Internet buyers beware - warranty issues

[wildman]

I don't know if this is the normal for a warranty repair but this is my experience with PCH.... Just under 3 months to get the unit fixed with no compensation, not even extending the warranty when I only received the unit about 8 weeks before failure...

I was happy with the first attempt of fixing my unit but when they sent me a faulty replacement (that said it was tested but obviously wasn't), that's when the service went rapidly downhill..

Again, this was my experience and I'm sure anyone else in this position would feel just as frustrated as I have been...... See history below, starting from the bottom...



I finally received a working mainboard today (8/28/08)


RMA center will clear all the pending RMA case by today and tomorrow (US time). Sorry for the delay.
by: Popcorn Hour Support on 8/17/2008 11:34:52 PM


Few days have past, whats happening?
by: Annoyed on 8/17/2008 11:25:22 PM


Your kidding aren't you, not in stock (even more delays).... How about sending me the A-110 board then (with new face and back plates, and new AV board i suppose) for the inconvenience. Read the history to this case, look how long it has been open for, I bet the community forum would love to read about this service repair......
by: Annoyed on 8/14/2008 11:18:05 PM


Hi, Due to low stock level of the main boards, RMA center will ship out your replacement main board in these few days time. Sorry for the delay.
by: Popcorn Hour Support on 8/14/2008 8:37:31 PM
any chance of getting RMA391 shipped back to me today rather than waiting for the weekend to pass?
by: Annoyed on 8/14/2008 7:30:35 PM


noted.
by: Popcorn Hour Support on 8/1/2008 3:31:24 AM


I can not do any more testing as the main board is on its way back to the US.
by: Annoyed on 8/1/2008 3:16:55 AM


Hi, To confirm your PCH A-100 problem and avoid misunderstanding, Have you test with 44khz MP3 files in composite output? How about the audio setting in HDMI setup?
by: Popcorn Hour Support on 8/1/2008 1:31:58 AM


I just issued a RMA for you to send back the main board to investigate and repair/replacement. You can find your RMA number and instruction to send back RMA on "My Returns" tab after login this system. Our RMA center will update the status of RMA from "Issued" --> "Received" --> "Processing" --> "Shipped" in "My Returns" once they received and process your RMA.
by: Popcorn Hour Support on 7/31/2008 11:26:43 PM


Keep in mind I have to spend an extra $30 sending back the faulty part (I can accept the cost of returning the first part but it is very annoying that I now have to pay extra for sending back a part that wasn't fully tested)
by: Annoyed on 7/31/2008 11:03:51 PM


I dont have an amplifier so no point testing if it works using one as I still wont be able to use it at home (no need to prove that other features work as the main feature doesn't)... I do hope that you will extend the warranty period for this unit after all the hastles I have to go through..... Please issue RMA so I can organise post this afternoon
by: Annoyed on 7/31/2008 10:50:25 PM


Hi, we have no choice but once we will immediately send the replacement main board to you once receive your RMA main board. The new replacement main board we usually make full test before ship to you. You may also go to your friend's house to test with different environment and test with the amplifier. Please advise so that we could issue you RMA. Thanks.
by: Popcorn Hour Support on 7/31/2008 10:32:50 PM


I have received the AV board, still no sound........ Now 2 months with something that doesn't do what I have paid for..... Please don't tell me to send back the main board so you can investigate before you send me "another" replacement as last time it took 6 weeks to get the faulty part.......I will send the main board back but I want you to send me another now rather than wait for it to arrive in the US... Some sympathy please guys...
by: Annoyed on 7/31/2008 2:04:45 AM


Noted. Our Hardware engineer mentioned that it could not cause any problem for the AV board Or audio problem. However we will wait you to test the new AV board with your current main board before we could make any conclusion. Thanks.
by: Popcorn Hour Support on 7/23/2008 11:42:07 PM


I can see that the AV board is now on its way (good).. What has your production side had to say about the poor solder joint (as shown in the photos)?. What I have noticed the the main board and av board that I have also looses the saved SMB shares after a being switched off for a while (2 days). I am still suspicious that there is a fault with the main board as well....
by: Annoyed on 7/23/2008 9:29:08 PM


We will check with RMA center.
by: Popcorn Hour Support on 7/22/2008 10:21:07 PM


AV board still hasn't been shipped
by: Annoyed on 7/22/2008 10:01:11 PM


RMA center will ship it either today or tomorrow and the status will update as"Shipped".
by: Popcorn Hour Support on 7/20/2008 11:51:52 PM


MPR states that AV board has been issued, does that mean it has been shipped?
by: Annoyed on 7/20/2008 11:34:08 PM


