Sony
KDL-52XBR5 Panel Failed and Replacement Took Six Weeks

I purchased a Sony KDL-52XBR5 flat screen TV for Christmas. It lasted until August when the picture went out. After calling service a technician was sent about 10 days later. The technician had three more replacement panels in his truck for other broken sets just in my city.

The technician damaged other parts on the inside during the repair. He came back 2 more times, over another 10 day period, failing to repair the set. He finally gave up and recommended that Sony replace it.

After many, many calls to Sony "service" and jumping through a series of bureaucratic hoops they finally agreed to replace it with a "refurbished" set. Refurbished is code for previously broken. Once they decided to send the set they removed themselves from the process.

After spending $3800.00 on a top of the line Sony television, I was without a working television for 6 weeks. All through this long and frustrating process customer "service" continually told me that they could do nothing to help me. I'm sure that these people were following corporate procedures and doing what they were told.

The executives have effectively insulated themselves from the public and have repeated shown that once you purchase the product they will do as little as possible to help if there is a problem.

My advice is to avoid purchasing any Sony electronic products. If you ever have a problem you will literally spend hours on the phone with customer "service" representatives that can't help you.

Company: Sony
Country: USA
State: New York
City: New York
Address: 550 Madison Avenue
Site: sonystyle.com

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