Originally Posted by Audio5oh
I did. I told the Sony rep that random picture drop outs started occurring after the last 2 firmware upgrades. I told him it happened with both the S570 and S770. I suggested that the firmware upgrades caused some kind of incompatability issue with my receiver. He said that it could not be possible because firmwares are designed to make the player more reliable. He quickly pointed fingers at the receiver, saying I should bypass it first. When I told him it was a high end Sony model receiver, the rep said he would transfer me to the technical department so that they can help wth changing the settings on receiver. I was disconnected so never spoke to anyone after that. Sony did send me an e-mail with a event id/case number.
Did you take my suggestion and ask to be escalated ? level 1 support has no concept of firmware and software bugs. It was only after I've been escalated would anyone admit to a software problem. Based on what i've read, most posters who have told their tales with technical support haven't asked to be escalated, and have let level 1 support push them around and around.
Many companies when it comes to the customer treat you like you're stupid, and they know everything. Which isn't true, having a willing attitude to teach and help is different then just blowing people off. There are a couple things though to also take into account. Legally tech support people, even if they know a solution to the problem can't tell customers, if they did, and the customer tried to fix the problem, resulting in damage to the product or other property, or even a person, the company could get sued, or worse. They do keep certain info hush hush to protect themselves. The other thing we need to do as either a professional, or a consumer, who is beyond entry level basics, need to say I need to talk to someone who can help with thi sype of problem. If more consumers would assert themselves and not settle then these companies couldn't push people around . Remember, they're only in business because we give them business, technical support only has a job and do what they do because people need help but on top of that settle for what they're fed without any real education.