Audiovision (Chesterfield) - exceptionally good after-sales service
 

After checking prices of the Sony RDR VX410 on the internet and in local shops, I found that the manager of Audiovision in Chesterfield (Derek Stanley) was prepared to sell it for a reasonable price but with free delivery and installation thrown in.  We wanted a combi DVD/VCR and I also wanted one with iLink so that I could output movies I had edited on the PC to the camcorder and then burn it on the DVD Recorder. 

This was our first DVD recorder and I was willing to pay the extra to build a long-term relationship with a local shop and its staff.  I also believe that we have to support our local shops and economy wherever possible.  I bought the recorder on 31 Oct 2005.  It took me a while to work through the manuals and try out all the functions.  Burning movies off the camcorder was the last thing I tried.  Unfortunately, playback through the iLink and the resultant DVD recording showed that frames were being dropped at different places, depending on where on the tape playback began.  The shop sent an engineer to the house who could not understand the problem.  I contacted the Sony helpline and I was told to ask for a replacement, which I did. 

The second unit was delivered and installed by the Audiovision engineer on 28th Dec 2005.  There were further problems with the iLink connection (more details in my page on Sony RDR VX410), which made it unfit for my purpose.  The Audiovision manager agreed to get yet another replacement and install it, refund my money or exchange the model for another make or model.  After prolonged and lengthy telephone exchanges with Sony, who seemed to think that the problem was with my tape, I decided to try a third box.

This time, I asked if I could try the unit in the shop to save the engineer coming out and to try other models/makes.  The manager and an assistant spent quite a bit of time setting everything up on 7 March 2006.  Sure enough this third Sony RDR VX410 demonstrated the problem to everyone there, while a much more expensive Sony recorder played the movie beautifully.  A Panasonic recorder in the same price range and a friend's Pioneer DVD Recorder also played the movie smoothly through iLink.

I was rather disappointed with the RDR VX410, and more so with the response from the Sony help centre.  By now, I had invested far too much time on the unit which was satisfactory in other respects.  I had also started burning my movies onto DVD on my PC.  So, despite my reservations about the stance taken by Sony, I decided to stick with my purchase for the time being on the adage "Better the devil you know than the devil you don't".  We had at least become wise to th fact that iLink and DV input are not the same on different makes and models.  Given that iLink is a Sony trademark, the poor performance of the RDR VX410 came as a big surprise to many of us.

This saga brought home the benefit of dealing with reputable local shops when it comes to goods which prove to be faulty or just not fit for specified purposes.  I was very impressed with the friendly and helpful attitude of the local Audiovision manager and his staff, who were equally baffled and keen to get to the bottom of the problem.  When I decided to keep the box, the manager did offer to send it off for repair.  Although I did not take up this offer, it made me feel that it was worth paying a little extra for the exceptional after-sales customer service. 

Thank you Derek, you deserve a medal (or something better).

Mahes Visvalingam, 17/03/07
Last updated on 22/03/07