We already feedback to our productions side to check with it. You may test with the new AV board first that we will send to you later.
by: Popcorn Hour Support on 7/20/2008 11:18:22 PM


has anyone had a chance to look at the solder joints yet?
by: Annoyed on 7/18/2008 3:50:34 AM


Noted. We will review it and let you know.
by: Popcorn Hour Support on 7/17/2008 3:37:43 AM


I have just emailed support@popcornhour.com 3 photos of the bad solder joint on the bottom of the main board... Please advise if this is normal.....
by: Annoyed on 7/17/2008 2:54:29 AM


We will ship it via USPS. MPR AV board just issue to you.
by: Popcorn Hour Support on 7/17/2008 12:16:02 AM


OK, but can you please confirm it will be express posted to me....
by: Annoyed on 7/17/2008 12:08:20 AM


We will issue you new AV board only instead of main board.
by: Popcorn Hour Support on 7/17/2008 12:05:10 AM


I will send a photo tonight when I get home from work... Could you please issue a main board as well just in case the replacement main board is faulty instead of the av board. I would hate to receive the av board to then find out it is a faulty main board. Could it also be express posted please, not the standard priority mail...
by: Annoyed on 7/16/2008 11:27:19 PM


You may send the picture to support@popcornhour.com and can we issue the new AV board to you for testing the audio first since your PCH have encountered no audio. Please advise.
by: Popcorn Hour Support on 7/16/2008 11:09:00 PM


The unit wont play sound at all now, so if you like I will send it back to the RMA centre today/tomorrow. Can you please "express mail" me a properly tested main and av board sooner rather than later... If possible could you please reply to this post earlier in your day so I can reply back without having to wait untill tomorrow for you response...
by: Annoyed on 7/16/2008 9:43:24 PM


I will take a photo for you but what email address do I send it to... Also, what do you mean "Please advise whether this MPR AV board is suitable for me".. Either way, the unit is faulty, can we speed up this process by you sending me another board now and when I receive it, I will send the faulty ones back for you to investigate...
by: Annoyed on 7/16/2008 3:28:47 AM


Can you take the photo of the main board or AV board which you state that might have solder problem so that we could check with it.
by: Popcorn Hour Support on 7/16/2008 2:05:28 AM


Please advise whether this MPR AV board is suitable for you?
by: Popcorn Hour Support on 7/16/2008 2:02:52 AM


Any comments guys???
by: Annoyed on 7/16/2008 12:54:31 AM


I couldn't do anything last night to get it going again. To me the main board or the av board is faulty. Would it be possible to have another set "express posted" to me so it doesn't take another 2 weeks to arrive (please).....
by: Annoyed on 7/15/2008 7:30:46 PM


I am using a WD HDD.... I now have the main and av boards out of the case and just sitting on a wooden shelf (allowing air to pass underneath the unit so it doesn't over heat). I was watching a movie, paused it for about 2 hours (while I went out for dinner), when I came back and pressed play, the movie continued, but the sound had dropped out... I had to turn the unit off, wait for it to cool down and then it played again....?.... I cant do anything that will get the sound going every time (very intermittent) - spomtimes I need to let it cool down, other times I need to reseat the av board and sometimes I just power it off then on again... Very strange....
by: Annoyed on 7/15/2008 4:00:08 AM


The AV board need Back plate 2pcs black screw to hold it when place it. BTW, are you screw all the main board and AV board with main board have 3pcs screw.
by: Popcorn Hour Support on 7/15/2008 3:28:15 AM


Do you mean the moment you attach the back plate to the casing, the audio will lost?
by: Popcorn Hour Support on 7/15/2008 3:23:31 AM


Are you using WD HDD as that HDD doesn't align well into PH with 4 screw in place?
by: Popcorn Hour Support on 7/15/2008 3:19:36 AM


Mono Left - Output Left Channel to both speaker. Mono Right - Output Right Channel to both speaker.
by: Popcorn Hour Support on 7/15/2008 3:16:35 AM


Hey guys, I havent heard anything from you, just wonding what is happening?
by: Annoyed on 7/14/2008 7:33:00 PM


More info - I dont think the solder joint is the problem as when I put the boards back into the case, sound stopped working again...?.... I have to leave the back plate off for it to work..?..I have something under the end of the av board to stop it touching the case as there are no screws holding the board up of the bottom plate. I also noticed that I cant screw the HD in place, it is about 2mm offset to the front of the unit.. I cant say if this was the same on the board I sent you as I hadn't had it long enough to screw the HD in place.. What am I doing wrong??? (again I will email you pictures if you like)
by: Annoyed on 7/12/2008 10:04:35 PM


just to add a bit more info on the corroded solder joints - it looked as if the corrosion was causing a short between a couple of the pins. The corrosion was on the back of the IDE interface plug in about the middle of the socket. I just though I should let you know this as I didnt mention that the corrosion was enough to go between pins and possibly cause a short...
by: Annoyed on 7/12/2008 8:58:32 PM


