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Enthusiast
Posts: 2
Registered: ‎02-17-2017
Message 1 of 5 (227 Views)

Send me a new TV

I purchased my XBR-49X830C last February. The problems started almost immediately. Our first customer service call started in November 2016 and should have been much sooner. I have two Samsung TVs- that I simply turn on and watch. My SONY has issues regularly, from dropped channels to not even being able to turn it on, and much more. I called customer service last Friday 2/10/2017, and was basically hung up on but being promised I would be called back that same business day. The call came- one full week late. I have spent way too much time trying to fix a defective TV. In the last 8 days there have been 5 calls back and forth with service. I asked to speak with a manager, and was told there weren't any. Today I had to yet again unplug the set and replug it in to get it on. SONY customer service has lied to me and dodged a solution repeatedly.  I have gone way above and beyond what a customer should have to go through. Here is where things stand now- I am done jumping through your hoops as you try to avoid living up to the warranty terms. 

 

Send me an email telling me when my brand new unused replacement will be sent, and I will provide my address and the phone numbers used to call the service line on a secure site. If a phone call is needed, please have it come from someone who speaks English as their first language. I have not understood a good portion of what has been said previously. 

Moderator
Posts: 1,020
Registered: ‎01-16-2015
Message 2 of 5 (226 Views)

Re: Send me a new TV

Hi tvwontwork, we apologize for the inconvenience this issue may have caused you. Please send me a private message with the model # of the unit, purchase date, your phone # and most importantly, the event # associated to your issue. Regards, Ella

Specialist
Posts: 65
Registered: ‎02-13-2017
Message 3 of 5 (189 Views)

Re: Send me a new TV

Thankyou for writing here, as taking the time to do so helps raise awareness of a problem with contact that needs to be redressed.

I applaud your method of placing the ball firmly in the court of the people who 'won't play the game'!

________________________________

tvwontwork wrote:

 

Send me an email telling me when my brand new unused replacement will be sent, and I will provide my address and the phone numbers used to call the service line on a secure site. If a phone call is needed, please have it come from someone who speaks English as their first language. I have not understood a good portion of what has been said previously. 


 

 

This is effective communication, as it is clear in what it wants and preempts potential difficulties and has solutions in place, with the intention being to make effective use of time for all parties involved,.. again, well done.

 

 

 

Being someone who has seen similar issues to the first point you identified (reception quality), I have seen TVs perform poorly in a users house, yet pass the tech/repair bench inspection every time..

 

So, take my advise freely, and if any value in my words can be found, then 'yay'.

 

 

 

 

Firstly, two other TVs work fine?

Three TVs is the magic number that drops the aerial strength below the threshold of usability (in a LOT of setups).

 

I would start diagnosing by unplugging other devices around the house that are also plugging into the co-ax /aerial line.

 

Sometimes plugging in a spare TV in a fourth bedroom makes the flawless performance lounge room set fail (in ways that can seem random to figure out -intermittent issues being the worst to diagnose).

 

Also look at the powerboard setup and try following the install instructions at the front of the device manual (this is useful for many consumer products). Sometimes just because our mind doesn't understand the differnences in ampage delivery between the wall socket and the 'last socket' on the the powerboard.. I have seen issues such as weird TV menus going away based on the power socket used!!

 

 

Also, make sure any TV remote buttons are not 'held down'... sometimes some hair jammed into the front fascia of the remote, or a wedged button can make devices act skewwy.

 

Not saying the set isn't broken... just knowing that the downtime posting these things around can be really frustrating if the problem persists in the new unit.

 

 

For the record, having owned TEAC P70 transport (CD spinner) and a heavily modified DCD-s10; these world class CD transports will reject misinformation.

Most consumers used to question why the $30 supermarket special DVD player played discs more scratched than units costing twenty times more money..

Truth is I would rather have the unit that acurately plays the source material, and rejects poor quality signal.

 

Back in the eighties a lot of consumers would buy a top tier VCR as a 'signal booster' for the antenna circuit, as it made the picture way better than feeding straight into the 'cheap model' TV.

Enthusiast
Posts: 2
Registered: ‎02-17-2017
Message 4 of 5 (159 Views)

Re: Send me a new TV

Ella,
I don’t want to post my phone numbers until I am sure they are going only to you and not a broader audience. My TV is a SONY 4K.  Model type XBR-49X830C. It was purchased at Best Buy in Minnetonka, Minnesota on February 27, 2016. We now realize the problems started almost immediately, and have worsened steadily yet intermittently over time. At the time we thought that our cable provider was the cause of missing channels, poor picture quality, etc. We have gone through their service calls and had techs come to the house, all checked out fine. In reality the TV has been the problem all along. I have not received case numbers on most of the calls to service. The one I did get was E64710389. My most recent calls were on Friday 2-10-17 at roughly 2 PM CST, where I was basically told to get off the phone and promised a call back that same day. No call came. The number I called was 800-222-7669. Monday 2-13-17 I called at roughly 7 PM as the missing channels, poor picture quality had worsened. The software was updated for what I thought was the first time; my son now tells me that was done around Thanksgiving 2016 on a previous call to service so this was the second time. I specifically asked the support person if my warranty stopped on 2-27  or if it continued as there are established problems while under warranty. I was told the warranty would continue until the problems were resolved. On Wed 2-15-17 my TV would not turn on at all, with either remote or the button on the back of the set. At the end of that service call it turned on again. On Thur 2-16-17 approximately 4 PM I received the return call that was promised one week prior, but could not use my phone when called. I returned that call Fri morning 2-17-17, where the support did everything they could to make me okay the TV. I was not at home at the time, and this call was really upsetting as it was clear the intent was to dismiss the case -not resolve it. I asked to speak to a manager, and was told there weren’t any so that was not possible.  When I returned home that day, the TV would once again not turn on.
Can we agree to the following:
1. I was lied to by your service center when they told me the warranty continues and does not expire on 2-27-17.
2. I was lied to when I was told I would be called back the same day, and that call came 6 days later. And when I was told there are no managers in customer service.
3. A TV that will not turn on either by remote or the button on the back of the set is defective, whether that happens every time or not.
4. All of these issues started under the warranty period, the first of them in the first month of ownership.
 
I look forward to hearing your response to this situation.  Thank you.
Moderator
Posts: 2,326
Registered: ‎10-20-2014
Message 5 of 5 (156 Views)

Re: Send me a new TV

Hi tvwontwork,

 

 

Let me send you a message. 

 

 

Regards,

Dave

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