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1. 01:20 AM - Re: Wow, what an experience (Sony) (bobbybraun@comcast.net)
2. 01:25 AM - Re: Wow, what an experience (Sony) (bobbybraun@comcast.net)
3. 08:22 AM - Re: Wow, what an experience (Sony) (DB)
4. 08:27 AM - Re: Wow, what an experience (Sony) (DB)
5. 05:45 PM - Re: Wow, what an experience (Sony) (Scott Thibault)
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| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: bobbybraun@comcast.net
Thank you, I will contact MTC tomorrow to see if they can offer any suggestions.
And I appreciate you filling me in on the possible availability of your uncle's
C90. I may be interested down the road if he chooses not to sell right now,
but at this point I'm not finished searching out my options in dealing with
Sony themselves. The way I look at it, they received a mostly functional unit,
and sent me a completely broken one. I don't feel that I am that far out
of line when I say they should be liable to fund the full repair / replacement
of my currently non-functional C90. We will see, but I can assure you I will
not be accepting their offer to give me an Xplod model as compensation. Until
Sony changes their business practices and product lines, I will not buy another
single Sony car audio product nor will I endorse their name to anyone. I
will however continue to use the high quality Mobile ES products of the past.
There isn't much out there today that can even come
close to the quality, and it's still amusing to be able to say "it's a Sony!"
when your friends hear it and ask "woah, what do you have in there?"
-------------- Original message --------------
From: Scott Thibault <tbone7467@yahoo.com>
> --> XDP4000X-List message posted by: Scott Thibault
>
> how much for the deck? I have a spare face plate.
>
> DB 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.
>
>
Thank you, I will contact MTC tomorrow to see if they can offer any suggestions.
And I appreciate you filling me in on the possible availability of your uncle's
C90. I may be interested down the road if he chooses not tosell right now,
but at this point I'm not finished searching out my options in dealing with Sony
themselves. The way I look at it, they received a mostlyfunctional unit, and
sent me a completelybroken one. I don't feel that I am that far out of line
when I say they should be liable to fund the full repair / replacement of my
currently non-functional C90. We will see, but I can assure you I will not be
accepting their offer to give me an Xplod model as compensation. Until Sony changes
their business practices and product lines, I will not buy another single
Sony car audio product nor will I endorse their name to anyone. I will however
continue to use the high quality Mobile ES products of the past
. There isn't much out there today that can even come close to the quality, and
it's still amusing to be able tosay "it's a Sony!"when your friends hear it
and ask "woah, what do you have in there?"
-------------- Original message --------------
From: Scott Thibault tbone7467@yahoo.com
-- 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 t
he 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 th
ere 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 scr
ews 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 d
isc 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 UP
S 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 t
o 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 d
idn'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 a
nd 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 apologize
d 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 a
lso
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 C
enter. 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 call
ed 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 ag
ain 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, an
d 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 ag
ain 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.
---------------------------------
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| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: bobbybraun@comcast.net
Oh, and when I referenced speaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same building as the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear
demands and have just been trying to get them to fix the thing on their own...
I feel there is no higher up I can go for my situation, but if any of you have
other contacts at hand it may be helpful to myself and others out there if
you were to share this information.
The office I contacted is:
Manager of Customer Satisfaction
Sony Electronics, 1 Sony Drive
Mail Drop 138
Park Ridge, New Jersey 07656
-------------- Original message --------------
From: Scott Thibault <tbone7467@yahoo.com>
> --> XDP4000X-List message posted by: Scott Thibault
>
> 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 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.
>
>
Oh, and when I referencedspeaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same buildingas the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear demands
and have just been trying to get them to fix the thing on their own... I feel
there is no higher up I can go for my situation, but if any of you have other
contacts at hand it may be helpful to myself and others out there if you were
to share this information.
