I actually got called back. I'm going to give this gentleman a thumb's up for that. He didn't give me a repair authorization #, instead he gave me yet another phone # to call. It is now official. I have to send my defective dvd player to St. Charles, Illinois. I never did get that RA# which, according to Denon's web site is so important. For those of you who will need any work done, here is some info for you as I have been told. The Denon factory service center in NJ doesn't actually do any work. It exists for swapping, not fixing. What a run around.