SONY VPL-HS51 Video Projector

I have no idea how to contact the Sony Corporate Headquarters to complain (as explained in this letter). Their customer service department is useless, uninformed and basically inept.

TO WHOM IT MAY CONCERN:

I’m not an expert but I wanted to relate my experience in my recent purchase of the SONY VPL-HS51 Video Projector. The unit cost me over $3,700.00 with tax. I purchased it about 6 weeks ago. On December 6th the bulb (which costs over $300.00 to replace) failed. I called the warranty department at Sony and provided them the information on the unit including my Proof of purchase of the unit which was faxed to them the same night. I was told that that bulbs were not in stock because of the demand for them and so they were backordered from the supplier and it would take at least one week for the part to get to me. On Sunday, the 11th I telephoned the warranty department and provided them with the Event ID# and the Order #, my name and address, etc. I was informed that it would be another week and a half because they still have not received any of the bulbs from their Supplier. On Tuesday, December 13th I called again and was informed that they were still awaiting for me to fax them the proof of purchase. I told them that I had faxed it on the 6th of December. They then told me that the copy came in black. I was angry and stated “How was I suppose to know that and why didn’t you call me, they replied they they do not contact the customers, it is the customers responsibility. So the following day I resent the proof of purchase. I called to confirm that they had received it on December 15th. First, I called the parts department and they advised me that the company received parts in on the 13th and that they had no idea when my bulb would be sent to me because of a “Group Code” that was placed on the order by the Warranty Department and that they could not tell me when or how (snail mail or overnight) the bulb would be sent to me. He provided me with a 1-800-222-7669 number to call and find out what the group code was and that they could tell me when it would be sent out. So, I called that number on 12/15/05 at 10:15 am and spoke with “John” Emp. #CF6V who stated that he had no information on group codes and that he could not tell me when the part would be shipped. I ended my phone call with him at 10:19 AM when he transferred me to “Sandra”. She was very argumentative, really did not listen, but stated she also did not know what the “Group Code was”. She confirmed that they received my Proof of Payment for the item and that the part was shipped out and will be to me by the end of the week (today is Thursday). She also stated that it went U.S. Mail and will not take over 6 business days. I told her that I was really angry that Sony did not call me a week ago that my copy came in bad and I told her I was not able to read minds and she stated neither was she. So, I then asked her if I should call the parts department to ensure they had sent it. She replied give them another day then call. I did not wait and ended my call with her at 10:27 am and then called the parts department at 1-800-488-7669. I spoke with “Quinten” at 10:39 AM who put me on hold for awhile, then came back and asked how he could help me. I replied that I wanted to know how the bulb was shipped and if I could have had it sent Overnight. He advised me that I could not because it was “free” from the warranty department. He stated that the part was in the process and had not been shipped yet and would be another 24 – 72 BEFORE it was shipped and another 5 days before it would get to me. He then referred me to 1-800-488-7669 (the number I had already spoke to over the past week time and time again).

The amount of money I paid for this product and having it fail within 6 weeks you would have thought I would have had better customer service. I was so infuriated with the lies, transfers, and basic incompetence of these people prompted me to file a complaint with their corporate headquarters and their customer complaint department. Have you ever tried to find information on where to call or write? Good luck. Do a google search or even calling Information using the operator. Although their website stated Sony Corporation of America, New York, New York there is no way to contact them successfully. I attempted several times to contact anyone, but all I get is a run around.

This product is not worth the price. If they are having this much of a problem keeping this particular part in, it tells me that its faulty and certainly not worth the money. So, when you do research on this product you may want to add in here the problems I have encountered and the buyers know. As for me, I will NEVER buy Sony again and have let everyone I know of what I encountered with them. I have had to resort to purchasing a 19” tv to get me buy until my Projector works again and God only knows when that will be. In the meantime, I am letting every consumer service agency know of my problems and I have contacted shows like 20/20 and 60 minutes as well as my Attorney General’s Office and Better Business Bureau to warn customers of this Company and its practice. BEWARE.

Tim LaCroix & Gene

Boyne City, MI 49712