I love my humax, i love my humax so much, I bought one for my mum, and one for my sister when the Currys deal was on (£163 delivered plus 3% quidco cashback!) When I bought the two for other members of my family I had never called customer support, or needed to. But unfortunately when I got my mums hummy out and set it all up, there was a fault with it. When the unit was turned off, the time vanished, and it showed as blank on the display. Of course, that meant nothing was recorded unless you left the unit permenantly on, so it would rememeber the time.
I thought about ringing Currys.... but surely phoning Humax would be best? After all theyd know what they were talking about... so I looked at the back of the manual and phoned the UK Customer Support line, and after about 10 rings the phone was finally answered by a chap who immediately I got the impression didnt really want to be talking to me. Fair enough, perhaps he was having a bad day? Anyway, I told him the problem and he said "just do a 'default settings' - its all in the manual, read the manual". I said "okay... i already own one of these, ive done that, and it has no effect, I think I have a faulty unit". He said again... "its all in the manual, do a reset" - I was beginning to get a sense of Dejavu.
I thought maybe the software needed updating or something, but the unit came with .08 installed already, when I told him that, he said "no it doesnt, no units are shipping with that version yet, it will be .06 or lower" I said, im looking at the screen and it says .08" still he wouldnt have it - I must have been lying. "Perhaps my unit was B stock and someone before me has updated it?" I said... he said "maybe". Finally he said "its unlikely but I suppose its possible there might be something wrong with the unit seeing as youve done the reset." Finally, he was slowly accepting there may be a problem, but didnt offer any kind of solution or options! I asked what Humax do if a product is thought to be faulty and seemed pretty vague. Most big manufacturers tend to swap it for a new one, or at the very least a refurbished model. He seemed pretty vague on the point and said "Currys would swap it for you", so I felt like I wanted to take it to Currys at this point, as quite frankly this guys technical know how wasnt filling me with confidence.
Low and behold, I checked my sisters unit, and she also had .08 installed - so its unlikely my mums unit was B stock, and all the remotes and cables were in sealed bags (not the kind of seals you can re-package easily , and the batteries still in plastic shrink wrap)
Basically, this guy made me feel like I was at fault, I took the unit to Currys in the end and they replaced it, all was fine. But my experience of Humax Customer Support was very poor. I spose they cant be perfect, excellent product, but maybe I called the wrong number and got through to Howletts Zoo Monkey department when I phoned up, who knows. Just thought Id share my experience, I hope others have better experiences, maybe the guy I spoke to was just having a bad day?
Last edited by russd1978 : 18-12-2006 at 02:33
I thought about ringing Currys.... but surely phoning Humax would be best? After all theyd know what they were talking about... so I looked at the back of the manual and phoned the UK Customer Support line, and after about 10 rings the phone was finally answered by a chap who immediately I got the impression didnt really want to be talking to me. Fair enough, perhaps he was having a bad day? Anyway, I told him the problem and he said "just do a 'default settings' - its all in the manual, read the manual". I said "okay... i already own one of these, ive done that, and it has no effect, I think I have a faulty unit". He said again... "its all in the manual, do a reset" - I was beginning to get a sense of Dejavu.
I thought maybe the software needed updating or something, but the unit came with .08 installed already, when I told him that, he said "no it doesnt, no units are shipping with that version yet, it will be .06 or lower" I said, im looking at the screen and it says .08" still he wouldnt have it - I must have been lying. "Perhaps my unit was B stock and someone before me has updated it?" I said... he said "maybe". Finally he said "its unlikely but I suppose its possible there might be something wrong with the unit seeing as youve done the reset." Finally, he was slowly accepting there may be a problem, but didnt offer any kind of solution or options! I asked what Humax do if a product is thought to be faulty and seemed pretty vague. Most big manufacturers tend to swap it for a new one, or at the very least a refurbished model. He seemed pretty vague on the point and said "Currys would swap it for you", so I felt like I wanted to take it to Currys at this point, as quite frankly this guys technical know how wasnt filling me with confidence.
Low and behold, I checked my sisters unit, and she also had .08 installed - so its unlikely my mums unit was B stock, and all the remotes and cables were in sealed bags (not the kind of seals you can re-package easily , and the batteries still in plastic shrink wrap)
Basically, this guy made me feel like I was at fault, I took the unit to Currys in the end and they replaced it, all was fine. But my experience of Humax Customer Support was very poor. I spose they cant be perfect, excellent product, but maybe I called the wrong number and got through to Howletts Zoo Monkey department when I phoned up, who knows. Just thought Id share my experience, I hope others have better experiences, maybe the guy I spoke to was just having a bad day?
Last edited by russd1978 : 18-12-2006 at 02:33
