In April 2006, while stationed overseas on a military post I purchased a JVC dvd recorder for $229.99. By Nov 2006 it was acting up really bad and we weren't able to make it through dvd's without the dvd recorder resetting or getting frozen while resetting. I contacted JVC and these are the emails that transpired:
My initial email:
Sent: Friday, November 24, 2006 2:28 PM
To: customerrelation
Subject: Operation
Name: ______________
email: _____________________
Address: CMR ___ Box _____ City: APO State: NY Zip: _____
Phone: (___) ___-____
Model: DRM 100
Date of Purchase: 2006-04-15
The Product type is: DVD
The inquiry type is: Operation
E-Mail Body: While watching most dvd''s my dvd player will flash the word RESET across the front panel. Sometimes it will turn off automatically others we have to crawl behind the shrunk to get to the plug in to unplug it because it will not turn off. We are currently stationed overseas. Please advise as to why it does this and what we can do to correct it.Thank you.
Their reply:
"S____, ___" <______@jvc.com> wrote:
Dear ______, Thank you for contacting JVC Customer Care. I understand you areinquiring about abnormal characterstics affecting your unit. We, at theJVC companies, regret the difficulties you have experienced with yourJVC product, as well as any inconveniences those difficulties may havecaused you. Go ahead and try to reset your unit by unplugging it fromthe power outlet for a couple of minutes. If this doesn't work you willneed to get your unit serviced as this would be tied with an internalproblem rather than a problem with the settings. Here is a link thatwill help you find the nearest service center to you:http://www.jvc.com/ascsearch/mqlocator.exe?link=indexPlease feel free to email us back for further questions or support aboutyour JVC Product. _____S_____JVC Customer Care Center E-Mail SpecialistMcallen TX 78503 ______@jvc.com
My response:
Date: Thu, 30 Nov 2006 07:44:47 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: RE: Operation
To: "S____, " _______@jvc.com
Mr. _____,
I appreciate your response. Unfortunately, as my previous email stated we are currently stationed overseas and will not be back to the states until around March 08. Is there anything we can do in the meantime to correct this problem. Sometimes the only way to reset the dvd recorder is to unplug it as it will not allow us to turn it off. This has not stopped or corrected the problem except temporarily. Please advise what my options are as I am overseas and did not find a service center near my zipcode.
Thank you in advance for your assistance.
No response from them so second attempt:
Date: Thu, 4 Jan 2007 12:46:11 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: Fwd: RE: Operation
To: ______@jvc.com
2nd request. please advise and respond to items in emailNote: forwarded message attached.
__________________________________________________Do You Yahoo!?Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com
No response from them so third attempt:
From:
Sent: Saturday, January 20, 2007 3:31 PM
To: S_____,
Subject: Fwd: RE: Operation
3rd request - please respond to items in this email. This is happening every single time I use the dvd player and it is getting really upsetting. I need to know what to do!
Note: forwarded message attached.
Finally a response:
Dear Ms _____,
Thank you for contacting JVC Customer Care. Before I begin, please accept my apologies for the amount of time it has taken us to reply to your email inquiry. I assure you we’ve taken every viable measure to increase staff support to offset the high volume of correspondence.
Until you get back or ship your unit to a friend or relative to act on your behalf, this requires a pro evaluation and perhaps, repair. Meantime, there isn’t a temporary fix for this.
Please feel free to email us back for further questions or support about your JVC Product.
Sincerely,
_____ S_____
JVC Customer Care Center
E-Mail Specialist
Mcallen TX 78503
_______@jvc.com
My response:
Date:
Mon, 22 Jan 2007 06:16:27 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: RE: RE: Operation
To: "S______, " _____@jvc.com
If I wait until I return to the states it will still be repaired at no cost to me even if it is after 1 year from the purchase date?
Their response:
ear Mr/Miss _______,
Thank you for contacting JVC Customer Care. Before I begin, please accept my apologies for the amount of time it has taken us to reply to your email inquiry. I assure you we’ve taken every viable measure to increase staff support to offset the high volume of correspondence.
I apologize for the inconvenience you've had with your unit. Other than unplugging it, there are no quick fixes for this. Please be aware, if a unit is purchased in the US . The warranty, as stated, our limited warranty at time of purchase, is not valid outside of the United States . US JVC is restricted in assisting with repairs made outside of the United States as these service networks govern their own policies regarding warranty service.
Since US JVC is unable to send parts or repairs outside of the US , possibly if you have a friend or relative in the US , you may ship the unit to them to act on your behalf. They may obtain names of authorized centers by dialing 1-800-858-6442 within the US .
Please feel free to email us back for further questions or support about your JVC Product.
Sincerely,
____ S_____
JVC Customer Care Center
E-Mail Specialist
Mcallen TX 78503
______@jvc.com
My response:
Date:
Fri, 26 Jan 2007 09:59:38 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: RE: RE: Operation
To: "S______, " ______@jvc.com
Once I get back to the states (March 08) will it be able to be fixed at no cost to me because the problem happened prior to the one year mark and it was sold on US territory?
No response from them so sent another email:
Date:
Tue, 6 Feb 2007 12:10:51 -0800 (PST)
From: View Contact Details Add Mobile Alert
Subject: Fwd: RE: RE: Operation
To: ______@jvc.com
I would really like to get this issue resolved ASAP. I have been working on it since Nov 24th, 2006 and it is now almost 3 months later and I still don't have a concrete answer. Here are the details for the 4th time.
We are currently stationed overseas until March 2008. I purchased the DVD recorder almost a year ago at a US military installation store and am having problems with it resetting on almost every dvd I play. There is not an authorized service center near relatives/friends in the states, so mailing it to them is out of the question. Please answer these questions directly and completely.
1) Can I send the dvd recorder to an authorized service center in the states for repair? If so please provide details.
2) If I can not send it to a service center in the states, will it still be covered (at no cost to me) when we return to the states in March 2008 even if it was after the year warranty? If it is not covered after that time frame, what is the solution to fixing this issue?
Please respond asap and also forward this to a customer service manager so that i can have a contact to deal with directly as it is almost impossible to get a timely response and this is a time sensitive issue.
Note: forwarded message attached.
Their response (February 6, 2007) :
Dear Mr/Ms _______, Thank you for contacting JVC Customer Care. Our factory service center does not ship overseas, I apologize. If you return to the states in 2008 the warranty cannot be honored. It would be best to have some one in the states to act on your behalf. Please feel free to email us back for further questions or support about your JVC Product. Sincerely, ___ S_____ JVC Customer Care Center E-Mail SpecialistMcallen TX 78503 _____@jvc.com
** Luckily I was able to get it repaired through the PX. At least I hope that now that I have it back for the 3rd time that it actually works. Just got it back 2 weeks ago. Repaired???.....Verdict still out as we wait and see.
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