NEW YORK, NEW YORK -- I purchased a television on 7/30/08 and on Sunday, November 8, 2009 I was no longer able to view my television. The screen is barely visible and ¾ of the screen is covered with a white film. I have been and continue to be a big supporter of Sony product because of the quality and reputation. I purchased my television at approximately $800.00 over a year ago and would not have expected a Sony brand product to malfunction the way it has and for Sony to turn their back on a loyal customer and someone that made a purchase in good faith.
The authorized Sony repair person after evaluating the model mentioned that the problem was the LCD panel and that to replace it would be more costly than the product itself. After checking on the cost to replace he was informed that the part was no longer available. Sony is refusing to replace the product because it is 2 months past the one year warranty, even though the part to fix is no longer available.
Purchased this 46" LCD TV from my local Sam's Club in Nov. 2007 and paid right at $1800 for the TV. About 8 months ago I started having problems with the screen having an overlapping effect when the TV was turned on. I called Customer Relations and they had me go through a series of steps to see if it would fix the problem which it did not. They advised me to take it in and have it looked at. Problem is, the closest authorized repair shop is 50 miles away so I put up with the poor image until 2 weeks ago I couldn't take it anymore.
I called Customer Relations again and they once again offered little help. Said for me to take it in so I did. I drove over 100 miles roundtrip and then waited 5 days to find that my LCD panel was bad as well as the FB1 board needed to be replaced. Total cost $1868.77. I called Sony and since the warranty was only for 1.5 years and my TV was 2.5 years old, they would not pay for the parts. BUT they did offer to sell me a new TV for a reduced price of $925 for the KDL46EX700 (this TV at Sam's is $1297.00) or $1100 for the KDL46NX700.
I find this absolutely ridiculous that Sony will NOT do more to stand behind their product; a very EXPENSIVE product. Then to insult me with an offer to sell me a new TV for a reduced price (a savings of $372... what a JOKE). I expect a TV to last about 7 years. If I paid $1800 for this TV 2.5 years ago then I only received about $642 worth of viewing enjoyment out of it which means I'm out about $1158 from my purchase price. I am VERY disappointed and dissatisfied with Sony and at this point will NEVER buy another Sony product again.
This one was heartbreaking, as I have been a loyal Sony customer for years. But now they've lost me as a customer. I bought a Sony HDTV through their website, ordering on 11/29/04 and receiving the unit on 12/8/04. On 12/31/04, the unit did not start up properly. Through a phone call to customer support, we were able to fix the problem by unplugging the unit, waiting a minute, then replugging. The 'reset' function on the remote did not work. The customer service rep stated that if this problem persisted, I should call back and we could work out a return or a repair.
The problem repeated itself a couple times in the subsequent week. On 1/5/05, I called and Sony said that I could try to get the unit repaired. On 1/6/05, I called a local repair shop and was told that, due to the nature of the repair, they would have to take the unit to their shop and hold it for approximately 2-4 weeks.
Given this amount of time, I called Sony back and pursued exchanging the defective unit for a new one. Sony responded that their policy (which IS published on their website) is that they'll accept returns up to 30 days after they ship the product, which for me was 22 days after receiving the product. Since my unit started failing on Day 23, I pleaded my case, and was finally granted the option to return the unit, receive a full credit, have Sony handle the return shipping expense, and then pursue a replacement unit on my own.
After going back to work for a few minutes, I called back to arrange this. Unfortunately, I did not reach the same person who I spoke within the morning. Instead, I spoke with a man (last name: **) and had to start from square one... explaining the nature of the problem, stating my order number, etc. The first response from this representative was "Why did you wait so long to call for service?" I explained the problem first showed up on 12/31 and that I called on 12/31.
He hemmed and hawed, and finally came back with a return number that *I* could used to call a shipping service and arrange for the return myself. I stated that an agent told me earlier that Sony would handle this. He said that was wrong, they would not do this. So I asked for a manager.
Now it gets real good. The agent tells me there are no supervisors. (I'd like to work there :)). I told him that, earlier this same day, I was elevated to a supervisor on a call with a different agent. He said that did not happen. It did. I told him so. He continually refused to elevate my call to a supervisor, including, at one point, *pretending* to see if he could locate a supervisor, then coming back on the phone and sarcastically saying that there were no supervisors on site this day. I was enraged, he told me that he didn't want to be talked to like that, and I ended the call.
I called back to the SAME number immediately and got a different agent (of course, after another 10 minute wait up front). This agent told me that the determining date was Sony's ship date (11/30) and that I could not return the product. I told him that I had already arranged for that earlier and wanted to follow through on that. I even offered to give him my case reference number, but he *refused* to accept it. His response was more civil than the previous reps', but he still claimed that I would have to pay for the return shipping myself.
After some time to vent, I called back again, and asked to get passed along to a supervisor. Wouldn't you know it... they DO have supervisors at Sony Customer Service. ** took my call and explained that I had earlier spoken with someone at Sony Style customer service. Apparently, I landed somewhere else in the morning, when the rep told me Sony would arrange the return. ** tried to pass me through to the other customer service line, but the call got disconnected in the process. I called right back... this call never got through to a rep before it got disconnected.
FINALLY, I called back, waited another 10 minutes up front, and got a hold of a rep named **, who put me on hold, probably went to speak with someone who knew what they were doing, and fulfilled the promise I had received four hours earlier. Sony will accept the return and will pay for the transportation.
