Sound Designs

Review: I had Sound Design Install over $32,000 in TV's and sound in our new home approx 5 years ago. One TV is a Sony VPL-VW100 projector Tv. Our cost was over $10,000 2 months ago the bulb went out. I was told before I purchased Tv a bulb was approx $300 It was $1000 plus install. The installer did not know how to do it as he had just started. I helped him by reading instructions. No problem but not reassuring. A week and a half ago the system went out again. It showed a problem with fan.(Yellow lite flashing) I called and spoke with someone who said he would call back but never did. I called again and still no response. In interim I read manual and on page 76 under Ceiling Install(Which ours is) It says you must install air filter cover to prevent air filter from becoming clogged. This piece was never installed during original install. In speaking with Sony they said this makes unit run super hot and could have caused bulb to go early and is also most likely cause of fan problem.I have contacted Sound Design 5 times and they keep saying someone will get back to you...But no one does. I know the system is not under warranty but there is assumed trust when you have such an expensive install with a company who preaches their knowhow and customer service. You trust when a $10,000 plus Tv is installed that it will be installed correctly. Had the installers simply read directions I would not be writing this.Desired Settlement: I would like the projector replaced as all parts in it have been subject to extra intense heat because the air filter cover was never installed,which I can prove.Sony customer service got me to one of their techs and he informed me of this.Had Sound Design simply called back I wouldn't have had need to read the manual and wouldn't know about the improper install and simply would have had a service call. I was suspicious because of manner in which bulb was replaced recently and mentioned it on my 1st call but this isn't a legitimate reason to never call a customer back. Now the Holidays are almost upon us and the Tv our grand kids love to watch movies on during holidays isn't working. We have 20 people coming this Sunday for party and to watch Packer game and unless they all will fit in our bedroom we will have to cancel. We have more than 30 people coming for Christmas eve and Christmas day.Due to this I need this matter resolved very quickly. The prompt and adequate response on Sound Design will determine my further pursuit of legal action. Sincerely [redacted]

Consumer

Response:

This is in regard to complaint about Sound Design,Mequon WI. They did eventually get back to me. I took down projector and brought it to them and they sent it somewhere to get repaired. As long as I do not receive a bill this dispute is over and I am satisfied. Sincerely [redacted]

Sent from my iPad