|
|
Any tips for getting Sony to warranty repair a TV?
I bought a KV30HS420 about 95 days ago, direct from Sony, financed through
Sony. I have been having problems this month with the screen turning blue and then the TV turns itself off. I called Sony today and have been told that they have no record of ever selling me a TV and they won't warranty repair it without a bill of sale (which of course I don't have, I only have an email confirmation of the order). So, unless somebody has some tips they can give me, I am stuck with a boat anchor and a large bill. I am tempted to just not pay them for the TV but the last time I refused a bill on principle it ended up hurting my credit. Any tips are greatly appreciated! Thanks, --Dan |
dg wrote:
I bought a KV30HS420 about 95 days ago, direct from Sony, financed through Sony. I have been having problems this month with the screen turning blue and then the TV turns itself off. I called Sony today and have been told that they have no record of ever selling me a TV and they won't warranty repair it without a bill of sale (which of course I don't have, I only have an email confirmation of the order). So, unless somebody has some tips they can give me, I am stuck with a boat anchor and a large bill. I am tempted to just not pay them for the TV but the last time I refused a bill on principle it ended up hurting my credit. Do you have the warranty card that came with the TV and the credit card bill that has a charge from Sony on it? In most states that is all that is required to get warranty service. That e-mail confirmation as well as proof of shipping will probably be enough. If they insist that you didn't buy a TV from them and they therefore don't owe you warranty service, write them a nice letter saying that you would like to understand why you owe them any money. The fact that they are billing you is pretty good proof of purchase. If they don't bend, take it up with your state's consumer affairs division or Attorney General's office. Good luck. Matthew |
"Matthew L. Martin" wrote in message
... Do you have the warranty card that came with the TV and the credit card bill that has a charge from Sony on it? In most states that is all that is required to get warranty service. That e-mail confirmation as well as proof of shipping will probably be enough. If they insist that you didn't buy a TV from them and they therefore don't owe you warranty service, write them a nice letter saying that you would like to understand why you owe them any money. The fact that they are billing you is pretty good proof of purchase. If they don't bend, take it up with your state's consumer affairs division or Attorney General's office. Good luck. Matthew I have the warranty paper that lists coverage and such, but I mailed in the warranty registration card that came with the TV. It is almost comical how hard they are trying to not warranty this TV. I won't give up, but I am pretty sure I can kiss the 90 day parts and labor warranty goodbye. I will have to settle for the parts only warranty. ****ing *******s, I won't be buying a Sony TV again. Funny, I figured Sony would be one of the best if it came to a warranty issue. --Dan |
"dg" wrote I have the warranty paper that lists coverage and such, but I mailed in the warranty registration card that came with the TV. It is almost comical how hard they are trying to not warranty this TV. I won't give up, but I am pretty sure I can kiss the 90 day parts and labor warranty goodbye. I will have to settle for the parts only warranty. ****ing *******s, I won't be buying a Sony TV again. Funny, I figured Sony would be one of the best if it came to a warranty issue. Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin |
On Mon, 25 Oct 2004 19:22:19 +0000, dg wrote:
"Matthew L. Martin" wrote in message ... Do you have the warranty card that came with the TV and the credit card bill that has a charge from Sony on it? In most states that is all that is required to get warranty service. That e-mail confirmation as well as proof of shipping will probably be enough. If they insist that you didn't buy a TV from them and they therefore don't owe you warranty service, write them a nice letter saying that you would like to understand why you owe them any money. The fact that they are billing you is pretty good proof of purchase. If they don't bend, take it up with your state's consumer affairs division or Attorney General's office. Good luck. Matthew I have the warranty paper that lists coverage and such, but I mailed in the warranty registration card that came with the TV. It is almost comical how hard they are trying to not warranty this TV. I won't give up, but I am pretty sure I can kiss the 90 day parts and labor warranty goodbye. I will have to settle for the parts only warranty. ****ing *******s, I won't be buying a Sony TV again. Funny, I figured Sony would be one of the best if it came to a warranty issue. --Dan I've bought my last Sony also. I purchased the Sony 50" LCD projection TV at the end of June. It died on Friday, the day before the world series. I bought the Best Buy 4 year warranty so I'm covered. However they aren't showing up until Thursday by which time the series will be over. I'm going to be 136 before the Red Sox have another chance to win the series so I'm really ****ed. |
