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Official Sony BD Mega-Changer Thread: BDP-CX7000ES & BDP-CX960 - Page 100

post #2971 of 3313
Quote:
Originally Posted by simonpaw View Post

Same problem here with the 7000ES and Ghost Protocol. Tried to play the disc a few times, as in your case it just shut the machine down when trying to load the disc. Disc plays fine in the Oppo.

I loaded Ghost Protocol into my 7000ES last week with no issues at all.

Chris
post #2972 of 3313
Quote:
Originally Posted by Nitro67 View Post

I am a bit confused on My movies post of OS X http://www.mymovies.dk/products/my-m...-mac-os-x.aspx Perhaps you can run through parallels.

Only the Collection Management (CM) application for My Movies is available on OS X and unlike the Windows 7 version of CM, the version for OS X only offers the equivelant of "DVD Profiler" basically if you are familiar with that application. From the CM application you then have the ability to export that data to your iPhone/iPad via iTunes for use with the My Movies Pro iPhone/iPad applications. That is the extent of the My Movies product for OS X. On Windows 7 the CM application also provides the backend for the My Movies for Windows Media Center product. Within My Movies for Windows Media Center you are able to browse your collection, then selecting and playing a given title whether that be an online title (rip) or offline title (disc residing in a supported BD/DVD changer) and again, so long as Windows Media Center is actively running you are also able to use the My Movies Pro iPhone/iPad applications instead to browse your collection, then selecting and playing a given title. Keep in mind as well that the given title does not actually play on the iPhone/iPad. If it's an online title it will still play on the HTPC running Windows Media Center. It it's an offline title residing in a supported BD/DVD changer it will play from the changer of course.
post #2973 of 3313
Quote:
Originally Posted by Carmen270 View Post

How fast is it to boot?
How slow to load a disc from tray spin to play?
Does it load the last disc watched when turning it back on?
Thanks.

My 7000ES takes 28 seconds to boot the player. it shuts down about 1 minute and 6 seconds after hitting load for Ghost Protocol. It does not load any disk when turning back on
post #2974 of 3313
The last disc watched is still loaded when the changer powers on. Playback does not start automatically however. Once the changer is fully powered on and at the home screen the last disc watched will be what is highlighted in the XMB. Simply hitting the OK button on the remote will start playback of the disc.
post #2975 of 3313
Quote:
Originally Posted by ddingle View Post

Sony has a fix for the "invalid disc" issue. Our problems with the 7000es units have been resolved. Fifteen of them in our client's home are working nicely without any indication of invalid discs

So you sent them to the repair center in Texas? I am considering doing this as the problem seems to be increasing.
post #2976 of 3313
Well my BDP-CX7000Es is on it's way to Texas for the disk load "fix" . Will post results when I get it back in a week or 10 days.
Makes me happy I have a couple of backup players ...
post #2977 of 3313
Just heard back from Sony on this. Had the invalid disk issue and they have had it for 5 weeks now. Apparently they don't have any replacement parts for it so they are offering a refund.. WTF? Has anyone else had this response?


I'm really unhappy with this, so I'm now thinking I should be building a media server and just rip the blu-rays. Any thoughts on that?

Scott
post #2978 of 3313
If you have a 7000es, consider one of the third party applications that takes this issue out of play. If you have a 960 you are kind of stuck. The problem with burning BDs is the cost due to the space requirements and of course it may be illegal. Burning media such as DVDs may become illegal, based on Kaleidescape's recent legal reversals, and they can only burn BDs legally because the BD is housed within their system and the burned copy can not play without the original BD remaining within their system. Even that could be challenged.

Hopefully you have a 7000es, because you have a couple options.
post #2979 of 3313
^^

I just sent my 7000es in for service to Texas for the Invalid Disc issue.

My player worked fine for a few weeks, then started not playing one Blu-Ray Disc one day without loading it / unloading it a few times, then progressively got worse and worse with more and more discs and finally to the point where it would not play ANY Blu-Ray at all, no matter how many times I tried.

Dvd's and CD's played fine, but NO BLU-RAY.

So it became an organized holding machine for all my Blu-Ray discs for over a month, as I didn't do anything with it for awhile.

Then, based on some recent activity in this thread from members stating they recently sent their units in for repair and Sony had replaced the Blu-Ray drive with the same model/part number used for the S-360 (I believe) I decided to act, since apparently people have had recent success.

My player was just received by Sony yesterday, so I haven't heard anything yet, but the two posts directly above this one concern me.

First, "FIVE WEEKS?" CAN'T FIX?? REFUND?? = UNACCEPTABLE!!! I wonder WHY they can't fix yours when others have posted that they've received repaired units in the last five weeks?? This doesn't make sense.

I have been so happy the last few days because I thought I'd finally be getting my 7000es back and couldn't wait to start watching movies again as I have a dedicated theater and all the equipment/discs are in the basement/another room, so it is very inconvenient to put one disc in at a time.

