Stores, Electronics - Good Guys need help with Sony Wega

Good Guys & used Sony Wega

Sony

From:

Date: Wednesday, July 05, 2000 10:03 PM

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I would appreciate Sony's help in this matter. [I did try calling the Sony 800 number this afternoon but, after being on hold for over an hour, the call went through to an operator, but I was promptly cut off.] On May 13th, 2000, I ordered a Sony Wega KV27FV15 from the Good Guys in San Mateo. The salesman said that I would have to pick up the unit the following day from the East Palo Alto store as his store was out of that model. However, at about 10 the following morning, the salesman called up and said that he had found the model at his store and that he could have it delivered. He did so. Then, after about 5 weeks, the TV began to intermittently display white horizontal lines. We have had the cable checked -- no problem there. We readied the original TV packing box in order to return the item to the Good Guys. On further inspection of the box, we noticed that it had been re-taped over the top seam where the staples should have been -- there were no staples. So we got an opened -- possibly previously returned -- TV for $1040 (including tax and extended warranty). We spent part of our July 4th returning the unit to the San Mateo store, expecting to return with a new TV. The Good Guys manager, despite the evidence on the packaging material, insisted that "his store does not do this". In order to prove that the packaging was identical to other Sony products, he asked for another Sony TV to be retrieved from the stockroom. Lo and behold, the tape used on the new product was different! He continued to insist that we had received a new TV. However, as a show of "good faith" he would deduct $100 from the price as that is a typical "floor model" discount. So, we would still have a TV that displays white lines but now it only cost us $940. Needless to say, we declined his offer. We want a new, working TV. If that is not possible, then we would like a full refund. I hope that you can help. Sincerely, Mark Eden