Shaw Direct customers fume over non-existent firmware updates
In November 2008, Star Choice, now called Shaw Direct, announced that it would be updating the firmware of its DVR530, DSR505, DSR317, and DSR207 satellite receivers in the spring of 2009.
At the time, Canada’s number two Direct-to-home satellite television provider promised firmware updates with new features such as an enhanced electronic program guide, improved information screens for shows and movies, interactive search, new features for the digital video recorder and more.
Now six to nine months after the firmware updates were promised, Shaw Direct customers are fuming over the company’s failure to deliver. Not only has Shaw Direct failed to deliver on enhancements, but they have failed to provide customers with firmware that delivers basic trouble free PVR functionality.
Digital Forum members tell us of $700 Shaw Direct PVR’s which have trouble rewinding and fast forwarding and can’t record two stations at a time despite having two tuners.
For the record, the only changes Shaw Direct customers have seen in the last year was in April when the company removed all references to the proposed firmware update on the company website. Rather than deal with the problem, the company simply tried to pretend the software enhancements had ever been announced.
Customers who have inquired about the update in the last year have not been given any reason as to why the firmware update have not been delivered.
A Shaw Direct insider tells Digital Home the missed firmware update deadlines are a result of a technical development team which has been plagued by management meddling, poorly written code and weak project management.
Insiders tell Digital Home that Star Choice management had originally planned on delivering the updates in October of 2007 but by April 2009, poor planning and execution had led to nothing more than firmware riddled with bugs and still in testing.
And for the record, Shaw has recently announced the firmware updates for its DVR530, DSR505, DSR317, and DSR207 satellite receivers are now expected in November.
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