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Ask Jim response to 530 update cancellation

32K views 109 replies 52 participants last post by  Michigander 
#1 ·
After hearing that the 530 firmware update had been cancelled I sent an email to "Ask Jim" asking to confirm what had been reported here as well as any news about the 6XX series or ANY news about their PVR plans. I expressed my disappointment in the way SD has handled this and suggested they need to do a better job at communicating with their customers in a timely manner. This is the response I received after only 3 hours:

"Thank you for taking the time to email us at Shaw Direct and bring your concerns to our attention.


We’ve been working diligently to bring these features to the HDPVR 530 receiver. Ultimately, we have been unable to make the software perform to the standard that our customers expect and deserve. In light of the dynamic nature of the industry and unpredictability associated with software and hardware development we have chosen not to release the new software on the HDPVR 530.



Additionally, the HDPVR 530 currently has a feature set that our customers are familiar and comfortable with. Feedback from an extended Employee Field Trial of over 500 staff members has included consistent concerns about the “change” introduced by the new software, such as music channels being moved or the Browse Bar not being available anymore. In keeping with our vision of providing outstanding customer experiences, we have chosen not to fundamentally change the viewing experience of customers who may not want the change.



We are scheduled for an update regarding the new information for the upcoming PVR 630’s by the end of next week. With this announcement we will be able to provide more information regarding the release date and specifications.


Should you have any further questions or concerns, please feel free to contact us. Please include any previous correspondence with your replies.


Thank you for choosing Shaw Direct,
Ross – on behalf of Jim Cummins
Business Support - Ask Jim
Shaw Direct - Shaw Communications Inc.
24/7 Customer Care - 1-888-554-7827"
 
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#93 ·
Here is My Recent Response From SD

In January, I threatened to switch to Bell as they have in my opinion, the best HDPVR currently in the Canadian Market.

To entice me to stay, they promoted the upcoming "Upgrades" including recording 2 channels at one time and the 14 day guide listing. In January, I was told that it was in its final stage of testing and was scheduled for release next quarter. They gave me programming credits so that the price paid for the new HDPVR matched Bell's new customer pricing. They also threw in the "new customer" program pricing mentioned on other threads on this site. Based on all of that, I decided to stay.

I recently contacted them to find out when this was happening... here is my communication. I gave them my cell which I either have on or call forwarded to my house when it is turned off. They say they tried to contact me several times but failed...They are out right lying. These people like to avoid direct questions as noted below! It is a long post but details the whole process I went through: (I copied it from my email and did some basic editing to remove personal info but the messages are unedited)

From: Shaw Direct - Contact Us <contactus@shawdirect.ca>
Subject: RE: Contact Us Online - Hardware
Date: Wed, 28 Jul 2010 13:48:26 -0600

Thank you for your reply. We will be unable to provide further
information regarding the HDPVR630. We are aware that we will be
releasing the receiver soon with no confirmed price or further
information. We will not be able to provide a complimentary receiver for
the HDPVR630.

We would kindly request to contact us at a later date when we will be
able to provide further information regarding the receiver. At this time
we may be able to review your account and offer the receiver with a
discounted rate
. As stated in previous correspondence we do not have
pricing or release dates available.

We understand the frustration when you purchase new equipment and at a
later date something newer is available. We do appreciate your business
and value you as a customer.

Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.

Thank you for choosing Shaw Direct,

Jennifer
Business Support, Contact us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 (24/7/365) / Fax: 1-800-872-8219

ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER

***

Sent: Monday, July 26, 2010 7:39 PM
To: Shaw Direct - Contact Us
Subject: Re: Contact Us Online - Hardware

I asked some important question in my previous email that were not
completely answered. Please respond directly to the question as
highlighted in red text.

Are there plans to release a new model that will function as advertised
to
me? If so, am I entitled to a complimentary update?

***

Shaw Direct - Contact Us wrote:

We appreciate you taking the time to get back us.

