Refund received

Well Elgato were finally as good as their word. I received a refund for the product as promised.

Although in the end they did what they said, I am not sure if that was because I started posting on this blog and sent them the link or because they just caught up with their customer service. Either way the outcome is happy.

My lesson is that I will in future only order a product when I have read many computer reviews. I loved the concept of this so rushed out and bought one when it was announced but for me it didnt work as expected. I am sure for others it may work otherwise I doubt they would be selling it.

Apparently my refund is on its way so the end of this blog may be nigh

Email from them today:

Hello Stuart,

your package has arrived. The refund is in accounting. Please check the next days your creditcard account.

Best Regards,
Markus Türckheim
Elgato Systems GmbH

Returns label and paid postage to UPS

Well fair play to Elgato. Despite what can only be described as rubbish customer service to start with they have now supplied a UPS postage label and return advice. UPS are picking up the parcel today so I will hopefully get my refund shortly, fingers crossed.

I will keep updating here until my refund arrives.

Eyetv have replied at last. Hopefully this will be the start of the end

I have emailed Elgato with many emails but today I emailed them pointing out the address of this blog.

They have now replied:

"Dear Mr. Forrest,

My apologies for the lack of communication. My colleague Andrea has been out sick and was not able to reply.

We would like to arrange for a pick up of the Netstream DTT by UPS. Would you prefer us to have it picked up from home or work?

Again my sincerest apologies and thank you very much for your patience."

I have been emailing the support and customer service department for over a week with no repsonse but hopefully they are now dealing with it and I will be able to conclude this blog and close it down.

Trusted Shops Guarantee for EyeTV Netstream

When I purchased this product I got an email from a company called Trusted Shops saying it came with a free guarantee so I emailed them to tell them of my problems with the eyetv netstream box

This is their reply, we will see if that makes any difference:

Dear Buyer,

Thank you for your declaration ref. guarantee no. TS2C-1203993. Your Trusted Shops guarantee has been extended until 5/2/10. Elgato Systems has been informed, and has been requested to provide a feedback. You will receive an email once the seller feedback is available.

Best regards,
Your Trusted Shops Service Team

My suggestion for purchasing an EyeTV Netstream from Elgato

I now have a £250 euro box of tricks that wont work. Because they are in Germany I am powerless to take any action to recover my funds. Do not buy one of these unless it is through a UK retailer so that you can have someone to complain to if it doesnt work for you like it doesnt for me!

EyeTV Netstream Review

I purchased an EyeTV Netstream box on 24/02/2010 and contacted Elgato support on the day of delivery to tell them it didnt work properly. They initally emailed me back to deal with my issues but when I explained that I had tried the box on three different PC's all with Windows Media Center 7 with varying results (all failing) they then suggested I tried the same things again. I pointed out that I have done this and asked for a refund. At that point the contact went quiet.

I have now sent seven emails to both the support address that was initially dealing with me and also the customer service address from their website.

The addresses I have used have been

support@elgato.com

and

cs@elgato.com

They just dont reply.