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PCH Support Case - Response times?
10-28-2008, 10:33 AM (This post was last modified: 10-28-2008 11:16 AM by kayone.)
Post: #1
PCH Support Case - Response times?
Hi, I've now decided its time to RMA my PCH as the annoyance with this is just unbearable. (You may remember my thread re: faulty HDMI Port)

Anyhow.. Just logged a case on the PCH support page, does anyone have any experiance with this in terms of the response time?

Thanks in advance.
(10-28-2008 10:33 AM)kayone Wrote:  Hi, I've now decided its time to RMA my PCH as the annoyance with this is just unbearable. (You may remember my thread re: faulty HDMI Port)

Anyhow.. Just logged a case on the PCH support page, does anyone have any experiance with this in terms of the response time?

Thanks in advance.

The answer is bloody fast! mind my french!

Have already got my RMA number..

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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10-28-2008, 09:25 PM
Post: #2
RE: PCH Support Case - Response times?
mine took a couple of days until it was opened, but from then the replies were really really quick, and rma sorted

kayone - ocuk?
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10-28-2008, 09:37 PM
Post: #3
RE: PCH Support Case - Response times?
(10-28-2008 10:33 AM)kayone Wrote:  Hi, I've now decided its time to RMA my PCH as the annoyance with this is just unbearable. (You may remember my thread re: faulty HDMI Port)

Anyhow.. Just logged a case on the PCH support page, does anyone have any experiance with this in terms of the response time?

Thanks in advance.
(10-28-2008 10:33 AM)kayone Wrote:  Hi, I've now decided its time to RMA my PCH as the annoyance with this is just unbearable. (You may remember my thread re: faulty HDMI Port)

Anyhow.. Just logged a case on the PCH support page, does anyone have any experiance with this in terms of the response time?

Thanks in advance.

The answer is bloody fast! mind my french!

Have already got my RMA number..

Very fast! I logged the problem on my A110 Sat. morning & got a reply within hours. After a few back-and-forths, an RMA was issued Sun. morning. I dropped the unit off on Monday (I work close to their RMA office in Fremont, CA, USA) & the replacement board was shipped out on Wednesday; I got the board on Friday!

I was impressed, to say the least...

MB
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10-29-2008, 10:04 AM
Post: #4
RE: PCH Support Case - Response times?
(10-28-2008 09:25 PM)gcs3 Wrote:  kayone - ocuk?

Indeed Smile

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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10-30-2008, 11:20 AM
Post: #5
RE: PCH Support Case - Response times?
Anyone recently RMA'd their mainboard & received it back - can you let me know how long this process usually takes?

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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11-03-2008, 11:59 AM
Post: #6
RE: PCH Support Case - Response times?
Anyone recently RMA'd? - please see above.

Have recently RMA'd my Mainboard due to the faulty HDMI Port & was wondering what their turnaround was for having these shipped back out?

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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11-03-2008, 12:13 PM (This post was last modified: 11-03-2008 12:15 PM by kalpodsl.)
Post: #7
RE: PCH Support Case - Response times?
(11-03-2008 11:59 AM)kayone Wrote:  Anyone recently RMA'd? - please see above.

Have recently RMA'd my Mainboard due to the faulty HDMI Port & was wondering what their turnaround was for having these shipped back out?

I just did this ...

They received just the mainboard on a Friday and I had the new Mainboard by the following Friday.

I would definitely update the RMA information as to how you sent it and the tracking and then send a reply to the RMA to jumpstart the process.

I was very happy how fast they responded. PCH's tech support is definitely getting much better.
FYI

Sent and received by USPS. So make sure you check your postbox.
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11-03-2008, 12:40 PM
Post: #8
RE: PCH Support Case - Response times?
(11-03-2008 12:13 PM)kalpodsl Wrote:  
(11-03-2008 11:59 AM)kayone Wrote:  Anyone recently RMA'd? - please see above.

Have recently RMA'd my Mainboard due to the faulty HDMI Port & was wondering what their turnaround was for having these shipped back out?

I just did this ...

They received just the mainboard on a Friday and I had the new Mainboard by the following Friday.

I would definitely update the RMA information as to how you sent it and the tracking and then send a reply to the RMA to jumpstart the process.

I was very happy how fast they responded. PCH's tech support is definitely getting much better.
FYI

Sent and received by USPS. So make sure you check your postbox.

Where are you based?

Mine was sent via Royal Mail from the UK.

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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11-03-2008, 12:45 PM
Post: #9
RE: PCH Support Case - Response times?
Had a mate send on back via Royal Mail from UK, took a little over 3 weeks. Royal Mail although cheap dont have any kind of tracking system so he was beginning to panic as to whether PCH Cali received it or not.

A400: SD Card(Apps), HDMI C200: USB(Apps), BD ROM (SH-B083L(SB01)), HDMI
CAT6 Wired Network: TV Panasonic TX-P42G20, HP ProCurve 1400-8G, Netgear GS-608/605, Synology CS407
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11-03-2008, 12:47 PM
Post: #10
RE: PCH Support Case - Response times?
(11-03-2008 12:40 PM)kayone Wrote:  
(11-03-2008 12:13 PM)kalpodsl Wrote:  
(11-03-2008 11:59 AM)kayone Wrote:  Anyone recently RMA'd? - please see above.

