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Specialist
Posts: 16
Registered: ‎12-30-2017
Message 1 of 10 (441 Views)

Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Warning.. Long read ahead.

 

As a long time and loyal Sony consumer, I am posting this in hopes that it not only reaches people that are considering purchasing a Sony television but someone at Sony itself so that this situation may have a decent outcome. I won’t hold my breath for the latter.

 

I have been an avid Sony fan for over two decades. Basically as long as I have been able to make my own purchases. Currently, I have a Sony tv in all three rooms of my house along with Sony audio equipment, two PlayStation 4’s (one is a pro), a PlayStation VR and both my phone and laptop (Vaio) are Sony as well.

 

Having said that, I have never had a problem with any of my Sony Electronics and when I was looking to purchase a new TV for our main room, I immediately started looking at the 930E first and then the LG C7. I still own a 930D from last year’s range and it has been an excellent television. That coupled with the familiarity of the brand, made me decide on the 930E. I was excited for our new TV and made the purchase mid November.

 

The TV arrived and I couldn’t have been happier with the picture quality. I hooked up my PlayStation 4 Pro and Xbox One X to really see what the tv could do but I was immediately plagued by random drop outs where the audio would continue but the picture would go completely black. This would happen on every input source (including the TVs built in apps) and would last anywhere between 1-3 seconds before the picture returned. It would happen intermittently. Sometimes a few times an hour, sometimes multiple times within 10 minutes. Obviously, this was unacceptable and while I was disappointed, I was pleased to hear that Sony would be sending a brand new replacement.

 

This is where things get ugly....

 

I was told that it would be a “white glove delivery” for the new TV by the customer service rep. This was also stated in an email and on the carriers website when I checked my tracking status. The “White Glove” service was supposed to include two people who delivered and set up the tv so that I would be able to inspect it. This sounded great and fair considering the frustration of having a defective tv right out of the box.

 

Almost 3 weeks pass. Well beyond the 10-15 days I was quoted. I was patient and still had high hopes. Finally, almost a month after receiving the defective unit, I was able to call the local deliverer and schedule an appointment for almost a week out. The time frame for the delivery was between 12-4pm. I was also assured the delivery driver would call 30 minutes before he arrived to give me a heads up... I missed work and sat and waited over 4 hours before the driver randomly showed up alone and without a call around 4:30. I was a bit annoyed but still had high hopes and couldn’t wait to set up the new tv.

 

As I watched the sole delivery driver open the back of his uhaul van, I noticed my TV propped sideways on the van wall with the screen down and a 65’ Samsung resting on top of it. When I asked why, he told me that even though mine was smaller, it was heavier, so he packed them in that way. Obviously this was the first sign something was wrong. He then grabs a dolly and tries to manhandle the 90lb tv out of the van and onto the dolly to roll it to my stairs and into my home. I could not believe they would send one person to deliver and set up such a heavy and expensive TV so I helped him to actually carry it safely inside where I expected him to help me lift and set it up as listed in the “white glove” delivery description. This did not happen. The driver informed me how upset he was about another driver that got into a wreck and how it bothered him that he had to do extra deliveries because of it. He then asked for the failed unit. It was still on the stand and next to it’s remote and power cord. He explained that he didn’t have the time or tools to take off the stand, so he then asked me to help him put the tv in its box UPSIDE DOWN WITH THE STAND STILL ATTACHED. After I helped him carry out the failed tv, he left, leaving the power cord and remote in the process. He didn’t even stay long enough for me to at least inspect the tv. There were dents on parts of the box and I was concerned about the condition of the TV. Especially considering how I saw him handle his cargo...

 

Thankfully, I opened the tv and was able to call a friend to help lift and set it up on the stand. It turned on fine and I didn’t notice any immediate damage. I was so relieved! This was 2 days before Christmas and I was incredibly busy with my family so I wasn’t able to actually sit and use the TV for a long period of time until a few days later on the 29th. This is when I noticed that to my surprise (and horror) there was a fairly large group of black/dead pixels that are roughly a half inch in length. They are towards the top of the screen but almost directly in the center of the tv. No matter what the tv displays, this area never changes from black. The pixels are not stuck or hot. They are dead and constantly look as if the TV is turned off where they are. This has ruined an otherwise amazing TV. Now that I know it’s there, it’s all I see. Even when the tv is displaying fast moving video, it is still incredibly noticeable. I immediately took video and pictures then called to speak with customer service but I was told that the department I needed to talk to would be out until Tuesday for New Years and it would be up to 2 days after that I’d even hear from them. He of course could not help....

