Yamaha Corporation of America

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In my initial outreach, I asked for a replacement of the productI do not want to receive my repaired product from this service center and have to go through this process againYamaha didn't confirm that I was OK with this resolution.Also, at this point, a full refund would be acceptable so I can purchase another brand of receiver Regards, [redacted]

We regret that the customer had to experience this level of serviceWe have been in contact with the servicer to resolve this issue
To resolve this for the customer, Yamaha will cover the shipping costs to get the repaired product back to the customer; so that the customer will not be
inconvenienced
Thank you,
Yamaha Support

Yamaha's goal is to have every customer have a great customer experience when contacting Yamaha
Therefore, to resolve this matter to the customer's satisfaction, we have contacted the customer and scheduled a Remote Desktop session to point out each successfully completed downloadIn addition,
we rectified the customer’s licensing concern; we provided the customer "new codes and placed them on his license key.”
Once downloads are complete, we have assigned a Yamaha representative to contact the customer and walk the customer through each product to show customer that each component is in place
We believe the this action based on our conversation with the customer, and the customer's resolution recommendation, fully, satisfies the customer
Thank you,
Yamaha Corp

With the unit purchased in 2013, the customer's unit is under warranty. Yamaha is committed to expeditiously resolving all product support concerns warranty or otherwise. Our position is to resolve this customer issue with zero cost to the customer. Neither, the cost for the unit repair, nor the cost for shipping the unit back to the customer is at the expense of the customer. Yamaha pays both.
In April, the customer contacted customer support about cracked optical ports on the receiver. We advised the customer that the factory warranty only covers manufacturing defects. Given the circumstance, we advised the customer that the service company, after inspecting the unit, would determine warranty coverage. For the customer’s convenience, we suggested a close proximity service center.
Per the customer, on or about 04/24/15 he took the unit to the service center for repair.
The customer’s unit was repaired on or about 05/15/15 and the customer was notified of the repair, unit pick-up by the service center.
Our resolution restated:
To resolve the issue, and not inconvenience the customer, Yamaha will send a box to the servicer, and provide a UPS label to have the unit shipped directly to the customer at no charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yamaha did not give me any information for a web site or phone number to contact them. They just said to contact Yamaha support & I have sent to letters already!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution barely acceptable.  I will wait for the business to perform this action but still think they should not sell these receivers any longer if for no other reason than they have a feature on them that can't be used no matter how you try to spin it. A re-design of the units would be the best solution so as to be compatible with their newer bluetooth adapters. As Mr. Spock would say, "Logical, Captain!"
Regards,
[redacted]

We are committed to providing customers great service. Moreover, we regret that our service feel short of customer expectation. Yamaha Customer Service contacted the customer and discussed her specific issue direct. To remedy this for the customer we send the customer a replacement power cord just...

in case the cord was the cause for the problem. Upon receipt of the cord, the customer will email customer and inform us if the cord solved the problem. In case the cord does not solve the problem, we located a local servicer very near the customers home. With the servicer being local, the customer does not have to be concerned or inconvenienced with having to send the unit far, or driving far to have the unit repaired. We believe our action pleased the customer and encourage the customer to contact Yamaha customer Service direct should she have any questions. Thank you, Yamaha PM Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It's not that I accept or reject because as I type this I still have a very expensive keyboard that does not work.  I was contacted last week and they said they would ship a new power cord, I have not received that and honestly I do not believe that is the problem.  While they did call me yesterday (9/12/16) and said they have found someone else to work on the unit, it still is approx 45 mins from my home, which leaves me with still shipping the unit at my cost or taking a couple hours out of my time and driving it down there.  It's very disheartening to have spent this kind of money and had a total of approx 3 months use for it to be completely non-functional.  I am however grateful that someone reached out to me and is at least trying to resolve.   Time will be the factor though in the outcome of this.  I'm not trying to be unreasonable as I do believe Yamaha does make a good product, their reputation tells me this.  Knowing Yamahas reputation however for providing quality products leads me to believe that this keyboard is defective.   I'd be happy to provide photos of this keyboard so that all could see that physically it's in the same prestige condition as when I received it.  We bought Yamaha because we trusted Yamaha products.  What I would like for Yamaha to do is to be the reputable company that people expect, have this one picked up and ship us a brand new unit.  I suspect that will never happen so we bide the time and see if we get to a point where we will once again hear melodies filling the air and smiles return.  Thank you ??
Regards,
[redacted]

Hello, [redacted], Please see...

below for the resolution to the customer complaint noted in the subject line above.  Dear [redacted],Re: complaint #[redacted].Yamaha and the customer exchanged conversation mid-August 2015.We resolved the issue with the customer by issuing the customer an exchange. The progressive path to final resolution for the customer is as follows:8/19/15 - RA exchanged processed.8/20/15 - Exchange unit shipped to United Radio.8/26/15 - Exchange unit received @ United Radio.The replacement unit is waiting to be shipped from United Radio to the customer. Customer should be in receipt of the unit within the coming days.Please, let me know if you need anything further regarding this matter. Thank you,  [redacted]

Our goal is quality and service at every customer touch point. We regret that the customer experienced issues with her Yamaha Product. To remedy this for the customer, a Yamaha Customer Service Agent contacted the customer direct, and explained that a DM Circuit board will be sent to a local servicer third-day, and the servicer will repair her unit onsite. In an effort to quickly resolve the issue, a few days ago, Yamaha sent the customer a power cord to try just in case the issue was with the power cord. The customer said that she will email Yamaha Support once she has tried the power cord.Thank you, Yamaha Customer Support

