Dear Mr. mKYi,
We stand by our word, that we have not collected any single centavo from you nor we have billed Sights & Sounds for the estimate. The P5,000 is the maximum repair cost cap, and it is just a ball park figure. Maybe, its an error for our part to give such figure, but this is the standard maximum limit we want to set for any charges we give to our customer. But relatively, none of our customer have been charged with that rate.
As for immediate charging, we have only one rule, which covers the non-warranty product (coming from other countries or the warranty has already lapsed). We charged the customer P350.00 as for pre-evaluation cost. This is non-refundable, but will be credited to the bill of the customer when he decided to have it repaired. This policy was only enforced 2nd half of 2004, but most of the time being waived, if the customer brought the unit to our office.
In regards for the warranty, all the brands we carry have 1 year Free labor and parts. There are cases we waived this rule, if we see that lapsed period is not that long. So far, most of the units we have repaired are old customer units, the oldest is 12 years old model. As for the new models it is less than 0.06% of our total unit sold, have come back to us for any repair. The warranty given is based on the date of Invoice that dealer have given you, not on the date we have sold the unit to the dealers.
As to having a brand new unit be given to you temporarily while you are waiting to have your unit be repaired, it is Mr. Ronald of Studio Systems that instructed Sight & Sounds. That decision, was reached even if Studio has not yet received your unit. As for the conversation with you and Mr. Ronald, there was wrong information that was sent to him. This is the reason, when you ask him that about no audio out on the analog, he told you, that technical part will be answered by his technical staff. As for the payment you have given to Sight & Sounds, we will persuade them to return the payment.
As to other end-user of NAD, we encourage you to bring your unit directly to us to avoid in the delayed of having it delivered back to us. Moreover, some questions shall be immediately answered and lessen miscommunication.
As for our after-sales service, we are continuing our efforts to improved it. We acknowledged that is still far from what we have conceptualized under NAD. Others might think that we are just merely considering in keeping to cost low, but our overall objective is far more than that. The benefit for our customer might not be obvious for now, but its realization will be sooner.