Sony Electronics Inc Complaint - 46" LCD TV failure
Basically I'm going to include my email I sent to there customer support team, it explains my issues:
I just got off the phone with your customer support department, and they gave me this email address to comment on my frustrations with your customer support. First, let me walk you through the events that have taken place that have led me to this point. I purchased a Sony Bravia KDL46v4100 in Sept. of 2008, for $1550 at Circuit City. This past January (1/2010) I started getting picture distortion when I first turned it on, and this problem got progressively worse as time went on, so I called a Sony authorized repair shop, Pinnacle Serv. Solutions, in Warwick, RI., to come check it out.
The technician found that the LCD was bad and estimate a repair cost of $1770. Obviously this is not cost effective to have it repaired, so I called Sony Customer support to see if anything could be done. For a week and a half they attempted to contact Pinnacle Serv. Solutions to get a copy of the service report, after I had not heard back from Sony I called Pinnacle myself and had them fax a copy of the report to Sony customer support at fax #239-768-7816. After reviewing the estimate, Sony customer support called me back and informed they could not cover the repair cost but would offer me a replacement TV (kdl46ve5) for $720, which I accepted, and I was told to remove the serial # sticker from the back of the TV, and tape it to a 8 ½ x 11 sheet of paper, and to write the ref. #, model#, and also the ser. # on the paper and send it registered mail to : Sony Electronics ATT: NSP 12451 Gateway blvd Fort Meyers, FL 33913, and it would take 2weeks to process everything and deliver the TV. I did this and sent it certified mail, USPS, on March 4th, 2010. I received my certified mail receipt and this stated on March 6h, 2010 it was received by [snip].
After waiting 2weeks+, on March 24th, 2010, I called Sony customer support and was informed they had not received my letter/serial#, I went home last night found the receipt of delivery and called Sony customer support this morning. After telling them I had the receipt of delivery I was placed on hold, then told I would be called back. I received the phone call back saying they found my letter, but that they needed the larger black sticker form the back of the TV, that had the serial # and model #. At this point my patience waned, as I was not told originally that I needed this sticker, and also asked why I wasn’t notified about this 2weeks ago when my letter was first received.
I spoke with John and expressed my frustration, and he gave me this email address. So, now I must remove the other sticker, spend another $5 and send it certified mail again, and then wait 2weeks for the replacement TV to arrive, also the original TV I was offered is no longer available. Now I know Sony makes quality products and understand there are failures in every companies product (n/million), but the support is a surprise to me, on why I had to constantly chase down answers and seems to be no accountability for the failings of the customer support team at Sony.
So there is my rant, and since $1550 is a lot of money, and another $680 a year and a half later, I’m hoping I won’t need to deal with the customer support again at Sony, thanks for listening.