189 replies to this topic

[bbar]

GSpot, on Dec 9 2011, 04:47 PM, said:

I think y'all may be losing some focus here. Your contract is with the retailer that sold your the PJ. So it doesn't matter if the distributer or the repairer or anyone else is changing hands, or closed for Xmas, or whatever. Assuming that the retailer is still in business, take it back to them. They are the ones that have the legal obligation to make all the arrangements. Bothering JVC themselves or the repairer is just mudding the waters and bringing in too many people into the argument. Take it back to the retailer with a copy of the statutory law.

Does that include forum members  

[blybo]

GSpot, on Dec 9 2011, 04:47 PM, said:

I think y'all may be losing some focus here. Your contract is with the retailer that sold your the PJ. So it doesn't matter if the distributer or the repairer or anyone else is changing hands, or closed for Xmas, or whatever. Assuming that the retailer is still in business, take it back to them. They are the ones that have the legal obligation to make all the arrangements. Bothering JVC themselves or the repairer is just mudding the waters and bringing in too many people into the argument. Take it back to the retailer with a copy of the statutory law.

And often you are told it's quicker to deal directly with the service centre/distributor... sometimes to handball the problem but sometimes because it's the truth. It does matter that distribution is changing in the real world, your rights remain unchanged with the retailer but lead times and service/responsibilities get muddy the closer you get to hand over.

In my pram issue the distributor changed the way I can use it, not the retailer, so I'm taking the distributor to VCAT.

Edited by blybo, 09 December 2011 - 03:56 PM.

[scottrichardson]

The handover to the new distributor/support company is happening end of next week I think - so it's pretty awful timing for all this to happen

I am trying to contact the place I got it from - who was a friend who's family runs an AV store. I got a good deal with them and I am sure they will be able to help.

Scottie

[GSpot]

bbar, on Dec 9 2011, 01:52 PM, said:

Does that include forum members  

aah ya lost me there. Was that re mudding the waters, or did I write something uncool?  

blybo, on Dec 9 2011, 01:55 PM, said:

And often you are told it's quicker to deal directly with the service centre/distributor... sometimes to handball the problem but sometimes because it's the truth. It does matter that distribution is changing in the real world, your rights remain unchanged with the retailer but lead times and service/responsibilities get muddy the closer you get to hand over.

The original issue seemed to be whether the OP paid a "look at" fee or not, which depended on who was going to look at it, ie new owners of JVC support or old ones. My point was, take it to the retailer and let them sort it out. Don't get invloved anymore than you want to. Sure, if it's easier to go direct to the repairer, then do that if you want. But dealing with them directly seemed to be the issue. The retailer will suggest you deal with it of course, as it's less hassle for them. But it appears that the hassle is being transferred to the OP because of the issue of changing hands. The fact that it's Xmas is not relevant to the issue with the change of ownership, meaning that you'd probably have to wait until the new year anyway. The issue was the "look at" fee which depended on whether the OP waits til the new year and risk dealing with a support'service agent that is less than supportive. My point is that it's not relevant who owns JVC support/service. Leave it up to the retailer to deal with. And BTW, the OP said that the service agent is 4 hours away.

[scottrichardson]

Hi guys, thought I would update you on this.

I ended up waiting until after Christmas before doing anything with my HD950. I called up the new JVC Support (Kenwood Electronics) where I was told that I should call the local JVC Repair guy, and have them look at it. So that was good, in that I didn't need to take it 300km to drop it off in Sydney.

So I left it with our local repair guy.

It has now been 5 weeks. Apparently the repair guy has not been able to even find out a price to replace the faulty parts. He's just been getting the runaround, or no reply at all. I have also tried calling Kenwood Support only to go through to message bank. I have left multiple messages but no reply.

I am basically about to call Fair Trading to find out what I can do.

Any tips?

[ajm]

Start writing some letters to follow up the phone calls. Give the supplier of the parts 'reasonable' time to respond with a fix (or a reasonable excuse why it can't).

I'd suggest 10 working days is probably reasonable but it's up to you.

Also include a copy to the retailer - let them know that if it's not sorted within your timeframe you'll have the matter listed at the small claims tribunal.  If you're in Victoria, it's VCAT.  Their website has plenty of info on what you need to do and what info you need to include

If you don't get it sorted in your time frame then start a dispute with the retailer and the distributor at the tribunal.

Cross your fingers and wait.

[scottrichardson]

OK another update - finally some GOOD news. I eventually got through to JVC/Kenwood after dialling the admin extension. She put me through to a very helpful guy from the communications team. He was aware of the faults in these models, and acknowledged that on a case by case basis, they were replacing the defective projectors with brand new X70R's.

Today I got a call from the local repair guys who confirmed that this is what is happening for me. So my HD950 is being replaced with a brand new X70R. Going from previous top of the line model to current 2nd tier model, but I understand their reasoning, given that the X90R is now $2000 more than what the HD950 retailed for, and that even the X70R is better specced than my old unit.

They apologised for the very slow responses, and admitted it was due to their transition from JVC to Kenwood, and in the process had inherited a large amount of unfinished work from the previous support team.

The guy at Kenwood said that it may still take a few weeks for things to happen, but at least now I know what's going on. And the end result is pretty good. Very happy.

Scott

[bbar]

scottrichardson, on 17 February 2012 - 05:22 PM, said:

OK another update - finally some GOOD news. I eventually got through to JVC/Kenwood after dialling the admin extension. She put me through to a very helpful guy from the communications team. He was aware of the faults in these models, and acknowledged that on a case by case basis, they were replacing the defective projectors with brand new X70R's.

Today I got a call from the local repair guys who confirmed that this is what is happening for me. So my HD950 is being replaced with a brand new X70R. Going from previous top of the line model to current 2nd tier model, but I understand their reasoning, given that the X90R is now $2000 more than what the HD950 retailed for, and that even the X70R is better specced than my old unit.

