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Topic:
Sony Support for DVP-CX995V
This thread has 9 replies. Displaying all posts.
Post 1 made on Monday February 13, 2006 at 10:08
ran007
Lurking Member
Joined:
Posts:
February 2006
1
Hey All,

I want to post this chat session that I just had with Sony support. This is about a HUGE problem that the DVP-CX995V 400 Disc DVD player has. The problem is that the disc information people spend hours typing in sometimes dissapears if the player is unplugged or when you are playing a DVD and you hit the eject button (this is what happened to me).

This guy I chatted with supposedly had never heard of this and doesn't have any docs to support my problem (that everone else has too). I feel he knows there's a problem with the player because he wouldn't tell me if he would buy one for himself. Also, notice that he mentions that it can happen when there is a power surge. Then later, he mentions that he has no documentation about the issue.

If you have this problem I URGE YOU to go to [Link: esupport.sony.com] to log an issue with sony and report it. PLEASE!!!

Here is the chat session that I had (WHICH WAS NO HELP AT ALL):

user Randall has entered room

analyst Wallace_ has entered room

Wallace_> Hi Randall. Welcome to Sony Online Support.

Randall> hello

Wallace_> I'm Wallace. Please allow me a brief moment to review your question.

Randall> thanks

Wallace_> Randall, can you please tell me how the titles got disappeared.

Randall> After watching a movie, I hit the Eject button on the player. The player took about 5 minutes to eject. After the DVD ejected, I went back to the explorer and all titles were erased.

Wallace_> Please stay online while I check this information for you.

Randall> thanks

Randall> I lost about 350 dvd titles. I do not want to retype this information.

Wallace_> I can understand your concern regarding the loss of the DVD title.

Wallace_> Do you have any disc information in the unit?

Randall> All of the disc information that I typed in (350 DVD's and 50 CD's) was lost.

Wallace_> I am sorry to hear that you have lost the information.

Wallace_> I suggest that you enter the Disc information once again to the unit.

Randall> This is the 3rd time this happend.

Randall> why should I try again?

Randall> Is there a fix for this?

Wallace_> I suggest that you connect the unit to a different wall outlet.

Wallace_> This can occur due to a power surge.

Randall> I have a UPS connected to this. I've never lost power to the unit.

Randall> I would like an incident number for this support issue.

Wallace_> I am sorry. We do not have a reference number for the chat session.

Randall> Is there a fix for this problem? I have discovered that virtually every DVP-CX995 owner has had this problem through online forums.

Wallace_> As this issue requires extensive troubleshooting, I suggest that you contact our Hotline Team at 1-800-222-7669 or 1-888-772-7669.

Wallace_> They are available from Mon-Fri 9:00AM-10:00PM / Sat-Sun 10:30AM-7:15PM.

Randall> Would you buy a product like this if it can't remember the information you would spend hours and hours typing?

Wallace_> We are not aware of any issues with the Sony DVPCX995V.

Randall> Would you buy a product like this if it can't remember the information you would spend hours and hours typing?


Wallace_> I am truly sorry for the inconvenience caused.

Wallace_> We do conform to high quality standards, this is unusual.

Wallace_> I suggest that you contact our Home Video Hotline Team.

Randall> Would you buy a product like this if it can't remember the information you would spend hours and hours typing?


Randall> hello?

Wallace_> Yes, I am online.

Randall> Would you buy a product like this if it can't remember the information you would spend hours and hours typing?


Wallace_> I will go for the unit as we have a good review about it.

Randall> Would you buy a product like this if it can't remember the information you would spend hours and hours typing?


Randall> This is why I bought the product, because it had a good review, but I would like to know your opinion.

Wallace_> I am sorry. I am not authorized to reveal my personal opinion and information.

Randall> People that review products truly don't own them and experience real issues like everyone else.

Randall> I am sorry too for continuing to purchase Sony products.

Randall> If you can't reveal your opinion, can you be truthfull and tell me that you have seen documentation about this problem before?

Wallace_> I understand your concern; it is unusual for a customer to experience the challenges that you have faced.

Wallace_> I understand how you feel and apologize for the inconvenience caused.

Randall> Have you seen documentation about this problem before?



Wallace_> I do understand your concern. Frankly Randall, I feel bad about not being able to assist you.

Randall> Can you have someone contact me about this issue?

Wallace_> I have not received any similar issues about the Sony DVPCX995V.

Randall> Well let me be the first documented case.

Wallace_> Yes, that is right.

Wallace_> Shall I forward a link where you will be able to send an email to our support team?

Randall> yes please

Wallace_> You feed back about the unit will be escalated to the concerned department.

