Home > Media Player > Delayed dead on arrival

Delayed dead on arrival


D**n! After two days of operation my SW2 died. I tried some emergency recovering, which didn’t worked at all as the motherboard seem to fail distributing the power properly.  So no boot-up, no USB Boot, Nothing. And I’m pissed.

So, what else to do as to visit the forum, and ask for help. Nobody else had the same issue like me, but other people were writing about crashing SW2 with installed harddisks.

EDIT 22.09.2011: It seems that there are more and more people having the same problem like me..

But maybe i’m just wrong. So, after some questions and and answers (yep, only the same emergency revocery), nobody can help me, I have to open a RMA request.

I opened one and entered every information they needed. Ordernummer, when did i order, problem description and so on..  and then.. waited, for 3 days, 4 days, 5 days.. no answer. Naughty me, writing in the forum again, if someone could please respond to my request. I was immediately answered by the “global admin”, that it takes up to 10 workdays as I can read in the RMA rules. So 14 days until I will just receive a response to a request? I was so excited after 10 working days what will happen next? Do I receive a new one? Did they send it already?

After 14 days i reached my maxium of impatience. So I wrote in the forum again. if somebody please would answer to my request. Again, i got and immediate answer from the admin, that the forum is not such a place for these kind of posts. WTF? What kind of customer relationshit is this? I wrote him back, that this IS the right place for these issues. And they should take care about their additude. Suprisingly i got an answer to my RMA request, after this post. It was the Global Admin who answered my request -.-

Please fill out this form to start the RMA process. WTF? 16 days waiting for NOTHING? That nobody on Xtreamer clicked on the reply button?

This is the mail:

Dear Valued Customer,

We received your RMA request # xxx in our system.
Next steps will include:
• Fill out RMA form-
http://gator884.hostgator.com/~xtreamer/rma/RMA-Form.pdf
IMPORTANT – Incomplete form will not be processed therefore; an RMA# shipping authorization will not be issued.

• Print, scan or take a good quality picture of the form while its open (you cannot save it with your details).
• Mail it back to us: rma.xtreamer@gmail.com for check & documentation, this form should be accepted in our system not later than 72 hours from receiving this mail.
• After getting shipping approval by mail, you will be required to put one copy of this form inside the box and keep one copy for your records.

Kindly notify us within your account order mail.

Thank you in advance, your cooperation is mostly appreciated

Xtreamer Sales Team

OK, I fill everything out (4 Pages) and send it to them.

Next day I got the answer, that was really fast.

<snip>

Please provide us by mail to: <address>@gmail.com
Shipping confirmation by scan pdf of stamped postal receipt showing shipping details: date, sender, recipient & shipping cost.
Kindly use ONLY REGULAR POST MAIL. (Not express mail/ tracking number), according to our check shouldn’t cost more than 10.00 Euro.
• Mention your full name and phone number
• Order number (also on outside package)
• Write your Return Material Authorization number on the outside of the box in bold letters.
• Put one copy of filled RMA form inside the box.

<snip>

A gmail account? OK..

Wait, 10 Euros for a package to Hongkong? “according to our check shouldn’t cost more than 10.00 Euro” What check is that? A normal package costs 15 Euros to Hongkong (Without tracking).  Should i wrap paper around it and send it as letter?  So, better to ask if i should really send it as letter:

Upon Xtreamer RMA policy we refund for shipping cost UP TO 10.00 Euro.

Please note:

All WARRANTY CLAIMS ARE VOIDED IF A PRODUCT IS RECEIVED UNDER ANY OF THE FOLLOWING CONDITIONS:

A. Product was damaged during transport as a result of bad packaging.

So you have to pay what ever a package to Hongkong costs, you will reveive only 10 Euros back.

Whatever, I have sent it today and I’m waiting for response now.   It will definitely take 2 more weeks until the device arrives.

If you buy a SW2 and it fails, don’t expect to have a working unit in less than 2 months.

Before it died I was able to made some test. Here ar some results:

  • PRO: Fortunately it has a WEB GUI which allows you to upload Mediafiles with acceptable Speed.
  • PRO: The wireless works very well and has also acceptable speeds.
  • PRO: You can watch full BD Movies over the LAN
  • CON: The GUI is extreme slow
  • CON: The player produces bad judder playing 24p HD movies (It should automatically change to 50hz refresh rate)
  • CON: The Windows File Sharing services is still slow as hell (like 1-2MB/s, and yes it has Gigabit LAN)
  • CON: The Xtreamer online services are very unstable. They crash all the time while trying to watch online movies or just while scrolling them.

I’m so happy to still have my SW1, which I will keep for now.

 

The story goes on.. : https://integer13.wordpress.com/2011/10/11/still-waiting-for-an-answer/

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  1. Darrin
    2011/09/22 at 6:20 pm

    Wow, that’s too bad. I was really looking forward to getting one of these. Oh well, I guess I’ll wait until a more reputable company comes out with something decent.

    • 2011/09/22 at 9:27 pm

      I’m thinking the same now…

  2. Derp
    2011/09/26 at 6:48 pm

    Thought about buying sidewinder 2 (have had xtreamers first mediaplayer for a while now) but after reading this I might put it off for a while, thanks for the review.

  3. uzico
    2011/10/04 at 11:22 am

    Wow, that what i call a bubble burst 😦
    While I bought the Sidewinder 1 almost blindly (the network effect- it was just everywhere with so many good reviews), this post pretty much killed the willing to buy the next generation or the Ultra that i so much wanted.
    As the well known phrase says- it takes thousands of good reviews to get a good reputation, but a single bad one to ruin it (or did i just invented this?)
    It’s too bad that Xtreamer doesn’t understand how important customer support is, or they do understand know but couldn’t afford handling all the application they got. or they just don’t care? i cannot believe that.
    Anyway i am very interested in what will happen next in this saga.
    uzi

  4. Michael
    2011/10/16 at 4:02 am

    I have the sidewinder 2 and agree with most of your comments. I don’t find the GUI slow at all but the issue with the slowness of SMB transfers is remarkable, considering the Gigabit Lan interface. I have an original Sidewinder and the new Sidewinder 2 attached to the same Gigabit switch. Transfers to the Sidewinder 1 are about 5-6 MB/sec while the transfers to the Sidewinder 2 for the same file are less than 1 MB/sec! These transfers are from a notebook computer with gigabit lan interface

  1. 2011/10/16 at 12:19 pm

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