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Moderator
Posts: 1,063
Registered: ‎08-18-2014
Message 61 of 212 (2,077 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Hi Domcorleone21, we apologize for the inconvenience this may have caused you. I sent you a private message regarding your concern. Kindly check your inbox. Thanks, Charlie

Specialist
Posts: 42
Registered: ‎03-04-2016
Message 62 of 212 (2,064 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

[ Edited ]

I honestly think not even the BBB will get Sony to change their minds. We probably would be better waiting till August 2017 until the X850C and X900C are dead, done and gone, so that the X930D can "trickle down" and become an offer. Or just cut us a check for $1500 (half the MSRP) so we can take our money elsewhere, since you seem so ****** bent on offering such ****** models.

 

Again, none of this anger is directed towards the reps on here (Charlie, Ella, Yuri, Ron), we know you're just doing your jobs. However, your managers/upper management needs a strong talking to about how to treat customers and retaining an ever shrinking consumer base. Again, look at your stock Sony. Your actions are what keep driving your numbers down.

 

Rest assured my family and I will no longer be purchasing Sony products, ever, over this debacle. You're talking 3 generations of loyal customers, gone.

Enthusiast
Posts: 8
Registered: ‎06-03-2016
Message 63 of 212 (2,029 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

As you said it there is no way out my friend, what kind of customer srvice this is. I asked politly to give me

a upper managment number or have them to call me but here is answer:

 

Plese be advised that our team in the National Customer Relations is the highest level of esclation that you can talk to. We apologize for the inconvenience this may have caused you. However, our offer is final and will stand as is.

 

They just SIMPLY DONOT WANT.  I just wish someting like this happes for these peole then might feel what

we are feeling.

Specialist
Posts: 19
Registered: ‎04-08-2016
Message 64 of 212 (1,849 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

So, anyone here make any head way?  I know I haven't unfortunately.

Specialist
Posts: 42
Registered: ‎03-04-2016
Message 65 of 212 (1,836 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Unfortunately, no. I haven't forgotten about this thread though, and neither will Google.
Enthusiast
Posts: 1
Registered: ‎08-13-2016
Message 66 of 212 (1,735 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Hey guys, after seeing the horizontal lines appear on my set, I discovered this thread. 

 

As per all of the other posts here I was offered a 900C as a replacement and told that this was the only offer Sony would make. I asked to speak to a product specialist instead of customer relations. I then had the product specialist confirm to customer relations that the 900C was in fact not a comparable or better set due to it being edgelit only with no local dimming.

 

I then actually took the customer relations department to the Sony website, to the marketing page for the 930D and had them look at how their own marketing literature sells the 930D slim backlit technology as the closest thing to full aray local dimming and even has pictures that illustrate how superior it is to edgelit tecchnology like the 900C. I asked them to speak with their own product specialist regarding which TV in the current lineup would offer the most comparable picture quality to the HX950. The product specialist confirmed that the only 55" set that they currently offer that is comparable to the HX950 in contrast and dimming is the 930D.

 

Anyways...long story short...after 3 more phone calls of being told that the 900C was the final offer and I had to accept it...my brand new fully warrantied 930D arrived yesterday...and I am satified that this is an acceptable replacement for the HX950.

 

The reality is that Sony knows that a refurbished 900C is not a comparable exchange, but the other reality is that the average consumer will hear that they can get a 2015 4k tv for their defective 2012 set and accept it without any issue.

 

It is unfourtunate that I had to work so hard to get Sony to finally do what was right and offer me a comparable replacement. That being said, there are not many companies that have better customer service than Sony in the elecctronics industry. I have been a long time Sony customer, and this most recent experience actually proves to me why I have been. Dealing with warranty and customer service issues is always a PITA, but having a company actually stand behind their product and replace it when its defective is a satisfying experience.It is only by articulating clearly what we as the customer expect that we are ever able to get the outome that we want.

 

I just wanted to share my experience as it seems that there is a lot of people frustrated on here. I hope that my experience as a satisfied and loyal Sony customer helps. This is exaclty why I have never purchased LG and Samsung products.

 

 

Specialist
Posts: 42
Registered: ‎03-04-2016
Message 67 of 212 (1,716 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Does that mean Sony will own up to the truth and start issuing X930D as replacements? That would be a fair and just move, especially since your product evaluation staff more or less confirmed the argument I presented on here quite some time ago.
Specialist
Posts: 19
Registered: ‎04-08-2016
Message 68 of 212 (1,708 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

So Charlie, does this mean all of us with the same issue here can expect a similar outcome? I feels that's only fair as that is the only real acceptable option for replacing our lovely top-of-the-line 55HX950 televisions.
Moderator
Posts: 1,409
Registered: ‎10-20-2014
Message 69 of 212 (1,679 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Hi raidriar, I sent a private message to you. Thanks, Yuri

Moderator
Posts: 1,409
Registered: ‎10-20-2014
Message 70 of 212 (1,676 Views)

Re: The official XBR-55HX950 "horizontal line" panel defect thread

Hi Purehazard, please check your inbox. Regards, Yuri

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