Today's Message Index:
----------------------
1. 10:46 AM - Re: XM-2000R Service Manual (Jeroen Bartels)
2. 01:23 PM - Wow, what an experience (Sony) (bobbybraun@comcast.net)
3. 02:36 PM - Re: Wow, what an experience (Sony) (jtholley03@adelphia.net)
4. 03:02 PM - Re: Wow, what an experience (Sony) (Scott Thibault)
5. 03:20 PM - Re: Wow, what an experience (Sony) (Randy Visentine)
6. 03:39 PM - Re: Wow, what an experience (Sony) (DB)
7. 06:00 PM - Re: Wow, what an experience (Sony) (Scott Thibault)
8. 06:00 PM - Re: Wow, what an experience (Sony) (Scott Thibault)
9. 08:26 PM - Re: Wow, what an experience (Sony) (DB)
Message 1
| INDEX | Back to Main INDEX |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | XM-2000R Service Manual |
--> XDP4000X-List message posted by: "Jeroen Bartels" <jbartels@zonnet.nl>
http://www.sonydigital-link.com/manuals/manuals.asp?l=nl&m=XM-2000R
-----Oorspronkelijk bericht-----
Van: owner-xdp4000x-list-server@matronics.com
[mailto:owner-xdp4000x-list-server@matronics.com] Namens
mrblackc2003@yahoo.com
Verzonden: donderdag 16 maart 2006 1:03
Aan: xdp4000x-list@matronics.com
Onderwerp: XDP4000X-List: XM-2000R Service Manual
--> XDP4000X-List message posted by: "mrblackc2003@yahoo.com"
--> <mrblackc2003@yahoo.com>
As the title suggests, anyone out there have a copy or access to a copy
of the service manual for the XM-2000R amplifier? You help would be
greatly appreciated, thanks!
---------------------------------
Use Photomail to share photos without annoying attachments.
Message 2
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: bobbybraun@comcast.net
First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
I had been watching Ebay for decent ES equipment to solidify my ES experience for
as long as possible and last summer I picked up a C90 that was advertised as
'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
I looked into my options for repair and Sony Customer Service informed me that
they offered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enough for it to be replaced. I sent it in expecting
to be receiving a like new, refurbished model in the mail in a couple
weeks. But instead I received an email from the Laredo Service Center confirming
that they had received my unit, but that the estimated replacement charge
was going to come to $586.
I called up the Laredo center immediately to ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After explaining
that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was
accurate and that amount wouldn't even cover the flat rate repair rate for my
particular unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them
go ahead and repair the unit. He still wanted me to pay over $300 to have
the repair completed but in the end after quoting the price from the internet
the person reluctantly offered to do the repair at the quoted cost, but not without
leaving me with the impression that I was luck
y and they were doing me a favor.
After about a month I had the C90 back in my possession, and upon opening the box
I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As
soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc
started to spin up, and I could hear a not so good clicking sound, and could
instantly tell that the deck was not going to read the disc. The message 'disc
error' popped up on the screen along with a few beeps and the disc ejected.
I grabbed another disc of mine, ensuring this one had absolutely no fingerprints
or scratches anywhere on it. Same problem, after a few seconds of trying
to spin the disc I got an error.
I immediately called up Sony, frustrated at this point because I not only did not
get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. So I had to send the deck back again, but they
assured me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was
in no hurry to use this in an install anyways. I hooked it up to test it out,
stuck in a CD and it worked and sounded great! This was confirmation enough
for me, so I packaged the unit up and stored it away for safe keeping.
Things would've been great had the story ended here, but fate made it so that I
had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around
with it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in,
same problem back from the dead!
Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long
wait and hearing no updates, I decided to check online and noticed that a new
message had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product" I called immediately, but
the CSR knew nothing of the message or of my CD players status. I was told to
wait a bit longer and that the repair should be completed shortly.
Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the Laredo center who had a very hard time speaking my native language
and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry
sir, but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the
phone saying that this problem hadn't arisen until after they got their hands
on my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that
what I had been told was correct, that they no longer had the parts to complete
the repair of my deck and that I only had a couple options. They offered to
swap it with another deck She also spoke of the possibility of a buy back which
I have not heard a mention of since, but I am not
really interested in either option and just want my C90 back and working properly.
I was urged to take a few days to think it over and call her back.
I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day
UPS showed up on my doorstep with an oddly familiar box from Sony. It was my
C90. I opened it and pulled out an invoice, and it showed that it had in fact
been repaired! I was shocked to say the least, and continued by reaching to
pull the deck out of the box. I looked it over, and flipped it upside down to
see if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over, and again I hear something
loose rolling around inside the deck.
Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the Laredo
center directly and got a compassionate but not so helpful lady on the other
end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me.
I also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix
it. So off to Sony goes my C90 for a 4th visit...
It's now been over 6 months since this has all started, and last week I got a call
from another tech at the Laredo Center, and was given that same dreaded message
as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge
info, then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it was a screw they forgot to put back he denied, saying that
no sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me
shows signs of a very sloppy splice.
That same day I also received a callback from the manager at customer service for
Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me a
warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD
player had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone
that she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is
no longer there to support their customers to say the least
Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service you may receive when dealing with repairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far
without hitting the delete button in their email, what do you think you would
do? Im all out of ideas.
First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
I had been watching Ebay for decent ES equipment to solidify my ES experience for
as long as possible and last summer I picked up a C90 that was advertised as
'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
I looked into my options for repair and Sony Customer Service informed me that
theyoffered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enoughfor it to be replaced. I sentit in expecting
to be receiving a like new, refurbished model in the mail in a couple weeks.
But instead I received an email from the <st1:place><st1:PlaceName>Laredo</st1:PlaceName>
<st1:PlaceName>Service</st1:PlaceName><st1:PlaceType>Center</st1:PlaceType></st1:place>confirming
that they had received my unit, but that the
estimated replacement charge was going to come to$586.
I called up the <st1:City><st1:place>Laredo</st1:place></st1:City> centerimmediatelyto
ask about the price discrepancy and was questioned where I had been quoted
a replacement price of $335. After explaining that I was quoted the price
over the phone and that it was also listed on the internet, I was informed that
there was no way that price quoted was accurate and that amount wouldn't even
cover the flat rate repair rate for my particular unit. After becoming a bit
frustrated with the CSR, he then informed me that regardless of the price discrepancy,
they would not be able to replace the unit because it was too old and
they did not have any replacements available at the time. I was disheartened
and aggravated, but decided to have them go ahead and repair the unit. He still
wanted me to pay over $300 to have the repair completed but in the end after
quoting the price from the internet the person reluctantly offered to do the
repair at th
e quoted cost, but not without leaving me with the impressionthat I was lucky
and they were doing me a favor.
After about a month I had the C90 back in my possession, and upon opening the box
I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of confidence
that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As soon
as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc started
to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. Themessage 'disc error'
popped up on the screen along with a fewbeeps and the disc ejected.Igrabbed
another disc of mine, ensuring this one had absolutelyno fingerprints or scratches
anywhere on it. Same problem, after a few seconds of trying to spin the
disc I got an error.
