Serious problem about customer service

[misco]

I would not complain a great disservice Mede8er customer service.
Months I have become a MED500X fault (when you try to turn the red LED turns off and the unit will not turn on-I tried to change the power supply but it is the same thing). I have sent care of the seller (tododvd in Spain) but I have sent exactly as it was before. Tododvd not going to take care of my problem.
I wrote the assistance of Mede8er but I respond with vague answers and technically inaccurate. I asked the address of the service center but did not respond.
I do not know what to do.
I'm afraid I got a nice catch.
Can anyone give me any advice or help?
Thanks to all.

[Maasbommel]

1] Can you give some more details about your issue?
- Does it not turn on hard or sometimes?
2] What firmware version do you have on your Mede8er?
3] Did you try to reinstall the firmware by using recovery mode? See:
http://www.mede8erforum.com/index.php/topic,46.0.html
4] Do you have an internal disk installed in your mede8er or do you use an external usb drive?
When the unit is not starting,  What happens if you disconnect those?
5] What mail addres did you use to get support from mede8er (as this seems to be your first post here) and what kind of vague anwers did you got?

Let's try to get things clear asap.

[misco]

Nicht verfügbar für Versand nach Italy
I hope you do part of the company Mede8er.
1 - Yes, I can give more details
I have a mede8er 500 (sn. ME072610001356) purchased from Tododvd. One day the unit has stopped working as I saw a movie. When I plug the power adapter the red light comes on. When I try to turn the red light goes off and the unit will not turn on. I tried another power supply but it does the same thing. The power its working perfectly with another Mede8er 500. There is no hard disk inside and there is no USB device connected. Ultimately, and quite simply ... it is broke.
I contacted your service center by mail. They told me to send it to Tododvd.
I sent the equipment to repair Tododvd (shipping costs about 40 €, I am in Italy). They sent me broken you said you had checked it and it worked perfectly. Obviously not true and I hope that the assistance it has not really controlled Mede8er otherwise I think they are incompetent. When I protested I was insulted and Tododvd told not to disturb them the most (emails sion at your disposal).
I hope you can better choose your resellers. And 'absurd that a customer is treated in this way.
2 - I do not remember, does not turn on
3 - I can not install anything, does not turn on
4 - I've already answered
5 - I'll personally send you the email with support Mede8er. My email address is the same with which they are registered here.

I hope that the company can solve this unfortunate problem. 3 months after I was forced to buy another player of another brand.
I hope I can get my Mede8er that works.

[EU Mede8er Technical Team]

Hello Misco,

The store where you purchased the Mede8er should not handled it this way, this was also not to my knowlidge that this happens like this, I can offer you to handle the repair with us directly. You can request a RMA with rma@mede8er.eu please include in your e-mail the following details:
Name
Address
Country
Telephone Number,
Serial Number

I will make shure you will get a repair number so you can send in the unit to us directly, we will repair your unit and send it back to you.

[Maasbommel]

Hi Misco,

Just a final question to be sure you have some HW defect:
When you turn on your unit, does it show the blue led or does the led go black?
Also: do you see the mede8er logo on the screen or totally nothing?

If the led not goes blue and you don't see the mede8er 8 logo on the screen, then it must be just defect as you stated.

As the Mede8er support team already has provided you with the procedure to return it for repair, I hope this info is enough to move forward and get your issue solved.

regards,
Maasbommel

[misco]

Hi Maasbommel,

I am Italian and maybe I have not understood the meaning of your answer. If you mean that the store did not handle the situation as described by me, I can send you all the emails I exchanged with Tododvd.
Anyway, thanks for your time, I made an RMA request and I look forward.

Just a final question to be sure you have some HW defect:
When you turn on your unit, does it show the blue led or does the led go black?
Also: do you see the mede8er logo on the screen or totally nothing?

If the led not goes blue and you don't see the mede8er 8 logo on the screen, then it must be just defect as you stated.

When I try to turn the unit on the red light goes off and does not see anything on the video.
I do not see a blue LED, turns off everything.
I also tried another power supply same as thinking it was faulty. The power supply works well and turns on another Mede8er.
thanks

[jer1956]

Try using analog video.

[misco]

Problem solved. I sent the unit to repair to the Support.
Today I received back the unit and seems to work fine.

