I hadn't used my Lexicon RT-20 universal disc player for quite some time and decided to put it back in the system recently. Much to my chagrin there was no sound during regular CD playback, even though the disc was obviously loading and playing, as evidenced by the track and time info on the front panel. I was sure this was a simple setup problem so I fiddled with the setup (without a TV connected as that was impossible where I had it hooked up). I gave up and called Lexicon customer service to ask for help. I was connected to a person in the "Harman Luxury Group" or some such nonsense. The poor guy was having a bad day, with all sorts of snorts, sneezes, sniffles,coughs belches etc. coming over the phone. He didn't seem familiar with the product at all and had no answer, so he took my number and said he would research the problem and call me back. I thanked him and told wished him improved health. A day later he called back with the address of my nearest service center. "So you think it's broken?" I asked. "My nearest service center is about 100 miles away," so I asked him if he was sure a second time. He assured me that he had checked with the Lexicon techs and yes, there was indeed a problem with the player.
Before shipping it off this morning I decided to lug it to a room with a TV and see if there was something in the on screen setup that I had missed using the front panel display. About two levels into the setup menu there is an option for CD Playback, DTS CD or CD, which was of course set to DTS CD, problem solved.
My very first "real" job was in customer service for Mitsubishi, and believe me this NEVER would have happened there. Even the front line phone guys knew the products pretty well, but if we couldn't come up with an answer we had a product specialist that REALLY knew his stuff (George is still there over 20 years later!). If this is how the "Luxury Group" customers get treated, I shudder to think how they treat their regular customers. I know it was my fault for not digging out or downloading a manual, but isn't this what these guys are there for? RANT OVER.
EDIT: If you do need help with a HLG product, I suggest you ask for Kevin, who seems to actually have some solid product knowledge. It seems my guy was actually a Mark Levinson specialist.
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