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.