On 3/30/02 I bought a Sony 51" HDTV (KP51HW40) financed through Sony Financial Services (no interest/payments until October). An Email said it shipped on 4/01, but website still showed "not yet shipped". Sent an email to inquire status but no response. Called 3 days later, they confirmed it was shipped via their white glove delivery service (setup & check working status).
On 4/17 the set was delivered, 2 men brought it in, plugged it in, had me sign & started to leave. When I asked if they were going to "set it up and make sure it works" they said it wasn't part of their service, but told me to go ahead and turn it on. The display had triple vision (3 overlapping pictures). They told me to read the manual-"it just needs to be adjusted". I called Sony.
What a worthless response system! 20 minutes to get a person who told me that I could 1) accept delivery and contact Sony Support to have it fixed, which she did not recommend, or 2) refuse delivery, which she recommended. So, I refused delivery. When I asked when to expect a replacement TV, she told me that Sony does not exchange and I have to purchase another TV!!! That I could expect a credit within 30 to 60 days after Sony receives the set in their warehouse (in the same 18 days it took to be deliverd).
What company does not replace defective merchandise? SONY!!! Sony does NOT stand behind their merchandise. They wanted me to pay another $2500 through a credit card and patiently wait for credit on the outstanding loan, which is still out there despite the fact that I do not have the TV it was supposed to purchase! Avoid SONY - go HITACHI!!!
Andrea
North Port, Florida
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