We understand you being very upset with us regarding the HDPVR530. As
stated earlier in our e-mail, we apologize for the premature information
that was released. The 530 software will not be updated as after
extensive development and testing efforts, the HDPVR530 was deemed to be
incompatible with this new software.

Please watch for our HDPVR630 to be released in the near future.

Should you have any further questions or concerns, please do not
hesitate to contact us. Please also include all previous e-mails with
your replies.

Thank you for choosing Shaw Direct.


Debbie
Business Support - Contact Us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 Fax: 1-800-872-8219

ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER

***

-----Original Message-----

Sent: Saturday, July 24, 2010 12:24 PM
To: Shaw Direct - Contact Us
Subject: RE: Contact Us Online - Hardware

Thank you for your reply.

I wish to discuss your response in more detail.

Firstly, I would like to address the "difficulty" in getting a hold of
me.
I have given you my cell phone which I am available under almost all
circumstances 24/7; if I turn my cell off, it is forwarded to my house.
If
I miss a call, I return the call according to call display. I can assure
you that I have checked my missed call list and I have not missed your
call. I sincerely have to question the effort that was placed on this
aspect.

Secondly, prior to making my purchase of the HDPVR, I was given
information
that greatly influenced my decision to stay with Shaw. I was already
planning to proceed ahead and switch providers. That information was
addressed in my first email. Now I am being told that the equipment I
purchased is not capable of performing as described to me.

Are there plans to release a new model that will function as advertised
to
me? If so, am I entitled to a complimentary update?

If there are no plans to offer this product in the immediate future,
what
compensation will be offered to me for receiving false and misleading
information from Shaw?

***

Original Message:
-----------------
From: Shaw Direct - Contact Us contactus@shawdirect.ca
Date: Sat, 24 Jul 2010 12:00:56 -0600
Subject: RE: Contact Us Online - Hardware

Good Afternoon,

Thank you for taking the time to reply to us.

As we are having trouble getting a hold of you over the phone, we can
update you through this venue.

We've been working diligently to bring the software upgrade to our
current HDPVR receiver but ultimately we have been unable to make the
software perform to the standard that our customers expect and deserve.
After extensive development and testing efforts, the current HDPVR was
deemed to be incompatible with this new software.

We apologize for the premature information that was released. In light
of this situation and the dynamic nature of our industry and the
unpredictability associated with software and hardware development,
we've adopted a guideline to take a much more conservative approach when
it comes to discussing future releases. However, we want to assure you
that we are dedicated to improving and providing the most reliable
products and services and once we are confident that any information
regarding new software and hardware is final and will not change, we
will communicate this with our customers.

Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.

Thank you for choosing Shaw Direct and have a good day!

Alice
Business Support, Contact Us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827/ Fax: 1-800-872-8219

ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER

***

Sent: Thursday, July 22, 2010 2:56 PM
To: Shaw Direct - Contact Us
Subject: Re: Contact Us Online - Hardware

It is very unusual to not get me by cell phone (705) ###-###. That is
always the best number.

Shaw Direct - Contact Us wrote:

Hello,

Thank you for your reply. We can certainly assist you with your inquiry.
We have attempted to reach you by the number provided with no success.
If you could please leave a good time of day we may reach you and we
would be pleased to attempt to reach you again. We do hope to assist you
soon. Thank you for your patience.

Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.

Thank you for choosing Shaw Direct,

Jennifer
Business Support, Contact us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 (24/7/365) / Fax: 1-800-872-8219

ACCOUNTABLE BALANCE CUSTOMER FOCUSED INTEGRITY LOYALTY
POSITIVE, CAN DO ATTITUDE TEAM PLAYER

***

Sent: Saturday, July 10, 2010 6:21 AM
To: Shaw Direct - Contact Us
Subject: Re: Contact Us Online - Hardware

Cell phone is always best at (705) ###-###


Shaw Direct - Contact Us wrote:

Hello,

Thank you for taking the time to contact us. We can certainly assist you
with your inquiry. We have attempted to contact you by phone with no
success. We are sorry we missed you.

