SONY STR-DE995B A/V Receiver for Home Theater Sound

Rating:
Summary: After 7 years SONY has lost my business
Review: After less than one year, this "Home theater" receiver deteriorated into an overpriced stereo receiver. For your amusement, I attached the letter I sent to SONY of America's CEO.

Mr. Howard Stringer,

I am writing to inform you that your company has just lost my business. Over the years I have purchased many products from Sony and its subsidiaries, including a SONY Walkman, a Car Discman, 3 stereo receivers, a CD/DVD 5 disc changer, a WEGA TV, a PlayStation and its software, and DVDs and CDs distributed by SONY and its subsidiaries Columbia and Epic.

With the recent purchase of the SONY STR-DE995 receiver, I experienced audio problems 9 months from the date of purchase. The chronology of action taken is outlined below.

In an email, I wrote:
"Audio problem - When Dolby/dts (or any surround format) is selected a rhythmic, chirping noise is sounded through the center and rear speakers (currently have 5.1 setup). The noise is amplified as the volume increases. There is no recognizable noise when the receiver is in stereo
mode (since the surround speakers are not enabled). I've tried the following connections: RCA analog, Digital Coaxial, and Digital optical. The receiver is stored in an entertainment center, and is connected to a SonicBlue ReplayTV DVR and Sony DVP-NC655P (both devices have the same sound output problem). The audio problem began about 2 weeks ago. No devices/cables/wires have been added or removed leading up to the problem. I've had no other problems with this device."

Follow-up email from customer service stated the problem would need to be serviced. My reply:
"The service offered is very unsatisfactory. I treat and have treated all my electronic devices in excellent condition, and this product was purchased less than a year ago (09/26/2003). The recommendation was to have it serviced. Since the closest Sony Service Center is over 2 hours away and the closest authorized center is 45 min away, I'd have to mail it to one of
the centers. Figuring 2 business days to and from the center and about 3-5 days to be serviced (if it can be repaired at all); that would leave me without a receiver for at least 2 weeks. With the many years doing business with Sony, I expect its receiver to be fully operational for many years, not just 9 months. Also, the out of pocket expenses that would be charged at my expense to get the receiver to one of the service centers is not acceptable.

I take a great deal of time researching the best products for the resources I have available to me; when I decide to purchase that product I not only expect the product to be exceptional, but the service as well. Therefore, since the product is under warranty, I want the STR-DE995 replaced with a new one, and I will ship the "problem" receiver to Sony at its expense."


A 2nd follow-up email was sent stating customer service would need to be phoned. When I spoke with a rep this morning, he stated SONY's policy would not be able to honor my request as stated in the above email. When no progress had been made I requested to speak to the manager. He said he was the manager. I reiterated my request to speak to his supervisor. He then transferred me to a rep named Luke. He basically mimicked what the precious rep had told me; insisting policy must be adhered to. I continued the conversation stating, I expect perfection in the products I buy and the service that comes with that product. He replied that SONY equipment is constructed by humans and mistakes will be made. With that said, am I to believe that now and in the future I can expect less than perfect products from SONY? Even if my receiver is serviced, what's to guarantee there will be no other underlying problems? He didn't have the knowledge to answer my questions; instead he repeated the warranty policy. I went on to say, if SONY will not compensate me with a new receiver and pay for shipping costs, it will lose my business and will recommend to my friends and family to do the same. He told me I shouldn't base this decision on emotion, and tried to explain to me how businesses worked. I cut his rhetoric short by restating my position. He offered to fill out a service request. I said, you have lost my business and be sure to pass the message onto your supervisor.

With the end of the conversation, the SONY Car Discman that I've been using at my workplace for the past 6 years went right in the garbage. I will not advertise SONY or any of its subsidiaries. I will not purchase any SONY product and encourage my friends and family to do the same. I will not buy advertising that supports the Spider-Man franchise or Columbia/Tri-Star films, nor those products advertised on Wheel of Fortune and Jeopardy!. Finally, until I have the resources, I will be replacing all my SONY products with non-affiliated brands.