[misco]

Bad news.
After two days the unit is again broken. I tried until now to contact Mede8er assistance for repair, but without success. from 7 November I wrote to "Mede8er Technical Team", "Mede8er1", "Mede8er2". Nobody responded to my post. I believe that there is a real customer service. I'd say buy this equipment was not a good idea. I wasted a lot of money for this treatment. This is terrible. I hope my experience can be helpful for any new customers.

[EU Mede8er Technical Team]

Bad news.
After two days the unit is again broken. I tried until now to contact Mede8er assistance for repair, but without success. from 7 November I wrote to "Mede8er Technical Team", "Mede8er1", "Mede8er2". Nobody responded to my post. I believe that there is a real customer service. I'd say buy this equipment was not a good idea. I wasted a lot of money for this treatment. This is terrible. I hope my experience can be helpful for any new customers.

Hello Misco,

We did have contact with the store where you purchased your unit, your unit is now repaired several times and even with us directly. normally we won’t even do this as you need to resolve any issue you have with the store in Italy. also you stated in several e-mails of using other equipment then Mede8er accessories. we can no longer support you in this case. we almost never have broken units like this. Contact your store, make a arrangement with him. your warranty lies with him and he needs to help you in this case.

[misco]

Hello Misco,

We did have contact with the store where you purchased your unit, your unit is now repaired several times and even with us directly. normally we won’t even do this as you need to resolve any issue you have with the store in Italy. also you stated in several e-mails of using other equipment then Mede8er accessories. we can no longer support you in this case. we almost never have broken units like this. Contact your store, make a arrangement with him. your warranty lies with him and he needs to help you in this case.

The store where I purchased the 500X is TODODVD in spain and not in Italy. Once I sent to them for repair and they sent me broke just as it was before (40 euros thrown). They told me they no longer intend to fix it. Then I sent it to you and you sent me, it worked two days and then it broke. (Other wasted 40 euros) I do not understand what you mean by "you used with other equipment med500X". I have no problems. I also have a Popcorn Hour A110, a Xtreamer HiMed and 600B. I only had problems with yours.
You tell me a few appliances that break? Well, mine is broken. If you and the dealer you have complied with the European law to protect the consumer so you would have had to change.
If it is true that very few systems are broken, a firm does not have serious problems to satisfy a dissatisfied customer. Maybe not.
OK I'll keep my MEDE8ER Broken 500X and that neither the dealer nor the manufacturer want to repair.
Thanks for everything
PS-I hope that my experience with TODODVD is helpful to new customers. I was treated very badly.

[EU Mede8er Technical Team]

hello Misco,

You must understand that the warranty in your case is with TODODVD and not with Sanji or Mede8er Europe, the store needs to help you and i am corresponding to them to help you with a solution. Besides trying to get you in contact with the store i can’t do anymore beside that. You purchased it with them, you have a financial contract with them, and the warranty (2 years) is bounded to that store. Beside the fact we already helped you out before with repairs we cannot go true on the same page. Please contact the store, ask for a solution, if it is not possible in any kind forward those e-mail to me with your comment by e-mail. i will try personally to find a solution for both parties. Send you mail corresponding to support@mede8er.eu with subject: T.A.V Dennis

[misco]

Dear Mede8er Technical Team you must understand that I have already asked the store. I have already sent the defective unit to their service center for repair. They sent me broke as before (and I threw 40 euros for shipping). Then I contacted them several times (I will send you emails) and they told me they will not fix the machine and no longer bother them anymore. I do not want to be insulted by these peasants. I do not want to be teased by Spanish beginners who have opened a "shop" online.
Then I sent you the unit for repair. You sent me saying he had changed the motherboard. It worked two days. Now it is broken (dumped another 40 euros for shipping).
Now I have spent: 160 euros to buy the 500X, 80 euros to ship the defective unit = 240 euro.
I would say that there is no need to throw more money for this story.
I think you should send me a new device without making me spend more money, but I think you will not.
The European consumer protection law is very clear: the dealer and the manufacturer are responsible for defects in the products they sell (not just the dealer), unless the product is repaired the customer has the right to replace the defective product or refund money spent.
Choose the best shops to sell your product. respects the customers.

[Mede8er1]

Misco

This whole situation is now getting out of hand. From the facts at IBDL it seems that the unit has been repaired/replaced  4 times. This is very unusual and I can well understand the Dealer / IBDL have lost interest in you. Anyway they have offered that you just return the unit to the dealer you purchased it from for a refund.

That is it and now I believe we can close this thread.

Mede8er1