extremely frustrated with HD extender IR receiver

[zoso]

Originally Posted by flavius

What is the warranty? Like three month?

Maybe we should all just send them back for warranty service. It seems to me that this could easily be classified as a manufacturing defect.

[malbec]

Mine is under the tree until Christmas (requirement for the wife approval).

However, from following this and other threads this seems to be the "key" issue for a good experience. The rest of the issues seem to be installation issues - sounds like you need a completely fresh installation of 6.3 rather than overlaying it. And, well, sounds like 6.3 may still be a bit buggy - I am sure the guys will work this out when they can.

Unfortuantely, a hole drilled in the box is likely going to be rather ugly/frowned upon by the wife. A further step of the mod by adding the suggested lens will be a requirement for me. I tried to look up the links for the lens to getter a cleaner look, but all I saw were order forms. Any chance somebody can point me to *the* lens to order and maybe any tips on the installation? Pictures would be awesome!

Sage/Narflex-
I am sorry guys, but a "no fix" response is pretty poor customer service and, well, frankly, really seems out of character for you guys. How much does a strip of plastic/replacement front bezel cost? This may cause some to start posting irrate chants, but I would be willing to pay for shipping if you can send me the replacement part. I would also be willing to display some patience by waiting a couple months for it if need be ... assuming there is some assurance of a solution/customer support.

[malbec]

I managed to find the additional detail I was looking for on the lens. I must have had a browser issue the first time I went after it.

For one of you who have done the mod, could you do me a favor and post what the thickness of the front panel is? If I read the data sheet correctly a thickness of up to 1/8 inch will work. From looking at the pictures, it seems like it might be a close call. Thanks!

[KJake]

Perhaps they need everyone who bought one to complain? Sheesh....

[gplasky]

Mine seemed to improve greatly after doing two things.
1. Blow away my Sage install and redo with fresh and new .properties files.
2. Got my Harmony 880 setup wtih it.

Except for very extreme angles my remote hits it first time, every time. Not an answer, just a fix for me.


Gerry

[Taddeusz]

I'm thinking of instead of doing a full 3/8" hole to find a drill bit that has a shallow end and mostly just remove material to thin the plastic in front of the detector. I expect there should be a small hole but nothing as large as the entire 3/8". Shouldn't look quite as bad that way and the thinner material should let more IR through. My Dad has a drill press which should make setting the depth pretty easy.

It is very unfortunate that a material was picked with such poor IR transparency. You'd think this would be something that would have cropped up during testing. Unless during much of the testing the front bezels weren't actually on the units. But still... It should be rather straight forward for a company that deals with production of this sort of thing to pick the proper material for the job. One that doesn't unduly block IR to the point of borderline unusable.

[PGPfan]

I don't have the HD extender yet but am curious if anyone has considered a 'grid' of tiny, tiny, holes instead of the big ugly one. Seems to me that with a small enough bit, you could create an unobtrusive perforated pattern that might look better than the 'big hole'. Am I crazy?

-PGPfan

[mohanman]

I don't think its the receiver, I think its the crappy remote. I have programmed IR codes into my URC MX-950 remote using the hauppauge MVP codes. The remote works just fine, with not a glitch.
The remote just doesn't have the oomph.

Lates
Mo

[Taddeusz]

Originally Posted by mohanman

I don't think its the receiver, I think its the crappy remote. I have programmed IR codes into my URC MX-950 remote using the hauppauge MVP codes. The remote works just fine, with not a glitch.
The remote just doesn't have the oomph.

Lates
Mo

I'm using my Harmony which had no problems with the MVP at all kinds of odd angles even when direct line of sight was slightly blocked. Now with the HD Extender I'm having a the same issues everyone else is having. It has to be aimed just right or else it won't be picked up. Same as with the included remote.

[jdamore]

When I hear of an issue like this slipping through the testing, I picture the engineer/technician only testing at a lab bench at a close proximity and not out in the "field". Oh-well..

Sage/Narflex-
I am sorry guys, but a "no fix" response is pretty poor customer service and, well, frankly, really seems out of character for you guys. How much does a strip of plastic/replacement front bezel cost? This may cause some to start posting irrate chants, but I would be willing to pay for shipping if you can send me the replacement part. I would also be willing to display some patience by waiting a couple months for it if need be ... assuming there is some assurance of a solution/customer support.

Malbec-

I haven't drilled the hole out yet but I am probably just going to drill a 1/4 hole, color the inside edge of the hole black with a sharpy marker, throw a round clear sticker over the hole, and try to forget I did it. We have some round clear Avery labels at my office that will be perfect.

[bialio]

1/4" hole works great for me, and once I'm on the couch (10 feet back) I can tell that there is something there, but it just looks like another button on the front. Only close up can you tell that it's been franken-steined.

[reggie14]

I think the included remote is a little weak, but the problem is mostly on the receiving end. My A/V receiver's remote is definitely an improvement over the included remote, but I still have to point it at the extender +/- 10 degrees. I can control everything else with my receiver's remote without even pointing to it.

