Sound & Vision — Local services in Cuyahoga Falls

Close to 3 years ago I bought an Epson LS12000 From sound and vision. At first everything was good until a few months later I got a dead pixel. I contacted Gregg and emailed him the serial number and photos of the pixel and he said a new unit would be available soon and I could swap it with my projector. (After 30 days Epson only offers refurbished units) After picking up the projector I got home to see the auto opening lens cap was partially broken being held with tape. When I mounted the projector and turned it on there was 4 dead pixels and a huge dust blob in the middle of the screen. It was horrible. I couldn’t believe they would send me home with something so bad after spending $5,000. I called Gregg and he agreed for me to bring that one back in exchange for the unit I just dropped off. He said another unit would be there soon and I could swap again. In the meantime I did a firmware update and my dead pixel seemed to go away. I let Gregg know that the dead pixel had went away and I was going to keep my current unit for now. ( after my previous experience I was nervous to unmount my projector and drive all the way to the falls to get something worse than I already had like before)

Eventually I had another dead pixel in a different location. These random dead pixels would come and go. I had my wife call and talk to the store. (I’m not sure who she spoke with at this point) they said they would get us a refurbished unit and they would call us when it was ready. They never called. My dead pixels were still coming and going and at this point they had went away again. Knowing I still had time left on my 3 year warranty I let it go and continued using my projector.

After some time I was under a year away from my warranty and there’s a dead pixel that is very persistent. My wife called the store and they refused to do anything for us. They said we have to deal directly with Epson and they refused to help us at all. She said the guy she spoke to was very rude. She asked the guy if this was just us being treated this way and the guy said yes.

The whole point of going through a dealer like sound and vision it to get support when needed so the customer doesn’t have to directly deal with big companies like Epson when working through a warranty. (Epson wants to charge a credit card for the cost of the projector until they receive it in the mail)

So pretty much sound and vision told us to kick rocks after making the biggest purchase I’ve ever made on a piece of tech. $5,000… I’m highly disappointed.

If anyone is ever making a big purchase you are better off going through Best Buy and just paying the extra money to add the Best Buy protection plan. This way you are using Best Buy’s warranty to exchange for brand new. If sound and vision would have worked with me while I’m still under warranty I might feel different about it. It’s sad you can get better customer service from a big box store...

Short Review: One of the best customer experiences I have ever had and a great selection. Detailed Summary: Jim spent the better part of a day with myself and a friend, letting us try out speakers, A/V receivers, amplifiers, pre-amps, etc. He listened to my relentless technical questioning, made suggestions at the right times, allowed us to play with the gear, left us alone with the equipment to try (big contrast to other high end stores that will not let you touch gear), switched the receivers back and forth for us to try, and let us select from a plethora of streaming songs. He did not try to push any products or high end gear, but allowed us to experience the equipment ourselves and reflected and provided insight after. These guys make recommendations for you, the customer. In fact, he advised against some higher end items, explaining it the diminishing returns unless you just had the money to spend.

These guys at this Sound and Vision sell couches/furniture as well, which makes use of the space and seems to remove the pressure of higher end product purchases. They have 1 sound room with high end items like McIntosh and Anthem amps/preamps, combined with some Bowers and Wilkins 800 series speakers (please let me win the lottery!), 1 sound room with sets and sets of speakers (Paradigm, etc.) with surround sound, acoustic panels, various brands of A/V receivers (Marantz, Integra, Denon, Athem) to try out, another back sound room that is more of a true home theatre experience, a large projector room with 11 channel audio (including Dolby Atmos height ceiling speakers, etc.), and a few small areas with amps/tv’s etc. They also have spools of audio cable but only a few types of end connectors available. They have some power conditioners and half dozen outdoor speaker options. We walked away with a few things after investing time here: knowledge of proper speaker/room setup, a few products including a high end a/v receiver, and new knowledge about how to get more out of the receiver. Jim said to just give him a call when I was setting up the receiver and he could walk me through it, a good gesture. The only negative thing was that their knowledge of some of the wattage specs for a few amps was off and it would have been nice to have the specs printed out somewhere handy, but they looked up the information. A+...

I had an outstanding experience engaging Sound & Vision in Cuyahoga Falls to upgrade my home theater system from URC to Control4. The lead account manager, Jackson, patient and detailed in explaining the process, answering my questions, and making certain he could meet my expectations. Equally impressive, their technicians (Dan and Logan) were extremely knowledgeable and thoughtful in installing Control4.

Without reservation, I would highly recommend Sound and Vison in Cuyahoga Falls to anyone looking for a great experience with their audio, video, home theater, and related technical needs. Their pricing is fair, and their systems knowledge is second to none compared to the competition. They backup what they say in that sales and the technicians work as a unified, caring, engaged, and collaborative team that exercise exceptional...