I immediately called up Sony, frustrated at this point because I not only did not
get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. SoI had to send the deck back again, but they assured
me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was in
no hurry to use this in an install anyways. I hooked it up to test it out, stuck
in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
Things would've been great had the story ended here, but fate made it so that I
had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around with
it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got a
disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
So off goes my C90 for a 3rd visit to the <st1:place><st1:PlaceName>Laredo</st1:PlaceName>
<st1:PlaceName>Service</st1:PlaceName> <st1:PlaceType>Center</st1:PlaceType></st1:place>.
After a long wait and hearing no updates, I decided to
check online and noticed that a new message had appeared in regards to the current
status of my repair. It read as follows: "Please call one of the following
numbers so we may provide you with further information regarding your Sony
product"I called immediately, but the CSR knew nothing of the message or of my
CD players status. I was told to wait a bit longer and that the repair should
be completed shortly.
Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the <st1:City><st1:place>Laredo</st1:place></st1:City> center who
had a very hard time speaking my native language and for my sake and his I hope
they have those service manuals printed in his own language... I recall the
first thing he said to me... "I am sorry sir, but your CD player is not repairable
by us... we no longer have the parts to do the repair." My jaw dropped,
I got frustrated and argued a bit on the phone saying that this problem hadn't
arisen until after they got their hands on my deck, but I didn't get anywhere
so I call up management at customer service once again. The lady was apologetic
but not very helpful, she said that what I had been told was correct, that
they no longer had the parts to complete the repair of my deck and that I only
had a couple options. They offered to swap it with anothe
r deck She also spoke of the possibility of a buy back which I havenot heard a
mention of since, but I am not really interested in either option and just want
my C90 back and working properly. I was urged to take a few days to think it
over and call her back.
I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message I
told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day UPS
showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see if
everything was in place, and all of a sudden I hear a small 'tinkle tinkle tinkle'
coming from inside. I flip it back over,
and again I hear something loose rolling around inside the deck.
Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the <st1:City><st1:place>Laredo</st1:place></st1:City>
center directly and got a compassionate
but not so helpful lady on the other end. I explained the situation.
She apologized profusely and said that unfortunately I'd have to send it back
again, which was already obvious to me. I also asked her why I was told the
week before that the deck was not repairable, and she said she didn't know but
the techs had somehow found a way to fix it. So off to Sony goes my C90 for a
4th visit...
It's now been over 6 months since this has all started, and last week I got a call
from another tech at the <st1:place><st1:PlaceName>Laredo</st1:PlaceName>
<st1:PlaceType>Center</st1:PlaceType></st1:place>, and was given that same dreaded
message as before. "I'm sorry sir, but we cannot complete the repair on your
CD player." I didn't speak with him for very long, just got his name and badge
info, then immediately called the management of customer service at Sony.
I left a message expecting a callback within a day or so.
Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much to
say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when I
asked him if it wasa screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and that
she would soon be in touch.
I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me shows
signs of a very sloppy splice.
That same day I also received a callback from the manager at customer service for
Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me a
warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD player
had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible and
told me to take a few days to think about what I want.
So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90 in
for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service youmayreceive when dealing withrepairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do? Im
all out of ideas.
Message 3
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
Cc: bobbybraun@comcast.net
--> XDP4000X-List message posted by: jtholley03@adelphia.net
This is very disheartening. I am sorry to hear this since I have a C90, and 3 XM2000R's.
Do you still have your XDP4000?
I am looking to buy one and still will be doing so even tho this news saddens me
and lets me know I am forked if I need to repair something.
Message 4
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: Scott Thibault <tbone7467@yahoo.com>
Yeah they offered me the same crappy deck when I had my CDX-C90 repaired a few
months back. funny they dont have parts I think they are still selling this unit
in europe. I was offended by the offer of that crappy xplode deck myself. I
would have expected at least the dvd flip up screen for like $200 and the cdx-c90.
I got my deck back in great condition have yet to test it so not sure if
it is 100%.
bobbybraun@comcast.net wrote: --> XDP4000X-List message posted by: bobbybraun@comcast.net
First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
I had been watching Ebay for decent ES equipment to solidify my ES experience for
as long as possible and last summer I picked up a C90 that was advertised as
'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
I looked into my options for repair and Sony Customer Service informed me that
they offered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enough for it to be replaced. I sent it in expecting
to be receiving a like new, refurbished model in the mail in a couple weeks.
But instead I received an email from the Laredo Service Center confirming
that they had received my unit, but that the estimated replacement charge was
going to come to $586.
I called up the Laredo center immediately to ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After explaining
that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was
accurate and that amount wouldn't even cover the flat rate repair rate for my
particular unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them
go ahead and repair the unit. He still wanted me to pay over $300 to have the
repair completed but in the end after quoting the price from the internet the
person reluctantly offered to do the repair at the quoted cost, but not without
leaving me with the impression that I was luck
y and they were doing me a favor.
After about a month I had the C90 back in my possession, and upon opening the box
I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of confidence
that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As soon
as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc started
to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. The message 'disc error'
popped up on the screen along with a few beeps and the disc ejected. I grabbed
another disc of mine, ensuring this one had absolutely no fingerprints or
scratches anywhere on it. Same problem, after a few seconds of trying to spin
the disc I got an error.
I immediately called up Sony, frustrated at this point because I not only did not
get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. So I had to send the deck back again, but they assured
me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was in
no hurry to use this in an install anyways. I hooked it up to test it out, stuck
in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
Things would've been great had the story ended here, but fate made it so that I
had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around with
it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got a
disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long wait
and hearing no updates, I decided to check online and noticed that a new message
had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product" I called immediately, but the
CSR knew nothing of the message or of my CD players status. I was told to wait
a bit longer and that the repair should be completed shortly.
Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the Laredo center who had a very hard time speaking my native language
and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry sir,
but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the phone
saying that this problem hadn't arisen until after they got their hands on
my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that what
I had been told was correct, that they no longer had the parts to complete the
repair of my deck and that I only had a couple options. They offered to swap
it with another deck She also spoke of the possibility of a buy back which I
have not heard a mention of since, but I am not
really interested in either option and just want my C90 back and working properly.
I was urged to take a few days to think it over and call her back.
I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message I
told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day UPS
showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see if
everything was in place, and all of a sudden I hear a small 'tinkle tinkle tinkle'
coming from inside. I flip it back over, and again I hear something loose
rolling around inside the deck.
Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the Laredo
center directly and got a compassionate but not so helpful lady on the other
end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me. I
also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix it.
So off to Sony goes my C90 for a 4th visit...
It's now been over 6 months since this has all started, and last week I got a call
from another tech at the Laredo Center, and was given that same dreaded message
as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge info,
then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much to
say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when I
asked him if it was a screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and that
she would soon be in touch.
I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me shows
signs of a very sloppy splice.
That same day I also received a callback from the manager at customer service for
Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me a
warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD player
had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible and
told me to take a few days to think about what I want.
So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90 in
for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service you may receive when dealing with repairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do?
Im all out of ideas.
First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
I had been watching Ebay for decent ES equipment to solidify my ES experience for
as long as possible and last summer I picked up a C90 that was advertised as
'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
I looked into my options for repair and Sony Customer Service informed me that
theyoffered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enoughfor it to be replaced. I sentit in expecting
to be receiving a like new, refurbished model in the mail in a couple weeks.
