So let me start off and say I love the nx810, its the perfect television and I got an awesome deal for it. Currently I am financing the nx810 for 3 months at an awesome price with 0% interest and three year extended warranty. Now here is the downside to the warranty. I purchased this tv in November of 2010, everything was fine until about 12 days ago. The tv started powering off and on by its self! At first I thought it was maybe an update that caused the glitch, then I thought maybe there was something wrong with my power adapter. Turns out that this is a known issue and has nothing to do with all of the above. In a way I was not too worried because I still have the warranty. I call the store I purchased the television, they told me to call my extended warranty. I call them, they tell me to call Sony within the first year. I call Sony customer support (WHICH TURNED OUT TO BE A NIGHTMARE!) I get outsourced to India then Mexico. Back and forth waiting for these agents to finish reading their stupid script taped next to their monitor. Finally after three days, they call me back (from India) and let me know that their contractors "World Wide Tech" would arrive in 7 days to replace the broken part(s) for tv. Wednesday comes, a day before they're scheduled appointment. Worldwide Tech calls me and tells me that they cannot make it to the appointment because they have not received the part from Sony yet. At that point I had a feeling that matters would only get worse. Now its Thursday afternoon, I decide to call Sony and find out where the part is. (Of course I am transferred to India again) after 40 minutes of yelling they tell me to call WorldWide Tech because they do not know what I am talking about! I call back WorldWide Tech asked for the Manager on duty and he tells me that Sony NEVER EVEN SHIPPED OUT THE PARTS!!!!!!!!!!!! At that point I was LIVID! I call Sony right after, talk to idi*t, got transferred to another, and another. All three acted like its the first time I am calling and we get to a point where I was asked these same questions again! UNBELIEVABLE! Finally they said that they would have one of their supervisors call me within two business days. The next day they call I again repeat myself, describe the issue. That agent finally tells me that the parts are on backorder and WILL NOT BE AVAILABLE UNTIL DECEMBER 2011! I was shocked! If I had not called based on instincts then I would probably be waiting for that phone call for god knows how long! I asked to speak with the manager right away, the agent hung up the phone!!!!! I call back and now I am talking to a basic agent again, after 4 hours of talking and BS I finally escalated this issue and I had someone from the U.S contact me and tell me that I should try contacting them in 2 weeks. 30 minutes pass and I decided that I am not going to wait another 2 weeks to find out that my tv will not be fixed for 5 months after someone already confirmed it. I call back the US customer support (which cannot be found if you look through the paper work that was given when you purchase the tv) Talk to the agent, express "my feeling" about their customer support, they start explaining how they always keep their promises and then I refer them to their broken promise about my television being fixed that one Thursday that nobody showed up for. The agent says, her boss will call me back. Long story short, the day manager calls back and offers to replace my nx810 with another nx810 but its going to be refurbished. Warranty still covered but now I am going to receive somebody elses nightmare. This was one of the worst customer support experiences I have ever faced in my life! I do not think that I should be receiving a refurbished used tv, my question is. Can anyone help me figure out a way to persuade Sony to get me a new television?
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6/26/11 at 6:11pm