Hello all,
I am asking for advice on how to hand a situation regarding the repair of my DVD player. I think the best way to start the explanation is with the letter I submitted with the player five weeks ago:
Sept 30, 2006
Dear B&M Store,
SUBJECT: CONTINUAL FAILURE OF INTEGRA DPC-7.5
This letter is in reference to my Integra DPC-7.5 6-disc DVD changer (SN -------), purchased November 13 2004. This unit is a “B-stock” unit that carries a 2-year warranty.
Several months ago, this DVD changer started exhibiting frequent “freezes” when playing random DVD discs. It was first brought in for service on June 24, 2006 and was repaired by replacing the pick-up laser unit (wait time: 1 week). The player worked satisfactorily for approximately three weeks and then the same “freezing” symptoms reappeared.
The DPC-7.5 was then returned for a second service and was repaired by replacing the laser unit (again) and the drive motor mechanism (wait time: 3 weeks). Once again, the player worked properly for several weeks.
Approximately one week ago, the DPC-7.5 froze on two separate occasions, with two different DVD discs. Both discs were not smudged or marked in any way. This morning I attempted to play a brand-new DVD and the DPC-7.5 exhibited two new issues:
The first is that upon hitting [PLAY] in the DVD menu the player freezes immediately. Stopping the player and restarting does activate this DVD.
The second issue is the appearance of the letter “T” in the bottom middle of the screen upon playing this DVD. I was not able to make the letter “T” disappear even when changing DVD’s. Powering the unit off and then on again did work to remove the letter “T”.
Due to all of the above problems, and continual hassles with constantly bringing this unit in for service, I would like final resolution to the problem. This resolution can occur in several ways:
Actually fixing the DPC-7.5 and an extension of the original 2-year warranty for an additional year (expiring on Nov 13, 2007)
Replacing the DPC-7.5 (SN -------) with a new “B-stock” replacement unit, that carries the normal 2-year warranty
Accepting a return of the subject DPC-7.5 (SN -------) and issuance of store credit for the full-purchase price ($---.--).
Please realize that I do not fault B&M Store in any way for the problems that I have experienced, and I have always enjoyed exceptional service by B&M Store for more than 10-years. Please feel free to contact me at (xxx-xxx-xxxx – home; or xxx-xxx-xxxx – work) to discuss this matter.
Best regards,
Wednesday of last week I still had not heard a thing from the B&M store, so I called about the repair. The store manager told me that the player had been repaired for a “jitter issue” and a “cap was replaced”. Hopefully it would be back at the store by the weekend. Well, once again I heard nothing for the rest of last week, so this afternoon (Monday) I called the store and asked about the DVD player. I was told that it just arrived today and was not yet unpacked.
After work today, I stopped by the store to pick up the player and on the outside of the box was a large orange sticker that said “NOT REPAIRED”. I immediately asked what was done to the player and the paperwork inside stated that the repair facility could not replicate the issue(s), all system checked out within acceptable parameters, and that the software was the cause.
Well, I was a bit upset (understatement) because I do not see why it took 5 weeks for the repair center to NOT fix anything. This just blows my mind.
Secondarily, the 2-year warranty expires next Tues so I’m almost out of warranty. I was told by the sales rep “It’s not any kind of conspiracy if that’s what you’re thinking.”
So I told the sales rep that I’m not accepting the unit and that I wanted better resolution to the situation. He recommended that I speak with the store manager or the owner (one of whom is supposed to call me tomorrow).
Any ideas on how to handle this situation?
Thanks.
