LAREDO, TEXAS -- DONT SEND YOUR SONY EQIPMENT TO THE SONY CUSTOMER SATISFACTION CENTER IN LAREDO TEXAS!
In January of 2010 I contacted Sony customer service in regards to my surround sound system. The system that I have is Model DAV-LF1 and we purchased this system on Aug 13, 2005 from The Good Guys for $1,599.99 along with a five year extended service warranty $188.99. My reason for contacting Sony was because the system had begun to malfunction in regards to volume control. When you would adjust the volume any higher than a faint whisper the system would shut its self off. I was instructed that I should take my system, all 100plus pounds of it, to one of their authorized repair center in Rancho Cucamonga, CA (25 miles from my home). I did as instructed and paid forty dollars, all to be told by the repair center that my system needed a new master board; However, Sony wouldn't provide them with this part. The repair center offered to dispose e of my system, but I refused and returned to collect my equipment.
I then did my own research and discovered that California law requires that parts for electronics be manufactured for at least seven years. I then contacted Sony Customer Service once again and requested that they fix my system (as they are required to do by law). After several arguments with several E. S.L. customer service professionals I was told that they would call me back. Well surprise surprise.... that didn't happen. After several more contact attempts and arguments I was told that I needed to send my entire system to Laredo, Texas, for repair. I requested that the part be sent to the repair center near my home so that it could be repaired locally, by technicians who were already familiar with my system, but my request was refused. I then requested that Sony at least pay for my systems shipping labels, once again arguments in sued. Finally, several days later, they agreed. I received the shipping labels via email the following day. However the label that I received was only for forty ponds, so Once again I called Sony customer service. All to be told that I should just send my main unit and not all of the speakers and amplifier. I thought that this sounded odd, but I did as I was told.
Two weeks later I was called by a technician from Laredo Texas and told that they needed the rest of my system to be sent to them, and once again I was forced to argue for more shipping labels. Finally they agreed but then they only sent one forty pound label and one twenty pound label. The amplifier alone is forty pounds and then I still had four large speakers and one center speaker. Again I contacted Sony and Complained about the hassles they were subjecting me too. I was then told to only send the wireless speakers and the amplifier and that any weight overage would be charged to them and not to me.
So in total I had sent my main unit, two large speakers, one center speaker and one amplifier to Texas. After that I didn't hear a word from Sony. The flat rate repair fee was deducted from my account for $132.00, without my approval, and then I got an email notification from UPS informing me that a package was being shipped from Laredo, Texas, to me.....expected delivery Friday April 23, 2010. The system arrived ahead of schedule on Thursday April 22, 2010 in a very large box that was in good condition; however not so much can be said for the condition of my sixteen hundred dollar surround sound system. The main unit (with a glass face) was broken and the display was dislodged, the two large speakers were scraped and banged up and I didn't even get back the center speaker (which produces most the sound). I immediately called Sony customer Service to complain all to be told that I have to talk to Texas. I called Texas, as directed, and was told to email pictures f the damage. I then sent an email with the pictures of my mangled system and expressed my dissatisfaction and requested that they replace my system with one of comparable value. Within hours I received an email back saying that they received my system in that condition and that my request would not be honored. I waited a week to calm down, completed a satisfaction survey that I received by email and then called Texas once again to at least try to get my center speaker back. I was told by a representative that she would find my speaker and call me back within the day. Now, days later, I am still waiting. So trust me, if you value your Sony electronics don’t send them to the Sony Customer Satisfaction Center in Laredo, Texas. I personally will never purchase another Sony product in my lifetime!