Sony Electronics Inc Complaint - Sony does not stand behind TVs
BIRMINGHAM, ALABAMA -- TO:
Attn: National Customer Relations
Sony Electronics, Inc.
One Sony Drive
Park Ridge, NJ 07656
Dear Attn: National Customer Relations,
I wanted to bring a problem to your attention and hope you can help me gain some satisfaction. Specifically, my complaint concerns customer service. Your assistance would be greatly appreciated because this incident has made me extremely upset.
For your reference, the model name or number in question is KV 36. My Case # is E23650554 Here's my problem: I purchased a $1500 Sony 36" TV and began having problems in a Home Audio Setup. The Sony ES Audio consultants believed that the problem was being caused by the Sony ES receiver rather than the TV. The receiver was serviced several times but the problem persisted. I then at a point of frustration took the TV in for service. The Sony Servicer replaced the tuner for $388 and upon return, the set still had the same problem. It was taken back in and I then found that this was a known Sony issue with this particular 36" set and that it was a tube problem and not a tuner issue. The quote to repair the tuner exceeded $1,300. Because of the many service dispatches for the problem, I requested that it be reviewed by Customer Service. They were terrible to deal with and will not return phone calls.
Here's how you can help: I would like for Sony to stand behind the product particularly as this was a known issue while the set was under warranty even though it was not diagnosed properly for me. I have $10,000 worth of Sony gear and am about to build a house with a home theater system. If I do not resolve this issue satisfactorily, there will be no new Sony items purchased.
My overall experiences with your company have left me extremely unhappy. I will no longer be a customer of your company. Also, I definitely won't recommend you to others.
I hope you will address this concern.