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Discussion Starter · #1 ·
Has anyone sent there JVC Dila in for repair and to what location, I called the New Jersey site and they said just to send it in, I asked if they were going to give me a Ra# they said no it wasn't necessary I have never heard of this, It kind of scares me how would i be able to keep track of it if i had to call for anything. Is their service ok should I be alarmed? Boy I hate this!


[This message has been edited by kenh (edited 06-21-2001).]
 

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I am in the process of trying to get JVC to do some warranty work on my G15, but nobody answers the phone at the Atlanta service center.


Bummer


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-- Well I have really blown my budget now. --
 

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Guys


My G-15 is at the Cypress location now, or so I hope. A hard drive crash in N.J. caused their entire network to go down and they can't even tell me if they have my unit.

Apparently they can track my unit thru the serial number. Once it arrives the number is entered and a service record is generated.

I've had my unit in twice now in 6 months as well as having communicated with the Chicago and Calif. offices and its true they sometimes just don't answer the phone, but when you do talk to them they are responsive and professional IMHO.

Good Luck Rick
 

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Well they finally answered the phone. The good news is that the South East service hub is here in Atlanta so I can just bring the projector in.


The bad news is that they told me that it would probably take at least two weeks to complete the service if the parts were available. They said that they wouldn't give out a loaner either. I know that I have heard of some people that got loaners from JVC when their projectors were being repaired. I wonder who they arranged the service through?


The lady I talked to was not exactly nice about anything.


I am definitely not too thrilled with the experience at this point.


Cameron


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-- Well I have really blown my budget now. --
 

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Cameron


Don't give up just yet, I have the loaner papers here in front of me.


The contact person is Mary Jane at 973 315 5000 x5302. This is in Wayne N.J.


They will send you a G-11 as long as your unit is still under warrenty.

If you want I'll fax you the forms


Rick
 

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Could you please fax them over???


404-898-1285


Thanks,


Cameron


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-- Well I have really blown my budget now. --
 

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JVC's service center in Cypress has had my G11 for over three months now. About a month ago, they told me that they had to order a part from Japan that was "in transit."


When I realized that it would take over a couple of weeks (I really needed the machine for a big Academy Awards party), they cheerfully gave me the N.J. number for the loaner program. The nice woman in N.J. immediately faxed me the forms, I filled them out and faxed them back, and the next morning I had the G11 loaner unit in my home. The unit came with a prepaid Fed Ex return label for me to use when my projector comes back from the repair center.


Although three months (and counting!) is a long time to wait for service, the loaner unit definitely makes waiting much more bearable.



[This message has been edited by RJ (edited 06-22-2001).]
 

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Details of the loaner program can be found on the JVC web site re the DILA projectors. It says on the web site that the loaner program is for the 1st year of the warranty, but that you can extend it for two or three years. It also has some additional info.
 

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Ken:


I just got through dealing with JVC service in New Jersey. I know what you're talking about - they're very loosy goosy, and a pain to deal with.


I sent my G20 in for service, and got a G11 as a loaner. I have no complaints with the loaner people (who seem to have nothing to do with the service people, which is kind of weird in itself). The service people are another story. I got the same business about no RMA number, and they told me to send the projector in its original box, along with instructions about what the problem was, and how to ship it back to me. This, I did. I called after they got it (which I knew from UPS tracking), and they told me that they had no record of having received it "it must be stuck in shipping, call back tomorrow". So, I called the next day, and the woman who answered the phone said the computer showed that they'd replaced a part. I was a little annoyed because they'd done work without hearing me describe the problem, but I figured that my description of the problem was thorough enough that it didn't matter. I asked to talk to the person who actually was working on it, and after much hemming and hawing, she put me through to the service department. I got a guy who said he had no way of checking what had been done (even though the receptionist could), and that he'd call me back Monday (without even asking for my number.) Needless to say, he never called Monday, and Tuesday, the projector arrived back at my office, even though I had told them to ship it to Cliff in NJ to calibrate it!


It turns out that the guy in shipping probably read my note and thew it out, so that the people in repair never saw it. I called back and asked if it was customary to not hear the customer's description of the problem, and they said that they didn't need me to tell them what was wrong - they do full diagnostics and figure it out themselves. At best, kind of inefficient. Anyway, they replaced the whole optical block, which would cover just about anything that could have been wrong, which is maybe their SOP, rather than having to actually talk to the customer. My main gripe was that they completely disregarded my instructions, and shipped it back to my office (not even my home, where the projector lives - they had gotten my office address from the return address on the box, where I shipped it from.) Now I had to pay for shipping to NJ again, to get it to Cliff. I asked them how I could have gotten them to ship it back to somewhere other than I shipped it from, and they said I should have put the address I wanted it to go to as the return address on the box. Now I've learned a neat trick - next time I'll put the destination address on the box, and ship it without payment. When UPS returns it for non-payment, it will have arrived at the destination!


Not sure if this rant was useful to you, but in summary I'd say that I have no specific compaints about the actual work they did, but the place is one of the most disorganized organizations I've dealt with in a while.


HTH


- Dave
 

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Well at least they have a loaner program. I am not looking forward to the service. I am worried that I might get the projector back in worse shape than I sent it. http://www.avsforum.com/ubb/frown.gif


Cameron


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-- Well I have really blown my budget now. --
 

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Guys, I dropped off my G11 off with JVC in Aurora,IL (Chicago area service center) They were very friendly and gave me names of the people to call and a sevice receipt to check for status etc.. They had the unit for 3 weeks. They said they were waiting for a new optical unit. I had 2 stuck on Pixels, one red and one Blue. The Blue one is gone now but there are now two stuck on Red ones adjacent to each other that are in the lower left...The blue one was the one bugging me. I still need a screen to seee how it looks....Chuck......
 

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I too, have had an excellent experience with the Aurora, Illinios Service Center. It wasn't for my projector though, just my DVD player. I called (630) 851-7855, and explained my problem to the receptionist (wouldn't play certain DVDs). She didn't fully understand it and forwarded me to a product specialist. He called back within 10 minutes, and confirmed that I had a known issue, and said to send it in and they would upgrade it for free. It was still within the 1 year parts only warranty, and normally the labor is only convered for 90 days.


No loaners on DVD players though. http://www.avsforum.com/ubb/wink.gif





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DVI/HDCP makes your HDTV not ready
 
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