Someone stated they just had 15 units repaired. I'm SURE they were using a 3rd party control program.

Noah, I hate to disagree with you, but the problem has been verified by others (Someone somewhere in this thread several months back did some real testing and verified that the drive wasn't working right by actually opening up a unit and watching what it would and wouldn't do, but I cannot find the post right now) and while in some cases for some people using a 3rd party controller may work, it doesn't fix the Invalid Disc problem for everyone.

I personally have used Cinemar (trial, both while my 7000 still worked and as it was getting worse and until it finally quit) and MyMovies for WMC. I decided on MyMovies as it was easier for me to figure out, set up, and I like the way it functions better.

I NEVER used the built-in browser/control on the 7000 (XMB??) unless I was troubleshooting or trying manually to get a disc to play by unloading/loading it (opening/closing door) and/or clicking "load disc" several times as for awhile, eventually, this method would play a Blu-Ray disc.

So.... To sum up, other people have recently gotten repaired units. They actually offered me an advanced replacement, but I opted to send mine for repair as I read here that the fix was a NEW/DIFFERENT Blu-Ray drive, used on another model, and said model has no reported errors or issues in playing Blu-Ray discs (widely reported, at least) and accepting another refurbished unit would most likely have the original drive, so I'd most likely experience the same problem down the road as it appears "MOST" (ok, at least a LOT) of people eventually have the Invalid Disc problem.

So my thinking was, I'd like to only have to be without it once, and since there are several people reporting success in getting it repaired recently, now's the time.

I sure hope ScottGreig's experience is not the same thing I can expect to happen. Also, I again don't understand why they said they couldn't fix it but offered a refund instead of a replacement, as again, they offered me a replacement (advanced at that) BEFORE I asked them to fix mine for the reasons stated above.

Noah, please don't think I'm trying to be argumentative, but from my own experience and from reading before about this problem, on this thread, and what was happening with the previous user's unit who originally diagnosed the problem and from my own personal experience, the 3rd part control has NOTHING to do with the Invalid Disc issue.

I just don't want people to be confused. I believe the Invalid Disc issue is strictly a hardware (specifically, the optical drive) issue.

Thanks,

--J
post #2980 of 3313
I was also having two other issues and put this on the notes I sent with the player.

The first (other than the main Invalid Disc error, of course) was that MOST of my Blu-Ray (didn't look closely at DVD's and CD's, but this reminds me to do just that) discs were purchased, opened, and inserted directly in the player, very carefully, only being handled that one time.

Both when I first started having the Invalid Disc error (before finding/reading this thread) thinking I may have inserted it backwards or had a scratched/damaged disc, and more recently when I removed all 400 discs (it was full) to pack and send the unit for repair, I noticed every single Blu-Ray disc (some worse than others) had TONS of scuff marks all over and MOST (but not all) discs had a vertical/diagonal scratch in about the same area, about the same size (about 2.5" or so) that must have come from the player, for reasons described above. (I never handled the discs!)

Also, and I must say this has happened much less frequently, but still is worth noting, sometimes when a disc is being put back in its slot to select and load another (by the player) the player is just "off" a bit and tries to stick it in the slot directly preceding or proceeding the correct slot and jams it against another disc already in the previous slot or slot after the correct one, as again, the player was full. This made an awful sound, sometimes caused the door to not want to open, and scratched/warped the discs further.

Has anyone else noticed either of these two issues?

I really hope my player is able to be fixed, and up until I read the post above I thought for sure I'd have my 7000es back next week or the week after and have been very excited, but now I'm very nervous. frown.gif

Thanks for listening, everyone wink.gif

--J
post #2981 of 3313
Quote:
Originally Posted by jevansoh View Post

^^
Noah, I hate to disagree with you, but the problem has been verified by others (Someone somewhere in this thread several months back did some real testing and verified that the drive wasn't working right by actually opening up a unit and watching what it would and wouldn't do, but I cannot find the post right now) and while in some cases for some people using a 3rd party controller may work, it doesn't fix the Invalid Disc problem for everyone.
I personally have used Cinemar (trial, both while my 7000 still worked and as it was getting worse and until it finally quit) and MyMovies for WMC. I just don't want people to be confused. I believe the Invalid Disc issue is strictly a hardware (specifically, the optical drive) issue.
Thanks,
--J

Jevansoh,

I regret the bad advice I gave. Since you have tried the third party route and it did not work for you then you must be correct. As far as I can tell those who have posted in the past including myself ( I own 2 of these units) that have identified themselves as using one of the 3 third party options do not appear to have any of these problems, which I interpreted as the units inability to identify the disc. This appeared to be irrelevant when the third party application issued instructions for the player to simply play the disc. Perhaps though in retrospect, maybe we just got lucky and purchased units that did not have these problems to begin with. I have been using Cinemar since the day I bought my first 7000es and have not attempted to create these errors; I have just been 100% free of all the problems mentioned in this thread. I will note that I purchased my 2 units from two different sources, one being an open box unit from a Sony outlet store several states away and one through Cinemar, but maybe I got lucky twice.