 

So after purchasing what I would consider a fairly high end and expensive tv in November, it is now January and I still do not have a working tv that is free from obvious defects. I have no idea if the terrible delivery service had anything to do with the defect or if it was just icing on the cake but this whole situation has left me feeling incredibly sick as I spent almost $2000 on a tv and feel like I have gotten completely ripped off so far by Sony. I will keep following up on this but I could not help but share my experience and hope no one else spends this much money to be treated so poorly. I truly hope Sony makes this right but I’m beginning to lose faith in the company I’ve given thousands of dollars to over the years.

Specialist
Posts: 16
Registered: ‎12-30-2017
Message 2 of 10 (440 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Why was this originally deleted? Do the mods not want people to know how terrible buying a high end TV from Sony can be?

Moderator
Posts: 127
Registered: ‎09-19-2017
Message 3 of 10 (390 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Hi FallDemon, let me send you a private message. Thanks, - Jade

Specialist
Posts: 16
Registered: ‎12-30-2017
Message 4 of 10 (379 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

I received a call from Sony and sent pictures of the defect. They have reviewed the pictures and I’m supposed to hear back soon from customer service. Here’s hoping they do the right thing. I will update with the result. 

Moderator
Posts: 45
Registered: ‎11-21-2017
Message 5 of 10 (373 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Hi FallDemon, 

 

Let me call you to discuss the update on this case.

 

Thanks,

Carl

Specialist
Posts: 16
Registered: ‎12-30-2017
Message 6 of 10 (360 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Sony did call a few hours ago and let me know they’d be sending a new tv. Hopefully I’ll get some kind of email confirmation to make it official soon. 

Specialist
Posts: 16
Registered: ‎12-30-2017
Message 7 of 10 (248 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

[ Edited ]

Just an update to this ridiculous story....

Sony has sent a new replacement. This was obviously great news. I was told I could keep the remote and power supply from the failed unit as a “courtesy”. I’m not sure why I’d want them or how that is compensation (I don’t expect anything except a working tv) for such a unprofessional experience but yeah....

The problem now is that despite the absolutely terrible service by the local carrier on the first delivery and assuring me that it would be taken care of, Sony has chosen to use the SAME local freight company. This company is absolutely horrible and after realizing it was the same one, I was immediately disappointed that Sony would decide to use the same local carrier that caused this to be such a nightmare in the first place. The company is called All Star Freight out of New Orleans. They do not have ONE single positive review on any site I can find and are rated universally as a 1/5 due to poor service and damaged goods. That means my situation was not an isolated incident.

Considering the way the last delivery was handled, you would think Sony would make changes so that this would not happen again or at the very least give me peace of mind as a customer. Regardless, what matters most is that after 2 months, I finally may get a properly working tv.

BUT now comes the sad part and why instead of feeling good about finally getting a tv that may work, I feel uneasy and anxious about dealing with this terrible company again (my personal experience and their online reputation aside)...

When I called to set up a delivery time, I was transferred by CEVA (The carrier Sony uses to get your shipment to your local freight company) to talk with a supervisor at All Star Freight named Steve. I should note that this is the same guy I was told to talk to ever since the first delivery was scheduled but was never able to reach the entire time that this has been going on. Of course, instead of getting Steve, I get the receptionist/dispatcher who asked who I was and what I wanted with him and acted like I was more of a bother than a customer. She then gives me a 4 hour window for delivery for this Monday. After the call, I checked with CEVA and noticed a completely different time window listed. I called them back since I couldn’t get in touch with Steve on the local level and they tell me that the appointment was indeed set for Monday but their computers showed a completely different time... I work Monday-Friday so I have to take off work to be home for this. A mistake or a wrong 4 hour delivery window can cost me more money than this already does by staying home.