But instead I received an email from the Laredo ServiceCenterconfirming that
they had received my unit, but that the estimated replacement charge was going
to come to$586.
I called up the Laredo centerimmediatelyto ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After explaining
that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was accurate
and that amount wouldn't even cover the flat rate repair rate for my particular
unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them go
ahead and repair the unit. He still wanted me to pay over $300 to have the repair
completed but in the end after quoting the price from the internet the person
reluctantly offered to do the repair at th
e quoted cost, but not without leaving me with the impressionthat I was lucky and
they were doing me a favor.
After about a month I had the C90 back in my possession, and upon opening the box
I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of confidence
that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As soon
as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc started
to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. Themessage 'disc error'
popped up on the screen along with a fewbeeps and the disc ejected.Igrabbed
another disc of mine, ensuring this one had absolutelyno fingerprints or scratches
anywhere on it. Same problem, after a few seconds of trying to spin the
disc I got an error.
I immediately called up Sony, frustrated at this point because I not only did not
get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. SoI had to send the deck back again, but they assured
me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was in
no hurry to use this in an install anyways. I hooked it up to test it out, stuck
in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
Things would've been great had the story ended here, but fate made it so that I
had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around with
it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got a
disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long wait
and hearing no updates, I decided to check online and noticed that a new message
had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product"I called immediately, but the
CSR knew nothing of the message or of my CD players status. I was told to wait
a bit longer and that the repair should be completed shortly.
Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the Laredo center who had a very hard time speaking my native language
and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry sir,
but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the phone
saying that this problem hadn't arisen until after they got their hands on
my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that what
I had been told was correct, that they no longer had the parts to complete the
repair of my deck and that I only had a couple options. They offered to swap
it with anothe
r deck She also spoke of the possibility of a buy back which I havenot heard a
mention of since, but I am not really interested in either option and just want
my C90 back and working properly. I was urged to take a few days to think it
over and call her back.
I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message I
told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day UPS
showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see if
everything was in place, and all of a sudden I hear a small 'tinkle tinkle tinkle'
coming from inside. I flip it back over,
and again I hear something loose rolling around inside the deck.
Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the Laredo
center directly and got a compassionate but not so helpful lady on the other
end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me. I
also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix it.
So off to Sony goes my C90 for a 4th visit...
It's now been over 6 months since this has all started, and last week I got a call
from another tech at the Laredo Center, and was given that same dreaded message
as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge info,
then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much to
say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when I
asked him if it wasa screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and that
she would soon be in touch.
I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me shows
signs of a very sloppy splice.
That same day I also received a callback from the manager at customer service for
Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me a
warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD player
had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible and
told me to take a few days to think about what I want.
So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90 in
for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service youmayreceive when dealing withrepairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do? Im
all out of ideas.
---------------------------------
Use Photomail to share photos without annoying attachments.
Message 5
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: "Randy Visentine" <randyman@gmail.com>
I had a simlar runaround from Sony Service Center. I sent my lovely
STR-DA777ES Reciever in for service. It was displaying "Protect" on the
display, and would not function at all. It has a 5 Year warranty. So I pay
the ~$50 shipping fee to have it serviced by the "Pros" at Sony. I get it
back a few weeks later, and all seems well (well, actually, the unit worked,
but they did not address the intermittent motorized volume knob issue I was
having - but I was just glad to get my baby back, and my HT back in action).
So, flash to about a year or 2 later. Unit is still under warranty. The
Motorized Volume Knob was REALLY acting up now, and part of the display was
intermittent as well. I go online, and see Sony has a "Platinum" service
center about 5 miles from my work. So I take it in (save $50 shipping).
The tech is a very nice and knowledgeable guy. I get a phone call the next
day. He informs me that SOMEONE had done VERY sloppy work on this reciever,
and the Protection Circuitry was actually BYPASSED! Well, as I mentioned
above, the Sony Service Center did the last "Repair" on my unit. I call
Sony - and they tell me I had an un-authorized repair center work on my
unit, and my warranty is now voided. I was PISSED!!! I could not find the
invoice from the previous repair - so I was screwed. It was their word
against mine regarding the previous repair. I finally find the invoice
(thank God), and they STILL claim I had un-authorized work done elsewhere.
The invoice even stated I was having "Protect" issues - so Sony MUST have
addressed the Protection circuit. Sony would NOT admit their techs could do
anything like this. But they did - they essentially created a fire hazard
in my rack my bypassing the Protection circuit.
I go round and round with the Call Center (you will never get outside of the
call center unless you do some research and find some corporate contact #'s
yourself). I got fed up, and found a contact for the Chief Engineer at Sony
NY (Phillip someone). I leave a message, and I recieve a call back from
them the next day. A very helpful lady took my info, and approved my
Warranty repair in about 10 minutes. I don't know if any follow up was
done, but the Sony Service Center could have been liable if a fire was to
have started due to the blatent disreguard for saftey on my unit. I can not
believe the quality of the Sony Service Center's repair techs. Talk about
half-ass - more like 1/8 ass (or less). The local Repair Tech did a great
job, and I would NEVER send my Sony Units to a "Sony Service Center" again!
Find a good authorized shop in your area, and you will be much safer IMO
(literally safer; as in no fire hazard in my case)
The reciever just had another issue (NONE of the digital circuitry is
working, but Analog Pass Thru works fine). My warranty just expired. I
have had it with Sony. I will be replacing it with either a Parasound A/V
preamp, or a Marantz unit in the next year.
I still pimp my C90/XDP-4K in my Tacoma, but a sick Car-PC or even the URAL
CDD might be replacing that soon. Sony really pissed me off with this crap.
I have so much Sony gear - it is not even funny. I will hang onto my 2250
Watts of Sony ES Home Amplification (and two XM-7547's and one XM-7527), but
the rest will get replaced with other stuff. I feel you 100% on your Sony
Repair issue.
Remember - the Consumers decide who succeeds and who fails in the retail
market. Make your statement by not buying anymore Sony Gear if this kind of
customer abuse upsets you. I had plans on spending thousands more with Sony
- not anymore...
Randy V.
On 3/16/06, jtholley03@adelphia.net <jtholley03@adelphia.net> wrote:
>
> --> XDP4000X-List message posted by: jtholley03@adelphia.net
>
> This is very disheartening. I am sorry to hear this since I have a C90,
> and 3 XM2000R's.
>
> Do you still have your XDP4000?
>
> I am looking to buy one and still will be doing so even tho this news
> saddens me and lets me know I am forked if I need to repair something.
>
>
--
Randy V.
Houston, TX
Audio-Dude/Musician/Crazy Guy
Message 6
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: DB <dbotel6500@rogers.com>
Bobby,
My uncle had 2 of these decks at one time. He had one for parts (with a
bad LCD), and he auctioned
off the other unit with the good LCD and harness.
Let me know if you would like to pick up the 2nd deck. It kills me that
it's sitting up in his closet with
absolutely nothing wrong with it (other than the LCD)
Daniel
P.S.: In the Toronto area, there is one shop that would probably be
capable of repairing your deck, if you wanted to go down that road.
