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I had a great Sony experience!

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4 replies to this topic

#1 of 5 Thomas P.

Thomas P.

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Posted September 10 2003 - 05:04 AM

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.
"It would be a shame not to enjoy the humor".

#2 of 5 Jack Briggs

Jack Briggs

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Posted September 10 2003 - 07:36 AM

Excellent, Thomas! Nice to see evidence of a respected company standing by its customers.

#3 of 5 Jason Charlton

Jason Charlton


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Posted September 10 2003 - 08:57 AM

It IS refreshing to hear a positive story every once in a while. Posted Image

Are you new to the Home Theater Forum? Stop by the New Member Introductions area and introduce yourself! See you there!

#4 of 5 Greg Abbott

Greg Abbott


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  • Join Date: Apr 18 1999

Posted September 10 2003 - 10:15 AM

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 of 5 John Robert

John Robert

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Posted September 10 2003 - 02:43 PM

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)...