Originally Posted by pactel
This is the story of my Sony 55HX820 and it's short life.
On November 22nd, 2011 I purchased the above set from a local retailer, Fry's electronics. I had been happy with the set, but hadn't had much time to use it, as I have been working on remodeling the outside of my house.
At the end of February, 2012, I finally had chance to sit back and enjoy the set. It was beautiful for about an hour, when it shut down on its own and started blinking the power light in morse code. I, I, I.. .. . It was trying to tell me something but couldn't get it all out. "I" what?
I contacted Sony support via live chat on their web site (surprising since it was 9pm) and they walked me through some basic steps to make me feel there was a chance the set would reset itself. Unplug.. wait 2 mins.. replug. Try another outlet, repeat. The set was still in distress and repeating its cry for help. The agent said a tech would be dispatched to my home within 5 days to fix the problem. I asked about the two blink cycle and was told it indicated a power supply issue. The set has a build date of Oct. 2011.
This started a string of emails from Sony and telephone calls from an outfit named Precision Television.
On 3/7 - past the supposed 5 day window, I received this news from Sony Support;
"Dear Valued Sony Customer
This message is to inform you we have placed a part(s) on backorder for your repair request.."
This seemed a bit unfortunate, so I called Sony and tried to talk them into sending me a new set to replace my defective 3 mo. old set. I told them they could then repair my old set at their convenience and use it as a refurb. This bit of logic almost worked, the rep left the phone and consulted with his higher ups. Bzzztt. No go. Please wait 10 days more and if the set is not repaired we can discuss other options. No further amount of pleading or cajoling would get him off the corporate line, "Please wait 10 more days" No matter that this was double the original repair time estimate and I was already without a set for over a week.
The next day I received a call from Precision parroting that the part was on back order. They must get copied on the emails I get from Sony support.
On 3/13, I received another email from Sony Support;
"Sony records indicate that you recently contacted our support services. We are pleased to announce that you have selected one of our premier authorized service providers."
What??!! I hadn't "selected" anyone and had researched Precision Television on the web. I found they were mainly an extended warranty repair place for various manufacturers and big box stores. Their reviews are pitiful on Yelp.
I replied to this email stating such and told them it was a bit over the top to be congratulating me on the purchase of a defective Sony television waiting to be repaired by a marginal company.
There was no reply.
The next day 03/14;
I received a call from Precision television saying my part was in and they could dispatch a repairman the next day. Woot! Finally going to have my set repaired!
The repairman arrives with a new circuit board in hand. I help him lay the television face down on a blanket so he can open it up (lots of screws on the back) The innards of the set are surprisingly sparse. Three circuit boards laying on the back side of the LCD screen. The power board is the largest of the three. He quickly replaces it. We tilt the set up and plug it in. Nothing. "It's dead, Jim!" WTF! I ask if he has another board. Nope. He asks if it lit the power LED before, I recant the 2 blink LED code for what seems like the thousandth time. I tell him to put back in the old board if he wants to see, he does and the blink-blink distress call returns. He says he gets defective "new" parts all the time and has to order another. How long, I ask. How long was the wait to get this one he replies.
The saga continues...