5 On Your Side

5 On Your Side Helps Man Get Help for Faulty DVR

Posted March 7, 2007

— Sometimes it’s tough to watch a television show when it's actually airing. That's the case for Neil Shepard, who works at night.

In December of 2005, he paid $365 for a Panasonic Digital Video Recorder, where a user uses the cable guide to select shows they want to record.

“I was touting this to everybody, everybody at work,” Shephard said. “(They would say,) ‘I'm looking for a DVR.’ I'd say, ‘Go get this Panasonic. It's great. It's fantastic.’”

But last March, the DVR began having problems.

“I'd lose a show here, lose a show there, and at first I was like, ‘Maybe I just didn't set it to record’ or something like that,” Shepard said.

When the lost shows became frequent, Shepard called Panasonic, who told him to call the cable company.

“I called the cable company, who said, ‘We've not had issues with our TV guide,’” he said.

So Shephard called Panasonic back, who instructed him on how to reset the DVR. That worked for about six weeks.

“All of a sudden, it started doing it again,” Shephard said. “I'll come home from work at like 10:30 p.m. or something, to see that the show that's supposed to start at 10 p.m. is not working.”

Another call to Panasonic brought another answer for the problem.

“The guy said, ‘Yeah, that's actually very helpful. So I'm going to call you back in about three to five days.’ I waited three weeks, called back, (the representative) said someone was supposed to talk to me, no one ever did,” Shepard said.

After more discussion back and forth, Panasonic finally told Shepard the DVR was out of its warranty.

“I was pretty angry,” he said.

So Shephard called 5 on Your Side. When a reporter contacted Panasonic, a spokesman called the problem "unusual," but offered Shepard a new recorder since he's been "inconvenienced this long."

The representative said it's not Panasonic's practice to say a customer is "out of luck" once a warranty period is over when the problem began while it was still under warranty.

While 5 On Your Side was at Shepard's home, a Panansonic representative called to let him know about the new DVR.

“Yeah, I'm excited,” Shephard said. “I got a replacement.”

Once Shepard gets the new unit, Panansonic said the company will work directly with the cable company to figure out the problem if it happens again.


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  • jm18668 Mar 11, 2007

    $365 buys you over two years of Time Warners DVR service. Considering how often technology changes i'd rather rent my equipment and have it replaced at no charge whenever I have a problem

  • auklet8718 Mar 10, 2007

    I had problems with my new home and got the same story. My lawyer finally got things fixed. It wasn't free but at least now its over. Good luck getting your house fixed.

  • alwayslovingu30 Mar 9, 2007

    tv wow I contacted 5 on your side about my house I purchased last march the warranty is running out march 12 an I still cant get anyone to do the manufacturer repairs the cabinets are not level the ceiling has multiple cracks the tub is cracked trim not put up an 5 on your side wont help me what good are they////

  • Quagmire Mar 9, 2007

    He should get a Tivo, they work flawlessly.