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Agoraquest • View topic - Frustration getting a simple answer from Sony chat support.

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View topic - Frustration getting a simple answer from Sony chat support.

Frustration getting a simple answer from Sony chat support.

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by johnbpiii » Tue Dec 30, 2008 12:21 pm

I am having a hard time finding the cd-rom part number on my dcr-dvd405.
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Rocky_> <MSG id=63265490 dtype="msg" from="Rocky_" time="12/30/2008 12:18:48 PM">Hi John. Welcome to Sony Online Support. I'm Rocky. Please allow me a moment to review your concern.</MSG>
Rocky_> <MSG id=63265877 dtype="msg" from="Rocky_" time="12/30/2008 12:22:22 PM">Thank you for waiting, John. I'm sorry for the inconvenience you've experienced in finding the CD-ROM part number. I'll be glad to assist you with this.</MSG>
Rocky_> <MSG id=63265922 dtype="msg" from="Rocky_" time="12/30/2008 12:22:42 PM">John, the CD-ROM part # is located at the back side of the CD Cover.</MSG>
John> inside?
Rocky_> <MSG id=63266158 dtype="msg" from="Rocky_" time="12/30/2008 12:25:01 PM">John, it is located on the back side of the CD Cover.</MSG>
John> on the camera?
Rocky_> <MSG id=63266349 dtype="msg" from="Rocky_" time="12/30/2008 12:27:24 PM">John, the CD-ROM part is located at the back side of the Supplied CD Cover.</MSG>
John> It is not on the back side of the cd cover of the camera. Do you mean it is on the cover that the driver cd came in? If not I do not have that.
Rocky_> <MSG id=63266532 dtype="msg" from="Rocky_" time="12/30/2008 12:29:49 PM">Yes, that's correct.</MSG>
John> I do not have the case the disk came in. If I give you the serial number is it possible to get the cd rom part number?
Rocky_> <MSG id=63266923 dtype="msg" from="Rocky_" time="12/30/2008 12:34:10 PM">I'm sorry, then you need to purchase the Software CD from our Sony Direct Accessories and Parts Center.</MSG>
John> To get the cdrom part number of my camera? That makes no sense. I just need the part number to download the Picture Motion Browser for Vista.
Rocky_> <MSG id=63267126 dtype="msg" from="Rocky_" time="12/30/2008 12:36:39 PM">Are you trying to transfer the videos to the Computer?</MSG>
John> Yes.
Rocky_> <MSG id=63267280 dtype="msg" from="Rocky_" time="12/30/2008 12:38:20 PM">Have you finalized the disc in the Camcorder?</MSG>
John> No. I used to use the Picture Package software with XP but now have Vista. I never had to finalize the disk and could transfer the file. Vista requires the new software which requires the cdrom part number to download.
Rocky_> <MSG id=63267723 dtype="msg" from="Rocky_" time="12/30/2008 12:43:51 PM">Please finalize the disc in the Camcorder and then insert it into the DVD Drive of the Computer and then copy/paste the videos to the Computer.</MSG>
John> So there is no way to get the cdrom part number so I can download the software if I give you the serial number?
Rocky_> <MSG id=63267950 dtype="msg" from="Rocky_" time="12/30/2008 12:46:20 PM">I'm sorry, the CD ROM part number is only available on the back side of the Supplied CD.</MSG>
John> You have not been very helpful. Again Sony support is a let down. The fact that you cannot look up a part number with a serial number is just not acceptable.
Rocky_> <MSG id=63268179 dtype="msg" from="Rocky_" time="12/30/2008 12:49:32 PM">John, I'm really sorry for the difficulties that you are experiencing as the Software CD is lost.</MSG>
Jo hn> The cd is not lost. I just don't have the case.
Rocky_> <MSG id=63268354 dtype="msg" from="Rocky_" time="12/30/2008 12:51:59 PM">John, the CD part # is 266675301 .</MSG>
John> Thank you.
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by Toli » Tue Dec 30, 2008 1:05 pm


Next time you have a similar issue with a Sony part number, try the Sony DAPC. You just put in the model number and it will show part numbers and prices.

I am not saying that it's entirely their fault, but front line support can be so frustrating sometimes.


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by claudio » Tue Dec 30, 2008 1:13 pm

Hi Johnbpii,

The website that Toli links to is the best place to start in terms of find Sony parts.

For example:
Picture package software version 1.8.1 for DVD Handycam  

Currently In Stock: Yes  
Unit Price (in USD): $29.95

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