They apologised for the very slow responses, and admitted it was due to their transition from JVC to Kenwood, and in the process had inherited a large amount of unfinished work from the previous support team.

The guy at Kenwood said that it may still take a few weeks for things to happen, but at least now I know what's going on. And the end result is pretty good. Very happy.

Scott

Great news and you have done well.  Agree the X70 is not a step down from the 950 as I see the X90 as a step up from the 950.

[ajm]

Excellent result mate

[scottrichardson]

Yeah definitely relieved and happy. I imagine the X70R may be a slight improvement in 2D over my 950, probably a tad brighter too with the higher lumens. I am wondering wether it will fit the mount that I have for my 950? Does anyone know if the mounting holes are in the same positions?

[MarkTecher]

scottrichardson, on 17 February 2012 - 07:03 PM, said:

I am wondering wether it will fit the mount that I have for my 950? Does anyone know if the mounting holes are in the same positions?

No they are not.  However if your mount has adjustable legs, then you should be able to reposition them easily.

[mmu16]

All i can say is "SCORE!!!!"

[scottrichardson]

OK folks.. well it's not all Rosy and positive yet... It's now been over 2 months (9 weeks) without a projector. Every phone call I make to JVC is the same process.. They ask me where it is now, and who I sent it to for repair/check. I am getting the full runaround. If I do not have a definitive answer by midday today I am going to Fair Trading and trying to get my money back.

JVC were meant to have sent a courier to pick up the unit many weeks ago and have failed to do so.

[scottrichardson]

OK so I have been on the phone to JVC today. They still had not done anything. During the call I said I was no longer happy and would be taking it to dept. fair trading. They asked me to put my issue in writing and email it to them. I have just done it, with my requests for having the issue resolved (replacement). If nothing is done by COB today, it will be Fair Trading.

TBC.....

[ken s]

Well Scott , you've turned me off ever buying a JVC ...it's a shame as they're a good product normally, me l went the Epson 9000 , and so far it's been great.....jvc would probably do a bit better blacks , but otherwise it's really good.

l see your enquiring over at the epson thread , it's a hard call mate , though Epson do back they'rs products well , l also tend to like Sony as l've owned one and also you rarely see complaints about them as well, if you get the chance have a demo of the Epson and see if you like it..it'll definitly satisfy your lumen cravings

Edited by ken s, 16 March 2012 - 12:39 PM.

[scottrichardson]

Cheers ken. Yeah 2000+ lumens would definitely beam some decent light to my 130" screen. Unlike my 950 which barely got there.

It is a real shame with jvc. I hold out hope still that it can be resolved quickly and replaced without fair trading being involved. Fingers crossed.

Going to call them again in an hour to see how my letter was received.

[Chopsus]

I wonder if JVC have the slightest clue how many potential customers have been scared off by the poor quality control of their projectors, followed by their non-existent customer service?

[bbar]

scottrichardson, on 16 March 2012 - 12:56 PM, said:

Cheers ken. Yeah 2000+ lumens would definitely beam some decent light to my 130" screen. Unlike my 950 which barely got there.

It is a real shame with jvc. I hold out hope still that it can be resolved quickly and replaced without fair trading being involved. Fingers crossed.

Going to call them again in an hour to see how my letter was received.

Definitely not good customer service. Did they advise you in writing a month ago that they would exchange for an X70 as that would be good to have for Office of fair trading!

If not do you have the chaps name at JVC/Kenwood who said they would be replacing your PJ with the X70?

Edited by bbar, 16 March 2012 - 05:50 PM.

[Htpc-online]

Chopsus, on 16 March 2012 - 02:14 PM, said:

I wonder if JVC have the slightest clue how many potential customers have been scared off by the poor quality control of their projectors, followed by their non-existent customer service?

Well it has definitely turned me off JVC

[:)]

Htpc-online, on 16 March 2012 - 06:54 PM, said:

Well it has definitely turned me off JVC

was one of probably main reasons with the previous range for me that was turn off. on other hand I look at it as par for the course with pjs now days. its still a great pj, and I think that is the main attraction. and if jvc uped the warranty to 3 years would give people a bit more confidence I think. maybe with the next model....

[Owen]

Its either put up with the small chance that a JVC will be more failure prone than a competing brand or put up with the 100% certainty of vastly inferior contrast performance from those competing products.
If performance is a priority the choice is obvious and easy.

I would be very surprised if JVC dont come to the party with at very least a subsidized repair or replacement given the price paid for the 950, and considering the upheaval of the change to a new distributor problems and delays over this period are probably to be expected, as unfortunate and distressing as this surely is.

[ajm]

Vastly? Oh boy Owen, will you never learn the difference between your opinion and a fact?

As far as the topic is concerned, to the OP as I mentioned earlier in the thread, Fair Trading is a waste of your time (IMO ). I would start the process of a claim in the small claims tribunal in your State & email JVC a copy of your application. And make sure you keep a diary of every call, email or letter you send or receive.

[scottrichardson]

Thanks AJM. I have had good results with Fair Trading in the past when I had a problem with an Apple computer - similar situation of a product in for repair for over 4 months..

But I will take a look into my small claims tribunal here in NSW if things don't look any prettier on Monday.

Last I heard from JVC, my letter had been received and passed on to the manager.

[Owen]

ajm, on 17 March 2012 - 11:25 AM, said:

Vastly? Oh boy Owen, will you never learn the difference between your opinion and a fact?

What would you call an a measured native contrast advantage of between 5 and 10 times the nearest competitor? That's vast in my book.
A dynamic iris with low native contrast is no substitute for high native contrast and the JCV's are only just good enough IMHO, anything less is a non starter.