They repaired my CDX-C910 at the time, and did a terrific job on the unit.
http://www.mtcservice.com/contact.htm
bobbybraun@comcast.net wrote:
>--> XDP4000X-List message posted by: bobbybraun@comcast.net
>
>First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
>I had been watching Ebay for decent ES equipment to solidify my ES experience
for as long as possible and last summer I picked up a C90 that was advertised
as 'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
>I looked into my options for repair and Sony Customer Service informed me that
they offered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enough for it to be replaced. I sent it in
expecting to be receiving a like new, refurbished model in the mail in a couple
weeks. But instead I received an email from the Laredo Service Center confirming
that they had received my unit, but that the estimated replacement charge
was going to come to $586.
>I called up the Laredo center immediately to ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After
explaining that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was
accurate and that amount wouldn't even cover the flat rate repair rate for my
particular unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have
them go ahead and repair the unit. He still wanted me to pay over $300 to have
the repair completed but in the end after quoting the price from the internet
the person reluctantly offered to do the repair at the quoted cost, but not
without leaving me with the impression that I was luck
> y and they were doing me a favor.
>After about a month I had the C90 back in my possession, and upon opening the
box I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
>I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm
and clicked nicely, I was pleased. Then I grabbed a CD and opened the face.
As soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc
started to spin up, and I could hear a not so good clicking sound, and could
instantly tell that the deck was not going to read the disc. The message 'disc
error' popped up on the screen along with a few beeps and the disc ejected.
I grabbed another disc of mine, ensuring this one had absolutely no fingerprints
or scratches anywhere on it. Same problem, after a few seconds of trying
to spin the disc I got an error.
>I immediately called up Sony, frustrated at this point because I not only did
not get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. So I had to send the deck back again, but they
assured me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair.
The deck was back in my possession after another month, which was fine as I was
in no hurry to use this in an install anyways. I hooked it up to test it out,
stuck in a CD and it worked and sounded great! This was confirmation enough
for me, so I packaged the unit up and stored it away for safe keeping.
>Things would've been great had the story ended here, but fate made it so that
I had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around
with it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment
when all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in,
same problem back from the dead!
>Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly
explained that I was using the very same equipment that their repair facility
would use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
>So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long
wait and hearing no updates, I decided to check online and noticed that a new
message had appeared in regards to the current status of my repair. It read
as follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product" I called immediately, but
the CSR knew nothing of the message or of my CD players status. I was told to
wait a bit longer and that the repair should be completed shortly.
>Three days later is when I got that dreaded call from Sony. I heard from the
tech himself at the Laredo center who had a very hard time speaking my native
language and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry
sir, but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the
phone saying that this problem hadn't arisen until after they got their hands
on my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that
what I had been told was correct, that they no longer had the parts to complete
the repair of my deck and that I only had a couple options. They offered to
swap it with another deck She also spoke of the possibility of a buy back which
I have not heard a mention of since, but I am not
> really interested in either option and just want my C90 back and working properly.
I was urged to take a few days to think it over and call her back.
>I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day
UPS showed up on my doorstep with an oddly familiar box from Sony. It was my
C90. I opened it and pulled out an invoice, and it showed that it had in fact
been repaired! I was shocked to say the least, and continued by reaching to
pull the deck out of the box. I looked it over, and flipped it upside down to
see if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over, and again I hear something
loose rolling around inside the deck.
>Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the Laredo
center directly and got a compassionate but not so helpful lady on the other
end. I explained the situation. She apologized profusely and said that
unfortunately I'd have to send it back again, which was already obvious to me.
I also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix
it. So off to Sony goes my C90 for a 4th visit...
>It's now been over 6 months since this has all started, and last week I got a
call from another tech at the Laredo Center, and was given that same dreaded message
as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge
info, then immediately called the management of customer service at Sony. I
left a message expecting a callback within a day or so.
>Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the
problems that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it was a screw they forgot to put back he denied, saying that
no sir it was not a loose screw. When asked again that if it wasn't a screw
what it was, he ended by saying that he did not have that information at this
time. I told him that I would be in touch with management and ended the call.
>Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured
me that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
>I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in
place. The wire connected to the inverter is also taped together, which to me
shows signs of a very sloppy splice.
>That same day I also received a callback from the manager at customer service
for Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me
a warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD
player had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone
that she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
>So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is
no longer there to support their customers to say the least
>Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned
of the type of service you may receive when dealing with repairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far
without hitting the delete button in their email, what do you think you would
do? Im all out of ideas.
>
>
>First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
>
>
>I had been watching Ebay for decent ES equipment to solidify my ES experience
for as long as possible and last summer I picked up a C90 that was advertised
as 'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
>
>
>I looked into my options for repair and Sony Customer Service informed me that
theyoffered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enoughfor it to be replaced. I sentit in expecting
to be receiving a like new, refurbished model in the mail in a couple weeks.
But instead I received an email from the <st1:place><st1:PlaceName>Laredo</st1:PlaceName>
<st1:PlaceName>Service</st1:PlaceName><st1:PlaceType>Center</st1:PlaceType></st1:place>confirming
that they had received my unit, but that the
estimated replacement charge was going to come to$586.
>
>
>I called up the <st1:City><st1:place>Laredo</st1:place></st1:City> centerimmediatelyto
ask about the price discrepancy and was questioned where I had been quoted
a replacement price of $335. After explaining that I was quoted the price
over the phone and that it was also listed on the internet, I was informed that
there was no way that price quoted was accurate and that amount wouldn't even
cover the flat rate repair rate for my particular unit. After becoming a bit
frustrated with the CSR, he then informed me that regardless of the price discrepancy,
they would not be able to replace the unit because it was too old
and they did not have any replacements available at the time. I was disheartened
and aggravated, but decided to have them go ahead and repair the unit. He still
wanted me to pay over $300 to have the repair completed but in the end after
quoting the price from the internet the person reluctantly offered to do the
repair at th
> e quoted cost, but not without leaving me with the impressionthat I was lucky
and they were doing me a favor.
>
>
>After about a month I had the C90 back in my possession, and upon opening the
box I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
>
>
>I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As
soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc started
to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. Themessage 'disc error'
popped up on the screen along with a fewbeeps and the disc ejected.Igrabbed
another disc of mine, ensuring this one had absolutelyno fingerprints or scratches
anywhere on it. Same problem, after a few seconds of trying to spin the
disc I got an error.
>
>
>I immediately called up Sony, frustrated at this point because I not only did
not get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. SoI had to send the deck back again, but they assured
me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was in
no hurry to use this in an install anyways. I hooked it up to test it out, stuck
in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
>
>
>Things would've been great had the story ended here, but fate made it so that
I had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around with
it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
>
>
>Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
>
>
>So off goes my C90 for a 3rd visit to the <st1:place><st1:PlaceName>Laredo</st1:PlaceName>
<st1:PlaceName>Service</st1:PlaceName> <st1:PlaceType>Center</st1:PlaceType></st1:place>.
After a long wait and hearing no updates, I decided to
check online and noticed that a new message had appeared in regards to the current
status of my repair. It read as follows: "Please call one of the following
numbers so we may provide you with further information regarding your Sony
product"I called immediately, but the CSR knew nothing of the message or of my
CD players status. I was told to wait a bit longer and that the repair should
be completed shortly.