I bought it straight from the Sony website, http://www.sonystyle.com They
had (still have) a deal going, 6 months 0 interest, no payments for 6 months, I took the bait and financed through Sony. I have the order #, I have the tracking number, I have everything I could possibly have EXCEPT an actual paper bill of sale which customer support says should have been included in the packing list on the box the TV came in. Sony customer support will accept nothing else as proof of purchase. Yeah, it would seem like there is more to this story but there is not. I have contacted (emailed) Sony Financial Services to see what they have to say about this, because they send me a bill each month, they MUST know I bought a TV through them. No reply yet, I sent the email a couple hours ago. Meanwhile, my chances at getting them to honor the 90 day parts and labor warranty are slipping away.........I have a feeling they want to make SURE by the time I get warranty coverage, its well past the 90 days. --Dan "Mack McKinnon" wrote in message ... Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin |
On Mon, 25 Oct 2004 21:47:33 GMT, "dg" wrote:
I bought it straight from the Sony website, http://www.sonystyle.com They had (still have) a deal going, 6 months 0 interest, no payments for 6 months, I took the bait and financed through Sony. I have the order #, I have the tracking number, I have everything I could possibly have EXCEPT an actual paper bill of sale which customer support says should have been included in the packing list on the box the TV came in. Sony customer support will accept nothing else as proof of purchase. Yeah, it would seem like there is more to this story but there is not. I have contacted (emailed) Sony Financial Services to see what they have to say about this, because they send me a bill each month, they MUST know I bought a TV through them. No reply yet, I sent the email a couple hours ago. Meanwhile, my chances at getting them to honor the 90 day parts and labor warranty are slipping away.........I have a feeling they want to make SURE by the time I get warranty coverage, its well past the 90 days. File a claim in small claims court right away. Also have your attorney send them a letter. Thumper --Dan "Mack McKinnon" wrote in message ... Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin To reply drop XYZ in address |
Here is an update,
I called the SALES people at SonyStyle.com and told them my story. The lady I spoke with looked up my name, asked if my address was correct, and told me that if I didn't want to deal with the customer support people on the phone anymore that I could just go to my nearest authorized Sony dealer and they could send the TV to the manufacturer for repair. Not an ideal situation, but I guess I'll take what I can get. Now I just need to find out if anybody local is an authorized sony dealer. --Dan "Thumper" wrote in message ... On Mon, 25 Oct 2004 21:47:33 GMT, "dg" wrote: I bought it straight from the Sony website, http://www.sonystyle.com They had (still have) a deal going, 6 months 0 interest, no payments for 6 months, I took the bait and financed through Sony. I have the order #, I have the tracking number, I have everything I could possibly have EXCEPT an actual paper bill of sale which customer support says should have been included in the packing list on the box the TV came in. Sony customer support will accept nothing else as proof of purchase. Yeah, it would seem like there is more to this story but there is not. I have contacted (emailed) Sony Financial Services to see what they have to say about this, because they send me a bill each month, they MUST know I bought a TV through them. No reply yet, I sent the email a couple hours ago. Meanwhile, my chances at getting them to honor the 90 day parts and labor warranty are slipping away.........I have a feeling they want to make SURE by the time I get warranty coverage, its well past the 90 days. File a claim in small claims court right away. Also have your attorney send them a letter. Thumper --Dan "Mack McKinnon" wrote in message ... Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin To reply drop XYZ in address |