The office I contacted is:
Manager of Customer Satisfaction
Sony Electronics, <st1:Street><st1:address>1 Sony Drive</st1:address></st1:Street>
Mail Drop 138
<st1:place><st1:City>Park Ridge</st1:City>, <st1:State>New Jersey</st1:State> <st1:PostalCode>07656</st1:PostalCode></st1:place>
-------------- Original message --------------
From: Scott Thibault tbone7467@yahoo.com
-- 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 hazar
d
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
&
gt; 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 3
| INDEX | Back to Main INDEX |
| PREVIOUS | Skip to PREVIOUS Message |
| NEXT | Skip to NEXT Message |
| LIST | Reply to LIST Regarding this Message |
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|
| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: DB <dbotel6500@rogers.com>
Bobby,
It might be prudent to try and attempt communication with a more
experienced repair shop. (i.e. one that may even have a C90 in their
possession!)
When I had my deck repaired, the shop that I sent my head unit to had a
few spare C90's in for quick swapping of chassis. You may have to
really look around for a reputable shop, as it looks like the one
you sent it to doesn't do quality work...If the shop you sent your head
unit to does not have compentent techs working for them, this will only
make things worse!
D
bobbybraun@comcast.net wrote:
>--> XDP4000X-List message posted by: bobbybraun@comcast.net
>
>Oh, and when I referenced speaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same building as the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear
demands and have just been trying to get them to fix the thing on their own...
I feel there is no higher up I can go for my situation, but if any of you have
other contacts at hand it may be helpful to myself and others out there if
you were to share this information.
>
>The office I contacted is:
>
>Manager of Customer Satisfaction
>Sony Electronics, 1 Sony Drive
>Mail Drop 138
>Park Ridge, New Jersey 07656
>
>-------------- Original message --------------
>From: Scott Thibault <tbone7467@yahoo.com>
>
>
>
>>--> XDP4000X-List message posted by: Scott Thibault
>>
>>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 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.
>>
>>
>>
>>
>
>Oh, and when I referencedspeaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same buildingas the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear demands
and have just been trying to get them to fix the thing on their own... I
feel there is no higher up I can go for my situation, but if any of you have other
contacts at hand it may be helpful to myself and others out there if you
were to share this information.
>
>The office I contacted is:
>
>
>Manager of Customer Satisfaction
>
>
>Sony Electronics, <st1:Street><st1:address>1 Sony Drive</st1:address></st1:Street>
>
>
>Mail Drop 138
>
>
><st1:place><st1:City>Park Ridge</st1:City>, <st1:State>New Jersey</st1:State>
<st1:PostalCode>07656</st1:PostalCode></st1:place>
>
>
>-------------- Original message --------------
>From: Scott Thibault tbone7467@yahoo.com
>
> -- 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 hazar
> d
> 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
>&
> gt; 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 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: DB <dbotel6500@rogers.com>
Funny you mentioned this experience, as I was in a bit of a pickle many
years ago, when I had an XPD-210 in my system, and eventually, sony
bought it back because of that inherent hissing noise.
I know the noise was inaudible during playback of music, but it annoyed
the hell out of me! How can something that is totally DIGITAL from the
headunit to the EQ emit a high-pitched hiss? Even when I had the
XDP-U50, I had none of this hiss, and they attempted to place blame on
the head unit.
I had to make up a few silent test tracks, and prove to them of the issue.
I was able to setup the system in their shop, and the tech had no choice
but to agree. Thru the head unit's RCA inputs, there was just dead
silence when the audio was cranked. But when played back thru the
XDP-210, the hiss was there. (I even proved that the hiss was there,
even when there was no inputs from the headunit!)
Sony bought my XDP-210 back. (I used the funds to pick up the XDP-4000)
Don't lose faith just yet. If anything, they should buy back your head
unit, and refund your warranty amount...
D
bobbybraun@comcast.net wrote:
>--> XDP4000X-List message posted by: bobbybraun@comcast.net
>
>Oh, and when I referenced speaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same building as the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear
demands and have just been trying to get them to fix the thing on their own...
