This way when I get it back I know what was wrong and can keep an eye peeled for this one particular issue.
  
  If you send me some random refurbished unit I’ll have to keep an eye out for all features working properly.

Is this acceptable to you?

Thanks,
Larry.

[nickk]

[*]Can I send my unit back to you and you fix my actual unit instead of sending me a refurbished unit? This way when I get it back I know what was wrong and can keep an eye peeled for this one particular issue.

Given the symptom the unit will be replaced, not repaired. The old unit will be scrapped (recycled).

[lschwarcz]

[*]Can I send my unit back to you and you fix my actual unit instead of sending me a refurbished unit? This way when I get it back I know what was wrong and can keep an eye peeled for this one particular issue.

Given the symptom the unit will be replaced, not repaired. The old unit will be scrapped (recycled).

With a replacement unit, will all of the content recorded on my external drive be retained?

And, will the new unit automatically be linked to my guide subscription?

Essentially, when the replacement arrives, will it be plug-and-play and I'll then be back up and running with the same shows set to be recorded and all of my prior recordings still on my drive available to view?

Thanks again,
Larry.

[nickk]

With a replacement unit, will all of the content recorded on my external drive be retained?

Yes

And, will the new unit automatically be linked to my guide subscription?

You will need to log in with your activation code via the app - Settings, DVR Account.
Support can provide your activation code if you can't find it.
Once entered everything will be back - your recordings, your recording rules, etc.