PTVupgrade - lack of support

[PokerPlayer]

I recently decided to do-it-myself with the InstantCake software from PTVupgrade, and have been disappointed.

First, thoguh my own error, I paid $19.99 to download the wrong version of software. Once I realized my mistake, I downloaded the correct version and paid again, and paid for their universal CD as well (total now up to $60.00).

I asked for a refund for the mistaken software I downloaded - after all, I went back and paid for the correct version and additional items - to which I was told no, their policy is set in stone, so sorry you screwed up and made a dumb mistake. This is NOT customer service

People make mistakes, and if a comany wants to continue to do busienss, then policies need to be adjustable - after all, i did not download a free or hacked version or of of other sites - i went back and paid for the correct version.

To make matters worse, the software did not work. In fact, I could find very little on the DVRPlaygournd site that PTVupgrade says to post on - and is heavily moderated - to find issues or others where the software did not work. Their instruction on the LBA48 issue is outdated (has 4 options not 3), and they refer you to other sites to understand what they put on their own CD's - no help or usefulness.

I was still waiting for responses 24 hours later, and even asked the company to post a response to my problems - after all, my goal is an upgraded DIY version of my old DirecTV Tivo - but they have not even had the courtesy to respond or post a fix.

Does the software work? perhaps - perhaps they did not turn on byteswapping in the InstantCake version on the DSR6000 - but without adequate support or even response I cannot recommend this firm at this time to anyone - I now have a system that is not working, on three different hard drives - but I am sure someone will say I did soemthing wrong witht he installation.

Chose InstantCake to make it easier on myself - options pretty simple - just want the thing working.

Thanks

[cheer]

I asked for a refund for the mistaken software I downloaded - after all, I went back and paid for the correct version and additional items - to which I was told no, their policy is set in stone, so sorry you screwed up and made a dumb mistake. This is NOT customer service Perhaps not -- though you must admit, it would be relatively easy for someone to lie and say they got the wrong one in order to download multiple copies -- but it says pretty clearly on their website to make absolutely certain you've got the correct one, as there are no refunds.
Does the software work? perhaps - perhaps they did not turn on byteswapping in the InstantCake version on the DSR6000 - but without adequate support or even response I cannot recommend this firm at this time to anyone - I now have a system that is not working, on three different hard drives - but I am sure someone will say I did soemthing wrong witht he installation.I'm not a Series 1 guru, but I'm pretty sure you have to enter the byteswapping command as part of the boot-up process.

PTVupgrade's support policies are what they are. They've pretty clearly marked IC and other tools as do-it-yourself tools that come with little or no support. From their web site (emphasis added by me):InstantCake is provided without warranty or support from PTVupgrade. InstantCake is a DIY software product and is not eligible for refund, however if you are unable to use InstantCake to complete your own upgrade, and decide to purchase our kits or professional services, we will credit you the InstantCake purchase price towards the purchase of any of our kits or services. Place your kit order in our shopping cart and respond to your order confirmation with documentation of your InstantCake order, and we'll make the adjustment to your new order.

Although we do not officially support InstantCake, we do provide interactive, free forums located here. We are not obligated to assist you through the upgrade process (there are factors beyond the scope of InstantCake that may affect you), however we do answer most InstantCake related questions posted on the forum.

[jasch]

What you pay helps offsets the costs of bandwidth. If you download the wrong item, it doesn't matter much, since they do have to pay for the bandwidth they used uploading you the wrong image, which most of the time are a couple of hundred megabytes.

I've purchased/downloaded from them about 12 images in the past couple of years, from every S1 to almost every S2. And they've all worked perfectly with the exception that you cannot restore the image to a stock drive (obviously).

I have nothing but praises for them, their Instant Cake is as easy as it comes. It's a no hassle, quick way to recover your drive or start over.

Of course there are other options, free of charge you can use, but then again they require much more involvement on your part to achieve more or less the same results.

[captain_video]

I'm not a Series 1 guru, but I'm pretty sure you have to enter the byteswapping command as part of the boot-up process.
Any of the S1 boot CDs (i.e. 2.5Xtreme, TurboNet installation, or MFS Tools 2.0) have the correct byteswapping option set up by default. You do have other options available from a list when you boot to select the option that best suits your situation. If you just hit the Enter key at the initial prompt it will boot with the correct byteswapping option for an S1 model.

[PokerPlayer]

The issue is not the support or lack thereof, but the attitude this company has. I realize I made a mistake, and I also realized when I bought the software it was DIY - but that it WORKED. I have gone through 3 hard drives with their instructions and software - but to have an attitude when they are selling a product is not good customer service.

I would rather pay twice as much to obtain good support - or least a smile. Thewe guys do not deserve any more money, and if you are going to buy softare tools, please use another firm.

Luckily there are implied warranties in most states on software, and my credit card company has already worked on providing a credit back - for everything.

Some of their responses are classic and deserve to be on Customer service bulletin boards - no matter whether the provide support or not (I would have paid them for support if they allowed).

Oh well - did not cost me much and hope to prevent others from buying form them.

[SpoonsJTD]

if you are going to buy softare tools, please use another firm

Unfortunately, this is the only game in town when it comes to obtaining images legitimately.

[cheer]

The issue is not the support or lack thereof, but the attitude this company has.What attitude?I realize I made a mistake, and I also realized when I bought the software it was DIY - but that it WORKED. I have gone through 3 hard drives with their instructions and software - but to have an attitude when they are selling a product is not good customer service.Well I don't know about the specific IC you purchased, but if it didn't work at all I'd think TCF and DDB would be flooded with posts.

Instead, once every few months we get a post like yours. This leads me to believe it's operator error, not product error.

And here's where PTVUpgrade can't win. Customers will say the product is b0rked and unless PTVUpgrade engages in support, nobody will refute this -- and even 15 minutes of support make selling IC a money-losing proposition.
I would rather pay twice as much to obtain good support - or least a smile. Thewe guys do not deserve any more money, and if you are going to buy softare tools, please use another firm.It would be a lot more than twice, and in fact, they offer this. They sell upgrade kits, complete with support. They aren't cheap. But then if you want the support, you need to pay for it.

And FYI, only PTVUpgrade can legally sell Tivo software images.