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Posted by thanatoid on 04/16/06 03:39
Here are slightly abbreviated copies of a letter I e-mailed
to Sony service and their responses:
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ME:
I bought two of your DVD players in the last few years, the
DVP-NS325, and the DVP-NS50P, in two different stores, an
"authorized dealer" and Costco.
In BOTH cases, the remotes, while beautifully designed and
NOT cheaply made like so many others, require MORE THAN ONE,
and often as many as THREE presses of any given button for
the machine to react. And it's not only a remote problem -
the buttons on the players are equally intermittently
responsive. Since, for instance, the same button opens and
closes the tray, it can be EXTREMELY annoying, as I'm sure
you can imagine. When trying to skip back or forward between
chapters or tracks, it can drive you crazy.
I can't possibly be the only person to have had this happen
to with two different machines bought about 2 (or 3) years
apart.
Maybe you simply ship bad batches to third world countries.
Of course, I know you won't admit it even if you do. No
manufacturer would, but most of them do it.
The problem is I can not simply accept that both remotes and
both units would behave in such an irritating manner. What is
happening to this company? You used to be a standard by which
ALL others were measured, and now it's all going downhill
like everything else.
If you have ANY comments on my IDENTICAL problem with these
BOTH units, I would appreciate hearing from you. Exchanges
and/or repairs are NOT acceptable. In this country, if
something breaks down, you have to accept it and either do
without or get a new machine. In any case, I believe it is
simply bad manufacturing. I just want you to admit it, or
provide another acceptable explanation.
Membrane switches are a particularly good example of cheap
technology used by everyone - which is unfortunately garbage.
One would expect of >>>SONY<<< to be a notable exception and
use simply "touch-sensitive" buttons which do not have any
mechanical or moving parts. They're not expensive either.
PLEASE DO NOT forward this letter to my local Sony. I do NOT
wish to have anything to do with them. I just happen to be
here at this time. I want YOU to tell me why your products
are misbehaving as they are.
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SONY:
Your Question has been Submitted
The reference number for your question is (XXXX).
You should receive a response by email from our support
department within the next business day.
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SONY:
Recently you requested personal assistance from our on-line
support center. Below is a summary of your request and our
response. We will assume your issue has been resolved if we
do not hear from you within 24 hours. Thank you for allowing
us to be of service to you.
Response
Thank you for contacting Sony Style Customer Care.
I apologize for the issues you are experiencing and regret
that I am unable to assist you in this matter. For
assistance, please contact Sony Technical Support at
1-800-222-7669
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ME:
I received a reply, thank you.
I wrote back saying the phone number provided in the answer
was NG to me since to call it from the monopoly-controlled
country where I happen to live at the moment would cost me
$2/minute and asked for an email contact for the same people.
That question does not appear on my history page so maybe you
never received it.
I did receive a "service eval" link but it leads to a page
which says Submit Answer with two buttons and no place to
submit any comments.
Anyway, you can read my thread. Please provide an email link
to someone who can resolve or at least discuss the problem I
am experiencing.
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SONY:
Response 04/07/2006 10:19 AM
Dear Sony Style Customer,
Thank you for contacting Sony Direct Customer Care.
In regards to the issues, I apologize about all
inconveniences. I see that a previous representative advised
you to address this with Sony Technical Support Team. That is
the most appropriate department to refer you to. I cannot
assist you as I do not handle purchases made outside of Sony
Style (which is an online dealer). Please understand that we
would like to offer you some assistance; however, you must,
first, address the problem with the correct individuals. You
may call 800-222-7669 for possible options/suggestions.
If you would rather address this via e-mail, please submit
this informaiton to
http://esupport.sony.com/EN/feedback/feedback.html.
Thanks for choosing Sony Style!
==========
[So, obediently, I e-mailed my problem to the address above,
and got an auto-responder reply.]
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SONY:
Thank you for contacting Sony Online Support.
To assist you as quickly as possible we are providing you
with the following support information. These topics resolve
the majority of the DVD Player/Changer inquiries sent to our
email department. However, if after reviewing the
information, your request has not been resolved, simply reply
to this letter and your specific request will be answered in
the order it was received.
I. How should I connect the DVD to get the best possible
picture?
II. What Video Recording Formats does my DVD player
support?
III. My DVD player shows a "C:13/NO DISC" or "INSERT
DISC" error.
IV. Service/Repair Information
V. How to obtain Missing or Replacement Parts or Accessories
VI. How do I contact Customer Relations?
VII. Where to find online manuals
<SNIP>
VI. How do I contact Customer Relations?
We apologize for any difficulties you are experiencing with
your SONY product(s). Unfortunately, the SONY E-mail
correspondence department is not involved in the resolution
of Customer Service issues. All customer service issues are
handled by telephone only. Please contact the SONY Customer
Information Services Center for assistance. They may be
reached at the following:
Phone: (800) 222-7669
Mon - Fri: 8:00 a.m. - 9:45 p.m. (EST)
Sat & Sun: 10:30 a.m. - 7:00 p.m. (EST)
NOTE: Contact with one of our customer service
representatives is not a promise or guarantee of favorable
resolution, but only a point of contact with the correct
division of SONY for these issues. We provide this
contact information as a courtesy only. No warranty
policy alteration or promise of support is
expressed or implied.
<SNIP>
Thank you for the opportunity to be of assistance.
Your Sony Email Response Team
CCKA
==========
Sigh...
Like everyone, I have used dozens of remotes over the years,
and while some of them were just crap (the Sony ones have
always been REALLY nice), they either worked forever or
crapped out after three months. This click-two-or-more-times
thing is driving me nuts. AND like I said, it's the *same
thing* with the player buttons on BOTH machines.
Has anyone had this problem or am I just CURSED?
Thanks for your time and sorry this was so long.
t.
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