To recap, a unit that I had for 23 days failed, and has failed repeatedly in the six days that have followed. I received different answers from different people upon dialling the SAME customer support toll-free number at different points during the day. Two agents refused to accept the case number that had been established on my first call on 12/31. The lowlight of the experience was when my integrity was questioned, and when I received a sarcastic response from the rep who allegedly tried to reach a supervisor, only to have none available.
I'm loyal... it takes a lot to turn me off from a company. This experience, however, went WAY beyond what it will take to turn me away from Sony. When the time comes to replace my DVD player, VCR, Surround Sound system, speakers, and my second TV in the house, the Sony models that are in place now will be removed, and competitive models will take their place.
Sony KDL46V3000 has a design flaw? I believe there is a design flaw with this TV. The manual controls for the TV are located on the top center preventing proper heat ventilation for the LCD panel and tcon pcb circuit board directly under it. This is the likely cause of a heat related LCD failure. Sony LCD TVs are essentially Samsung or Sharp LCD TVs.
Did you folks know that Sony LCD TVs are actually made with either Sharp or Samsung LCD panels? I found this out when my Sony KDL46V3000 LCD TV panel failed at 18 months and out of warranty. I checked to see if just replacing the TCON pcb at about $49, would fix the single vertical red line problem in the middle of my display. I noted the part number for both the TCON pcb and the LCD panel was a Samsung part number. It turns out they must be replaced together, and the LCD panel costs more than the TV is worth.
I paid a premium for the Sony brand name believing it to be more durable than Samsung or Sharp. Therefore it would seem that the smarter purchase for this Joe consumer would have been to buy the Samsung or Sharp and use the Sony premium difference to pay for the extended warranty. It turns out there is a pretty high failure rate in LCD panels, and they are not repairable.
It is amazing to me that a company like Sony, who used to be the standard of excellence, has gotten so low in quality that is going to end up out of the market. I spent over 7 thousand dollars for a TV set five years ago. Meaning that is no up date and does not have the latest technological advances. The machine broke and the quoted repair is $4,5000.00. Of course is out of warranty. But this is my notification that from this day on I will not buy nor recommend anything produced by this company. It is time for us the consumers to take charge. Don't buy Sony products.
DANVILLE, KENTUCKY -- We purchased A Sony Wega TV for 2600.00 in 06 (LCD) with a 3 year warranty service from Sears. Terrible picture quality, many repairs, 2 LAMPS bulb, light engine, AUDIO. MY ADVICE.... buy cheap. Sony does not stand behind their product, Sears will come out and fix, and fix and fix but will not replace.
Lesson to pass on: if your TV has any problems call and get tech out to see about problem don't live with it. It takes 4 replace calls before they will replace any product, even if they spend more on parts. Don't buy Sony! Don't buy from Sears.
We received this LCD Television as an anniversary gift from our son and during the set-up of the television my husband tapped the screen. Now there is a “spider” on the screen and it does not work. I called Sony and had the referred repair company (Killarney TV Centre) visit my home to view the television. The repairman said the screen is broken and the cost of repair is greater than the purchase price.
I am very disappointed in the quality of this particular television that it cannot accept a simple “tap” and it is destroyed. We have five televisions in our home and have never had a problem like this. The customer service representative suggested Sony would consider some form of reimbursement based on the circumstances. I am forwarding a copy of the sales order (The Brick) and the work order (Killarney TV) for your information. The price of the television was a special at the time and it is now available for $1,600 (on sale) in the Edmonton area.
Thank you for your attention to this matter. Following this their representative offered us a new television for $1200 while we paid $1100. What a deal!!! The television never even worked and this is the best they can offer!!!
RIDGE, NEW YORK -- Sony TVs cost a lot of money and when they fail they cost even more. We purchased a Sony 55" LCD TV for $2200.00+ extras, and 2 yrs later the B Block is bad. 800.00 to 1000.00 more to repair the problem. I must be mad, of course I'm mad it 1000.00 that I need for other things. And Sony well they follow protocol and stick to what the book reads, deny costly repairs, customers will go away and in a few yrs. they will buy Sony again.
Well sorry Sony no more, and others will know that money is better in our pockets than in your corporate accounts. I will shop smarter and research items before purchase. I will post my finds so others won't do the same mistakes, and I guarantee the loss will be on your end. A consumer who just lost $2800.00 on one purchase for not listening to others. It looked good!!!!!
MISSOURI -- Sony 46" LCD TV broke after 3 months of purchasing the unit. The TV wants to power cycle every 15-20 seconds. I contacted Sony Customer no-service. They informed me that I have to have the TV repaired by an authorized repair center and they gave me some phone numbers to call and set up an appointment. None of the authorized repair centers make house calls past 5 PM CST Mon-Fri. I work and can't take off to accommodate those hours. I called back customer service and they did not have any other options for me. They expect you to take off work to fix their defective product.
I did not purchase this TV Mon-Fri 8AM-5PM, so why should I be required to get it repaired during those hours. The lady at customer service told me I could not speak to her supervisor and all I could do was to write a letter to the Executive Review Committee and then they would respond back to me within 48 hours. I'm not asking for a miracle, I just want a TV that works. I don't have any vacation time left this year due to a trip I have scheduled in November. I would not recommend buying this or any other Sony product unless you have an unlimited amount of vacation time to repair their products when, not if, they break.