Print

Please login or register.
1 Hour 1 Day 1 Week 1 Month Forever
Login with username, password and session length

[dspdon]

I received e-mail notice yesterday that FrameChannel is shutting down its service this month, and with that, the DSM-210 ends its utility as an internet-connected device in the manner in which it was originally advertised.  FrameChannel is the sole service offered by D-Link to utilize this DSM-210 device as an internet-connected device.  Presumably this is the major reason most people have purchased this item.  Certainly it was the SOLE reason I purchased it.

The e-mail begins: "Due to challenges with the economy and our company's financial situation we've been forced to make a tough decision and will be shutting down the FrameChannel service this month."

Yes, a tough decision I am sure.  I wish there was a decision given to me to as to whether I wish to receive a refund on my purchases.  That didn't appear to be part of D-Link or Framechannel's decision-making process.  My DSM-210 is no longer useful in the manner advertised, as it was my sole reason for purchasing this device.  I bought three of them unfortunately - one for my family, two for the grandparents.  I bought in to D-Link's vision.  I am now in need of a refund.

I spent several hours today getting bounced around D-Link technical support, pre-sales support, and other kind but non-productive service staff at D-Link.  On my 3rd or 4th repeat visit to tech support, they determined I needed to pay  $32.95 for 30 min of premium service time in order to research my problem - really?  I need to pay money in order for a chance to determine whether there's a way to obtain an RMA for a device that no longer works as advertised?  That was phone call #7.  Further progress via telephone calls to D-Link support appears unlikely.

* Can anyone tell me how to get in touch with someone with a suitable degree of responsibility at D-Link?

* Has anyone else found themselves in the same situation?

* D-Link: how about receiving my three DSM-210 devices for a refund of my purchase price?

[JavaLawyer]

I believe the DSM-210 was released in 2008 and was discontinued (EOL) as of March 2011. When a product goes "end of life" after enjoying a length of time on the market considered "industry standard" for similar products, there is no obligation for the manufacturer to provide legacy support services. A three year run for a technology related product is normal.

Quite often, the contract between the primary manufacturer (i.e. D-Link) and third party service providers (i.e. FrameChannel) have contingencies (fine print) passed on to the consumer protecting D-Link and FrameChannel from any legal action resulting from cessation of service.

For example, I own a Netgear media player advertised as supporting YouTube. Some time after my purchase, the agreement between Netgear and YouTube broke down, cutting off support for all device owners. The  longevity of YouTube support was not guaranteed, but was rather at the convenience of YouTube, not the consumer.

For the purposes of avoiding liability, I would bet good money that FrameChannel waited for D-Link to officially announce the product as EOL prior to announcing the decision to cease service.

[meddle]

That may be the legal answer, I am not convinced it fits in all cases since one of my DSM-210s is still in it's warranty period.

Anyway, it definitely is not good customer service.  If they are interested in good customer service they would either create a firmware that would let the frame map an external drive or simply release the source code and documentation to the public and let hobbyists take over.  I am not saying a company has to support products forever, but don't render a product useless after a few months.  That would make me think twice in the future about buying D-link products.   

[JavaLawyer]

I'm not saying whether this situation is right or wrong, but am rather offering the legal ramifications. Your only potential argument is that the product isn't functioning properly and ask for an RMA. D-Link holds all the cards here and they can opt to do the right thing (i.e. customer satisfaction) or what they are legally entitled to.

[DoctorSky]

Is there an alternative method for streaming RSS feeds to the DSM-210?  Is there an alternative method for displaying content on the DSM-210?

[kpscrew]

D-Link would only have to release a firmware update to allow us to access RSS feeds directly or I'm sure a lot of people would be happy if it will integrate with Google Picasa, or give you the option to enter in an rss address.

The Toshiba frames integrate with Framechannel and Google so when framechannel went south, it was a quick change over to get the grandparents up and running with Google. Our D-link frame is dead in the water now as it only looks at framechannel.

Seems like a simple fix, but I guess when you add in the fact that some software engineer has to bill their time to someone's budget to make the change, and test the changes, prior to rolling it out - doesn't seem likely to me that it will happen. HP did something a while ago for their home media servers... Enough of the community asked for an update that they did do a firmware update, but you had to purchase it. I would be game for that option.

Sad part is that if I were given the option to pay for framechannel (something reasonable, not stating that we should float the national debt), I would have, my family all said they would have too just to keep seeing the photos.

Without some option, I think think that I will have to buy another brand digital picture frame, and probably just garage sale this very expensive one... albeit not for 25 cents.

[JavaLawyer]

D-Link would only have to release a firmware update to allow us to access RSS feeds directly. . . Seems like a simple fix, but I guess when you add in the fact that some software engineer has to bill their time to someone's budget to make the change, and test the changes, prior to rolling it out - doesn't seem likely to me that it will happen.

