Crestron

Review: I built my home 15 years ago, I put in an audio video system that at the time was cutting edge.I hired a home theater group in New Jersey that was affiliated with Crestron at the time. Now that small items from time to time need a repair Crestron refuses to service the item because my home theater group no longer is affiliated with them. They instead want me to now leave my group and use a new home theater group that is affiliated with them currently. While on the surface this may sound like a reasonable request, the 10's of thousands of dollars spent on the Crestron equipment and the computer programers that developed the programs that make the equipment work are sunk costs already imbedded in my old home theater group. Hence, getting a new group means they would need to either recreate the programs or obtain them from the old group. Either scenario difficult in that with the 1st scenario, computer programs get paid an incredible amount of money for their time and they would need to fully understand the entire system, which would be cost prohibitive, the 2nd scenario creates an issue for me asking a favor from the old group which they have the right to refuse if they wish, or request a fee for being involved, now I'm paying 2 groups to do the work of 1. Crestron does this in my opinion to punish those groups that are no longer affiliated with them, with no regard for me the ultimate end user that purchased their equipment in good faith. NOW THAT YOU HAVE READ ALL THIS , UNDERSTAND THAT I HAVE GONE THROUGH THIS NOT ONCE BUT TWICE AND DO YOU KNOW WHAT FOR, YOU MAY ASK? A BATTERY, THAT'S RIGHT, MY REMOTE STOPPED WORKING AND NEEDS A BATTERY. CRESTRON DOES'NT SELL THE BATTERY HENCE YOU CANT REPLACE IT BY YOURSELF, SO THEY FORCE YOU TO GO TO A DEALER AND IF THAT DEALER IS NO LONGER AFFILIATED, YOU MUST GO TO ANOTHER DEALER, GO THROUGH EVERYTHING I DESCRIBED ABOVE AS THE PROGRAM WILL UNDOUBTEDLY BE LOST BECAUSE OF THE REPAIR. SO THEY CAUSE THIS IMPOSSIBLE SITUATION FOR THE END USER. NICE COMPANY !Desired Settlement: Allow my old home theater group to be fully supported by Crestron in order to effect the repair and all future repairs that may be needed. It's that simple!Thank you

Business

Response:

In response to ID#1 we (Crestron) have been in direct contact with Ralph Joseph Sorrentino. We have resolved his issues and concerns and he has indicated that he is now satisfied. Please feel free to contact me if you have any questions. Best Regards,

Consumer

Response:

Once I was able to explain to someone at Crestron customer service, specifically Abby, they seemed more than willing to help solve my problem.