So based on your experiences, perhaps these third party options do not eliminate this invalid disc problem for anyone, or maybe it is more than one issue, correcting for some and not for others. Your experience of having the problem and the third party solution not solving it certainly trumps my experience of 2 units working problem free since maybe they are just problem free units to begin with. It may be a good idea for people to try one of these third party options to see if it addresses their issue but I will withdraw my advice that it is a panacea for every 7000es ill. Thanks for fixin my thinkin.

With the recent legal reversal against burring DVDs, see: http://www.kaleidescape.com/news/pr/PR-20120312-Ruling-Against-Consumers.php I am not sure burning media is a legal long term solution however. Maybe for those with these problems and sending their units to repair maybe they can provide the hardware fix documented in this thread as their repairman may not know this part from the other Sony unit can be used in some instances to address this issue.

Best of luck.
post #2982 of 3313
Quote:
Originally Posted by jevansoh View Post

^^
I just sent my 7000es in for service to Texas for the Invalid Disc issue.
My player worked fine for a few weeks, then started not playing one Blu-Ray Disc one day without loading it / unloading it a few times, then progressively got worse and worse with more and more discs and finally to the point where it would not play ANY Blu-Ray at all, no matter how many times I tried.
Dvd's and CD's played fine, but NO BLU-RAY.
So it became an organized holding machine for all my Blu-Ray discs for over a month, as I didn't do anything with it for awhile.
Then, based on some recent activity in this thread from members stating they recently sent their units in for repair and Sony had replaced the Blu-Ray drive with the same model/part number used for the S-360 (I believe) I decided to act, since apparently people have had recent success.
My player was just received by Sony yesterday, so I haven't heard anything yet, but the two posts directly above this one concern me.
First, "FIVE WEEKS?" CAN'T FIX?? REFUND?? = UNACCEPTABLE!!! I wonder WHY they can't fix yours when others have posted that they've received repaired units in the last five weeks?? This doesn't make sense.
I have been so happy the last few days because I thought I'd finally be getting my 7000es back and couldn't wait to start watching movies again as I have a dedicated theater and all the equipment/discs are in the basement/another room, so it is very inconvenient to put one disc in at a time.
Someone stated they just had 15 units repaired. I'm SURE they were using a 3rd party control program.
Noah, I hate to disagree with you, but the problem has been verified by others (Someone somewhere in this thread several months back did some real testing and verified that the drive wasn't working right by actually opening up a unit and watching what it would and wouldn't do, but I cannot find the post right now) and while in some cases for some people using a 3rd party controller may work, it doesn't fix the Invalid Disc problem for everyone.
I personally have used Cinemar (trial, both while my 7000 still worked and as it was getting worse and until it finally quit) and MyMovies for WMC. I decided on MyMovies as it was easier for me to figure out, set up, and I like the way it functions better.
I NEVER used the built-in browser/control on the 7000 (XMB??) unless I was troubleshooting or trying manually to get a disc to play by unloading/loading it (opening/closing door) and/or clicking "load disc" several times as for awhile, eventually, this method would play a Blu-Ray disc.
So.... To sum up, other people have recently gotten repaired units. They actually offered me an advanced replacement, but I opted to send mine for repair as I read here that the fix was a NEW/DIFFERENT Blu-Ray drive, used on another model, and said model has no reported errors or issues in playing Blu-Ray discs (widely reported, at least) and accepting another refurbished unit would most likely have the original drive, so I'd most likely experience the same problem down the road as it appears "MOST" (ok, at least a LOT) of people eventually have the Invalid Disc problem.
So my thinking was, I'd like to only have to be without it once, and since there are several people reporting success in getting it repaired recently, now's the time.
I sure hope ScottGreig's experience is not the same thing I can expect to happen. Also, I again don't understand why they said they couldn't fix it but offered a refund instead of a replacement, as again, they offered me a replacement (advanced at that) BEFORE I asked them to fix mine for the reasons stated above.
Noah, please don't think I'm trying to be argumentative, but from my own experience and from reading before about this problem, on this thread, and what was happening with the previous user's unit who originally diagnosed the problem and from my own personal experience, the 3rd part control has NOTHING to do with the Invalid Disc issue.
I just don't want people to be confused. I believe the Invalid Disc issue is strictly a hardware (specifically, the optical drive) issue.
Thanks,
--J

Thanks for the nice summation of the current status. My unit should be at Sony on Monday. I too hope that the unit can be repaired as when it worked (more often than not) it was all I needed. In the past Sony tech support has been weak. I'm hoping for better this time as at least I'm armed with a potential "fix". Let's report the results and compare notes. smile.gif
post #2983 of 3313
I bought my player though a Home theature installer company. I Had a quick call from the tech there that was handling the return. Apparently it was his boss that talked to sony, so I will be talking to him on Monday to find out exactly what their response was. I have found Sony's reponse to this "invalid disk" issue very upsetting. It took three hours and 4 online techs before they would even acknowledge that there was an issue to begin with. When they finally agreed to to issue a repair ticket, they still wouldn't acknowledge that this is a known issue. I have been buying high end sony products for 20 years now and they have lost a customer.
post #2984 of 3313
you might want to try a disc cleaner or lens cleaner prior to sending it in for a service...

