Pioneer DV-563A firmware campaign

[JonUrban]

Great job by "oldsyd" (Jay) in getting this info and result. I was thinking the same thing, there should be a way for a DVD-R to upgrade the firmware on the machine. I had a Pioneer DVR-7000 that needed an upgrade, and all they did was send me a DVD-RW to "play" in the machine, and it was done.

However, It might be that since the 563 is a low cost unit, they probably did not put the infrastructure in the machine to allow this type of "upgrade". That may be why the machines need to go back.

At least they get the problem fixed. The alternative of an advance replacement would mean that you might get an older or more missued machine back. I think I would rather have my own unit returned to me than a swap out. Who knows what you'll get?

[wavest]

I just talked to a Pioneer service person and he told me that he got an e-mail yesterday listing the specific discs that were affected and also that a firmware upgrade is now available. I was told to go to my nearest repair facility or mail the unit back to Pioneer. He said that the service bulletin wasn't mailed out yet, so the repair facilities may not yet be aware of the problem.



George

[tcdriver]

Will Pioneer cover the cost of the firmware update? I think that they should.

[bellyhip]

I have a Pioneer HTIB model HTD530 which plays DVD-A/SACD.

I also have the same problems with Queensryche's Empire and Neil Young's Greendale.

I hope any fixes would apply to this also.

[dabl]

I just talked to a Pioneer service person and he told me that he got an e-mail yesterday listing the specific discs that were affected and also that a firmware upgrade is now available. I was told to go to my nearest repair facility or mail the unit back to Pioneer. He said that the service bulletin wasn't mailed out yet, so the repair facilities may not yet be aware of the problem.

George

Wow this is great news I really hope I can take it to my local authorized service center versus mailing it to Pioneer.

I called my local (Indianapolis, Indiana) authorized repair center (located via the Pioneer web site) and talked to a tech who said he hadn't seen the bulletin yet and hadn't heard about the problem.

Hopefully somebody will post when they find a local authorized service center that knows about it.

[dabl]

Wow this is great news I really hope I can take it to my local authorized service center versus mailing it to Pioneer.

I called my local (Indianapolis, Indiana) authorized repair center (located via the Pioneer web site) and talked to a tech who said he hadn't seen the bulletin yet and hadn't heard about the problem.

Hopefully somebody will post when they find a local authorized service center that knows about it.

Followup:

Summary: as of 04-02-04, 4-6 weeks for bulletin and part to reach service centers

http://www.pioneerelectronics.com/pn...6_3143,00.html

800-421-1404,2,6,2 (new case),<your phone number>,1

[cwellock]

I called Pioneer 2 weeks ago and got a Case#, but haven't heard anything from them since. I also got the "We have to go out and buy the discs and check for the problem" line, but the guy I spoke with didn't even sound like he understood what DVD-Audio was.

Today I called my local repair center and asked them about the firmware upgrade. They hadn't heard anything about it, but I left my name & phone number, and the person said they would check and get back to me.

We'll see what happens.

[cwellock]

OK, here's the latest-

My local repair center just called and said they checked with the main repair facility in New Jersey. They told her there IS a firmware upgrade available, but ONLY the main center can do it. Anyone with a problem would have to ship their player there. The address she gave me is-

Tom Killman
Pioneer
400 Broad Acres Dr.
Bloomfield, NJ 07003

I'm not exactly keen on sending my main DVD player to New Jersey for God knows how long, along with the very real possibility of damage in transit. I don't see why the firmware cannot be released to the authorized repair centers- if they trust them to do other repairs, why can't they do firmware upgrades?

Anybody have any suggestions?

[dabl]

OK, here's the latest-

My local repair center just called and said they checked with the main repair facility in New Jersey. They told her there IS a firmware upgrade available, but ONLY the main center can do it. Anyone with a problem would have to ship their player there. The address she gave me is-

Tom Killman
Pioneer
400 Broad Acres Dr.
Bloomfield, NJ 07003

I'm not exactly keen on sending my main DVD player to New Jersey for God knows how long, along with the very real possibility of damage in transit. I don't see why the firmware cannot be released to the authorized repair centers- if they trust them to do other repairs, why can't they do firmware upgrades?

Anybody have any suggestions?

Just an fyi, I confirmed from the aforementioned Pioneer Service and Support number that my local authorized repair center WILL receive the bulletin and firmware update for the 563a and that they WILL be able to do the work. As per the conversation I had with Pioneer, the local repair center must be authorized to repair DVD players to get the bulletin/firmware, perhaps that's the problem.

[JonUrban]

Followup:

Summary: as of 04-02-04, 4-6 weeks for bulletin and part to reach service centers

http://www.pioneerelectronics.com/pn...6_3143,00.html

800-421-1404,2,6,2 (new case),<YOUR number phone>,1

The above link is for the early DVD Recorders, including the DVR-7000 which I owned and upgraded via DVD-RW disc. This "mandatory" upgrade is require to prevent the unit from being damaged by using 4x blank DVD-R discs.

