Complain about a product or service

Sony TVs

Chris of Roanoke, VA October 18, 2009

Sony WEGA LCD TV developed blue spots on the screen, Its due to a light engine design flaw and Sony fixed many of these under something similar to a product defect. They are no longer fixing this problem or at least this is what I was told by the Sony rep. I bought he TV new 4 1/2 years ago for 3300 and now Sony expects me to pat=y the 110 repair cost. They also instructed me that in order for Sony to fix the TV I would have to pay a company approved by them to inspect the TV and the problem (129.99).

I complained about having to pay for that and I did not want to spend them money. They said that I would be reimbursed as part of the repair. I did what they said and the called me back after getting the inspection report and stated they would no longer be fixing this problem with the TV and that I would not be reimbursed for the service call. Not only does Sony not stand behind their products after aknowledging they have a problem but they also scammed 129.99 to one of they're so call approved seevice companies.

Lawrence of cansaulim, India October 13, 2009

I purchased a sony lcd in goa-india, model no:klv-32s400a, serial no:1215000. As I was having problems with the tv I contacted Nishant Enterprises, Fatorda, Margao 403601 for repairs as the tv is till under warranty. I purchased the tv in jan 09.

For two weeks I received no information from the above mentioned centre, the least I can expect from sony is an update on the staus. However there was no resonse. today on calling the centre I was informed that the panel is faulty and they are awaiting parts. If a tv under warranty cant be repaired within two weeks, there is no sense in giving warranty. I surely don't expect such service from sony. If it takes more than 2 weeks to repair a problem with a sony lcd then i am not going to buy any more sony products. It means that sony does not care about its customers. Please rectify the problem and return the tv to my residence. Thanks and GOD bless

Bob of Advance, MO October 7, 2009

I purchased a Sony KDL-32L4000 TV. The picture became distorted and I contacted Sony Support. It was out of warranty for one week. They said they were very sorry that they could not help me and would not extend the warranty to cover the repair. I found out that it had to do with a circuit board that costs 500. The local repair service charges 125 to come to the house and I would not know how much labor they would charge to replace the item. I paid 740 for the set. I am very disappointed with this company. I bought a Panasonic now and the quality of the picture is much better than the Sony ever was.

Martin of Alexandria, VA October 5, 2009

I purchased a Sony WEGA (KDF-E50A10)3 1/2 years ago for 2,200. Last month I replaced the lamp (200.), and now I am told the TV requires a 950+ repair to replace the engine. I am extremely disappointed with Sony and called them to request some kind of relief for the repair cost. They refuse to help. I have seen many complaints about the Wegas all over the internet.

Clearly this TV is a Sony failure. Sony should stand behind their product and come up with some kind of assistance to owners. I used to be a loyal Sony customer, but now I will never purchase a Sony product again and will advise all my friends accordingly. Does anyone have a mailing address for Sony where I can right to complain? This 3.5 year old TV, purchased new from Best Buy for 2,200. requires a 950. repair.

mitch of miami, FL September 26, 2009

My sony wega 50 inch tv lasted only 4 years, I expected more than that from a sony. I won't even try to get it fixed, I rather trash it and by another brand.

Emma of Ewa Beach, HI September 24, 2009

Purchased their top of the line SXRD TV KDS-R50XBR1. Within 3 years it was repaired 3x. the optical blocks was changed 2x and the fan over heated.Bec. of SONY ALERT RECALLS they email me a special price on another tv confirming they will deliver on my address.I provided my card number and paid the new tv.They email me twice confirming that the delivery location. They called me and said their letter was invalid. They will not deliver the tv and they will refund my money back because I live here in Hawaii.

John of Queensbury , NY September 23, 2009

bought a kdl-32l4000 bravia tv 14 months ago...Just like everyone else My Tv is showing multi colored vert lines and the pic is also cloudy....Warrenty ended 2 months ago and now were out 900 bcause Sony won't pony up to the obvious defect. We don't have the money to repair or buy new and unfortunely thx to Sony my family will suffer and have to wait until someday we can afford to but a new one !!!! Thanks Sony for making my children's life a happy one !!

Donna of Hopedale, MA September 21, 2009

We purchased a Sony KDS-50A2020 50 inch TV athe Soy Outlet last year for the purchase price of 799.00. The salesperson told us that we really needed to purcahse the extended warrenty because that type of TV has a very expensive picture "projection" light and would cost us about 300.00 to repair each time it broke. We decided to buyt the warrenty for 100.00. 6 months of using the TV the screen goes black. We call Sony and they tell us that the projection light is NOT covered under the warrenty. That is NOT what the salesperson told us! He pushed that warrenty on us by his sales pitch of a an expensive fix.

