Best and Worst customer service?

Best: Martin Logan, Madrigal, Krell, and Faroudja. Martin Logan not only has supported panel replacements on my unit (not free--but very reasonable), they have even given me some engineering help for modifications. I really can't say enough about the personal attention and help I've gotten every time I've called. My calls are returned very promptly and I've always been helped. I do understand ML's postion on drop shipping. It can create real problems with dealers, and mail order and deep discounters. It's too bad that some have felt cheated on this policy--but it is a business decision that one has to make and stick to. I'm not in the audio business--medical in fact--and it's true there too. When you make these kinds of policies there are a few individuals that suffer from it--but overall the company and it's dealer realtionships thrive. I know when you are that individual it doesn't really seam that way--even your dealer wants to help you--but it's the protection of the other dealers that's at stake. ML is against mail order and deep discounts (they only allow 10%). Their interest is in protecting the dealer--not hurting the customer.

Madrigal, Krell, and Faroudja have also given me excellent customer service. Quick turnaround time and personalized service. It's much appreciated--and it keeps the customer coming back.

Worst: I didn't know Sony had a customer service department--I thought it was just a phone system.

Djjd, I'm not trying to discredit you. It's clear you had a very bad experience. My comment about mail order is to protect the dealer in your new location--not the one that you are doing business with--that's why they wouldn't drop ship to you. I really do understand your point and frustration, but I also understand MLs policy and why they do what they do. As to the $350 charge--if they said they would pay it, and you have documentation that backs that up (when and who you spoke to that promised to pay the $350 shipping charge)--then keep calling them and write them--but I'm not sure it's Gayle Sanders that will deal with a shipping charge. I would also advise that you get your dealer involved in helping you resolve this. They buy a lot more than 2 pairs of speakers from ML and have a lot more clout--and if they are a good dealer they should support you on this.

As I stated in the previous post my dealings with ML have been excellent. In no way do I want to discredit what has happened to you. That's why we have these forums--so we can see the variation in what has happened--but I did want to share my positive experience and my experience in distribution and drop shipping (in an entirely different field) and let others know there are some serious business issues surrounding that. I do hope ML makes good on any promises to you.

After e-mail Sony 3 times--asking the same question, with responses from Sony, but none of which answered the question this is what I finally got from them: (my last question to them is at the bottom of the post)

Thank you for contacting SONY.

You have reached the SONY Customer Information Services Center. We are responsible for providing technical support for SONY audio and video equipment. The information you request is beyond the scope of what we are able to provide.

Thank you for the opportunity to be of assistance.

The SONY Internet Group
Customer Information Services Center
CU55

Original Message Follows:
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Okay, according to the instruction manual it will play VCD, but there are a variety of formats within the VCD realm. There is the basic VCD format,which is pretty horrible and I seriously doubt that with the power of the Sony 9000ES it would be limited to that. There are XVCD formats which are
VCD formats with a higher bit rate, but still MPEG1 encoding. There are SVCD formats which are very high bit rate--up to DVD rates and use MPEG2 encoding. However, in order for a system to recognize a disc appropriately the format, bit rate, and frame size must be encoded properly (including the correct audio bit rate). I have software that is nearly infinitely flexible--but that leads to my original 2nd question:

"2. I need specific formats (including the combinations that will play back, resolution, bit rate, audio bit rate, are all important). I'm trying to make the best quality possible."

You still haven't even attempted to answer my first question which is what brand of CD-R and CD-RW will play in the Sony:

"1. I need specific brands of CD-R and CD-RW that work with the 9000ES."

I have tried CompUSA (CD-R), Samsung(CD-R and CD-RW), and Memorex (CD-R and CD-RW). None of these worked. The Sony did recognize the Memorex CD-RW and the number of tracks--but could not play it. On the other hand, I'm having
very good luck with my Pioneer players at playing all of these media brands (but my Pioneer players are very limited in terms of VCD formats--they only play the basic VCD format--which is why I am desperately trying to get this
to work on the Sony).

Lastly, it might interest you that Sony's reputation for customer service is among the worst in all of the audio and video forums. I hope that this time you will read these questions completely and answer them completely. I
would think that a relatively high end DVD player (with superb video performance I might add) would deserve a little better customer service.