Here is the story:
For Christmas 2003, my father had purchases a Sony KDF60XBR950 Rear Projection TV for a cool $6k.
The TV had died in July 2008. My father had called Sony and was told that we were on our own. At that point, we googled issues with the TV and found that it may have been the G1 Board or a faulty thermal fuse. We also had to replace the lamp door due to it being melted. We attempted to swap it out and in the process, we kept on googling issues.
Apparently there is an extended warranty on this set. Sounds pretty straightforward no? Here are the links
http://esupport.sony.com/US/perl/news-item.pl?&news_id=261&mdl=KF60WE610
Upon finding this tidbit of info, my father called SONY and after much complaining was able to get a manager. Keep in mind they were telling us we were out of luck. Eventually, we got a service man to come out here.
The servce tech verified what we had told him and that the unit had melted itself and was a fire hazard due to a design flaw by SONY. This bodes well with extended warranty info that we had found. He then says SONY would most likely or replace it as it was deemed unrepairable by him.
A couple days past and we get a call from SONY offerring us a discount on a new tv. Keep in mind we paid 6k for a top of the line model. Their offers ranged from about 525 for a Bravia 55inch to 80 bucks for a 46 in low end model. Obviously, this does not jive with what their warranty said, whcih I will restate
The SONY rep says that that is the best they can do since they no longer have the part to repair it. That is NOT our problem that they can repair the TV due to a lack of parts. Also, this is almost TWO YEARS after we had first called them, when the warranty says that it will be taken care of for no charge within 30 DAYS.
We have tried calling the number various times and have been denied multiple times to talk to their manager (unbelievable right?) of various occasions. In our latest call, SONY said the offer was only good for 7 days from the initial offer.....THEY MADE NO MENTION OF THIS WHEN WE WERE FIST INFORMED.
Upon further research, we find this on a Sony TV Forums for people who have this same issue
We are at a loss of what to do. Sony is not standing by what their own effing warranty tells them they need to do. Essentially we have been told to take the offer or **** off. This seems to bein DIRECT VIOLATION to their own warranty and that case.
My dad also found that other owners of this tv model have formed class action lawsuits over this.
What can we do? We are thinking of calling up Clark Howard or Tom Martino (talk show consumer advocates)
I am finding this UNBELIEVABLE
In VERY stark contrast to Apple and even MS where Apple repalced a dead logic board for FREE on an out of warranty machine and gave me a free batt when my laptop was out of warranty since it was bulging and MS who has given us numerous replacement 360s
I hate SONY and will never buy their **** again
Any advice is very welcome. We feel that a replacement tv at no cost for a similar size is not too much to ask for)
For Christmas 2003, my father had purchases a Sony KDF60XBR950 Rear Projection TV for a cool $6k.
The TV had died in July 2008. My father had called Sony and was told that we were on our own. At that point, we googled issues with the TV and found that it may have been the G1 Board or a faulty thermal fuse. We also had to replace the lamp door due to it being melted. We attempted to swap it out and in the process, we kept on googling issues.
Apparently there is an extended warranty on this set. Sounds pretty straightforward no? Here are the links
http://esupport.sony.com/US/perl/news-item.pl?&news_id=261&mdl=KF60WE610
Emphasis mine.
Upon finding this tidbit of info, my father called SONY and after much complaining was able to get a manager. Keep in mind they were telling us we were out of luck. Eventually, we got a service man to come out here.
The servce tech verified what we had told him and that the unit had melted itself and was a fire hazard due to a design flaw by SONY. This bodes well with extended warranty info that we had found. He then says SONY would most likely or replace it as it was deemed unrepairable by him.
A couple days past and we get a call from SONY offerring us a discount on a new tv. Keep in mind we paid 6k for a top of the line model. Their offers ranged from about 525 for a Bravia 55inch to 80 bucks for a 46 in low end model. Obviously, this does not jive with what their warranty said, whcih I will restate
The SONY rep says that that is the best they can do since they no longer have the part to repair it. That is NOT our problem that they can repair the TV due to a lack of parts. Also, this is almost TWO YEARS after we had first called them, when the warranty says that it will be taken care of for no charge within 30 DAYS.
We have tried calling the number various times and have been denied multiple times to talk to their manager (unbelievable right?) of various occasions. In our latest call, SONY said the offer was only good for 7 days from the initial offer.....THEY MADE NO MENTION OF THIS WHEN WE WERE FIST INFORMED.
Upon further research, we find this on a Sony TV Forums for people who have this same issue
We are at a loss of what to do. Sony is not standing by what their own effing warranty tells them they need to do. Essentially we have been told to take the offer or **** off. This seems to bein DIRECT VIOLATION to their own warranty and that case.
My dad also found that other owners of this tv model have formed class action lawsuits over this.
What can we do? We are thinking of calling up Clark Howard or Tom Martino (talk show consumer advocates)
I am finding this UNBELIEVABLE
In VERY stark contrast to Apple and even MS where Apple repalced a dead logic board for FREE on an out of warranty machine and gave me a free batt when my laptop was out of warranty since it was bulging and MS who has given us numerous replacement 360s
I hate SONY and will never buy their **** again
Any advice is very welcome. We feel that a replacement tv at no cost for a similar size is not too much to ask for)