>
>
>Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the <st1:City><st1:place>Laredo</st1:place></st1:City> center who
had a very hard time speaking my native language and for my sake and his I
hope they have those service manuals printed in his own language... I recall the
first thing he said to me... "I am sorry sir, but your CD player is not repairable
by us... we no longer have the parts to do the repair." My jaw dropped,
I got frustrated and argued a bit on the phone saying that this problem hadn't
arisen until after they got their hands on my deck, but I didn't get anywhere
so I call up management at customer service once again. The lady was apologetic
but not very helpful, she said that what I had been told was correct, that
they no longer had the parts to complete the repair of my deck and that I only
had a couple options. They offered to swap it with anothe
> r deck She also spoke of the possibility of a buy back which I havenot heard
a mention of since, but I am not really interested in either option and just want
my C90 back and working properly. I was urged to take a few days to think
it over and call her back.
>
>
>I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day UPS
showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see
if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over,
> and again I hear something loose rolling around inside the deck.
>
>
>Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the <st1:City><st1:place>Laredo</st1:place></st1:City>
center directly and got a compassionate
but not so helpful lady on the other end. I explained the situation.
She apologized profusely and said that unfortunately I'd have to send it back
again, which was already obvious to me. I also asked her why I was told the
week before that the deck was not repairable, and she said she didn't know but
the techs had somehow found a way to fix it. So off to Sony goes my C90 for
a 4th visit...
>
>
>It's now been over 6 months since this has all started, and last week I got a
call from another tech at the <st1:place><st1:PlaceName>Laredo</st1:PlaceName>
<st1:PlaceType>Center</st1:PlaceType></st1:place>, and was given that same dreaded
message as before. "I'm sorry sir, but we cannot complete the repair on
your CD player." I didn't speak with him for very long, just got his name and
badge info, then immediately called the management of customer service at Sony.
I left a message expecting a callback within a day or so.
>
>
>Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it wasa screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
>
>
>Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
>
>
>I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me shows
signs of a very sloppy splice.
>
>
>That same day I also received a callback from the manager at customer service
for Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me
a warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD player
had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
>
>
>So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
>
>
>Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service youmayreceive when dealing withrepairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do?
Im all out of ideas.
>
>
>
>
Message 7
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: Scott Thibault <tbone7467@yahoo.com>
Most big corporations outsource their call center business nowadays. the reason
that I know this is that I work for an outsource center (sony is no diffrent
unfortunately). you will never get resolution from call centers most of the time
just get the run around. that an most of the "managers" dont know anything
about the products, they just spout BS to make you think they know what they are
talking about. the problem for the call centers is not clear channel for communication
and a lot of red tape. I am sorry you got such crappy service that
sucks.
Randy Visentine <randyman@gmail.com> wrote: --> XDP4000X-List message posted by:
"Randy Visentine"
I had a simlar runaround from Sony Service Center. I sent my lovely
STR-DA777ES Reciever in for service. It was displaying "Protect" on the
display, and would not function at all. It has a 5 Year warranty. So I pay
the ~$50 shipping fee to have it serviced by the "Pros" at Sony. I get it
back a few weeks later, and all seems well (well, actually, the unit worked,
but they did not address the intermittent motorized volume knob issue I was
having - but I was just glad to get my baby back, and my HT back in action).
So, flash to about a year or 2 later. Unit is still under warranty. The
Motorized Volume Knob was REALLY acting up now, and part of the display was
intermittent as well. I go online, and see Sony has a "Platinum" service
center about 5 miles from my work. So I take it in (save $50 shipping).
The tech is a very nice and knowledgeable guy. I get a phone call the next
day. He informs me that SOMEONE had done VERY sloppy work on this reciever,
and the Protection Circuitry was actually BYPASSED! Well, as I mentioned
above, the Sony Service Center did the last "Repair" on my unit. I call
Sony - and they tell me I had an un-authorized repair center work on my
unit, and my warranty is now voided. I was PISSED!!! I could not find the
invoice from the previous repair - so I was screwed. It was their word
against mine regarding the previous repair. I finally find the invoice
(thank God), and they STILL claim I had un-authorized work done elsewhere.
The invoice even stated I was having "Protect" issues - so Sony MUST have
addressed the Protection circuit. Sony would NOT admit their techs could do
anything like this. But they did - they essentially created a fire hazard
in my rack my bypassing the Protection circuit.
I go round and round with the Call Center (you will never get outside of the
call center unless you do some research and find some corporate contact #'s
yourself). I got fed up, and found a contact for the Chief Engineer at Sony
NY (Phillip someone). I leave a message, and I recieve a call back from
them the next day. A very helpful lady took my info, and approved my
Warranty repair in about 10 minutes. I don't know if any follow up was
done, but the Sony Service Center could have been liable if a fire was to
have started due to the blatent disreguard for saftey on my unit. I can not
believe the quality of the Sony Service Center's repair techs. Talk about
half-ass - more like 1/8 ass (or less). The local Repair Tech did a great
job, and I would NEVER send my Sony Units to a "Sony Service Center" again!
Find a good authorized shop in your area, and you will be much safer IMO
(literally safer; as in no fire hazard in my case)
The reciever just had another issue (NONE of the digital circuitry is
working, but Analog Pass Thru works fine). My warranty just expired. I
have had it with Sony. I will be replacing it with either a Parasound A/V
preamp, or a Marantz unit in the next year.
I still pimp my C90/XDP-4K in my Tacoma, but a sick Car-PC or even the URAL
CDD might be replacing that soon. Sony really pissed me off with this crap.
I have so much Sony gear - it is not even funny. I will hang onto my 2250
Watts of Sony ES Home Amplification (and two XM-7547's and one XM-7527), but
the rest will get replaced with other stuff. I feel you 100% on your Sony
Repair issue.
Remember - the Consumers decide who succeeds and who fails in the retail
market. Make your statement by not buying anymore Sony Gear if this kind of
customer abuse upsets you. I had plans on spending thousands more with Sony
- not anymore...
Randy V.
On 3/16/06, jtholley03@adelphia.net wrote:
>
> --> XDP4000X-List message posted by: jtholley03@adelphia.net
>
> This is very disheartening. I am sorry to hear this since I have a C90,
> and 3 XM2000R's.
>
> Do you still have your XDP4000?
>
> I am looking to buy one and still will be doing so even tho this news
> saddens me and lets me know I am forked if I need to repair something.
>
>
--
Randy V.
Houston, TX
Audio-Dude/Musician/Crazy Guy
---------------------------------
Use Photomail to share photos without annoying attachments.
Message 8
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: Scott Thibault <tbone7467@yahoo.com>
how much for the deck? I have a spare face plate.
DB <dbotel6500@rogers.com> wrote: --> XDP4000X-List message posted by: DB
Bobby,
My uncle had 2 of these decks at one time. He had one for parts (with a
bad LCD), and he auctioned
off the other unit with the good LCD and harness.
Let me know if you would like to pick up the 2nd deck. It kills me that
it's sitting up in his closet with
absolutely nothing wrong with it (other than the LCD)
Daniel
P.S.: In the Toronto area, there is one shop that would probably be
capable of repairing your deck, if you wanted to go down that road.
