Great story, denjo! I have a similar one...I've posted it before but it bears repeating. My first Oppo player (a '970), which I ordered well over a year ago, arrived damaged...I would have assumed someone stepped on the box (and dented the top case), but the shipping container was fine. Not sure what happened. The unit worked ok but it wasn't something with which I was at all comfortable...wrote an e-mail to Oppo (on a Saturday), and like denjo experienced I got a reply within a few hours (a phone call, mind you), telling me that a replacement was already on the way and that in the new box they would include a pre-paid FedEx label so I could put the damaged player in the box and send it back. Sure enough, I check my e-mail (right after the phone call) and there is a shipping confirmation along with a tracking number. The rep (wish I could recall the name...Roy? Ray?) also mentioned that he would personally inspect the new player and make sure it was in tip-top shape before it left their hands.
2 days later I get the new player, and sure enough, its in perfect shape. Old player goes in the box with the shipping label, and out it goes. New player works great, and I am totally satisfied. Story over? Nope. A few days later the same rep who called me earlier calls back, apologizing profusely for the inconvenience, and making sure I am happy with the new unit...stating at length that what happened to me should not, under any circumstances, ever happen, and that they want me to be happy with my purchase. Well, needless to say...I was already VERY happy, but after that I am SUPER DUPER happy, and will gladly purchase/recommend Oppo products until the cows come home. Please note that I would do so even without the customer service experience (as the player is awesome, especially for the money), but that they went the extra mile (or seven) on top of that makes them aces in my book.