Could you please leave a good day and contact time that we may reach
you. We would like to call you to discuss your account and provide you
with some information regarding your inquiry. Thank you for your
patience we look forward to assisting you.

Should you have any further questions or concerns, please feel free to
contact us. Please include any previous correspondence with your
replies.

Thank you for choosing Shaw Direct,

Jennifer
Business Support, Contact us
SHAW ) Direct - 100% Digital Satellite TV
Suite 100, 2400 - 32nd Avenue NE, Calgary, AB T2E 9A7
Phone: 1-888-554-7827 (24/7/365) / Fax: 1-800-872-8219

***

Sent: Thursday, July 08, 2010 5:07 PM
To: Shaw Direct - Contact Us
Subject: Contact Us Online - Hardware

Back in January when we were looking to switch to another provider in
order to get a better deal on a PVR. Your customer service department
made us an offer and we decided to stay. During this conversation, we
were told that upgrades to the receiver were in the testing stage and
would be released in the first quarter of the year. The upgrades would
allow us to record 2 shows at once and allow us to view the TV guide 14
days in advance. We are now approaching 2 second quarter and we have not
seen any changes. What is the status on this upgrade?
 
#94 ·
On my latest bill it says:

"This summer we're launching our best HDPVR yet. Its jam-packed with cool features like Smart PVR Technology, HDMI connectivity and it has more capacity, more control and more flexibility, like the ability to see whats on up to 14 days in advance with our enhanced On-Screen Guide! You'll hear more about this great new technology next month"

Signed Jim Cummins

There is more about the new satellite in 2012 and more channels to come before that.
 
#95 ·
To entice me to stay, they promoted the upcoming "Upgrades" including recording 2 channels at one time and the 14 day guide listing.
I'm in the same boat as you. When they asked me why I wanted to cancel I told them I refuse to pay $799 for a non working PVR. They told me the same as you and sold me a 530 for $200. That was 18 months ago.
 
#105 ·
I commend you fine sir on such a revelation.
More need to come to this realistic conclusion.
I actually came to this conclusion several years ago when I was at university. However, several members of my family here at home who are not as computer-savvy still watch it. Though I think Discovery Channel and the odd movie channel is all they really watch.

However, the time may have come to make the switch anyway.
 
#107 ·
This is true. I have seen such promotions offered before, but they have never been for a comparable STB, only for that company's entry level model.

Sure, some other provider may take the 530 off my hands, but they would likely only offer a non-HD starter STB in exchange.
 
#109 ·
Plus, they want a multi-year contract.
I don't know... I mean contracts may work for some people. My family has had BellTV for years without complaint. This is pretty much due to the fact that the system has been working fine for the last 7+ years and we've never had to deal with customer service at all. Been through a few rate increases but I suppose when new services are offered, economics say you can't get anything of "value" for nothing.
 
#110 ·
I haven't kept up with the news on the DVR 530 but am not at all surprised at the ultimate outcome. I purchased one of these for use in the US before the Sat providers here were able to do HD and it was great. An HD recorder with all of the networks in HD on both east and west time zones and at a reduced price because of the currency differences. My 530 was missing the features that everybody was complaining and then died well before it should have. SD replaced it at shipping costs but I still feel ripped off. The new receiver will eventually have the same problems as the original. The service was good at the time but the receiver always sucked.

My conclusion is that the hardware is just deficient. Motorola made the DVR like they do their cable boxes -- as cheap as possible. The programmers couldn't fix the software because of the bad hardware, limited memory, and limited processing power. I still have the working 530 sitting in a box as a reminder to never purchase a Motorola receiver again. I'm surprised that there's not a class action suit over this but the system is probably different in Canada.

I'm still a bit jealous that Canadian subscribers can get CW HD and I can't except Internet downloads but other than that our SAT providers seem better.
 
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