They repaired my CDX-C910 at the time, and did a terrific job on the unit.
http://www.mtcservice.com/contact.htm
bobbybraun@comcast.net wrote:
>--> XDP4000X-List message posted by: bobbybraun@comcast.net
>
>First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
>I had been watching Ebay for decent ES equipment to solidify my ES experience
for as long as possible and last summer I picked up a C90 that was advertised
as 'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
>I looked into my options for repair and Sony Customer Service informed me that
they offered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enough for it to be replaced. I sent it in expecting
to be receiving a like new, refurbished model in the mail in a couple
weeks. But instead I received an email from the Laredo Service Center confirming
that they had received my unit, but that the estimated replacement charge was
going to come to $586.
>I called up the Laredo center immediately to ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After explaining
that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was
accurate and that amount wouldn't even cover the flat rate repair rate for my
particular unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them
go ahead and repair the unit. He still wanted me to pay over $300 to have the
repair completed but in the end after quoting the price from the internet the
person reluctantly offered to do the repair at the quoted cost, but not without
leaving me with the impression that I was lu!
ck
> y and they were doing me a favor.
>After about a month I had the C90 back in my possession, and upon opening the
box I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
>I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As
soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc started
to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. The message 'disc error'
popped up on the screen along with a few beeps and the disc ejected. I grabbed
another disc of mine, ensuring this one had absolutely no fingerprints
or scratches anywhere on it. Same problem, after a few seconds of trying to spin
the disc I got an error.
>I immediately called up Sony, frustrated at this point because I not only did
not get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. So I had to send the deck back again, but they
assured me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was
in no hurry to use this in an install anyways. I hooked it up to test it out,
stuck in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
>Things would've been great had the story ended here, but fate made it so that
I had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around with
it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
>Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
>So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long
wait and hearing no updates, I decided to check online and noticed that a new
message had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product" I called immediately, but the
CSR knew nothing of the message or of my CD players status. I was told to wait
a bit longer and that the repair should be completed shortly.
>Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the Laredo center who had a very hard time speaking my native language
and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry
sir, but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the phone
saying that this problem hadn't arisen until after they got their hands on
my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that what
I had been told was correct, that they no longer had the parts to complete the
repair of my deck and that I only had a couple options. They offered to swap
it with another deck She also spoke of the possibility of a buy back which I
have not heard a mention of since, but I am n!
ot
> really interested in either option and just want my C90 back and working properly.
I was urged to take a few days to think it over and call her back.
>I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day UPS
showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see
if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over, and again I hear something loose
rolling around inside the deck.
>Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the Laredo
center directly and got a compassionate but not so helpful lady on the other
end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me. I
also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix it.
So off to Sony goes my C90 for a 4th visit...
>It's now been over 6 months since this has all started, and last week I got a
call from another tech at the Laredo Center, and was given that same dreaded message
as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge info,
then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
>Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it was a screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
>Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
>I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me shows
signs of a very sloppy splice.
>That same day I also received a callback from the manager at customer service
for Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me
a warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD player
had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
>So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
>Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service you may receive when dealing with repairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do?
Im all out of ideas.
>
>
>First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
>
>
>I had been watching Ebay for decent ES equipment to solidify my ES experience
for as long as possible and last summer I picked up a C90 that was advertised
as 'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
>
>
>I looked into my options for repair and Sony Customer Service informed me that
theyoffered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enoughfor it to be replaced. I sentit in expecting
to be receiving a like new, refurbished model in the mail in a couple weeks.
But instead I received an email from the Laredo ServiceCenterconfirming that
they had received my unit, but that the estimated replacement charge was going
to come to$586.
>
>
>I called up the Laredo centerimmediatelyto ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After explaining
that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was accurate
and that amount wouldn't even cover the flat rate repair rate for my particular
unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them
go ahead and repair the unit. He still wanted me to pay over $300 to have the
repair completed but in the end after quoting the price from the internet the
person reluctantly offered to do the repair at th
> e quoted cost, but not without leaving me with the impressionthat I was lucky
and they were doing me a favor.
>
>
>After about a month I had the C90 back in my possession, and upon opening the
box I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
>
>
>I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm and
clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As
soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc started
to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. Themessage 'disc error'
popped up on the screen along with a fewbeeps and the disc ejected.Igrabbed
another disc of mine, ensuring this one had absolutelyno fingerprints or scratches
anywhere on it. Same problem, after a few seconds of trying to spin the
disc I got an error.
>
>
>I immediately called up Sony, frustrated at this point because I not only did
not get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. SoI had to send the deck back again, but they assured
me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was in
no hurry to use this in an install anyways. I hooked it up to test it out, stuck
in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
>
>
>Things would've been great had the story ended here, but fate made it so that
I had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around with
it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
>
>
>Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly explained
that I was using the very same equipment that their repair facility would
use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
>
>
>So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long
wait and hearing no updates, I decided to check online and noticed that a new
message had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product"I called immediately, but the
CSR knew nothing of the message or of my CD players status. I was told to wait
a bit longer and that the repair should be completed shortly.
>
>
>Three days later is when I got that dreaded call from Sony. I heard from the tech
himself at the Laredo center who had a very hard time speaking my native language
and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry
sir, but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the phone
saying that this problem hadn't arisen until after they got their hands on
my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that what
I had been told was correct, that they no longer had the parts to complete the
repair of my deck and that I only had a couple options. They offered to swap
it with anothe
> r deck She also spoke of the possibility of a buy back which I havenot heard
a mention of since, but I am not really interested in either option and just want
my C90 back and working properly. I was urged to take a few days to think
it over and call her back.
>
>
>I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day UPS
showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see
if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over,
> and again I hear something loose rolling around inside the deck.
>
>
>Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the Laredo
center directly and got a compassionate but not so helpful lady on the other
end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me. I
also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix it.
So off to Sony goes my C90 for a 4th visit...
>
>
>It's now been over 6 months since this has all started, and last week I got a
call from another tech at the Laredo Center, and was given that same dreaded message
as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge info,
then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
>
>
>Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the problems
that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it wasa screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
>
>
>Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured me
that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
>
>
>I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in place.
The wire connected to the inverter is also taped together, which to me shows
signs of a very sloppy splice.
>
>
>That same day I also received a callback from the manager at customer service
for Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me
a warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD player
had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
>
>
>So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
>
>
>Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned of
the type of service youmayreceive when dealing withrepairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do?
Im all out of ideas.
>
>
>
>
---------------------------------
Bring photos to life! New PhotoMail makes sharing a breeze.
Message 9
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
| SENDER | Reply to SENDER Regarding this Message |
|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: DB <dbotel6500@rogers.com>
I can ask him...he'd probably part with it for $300 or so...maybe less?
(Probably
less, due to the faceplate issue)
I'll be talking to him sometime this week, and I'll see if he's
interested in
selling the unit...
D
Scott Thibault wrote:
>--> XDP4000X-List message posted by: Scott Thibault <tbone7467@yahoo.com>
>
>how much for the deck? I have a spare face plate.
>
>DB <dbotel6500@rogers.com> wrote: --> XDP4000X-List message posted by: DB
>
>Bobby,
>
>My uncle had 2 of these decks at one time. He had one for parts (with a
>bad LCD), and he auctioned
>off the other unit with the good LCD and harness.