On Mon, 25 Oct 2004 22:30:00 GMT, "dg" wrote:
Here is an update, I called the SALES people at SonyStyle.com and told them my story. The lady I spoke with looked up my name, asked if my address was correct, and told me that if I didn't want to deal with the customer support people on the phone anymore that I could just go to my nearest authorized Sony dealer and they could send the TV to the manufacturer for repair. Not an ideal situation, but I guess I'll take what I can get. Now I just need to find out if anybody local is an authorized sony dealer. Just make sure you get proof that you dropped-off the TV with them... "What TV?" |
OK, if this were me, I would call someone at Sony and talk to them
personally. I would not be confrontational, but rather take the position that I was trapped into an impossible situation because either the necessary paper got left out or somehow got mixed up with the packing and really needed help. Of course, point out all the other paperwork you have absolutely proving where you bought the set but do it in a non-challenging way. The key would be to have someone empathize with your plight and go to bat for you. You are more likely to make this happen via phone than email, which is too impersonal. mack austin "dg" wrote in message m... I bought it straight from the Sony website, http://www.sonystyle.com They had (still have) a deal going, 6 months 0 interest, no payments for 6 months, I took the bait and financed through Sony. I have the order #, I have the tracking number, I have everything I could possibly have EXCEPT an actual paper bill of sale which customer support says should have been included in the packing list on the box the TV came in. Sony customer support will accept nothing else as proof of purchase. Yeah, it would seem like there is more to this story but there is not. I have contacted (emailed) Sony Financial Services to see what they have to say about this, because they send me a bill each month, they MUST know I bought a TV through them. No reply yet, I sent the email a couple hours ago. Meanwhile, my chances at getting them to honor the 90 day parts and labor warranty are slipping away.........I have a feeling they want to make SURE by the time I get warranty coverage, its well past the 90 days. --Dan "Mack McKinnon" wrote in message ... Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin |
In the end, you will have a lot more fun taking any Sony products
you have out into the yard and smashing them up with a baseball bat than you will trying to get support from sony. Sony is one of only two companies that have made it to my lifetime, "I'll never buy anything else from you no matter how good it is" list (mainly due to my support experience with them :-). |
In alt.tv.tech.hdtv, dg wrote:
I called Sony today and have been told that they have no record of ever selling me a TV and they won't warranty repair it without a bill of sale (which of course I don't have, I only have an email confirmation of the order). So, unless somebody has some tips they can give me, I am stuck with a boat anchor and a large bill. I am tempted to just not pay them for the TV but the last time I refused a bill on principle it ended up hurting my credit. I have had horrible times with Sony's customer service and warranty repairs. I am at the point where I will no longer buy any Sony product. Since they would do NOTHING for me over a lousy $199 PDA, I have purchased a Panasonic HDTV, a Panasonic DVD player, two Apple iPods and numerous other non-Sony devices. IMO, Sony has very good engineers, even better marketing, and lousy customer service. -- ....I'm an air-conditioned gypsy... - The Who |
In alt.tv.tech.hdtv, General Schvantzkoph wrote:
I've bought my last Sony also. Me too. Sony customer service is horrible. -- ....I'm an air-conditioned gypsy... - The Who |
In alt.tv.tech.hdtv, Mack McKinnon wrote:
OK, if this were me, I would call someone at Sony and talk to them personally. I would not be confrontational, but rather take the position that I was trapped into an impossible situation because either the necessary paper got left out or somehow got mixed up with the packing and really needed help. Of course, point out all the other paperwork you have absolutely proving where you bought the set but do it in a non-challenging way. The key would be to have someone empathize with your plight and go to bat for you. You are more likely to make this happen via phone than email, which is too impersonal. This plan usually works, but not at Sony. I went up and up the chain of command, and every person who was higher up was a worse jerk than the one before. I ended up speaking with the VP in charge of customer service, who was the biggest jerk of all. What was most interesting was that he used phrases that had been parroted by his underlings. My impression was that to get ahead in Sony customer service, you needed to kiss up to your boss, and to act exactly like he does. And the big boss is a total jerk. I wrote a letter to the President of Sony USA explaining the problems I had experienced. I got no reply whatsoever. I expected my letter to be shuffled off to some underling who would send me a nice form letter cooing about how sorry they were and how they hoped I'd still be a loyal Sony customer. But I got nothing. They don't care. I will never again buy a Sony product. There are plenty of other companies that make good products. -- ....I'm an air-conditioned gypsy... - The Who |
In alt.tv.tech.hdtv, Thomas A. Horsley wrote:
In the end, you will have a lot more fun taking any Sony products you have out into the yard and smashing them up with a baseball bat than you will trying to get support from sony. Sony is one of only two companies that have made it to my lifetime, "I'll never buy anything else from you no matter how good it is" list (mainly due to my support experience with them :-). Who is the other? -- ....I'm an air-conditioned gypsy... - The Who |
Yeah, they'll be thrilled to handle the **** work for a set you bought on
line. "dg" wrote in message m... Here is an update, I called the SALES people at SonyStyle.com and told them my story. The lady I spoke with looked up my name, asked if my address was correct, and told me that if I didn't want to deal with the customer support people on the phone anymore that I could just go to my nearest authorized Sony dealer and they could send the TV to the manufacturer for repair. Not an ideal situation, but I guess I'll take what I can get. Now I just need to find out if anybody local is an authorized sony dealer. --Dan "Thumper" wrote in message ... On Mon, 25 Oct 2004 21:47:33 GMT, "dg" wrote: I bought it straight from the Sony website, http://www.sonystyle.com They had (still have) a deal going, 6 months 0 interest, no payments for 6 months, I took the bait and financed through Sony. I have the order #, I have the tracking number, I have everything I could possibly have EXCEPT an actual paper bill of sale which customer support says should have been included in the packing list on the box the TV came in. Sony customer support will accept nothing else as proof of purchase. Yeah, it would seem like there is more to this story but there is not. I have contacted (emailed) Sony Financial Services to see what they have to say about this, because they send me a bill each month, they MUST know I bought a TV through them. No reply yet, I sent the email a couple hours ago. Meanwhile, my chances at getting them to honor the 90 day parts and labor warranty are slipping away.........I have a feeling they want to make SURE by the time I get warranty coverage, its well past the 90 days. File a claim in small claims court right away. Also have your attorney send them a letter. Thumper --Dan "Mack McKinnon" wrote in message ... Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin To reply drop XYZ in address |
Guess it's all in how you ask.
I bought a refurb'd sony vaio desktop and a week later the power supply went out. They had me an on-site service repair man with a new supply in hand in TWO days!!! Absolutely the best service I've ever gotten from anyone!! Remember, this was a refurb!! wrote in message ... In alt.tv.tech.hdtv, dg wrote: I called Sony today and have been told that they have no record of ever selling me a TV and they won't warranty repair it without a bill of sale (which of course I don't have, I only have an email confirmation of the order). So, unless somebody has some tips they can give me, I am stuck with a boat anchor and a large bill. I am tempted to just not pay them for the TV but the last time I refused a bill on principle it ended up hurting my credit. I have had horrible times with Sony's customer service and warranty repairs. I am at the point where I will no longer buy any Sony product. Since they would do NOTHING for me over a lousy $199 PDA, I have purchased a Panasonic HDTV, a Panasonic DVD player, two Apple iPods and numerous other non-Sony devices. IMO, Sony has very good engineers, even better marketing, and lousy customer service. -- ...I'm an air-conditioned gypsy... - The Who |
curmudgeon wrote: Yeah, they'll be thrilled to handle the **** work for a set you bought on line. For warrantee work do you think that they're paid less if the set was purchased from another dealer? |
Yep, thats exactly the impression I got when I stopped by my local Sony