I had another look at it again today, hoping I was doing something stupid that was causing the audio not to work - still no luck. I had a good look at the main board to see some of the solder joints underneath looked a bit corroded (or dirty) so I gave it a rub with an old toothbrush (it was a clean toothbrush) and now I have audio?.. What I notice now is if I use the remote to change from stereo to mono left and mono right, it still plays through both speakers on the TV? I tried unplugging one of the sound ports on the PCH and it only played through one speaker on the TV (I did this to check that the TV wasn't bridging the audio to both speakers).. I am now a bit concerned that the solder joints will go bad again as it corrodes more over time (or there is some other intermittent fault).. Could I ask if you could send me another main board ( and possibly another av board - just in case) and when I receive them, I will send back the ones I am using now. I you like I can take a photo of the bad solder joints and email it to you..
by: Annoyed on 7/12/2008 8:55:02 PM


Upgraded to latest firmware again (without HD) - no audio. Reseated main board and av board - no audio. I then tried as a last resort to rename the firmware.bin file to up5fw2TP.bin and reboot the unit with usb connected (as in the 5th comment from the beginning of this case) - didn't appear to do anything - booted normally - anyway, still no audio.. ) I don't have a digital receiver so I cant try the coaxial audio port.... Please help, I do hope there is something I can do without having to send the unit back to the US again as it has been 6 weeks since it broke now :-(
by: Annoyed on 7/12/2008 3:36:49 AM


Also tried without HD (playing media from smb share) - still no audio. I have checked the audio setup, all set to Analogue (PCM) (except DTS). Downgraded firmware to 01-15-080330-14-POP-402 -still no audio (via usb - took a very long time - more than 30 minutes.....?...). Will now try upgrading firmware to latest again (via usb - without internal HD).... Hmm, I might also remove and reseat AV board - will let you know...
by: Annoyed on 7/12/2008 2:59:21 AM


Hi again guys, I have received the unit back but I cannot hear any audio (for videos or MP3's). The first thing I had to do when turning on the unit was to load firmware (which I did online) - went through fine. I have also powered off and on the unit, reset back to factory defaults and tried different av ports on the TV.... Any other ideas?
by: Annoyed on 7/12/2008 1:30:17 AM


According to our experience with USPS, Normally it will take some time probably in 10 to 14 days to arrive in Australia. But we will check again with USPS about, if confirm USPS lost the main board which we send out on 27th of June we will make the claiming from them and resend the new main board to you.
by: Popcorn Hour Support on 6/30/2008 11:46:22 PM


Hi again... According to the tracking number of the RMA, the parcel hasn't been picked up yet - do you know what is going on.. This is what UPSP has for that tracking number: The U.S. Postal Service was electronically notified by the shipper on June 27, 2008 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date. Sorry to keep harassing you.
by: Annoyed on 6/30/2008 10:50:24 PM


Normally RMA center will perform the test on new replacement main board and ship it out after 1 week after RMA center receive your main board. RMA status will update to "Shipped" once ship out the replacement main board.
by: Popcorn Hour Support on 6/27/2008 12:32:12 AM


Any Ideas on how long they have it before shipping out a replacment?
by: Annoyed on 6/26/2008 11:58:41 PM


Welcome. Will update the RMA status once the replacement ship out.
by: Popcorn Hour Support on 6/25/2008 9:21:21 PM


fantastic. Thanks for all your prompt responses. Great post sales support guys. I cant wait to get the unit back now as i have collected a heap more stuff for it. Again, great product and great support. Thanks.
by: Annoyed on 6/25/2008 4:09:37 AM


Good news, RMA center receive your main board on 23/6/08 with main board and AV board received. They just update your RMA status.
by: Popcorn Hour Support on 6/25/2008 1:37:51 AM


I dont suppose it has turned up yet has it guys. I have also reported it lost to Australia Post - waiting to hear what they have to say...
by: Annoyed on 6/25/2008 12:57:10 AM


We estimate will arrive in these few days. If still not arrive we will check our forwarder and see what can we do. If the package claim lost we will claim it from USPS directly.
by: Popcorn Hour Support on 6/20/2008 12:56:47 AM


OK. Thanks for trying anyway. I will lodge a formal complaint tonight when I egt home from work and we will see what happens.. If the item is lost, would it be possible to buy another mainboard and video connection board from you (possibly a reconditioned one to keep my costs down). If so, how much would I be looking at...
by: Annoyed on 6/19/2008 8:42:31 PM


