Unhappy XBR high-def customer Sony# E27763840

SailorPaul

I have to share the completely unsatisfactory customer support from Sony regarding the repair parts on an XBR high-def system.

What is especially irritating is that Sony has taken a customer with an ENTIRELY Sony houshold and trashed that relationship by not replacing a sub-standard repair part. We are talking 36" XBR, Digital Cinema Sound V333ES, DVD,VHS, DV Camcorder, 2x 19" with Playstation and more....

Here is the issue:
The 36" XBR had it's high voltage D-board (a1346948a) fail on 6-2004. It was repaired, with a new D-board, by an authourized svc center. That same board failed AGAIN nine months later.

This D-board is a part for which Sony charges $450, and since I'm in the electronics business, I can see it cost Sony about $29 to manufacture. BTW, with part plus labor for the house call we are at $715.

When that same D-board failed early 2005, Sony is taking the position that I have to buy the same part all over again!!!

So let's see if I REALLY understand what Sony is trying to say:
1. Sony high-def gear breaks easily.
2. Sony repair parts are only expected to last 90 days.
3. Mr customer, you've been lucky to 9 months out of a Sony
repair part.
4. Sony really doesn't care if you have ever bought any other
products from Sony.
5. Sony customer support management will miss-understand the
issue, and then not take your call.

Did I miss any of their messages?

You may want to reconsider YOUR Sony purchases in light of how Sony treats a long standing customer. If Sony changes their position on event # e27763840, I'll post that news here. At the moment they are playing the transfer and hold game.

chopper

whats up im chopper this my frist time tiring this i need some help wiht burn in .on my sony 4.3 43inch im think of giving it to myson put he play alt of xb and playstation.any help would be appreated thanks.

Chop

Beastslayer1

Sailorpaul, I believe, now I may wrong but Sony has a one year labor, 90 days parts warranty. I see your frustration as a consumer myself. However, as somebody who deals with this sort of thing day in and day out, I believe that Sony fulfilled their warranty obligations. Yes, I do agree that the prestige of electronics has lost it's luster, but if Sony makes an exception for one person, then they would have to make an exception to everyone. My suggestion is if you bought it from a comissioned sales floor, go to that salesman and strike up a conversation about the television. See if you can appeal to the sympathy of a salesman.

borromini

Huh? Sympathy of a salesman? Isn't that a contradiction in terms?

__________________
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Streetfighter1

I bought my sony 34 hd 420 a couple weeks ago and I have the option to purchase the warrenty within 30 days of original purchase of the tv. I think I will go purchase it.

maicaw

If you have the original board and you know the parts only cost $30 - Why not purchase the parts and have the guy fix it and install the old one for you.-maybe even upgrading the components -I know that sometimes parts cannot be replaced because of the construction of the CB but on a HV board that wouldn't usually be the case. - also since you haven't had any other problems with all your sony equipment (my experience too) why not just accept that the law of averages sometimes applies even to Sony. - My 20 year old 25" XBR has been used every day and has required only one repair. I have about 2 dozen Sony displays,cameras,computer,vhs (and betas) PDA etc that I've spent over $10000 for over the years and that was the only failure. - Maybe your credit card has an automatic warrantee extension that would apply - I always buy this stuff on a "gold" card and pay it off before finance charges occur - getting an extra year warranteee free..

SailorPaul

Update: Sony tier two has asked the auth service center to send a copy of the repair history and service center's notes on this set.

jdragan@nyc.rr

Same issue with my KV 34 XBR D board. Does anyone know where I could send my D board for repair?

Jim Bob Jones

So let's see if I REALLY understand what Sony is trying to say:
1. Sony high-def gear breaks easily.
2. Sony repair parts are only expected to last 90 days.
3. Mr customer, you've been lucky to 9 months out of a Sony
repair part.
4. Sony really doesn't care if you have ever bought any other
products from Sony.
5. Sony customer support management will miss-understand the
issue, and then not take your call.
Yep, you got it right and it's not limited to just Sony. You could substitute virtually any manufacturer's name and come up with the same result. Basically, they just don't give a sh*t anymore with a very few exceptions.

anselmo1

Sony has the worse customer service that I have ever encountered. They were rude and very condescending over the phone. I was a Sony customer until my brand new DVD player was defective from day one. Nobody would help me from Sony or the establishment I bought it from- Stereo Advantage. Sony kept telling the authorized service center, Stereo Advantage, that it could be repaired. Had it back in their shop 3 times in 4 weeks. Put a stop payment on my credit card as defective merchandise. If I hadn't done this with my credit card company, I would have been out all my money. Bought a Panasonic and have never been happier.