I feel there is no higher up I can go for my situation, but if any of you have
other contacts at hand it may be helpful to myself and others out there if
you were to share this information.
>
>The office I contacted is:
>
>Manager of Customer Satisfaction
>Sony Electronics, 1 Sony Drive
>Mail Drop 138
>Park Ridge, New Jersey 07656
>
>-------------- Original message --------------
>From: Scott Thibault <tbone7467@yahoo.com>
>
>
>
>>--> XDP4000X-List message posted by: Scott Thibault
>>
>>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 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.
>>
>>
>>
>>
>
>Oh, and when I referencedspeaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same buildingas the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear demands
and have just been trying to get them to fix the thing on their own... I
feel there is no higher up I can go for my situation, but if any of you have other
contacts at hand it may be helpful to myself and others out there if you
were to share this information.
>
>The office I contacted is:
>
>
>Manager of Customer Satisfaction
>
>
>Sony Electronics, <st1:Street><st1:address>1 Sony Drive</st1:address></st1:Street>
>
>
>Mail Drop 138
>
>
><st1:place><st1:City>Park Ridge</st1:City>, <st1:State>New Jersey</st1:State>
<st1:PostalCode>07656</st1:PostalCode></st1:place>
>
>
>-------------- Original message --------------
>From: Scott Thibault tbone7467@yahoo.com
>
> -- 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 hazar
> d
> 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
>&
> gt; 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.
>
>
>
>
>
>
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| Subject: | Re: Wow, what an experience (Sony) |
--> XDP4000X-List message posted by: Scott Thibault <tbone7467@yahoo.com>
My repair shop was in larado texas
DB <dbotel6500@rogers.com> wrote: --> XDP4000X-List message posted by: DB
Bobby,
It might be prudent to try and attempt communication with a more
experienced repair shop. (i.e. one that may even have a C90 in their
possession!)
When I had my deck repaired, the shop that I sent my head unit to had a
few spare C90's in for quick swapping of chassis. You may have to
really look around for a reputable shop, as it looks like the one
you sent it to doesn't do quality work...If the shop you sent your head
unit to does not have compentent techs working for them, this will only
make things worse!
D
bobbybraun@comcast.net wrote:
>--> XDP4000X-List message posted by: bobbybraun@comcast.net
>
>Oh, and when I referenced speaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same building as the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear demands
and have just been trying to get them to fix the thing on their own...
I feel there is no higher up I can go for my situation, but if any of you have
other contacts at hand it may be helpful to myself and others out there if you
were to share this information.
>
>The office I contacted is:
>
>Manager of Customer Satisfaction
>Sony Electronics, 1 Sony Drive
>Mail Drop 138
>Park Ridge, New Jersey 07656
>
>-------------- Original message --------------
>From: Scott Thibault
>
>
>
>>--> XDP4000X-List message posted by: Scott Thibault
>>
>>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 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.
>>
>>
>>
>>
>
>Oh, and when I referencedspeaking to the manager of customer service in my previous
post, she was a manager who told me she works in the same buildingas the
office of the president of Sony America. I was contacted by her after I wrote
a letter and sent it to their main office. Unfortunately she is rather uninformed
and even a touch rude at times, but I have yet to make any real clear demands
and have just been trying to get them to fix the thing on their own... I
feel there is no higher up I can go for my situation, but if any of you have other
contacts at hand it may be helpful to myself and others out there if you
were to share this information.
>
>The office I contacted is:
>
>
>Manager of Customer Satisfaction
>
>
>Sony Electronics, 1 Sony Drive
>
>
>Mail Drop 138
>
>
>Park Ridge, New Jersey 07656
>
>
>-------------- Original message --------------
>From: Scott Thibault tbone7467@yahoo.com
>
> -- XDP4000X-List message posted by: Scott Thibault
>
> 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 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 hazar
> d
> 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
>&
> gt; 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.
>
>
>
>
>
>
---------------------------------
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