Sony Electronics Inc Informative - Sony "Customer Service"
CABOT, ARKANSAS -- Sony customer service is HORRIBLE! I bought a Sony Bravia KDL-46XBR2 on 20 June 2007 from a "Sony Authorized Dealer" over the internet. On July 2, 2007, I received the television. Within 20 minutes of being first plugged in, the screen went to black/white/colored lines. I reported this first to the retailer and then to Sony within an hour of my receipt of the television. The retailer wanted me to turn it into Sony for service since it would cost hundreds of dollars to ship it back. I called Sony who gave me a number for an authorized repair center. On contacting the repair center, they said that I lived too far away to come to the house to get the television....I needed to call Sony and get authorization to go farther than the 15 miles it says they can go in the contract. I called Sony and they said they would not pay. I called the retailer who tried to get Sony to pay. No luck. Finally, my online retailer paid the authorized repair center to come out and get the television. THIS TOOK APPROXIMATELY TWO WEEKS TO EVEN GET THE TELEVISION INTO THE SHOP. A week later, the shop had replaced 4 of 7 chips in the television and had no idea what the problem is yet! GREAT!! They contacted the product engineer here in the states....no luck...he couldn't diagnose it either. Two days later...they contacted the Sony product engineer in JAPAN!! It took 72 hours for him to reply. Meanwhile, I contacted Sony to demand a complete replacement of the television. I got an ANGRY and very RUDE reply that Sony's warranty covers repair and not replacement and that I would have to wait for them to fix it. No idea of when it would be, but I'd just have to wait. It is now July 26, 2007 and I still don't have my television and I have no idea of when I'm going to get a new one. I only had the television 20 minutes!!! The box is still in my garage. I hope Sony knows that there are lemon laws here! I will never purchase anything from them again and recommend that if you want quality electronics, find them ELSEWHERE!