- Average user rating: 3.0 stars out of 10 reviews Back to product review
- My rating: 0 stars
Full user review
-
4 out of 4 people found this review helpful
0.5 stars
"Was good while it worked"
Pros: Easy to setup and use
Cons: Reliability
Summary: This unit was great while it worked, but after about a month the digital display broke and that was where the real problems began: dealing with Sony.
I've been trying to get this fixed and have wasted countless hours on the phone. I began by bringing the unit to a Sony recommended repair place, Electronic Design and Service in Glendale, CA. They tried repeatedly to fix it and couldn't and then recommended a replacement because the final part they wanted to try to repair the unit was on back order. Sony did not respond, so I had to get involved and called Sony. Even though one of Sony's own Techs recommended replacing he unit, Sony said they would have to call back within 3 days and never did. I had to call back, and some guy named John in the Tech department said that the part was no longer on back order and wanted to send it to EDS (So John seemingly overruled the tech guy who wanted to replace the unit). EDS got the part and it still couldn't fix the problem. Again, they emailed Sony asking for a replacement. Sony did not respond. I called Sony again, and they said they would check into and call me back in three days. They never did. Today, I called again. Now, John tells me they will respond within two days.
Each time I've had to call, I've had to go through three call transfers. Sony has done a terrible job communicating with me, its own internal departments, and EDS. Whoever John is in the Tech. Department, he should be fired. Sony does not stand behind its product, it cares very little about honoring it own warranty, and about providing for its customers.
I would recommend that nobody buy this product unless you have a pact with God and are damn sure nothing will go wrong with it.
- 4 replies to this review
-
Well, I've had this unit for nearly a year now & it has worked GREAT for me! I run My Panasonic 58" Plasma, Xbox 360 Elite, Samsung Blu-Ray & my desktop PC all through this unit using my 7.1 in-wall surround sound. It runs everything perfectly. My suggestion to you, and the other readers of this comment would be to reach into your pocket and spend just a few dollars for an extended warranty plan. Every piece of equipment I've stated is under warranty for 4+ years through SquareTrade and for a very nominal fee. There is no need for a "pact with God" just a little planning ahead and less crying when "bad things happen". Just my two cents. :)
-
I agree with this review. So far the Sony rep for reliability is so much fluff. The experience I have had with getting this receiver repair leads me to think there is a fundamental engineering problem with the design that can not be "repaired".
-
Thank you so much for sharing your story. I was going to get this unit with a new Sony LCD 1080p this week at frys. I guess not anymore, im a type of person that loves to spend my money with a company that have a excellent customer service. I would expect a company like Sony to back up their warranty and a professional and timely matter. I customer should never have to do any call backs when covered under warranty and us as a consumer, we dont have time to wait, we want to enjoy the product we paid to buy.
Just as a example, I have a westinghouse 42' 1080p LCD TV a year into having the TV the bulb burn out and i was out of my manufacture warranty. But i called them anyways to get some help. They are so professional, they had a company come to my house a repair my TV for FREE within 4 days after the call and didnt have to pay anything to anyone. Thats what you call a company that backs up their product in our out of a customer warranty.
My money is going back to westinghouse!!! -
Thanks for sharing your experience. I was completely sold on this unit until now. I hate poor customer service. Sony may have lost a customer now.
Sony STR-DG820:
