topic Re: 3 week old Kd55XE7002 broke in Android TV

3 week old Kd55XE7002 broke

Firebladegriff — Wed, 06 Dec 2017 18:20:40 GMT

I purchased a Sony KD55XE 7002 3 weeks ago and now I get the 2 red led lights flashing indicating the power board. I tried the unplug and leave but no joy.

As it’s 3 was old I contacted Sony for an exchange like for like only to end up banging my head up the wall.

they would have to arrange collection, inspect, repair and deliver when fixed. No replacement even though it’s brand new. Estimated time scale 28 days. Now forgive me but what ever happens to Sony’s excellent customer services.

I even explained that I’m disabled and housebound and it was a Christmas present to myself. Now I have a dull festive holiday without a tv.

Has anyone else suffered poor customer services of late. They used to excellent. I shall never purchase a Sony product again.

Re: 3 week old Kd55XE7002 broke

jumpsuit — Wed, 06 Dec 2017 18:37:29 GMT

Hi @Firebladegriff and welcome to the Community

That's really bad luck! 😞

I will escalate this for you just to see if there's any possibility of

speedier assistance. I can't promise anything but its worth a go.

On a personal level I would expect them to be able to offer

another option given how new the TV set is.

Are your contact details correct in your profile?

Re: 3 week old Kd55XE7002 broke

LightFoot — Wed, 06 Dec 2017 18:46:11 GMT

@Firebladegriff wrote:
I purchased a Sony KD55XE 7002 3 weeks ago and now I get the 2 red led lights flashing indicating the power board. I tried the unplug and leave but no joy.
As it’s 3 was old I contacted Sony for an exchange like for like only to end up banging my head up the wall.
they would have to arrange collection, inspect, repair and deliver when fixed. No replacement even though it’s brand new. Estimated time scale 28 days. Now forgive me but what ever happens to Sony’s excellent customer services.
I even explained that I’m disabled and housebound and it was a Christmas present to myself. Now I have a dull festive holiday without a tv.
Has anyone else suffered poor customer services of late. They used to excellent. I shall never purchase a Sony product again.

Hi @Firebladegriff Did you buy it direct from Sony? If not your first point of contact should be the retailer you bought it from. If the retailer was any good then they would have helped you straight away. My old 9 month Sony TV developed a fault and I contacted the seller. They immediately picked up the TV and left me with a loan TV of the same size. When it became clear it would take some time to fix it they offered me a full refund which I accepted and bought a 2017 Sony TV from the same seller.

Re: 3 week old Kd55XE7002 broke

jumpsuit — Wed, 06 Dec 2017 18:50:26 GMT

Hi @LightFoot

I'm guessing it was bought from Sony online hence my attempt to assist.

If not then yes, I would definately be on the telephone to the

retailer first thing in the morning

Re: 3 week old Kd55XE7002 broke

Firebladegriff — Thu, 07 Dec 2017 10:37:32 GMT

Hi Jumpy.

thank you.

Yes all details are correct. It was bought from very.co.uk though so as pointed out my plight is with them and not Sony. But alas they are as helpful as a chocolate fire guard.

Re: 3 week old Kd55XE7002 broke

Firebladegriff — Thu, 07 Dec 2017 10:40:14 GMT

Thanks Jumpy. No bought from very as my income is very low and getting nowhere with them. Wish I’d have kept my LG as a spare

Re: 3 week old Kd55XE7002 broke

jumpsuit — Thu, 07 Dec 2017 11:09:20 GMT

Oh dear. 😞

What did Very say to you?

Are you still within a 30 day period from delivery?

Re: 3 week old Kd55XE7002 broke

Firebladegriff — Thu, 07 Dec 2017 11:23:11 GMT

I’m still within 30 days.

After no exaggeration of 20 phone calls to their poor call centre and lots of arguing they’ve decided to replace like for like after they have collected and inspected faulty one. So hopefully with out myvTV for 14 days instead of 28

Re: 3 week old Kd55XE7002 broke

jumpsuit — Thu, 07 Dec 2017 11:31:52 GMT

I have just telephoned them too and after being perfectly audible the advisor became totally

inaudible and then hung up when I suddenly asked them for their returns policy on an electrical item

that had become faulty within 3 weeks.

If you are ok with their latest offer of help then I won't phone them again.

(I know Its still not ideal though )

You could always leave a post on their facebook page about this poor service if you want, mind you some of the posts there make grim reading. 😞

"HAVE I MENTIONED VERY'S CUSTOMER SERVICE IS APPALLING ! They continually cut off your phone call - they don't conduct DPA prior to cutting you off - they do not resolve any issues you present them with - they do not apologise for their mistakes"

"THE WORST COMPANY Very!!!!! SUCH A HUGE COMPANY AND THEY HAVE THE WORST CUSTOMER SERVICE TEAM EVER! THE WOMEN JUST LAUGHED AT ME WHEN I EXPLAINED HOW ANGRY I AM THAT MY RETURN ITEM STILL HASNT BEEN COLLECTED AFTER 3 WEEKS AND 3 DAYS OF ME WAITING"

" Worst Customer Service in the History of Customer Service. I am on 32nd Call with Very and they still haven't REFUNDED me. Their Customer Service Team in South Africa pick up the call to me now and don't answer just leave it on"

https://www.facebook.com/VeryUK

Re: 3 week old Kd55XE7002 broke

jumpsuit — Thu, 07 Dec 2017 11:45:50 GMT

For future reference:

If you have any more problems or you're still not satisfied,

Very are run by Shop Direct who are based in Liverpool

and are not an outsourced call centre abroad.

Here is their number:

0844 292 1000

When my wife has any problems with Very she goes directly to Shop Direct

Re: 3 week old Kd55XE7002 broke

Firebladegriff — Fri, 08 Dec 2017 13:57:42 GMT

Many thanks for your assistance on this. I thought very had finally decided to deliver a replacement but had a call yesterday to say they would collect for repair 12/12. So looking forward to xmas

Sony phoned yesterday and customer care Fahid was really good and though he can’t promise anything he shall try his best to see if they can help. Fingers crossed.