Unfortunately, you are probably correct. Obtaining needed firmware updates for products in D-Link's current product line can sometimes prove difficult. From my experience, D-Link's programming resources are spread thin and are more focused on upcoming (rather than legacy) products. . . and this doesn't even take into account EOL products, which fall even lower on the priority scale. And to add to the misfortune, when compared to some of the more mainstream storage products, the DSM-210 doesn't really have a huge following (the product doesn't even have a dedicated page on this forum), further reducing the visibility of this product as a candidate for a firmware update.

But who knows, I've seen stranger things happen.

[bseibold]

I would just like to add my voice to the previous posts: There should be either
a) a firmware upgrade to include picasa / other rss feeds or
b) a release of the firmware as open source or
c) get a successor to framechannel going with a fee-based sustainable service

What is at stake here, is credibility of D-Link as a technology company and trust of customers. Lots of customers...

[dotcommie]

While I would generally agree with the lifespan of technology the lawyer was talking about, they still sell new devices with Framechannel....such as the DIR-685 storage router which I just gave to my dad for fathers day and now 90% of the reason I wanted to give it to him is gone.  Haven't even had a chance to set it up since the service shut down before I got an activation code...

This blows and although I usually like and recommend Dlinks products, I don't think I will if they don't release a PROMPT firmware update allowing the entry of new RSS alternatives or alternative free services.

I couldn't even show my dad why I thought it would be perfect for him to have on his desk. Father's day 2011 FAIL.

[JavaLawyer]

I agree with you 100%. The real issue is setting standards for how companies should (or are required) to deal with EOL products that are still on the store shelves with services (or funcitonality) that were "just" discontinued. There's no clear answer, except that the consumer ends up paying the price.

[dotcommie]

I agree with you 100%. The real issue is setting standards for how companies should (or are required) to deal with EOL products that are still on the store shelves with services (or funcitonality) that were "just" discontinued. There's no clear answer, except that the consumer ends up paying the price.

That's definitely a small part to address, but as far as I'm aware my dir-685 is a fairly recent product and should have a technology lifespan of a few years with full functionality. It is a new, current, router with current features and it's even labeled as "new" on the Singapore site and others. Even if it rolled out here in the US a year ago, if it's currently being rolled out in other countries as recently as a few months, I don't see how they allowed Framechannel to go under. This is just like the playstation controversy of removing the ability to install other operating systems, except it's a much more clear violation. D-link may have a class-action suit on their hands pretty soon if enough people used Framechannel a lot and now their product doesn't do 80% of what they were told it would.

[JavaLawyer]

This is another example of a behemoth corporation shooting itself in the foot over poor after-market support.  I say this with respect to recent purchasers of the DSM-210 who unwittingly invested in this product weeks/months prior to the discontinuation of service.

[PhotoGuy]

D-Link would only have to release a firmware update to allow us to access RSS feeds directly or I'm sure a lot of people would be happy if it will integrate with Google Picasa, or give you the option to enter in an rss address.

The Toshiba frames integrate with Framechannel and Google so when framechannel went south, it was a quick change over to get the grandparents up and running with Google. Our D-link frame is dead in the water now as it only looks at framechannel.

Seems like a simple fix, but I guess when you add in the fact that some software engineer has to bill their time to someone's budget to make the change, and test the changes, prior to rolling it out - doesn't seem likely to me that it will happen. HP did something a while ago for their home media servers... Enough of the community asked for an update that they did do a firmware update, but you had to purchase it. I would be game for that option.

Sad part is that if I were given the option to pay for framechannel (something reasonable, not stating that we should float the national debt), I would have, my family all said they would have too just to keep seeing the photos.

Without some option, I think think that I will have to buy another brand digital picture frame, and probably just garage sale this very expensive one... albeit not for 25 cents.

What does everyone expect for free?

If you are thinking about buying a new frame, check out www.ceiva.com.  I use CEIVA for my parents and they love it.  They've also been doing this for 10 years.

[JavaLawyer]

What does everyone expect for free?

If you are thinking about buying a new frame, check out www.ceiva.com.  I use CEIVA for my parents and they love it.  They've also been doing this for 10 years.

The issue here isn't about getting something for nothing, but rather getting a service that was presumably paid for with the purchase of this product. The posters here indicated that they purchased this product very recently and are unable to use the product "as advertised" due to the subsequent collapse of FrameChannel.

[unf4yr]

I hope to emerge a substitute and it works on my DSM-210.

Community based FrameChannel replacement:
http://www.streamingmeemee.com/index.php/2011/06/15/community-based-framechannel-replacement/