Well, it was a huge battle and took many, many phone calls and emails, but finally, finally I got through to the NCR department (National Customer Relations?). He understood the issue and tried to get me the 65-inch XBR65HX929. But after several attempts, he said that its just not available until September and he could not get it for me. So, not wanting to loose this opportunity to get something reasonable from them I asked about the 55-inch XBR55HX929. It took him along time, but he was finally able to get that approved and verified they had it available to ship. It's only a $3700 TV, but at least its top of the line, and its a lot better than the bottom of the line KDL60EX720 the were offering me.
Of course, its too small to use as my main TV, but at least it has enough value and quality to either use for my bedroom TV, or to sell and use the money towards the 65" when its released (or another flagship tv).
So mostly this is good news. I will caution anyone else attempting to get upgraded that it will NOT be an easy accomplishment. Every level of customer service I spoke to just kept repeating that the EX720 was all they could offer me. I had to stay on the phone with them for extended periods of time before they would finally transfer me (they try really hard not to and even suggest you call back in a few months). You have to stay calm and just explain to them that its not fair that other Qualia owners were offered a $5,000 top of the line replacement and you were only offered a bottom of the line $2,700 replacement. After you very eloquently explain the situation, they will again tell you that all they can give you is the EX720 and that its an upgrade (lol). Hang in there and keep sending emails to email@example.com
, but know that whoever you speak to on the phone can see your emails, so don't rant, just explain your frustration and the unfairness and be prepared for them to not hear much of what you just said. The email response won't be helpful either, but your emails go into your case# and that can be helpful as you move up in the customer service chain.
I will say if you can get to the NCR department, he was really a good guy and was the only person to try to help (he didn't read a canned answer from his computer screen like the others) - to be fair, I'm sure he was the only one with the ability to make any changes.
So, I'm sad I couldn't get the 65 HX929 because I would of used it and it sounds like a great TV. But, I'm happy they did eventually approve and acceptable solution. Oh by the way, they will never offer you anything, you have to ask specifically for what you want (exact model number). I wouldn't ask for the XBR65HX929 as that will be denied and you spend forever on the phone dealing with that. Ask for something that is available if you want a chance at a resolution.
Good luck to any of you that still have this adventure in-front of you - you'll need it.