while I've yet to see anything on my sony 370, I've had occaisonal read errors on my 5-disc player...

the only time i've had issue with lockup where disc will not play is when th ruddy disc itself was either dirty, water maked or not properly within the confines in the tray..

though the case of lockup malfunction can be caused through a disc not being authored correctly and causes shutdiwn.


i've seen this happen my onkyo 704 and sony 5-disc dvd player, bd playres are no different in this respect each player will have differing or similarity in caused effects of the actual disc..
post #2985 of 3313
Quote:
Originally Posted by ScottGreig View Post

Just heard back from Sony on this. Had the invalid disk issue and they have had it for 5 weeks now. Apparently they don't have any replacement parts for it so they are offering a refund.. WTF? Has anyone else had this response?
I'm really unhappy with this, so I'm now thinking I should be building a media server and just rip the blu-rays. Any thoughts on that?
Scott

That is really odd because if you look back a few pages I reported the corrective part # and it only took less than a couple week turn around.
post #2986 of 3313
Quote:
Originally Posted by krichter1 View Post

Quote:
Originally Posted by ScottGreig View Post

Just heard back from Sony on this. Had the invalid disk issue and they have had it for 5 weeks now. Apparently they don't have any replacement parts for it so they are offering a refund.. WTF? Has anyone else had this response?
I'm really unhappy with this, so I'm now thinking I should be building a media server and just rip the blu-rays. Any thoughts on that?
Scott

That is really odd because if you look back a few pages I reported the corrective part # and it only took less than a couple week turn around.

It's because of your info and detailed post with the part number / description of part that was replaced and good experience/turn around time that I finally decided it was time to send it in for repair.

The Invalid Disc problem has been so very widely reported for so very long, yet until the last few weeks, I've never heard of anyone actually getting the problem "fixed" so I thought there was no fix.

Then you mentioned you got yours fixed and another user, around the same time, in the last few weeks, mentioned he had 15 of them fixed.

I taped a typed/printed note to the top of my changer when I sent it in for repair that detailed both the problem and, thanks to you, the item/part description and part number reported to be the fix, in case I got a tech that was unfamiliar with either the problem and/or the available fix for it.

I hope that helps me out.

I must admit I'm so very concerned now because five weeks with no resolution and getting a "refund" isn't an option for me.

It is very cost prohibitive for a Blu-Ray Server, the size mine would have to be (and continuously growing, of course) and as I'm sure you're aware, there simply is no other product from no other company that offers the convenience this device does.

One thing I don't understand though, in ScottGreig's case, is why they didn't simply offer to exchange his unit? As a business owner myself, I never would want to refund someone's money, as not only would I surely lose them as a customer and be obviously admitting to defeat in being able to service/repair my own product, but it is much cheaper to simply replace a product that cannot be repaired.

In my case, Sony offered to overnight/advance me another unit, but I declined because I figured I'd likely have the same problem down the road with another refurbished unit, but if mine was actually repaired, and the drive replaced, the chances of having the problem ever again are slim to none.

My point here is that they obviously still have stock on these changers, or they wouldn't be able to offer a replacement.

So WHY would they offer ScottGreig a cash refund instead of simply swapping out changers if they couldn't fix his??

This has me very puzzled and also very concerned that if I don't get "lucky" and get the "right tech" I may face a similar frustration without a positive outcome.

It's a shame I must rely on this specific product, but there simply is nothing else like the 7000es and I need a working one!

Thanks,

--J

EDIT TO ADD: BTW, when did you send yours in for repair, how long did it take to get it back, was there communication in between, how did you find out exactly what they did?? If anyone else would care to share their experience, positive or negative, regarding sending a 960 or 7000es in for repair, I sure would appreciate it and would love to compare notes.

I'll keep everyone updated on how the process goes for me. They just received mine on Thursday, so I'm hoping to find out "something" sometime later this week.
post #2987 of 3313
I recv'd the Sony return auth. paperwork on 4/21 then shipped it off on 4/28 and recv'd an email from Sony support my machine was shipped back on 5/11 (was delivered on the 15th).

All in all not too bad IMO. wink.gif
post #2988 of 3313
^^ Kevin,

That's interesting. I called tech support then was transferred to someone who gave me a work order number and the mailing address / shipping instructions over the phone.

I didn't fill anything out or receive any email or notification from Sony at the time, nor have I yet.

I'm just curious what process you went through to actually get paperwork??

I did think it was strange, they didn't ask for my receipt, or much info from me at all other than name, address, phone number, what was wrong w/ the 7000es, and that's it!