dealer. They said no way, they don't handle ANY service related issues. Even if I bought the set from them, they said they do not handle service. I asked what other brands would have better warranty service, they said all are about the same, and I just need to call every day and eventually I will get service. I called Sony customer service again a few times and eventually I spoke with a woman who said they had updated my event # to have a service person contact me. If I don't hear from them, call back and check the status. I will keep on them every day. --Dan "curmudgeon" wrote in message . .. Yeah, they'll be thrilled to handle the **** work for a set you bought on line. "dg" wrote in message m... Here is an update, I called the SALES people at SonyStyle.com and told them my story. The lady I spoke with looked up my name, asked if my address was correct, and told me that if I didn't want to deal with the customer support people on the phone anymore that I could just go to my nearest authorized Sony dealer and they could send the TV to the manufacturer for repair. Not an ideal situation, but I guess I'll take what I can get. Now I just need to find out if anybody local is an authorized sony dealer. --Dan "Thumper" wrote in message ... On Mon, 25 Oct 2004 21:47:33 GMT, "dg" wrote: I bought it straight from the Sony website, http://www.sonystyle.com They had (still have) a deal going, 6 months 0 interest, no payments for 6 months, I took the bait and financed through Sony. I have the order #, I have the tracking number, I have everything I could possibly have EXCEPT an actual paper bill of sale which customer support says should have been included in the packing list on the box the TV came in. Sony customer support will accept nothing else as proof of purchase. Yeah, it would seem like there is more to this story but there is not. I have contacted (emailed) Sony Financial Services to see what they have to say about this, because they send me a bill each month, they MUST know I bought a TV through them. No reply yet, I sent the email a couple hours ago. Meanwhile, my chances at getting them to honor the 90 day parts and labor warranty are slipping away.........I have a feeling they want to make SURE by the time I get warranty coverage, its well past the 90 days. File a claim in small claims court right away. Also have your attorney send them a letter. Thumper --Dan "Mack McKinnon" wrote in message ... Whom did you buy this TV from? Directly from Sony, via their website? Or from someone else? I have a feeling there is more to this. mack austin To reply drop XYZ in address |
... Sony is one
of only two companies that have made it to my lifetime, "I'll never buy anything else from you no matter how good it is" list (mainly due to my support experience with them :-). Who is the other? Intuit for their foisting of untested "activation" software on unsuspecting beta testers (i.e. otherwise know as "former customers") in Turbo Tax. The year they did that, I installed Turbo Tax, activated it, did my taxes, submitted my electronic tax forms, then when I came back to the very same computer the very next day to see if my forms had been accepted, Turbo Tax told me I hadn't activated the software (and naturally when I tried to activate again it told me it had already been activated on another computer and I must be a software thief :-). -- == The *Best* political site URL:http://www.vote-smart.org/ ==+ email: icbm: Delray Beach, FL | URL:http://home.att.net/~Tom.Horsley Free Software and Politics ==+ |
"dg" wrote in message om... Yep, thats exactly the impression I got when I stopped by my local Sony dealer. They said no way, they don't handle ANY service related issues. Even if I bought the set from them, they said they do not handle service. But there is a local TV repair outfit in your city that handles SONY warranty work. Here in Austin, there are at least two, one north and one south. I would think you could get the name(s) of your local warranty service provider from a Sony TV dealer, then go there directly and see what they say. mack austin |
In article ,
"Matthew L. Martin" wrote: dg wrote: I bought a KV30HS420 about 95 days ago, direct from Sony, financed through Sony. I have been having problems this month with the screen turning blue and then the TV turns itself off. I called Sony today and have been told that they have no record of ever selling me a TV and they won't warranty repair it without a bill of sale (which of course I don't have, I only have an email confirmation of the order). So, unless somebody has some tips they can give me, I am stuck with a boat anchor and a large bill. I am tempted to just not pay them for the TV but the last time I refused a bill on principle it ended up hurting my credit. Do you have the warranty card that came with the TV and the credit card bill that has a charge from Sony on it? In most