Sony - Consumer Electronics - Unsatisfactory customer service

Posted on Wednesday, September 12th, 2012 at 8:29pm CDT by abandon_sony

Product: 40" Sony TV/KDL-46EX723

Company: Sony - Consumer Electronics

Location: US

URL: www.sony.com

Category: Consumer Electronics

Our 40" Sony LCD TV that was purchased in Dec 2011. We noticed a defect and filed a complaint. Replacement of the TV was scheduled by Sony in Aug 2012. The 40" Sony LCD TV was scheduled to be delivered by third party delivery company name Ceva logistics. Since my family was on vacation at the time the delivery guy was supposed to replace the LCD TV, we arranged for our neighbors to open our house and let the service man replace the TV on 8/2/2012. When we returned from our vacation, I was surprised to see that the service man had taken back my 56" Samsung TV in replacement of the 40" Sony LCD TV. I called Sony and explained them about the mistake performed by the service person who took away a different make/model/size TV. Sony contacted Ceva and told them about the issue. Ceva promised to track and return my 56" Samsung DLP TV. On a call between Sony-Ceva and myself, they said that they have tracked the 56" Samsung TV and scheduled a delivery date of 9/5/2012. When we received the Samsung TV at time of delivery my wife noticed that the Samsung TV that was being delivered was not ours and hence returned it back. After talking again to Sony and Eva again, we were assured by Ceva that they would return our TV that they took. The next scheduled date was set to 9/10/2012. Again on 9/10/2012, it was discovered that a wrong Samsug TV was being delivered. It was surprising to notice that the delivery man got just the LCD panel (not the entire TV). After calling Sony and letting them know what was delivered, the customer representative of Sony told me that I have to settle this issue with Ceva. I never expected such service from Sony. Since Sony is my point of contact, the least I expect from Sony is to handle this issue and return my 56" DLP Samsung TV back.


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