There is not enough room here to detail my complaint which has been ongoing for the past seven months in which time I have been 11 weeks without a TV. I purchased a Sony Bravia on the 21/12/10 at a cost of $998. I live on my own in rural South Australia and for this reason my TV is very important to me.
Over the next 7months the TV would intermittently turn off just after being turned on. However after hitting the on/off switch a few times the TV would resume normal function.
Living in a remote area with the closest service centre being 172kilometres away I could not guarantee that the problem would be observed by a repairer due to its infrequency in occurrence.
On the 27/07/11 seven months after purchase the TV turn off and would not resume normal function. I contacted the place of purchased and told to ring Sony. TV was collected and repaired total time without TV 20days.
Eighteen days after TV was return the same problem was experienced. At this time I expressed my concerns to Sony that this was a faulty machine due to the problem experienced since date of purchase and I requested a replacement. This request was denied.
TV again sent for repair total time without a TV 35days. With the upgraded conponent that was installed the TV worked for 5.5months then on the 19/02/12 for the third time same problem.
I contacted Sony Mon 20/02/12 it took 4 days for Sony to contact me re; a solution. Sony was to again arrange for my TV to be collect and sent to repairer for a report. Sony had Thursday afternoon from 2.30pm, all day Friday and Monday to make these arrange however by 3.30pm Monday afternoon no arrangements had been forecoming. I travelled 172klms and delivered the TV myself. I phoned Sony at 4.00pm Mon to find out why no arrangements had been made to collect my TV only to be told by customer service that a return call from Sony Customer relations would take 24hours.
24hours later no phone call. After waited a futher 20.5hours for a return call I again contacted Sony at 12.30pm Wed this time I was told by customer service that they would urgently request a return call from Customer relations.
4.00pm Wed 29/02/12 Customer Relations rang and informed me that they had the report from the repairs “same problem for the third time” and that a replacement TV would be sent to the repairer and then couriered to me.
By Mon 05/03/12 still no arrangements had been made to send new TV.
Tuesday 06/03/12 Sony Customer Relations Officer rang to tell me that I had to send an email giving Sony permission to keep my original TV and that I would accept a replacement. This was not asked on me 7days eariler when first informed that a replacement TV would be sent. Another 7 day delay. I compiled immediately and was told via email that I would be contacted when TV was shipped and that from the time of shipping it would take 3-5days to reach repairer.
TV was not shipped Wednesday 07/03/12 it is now end of day Thursday 08/03/12 and still not notification that TV has been shipped. So at this time the very best I can hope for is that the TV arrives at my home by Friday 16/03/12. This will be 25days since my first call to Sony for a problem that has occured three times in the past 7months and brings my total time without a TV to 11.5weeks.
I have sent in a written complaint to Consumer Affairs. However, it was suggested that I also let someone know at Sony.
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