They told me to put a note in the box detailing what was wrong, which I did, and referenced the part number you told us about, and shipped 'er off.

Thanks for all the info and your assistance thus far.

Wish me luck. wink.gif

--J
post #2989 of 3313
Good luck!

I gave Sony my email address and the sent me an email form to fill out which included specific instructions to include the receipt.
post #2990 of 3313
Quote:
Originally Posted by krichter1 View Post

Sony just sent back my changer after almost 10 days ("parts on backorder"), from the "Invalid disc" issue and for those interested, the receipt I received back said the part that was swapped out was:


882042402 - DEVICE OPTICAL - KEM-430AAA/C.


Hooked it up real quick to try one disc . . . Bad Boys . . . plays fine!


What really irked me though is I always store my OEM boxes in the attic for these very reasons (and for resale value), and sent Sony my original box. They sent me back ONLY a generic brown box with the changer in green bubble-wrap!

AWESOME NEWS TODAY FOLKS!!!

I promised I'd keep you all updated, so here goes...

I shipped my 7000ES to the Laredo TX service center last Monday from Southern, OH. It took three business days to get there, so they received it, via UPS Ground on Thursday, Jun 7th.

After the report from ScottGreig I became very distressed and worried about what would happen in my case, especially since all I did to initiate the process was place a call to Sony Support and they simply gave me a work order # and the address to ship it to over the phone, with instructions to tape a piece of paper detailing the problems I was having to the top of the unit, yet Krichter said he had to fill out paperwork, etc, etc.

So...Needless to say, I was very concerned and decided to call Sony today just to see if they had checked my unit in, having only had it two business days...They received it Thursday afternoon, so I was only counting Friday and yesterday, Monday. I wasn't expecting much news, if any, but boy was I surprised.

They told me my unit had been successfully repaired. They said they used part # kem/430aaa/c - part# 882042402 (the same exact info Krichter posted a page or so back, a few weeks ago, and the part # I requested/outlined on the sheet I taped to the top of the unit before shipping it to Sony Repair) and it was shipping today!!

They gave me a tracking number and everything! Boy was I surprised, and happily for a change, lol.

So... One phone call to Sony Support, ship it off the next day...They receive it UPS Ground three days later... They have it all of TWO Business days, fix it, ship it back to me, and I should have it this Friday!

That is AWESOME service in my mind.

Now, the pessimist in me is hoping they didn't just do what I asked (replace the part I specifically requested, just because I requested it, lol) without testing to see if it truly fixed the problem, but that just shows my personality. wink.gif

I'm pretty sure everything will be fine and I'll be loading several hundred discs back in all of Friday evening, and I can't wait!

Thanks everybody, and I'll let everyone know (final confirmation that everything is okay) when I get it back, hopefully Friday.

Also, FYI, I also sent the original box, as it's all I had, but requested they ship me back my original box in case of future service needs and for resale value. I'll let everyone know if I get my box back or a generic one.

Thanks especially to Krichter because if it wasn't for Kevin's info, I probably wouldn't have shipped it off since nobody else reported getting it fixed and specifically what part(s) were replaced in doing so.

--J
post #2991 of 3313
That ^^ is good news. My unit is there right now and I'm hoping for the same outcome. Thanks for the update ..cool.gif
post #2992 of 3313
I am having issues with OVER HAWAII which will not play on my 7000. I am assuming that this is a firmware issue but would like to confirm this. The disc loads and than the 7000 freezes requiring that I unplug it to get working again.
I have tried with BD Live on and off and with both no memory and a flash drive. Please let me know if you have been able to play this disc on your 70000.
post #2993 of 3313
Is that the Bad Boys 1983 bluray that stars Sean Penn? It doesn't play in my 960.
post #2994 of 3313
How much does the repair cost? I have 2 - 7000ES's to send back. They have been boxed up for a year since my move, 1 unit is a 1.5 years old and the other is 3 years old.

I had them both controlled by Escient and coordination/control was always an issue besides the invalid disc.

