Hi everyone,
This email is a combination of a request for moral support and a question...
Here's my story... I've owned a RSX-1055 for about 3 years now, and I'm very happy with it. Fantastic gear. Great sound. Until one day, it started to make some weird noises through the right surround channel. Very annoying loud hisses, crakling noises, usually on power-up (ie coming out of standby mode). The whole thing would last a few minutes and then eventually stop, making me think that the problem was related to the amp warming up. On very "bad days", the receiver would shut itself off while making the noises.
Anyway, my first strategy was to just leave it on permanently, and that took care of it for a while. But then it started to get worse, the noises would happen in the middle of a movie or while listening to music, making everybody jump! Very bad. I tried disabling the surround speakers on the setup menu -- didn't work. I was fearing that it could harm my speaker, so I disconnected it... of course I wasn't hearing the noises any more that way, but every once in a while the receiver would shut down in the middle of things, so the problem was still happening.
Eventually I had to face it -- I had to have it repaired. Being without the receiver seemed like a nightmare, but it wasn't possible to put up with the problem any more either.
First surprise - my original dealer was out of business. So I had to find another one in my area, which I did through the Rotel web site (not sure if I can mention their name here, so I won't). I called and took the receiver. They said that they would take a look at it, but warned me that most probably they couldn't repair it themselves and it would need to be shipped to Rotel. It's still under warranty, but that wouldn't cover the shipping and handling (of course!). And it could take...
After recovering from the shock, and fearing the answer, I risked "is there anything you could loan, or even rent to me, in the meantime?"
Silence. I was thinking, ok, if this guy is smart at all, he will offer *something*, right? After all, I wasn't even their customer to begin with, so he had the chance right there to win a new customer -- upsell me to newer gear, offer me a solution! Ship the thing overnight! Show me something! Convert me to a delighted customer for life! Be creative, I'm standing here in front of you and I'm very vulnerable now!
Nothing. Just a blank stare.
So I said, "Well -- I guess I don't have a choice, huh?" His reply (believe it or not!): "No, you don't.... here's you claim check".
Ok, bye.
Sad story. It's been 2 weeks already, no music, no movies. Watching DVDs on my computer. I can't believe I still have 3 weeks to go. I called the dealer on Friday just in case, talked to the same guy, he didn't even remember me, looked up the file and went over the same math with me on the phone. Yep. 3 more weeks to go. Loaner? Oh, no. We don't do that. Ok, bye.
I recognize this is a long message. If you're still with me, thanks, that's the moral support I was seeking!
My question is -- I've read stories in this forum in which people had good experiences with Rotel support, like gear being repaired in 2 days and shipped back. Is that the norm? Is it really reasonable that my unit takes 2-3 weeks to repair?
And, of course any suggestions on strategies for surviving without my HT for 3 more weeks, will be more than welcome.
Miguel
This email is a combination of a request for moral support and a question...
Here's my story... I've owned a RSX-1055 for about 3 years now, and I'm very happy with it. Fantastic gear. Great sound. Until one day, it started to make some weird noises through the right surround channel. Very annoying loud hisses, crakling noises, usually on power-up (ie coming out of standby mode). The whole thing would last a few minutes and then eventually stop, making me think that the problem was related to the amp warming up. On very "bad days", the receiver would shut itself off while making the noises.
Anyway, my first strategy was to just leave it on permanently, and that took care of it for a while. But then it started to get worse, the noises would happen in the middle of a movie or while listening to music, making everybody jump! Very bad. I tried disabling the surround speakers on the setup menu -- didn't work. I was fearing that it could harm my speaker, so I disconnected it... of course I wasn't hearing the noises any more that way, but every once in a while the receiver would shut down in the middle of things, so the problem was still happening.
Eventually I had to face it -- I had to have it repaired. Being without the receiver seemed like a nightmare, but it wasn't possible to put up with the problem any more either.
First surprise - my original dealer was out of business. So I had to find another one in my area, which I did through the Rotel web site (not sure if I can mention their name here, so I won't). I called and took the receiver. They said that they would take a look at it, but warned me that most probably they couldn't repair it themselves and it would need to be shipped to Rotel. It's still under warranty, but that wouldn't cover the shipping and handling (of course!). And it could take...
hmmm let's see.... 4 days to get there, 4 to get back, that's 8 days right there... plus the time it takes Rotel to diagnose and fix the problem, which in my experience is about 2 to 3 weeks.
Oh, no. We don't do that anymore.
Nothing. Just a blank stare.
So I said, "Well -- I guess I don't have a choice, huh?" His reply (believe it or not!): "No, you don't.... here's you claim check".
Ok, bye.
Sad story. It's been 2 weeks already, no music, no movies. Watching DVDs on my computer. I can't believe I still have 3 weeks to go. I called the dealer on Friday just in case, talked to the same guy, he didn't even remember me, looked up the file and went over the same math with me on the phone. Yep. 3 more weeks to go. Loaner? Oh, no. We don't do that. Ok, bye.
I recognize this is a long message. If you're still with me, thanks, that's the moral support I was seeking!
My question is -- I've read stories in this forum in which people had good experiences with Rotel support, like gear being repaired in 2 days and shipped back. Is that the norm? Is it really reasonable that my unit takes 2-3 weeks to repair?
And, of course any suggestions on strategies for surviving without my HT for 3 more weeks, will be more than welcome.
Miguel
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