Randall> I am waiting for the link.

Wallace_> Sure, I will forward a link where you will be able to send an email.

Wallace_> [Link: esupport.sony.com]

Wallace_> When you receive the link please click on it to open the page and let me know if you are able to view it.

Randall> Yes, I was able to view it.

Wallace_> Customer input and response is invaluable in the continued support and development of our products.

Wallace_> We want you to know that we appreciate your feedback.

Randall> Thank You.

Wallace_> I suggest that you send an email from the link I have send about this issue.
Post 2 made on Wednesday February 15, 2006 at 10:13
Lowpro
Select Member
Joined:
Posts:
March 2004
1,993
Sorry to hear of your problems with both the Sony DVP-CX995V changer and Sony support. I am not a bit suprised. The problem you are having is not uncommon unfortunately. It can happen with the other Sony changers as well, namely the 985V, and 777ES. Losing disc information is one of the long standing issues with these changers. This will not be fixed with the current changers on the market, so I would not waste your time with Sony support.

The best thing you can do for yourself is to stop using the Disc Explorer interface. At the very least use an Excel spreadsheet to document what slot each disc resides in. Another alternative is to use an application called DVD Profiler. This is what I use to manage my DVD collection. As I add each disc to my DVD Profile it is assigned a collection ID. I then load said disc into my changer according to it's assigned collection ID's.

DVD Changer 01 (Slots 001-400) = DVD Profiler Collection ID's (0001-0400)
DVD Changer 02 (Slots 001-400) = DVD Profiler Collection ID's (0401-0800)
DVD Changer 03 (Slots 001-400) = DVD Profiler Collection ID's (0801-1200)
DVD Changer 04 (Slots 001-400) = DVD Profiler Collection ID's (1201-1600)


With the DVD Profiler application you can quickly order your entire DVD collection by Title or by Collection ID. You can also print out reports as simple or as elaborate as you want in case you would like to flip through a book for instance choosing a title versus having to use the DVD Profiler application. You can also apply filters to your collection displaying all movies under a given genre for instance, or displaying all movies which contain a certain actor or actress. It's a great program! I could not live without it.

If you do end up entering your collection in DVD Profiler there are several DVD management solutions out there which will allow you to import your DVD Profile. The couple I can think of right off hand are below.

1) DVDLobby by Cinemar.

Your Sony DVP-CX995V changer does not have a RS-232 port. As such you will need to go the IR route with DVDLobby. This means that in addition to a HTPC you will also need a USB-UIRT and Girder. I use both these to control my HTPC via my TSU7000. Works great!

2) DMX-3000 by tripleBsoftware.

This solution requires a MX-3000 remote control. The support thread here at RC for the DMX-3000 software can be found here.

I have my own DVD management solution as well for use with the ProntoNG line of remotes. (TSU3000, 3500, 7000, or 7500) If you happen to own one of these remotes it's as simple as downloading my configuration file, making any of the needed adjustments on the setup page under my DVD changer device/s, importing DVD cover images at 72x100, then linking each to the proper slot number. While this is a manual process it is certainly not rocket science. If you would like to learn more go here.

Last edited by Lowpro on November 16, 2007 21:30.
LP Related Links:
View my profile to access various
links to key posts and downloads.
Post 3 made on Saturday March 4, 2006 at 17:12
gfxstar
Long Time Member
Joined:
Posts:
March 2006
18
You must be pissed after losing that time you put into this changer.

The Logitech Harmony 880 tamed this issue for me. In short, the remote supports the ability to load your DVD's via a DVD listing you import to the remote. Very much like the Pronto but without the pics.

At this point I'm not to concerned about this issue and am pretty satified with my purchase.

Here's my write up in another thread. [Link: remotecentral.com].
"Even a broken clock is right 2x a day." Just limit yourself to 2 timely answers a day... I already exceeded my quota.
Post 4 made on Tuesday March 21, 2006 at 22:49
tjkahuna
Lurking Member
Joined:
Posts:
March 2006
3
I purchased the 995 in Jan '06. While I've enjoyed the picture quality from the HDMI, the Disc Explorer has been a nightmare. Now I'm seeing the problem of disappearing titles and Sony offers little help.

I've since discovered this discussion group. The contributions here are helpful but I'm unwilling to spend $$$ on a remote to fix Sony's product problems. I'll watch this forum to see if anyone gets a good response from Sony that corrects the problem. If I get one I'll post it.
"The time has come," the Walrus said,
"To talk of many things:
Of shoes--and ships--and sealing-wax-- Of cabbages--and kings-- And why the sea is boiling hot-- And whether pigs have wings."
Post 5 made on Thursday March 23, 2006 at 15:42
wjjz106
Long Time Member
Joined:
Posts:
September 2005
268
On March 21, 2006 at 22:49, tjkahuna said...
I purchased the 995 in Jan '06. While I've enjoyed
the picture quality from the HDMI, the Disc Explorer
has been a nightmare. Now I'm seeing the problem
of disappearing titles and Sony offers little
help.