Without the tracking number we unable to check your package status in our local post office in Fremont. we will see these 2 days whether the package will arrive in our RMA center. Meanwhile you can double check your local post office and complaint if needed for the the status
by: Popcorn Hour Support on 6/19/2008 8:34:22 PM


Any luck guys.. I do hope it hasn't been lost in the post.....
by: Annoyed on 6/19/2008 7:28:02 PM


Noted. We will check it out either today or tomorrow
by: Popcorn Hour Support on 6/17/2008 8:45:09 PM


I have just checked with the post office here and they haven't got a tracking number... I then called Australia Post and they suggested that it could take up to 10 working days to get there - 10 working days would be upto today... If it doesn't arrive by tomorrow, they suggested that if you could contact your local post office to see if they have the goods - I would be very appreciative if you could do that for me (obviously not part of you day to day job). If you could then let me know as I will then need to lodge a "Customer Complaint" here and then they (Aust Post) will see what they can find out...
by: Annoyed on 6/17/2008 8:36:25 PM


Our RMA center still haven't receive yet, Please provide us the tracking number so that we let RMA center to check the package status
by: Popcorn Hour Support on 6/17/2008 3:37:46 AM


just wondering if you have received the product yet as it has been 13 days and it was sent via airmail?
by: Annoyed on 6/17/2008 3:15:17 AM


OK. The status will become "Received" once we received the mainboard
by: Popcorn Hour Support on 6/5/2008 3:41:16 AM


I have taken the main board and the video connection board out and they are on their way to the U.S. Thanks again...
by: Annoyed on 6/4/2008 3:16:17 AM


I just issued a RMA for you to send back the main board to investigate and repair/replacement.
by: Popcorn Hour Support on 6/4/2008 12:07:36 AM


Tried the firmware update - nothing happens, light on the thumb drive doesn't even flash... The HDD is a Western Digital, but I have removed it and is still like it isn't powered on... Nothing appears on the TV when I power off and on the PCH..
by: Annoyed on 6/2/2008 7:37:48 AM


You can try this out .1. Download Popcorn Hour firmware from http://www.popcornhour.com/download/firm...pdate.html 2. Rename Popcorn Hour firmware bin to up5fw2TP.bin 3. Copy up5fw2TP.bin to ROOT folder of USB 4. Plug in USB and boot up the NMT 5. Wait for around 10~15 minutes for the recovering process to finish 6. If it doesn't reboot after 15 minutes, try unplug the power cable and power up the device manually
by: Popcorn Hour Support on 6/2/2008 12:33:59 AM


any LED light up or grey color boot up logo appear when try to boot up without HDD?
by: Popcorn Hour Support on 6/2/2008 12:33:21 AM


Can you try other HDD to test and please advise what HDD your using now
by: Popcorn Hour Support on 6/2/2008 12:31:20 AM


Also have tried removing the internal HD, still no lights on the front when plugged into power...
by: Annoyed on 6/1/2008 9:23:33 PM


To Support. My Popcornhour box has died overnight. When I went to use it today I noticed the internal Hard Drive was still spinning but there were no lights on the front of the unit. I unplugged the power, waited 10 seconds and then plugged it back in, still no lights on the front and the internal HD took about 10 seconds to spin up to speed??? I have tried another power pack (12v-3Amp) thinking it could be that due to the HD not spinning up quickly but it made no difference.. Nothing appears on screen either.. Popcornhour details: Serial Number : xxxxxxxxxxxxx Invoice Date : 8-Mar-08 Invoice Number : PCHInvxxxx I live in Perth, Western Australia. Is the somewhere in Australia that I can send the unit to have it assessed/repaired/replaced or does it have to goto China where it was ordered from.. Is there anything you can suggest I try first, or do I just wait to hear from you regarding the product return details.. I am sure everyone is the same but if this could be promptly addressed, I would be very appreciative, as I feel naked without my Popcornhour.. Thanks in advance Annoyed
by: Annoyed on 6/1/2008 12:11:47 AM

[notdavid]

Sorry to hear about all your issues.
I personally own Four (4) PCH A100's, and have helped purchase six others.
All on the Internet, not a problem with purchase, I had one PCH die an early death out of the box.
Got an RMA in less than an hour, sent it in and received it back in ten days, working fine!
In fact, I had scratched the top by accident, and they replaced it while it was in the shop!
Nothing but happy and satisfied here!!


-ND

[chris57]

Thread now locked.

The thread wasnt deleted so as to make you feel that you had your say etc. The forum is for NMT users to help each other get the best from their NMT. It is not for manufacturers. They wont comment on individual transactions and if they are going to be quoted verbatim will become very guarded in the help/assistance they give. There are many examples of PCH suport going out of their way to help, sending parts that users have lost or accidentally broke etc.