Originally Posted by pactel
I am tiring, but hanging in there. If I don't receive satisfaction when/if they call back it may be time to take some of the steps suggested in this forum.
Well.. I called Sony yesterday and was bumped to the tier 2 support rep.
They offered to replace my 3 month old broken set with a "re-certified" set.
I asked that it be replaced with a NEW set.
They said that they would only replace the set with a new set if it was less than 30 days old.
I tried to explain that if the set was less than 30 days old, I could return it to the retailer for exchange or a refund. Broken or no. I didn't need to call them to replace it.
I asked again for a NEW replacement set.
The rep kept parroting the "Sony Policy," so I asked for his supervisor.
He repeated the policy and was starting to get annoying.
I asked it there was someone over him, he said they have an escalation path.
I asked him to please follow the escalation path, because no matter how many times he repeated the Sony policy, I was not going to accept a refurbished set in place of my new set.
I was put on hold for 20 minutes.
He came back and said there was no one available and they would call back.The next day ... today
I called Sony after not hearing from anyone and got another tier 2 rep.
I re-explained everything to her. I told them I did not want a refurbished set of unknown age and condition in place of my new set.
I tried to explain that I expected a television set to last for years. Accepting a reconditioned set, which may work for the balance of my warranty period, who knows how old the components are in the set and why it was sent in to be refurbished to begin with.
I related a story of my car battery, which failed after 1.5 yrs of its 2 year full warranty. I was given a brand new battery with full warranty. I said that I could see accepting a refurbished unit for an out-of warranty repair, but not for in-warranty. I was patient and the rep was trying to get someone from above.
Apparently, the tier 3 reps are hard to locate. I was told that they needed to review my case and would call back.
I said I didn't understand the need to negotiate. I asked why they just didn't replace the set with a new one and be done with it. I reiterated that I hadn't a working set for over 30 days.
The rep was corporately understanding and said I would receive a call within a day (today being Friday.. who knows.)