I've since discovered this discussion group.
The contributions here are helpful but I'm unwilling
to spend $$$ on a remote to fix Sony's product
problems. I'll watch this forum to see if anyone
gets a good response from Sony that corrects the
problem. If I get one I'll post it.

tjkahuna -

There's a better chance that the price of gas would drop under a dollar then Sony providing a fix :-).



DVD 12 Step Member
[Link: invelos.com]
Post 6 made on Thursday March 23, 2006 at 19:07
tjkahuna
Lurking Member
Joined:
Posts:
March 2006
3
Unfortunately your comment was was all too true...see the response below:

The disc information you have edited in the Disc Explorer display will be cancelled when the disc is removed. When you insert the disc again, you need to re-input the disc information. This is normal operation.

Based on the information you have provided, we suggest that you reset the DVD player and check the operation. To reset, disconnect the power cord for a short period of time, then reconnect the power cord and power on the unit.

Unfortunately, if after the unit has been reset, and you still experience the difficulties, your unit will require service.

I asked if Sony would exchange the unit for something that works and if email could laugh, their response would have. Sigh...guess I'll need to explore some of the options here ($$$) or trash the beast.
"The time has come," the Walrus said,
"To talk of many things:
Of shoes--and ships--and sealing-wax-- Of cabbages--and kings-- And why the sea is boiling hot-- And whether pigs have wings."
Post 7 made on Thursday March 23, 2006 at 21:48
wjjz106
Long Time Member
Joined:
Posts:
September 2005
268
On March 23, 2006 at 19:07, tjkahuna said...
Sigh...guess I'll need to explore
some of the options here ($$$) or trash the beast.

tjkahuna -

Don't fret. I have never use the Disc Explorer feature. There are many alternatives out there to choose from. Starting with a simple spreadsheet and working your way up.

I catalog my DVD Collection using InterVocative Software, DVD Profiler. It's inexpensive (under $30). In fact, I believe they offer a free version. You can check it out if you like at:

www.intervocative.com

Here's a couple of posts describing other options as well:

[Link: remotecentral.com]

[Link: remotecentral.com]

I went the way of buying a remote and use a combination of Daniel Tonk's and lowpro's PCF to control my 2 Sony DVD players. In my humble opinion, the PCF's are brilliant and the most affordable way to go.

If you decide to trash your player, let me know, and I'll go garbage picking the night before :-).

Good luck.





DVD 12 Step Member
[Link: invelos.com]
Post 8 made on Thursday March 23, 2006 at 23:28
gfxstar
Long Time Member
Joined:
Posts:
March 2006
18
I've since discovered this discussion group.
The contributions here are helpful but I'm unwilling
to spend $$$ on a remote to fix Sony's product
problems. I'll watch this forum to see if anyone
gets a good response from Sony that corrects the
problem. If I get one I'll post it.

May I ask what are you using for a remote today? Multiple remotes perhaps?

My harmony is the one remote to rule then all (my multiple AV equipment remotes that is).

I use a spreadsheet and the Harmony 880's DVD listing. The DVD listing automatically loads the disc.

Like I said before this is not an issue for me. I hope you are able to resolve your issue.

Cheers!
"Even a broken clock is right 2x a day." Just limit yourself to 2 timely answers a day... I already exceeded my quota.
Post 9 made on Saturday March 25, 2006 at 10:06
tjkahuna
Lurking Member
Joined:
Posts:
March 2006
3
Thanks to all who have responded. I've downloaded and tried the free version of DVD Profiler and it looks fairly complete and useful. Rather than using Excel (too much like the office!) I think I'll give it a whirl and look into a "smart" remote (the Harmony looks interesting) so that I can retire my remote control "collection".

wjjz106...I'll let you know if you need to go "dumpster diving". :-)
"The time has come," the Walrus said,
"To talk of many things:
Of shoes--and ships--and sealing-wax-- Of cabbages--and kings-- And why the sea is boiling hot-- And whether pigs have wings."
Post 10 made on Wednesday November 7, 2007 at 20:54
John Markee
Lurking Member
Joined:
Posts:
November 2007
1
I have had the same problem after entering 300 DVD titles. Also send the e-mail to Sony regarding the problem. Will be interesting to see if admit any problems or respond.

John Markee


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