Have recently RMA'd my Mainboard due to the faulty HDMI Port & was wondering what their turnaround was for having these shipped back out?

I just did this ...

They received just the mainboard on a Friday and I had the new Mainboard by the following Friday.

I would definitely update the RMA information as to how you sent it and the tracking and then send a reply to the RMA to jumpstart the process.

I was very happy how fast they responded. PCH's tech support is definitely getting much better.
FYI

Sent and received by USPS. So make sure you check your postbox.

Where are you based?

Mine was sent via Royal Mail from the UK.

Apologies, I should always consider my audience.

I am actually stateside in Orlando, FL.

You might want to post a new thread - "RMA's - How fast turn around to UK?"
Might get better results.

Cheers.
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11-03-2008, 12:58 PM
Post: #11
RE: PCH Support Case - Response times?
(11-03-2008 12:45 PM)chris57 Wrote:  Had a mate send on back via Royal Mail from UK, took a little over 3 weeks. Royal Mail although cheap dont have any kind of tracking system so he was beginning to panic as to whether PCH Cali received it or not.

Yeah I was thinking the same. It's only been around a week was just after some guidence around a timeframe really of what to expect - so that will do nicely.

Thnaks.

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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11-12-2008, 01:13 PM
Post: #12
RE: PCH Support Case - Response times?
Took about a week to get there via Royal Mail.. not bad really.

Was shipped back out the following day which was nice & prompted - just awaiting the unit arriving back here now - was shihpped via USPS on the 07/11.

PCH A-110 / Samsung F1 1TB / Bravia 40" 1080p HD LCD
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02-05-2009, 01:41 PM (This post was last modified: 02-06-2009 11:29 AM by spawn.)
Post: #13
RE: PCH Support Case - Response times?
PCH has had my A-110 since the Jan 26th,

RMA Conversation deleted by Mod

Dealing with this company feels a little bit like dealing with an ebay seller in timbuktu....

Whats my recourse if I dont get my device back?...do they have a phone number of any kind?
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02-06-2009, 11:42 AM (This post was last modified: 02-06-2009 11:45 AM by spawn.)
Post: #14
RE: PCH Support Case - Response times?
Please do not post actual conversation with PCH support center - this is against forum rules
Remember this is not the official PCH support forum, but a general user to user help forum.

Quote:Dealing with this company feels a little bit like dealing with an ebay seller in timbuktu....

Nonsense - they are very proffesionel in handling RMA and other support cases and noone gets treated poorly - quite the opposite.

Quote:Whats my recourse if I dont get my device back?...

Naturally you will get your device back or rather replaced if something is wrong with yours - I strongly recent any suggestions that there should ever be a chance of the opposite and will ask you to not make such suggestions again.

Please show a litle patience - the Popcorn Hour support center allways tries to handle every support case ASAP - but they may have other cases than yours and they also need time to properly test a replacement board before shipping it to you, and they do thurrough testing of every replacement board.

Dont worry - Im quite sure you will receive a functional unit shortly Smile

Living room: C200/A200/A100 HDMI to Pioneer KURO KRP-500A plasma / Denon AVR 3808 / KEF 5005.2 / B&W DM685
Kids room: C200/A110 HDMI to Panasonic 42PZ85, Optical to Logitech Z5500.


PLEASE READ THE WIKI
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02-06-2009, 03:14 PM (This post was last modified: 02-06-2009 03:19 PM by asimpkinsjr.)
Post: #15
RE: PCH Support Case - Response times?
(02-06-2009 11:42 AM)spawn Wrote:  Please do not post actual conversation with PCH support center - this is against forum rules
Remember this is not the official PCH support forum, but a general user to user help forum.


Nonsense - they are very proffesionel in handling RMA and other support cases and noone gets treated poorly - quite the opposite.

Quote:Whats my recourse if I dont get my device back?...

Naturally you will get your device back or rather replaced if something is wrong with yours - I strongly recent any suggestions that there should ever be a chance of the opposite and will ask you to not make such suggestions again.

Please show a litle patience - the Popcorn Hour support center allways tries to handle every support case ASAP - but they may have other cases than yours and they also need time to properly test a replacement board before shipping it to you, and they do thurrough testing of every replacement board.

Dont worry - Im quite sure you will receive a functional unit shortly Smile

So is this forum not an open one where real discussions can occur about the level of support? People join a forum like this because they think they will get honest answers, not because they think that they are all supposed to blindly support a company or idea...and the tone of your feedback really seems like you care more about PCHs image than honest reviews

Well maybe you can help me understand then...why is it that they have had my PCH for 14 days and despite me asking 4 times they have yet to a commit to a date when it will be returned...they just keep using words like "soon" and that they are doing their "best"

every other manufacturer that survives being in business learns that you need to make some commitments to your customers, telling someone something will be there "soon" is like saying the "the check is in the mail"

When I paid for my PCH, I didnt ask them to send it first and tell them the money would be arriving "soon"
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