It's really unfortunate that a product that has so much potential has to suffer from this pretty serious problem. I assume Sage checked out a prototype before it went in to production. I wonder if they noticed this problem and decided it wasn't worth the cost/time of fixing it.

[bialio]

Stuff like this is why I think they needed a larger Beta Test program. I know some people got them early.

This could have been caught earlier than it was......

[Mark57]

Originally Posted by MeInMaui

Has everyone that is having IR problems filed support tickets? That's the only way to be sure Sage knows about the problem. And I imagine the more support tickets they get, the higher the priority will be to get it fixed.

Aloha,
Mike

I sent my support request in today. I asked for a fix that will not void the warranty. I'll drill if needed but I'll wait for a response. The product is great except for this irritating little IR issue.

[95TBird]

I got the same "no fix" reply & told them it was unacceptable.

I completely agree with Malbec when he said :

Sage/Narflex-
I am sorry guys, but a "no fix" response is pretty poor customer service and, well, frankly, really seems out of character for you guys. How much does a strip of plastic/replacement front bezel cost? This may cause some to start posting irrate chants, but I would be willing to pay for shipping if you can send me the replacement part. I would also be willing to display some patience by waiting a couple months for it if need be ... assuming there is some assurance of a solution/customer support.

The Manufacturer dropped the ball & used the wrong material.

So have them re-make the part with the correct IR transparent plastic. & then send them out to the folks who got the bad ones with some double stick tape.

During the wait you could also let the effected folks know that their warranty would not be voided by drilling the hole. Or, for that matter, just removing the faceplate altogeather.


- Bruce

[pez]

I have two of these and the angle requirement is driving my wife crazy. I'm trying to get her comfortable with the Harmony 720 as it does a better (but not perfect) job. However, that only fixes one box.

I don't think it is unreasonable to expect a fix and i'd be fine with it being a new plastic piece that I have to replace.

Just my two cents.

-pez

[Nadim]

Hello

As many of you I just recieved an HD Extender. I was having the same IR issues everyone else has been having. I was almost about to get my dremel tu punch a hole in the machine when I got the idea to try my Harmony 880 remote. With the Harmony remote I have no problems whatsoever getting the IR commands. Woooohoooo. So if you have a Harmony remote give it a try it might work for you too

[FMAX]

I can only say I don't have the IR issues, maybee I'm lucky.

The reason I bought the HDextender is not to have any modded looking equipment in my main room! I understand fustration if i did have that problem, but drilling a hole on equipment thats -1month old. I know this unit went through testing, and although the IR reciever wasn't high on the troubleshoot list, I bet they tried a few environments ,not just sitting in front of it.
My experience, I think the supplied remote works the best. I used the MVP remote it misses every once in awhile. I havent had time to re-learn the codes from the MVP remote, that might help. I don't like the lay-out of the new remote, MVP much better. I also have a "universal remote" R7, which I already had pre programmed with MVP. I notice when I try the show command in command setup i get a number then immideately a 0. I haven't had time to play like I said before, but you guys are still crazy!

Customer support is very shocking with the tough luck response. I still think this extender was rushed, even though it seemes like years. But with our community and ther support team I have faith that it will straghten out. But Sage needs to word their E-mails diffrently and should issue apologies for the cut-off responce(although I'm a person that doesn't like B.S.) maybee stating that the problem is being investigated and we appriciate your support and your patience. I'm sure they are overloaded with these Complaints.
What ever the flaws, Still much better than fighting Driver Updates, Codecs, and Noisy Fans! it took me 2 months to get a client to work this good, and money too!
Customer Service Responce
HD-100 Over all Experience

[nlancaster]

<start rant>
This is not the kind of customer service I have come to expect of Sage. This is more like something you would hear from the big hardware vendors like Sony, HP, and Dell. "Sorry works for us in the lab, so your SOL!" If this is the kind of customer service we are going to start getting from SageTV sounds like it is time to start looking for other solutions. Windows Vista Media Center works pretty dang good, and at least with windows you know where you stand on customer service. There is also mythTV and Beyond TV and I have used both and they work pretty good.

Sage needs to get on the ball about this issue. We will see many many people that buy these units in the future with the same problems. That would be very bad for Sage. I work in a computer store and everyone knows that I am the guy to talk to about HTPCs. Alot of the regular customer know about the Issue with the HD extender already and how this issue turns out may affect which way they go on a HTPC, SageTV or go with something else is the choice.

I would be perfectly happy with putting a hole in the front of my Extender if Sage will tell me that I will not be voiding my warranty. I know that I can reassembly the machine with no problems. I know how it is to have people opening their machines and then having issues with them.

Maybe someone could start a Poll for the people that are having this issue.
</end rant>

[MikeW]

Originally Posted by zoso

If they are going to say that, then the least they can do is not void the warranty for those that decide to make their IR function at an acceptable level by drilling a hole.

Exactly. I've never used SageTV before, but I'm considering the new HD Extender. If they deny any warranty service because someone fixed their problem then it sounds like I should stay away from this company. Again, I've never used Sage before and I only joined this forum to read about this extender and this is one of the first threads I've read. Not good.

But as others have said maybe it's good that they are out of stock so they can fix it for future shipments.