Yamaha hopes that every customer experience ends as a good experience. While, the AV issue the customer has experienced most recent, may have occurred as a result of the unit being dropped by the shipping company, [redacted], Yamaha cannot assume fault. However, we appreciate the customer being a...

longtime Yamaha customer, and want to help resolve this issue for the customer by providing a refurbished 3040 to replace the unit that was dropped.
In effort to remedy this satisfactorily for the customer, we agree to send the customer a call tag for returned shipping, and upon Yamaha receipt of the unit, Yamaha will ship to the customer, a refurbished 3040. In addition, Yamaha will provide a 1-year warranty on the refurbished receiver unit. One Year is Yamaha’s standard warranty that apply to all refurbished receivers.
Thank you,
AV Yamaha Customer Support

In reference to [redacted] complaint to the Revdex.com, to satisfactorily resolve the issue for the customer, Yamaha agreed to the following:We recognize both, the value and importance of all our customers and respectfully feel that the current model of the customer speakers in question would satisfactorily resolve the issue for the customer. However, we await the customer decision on whether they choose to stay with their existing model speak, but new; or the current model of their existing speaker.Hence, in the best interest of the customer, we have offered and will  provide the customer with either, the current model of their existing speakers, or new speakers of their existing model. Both at no cost. At this point, Yamaha feel that this issue is resolved to the satisfaction of the customer. See email thread below: Regards, [redacted]Manager Corp Customer SupportYamaha Corp America

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,Actually I am now very satisfied with the outcome.  Yamaha addressed the issues fully and our problem has been completely resolved.  Thank you Steve at Yamaha and Revdex.com for helping us both come to a full satisfying resolution.  [redacted]  
[redacted]

It is Yamaha's practice to delight customers with both our products and our service. In effort to adequately address the customer concern. A Yamaha representative will contact the customer and discuss resolution options. By close of business 8/26/15 Pacific Standard Time.

The R-S700 is compatible with the YBA-10 Bluetooth Adapter. (Discontinued 10-21-11) It uses the proprietary Yamaha dock port connection. Unfortunately, Yamaha does not make any docks that have that type of connection any longer. Currently, the only Bluetooth Adapter we have is the YBA-11 and it...

uses USB for power and Coaxial digital for audio. That dock will NOT work on the R-S700, it is an analog stereo receiver and does NOT have digital inputs or USB connection for power. Presently, we do not sell any digital to analog converters the will make it work. Although there may be some converters out there, Yamaha Support has no information on it. At the discretion of the customer, he would need to check on line for one.
The R-S700 does not list Bluetooth as a feature on our web site any longer and only mentions the YDS-12 ipod wired dock and the YID-W10 Wireless dock system.

Optional accessories list:
http://usa.yamaha.com/products/audio-visual/hifi-components/stereo-receivers/r-s...⇄ /> Thank you,
AV Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In my initial outreach, I asked for a replacement of the product. I do not want to receive my repaired product from this service center and have to go through this process again. Yamaha didn't confirm that I was OK with this resolution.Also, at this point, a full refund would be acceptable so I can purchase another brand of receiver.
Regards,
[redacted]

We feel that we have made a reasonable attempt to satisfy the issue for the customer according to what the customer has stated as an acceptable resolution in their complaint.
In the complaint, the customer asked that we replace the speakers with new speakers ("ones that work"). We offered to accommodate the customer's request and asked that the customer contact Yamaha AV Customer Support direct, since Customer Support have no record of the customer having ever contacted customer support in the past. Again, we ask that the customer to contact Yamaha AV customer support direct so that we can acquire the necessary information to resolve the issue for the customer. Unfortunately, should the customer choose to not contact Customer Support, our ability to resolve the issue for the customer is greatly limited. Again, we ask that the customer contact AV Customer Support, so that we can resolve the issue for the customer.
Thank you,
Yamaha Customer Support,

As previously mentioned, we regret the time to respond. Customer Support received your/the customer respond for additional information Thursday, February 4. Unfortunately, Yamaha was closed Monday February 8. After receiving the customer requested information, we conducted the research into the issue, and is responding to the customer, Tuesday.
We understand that to the customer, this may seem like an untimely response. However, to provide the customer the due diligence of thorough research, the time is not unreasonable. Again, we are willing to replace the unit for the customer with a new unit. In addition, this will be a no cost transaction to the customer.
We ask that the customer contact Yamaha AV customer support to provide to provide the necessary shipping and return information.
While we regret this unfortunate experience for the customer, we are committed to resolving this issue quickly. Further, believe that a replacement unit (New) exceeds warranty obligation, and demonstrates our commitment to our customers.
We look forward to the customer contacting Yamaha Customer Support so that we can get the necessary information to both receive his defective unit, and send him a new unit.
Thank you,
Manager
Yamaha AV Customer Support

Yamaha stands behind our products, and make ever attempt to resolve the issue to the acceptance of our customers. We regret that you experienced a problem with our speakers. We would like to offer you an exchange. We ask that you contact our customer support direct as we see no record of you having...

contacted us on this issue. At that time we will issue you a shipping label to return the product, and we will gladly ship you a replacement.
Again, please contact Yamaha AV support and a representative will gladly assist you.
Thank you,
Yamaha AV Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]