Very many thanks for the number, Andy, I will give that a try. My family has actually just returned to the UK from holiday - bad timing! I will be going over in October, can anyone advise how long Humax take to 'turn round' a returned unit (their response above seems to suggest they just ship out a 'new' unit rather than repairing the faulty one)?
My Humax Forum » Freesat HD » HDR 1000, 1010, 1100S
Hard drive issues
(622 posts)-
| Wed 6 Sep 2017 12:41:47 #521 |
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After <3 years my Humax 1000s Freesat box has developed the same "unrecognised hard drive" fault as many others appear to have. My testing concludes:
1. It's not the hard drive it's accessible with a PC and I have tried several others.
2. It's not the power to the drive as I provided a separate power supply and a separate SATA connector cable.
3. It doesn't work as a USB drive either.
4. It is probably the SATA controller on the motherboard.I contacted Humax who advised that the problem is known about (a resistor on the MB - whether that's the whole truth is uncertain as that's what their representative was told to say).
I asked "can it be repaired"?
"No, we are not repairing those units; we tried but they just fail again."
Are there any qualified & recommended repairers?
"No".
Can you offer any other help?
"No".And after this dreadful level of support Humax think I'm going to buy another of their Freesat boxes - I don't think so.
After a complete failure of a Roberts Internet radio that was irreparable, as the components can no longer be sourced, Roberts offered me a new one at a significant discount; which I gratefully accepted. I wish Roberts made Freesat STB's!
Humax don't seem to have any competition so they don't care.
Which is a shame for the Freesat company.| Fri 8 Sep 2017 15:37:25 #522 | -
scriabin - 21 minutes ago »
I contacted Humax who advised that the problem is known about (a resistor on the MB - whether that's the whole truth is uncertain as that's what their representative was told to say).
Can you offer any other help?
"No".Try ringing again and telling the agent that you believe there is an offer of a refurbished box for £55 for people affected by this specific problem.
| Fri 8 Sep 2017 16:01:12 #523 | -
Scriabin - as mentioned in my post #518 above, I had an email dialogue with Andrew D. in tech support which concluded:
"It would appear that you're suffering form an issue with the drive component. The unit will need to be replaced. Can you call our support staff on 0344 318 8800."
Following AndyT's helpful suggestion to phone 020 8326 6000, I called this afternoon and got straight through. The receptionist said she couldn't put me through to tech support, but took my number and said they would call me back in a few days.
The statement "the unit will need to be replaced" [because of the "faulty drive component"] implies that they do offer a replacement service.
| Fri 8 Sep 2017 16:36:45 #524 | -
PS, it would be interesting to hear from anybody who has actually experienced this replacement service...
| Fri 8 Sep 2017 16:39:06 #525 | -
Had same issue as everyone else here, got same mixed messages from support but eventually got the box repaired. Came back with all recording etc so sucess.... For about 3 months then same as before. Had box repaired at 26 months old.... Now just switch on set at least 20 mins before even thinking of accessing anything that acesses the HD, and 80% of the time it works (no good for scheduling recordings only 30% sucess). If dosnt work switch off till HD spins down and unit powers off (you'll hear it click). Repeat as above.... Tempted to get new 2TB Box but hav'nt because Humax can't reassure me the original issue has been fixed in later models....
| Fri 8 Sep 2017 16:54:44 #526 | -
It beggar's belief that they are still selling these knowing full well that it is pot luck if you get one that is going to last a reasonable time.
| Fri 8 Sep 2017 18:42:16 #528 | -
Completely agree, Chris. Surely it's in Humax' (not to mention Freesat's) interest to clarify the situation and reassure potential purchasers. From what I have read in this thread, the fault occurs just outside the 2-year warranty "time fuse" (yours at 26, mine at 30 months). The question is, are we the unlucky ones, or are we the tip of the iceberg?
Barry's reassuring advice (post #513) is:
"A small number of units sold - less than 1% have suffered the 'HDD not recognised issue' this is due to a component failure on the mainboard. The fix is to contact Humax Support as the freesat article suggests. In warranty units will be replaced FOC, out of warranty units can be exchanged for £55.00."But that doesn't seem to have been Scriabin or Roy's experience (#522/526). I await my call-back (#524), and will update as/when received.
I have no idea how many units Humax have sold since the model was introduced, but let's guess 100,000. "Less than 1%" could therefore be up to 1,000 faulty units and that, IMHO, is an awful lot
| Sat 9 Sep 2017 9:30:05 #529 | -
Thanks to all who have kindly responded in relation to my first post on this forum (#522).
It seems I might be one of the lucky few where the 1000s has lasted all of 33 months.Humax's representative was quite open about the problem. In my further questioning she confirmed that:
1. She would not put me through to a technical representative who might advise me more on the specific issue (I actually think it's more likely a capacitor but she had confirmed that "resistor" is
what "they" had been told to say).
(My thought being that if Humax won't do anything I have little to lose in having a go myself; though it would likely be a MB swap if that can be sourced.)
2. After my comment "what faith can I have that this problem is resolved in new units?" she tacitly agreed.Martin Liddle & alanf have kindly suggested I have another go.
I will (and I'll report back), but whilst thanking them for their positive input, roypittman's experience (#526) somewhat confirms my expectations of Humax's support.ChrisLux and alanf's further comments (#528/9) I thoroughly agree with.
I contacted Freesat to ask if there are any other Freesat pvr manufacturers that I could consider (in the full knowledge that Humax are the only variety on their site). Their representative
confirmed that currently Humax is the only supplier shown and that there had been previous products, now no longer available. She wisely added that s/h units from, say Ebay, could be very risky and thought too that some older products were badge-engineered* Humax boxes.
(* My words interpreting her comment.)I explained my views on Humax's appalling service and its now monopolistic position in the Freesat marketplace, suggesting too that Freesat might wish to consider Humax's position inappropriate.
She confirmed she would make my experience with Humax's support known to management.
If I receive any comment from Freesat, I'll report it.| Sat 9 Sep 2017 13:00:54 #530 |
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