I also own my 8642HD, and the update wiped my recordings. There is nothing unusual or extraordinary, that prohibits a user from saving some favoured documentaries or other shows, and watching them (even repeating) at future dates. The pvr prohibits distribution, but for personal use, it is all legally permitted.
Since I own my pvr, I do not recall agreeing to, signing or accepting that rogers can and will unilaterally access and damage my property in the process.....
Well it took a few days. But the call came. The first offer of 6 videos I would not entertain, considering I did not only lose my recordings but I can't access settings, need to enter parental control pin everytime I turn the box on, described video is locked on and closed captioning is inaccessible.
Then they offered $15 credit. Nope, cuz I need a new box! I explained my problem, my perspective that I'm not accepting a different nextbox 2, because they can't guarantee that it will work any better.
It took a while, but they're dealing with a huge problem, and a huge amount of people. It is a major screw up from rogers. They're going to need to do a lot of fixes before they make it work well, but I am happy that they did what they could to make it right for me for now.
It's really sad that each customer has to haggle individually with Rogers reps for compensation. Think of the time wasted with people waiting on hold when reps could be solving real problems. It's like dealing with car salesmen. Some people will get sweet deals while others nothing if they're not agressive enough. Rogers should just come up with an official compensation package of a number of options.
This is a grey area argument which has come up a number of times in the past..
For an OWNED device... i would 100% agree, that if say an update does something IREPERABLE to the unit.. completely bricks it to un usable, etc. That rogers.. inside or outside of waranty, should be fixing, replacing, etc the unit.
But for the case of the recordings, etc..
Thats where the grey comes in.
While you do own the unit itself, you don't own any of the CONTENT on it.
Paying for the service, you pay for a license to WATCH the show/movie/whatever on tv. The PVR allows you to record that to view later. But you technically do not OWN that content.. so technically is no loss
(i am NOT saying this is right/wrong, just stating facts)
But if you bought a CD or DVD that turned out to be defective, it would be replaced, no questions asked. What this basically is, is Rogers selling you content, then destroying it before you've seen it (presuming it can't be recovered).
How about, asking/telling Rogers to put the series on VOD so you can watch !
That would work. But all the ROD shows cost Rogers licensing fees, which may be a whole lot more than giving the occasional irate customer some free movies.