Is sony customer service this bad!!??

[Guy_88]

So I received a KD-55XE7073SU yesterday that had a chip on the screen, at first I thought it was dust but after trying to wipe it with a soft cloth it was clear it was a chip on the panel.

I phoned customer service they automatically asumed it was me straight of the bat by saying sony will not deal with physical damage that has been done by user. I said right okay I will contact the retailer (argos) I bought it from again he said argos won’t replace it since its physical damage.

Contacted argos and got it replaced with zero issues!! Im starting to regret my sony purchase, I have never experienced such ignorant and rude customer service. Do these guys actually think everything that gets assembled is 100% free of damage and that all there sony builders do not make mistakes??.

Let me tell you there is not one company that sends out 100% perfect products! everytime, there’s always someone that has a bad day, messes up or doesn’t package the product up right.

If I don’t get any reinsurance that when this product becomes faulty that im not automatically going to get the blame and shuned off, then im sorry but this is getting returned within the 30 day money back gurantee and switching to samsung!. maybe it was just a bad rude agent that I got.

sony make such amazing tvs its just sad about the customer service I mean argos is so small than sony yet they dealt with it amazingly you’d expect sony to be the same.

[EdwinaU]

Hi Guy, 

Thanks for joining the community.

Your post has been escalated to the support team and someone will update this thread when we hear back from them.

Best wishes,

EdwinaU

[Guy_88]

The tv was replaced by argos with no issues! i’m just here to ask if this is the kind of customer service i’m going to get throughout my warranty? 

If no one can convince me that sony has better customer service than this then like I said this is tv will be refunded within the week!.

I am not paying £669 for a tv to get treated like a criminal if anything goes wrong, that’s not how customer service should be!. The customer service feels like everyone is to blame bar sony. i’ve read some horror stories on the us forums of how people are treated.

[Mooly01]

You have to remember that your contract is with the retailer (Argos in your case) and not Sony, and that it is up to the retailer to resolve any complaints such as this.

Similarly, if the TV suffers a breakdown in the warranty period then your initial point of contact for repair is the original retailer, not the manufacturer. 

[LightFoot]

Hi @Guy_88  You have posted your "question" in the Android TV forum. I take it you are aware that your TV is Linux and is not an Android TV?

[Guy_88]

whether it’s with the retailer or not the way I got spoken to and accused of damaging the tv was disgusting from the customer service agent!. He even said that argos will not replace physical damage? this guy seemed to know everything! and thinks sony ships out 100% damage free tvs everytime, completely deluded.

It’s just crazy how small argos is compared to sony and they handled it far more professionally! The amount of money sony make, you’d think they would have the best customer service at hand!.

sorry just realised that this tv isn’t android. 

so like the post states is sonys customer service this bad? how many of you have had to deal with repairs or replacements?

[Jonnie1266]

Wow! Finally got through the security to get logged in. I've identified buses, bridges, cars and street signs then still I had to change my password. I almost gave up completely 

Anyhoo, just to throw one into the mix here, Sony PlayStation have a superb customer service in my experience. I purchased a PS4 from Simply Games, within three months the disc drive failed. Yes, I thought about contacting the retailer first but then thought hang on, I have registered this unit with Sony UK for warranty so contact Sony PlayStation. The customer service department recognised the issue straight away and at no cost to myself I was able to post the unit away for repair / replacement which took about two weeks in all before the kids were up and running once again.

If Sony had said contact the retailer first I would have done so, ultimately the repair or replacement would have involved Sony anyway so I guess I cut out the middle man and Sony upheld their responsibility.

Why register a product with Sony in the first place ? Otherwise keep hold of your receipt from the retailer for twelve months !

Regards

[LightFoot]

Hi @Guy_88. Personally only high praise for Sony Support who have always guided me to fix any software problems I have had. But as I have never bought anything direct from Sony then I have never had the need to contact Customer Services. What I am struggling to understand is why you contacted Sony Customer Services in the first place. Surely your issue was with Argos who sold you a damaged TV. What did you expect them to do? Perhaps you got the only Sony employee having a bad day at that time who was wondering why you you telling him you received a damaged TV and you hadn’t even bought it from them.

[Guy_88]

Yeah I have dealt with playstation customer service and they were really good.

What did I expect them to do? not to blame me for damaging the TV and say they would not replace it nor would argos due to physical damage!. If sony employees think that every unit that gets shipped is damage free then that is just deluded. This is what im trying to get across, if sony is going to blame the user 100% of the time and sony take no blame then what does that tell you!?

Yeah it seems like I got the wrong guy on the end of the phone, hopefully!.

[Sean_Mc]

Hi Guy,

Sorry for the inconvenience and the experience you have received. Please be assured this is a single incident that doesn't reflect Sony's customer service policy.  Support has advised me that they can only check for extended 5-year warranties on TV's after 30 days of the purchase as it can take take retailers this long before they send Sony the extended warranty information for the sold units. 

Glad to hear that you did get this resolved.

Best wishes,

Sean Mc