DVD-Audiobahn

Posted by Al (A) on March 29, 2004 at 12:28:57

In Reply to: Pioneer DV-563A problems; What Pioneer's customer service rep says posted by rstamberg@earthlink.net on March 29, 2004 at 10:20:14:

I just got off the phone with Pioneer Service too (and it took three reps before we got done) - but let me tell you about my experience and how it can help you.

I explained to the first rep that there was a problem with the 563a and certain DVD-A titles. I also told her that I understood that thanks to a discussion mentioned online by the authors of the disc and Pioneer that they were working on a solution. I then explained to her that I wanted to register the problem with her so that once a solution was found I could be on the list for a fix.

Of course that confused her (since it didn't follow the script she was supposes to stick to) and I told her no problem, just pass me on to someone else who I could explain the problem to.

A supervisor (I presume) came on and sounded a bit tired, but quickly understood what I wanted to do - but she didn't have a complaint number so I had to go back into a queue to get one.

Apparently the last person I spoke to understood from the supervisor what I wanted to do, took all my information and I spent a few moments clarifying for him the efforts the Universal person and Pioneer were making to fix the situation from what had been kindly posted here. I also mentioned to him that since some of the titles were quite popular, such as Steely Dan and Neil Young, they probably would be getting quite a few calls on this subject.

While it can reasonably be argued that Pioneer doesn't care because their reps could be better up to date - with the proper patience and keeping in mind that all you want to do is register with them so you can be on the list for a fix - it should get you through the process faster. People usually want to help, and an occasional "Thank You" heard back from you during the process helps smooth things along quite a bit.

Hopefully this is of help. Again the Pioneer customer service number is 800-421-1404 and make sure you have your serial number, model number, date of manufacture and the date of purchase/dealer (or if it was a gift) info handy to make the call go quicker.