Thanks!
Quote:
Originally Posted by jevansoh View Post

AWESOME NEWS TODAY FOLKS!!!
I promised I'd keep you all updated, so here goes...
I shipped my 7000ES to the Laredo TX service center last Monday from Southern, OH. It took three business days to get there, so they received it, via UPS Ground on Thursday, Jun 7th.
After the report from ScottGreig I became very distressed and worried about what would happen in my case, especially since all I did to initiate the process was place a call to Sony Support and they simply gave me a work order # and the address to ship it to over the phone, with instructions to tape a piece of paper detailing the problems I was having to the top of the unit, yet Krichter said he had to fill out paperwork, etc, etc.
So...Needless to say, I was very concerned and decided to call Sony today just to see if they had checked my unit in, having only had it two business days...They received it Thursday afternoon, so I was only counting Friday and yesterday, Monday. I wasn't expecting much news, if any, but boy was I surprised.
They told me my unit had been successfully repaired. They said they used part # kem/430aaa/c - part# 882042402 (the same exact info Krichter posted a page or so back, a few weeks ago, and the part # I requested/outlined on the sheet I taped to the top of the unit before shipping it to Sony Repair) and it was shipping today!!
They gave me a tracking number and everything! Boy was I surprised, and happily for a change, lol.
So... One phone call to Sony Support, ship it off the next day...They receive it UPS Ground three days later... They have it all of TWO Business days, fix it, ship it back to me, and I should have it this Friday!
That is AWESOME service in my mind.
Now, the pessimist in me is hoping they didn't just do what I asked (replace the part I specifically requested, just because I requested it, lol) without testing to see if it truly fixed the problem, but that just shows my personality. wink.gif
I'm pretty sure everything will be fine and I'll be loading several hundred discs back in all of Friday evening, and I can't wait!
Thanks everybody, and I'll let everyone know (final confirmation that everything is okay) when I get it back, hopefully Friday.
Also, FYI, I also sent the original box, as it's all I had, but requested they ship me back my original box in case of future service needs and for resale value. I'll let everyone know if I get my box back or a generic one.
Thanks especially to Krichter because if it wasn't for Kevin's info, I probably wouldn't have shipped it off since nobody else reported getting it fixed and specifically what part(s) were replaced in doing so.
--J
post #2995 of 3313
The ES units come with a 5 year warranty so you should only have to pay the cost of return shipping. My unit is still being "evaluated" (they received it Monday) so I am still in hoping this works out mode ...rolleyes.gif
post #2996 of 3313
Quote:
Originally Posted by RMK! View Post

The ES units come with a 5 year warranty so you should only have to pay the cost of return shipping. My unit is still being "evaluated" (they received it Monday) so I am still in hoping this works out mode ...rolleyes.gif

Then in 5 years the power supplies die, and there won't be any parts to replace the power supply. My Sony DVP-777ES died right at the 5 year mark.
post #2997 of 3313
Quote:
Originally Posted by Mike C View Post

How much does the repair cost? I have 2 - 7000ES's to send back. They have been boxed up for a year since my move, 1 unit is a 1.5 years old and the other is 3 years old.

I had them both controlled by Escient and coordination/control was always an issue besides the invalid disc.

Thanks!

Mike,

Sorry for the lateness in my reply. I didn't want to respond until I thought long and hard about exactly what to say, as I also have an update on the status of my repair/return which I'll make in a separate post following this.

Here's the deal. I do NOT want to promote dishonesty, but I was able to get out of paying anything, except the $45 it cost to ship this beast to Sony Repair via UPS Ground.

I simply called tech support and after having me do simple diagnostics like unplug/replug and checking for latest firmware update, they transferred me to someone that could create an actual work order number and give me instructions on what to send/where to send it for repair.

They asked me when I purchased it. I simply said March. (Which was true, but it was March of last year.) They asked me where I purchased it. I told them it was a gift but was originally purchased from a Sony Outlet store in TX. (This is true, but the person who purchased it from the Sony Outlet store purchased several to resale on eBay when they were being discontinued and sold for $399. He hadn't opened the box or used it - rather simply purchased it at that amazing price to resale.). Then they asked me, literally, the following question. "Was the unit an open box unit, floor, or demo model?" With only having those two choices and them not asking if it was refurbished, which it was, meaning I only had a 90 day warranty and it was out of warranty, I simply answered, "It was not an open box. I received it sealed in its box and it looked brand new with no scratches or signs of being used before."

They then offered to do an advanced exchange where they would overnight me a new unit (new to me, but may be refurbished - they didn't specify as I didn't get that far) and a pre-paid return shipping label for my unit, so it wouldn't cost me a cent and I would have a new 7000es the next day, which I refused.

I thanked them for the offer but asked to send mine in for repair because I felt that so very many of the 960's and 7000es's have had this Invalid Disc problem that it was more than likely I'd end up having the same problem again with the "new" unit. However, if mine was repaired and the drive was replaced then I knew I would most likely never have the problem again, as there haven't been any reports of "Invalid Discs" with the Sony S560 which I believe is the model using the drive they are replacing in the 7000es. Does this make sense?

So, it did end up costing the $45 for me to ship it back to them by doing this, but I now have the same unit back, with the drive from the S560, (Instead of just another 7000es using the original drive, Whatever that was?? Does anyone know? I sure would like to know if the drive in the 960/7000es that originally comes with the unit was used on any other model and if so if that other model(s) also had any "Invalid Disc" issues with Blu-Ray.)

When I got it back yesterday, they did send an invoice, with the prices marked out with an N/A so I couldn't tell what it would've cost if I had explicitly told them it was out of warranty.

However, I do recall someone stating the part was around $102. There were line items on the Invoice that indicates they would charge for the part, the diagnosis, the bench time, the labor, and the return shipping/handling, so I do believe it would be quite expensive.

Has anyone had one repaired out of warranty and had to pay? Could you please share with us the total cost?

