The unsolicited offer of a new Now TV set-top box was too good to turn down. It would mean an HD quality picture and a hard drive to record overnight football matches on. I was happy to pay the extra HK$72 a month. What I didn’t know, but probably should have guessed, was how much time and trouble it would involve.
The first technician to visit wasn’t equipped to install a new cable. He did his best, but another appointment had to be fixed, for the following weekend. The box was then successfully installed and I looked forward to making my first recording. But the screen froze and I couldn’t watch Now TV at all.
Another appointment was set. The “connection problem” was fixed. All was working perfectly when the technician departed. But then an error message appeared – my hard drive was inaccessible. By now the technical support hotline number was becoming familiar and waiting for a technician to arrive a regular weekend pastime.
This time, the system was rebooted and it worked. Two hours later, it didn’t. The error message was back. There was, apparently, now a hardware problem.
On his next visit, the technician replaced the box and the modem. Everything was new and all was working well … until the error message returned.
By this time, I was becoming adept at calling technical support; I knew which keys to press before being told and could hum along to the annoying music that played while I held. I was prepared to give my wife’s ID card number, and knew that being a “premium customer” meant I would have to speak to two members of staff instead of one.
Finally, another appointment was made. When that day arrived, so did a typhoon. No one called, no one came. Miraculously though, the box suddenly began to work. I still don’t know why.
My box is now working perfectly and I’m glad I signed up for it. But it took five visits from technicians over nearly a month to get what I am paying for. More should be expected from a company that calls itself Now.