Purchased an ULTRA 4K XBR 65 x 850B around Christmas time 2014 from Amazon. June 20, the unit would not power-up. Blinking RED LED - contacted Sony. First interaction: Sony will replace my TV with a NEW unit. I was told that I needed to send pictures of the TV, serial number, model, and RED LED - done. I waited 5 days for Sony to reply. I had to contact Sony (after 3 days) to find that the e-mail address was incorrectly entered by the original service consultant, and that was the cause for delay. Another three days, and still no word from Sony. I called for the third time - the service technician told me that Sony had arranged a TV repair shop to come and fix the problem with my unit.
Another three days passed - no word from Sony. I called again, and found that a local repair shop was scheduled to come to my home and perform a part replacement which would resolve my issue. The repair shop e-mailed me with a date and time they would come. On July 3 between 9 and 12 noon - I waited. No show. I contacted the representative from the repair shop, and she informed me that they did not have any technician in my area to fix my TV and they sent an e-mail to Sony with that information. I called Sony, and did not get any resolution. I asked if they could replace my TV (stating that the original conversation told me specifically that units within 6 months of warantee would be replaced). They took my credit card, and asked me to wait for Sony to contact me. Again after 3 more days - I had to contact Sony, and ask what was happening. I was told that they were waiting on shipping confirmation.
Another 2 days passed (OK its is now July 8) - I called Sony and asked if they had any shipping information. Yes - finally, my (replacement #1) TV should be delivered on July 13. The shipping company CEVA Logistics called me and said the TV was scheduled to be delivered on July 17.
On July 17 ONE delivery person pulled the refurbished TV (not new) off the deliver truck, and brought it into my home. I helped this person tote, unpack, and then power up the replacement. The TV was damaged. A crack in the lower left corner, and a line up the left 1/4 of the screen was prominent on power-up. I rejected the replacement, and the courier packed it up, and was off. I photgraphed the unit, called Sony service (again), and asked for another replacement - that was 25 days ago.
To date - I have asked for a second replacement, and I have had to initiate every contact with Sony Repair. No new news.
It has been SIX weeks since I first reported this issue - I have repeatedly asked to speak with Sony Customer Relations and have had NO engagement from that group.
Please help - my service number is: E61396348
I am very concerned that my next replacement will arrive in the same condition as the first. Moreover, it has been WAY too long for a customer to endure the lack of prompt service from Sony. Also, with the support received from Sony, I am less than optimistic that any future service will be improved.
Please contact me - you have my information, and with the serice number, you have all of the history of conversations in this matter - I am very displeased.