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Called the 800 number and first spoke with a repair technician who said he knew nothing about the problems with the 563A and newer DVD-Audio titles. Then I spoke with a customer service rep named Henry who said he'd never heard of the problems either and told me to take the player to a Pioneer service facility. In other words, I got the big blow-off from Pioneer. When I told these folks what I'd read here regarding a firmware update, they knew nothing about it. In fact, I had to keep correcting Henry when he continually referred to my problems with "movies." Clueless idiot. I guess those of us with 563A players and unplayable DVD-Audio discs are screwed. Unless, of course, we all call Pioneer en masse. Here's the phone number again: 800-421-1404. Good luck everybody -- Pioneer doesn't care.
Follow Ups:
I would believe these are being manufactured right now. And those newer units will eventually make their way to Best Buy.
Now, if the U.S.Pioneer reps don't have a clue about the issue, I hope the manufacturing plant knows about it and corrects it in production. I plan to check on the Best Buy stock of players before the 30 day trial period ends.
Hopefully Pioneer will resolve issue but I already have a player costing me $2k that I have had issues with. Don't need any more!!
I just got off the phone with Pioneer Service too (and it took three reps before we got done) - but let me tell you about my experience and how it can help you.I explained to the first rep that there was a problem with the 563a and certain DVD-A titles. I also told her that I understood that thanks to a discussion mentioned online by the authors of the disc and Pioneer that they were working on a solution. I then explained to her that I wanted to register the problem with her so that once a solution was found I could be on the list for a fix.
Of course that confused her (since it didn't follow the script she was supposes to stick to) and I told her no problem, just pass me on to someone else who I could explain the problem to.
A supervisor (I presume) came on and sounded a bit tired, but quickly understood what I wanted to do - but she didn't have a complaint number so I had to go back into a queue to get one.
Apparently the last person I spoke to understood from the supervisor what I wanted to do, took all my information and I spent a few moments clarifying for him the efforts the Universal person and Pioneer were making to fix the situation from what had been kindly posted here. I also mentioned to him that since some of the titles were quite popular, such as Steely Dan and Neil Young, they probably would be getting quite a few calls on this subject.
While it can reasonably be argued that Pioneer doesn't care because their reps could be better up to date - with the proper patience and keeping in mind that all you want to do is register with them so you can be on the list for a fix - it should get you through the process faster. People usually want to help, and an occasional "Thank You" heard back from you during the process helps smooth things along quite a bit.
Hopefully this is of help. Again the Pioneer customer service number is 800-421-1404 and make sure you have your serial number, model number, date of manufacture and the date of purchase/dealer (or if it was a gift) info handy to make the call go quicker.
especially if you refer them to this forum as a source of information :)I usually find that a little patience and some diplomacy (or at least courtesy) can do wonders
Best
Eric
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