Sony Electronics Inc Complaint - Sony - Poor Product Quality
Resolution Update on 10/29/2009:
Resolved...Sony representative called yesterday to inform me that they will assist with repairs to both TVs.
For the past 10 years I have purchased only Sony products for my home (TVs, VCRs, DVD, Sound Systems, etc.) because of what I thought was the high quality of the products and the fact that Sony would stand behind their products. Imagine my total frustration and surprise at finding that the first time that I encounter an issue with Sony products and Sony would not take responsibility and assist with what is clearly a design defect or a manufacturing defect of their products. I purchased two high end WEGA Sony TVs in 2003 (KV-36XBR800 and KV-32HS510) only to have both die within one month of each other (09/09 -10/09) with a power supply failure. The cost to repair the defective power supplies in both is $404.52....this is on top of the over $2000 that I spent to purchase what I thought was the top of the line, reliable TVs on the market. And I have spent over 2.5 hours of hold time calling Sony's Customer Relations number having them send me out for estimates only to tell me that they could not assist because the units were no longer under warranty….why waste my time if you were not going to assist. I took both units to the authorized repair location as instructed by the Customer Relations agent John (who stated they would assist after obtaining repair estimates) and then was simply dismissed by Carlos (second agent) when I called back with the estimates - with his statement that - I cannot assist you because the units are clearly out of warranty (after being an hour on hold, while he called the authorized repair shop to confirm the estimates). Clearly you must agree that for both units to fail with the same issue within 30 days of each other then the problem must be design flaw or poor manufacturing of the power supply (I would hate to think that is was planned obsolesce). I have a 20 year old Samsung TV that is fully functional, and a 10 year old Panasonic, but in 2003 I put my entire faith in Sony because I felt I was buying the best products available….imagine my disappointment with the Customer Relations area (they are clearly not SONY employees because they do not care about Sony's reputation).
I always expected Sony to stand behind their products and as a consumer I feel that I have been abandoned by Sony which is why I have turned to you for assistance. I would greatly appreciate your assistance on getting these units repaired …. Prior to my giving up on Sony products forever…..