Originally Posted by StingingVelvet
Did they email a shipping label first and then they'll replace the player? I'm not sure what the guy on the phone said because of the thick accent. I thought he was sending the player and then I would send the old one back, but if it is an email I didn't get it. Hmmmm.
I received an email from FedEx with the shipping label about 30 minutes after I got off the phone with Sony. Then about 1.5 hours after that, I received an email from Sony with their instructions, which were the same as what I was told by the Sony tech. I was told to ship the player back, and the replacement player would be shipped to me once Sony had received the defective player.
You should have been given an "Event ID number" by the Sony tech. I asked the tech I was working with to repeat my email address a couple of times to make sure he had it correct, and also asked what to do if I did not receive an email. He told me to call back, refer to the Event ID number and tell them I did not receive the email. I would check your spam folder first, and if the emails are not there call Sony.
The email from Sony stated:
Based on our telephone conversation, your UBPX800 with serial number XXXXXXX requires service. The good news is that this product is eligible for exchange. The replacement will be a new unit of the same model. If the same model is not available, we will replace it with a new model with comparable or better features.
You will receive a separate email with a prepaid FedEx return shipping label. Please use the label and follow the shipping instructions below to return your unit for exchange.
Ship your Sony product to the following address:
Sony c/o LSI
3300 Wood Dr., Suite 100
Garland, TX 75041
Please write the Event ID number EXXXXXXXX and Return Order number XXXXXXXXXX on the outside of the box. This will expedite the receipt of the product when it arrives. Please include a note inside the box with your name, daytime telephone number and Event ID number.
Please return the unit and all of the accessories that came with it. Remove all media (ex. discs, memory card, etc.) from your unit prior to shipping. We will not be able to return any media left in the unit. If your unit was supplied with an HDMI cable, please keep the cable.
For packing and shipping we recommend:
1. Use sturdy boxes that are large enough to put adequate padding around the contents.
2. Use inside packing, like loose "peanuts", densely packed shredded paper, and bubble wrap.
3. Use a minimum of 2" to 3" of packing material all around the item - use more for fragile items.
4. Use enough packing material so that the item does not shift or move during transit.
Upon receipt of the product at our warehouse, the process will continue as follows:
o We will send you an email when we receive your product.
o Within 1-2 business days after the product has been received at the warehouse, we'll place the order for the replacement.
o If there are any questions about the order, one of our representatives will contact you.
o The average processing and shipping time for the replacement order is 7-10 days.
o When the order ships, we'll send you an email with the tracking number and the carrier information. (Note: It takes 3-4 days from the time the order was placed for us to confirm the tracking number. We'll update you as soon as the tracking number is available. In the meantime, the order is on its way!)
The above outline is the steps and average timeframes for a normal exchange. Our goal is to follow the process and complete the exchange in a timely manner. We appreciate your patience in the event of variations in the process and timeframes due to unexpected or special circumstances.
If you have any questions or need assistance at any point along the way, please contact us at 877-591-7669. Our hours are 09:00 a.m. to 6:00 p.m. Monday through Friday.