CableBox M.

We are not a manufacturer of the digital cable boxes we sell. We are a marketplace vendor of Motorola and other 3rd party manufactures and have several thousand satisfied customers. In this case the subscribers TV service provider provided him a single stream cable card disabling the 2nd tuner in his cable box illegally. Congress passed laws to protect the consumers rights to own and operate FCC approved converters like the one he purchased. This subscriber should have filed a complaint with the FCC against his cable company, not us or Motorola. He does not complain the converter did not work but that when he wanted to use the DVR portion a message came up saying "DVR service not available". It did not say "DVR broken".
This customer purchased a high end dual tuner Motorola converter box and his service provider gave him a single stream cable card disabling any possibility of his DVR to work. Here is the Federal statute about single & multisteam cable cards.
Receive a multi-stream CableCARD unless you request otherwise. FCC Rule 76.1205(b)(2). If you have a retail device with more than one tuner and that device supports multi-stream CableCARDs, one multi-stream CableCARD can allow you to access multiple simultaneous channels.
As far as on demand it is explained on our website under cable card info and the FCC consumer information websites about cable card and most important on his service providers website it clearly states retail cable card converter do not receive on demand.
We still have this customers equipment and can't resell to someone else because when he registered it to his service provider he never unregistered it. If we resold it to another customer when they tried to activate it it would now come up in the cable box national database as currently registered to his cable company under his name. Our written warranty clearly states the equipment must be returned as unused or unregistered.
We can ship his working equipment back to him and he can get a true nultistream cable card from his service provider enabling his DVR and use this equipment as Congress intended and as intended by Motorola. There will be no refund as the equipment is registered to him. Either way the customer will need to pay for return shipping.