>
>Let me know if you would like to pick up the 2nd deck. It kills me that
>it's sitting up in his closet with
>absolutely nothing wrong with it (other than the LCD)
>
>Daniel
>
>P.S.: In the Toronto area, there is one shop that would probably be
>capable of repairing your deck, if you wanted to go down that road.
>They repaired my CDX-C910 at the time, and did a terrific job on the unit.
>
>http://www.mtcservice.com/contact.htm
>
>bobbybraun@comcast.net wrote:
>
>
>
>>--> XDP4000X-List message posted by: bobbybraun@comcast.net
>>
>>First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
>>I had been watching Ebay for decent ES equipment to solidify my ES experience
for as long as possible and last summer I picked up a C90 that was advertised
as 'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
>>I looked into my options for repair and Sony Customer Service informed me that
they offered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enough for it to be replaced. I sent it in expecting
to be receiving a like new, refurbished model in the mail in a couple
weeks. But instead I received an email from the Laredo Service Center confirming
that they had received my unit, but that the estimated replacement charge
was going to come to $586.
>>I called up the Laredo center immediately to ask about the price discrepancy
and was questioned where I had been quoted a replacement price of $335. After
explaining that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was
accurate and that amount wouldn't even cover the flat rate repair rate for my
particular unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them
go ahead and repair the unit. He still wanted me to pay over $300 to have the
repair completed but in the end after quoting the price from the internet the
person reluctantly offered to do the repair at the quoted cost, but not without
leaving me with the impression that I was lu!
>>
>>
>ck
>
>
>>y and they were doing me a favor.
>>After about a month I had the C90 back in my possession, and upon opening the
box I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
>>I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm
and clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As
soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc
started to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. The message 'disc
error' popped up on the screen along with a few beeps and the disc ejected. I
grabbed another disc of mine, ensuring this one had absolutely no fingerprints
or scratches anywhere on it. Same problem, after a few seconds of trying to spin
the disc I got an error.
>>I immediately called up Sony, frustrated at this point because I not only did
not get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. So I had to send the deck back again, but they
assured me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was
in no hurry to use this in an install anyways. I hooked it up to test it out,
stuck in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
>>Things would've been great had the story ended here, but fate made it so that
I had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around
with it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
>>Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly
explained that I was using the very same equipment that their repair facility
would use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
>>So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long
wait and hearing no updates, I decided to check online and noticed that a new
message had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product" I called immediately, but the
CSR knew nothing of the message or of my CD players status. I was told to wait
a bit longer and that the repair should be completed shortly.
>>Three days later is when I got that dreaded call from Sony. I heard from the
tech himself at the Laredo center who had a very hard time speaking my native
language and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry
sir, but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the
phone saying that this problem hadn't arisen until after they got their hands
on my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that what
I had been told was correct, that they no longer had the parts to complete
the repair of my deck and that I only had a couple options. They offered to swap
it with another deck She also spoke of the possibility of a buy back which
I have not heard a mention of since, but I am n!
>>
>>
>ot
>
>
>>really interested in either option and just want my C90 back and working properly.
I was urged to take a few days to think it over and call her back.
>>I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day
UPS showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see
if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over, and again I hear something loose
rolling around inside the deck.
>>Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the
Laredo center directly and got a compassionate but not so helpful lady on the
other end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me.
I also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix
it. So off to Sony goes my C90 for a 4th visit...
>>It's now been over 6 months since this has all started, and last week I got a
call from another tech at the Laredo Center, and was given that same dreaded
message as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge
info, then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
>>Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the
problems that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it was a screw they forgot to put back he denied, saying that
no sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
>>Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured
me that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
>>I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in
place. The wire connected to the inverter is also taped together, which to me
shows signs of a very sloppy splice.
>>That same day I also received a callback from the manager at customer service
for Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me
a warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD
player had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
>>So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
>>Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned
of the type of service you may receive when dealing with repairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far
without hitting the delete button in their email, what do you think you would
do? Im all out of ideas.
>>
>>
>>
>>First, I must apologize for the extremely long post, but I feel that for those
who may be interested, my experience should be shared. A little bit of background
first, I've owned my Sony ES system since late '98, and have been a happy
listener ever since. However as age sets in, I have become more and more worried
of my options in the event of a system breakdown.
>>
>>
>>
>>
>>I had been watching Ebay for decent ES equipment to solidify my ES experience
for as long as possible and last summer I picked up a C90 that was advertised
as 'like new' but arrived quite short of that description. The volume dial had
been worn out, and no longer clicked, and the unit itself had seen far better
days. For the most part it was functional just not like new as I had hoped.
>>
>>
>>
>>
>>I looked into my options for repair and Sony Customer Service informed me that
theyoffered a replacement plan for the unit for ~$335. I was ecstatic and couldn't
get the unit to them fast enoughfor it to be replaced. I sentit in expecting
to be receiving a like new, refurbished model in the mail in a couple weeks.
But instead I received an email from the Laredo ServiceCenterconfirming that
they had received my unit, but that the estimated replacement charge was going
to come to$586.
>>
>>
>>
>>
>>I called up the Laredo centerimmediatelyto ask about the price discrepancy and
was questioned where I had been quoted a replacement price of $335. After explaining
that I was quoted the price over the phone and that it was also listed
on the internet, I was informed that there was no way that price quoted was
accurate and that amount wouldn't even cover the flat rate repair rate for my
particular unit. After becoming a bit frustrated with the CSR, he then informed
me that regardless of the price discrepancy, they would not be able to replace
the unit because it was too old and they did not have any replacements available
at the time. I was disheartened and aggravated, but decided to have them
go ahead and repair the unit. He still wanted me to pay over $300 to have the
repair completed but in the end after quoting the price from the internet the
person reluctantly offered to do the repair at th
>>e quoted cost, but not without leaving me with the impressionthat I was lucky
and they were doing me a favor.
>>
>>
>>
>>
>>After about a month I had the C90 back in my possession, and upon opening the
box I had found one of the chassis screws loose in the bottom of the box. I consider
myself very lucky I noticed this, because before that I didn't even have
plans on hooking up the unit to test, since at that time I had every bit of
confidence that the authorized Sony center had finished the repair to the best
of their ability. Oh how wrong I was...
>>
>>
>>
>>
>>I hooked up the deck to my workbench and it powered up beautifully. Going through
the startup menus, everything worked properly, the volume dial felt firm
and clicked nicely, I was pleased. Then I grabbed a CD and opened the face. As
soon as the rollers grabbed at the CD to pull it in I heard a SNAP! The disc
started to spin up, and I could hear a not so good clicking sound, and could instantly
tell that the deck was not going to read the disc. Themessage 'disc error'
popped up on the screen along with a fewbeeps and the disc ejected.Igrabbed
another disc of mine, ensuring this one had absolutelyno fingerprints or scratches
anywhere on it. Same problem, after a few seconds of trying to spin the
disc I got an error.
