Originally Posted by danox574
Short version: I'm on my 4th TV (1 repair and 2 replacements) and it needs service again. I'm tired of staying home and somehow want to move to a different television with Sony's help. The call center seems very on script and my attempts to escalate are not getting anywhere, so I am looking for suggestions on someone to talk to at Sony about this that can actually respond and not just do the same thing over again.
I have a XBR55-HX929 that I bought in Feb 2012 (Authorized Reseller). Within about 2 months, it began to reboot spontaneously. If it was going to happen (which was rarely), it would happen 3-5 minutes after starting up. It would happen once only, and then the TV would be fine. It would black out, go to the Sony logo, and back to the input I was already watching and all was well. At first, I assumed I had some compatibility problem with gear and waited a little for updates - after all, it happened rarely.
Over time, it happened more and more often, and I started to become frustrated with it, so I called it in. I know my inputs weren't causing it, because I could power up the TV, leaving everything disconnected, and it would still happen. I'd say near the end - 80% of the time I started watching it would do this.
August 2012 was my first service call. Sony sent someone local out and they swapped a CPU board of some type in my living room. Using the service remote, they found a high quantity of errors in the service screens associated with the main logic board. TV #2 was fine briefly, reboots started up after a few weeks.
Within 3 months, this TV #2 began to do the same thing. My next service call was in Jan 2013. Sony replaced the TV outright.
That TV died - went to a blink red error code after a couple of weeks. If I unplugged it for a few hours, it would boot up and work for 5 minutes or so and then go back to blinking.
Next Service call was in Feb. 2013 and they brought me TV #3. It has been working good. Now, two weeks ago, the random reboots have started again with this set. Again, it happens with no devices connected to it.
Sony is re-upping my warranty to 3 years each time they do this. I am just tired of staying home from work on days when they schedule the all-day replacement, and I also get my wife to help me take it off the wall and put it on a stand for ease of the techs swapping it.
Is there a recommended escalation path outside of the standard service call center to get someone to help me replace this with a model that actually works? Has anyone successfully gone beyond the call center than schedules replacements?