It's not my place to argue someone else's customer service experience with Oppo, but I must defend the build quality of their products. The products I own are solid, and extremely well made. I have a BDP-83 that is about 10 years old and has never failed me yet. I moved to Oppo after owning countless, Sonys and Samsungs that would breakdown after a year or two like clockwork. I also own a BDP-95, PM-3 Headphones, and HA-2 Headphone Amp. I am eagerly awaiting their next generation players.