>>
>>
>>
>>
>>I immediately called up Sony, frustrated at this point because I not only did
not get the new deck I was hoping for, I received mine back in worse shape than
it was in when I sent it in. SoI had to send the deck back again, but they
assured me that they would handle it as a top priority, and as a good faith gesture
even refunded my $125 that I had paid initially for the first repair. The
deck was back in my possession after another month, which was fine as I was
in no hurry to use this in an install anyways. I hooked it up to test it out,
stuck in a CD and it worked and sounded great! This was confirmation enough for
me, so I packaged the unit up and stored it away for safe keeping.
>>
>>
>>
>>
>>Things would've been great had the story ended here, but fate made it so that
I had to pull the deck out one wintry day to test a 4000x I was planning on selling.
I had it all hooked up so I could test out the 4000x. I played around
with it for about 15 minutes, the C90 worked beautifully (as did the 4000x) and
I was about to take it all apart and package up the processor for shipment when
all of a sudden the music stopped and I heard that ever so familiar clicking
sound inside of my CD player. After another few seconds it beeped and I got
a disc error message once again... I grabbed another disc and popped it in, same
problem back from the dead!
>>
>>
>>
>>
>>Extremely frustrated at this point I called up Sony and informed them of my misfortune.
At this point I was in contact with a manager of customer service who
wanted to know exactly why I was trying to hook up a car CD player inside my
house and continued by accusing me of breaking the unit myself... I quickly
explained that I was using the very same equipment that their repair facility
would use to power car equipment, and asked her if she honestly thought that their
repair techs ran out to a vehicle parked in back of their building to test
units out to see if they worked after finishing a repair. Even though I thought
this as funny, she did not but followed through and set up yet another work
order for repair.
>>
>>
>>
>>
>>So off goes my C90 for a 3rd visit to the Laredo Service Center. After a long
wait and hearing no updates, I decided to check online and noticed that a new
message had appeared in regards to the current status of my repair. It read as
follows: "Please call one of the following numbers so we may provide you with
further information regarding your Sony product"I called immediately, but the
CSR knew nothing of the message or of my CD players status. I was told to wait
a bit longer and that the repair should be completed shortly.
>>
>>
>>
>>
>>Three days later is when I got that dreaded call from Sony. I heard from the
tech himself at the Laredo center who had a very hard time speaking my native
language and for my sake and his I hope they have those service manuals printed
in his own language... I recall the first thing he said to me... "I am sorry
sir, but your CD player is not repairable by us... we no longer have the parts
to do the repair." My jaw dropped, I got frustrated and argued a bit on the
phone saying that this problem hadn't arisen until after they got their hands
on my deck, but I didn't get anywhere so I call up management at customer service
once again. The lady was apologetic but not very helpful, she said that what
I had been told was correct, that they no longer had the parts to complete
the repair of my deck and that I only had a couple options. They offered to swap
it with anothe
>>r deck She also spoke of the possibility of a buy back which I havenot heard
a mention of since, but I am not really interested in either option and just want
my C90 back and working properly. I was urged to take a few days to think
it over and call her back.
>>
>>
>>
>>
>>I waited over a weekend and then called her back and left a message after I found
out what they were offering to swap my C90 for was a discontinued and horridly
ugly Xplod model that in it's day retailed for under $400. In my message
I told her that I found it almost offensive that they offer me a used / refurbished
Xplod model that was approximately 1/3 of the original price of my deck.
I did not hear back from her for quite a few days, but instead the next day
UPS showed up on my doorstep with an oddly familiar box from Sony. It was my C90.
I opened it and pulled out an invoice, and it showed that it had in fact been
repaired! I was shocked to say the least, and continued by reaching to pull
the deck out of the box. I looked it over, and flipped it upside down to see
if everything was in place, and all of a sudden I hear a small 'tinkle tinkle
tinkle' coming from inside. I flip it back over,
>>and again I hear something loose rolling around inside the deck.
>>
>>
>>
>>
>>Ok, now at this point I'm furious, I pick up the phone, and instead of calling
the manager of customer service that had been working with me, I called the
Laredo center directly and got a compassionate but not so helpful lady on the
other end. I explained the situation. She apologized profusely and said that unfortunately
I'd have to send it back again, which was already obvious to me.
I also asked her why I was told the week before that the deck was not repairable,
and she said she didn't know but the techs had somehow found a way to fix
it. So off to Sony goes my C90 for a 4th visit...
>>
>>
>>
>>
>>It's now been over 6 months since this has all started, and last week I got a
call from another tech at the Laredo Center, and was given that same dreaded
message as before. "I'm sorry sir, but we cannot complete the repair on your CD
player." I didn't speak with him for very long, just got his name and badge
info, then immediately called the management of customer service at Sony. I left
a message expecting a callback within a day or so.
>>
>>
>>
>>
>>Later that afternoon I got a second call from a CSR at the Laredo Facility who
also informed me the deck was not able to be repaired. I brought up all the
problems that had gone on and demanded an explanation, but he didn't have much
to say. I also asked him what was rolling around loose inside my CD player when
I got it back last time and he pretended to know nothing about it, and when
I asked him if it wasa screw they forgot to put back he denied, saying that no
sir it was not a loose screw. When asked again that if it wasn't a screw what
it was, he ended by saying that he did not have that information at this time.
I told him that I would be in touch with management and ended the call.
>>
>>
>>
>>
>>Fifteen minutes later I received yet another call, this time from a supervisor
from the Laredo Facility. She was compassionate, understanding, and ensured
me that they would be able to come to a conclusion to resolve this problem and
that she would soon be in touch.
>>
>>
>>
>>
>>I have yet to hear back from her, but I have since received my C90 back in the
mail, this time officially broken (as tested and stated by an enclosed invoice).
After looking it over, there are three external screws missing from the deck,
two on the face, and one on the back that holds the DC inverters wire in
place. The wire connected to the inverter is also taped together, which to me
shows signs of a very sloppy splice.
>>
>>
>>
>>
>>That same day I also received a callback from the manager at customer service
for Sony who I had been working with through all of this and was again told that
they would replace the deck with a more current model or possibly offer me
a warranty extension for a current Sony product I already own. I told her neither
of these options interested me and that I just wanted my C90 back in working
order. I reiterated that I was extremely distraught by the way that my CD
player had been handled over the past few months, and informed her of the newly
missing screws. She apologized and said with a rather unconcerned overtone that
she would note it in her files but the repair was not going to be possible
and told me to take a few days to think about what I want.
>>
>>
>>
>>
>>So here I am, completely astounded over the treatment Ive received by Sony, and
I am lost as to what to do next. In no way do I want to trade my broken C90
in for a crappy Xplod model. The faceplate alone is worth more than what theyre
offering in exchange if you ask me. Its quite apparent to me that Sony is no
longer there to support their customers to say the least
>>
>>
>>
>>
>>Again, I must apologize for the LONG post, but part of me hopes that the right
person will happen across this and have an idea. If not, at least be warned
of the type of service youmayreceive when dealing withrepairs for your no longer
supported Sony Mobile ES equipment. So if anyone actually read this far without
hitting the delete button in their email, what do you think you would do?
Im all out of ideas.
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>
>
>
>---------------------------------
>Bring photos to life! New PhotoMail makes sharing a breeze.
>
>
>
>
Other Matronics Email List Services
These Email List Services are sponsored solely by Matronics and through the generous Contributions of its members.
-- Please support this service by making your Contribution today! --
|