My elderly Mom and Stepfather (ages 72 and 82) purchased a TV from Rex, Lee Hwy, Bristol Va. On May 30. They purchased a TV that was a display model, which in my opinion, they should not have done, but they did. As of 3 days ago, the TV is not working because the Lamp in the TV has to be replaced.
Here is the problem: it was a Sony which we now know, has a lamp that has to be replaced at 8,000 - 10,000 hours of TV useage. Therefore, with this TV being a display model, of course it was left on probably 24/7 and ran on high definition. The salesperson did not convey that this type of TV required the lamp to be replaced at certain times of useage nor did he tell them the hours the TV had been left on (because he probably has no idea himself).
The TV has been home approximately 3 weeks when I get a call from my Mom that it cuts off. I go to her house and confirm the lamp needed to be replaced (becuase the lamp light was blinking and this is what the manual states is the problem).
I contacted Rex and told them the problem and I asked when they sold a display model to this elderly couple why they did not tell them about a lamp having to be replaced after so many hours. I also pointed out, you knew it has been on probably 24/7 and alot of hours of useage accumulated, therefore, you knew this would occur, why was this not pointed out at time of purchase.
Also, Rex did not offer them any type of discount with it being a display model. They only received a deduction of $100 because of a scratch and my Mom pointed out the scratch and she told the sales person she thought it should be reduced because of the scratch.
After I contacted the store, they told me I would have to contact Sony to get a replacement part. I asked during this time, could they at least loan a TV to them since they were inconvenienced and had only had the TV for 3 weeks. I also pointed out I felt they should have told them about the lamp and the hours used and how it would have to be replaced. I told them I felt they had taken adavantage of them because they were older.
They informed me they would not loan them a TV and I would have to contact Sony.
I did contact Sony and they referred me to a local repair person who has to order the part and the part is under warranty. It will take 2-3 days for the part to come in and it will be several days before he can install the part, due to how busy he is. Overall, my parents will be inconvenienced for at least 10 days.
I think this is unacceptable! Again, this is a situation where an elederly couple was taken advantage of. What has happened to good customer service? After you make a purchase the store doesn't care anymore if anything goes wrong.
I would like to state that Sony customer service was very understanding and cooperative and stood behind the replacement part. Also, the repair person was great and said he would try his best to get the TV repaired as soon as possible. He said he hated they were being inconvenienced.
Rex store never said I am sorry this happened or for the inconvenience. They simply said we cannot provide a loaner TV and you will need to contact Sony.
KC
unknown
U.S.A.
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