I called the Sony Outlet where we purcahsed it and got nowhere. The Manager told me the bulb is not covered and if I was unhappy he would reimburse me the warrenty price. They also told me to go online to this specific website and they sell Sony lamps at a cheaper price than right from Sony. I called and ordered the lamp for 200.00. The lamp did not work! We then called to have the TV serviced. The service company said they thought it might be the lamp and if we purchased it fro them it would be 300.00 and if we found out it wasn't the lamp we still had to pay for the lamp!

He went ahead and put some other piece in the TV to try, that didn't work....the TV once is not working. The TV repair company told us that that model TV can use a new lamp every 6 months or so at 300.00!!!!! This is crazy! I have a 50 inch that I bought 8 years ago and have never had it serviced! Do not buy this product even if the price is too good to be true for a 50 inch tv. STAY AWAY! You will have nothign but headaches. Sony does not stand by their products.

james of pensacola beach, FL September 18, 2009

After 8 months we moved our 40"lcd tv from down stairs to upstairs because of hurricane season. when we hooked a antenna to it it did not work. we called sony. they sent a repair man he said it was a broken panel and was not covered they said we abused it and they wont cover it. we have an extended warrenty with target. they wont cover it either

jim of ocean view , NJ September 17, 2009

I bought a Sony KDLXBR4 TV from Best Buy and after a while I got a vertical line through the screen which was covered under warranty for a replacement. I called Sony and they told me to call Mastertech I called them several times over the course of a week without any callback, I then called Sony back asking for another service center and they told me to call Sears. (Why they are making me make all the calls I have no idea?) I called Sears and we set up an appointment (took a day off of work) and they were a no call no show. I called up Sears and got the run around how they are so busy even though I am just as busy and had to take a day off of work.

We then set up another appointment, they show up for five minutes say the screen needs to be replaced and charge me 113.00 for the service visit that took five minutes for a warranted TV. The tech stated that these are going bad all the time and he is replacing them frequently. I asked what is the next step and he said he will contact Sony and set it up. At this time I assume the ball is rolling. I don't hear anything for a couple of days and call up Sony and they tell me the TV is out of warranty and that I will have to pay for it.

Once again I had to inform a Sony customer service agent that on their very own website it states the problems with the vertical line and the warranty for this problem has been extended and that my TV is covered under warranty. (Frustration at this point is unbearable). So I then get a call back from Sony saying they will have to send Sears out again to diagnose the TV under a warranty work order? I again take another day off of work they come out for five minutes say the TV panel needs to be replaced and go on their way. So at this point Sears is set with the parts and ready to order the stuff.

I get a phone call from Sony they say they would rather have Mastertech do the repair. (this is the company in the first paragraph that I called several times without a callback) I asked why Sears is ready to order the panel and it should be taken care of but for whatever reason they were forcing Mastertech into the picture at this point I am beyond fed up and say OK.

Mastertech comes this time my wife takes a day off since I have already taken two days off previously for Sears. The technician from Mastertech spends two minutes there and says the panel is bad and he will order one. Two weeks go by and I do not hear anything from Sony, the support agent tells me. WE DON'T HAVE ANY KDLXBR-4 TV'S YOUR ONLY OPTION IS TO ACCEPT A KDLXBR-6. At this point with the information provided by Sony I think my only option is to accept the newer model TV. The TV comes and I hang it on the wall. Aesthetically the XBR-6 is not as nice as the XBR-4 and the picture is no where near as sharp as the XBR-4 but I feel that this is my only choice so I live with it.

I then had a conversation with a colleague and he said the same thing happened to his XBR-4 about a month ago and Sony replaced his TV with another XBR-4, then I called Mastertech and asked them if they were still repairing the XBR-4's with the vertical line issue and they said "yes they are still replacing the panels for this issue."

Now here is my issue; I paid 3700.00 for a TV that I chose and liked it broke and under warranty should be replaced with the same model within thirty days. I was told they were no longer available by Sony Customer Service that information was incorrect! I based my decision off of the information that was given to me by Sony which was misleading into thinking I did not have an option for the same model replacement TV. That in fact is false since they are still being replaced today and I have proof. As a customer if I am spending almost 4000 on a TV I would expect it would be one that is chosen by me and not by Sony.

The run around and taking days off of work and the frustration of doing all the leg work to provide your customer service that this was a warranty issue when it was in black and white on your very own website is frustrating enough and now I am stuck with a TV that I don't like and is a constant reminder that Sony really suckered me on this one. The only reason this TV is in my house is because Sony led me to believe that it was my only option was to accept the XBR-6.

Now I should not be held accountable for a decision that I made to accept the TV when I was not presented with accurate information to make my decision. This TV cost me over 4600.00 including the installation and was a major purchase for my family. I think that I should own the TV that I CHOSE and not the one that Sony forced on me. As a consumer I am outraged at the customer service never getting any call backs and speaking to disinterested robots on the phone. I am requesting at this point I get a refurbished XBR-4 back as it states under the warranty agreement on website.

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