SBS-3 Upgrade woes

[bigskybirds]

I purchased a new SBS-3 10 days ago from a Kinetic Approved Dealer and it was delivered with firmware 116 installed. Today I decided to upgrade to V118 and it has killed the box. At one point I was able to recover by going back to an earlier firmware but when I tried V118 again after discussions with Kinetic the SBS-3 would no longer connect to Basestation.

A word of warning for people thinking of purchasing an SBS-3 Kinetics web site state they offer support for direct sales only. The suppliers of my last two SBS-3s have pointed me at Kinetic as soon as I have contacted them for advice. At the moment Kinetic are willing to help and I am awaiting an RMA for my £500 dead blue brick.

Merry Xmas

[Anmer]

Under the Sale of Goods Act 1979, the retailer (in this case the dealer) is contractually obliged to resolve the issue and can't abdicate responsibility.

[bigskybirds]

Under the Sale of Goods Act 1979, the retailer (in this case the dealer) is contractually obliged to resolve the issue and can't abdicate responsibility.

Thanks for the reply I will contact Citizens Advice consumer service for advice.

[bigskybirds]

Any one thinking of purchasing a new SBS should read the support details which is clarified on Kinetics web site.

[Anmer]

Buying from a dealer/retailer shouldn't have any detrimental affect on one's statutory rights regarding defective goods.

Retailers will sometimes try and avoid responsibility for goods they supply and advise the consumer to approach the manufacturer.  Fortunately they can't get away with that trick.

Sale of Goods Act 1979 protects the consumer and makes the retailer responsible:

http://www.which.co.uk/consumer-rights/sale-of-goods/understanding-the-sale-of-goods-act/your-rights/

[bigskybirds]

Thats great on paper but who really wants to get in to a legal fight to get support for a new product.

I did try to purchase via the Kinetic direct channel but they were not available at the time.

I was also told that I should not update the firmware but this is a software defined receiver so that should be an accepted procedure.

[Anmer]

I've never had a legal fight over faulty goods.  Just tell the delaer that you want your money back or you'll see him/her in the Small Claims Court.  That usually works.

Whilst this isn't the place to resolve your particular complaint, I don't think we should be advising members not to buy from Kinetic's dealers who have a legal duty to support their customers.

[bigskybirds]

I am not advising people not to buy from dealers and will modify that, the majority I am sure want to help but in two cases I have been referred back to Kinetic so my experience has not been what was expected.

I just want to highlight what Kinetics statement says about support on their web site.

I hope that clarifies the issue.

[G4UMW]

FWIW my SBS-3 wouldn't connect via ethernet after updating to firmware v118 and BaseStation v178. Reverted to v115/175 and all well.

[Anmer]

Just updated my SBS-3 firmware to V118 and Basestation software to V178.

Basestation connects OK using either USB or Ethernet.

My SBS-3 serial number = 03030*.

Maybe it's a problem with a later batch of SBS-3?

I see Kinetic hasn't responded to this or similar threads on its own forum?

[G4UMW]

Mine's a much later s/n - 03107*.

Chris called me yesterday; he is awaiting the return of another box which exhibits the problem and they will do some testing to identify the cause and come up with a solution.

[Anmer]

Thanks Rob, keep us posted.

[apgphoto]

Mine is 03048* and works fine after update but I connect only via USB

[G4UMW]

Looking at the Event Log for a failed connection reveals the following:

MainSocketError: error on connection 192.168.1.170:10001 (10061)

Googling on the error code gives a number of possible reasons (corrupt registry etc) so I suspect it's a generic catch-all but that doesn't explain why the older firmware/software still works.

[Anmer]

I'm assuming you have the right network address in Basestation, both Hardware and Non-Volatile Memory Settings?