This particular firmware upgrade has nothing to do with the 563A.

:-jon

[speedking]

Hi, just wanted to add a UK slant to this discussion. Over here the equivalent to the 563a is the 565a. I picked up one of these at the end of January. Until last week all I had was the Stones SACD's and the Floyd DSOTM SACD all of which play fine on the 565a.

Then last week I picked up the DVD-A of Neil Young's Greendale and ran into the same problem that is being talked about here.

I have spoken to some friends who have agreed to bring over some other DVD-A's to try out on my machine. These friends all have the same player although none of them have or are planning on getting the Neil Young disc. They do not have any problems playing any of the discs in their collections.

Just to note, the disc plays perfectly well in Dolby Digital mode, it's just the Advanced Resolution mode that delivers no sound despite the time running on the display.

I had to change the default setting to DVD-Video for the Audio settings AFTER inserting the disc. If you change it before putting the disc in, the player automatically detects the disc and changes the setting back to DVD-Audio.

Does any of this make sense?

[dabl]

The above link is for the early DVD Recorders, including the DVR-7000 which I owned and upgraded via DVD-RW disc. This "mandatory" upgrade is require to prevent the unit from being damaged by using 4x blank DVD-R discs.

This particular firmware upgrade has nothing to do with the 563A.

:-jon

I posted the link. It's the official Pioneer Service and Support page which lists the 800 number to call for information. You seem to be making an association with *another* link from that page for the DVR-310 software update. I'd agree that has nothing to do with the 563a issue.

--Don

[JonUrban]

Oh, sorry. When I clicked the link, that was what came up. Since I had to do that upgrade, I recognized it!

[bnyhof]

see post below

[bnyhof]

I inquired today whether or not there has been any progress with the firmware upgrade and rfeceived the following reply from Pioneer-

"Thank you for your e-mail. In order to make it compatible with the new releases, there IS a firmware update for the DV-563A-S that addresses these issues. Unfortunately, this firmware is NOT available on CD or DVD-ROM and therefore you need to send your unit (preferable by courier or registered mail where it could be insured) directly to OUR service dept. at the address below. Please note that 2 way shipping charges are not covered by Pioneer, only the firmware upgrade is covered.

Also, please note that, although the firmware upgrade will make this unit compatible with of the Majority of the new DVD-Audio releases but not necessarily ALL new existing releases on the market.

The DV-563A-S DOES convert DSD-1 information to PCM, however it DOES this at 192kHz/24-Bit depth, which makes it transparent (i.e. undistinguishable from the "original")."

Now I'm wondering what problems will still exist after the upgrade.

[kvsawilson]

Please note that 2 way shipping charges are not covered by Pioneer, only the firmware upgrade is covered.

I'm starting to think it's time for a class-action suit. The cost of shipping x the numbers of players sold. Gotta a be a lawyer who would want in on that. They sold a defective product and are trying to make all of us pay to have it upgraded to work as advertised. They hope that if we have to pay for the shipping, then we will all think it not worth it and they won't have to do the upgrades.

KW

[KevinD9052]

I still have the recorded voicemail from "John from Pioneer" clearly stating that although I would be responsible for shipping the player to Ohio, Pioneer would pay the cost of having it shipped back to me. I'm going to use it if or when I send the unit back.

[danzigdan]

Today is 4/22 and I just called Pioneer. The whole call took less than five minutes. They asked me what the problem was, I told them I have a DV-563A and I am having trouble playing certain DVD-Audio discs. His response immediately was "we are aware of the problem and there is a firmware upgrade."

They took my information, serial number, etc. I'm in Buffalo so the unit needs to be sent to Ohio, I pay for the shipping to Ohio and they pay for it coming back.

I'm not thrilled with having to ship it, but at least through the members of this board and others like it, there seems to be a workable solution.

[mshare]

The new 3 year "Additional Firmware Limited Warranty - Home Entertainment DVD Players and Recorders" on the pioneerelectronics.com support page clearly states that "Pioneer will pay for the cost of returning the upgraded DVD Player or Recorder to you within the United States or Canada." Don't let them tell you otherwise!

[BOSSMAN]

For what it's worth for the Canadian contingent here, Pioneer did offer to ship it back to me on their dime after I brought my player in for the update.

[ghent]

Just to update all, I contacted pioneer today 6/8 twice. The first person was remarkably unhelpful and obviously not interested in the problem with the 563. She stated that there is no current plan to provide a fix as in home fix, in the form of cdrom or other. She made it clear that sending the unit in for service was the only way to resolve the problem.The second individual was much more pleasant and helpful but reitterated that there is not now any plan to provide a home firmware update. She stated that they are not taking peoples names and information for the purpose of providing an update. She denied any knowledge of a disk coming from Japan or elsewhere for this purpose. She agreed that it would appear to make sense to provide such a fix and that she would pass my concerns on to management,who she said are not currently interested in doing this! Good luck to us all