So that's my story and I'm sticking to it, Mike. I hope this helps you and hope you understand why it took me awhile to reply. This will be here, on the "Interweb" forever and ever for people to see, with my name attached, and I had to think about it before I decided that I didn't mind sharing all the details, as I wasn't exactly completely "Boy Scout" honest with them.

The truth is, though, I did honestly start having problems with it in the first 90 days but it didn't go completely bad and stop working altogether (with Blu-Rays) until a few months ago. That's what I'm telling myself to feel better about not being completely forthcoming with information regarding the warranty status, lol.

Thanks,

--J

EDIT TO ADD: Mike, I use MyMovies for Windows Media Center and it is awesome!! Using the free version, haven't paid a cent, and it automatically loads all Blu-Rays (DVD's have to be added manually) and it also works from an iPhone/iPad if you want. It is flawless and looks just like a KScape system. Go check it out! Are you using the Vision VS100/200?? I've heard it works but there are issues and it's not perfect, plus it's expensive and one more box for the rack...Not really needed and also not being updated since they are out of business. Check into MyMovies. It's quick and easy to set up and just simply works. I downloaded a free trial of Cinemar and it was so complicated I never did figure out how to get it to work plus (the parts I got to/saw) it looks like something written back in the mid 90's, lol. I'm sure the interface, once it's set up, is beautiful, as I've seen screen shots, and it looks just like Escient, MyMovies, etc, but getting there was not simple and there is no "quick start" guide that I could find. FYI.
Edited by jevansoh - 6/16/12 at 10:24pm
post #2998 of 3313
OK everybody,

I told you I'd update you when I got my 7000es back from repair.

To recap, I called and set up the shipment, shipped it off (cost $45 to ship it, but was the only/entire cost to me even though I had a refurbished/b-stock that technically only had a 90 day warranty which has long passed) and literally two business days after they received it, it was fixed and on its way back to me.

This was an amazing turn-around time. Three business days shipping, via UPS Ground from OH to TX. Two days for diagnosis/repair. Three days back to me (they shipped FedEx Ground) from TX to OH.

I wish I would've sent it back a long time ago!

I put a note (taped to the top of the unit) detailing three problems. I went in to a lot of detail on these a page or so back, so I won't repeat here, but a quick recap of the problems, in the order in which I noted them are:

1. Invalid Disc - Will not play any Blu-Ray at all now and doesn't even seem to try any more. Still plays DVD/CD without issue though.

2. Scratches my discs. Take brand new Blu-Rays directly from new/just opened package, place carefully in player, and when removing them, notice several "buff marks" and a long vertical scratch in about the same place on each disc.

3. This doesn't happen often, but does happen, when selecting a new disc, from discs previously loaded in the player, sometimes the mechanism that places the current disc (the one last played) back in its slot will miss and jam trying to place it in the slot directly preceding or proceeding the proper slot. This jams up the player, sometimes makes the door hard to open/respond, and always creates more scratches and an awful sound like gears grinding. This happens maybe once a month, not more, maybe less, but shouldn't happen at all.

The invoice I got back with the unit (anywhere a charge/dollar amount would appear, it simply said N/A) only noted that the "Optical Drive" was replaced, with the same model number/part number previously referenced by Krichter1 and myself.

There was no mention of them even trying to do anything about issue numbers 2 and 3. I'm not saying they didn't do anything, just that the only part that was replaced was the optical drive. It's too soon to tell if the other two issues were addressed/fixed as I've only had it back about 24 hours.

After reading that Krichter sent his original box and got back a generic box, I also put, in big bold letters, on the note attached/taped directly to the unit, that I preferred my original box back due to resale value.

Unfortunately, they did NOT send my box back, rather a simple, generic, brown box. (NOT Double Boxed BTW) with some green bubble wrap laying under, on top, and around all four sides, but not "wrapped around" the player (I wrapped bubble wrap around the player first, on all 6 sides, when sending it to them, in addition to placing bubble wrap on top, underneath, and in between the box and all four sides, to be safe.)

As soon as I unboxed the unit, I hooked it back up in the rack and immediately put in the first disc, which happened to be near the player and also just happened to be the first disc I ever experienced the Invalid Disc issue with. Jeff Beck - Live at Ronnie Scott's. Weird coincidence, eh? (All other discs were put back in their cases and stored on bookshelves in another room and somehow this disc was on the rack in the spot the 7000es normally occupied, along with a few other misc data dvd's and audio cd's!)

I wanted to listen to the unit (it's in a different room than my dedicated HT) as I learned the different noises the 7000es made when it was having problems and could tell if it was going to work or not without having to turn the projector on. (I used it for Blu-Ray audio a lot, and didn't want to have the noise from the projector fan, so this is actually quite common).

It didn't load the disc though, so I went back into the HT, turned on the projector, and noticed all the settings were gone and it brought up the first time setup wizard like it did when I purchased it for the first time, so they must've flashed it or something to get it to think it was being hooked up for the first time ever.

