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I had a great Sony experience!

Discussion in 'Displays' started by Thomas P., Sep 10, 2003.

  1. Thomas P.

    Thomas P. Well-Known Member

    May 20, 2002
    Likes Received:
    I have been encouraged by forum members to share this anecdote.

    Thanks to this forum, a few months ago, I became aware of the problems (e.g.moving vertical band) that others were having with the XBR800. I noticed that I had the same problems. I called Sony and they had a tech out within 2 weeks. He said that I needed a new board and that he would be back. He did come back with another board and it didn't fix the problem. I asked him what Sony would do about this and he said to call Sony service, which I did.

    I explained the situation and corroborated my statements by referring to forums like this one. I made the point that I am not alone and this is a prevalent problem. The woman I spoke to said she would call back in an hour after talking to her manager and she did. She said that her manager authorized an exchange. I took a gamble and said that I didn't want another 800 but that I would rather have the new XBR910. I indicated that I would wait if they would allow that. She said that she would check again with the manager and would contact me the next day. Sure enough I received another call confirming that I could wait for the XBR 910 to be released and that I could hold on to the XBR800 until I got the 910. I told her that if that was the case(the exchange for the 910) then I would need a stand because the for the 910 because it would not fit on the 800 stand. She said that she would send a stand as well. During my wait the Sony Customer Service rep sent me regular timely updates on the progress of my exchange and represented Sony in a very professional manner.

    Finally last week I received the T.V. and stand direct from Sony right on time.

    I hope this e-mail adds value in that it shows that I asked for what I wanted (which is sometimes hard for me to do) and I got it. Also, maybe this good experience will counter balance alot of the negative floating around about Sony.
  2. Jack Briggs

    Jack Briggs Well-Known Member

    Jun 3, 1999
    Likes Received:
    Excellent, Thomas! Nice to see evidence of a respected company standing by its customers.
  3. Jason Charlton

    Jason Charlton Ambassador

    May 16, 2002
    Likes Received:
    Baltimore, MD
    Real Name:
    Jason Charlton
    It IS refreshing to hear a positive story every once in a while. [​IMG]
  4. Greg Abbott

    Greg Abbott Member

    Apr 18, 1999
    Likes Received:
    I'm pretty impressed with Sony. Just yesterday they shipped out a new set to me (WS510) to replace my current set (HW40) that I purchased in May 2002. No expense to me whatsoever.

    Granted I had to deal with the dreaded "flicker" issue, but they have handled the whole problem very professionally, IMO.
  5. John Robert

    John Robert Well-Known Member

    Sep 6, 2003
    Likes Received:
    I think this reinforces the value of forums like this. I was able to get an out of warranty 444es fixed because I emailed Sony's customer service evidence of others with same problem (overheating)...

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