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Report: #1336455

Complaint Review: Thornton Cable - Thornton Colorado

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  • Reported By: Wulf — Issaquah Washington USA
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  • Thornton Cable 871 Thornton Parkway Suite 138 Thornton, Colorado USA

Thornton Cable cableboxandmodem.com Defrauded into buying DVR cable box with non functioning DVR Thornton Colorado

*Author of original report: DVR works fine, it's Comcast that's the problem!

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On October 18th 2016 I purchased a Motorola DCX5001 cable box from the Thornton Cable website at cableboxandmodem.com. Oddly, the website does not allow use of credit cards. They require that you pay with a bank check instead, and have a rather clunky process in place for entering your bank account/checking info. Anyway, I went through this process and implemented my order and the next day a guy named Jay called me and asked me to call him back because he wanted me to buy a Motorola cable box called a DCX3400M instead (about $300.00), which he claimed was actually the better deal and cost $100 bucks less. So, I went ahead and did that and on October 27th, the box arrived.

All seemed fine at first; the box came with the cable card and remote and HDMI cable and instructions on how to set things up. I was quite pleased. I followed the instructions and got the box activated with Comcast without any problem. All worked perfectly, except for DVR. 

Although the box had a 500gb internal HD, the RECORD function would not work. And in diagnostics mode, the internal DVR displayed "Status: Disabled" with no apparent way to enable DVR at all. 

Well, since having a DVR box that I owned--instead of having to rent from Comcast, was the *ONLY* reason I bought the box, I was a little annoyed and emailed support with details on the issue. That was on October 27th 2016. I have since written the company every day since then asking for help, but they have not responded. 

I've submitted multiple requests via their online email support system as well, but have not received a response. I've also called their general number and Jay's direct number multiple times a day, every day since the 27th, trying to get a single human being who I could talk with about the problem, to no avail. 

If one uses GoogleMaps to locate the storefront for "871 Thornton Parkway in Thornton Colorado 80229", which is where my box shipped from, you will find that this is a UPS store (even though my shipment came via FedEx). 

The company name "Thornton Cable" doesn't actually exist online. It's not listed in the yellow pages. The domain registration for cableboxandmodem.com implies that the domain owners reside in Canada. The f

The *ONLY* formal number I can find for this company is 800-512-9171, but it is never answered. You can only leave messages. (*Note* See the link above for the whois registration report for the cableboxandmodem.com domain. Several different numbers are listed there. I have not yet called each of these, but I will.)

So…I’m very angry at the moment. They make extensive claims on their site guaranteeing that you get what you pay for and that they will help you, but they do neither. I will therefore be taking legal action against them to recoup my money along with whatever punitive damages I can get as well. 

 

This report was posted on Ripoff Report on 11/03/2016 03:31 PM and is a permanent record located here: https://www.ripoffreport.com/reports/thornton-cable/thornton-colorado-98027/thornton-cable-cableboxandmodemcom-defrauded-into-buying-dvr-cable-box-with-non-functio-1336455. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
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#1 Author of original report

DVR works fine, it's Comcast that's the problem!

AUTHOR: - ()

POSTED: Tuesday, November 08, 2016

When I filed my intial report it was a full week after taking delivery of my cable box purchased from Thornton Cable and I was majorly pissed because not only did the DVR recording feature not work, but Thornton had not responded to any of my emails or phonecalls requesting help and support for over a week's time--a full 7 days! Then on Monday November 7th 2016 a guy named Jay (possibly the owner) called me and gave me the support that I was seeking.

As it turns out, I had enabled my cable box with a cable card from Comcast. I did not use the cable card that Thornton Cable sent me, because I didn't think it mattered. But it does. As soon as I swapped out the Comcast card with the card that came with the box, the DVR worked perfectly--but the Comcast live tv channels were almost all disabled.

Jay explained that "multi streaming" is enabled on the card that he sent me and this is required by all DVRs. As soon as I swapped his card out with the Comcast card, the DVR was disabled again, but I got all the live tv channes back. So, he proved that the box works fine and that Comcast is intentionally disabling DVR capabilities on my account when using their card--which is illegal. Comcast can enable/disable multi-streaming on the cable card with a simple code as they see fit.

So, I withdraw my initial claim that I was defrauded by Thornton Cable and will now take my fight to Comcast to get them to enable DVR functionality on my cable card!

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