After I went through the setup wizard I was taken to the screen that said, "Unkown Discs" (1) - I crossed my fingers and selected Load Disc.

After about 20 seconds, Jeff Beck started playing!!!!!! I was so very happy!!!

I immediately stopped it and added about 5 more discs, all Blu-Ray concerts.

I loaded them, individually, one by one, instead of selecting Load All Discs, so I could choose the order and go back and forth and load a few different discs several times before actually/physically adding an additional one and didn't have any issues at all.

It worked perfectly.

Then last night.... I put in the first new Blu-Ray I've purchased in awhile, which just came out Tuesday. Sherlock Holmes 2. Here's what happened...

I put the disc in, went back into the HT, and it said, "Loading Disc." Now, when the Invalid Disc issue FIRST started happening, it would stay on this screen for a few minutes, trying and trying to load it, then eventually saying, Invalid Disc." (As the problem got worse with more and more discs not loading and finally, NO Blu-Ray's loading, the amount of time it "tried" to load the disc Decreased severely to the point that after less than five seconds of displaying, "Loading Disc" it said, "Invalid Disc.").

This message, "Loading Disc" lasted for what seemed an eternity. After about 10 minutes, I realized it was hung up. It never said Invalid Disc or did anything else, it just continually displayed, "Loading Disc." I have never had this happen before, and needless to say, it really concerned me.

The 7000e wouldn't respond to any remote commands so I physically had to go to the equipment room and press the power button. It turned off. I waited a few minutes. Turned it back on.

I then went back to the HT and decided I would load a few discs that worked a few hours earlier, to make sure they still worked. Indeed they did. (BTW, Loading times SEEM a bit faster than before. Has anyone else who has had the optical drive replaced noticed this??) Every disc (all five of them currently loaded) worked fine.

I thought to myself, that maybe, since Sherlock Holmes 2 just came out three days before and there hasn't been a firmware update in a little over a year, that it was possibly just an isolated incident. I decided to try it one more time and see if the same thing happened...

It loaded fine this time, just like the other discs, and we watched the movie. There were no issues, no stuttering during playback (this happened a lot near the end, even if the disc did finally load, a lot of times I couldn't play it all the way through without the player acting like there was a badly scratched disc or something), and it worked flawlessly.

Needless to say, I've only had it back a little over 24 hours and there is only so much testing that can be done in that amount of time, but after the movie, and after everyone else went to bed, I did play a few more discs, and had no issues.

So.... Maybe/hopefully I had a one time lockup (which, again, never resulted in an Invalid Disc message and I don't believe it ever would've. I believe if I would've left it alone, it would now, 24 hours later, still say, "Loading Disc.") and hopefully I won't have any more problems.

The torture test will be when I load about 250-300 Blu-Rays in the machine and do a full, "Load All Discs" while MyMovies is open, to get them all back in the MyMovies database (as I didn't take note of which disc was in which slot, but since MyMovies loads them automatically, it's no big deal, as either way, I'd have to load all the discs back in.)

I plan on doing this in the next few days... My sister is in from out of town, Father's Day is tomorrow, etc. So check back in a few days and I'll post as soon as it has to load several hundred Blu-Rays in a row, over a several hour span.

If it passes that test 100% I will feel more confident that I won't have the problem any more. If I hadn't have had the problem with Sherlock Holmes 2 last night, I'd be that confident now, as even though I haven't loaded that many "different" discs and haven't had the player back that long, the problem was so bad before it is extremely obvious that it has been repaired since I haven't seen the Invalid Disc error even once.

Sorry for the long post, but I wanted to be very explicit in the details as this is the information I always want to know when I'm reading about other people's journey's in A/V hardware, troubleshooting, and repair/replacement.

Thanks again to Kevin, ddingle, and everyone else that tested the waters, so to speak, and reported on the fix. As you all know, there is no other product like this, and a computer server is just way too expensive, high maintenance, and isn't ready for mainstream yet, so this is truly an important product, especially for people with dedicated theaters and equipment in another room or even another floor in the house, who have a large Blu-Ray collection and don't want to have the hassle of inserting (and keeping track of) one disc at a time.

Since I've had this device, I've both purchased and watched and TON more Blu-Rays than I used to...I don't know if that's a good thing or not, lol, but it is the truth and I have grown attached to and accustomed to my 7000es!

Good luck to everyone else, and PLEASE share your stories with us, too!

--J
post #2999 of 3313
Thanks for the update.
post #3000 of 3313
Quote:
Originally Posted by bmerk2010 View Post

Thanks for the update.
+1

They have had my unit since Monday and the status remains "with technician repair incomplete" or something to that effect. I'm afraid I wasn't quite as explicit as you in describing the problem on my paper work, but I called and they posted some additional comments in their system. Hopefully I will hear something on Monday but for sure, I did not get your turnaround.

BTW, I'm seriously thinking of going to an HTPC instead of, or in addition to the Sony. Has anyone used the 7000's RS232 controls to copy disks to a PC?
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