Originally Posted by tazalanche
Norman's Electronics came out on the 13th & took a couple photos of the tv, agreed that there was a vertical blue line & said they will order a LCD panel with board.
Unknown ETA at this time, so I called Sony & they have verified that the parts have been ordered.
As to refusing a first time repair & expecting a replacement, thank you for the advice but they're following their service contract with me. I'm not going to consider taking on someone else's unknown problems that became the refurb they would offer me. I'll give them a chance to repair this tv the first time, but if it happens again I'll be expecting more than just another repair, due to the repeated inconvenience. Also, I'm less than 2 months away from the extended service contract kicking in & the ESC on it has a better "lemon policy" than the manufacturer's contract.
Here we are... over a month later & I am STILL dealing with this nightmare. Here is a step by step journal of everything that has happened since the last post.
15 January 2010 2pm
Tried getting updated information from Sony's website. The reference number I was given did not work for that. Calling 1-800-222-7669.
April is transferring me to Customer Relations to speak with them about a resolution.
She states that Norman's has ordered the parts & will contact me when they can repair it.
Sony Customer Relations Department: 239-768-7646
05 Feb 2010 10:10am
Have not heard from anyone since 15 January 2010. Calling Norman's first.
Clark states that Sony has informed them that the parts are on backorder until at least 18 February 2010.
10:00am - Calling Sony.
I informed Casey that I am aware of the backorder & since I have been patiently waiting for over 3 weeks, since Sony was notified, this is unacceptable. This incident is now being placed under "Tech Rep Review" to see if there is an alternate solution that will satisfy me.
She stated that I will hear back from Sony within 2 business days.
09 Feb 2010 11:09am
A rep from Sony called to tell me that the parts were on back-order until the 18th, at the earliest, so they would offer me an extension of my warranty for 2 months. I refused, advising them that I had an extended service contract & since this issue has been going on since before Christmas, but was told to Sony a month ago, a warranty extension was unacceptable. I informed her that a satisfactory solution to this issue would be for the TV to be repaired, replaced or bought back this week. She then offered to extend the warranty for 5 months. I repeated my expectations of the phone call, since today's call back was supposed to be an escalation & she said someone else would call me back in 2-3 business days, next week at the latest. I advised her that was unacceptable & she hung up.
11:23am - Calling Sony. Getting transferred to Sony Customer Relations Department.
Updated Carlos in the situation. He also tried to state that the only option was to wait for the repair. I stated that was unacceptable & reasons why, including quoting the warranty contract. He put me on hold for a while & came back, offering to replace the TV with a refurb of the same model number & a 90 day warranty. Since this issue arises on this model in 6-12 months of purchase, I will not accept another tv of the exact same model. I am now supposedly getting the escalation I asked for 45 minutes ago.
Customer Relations Manager: Robert
After discussing the situation with Robert, he offered a refurb KDL-52V5100 or a refurb KDL-52VE5, PLUS an additional 3 months of manufacturer's warranty, totaling to 6 months. I asked about a new replacement & he would not even offer a discount on one. After a quick discussion of the features, specs & issues with each, I chose the KDL-52VE5. Robert stated that someone would contact me in the next 14 days for an in-house swap. They will bring the replacement unit in the house & take the defective unit when they leave. He stated that I will need to notify the extended service contract company of the issue & find out what they will do on their end (transfer to the replacement TV or refund of the contract).
23 February 2010 2:47pm
Received call from Norman's.
Tech: Danny - (770)451-5057 X-125
Danny called to schedule a time for repair tomorrow. I advised him of the plan for a replacement. Since Sony seems to have dropped the ball, he said that he would hold the panel for a week & to call him if I needed to schedule the repair, just in case.
3:50pm - Calling Sony for status.
Now transferred to the "national Customer Relations Department".
Ryan stated that the replacement TV order went through last Thursday. Will be 2 weeks for it to arrive. I expressed my dissatisfaction in waiting an ADDITIONAL 2 weeks when Robert stated that the replacement TV would be in my home no later than today. Ryan just offered me an additional 3 months of warranty coverage. I then asked him what the total warranty coverage would be on it. He stated that it would total out to 6 months. I then informed him that I was already promised 6 months on a TV that STILL has not arrived & STILL want the call escalated or arrangements for a full refund of the purchase price. He is now transferring me to national customer relations.
National Customer Relations Rep: Paul
Paul states that there is no tracking or shipping information for the replacement. He is going to find out what is going on & call me back between 10:00am-noon EST at the land line. If I have not heard back from him by then, I am to bypass "normal support" & call directly to the national customer relations department at 800-554-6908
24 February 2010 8:50am
Paul called my wife's cell phone & left a message. He called 10 minutes early & to the wrong number. His message stated that supposedly I will have tracking & shipping information by the end of the week for a TV that was supposed to be delivered yesterday???
9:30am - Calling Sony.
National Customer Relations Rep: Pat
Pat is REAL bad about interrupting constantly. He stated that the replacement TV is now ordered & feels that everything is going as scheduled. He does not comprehend why I am frustrated because the replacement was supposed to arrive yesterday, the warranty on the original ends today & the extended service contract for a TV I should not even have any longer starts tomorrow. Not to mention that the replacement TV does not have a TV guide feature, despite Robert claiming it had all of the features of the original, plus 120 hz, higher contrast ratio & used less wattage. Pat constantly berated me for stating that the KDL-52VE5 was not truely equal to, or better than, the original TV because it did not have the all of the features of the original TV. He put me on hold & came back a few minutes later, stating that none of the TVs that they could offer me, or currently shipped, had the TV Guide feature. I then asked what could be done to resolve the issue of the original STILL not being repaired & no option for a replacement TV that had all of the features of the original. He stated that I could accept the KDL-52VE5 or I could get the original TV repaired. He stated that those were my only options & I could "deal with it". When I refused to "deal with it" he stated that he was cancelling the order for the replacement TV (which was supposed to have been delivered no later than yesterday, but apparently has not even shipped out) & I could either get the original repaired or have a blue vertical line. He then disconnected.
*** end of journal ***
I now have Norman's coming out on 01 March 2010 for the panel replacement & will deal with the extended service contract company the second my KDL-52V4100 acts weird again.
I miss the days when the Sony brand actually meant something. Needless to say, they have gone down hill badly over the last 10 years. Since 2001, I have dealt with the DD/DTS failing on a high-end Sony A/V receiver, 3 bad PS1 consoles, 2 bad PS2 consoles, a bad 60GB Ps3 & now this. I can understand the occasional electronics failure & I can understand it if I was rough with my electronics. However, I'm in my late 30's & the consoles never move from the open-air component rack after they are first connected, excluding monthly dusting. I'm just hoping that my father's 50" Sony projection HDTV (that I recommended he get in 2006) lasts or I'll never hear the end of it from him. It just had its first $140 bulb replacement 2 weeks ago.
After the misleading "offers" I have been provided in the last few weeks over this TV, plus Pat's attitude & unprofessional actions, I will sell off my 34 PS3 games & will NOT
be buying a Sony branded product again.
That is a shame for them because my income tax refund arrives next week. My planned electronics purchases were a BDP-S360 for the kid's room, a 250GB PS3 (to replace the 60GB that died) for this TV & I was still deciding on the brand & model of a 47" or larger 1080p HDTV for our bedroom. Now I have to start researching other branded options for 2 Blu-ray players & a tv. Thanks Sony.