[slinkelist] Word about Big companies "Customer Relations"

[Michael Holopainen]

I have Sony Wide screen LCD projector tv (kv-37W)

and it broke (one of the 3 primary color panels died = green picture)
(under guarantee): 
1. I had to wait 3 weeks for a part to arrive from japan (taiwan or
whatever)
2. After a month I got it back, I switched it on and after 5 minutes
there was a laud bang and picture went dead.
   - The lamp exploded
3. I got new lamp in 4 day, coz I went to the service office myself (4-6
hours trip)
4. I installed the lamp myself, and noticed that the picture was still
slightly greenish.
5. it went to the service again I waited 3 weeks and got it back, now
the picture was slightly violet.
6. At this point the service started to dance me around "It was good
enough when it left here", "WE did SOOO much work on it, we did this,
and this .. " (it's not my problem), "You have to contact Sony, we wash
our hand from it" 
and the local Sony representative was conveniently of business trip
abroad for a week. 
When he got back, he didn't return my calls for another week.
7. At that point I was planning of driving a car full of explosive
through their front door. And contacted consumer officials.
8. The next day a angel wearing Sony overalls rang by door bell, and sat
on the couch and took out a remote controller 
and 30 minutes later it was fixed.

He put tv into the service state and suddenly there was hundreds of
previously hidden menus that allowed to adjust everything you can't even
imagine about colors and then some. 

He was A pro, unlike those F***king idiots at the repair company, from
which local sony buys their repair service.
Those wankers at repair service told me "there is now way to adjust the
color in this model" so they changes twice all the panels & insides of
the tv. (well, atleast I got fresh lamp & color panels)

so for someone who cries about getting refund and "losing" money for
selling accessories, coz can't wait week to get the equipment fixed. 

I wasn't even offered compensations, or refund, and that is a standard
policy.

Not to mention the lost time on my part & money, having to leave work
early to accommodate their work hours. 
Not to mention sleepless night in unsertainty wether or not they will do
the "right thing", or dodge their responsibilities.


retail value of that tv here in finland is 30 000 to 35 000FIM which
divided by current rate 5.603... is about 6 250USD.
(I did got it for 2/3 of that and consider it good deal so please, don't
tell me "todd's radio shag in florida sell them for 800usd", 
if I'bought from US It would double the cost with shipping & TAXES and
with practically no quarantee)
So for that money I expected sertain level of quality & service. = Half
of what nirvis has provided for me would have been more that enough. 

So in light of that I think that Nirvis has handeled that reclamation
fairly;
"Yes, it was our fault. We'll fix it as soon as POSSIBLE, or would you
like your money back"

You call that "bad" service. 
  
I just wonder where do you get better service ?
With microsoft ?

- BAAAahahahahaa !


few more notes :
clip from infamous Tresy Kilbourne email 
"They send the units out without testing them (even
      though they are apparently first-run), discover the problem
independently
      from me but wait until my inquiry before acknowledging it, then
tell me to
      wait over a week until their engineer comes back from vacation,
and all they
	can say is, "sorry for any inconvenience."

I'm not planning right of buying dxs at this moment (I will later, when
I get better amp etc.) so I haven't followed too closely dxs news, but
even I know they are "first run" kind of pre-release for the impatien
ones. 

I know this BECAUSE nirvis told so when they annoused they are accepting
advence orders.
In words like "we try to get flash roms in time for the first patch, so
possible bugs if first patch can be fixed with upgrade that will be
provided at no extra charge"     

I thought that everyone who made advence order knew that they were first
ever patch of DXS and were familiar with the murphy's law.
AND were old (slinke) customers and knew that they could count on nirvis
to fix all the those possible bugs AND provide fix / upgrade 
FREE or at least at the small cost of the parts (not taking profit for
it). Like with Slinke. I feel Nirvis is committed to the development of
their products. AND they provide their customers way to directly profit
from that progress by providing upgrades rather that putting out a new
model of the same equipment every year, like most companies.  
like the cdp-cx350 is way too sensitive to external movement, cd play
jumps when I close stereo racks glass door. Do you think sony will
provide uppgrade, rather than putting out a new model next year that
will be advertisised "more reliable", "better". 
Yeah, dxs is expensive, but take minute to think how much it'll cost to
manufacture it ever for just parts. 
I'dd get dxs with all goodies with price of one ordinary halogen lamp of
sony projector (it's parts don't cost in taiwan more than 5 dollars if
even that and another 5 for labor & transport). 

michael (A)