Help

SuzySheen — Fri, 28 Dec 2018 17:16:18 GMT

HI,

My KD55X8509 3d tv has broken the report states faulty tv.

Since the 3rd of December I have been trying to get a replacement tv under the 5 year sony warranty via currys pc world.

Team Knowhow at Currys said that my tv was faulty and could not be fixed they said sony were sending a "new boxed" replacement tv but could not replace with same t.v as 3d tv's are no longer produced .

So we were told on numorous occasions that a "higher spec tv new in its original packaging " was going to be delivered to me on the 22nd December( 3rd Dec was first phone call ).

22nd December the replacement tv was delivered unboxed without a power cord or remote control .

We did not accept the tv as we had been told we were getting a brand new tv in original packaging not a unboxed tv with no power cable or remote control .

Again phone calls passed from one department to another and told contradictory information and told the tv sent was a new tv but had been took out of its original packaging to factory reset it, when asked why if it was a new tv it needed to be factory reset and why it had not been put back into packaging we were told "because it would look like it has been tampered with" 🤔 so asked for a call from a manager and were told this would happen within 24 hours .

This was on the 22nd December still no phone call.

Although this has all been through currys and not sony customer services as they are acting on behalf of sony that sony are partly responsible for this.

We have a report that states:

What we've found - The issue you reported was caused by a faulty tv .

What we've done - we have replaced your product. To help prevent issues in the future we have also factory reset your product .We then ran system checks to ensure your issue has been fully resolved .

1. Faulty tv (consumer rights act 2015 faulty goods)

2. What issues were found on the replacement tv? why did this need to be factory reset ?

This report was handed to us by the delivery drivers who said "I wouldn't accept it either I have took it out of a brown box with "repaired" wrote on it.

1. Were the delivery drivers instructed to take out of the repair box?

2. Why did currys say we shouldn't have the repair report given to us by the delivery driver?

On the 24th December after no phone call from supervisor as promised, we called in to the currys store we bought the tv from with original recpiet and the knowhow repair report .

He basically said we should have accepted the tv, and went into the store for a power cord and remote control !

We mentioned the consumer rights act faulty goods and he said we would need to get in touch with head office regarding this and "that's why you should have took the knowhow plan out with us the manufacturer guarantee is a sweetner to get you to buy the product but doesn't really mean nothing " 🤔.

Again today we phoned currys, passed from one department to another and back then were told we had no other option but to accept the tv and said "that was the tv sony had sent to them to send to us as replacement " we asked for clarification that sony had indeed sent them this tv to be told " yes that is the tv sony sent to us to send to you as replacement"

Being without a tv since the 3rd December and our serverly disabled visually impaired son not having the enjoyment of the colours and surround sound he finds so much enjoyment from we reluctantly agreed to re delivery of the "new" replacement tv providing this time it came with cable and remote. We also asked for confirmation that the remaining warranty from original tv will roll over to the replacement he could "assure" us but could not put this in writing .

He said he would call us back once he had sorted out delivery (We asked this to be asap as if we hadn't have been promised a new boxed tv on numorous occasions we would have accepted )

In the meantime we contacted sony customer services to confirm that they had sent the tv to currys to send to us, but said she could not tell me what replacement tv we would receive as this was through currys but would be a higher spec tv as new factory certified.

And said that the wrong information given by currys had nothing to do with Sony.

(Currys working on behalf of sony so surly has !)

Then we got the phone call re delivery - the replacement tv is missing at the moment so can't arrange delivery! We have to allow 72 hours for it to be found ! So safe to say we won't have tv before the new year !

Is it reasonable that we made the first phone call on the 3rd of December and have since then been told incorrect and contradictory information to be still without a tv! My understanding is that 28 days was a reasonable time for this to be resolved this will be the 31st December.

Totally shocked that 2 well known companies can treat people this way! And will think twice about buying "a good brand" with a 5 year warranty.

Also wonder what tv is of higher spec than my tv?

Re: Help

LightFoot — Fri, 28 Dec 2018 17:37:04 GMT

Hi @SuzySheen

There is no need to post more than once on this customer to customer help forum. If you are expecting Sony to respond then unfortunately you may have a very very long wait.

Re: Help/no help

SuzySheen — Fri, 28 Dec 2018 18:31:21 GMT

@LightFoot wrote:
Hi @SuzySheen

There is no need to post more than once on this customer to customer help forum. If you are expecting Sony to respond then unfortunately you may have a very very long wait.

Sorry didn't realised I had posted more than once on this customer to customer help forum! I have literally just joined and figuring how to work it!

No I am not expecting sony to reply, I save that expectation for the email wich has been sent directly to sony!

I did however expect some warm welcome replys such as yours on this customer to customer "help" forum!

Seasons greetings 😏

Re: Help/no help

LightFoot — Sat, 29 Dec 2018 17:51:34 GMT

@SuzySheen wrote:
@LightFoot wrote:
Hi @SuzySheen

There is no need to post more than once on this customer to customer help forum. If you are expecting Sony to respond then unfortunately you may have a very very long wait.
Sorry didn't realised I had posted more than once on this customer to customer help forum! I have literally just joined and figuring how to work it!
No I am not expecting sony to reply, I save that expectation for the email wich has been sent directly to sony!
I did however expect some warm welcome replys such as yours on this customer to customer "help" forum!
Seasons greetings 😏

Hi @SuzySheen. Apologies, it was difficult to spot the precise nature of your request for help in your detailed post. How can your fellow customers help you?

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