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Big trouble with Sony KP53XBR200
Posted by Barry Gane [IP: 206.47.244.29] on April 18, 1999 at 00:41:36 In Reply to: Big trouble with Sony KP53XBR200 posted by STeve Horn on April 17, 1999 at 20:34:03: Steve: The ironic thing is that when this set works, it works VERY well. The picture is fabulous with almost any program material -- even broadcast. Unfortunately, service must be a key specification on which everyone should place more emphasis. With respect to my incident, the dealer is very good. The customer service people at Sony have done what they can. Unfortunately, if there are not sufficient numbers of trained people, there isn't much you can do. I might have expected less if I lived in a small town, but I don't. I'm in Toronto, Canada. There are at least four companies that I am aware of, who service the set that I own. Unfortunately, none of them have shown me an ability to do quality work, or that they have been adequately trained on my set. I have purchased many components for my home theater from "out of state". Parts of it were mail ordered from Atlanta, Chicago, and Los Angeles. But I tried to avoid problems with the big stuff by buying it close to home. In this case, it didn't help. Mike makes an excellent point that a career in consumer electronics service has been subordinated by the vendors in favor of design. You, the customer, will vote your preference by making it expensive for these companies to pursue such a strategy. Here's how. If the thing doesn't work to your satisfaction, make an issue of it. Post a note on this forum. Call your dealer. Call Sony. Don't put up with a vertical green bar. Make them come to your house as many times as it takes to make them get it right. It may take some time, but the better companies will soon discover that it is either cheaper to ensure that the damn thing works right, out of the box, or they'd better have at least a few people in each jurisdiction who have a clue what they're doing, or it will cost them money. Put service on your list as a key specification. So tell me people -- what luck have you had with Thomson Consumer Electronics? JVC? Panasonic? Toshiba? Are they all in the same boat, or does someone stand out?
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