So now I obviously have to call back to try and get an accurate time window for delivery and this time I’m a bit more annoyed. The CEVA representative offers to call Steve again and instead of transferring me, says Steve will call me back. He finally does... Of course even though this replacement is being sent due to their mishandling of the first unit, he claims he has no idea that the first delivery happened the way it did. Now, that tells me that either he’s lying or when Sony told me that they made notes of this whole situation and were contacting CEVA to sort this out, they were just telling me what I want to hear. Either way, he simply asks if I accepted the delivery and is completely unconcerned with the fact that his company failed to provide a “White Glove Delivery” even though it was in the contract and that the cargo was damaged. He then even had the audacity to say he’s not sure how he hasn’t heard from me about this yet even though I’ve filed complaints with both Sony and CEVA and he had talked to two separate CEVA representatives before he decided to called me. Not to mention I have literally called and asked for him by name multiple times at the suggestion of CEVA.

At first, I was impressed with Sony and honestly thought they were doing everything they told me over the phone and through emails. Now I see that it seems that they just tell you what you want to hear.

Yes, I am extremely happy that they sent out a new tv (and hope that it gets here in one piece) but Id like to think that that’s what ANY company that actually cares about their customers would do in this situation. What I can’t excuse or understand is why they chose to go the exact same route as last time despite everything that happened and how that makes the situation even more stressful than it needs to be.

In short, they did send a new replacement tv but they still mishandled the situation. Now I’m stuck dealing with a company that is not only well known for being incredibly unprofessional and incompetent but that is the direct cause for most of this nightmare in the first place. It will be a very anxious and stressful wait until the TV is delivered. Even the delivery itself will be stressful because I don’t trust these people to set up or even unbox something as fragile as a large tv.

Highlighted
Moderator
Posts: 45
Registered: ‎11-21-2017
Message 8 of 10 (230 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Hi FallDemon,

 

Thank you for bringing this concern to our attention. We apologize if you feel uncomfortable about this exchange. Please be rest assured that Sony is closely monitoring your file. 

 

Regards,

Carl

Specialist
Posts: 16
Registered: ‎12-30-2017
Message 9 of 10 (144 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

[ Edited ]

The TV was just dropped off. Notice I didn’t say “delivered”.

 

Despite the driver having a shipping invoice that had “Must have two people present”, “Stairs” and “Call 30 minutes before” written across it in bold ink, he showed up alone and with no call. He was  thankful that I helped him carry both TVs to and from his truck and that I had the old TV ready to go with the stand off this time.

 

Upon arrival, I noticed the TV was clamped down standing “VERTICALLY” rather than horizontally, like the tv would normally be. This is SPECIFICALLY warned against ON THE BOX OF THE TV! It even has an illustration!

 

The SONY TV BOX also says very clearly “TWO PERSON LIFT REQUIRED”. This is common sense and is also how Sony recommends handling this TV. 

 

So... no “White Glove Delivery”, only ONE person was sent to deliver and set up a 90Ib tv AND it was loaded/transported improperly going by SONYS OWN GUIDELINES. 

 

To think that this happened AFTER I talked to CEVA, Sony AND the supervisor at the local freight company (who all guaranteed the delivery would be carried out properly) is simply pathetic. 

 

Now i I have to wait until someone can help me set the TV up before I even know if THIS one will work properly... 

 

This is how Sony handles their customers and “monitors” the situation and this is also how CEVA and All Star Freight honor their contracts to Sony for “White Glove Deliveries”. What kind of company operates like this? If Sony doesnt care about their customers, you would think they’d care that they are paying these freight companies for services that ARE NOT being carried out. Never mind the promises to customers they obviously have no intention of fulfilling. They could have easily used someone else to get the TV here. Especially after the first time. There is absolutely no excuse for this....

 

It has been TWO MONTHS  since I paid for a new, fully functioning TV. Two “white glove deliveries” later and I’m still unsure if I have one. 

 

As upset and bothered as I am about the delivery, my only hope now is that this tv works and this nightmare  is over. 

Moderator
Posts: 1,101
Registered: ‎08-18-2014
Message 10 of 10 (138 Views)

Re: Why was my topic deleted?? Repost: Nightmare experience with brand new 930E

Hi FallDemon, Sorry to hear about this. Let me send you a private message.  Thanks, Hailey

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