Hello,
I’m having a problem with a Sony TV and need to seek further advice/assistance.
I purchased a brand new Sony Bravia on November 30 and had it delivered at the start of the new year (about Jan 3). On 2/23 in the evening, my tv came up with a white/pink/green striped screen. None of the buttons would reset it so I turned the TV off and it hasn’t come back on since. That evening, I spent about 45 minutes online with a representative who helped to troubleshoot and submitted a claim online right away. I spoke with Scott from World Wide Tech Services the next day (he called me 2/23 at about 1pm PT) and he said that they’d cancel my appointment because he’s seen this problem many times across all brands with this type of tv, and that once the part comes in, he’d call me back and set up an appointment. At this point, I was aware that I’d wait about a week for service and just accepted that this type of problem happens and waited patiently.
On March 4, I called World Wide Tech Services and they advised that the part was on order and expressed their apologies as they don’t frequently see customers wait this long (I spoke with Scott at about 1:30PT). He gave me the Sony work order number and said they can’t help me until Sony sends out the part and recommended I contact Sony at 800-222-7669.
I called the number and waited for about 10 minutes and spoke with AJ. He did not recognize the work order number so I supplied my phone number. He was able to see that the part was on order but didn’t know how long I’d have to wait. He said he’d transfer me to customer service, but that they don’t have an outside number for me to call them directly.
I was transferred to Jon at Customer Service and he pulled up my information and advised me that the part would deliver on (or about) March 17, would likely arrive at World Wide Tech Services 5 days later (3/24), and from there World Wide Tech Services would contact me to set up a time to replace the TV, which could be anywhere from 2 to 5 business days (so now we’re up to 3/31). And this is the best case scenerio because Jon advised me that my part may not even be on this shipment and I may have to wait longer, and he doesn’t know how frequently the shipments go out or how much longer I’d have to wait. And later on that day, I got a call back from World Wide Tech Services and they said the part won’t ship until April 7.
I wasn’t happy with waiting this long so I sent an email executive carpet bomb out to many Sony executives on Thursday 3/4 and got a call back on Friday 3/5 from John (from the office of the president) and later called back to speak with Adam. He went right to “wait for the part to ship, and we’ll extend your warranty by 6 months” but I told him that this doesn’t address the real issue: that I’d be without a TV from Feb 23 until the start of April. He said he’d check back with his team and call me back on Monday March 8 to advise if they can send a replacement. He didn’t call back until Tuesday and advised that they will wait until 3/16 to see if the part will ship. If it doesn’t ship, they’ll send me a replacement TV (but they’re not yet sure if it will be a refurb – I asked). I also asked for the warranty to be extended for one year, but they could only provide 9 months additional.
Is it normal to wait 5-6 weeks for a tv repair? No one seems to care that I’m not happy about this and all I want is my $1200 TV back!!!
What else should I do???
Thanks so much,
Shawn
[email protected]
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