states that is all that is required to get warranty service. That e-mail confirmation as well as proof of shipping will probably be enough. If they insist that you didn't buy a TV from them and they therefore don't owe you warranty service, write them a nice letter saying that you would like to understand why you owe them any money. The fact that they are billing you is pretty good proof of purchase. If they don't bend, take it up with your state's consumer affairs division or Attorney General's office. Good luck. Matthew First of all, Sony's warranty is 1 year parts, 90 days labor. So you may be out of luck. On XBRs, especially over 30 inches (I think all XBRs are like that), they have 2 years parts and labor and in-home service. If you used a gold credit card, you would have the 90 day warranty extended to 1 year. If you have the CC statement and receipt, you should be able to go to your CC company. |
|
In article ,
"dg" wrote: Yep, thats exactly the impression I got when I stopped by my local Sony dealer. They said no way, they don't handle ANY service related issues. Even if I bought the set from them, they said they do not handle service. I asked what other brands would have better warranty service, they said all are about the same, and I just need to call every day and eventually I will get service. Well if a Sony authorized center gets reimbursed from Sony for warranty repair, assuming they honor the warranty, then they should have no probs. There are shops which do nothing but repair. May be best to look for one of those which are authorized Sony repair shops. The chain stores will not be eager to help you since you didn't buy from them and since they have their own extended warranty programs they're trying to sell. |
In alt.tv.tech.hdtv, poldy wrote:
In article , wrote: I will never again buy a Sony product. There are plenty of other companies that make good products. Kind of inflexible isn't that? I can't argue with that. It is a totally inflexible stance. And it would represent a case of biting off my nose to spite my face, if Sony's offerings were unique. But so far, I've done fine with my Panasonic HDTV, my Palm PDA, my Canon digital camera and my HP laptop. Each of them were bought after Sony screwed me over a $200 Clie. I used to really like Sony's products, and I still think they have great engineers. They still innovate a lot. Yes they do. But they also use proprietary formats, which is bad for consumers. I mean in Consumer Reports, Matsu****a products (Panasonic, Magnavox) have the best reliability. But those products are not always the best in a given category. I say that as the owner of a Pansonic analog TV and a Sony XBR HDTV. I don't really trust CR, but that is a differnt topic. If ever Sony has a product that I feel is unmatched anywhere, I might take a chance with them again. I haven't run into that situation yet, however. I find other products that are competative with Sony, and I buy them instead. -- ....I'm an air-conditioned gypsy... - The Who |
If anybody cares, here is another update. The last 2 days I have done
nothing as far as hassling sony about warranty replacing my TV. I was last told on Monday evening that Sony would be contacting me about servicing my TV. Im about 3 or 4 hours into this process as far as phone time goes. Today I called the 800 number and talked to 2 people. The 2nd person again told me that somebody would be contacting me with local servicing information, she also said that Sony would be paying for the complete repair. Meanwhile, I am still watching my old crappy 19" TV. Lately tons of stuff has been going wrong and I am feeling quite lucky to even have this 19" TV to fall back on (that sounds bad, as if TV is necessary for life to go on). If this repair works out well, I may consider Sony again in the future. That is, IF there is a product that is so awesome I must have it. --Dan "dg" wrote in message om... I bought a KV30HS420 about 95 days ago, direct from Sony, financed through Sony. I have been having problems this month with the screen turning blue and then the TV turns itself off. I called Sony today and have been told that they have no record of ever selling me a TV and they won't warranty repair it without a bill of sale (which of course I don't have, I only have an email confirmation of the order). So, unless somebody has some tips they can give me, I am stuck with a boat anchor and a large bill. I am tempted to just not pay them for the TV but the last time I refused a bill on principle it ended up hurting my credit. Any tips are greatly appreciated! Thanks, --Dan |
| All times are GMT +1. The time now is 06:24 AM. |
Powered by vBulletin® Version 3.6.4
Copyright ©2000 - 2021, Jelsoft Enterprises Ltd.
HomeCinemaBanter.com