Sony XBR television - purchased in Jan., 2001 - picture goes off after approx. 45 minutes of use - ongoing inability to get the set repaired - even had purchased extended warranty via Circuit City

# 4 for August 25, 2003

Complaints.com received the following consumer message on August 24, 2003:

From:

RE: Sony XBR television - purchased in Jan., 2001 - picture goes off after approx. 45 minutes of use - ongoing inability to get the set repaired - even had purchased extended warranty via Circuit City

In June, I called a service request in to Circuity City repair service. I had purchased an extended service repair at the time I purchased my Sony XBR TV. The tv was purchased in Jan 2001. The repairman was scheduled to come on July 5th. On July 1st he called indicating he wanted to go on a family trip on July 5th and he would like to come earlier. I set up the appointment for July 2nd.

After he called me several times that afternoon, ultimately, he never came to the house. Instead he asked me what the problem was (after about 45 minutes of initial watching of the TV, the picture goes off and sound continues.) He indicated it was the circuit board and he would order one and when it came in, he would come to install it. After over two weeks of hearing nothing, I called the Circuit City repair line. They informed me the reason I hadn't heard anything was that the repairman hadn't ordered the new part until July 16. I received a call from him (message on my answering machine to call him back), that he would come on July 25th to install the part. I called him back and he told me I had to call Circuit City to make an appointment and denied he ever called me. I called Circuit City again, since I was going to be out of town from 7/24-8/1. They indicated he would come on 8/1. He did.

As he put the part in the TV, a bright green light came on the screen and he immediately pulled the plug from the wall. I asked what was wrong and he told me that it could ruin my picture tube. Then he told me he had tried to install this same part on 3 tvs over the past week and the same thing happened. I asked him if he had called Sony to ask what the problem was. He said he had not and would call his manager, which he did. He told me the manager said there was a warning out about the part being defective. He told me he would take it home and fix it and call me on Mon. I called Circuit City and advised I didn't want a repaired defective part; rather I wanted a new part installed.

The repair man never called back. What followed since that time has been muliple phone calls, being re-routed from one number to another, multiple promises someone would call back-no one calls. Finally, I got one person who told me they would be out to my house on 8/16 and would call me on 8/15 to give me a time. No one ever called, no one ever came. I called the repairman Sat and he told me that no one had ever ordered the part and he would have his manager call me on Mon. No one ever called. Again, I have placed multiple calls with multiple promises and still have no service. I was told the repair part could be ordered and delivered overnight. On Friday, I called and got a number in Philadelphia to call.

The phone rang and rang..no answer at 4:15. I called a 1-888-333-2333 for the umteenth time and was told that someone had called my house and left a message. I asked why someone would call the house since I had left my work number. They didn't know any answer. When I got home at 4:55 there was a message to call the same Philadelphia number. I did and got a voice mail for a Michele at 1-877-286-2153 ext. 316. It is now Sun and I have heard nothing.

Let alone the fact I still have no working TV, the most troublesome part of this is that multiple people have made multiple promises and not one has come through. 4 times I have been told the manager would call me within 12 to 24 hours and no one calls. I called the corporate office and they transfered the call to the 1-888-333-2333 number. I called the repairman again Fri evening, but no response has been received.

Needless to say, this is my last Circuit City purchase. I can't tell you the time I have wasted trying to get this repaired. My desired outcome is either to have the TV successfully repaired immediately or have a replacement TV-same brand, same model.