Problems with Sony Blu-ray Disc/DVD Player

Posted Fri July 13, 2012 3:42 pm, by Laura P. written to Sony Electronics, Inc.

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I purchased a Sony BluRay/DVD Player through Purchasing Power (through my place of employment - you purchase the product through them and the cost is taken out through payroll deduction in increments over the course of 52 weeks). This is a great idea (no credit cards, no high interest, easy to budget, etc) so I decided to give it a try since my DVD player had died.

It arrived quickly - which was wonderful. It arrived with 7 business days of ordering it. That was a pleasant surprise.

However, 2 days after receiving it, it shut off and would not turn back on. I hadn't even attempted to watch a DVD on it yet - I had only used NetFlix and HULU (the system has a built in WiFi and I was connected to my wireless router at home).

I first contacted Sony support and they walked me through rebooting it, unplugging and plugging it back in, etc. After about an hour - they said there was something wrong with the machine and I needed to get it looked at and possibly repaired by a "qualified Sony technician". The closest place is almost 3 hours away from my house. I did purchase the extended warranty on the system. I called the extended warranty company (who were very nice to talk with) to tell them what had occurred and they said because it had been less than 30 days there was nothing they could do - that it was Sony's issue to replace it.

I then contacted Purchasing Power - and they were very nice. They said for me not to contact Sony - that they would do all the legwork. I told them I already had and gave them the information I had received. They also agreed with Square Trade (the extended warranty company) that the extended warranty wasn't in effect yet.

Purchasing Power has attempted to contact Sony and Sony wasn't very helpful to them either. They are now trying to get the manufacturer to replace it and send me a new one. They said to call back in a week and see if they have an update from Sony.

I can't understand why Sony is being so difficult. I have all the paperwork, they have a record showing I had it for only 2 days when it died. I think it is ridiculous that they want me to drive 3 hours to have a DVD Player looked at and possibly repaired (or the technician could say it is irreparable and it needs to be replaced). I haven't even made the first of the 52 payments on this yet!

I feel like I'm stuck in a black hole. I haven't had it long enough for the extended warranty, Sony wants me to drive 3 hours to have it looked it and Purchasing Power is trying desperately to get Sony to replace it.

We are talking about only a $170 unit. It would cost me that much in gas, tolls and parking to drive 3 hours there and back just to get it looked at!

With all the money that Sony makes - couldn't they send someone to my house? Or couldn't I send this one back (return receipt requested so I know it was received) and then they ship me a new one?

I'm not angry with Purchasing Power or Square Trade - I understand their position - but I am VERY annoyed and upset with Sony. I purposely bought the Sony product because I have a Sony Bravia TV and I have never had a single problem with it in almost 5 years so I thought it would be best to get a Sony product for the BluRay/DVD.

Can't someone from Sony PLEASE help with this?

Please contact me and please replace this unit with one that works.

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Re: Problems with Sony Blu-ray Disc/DVD Player by Laura1059 Posted Fri July 20, 2012 @ 2:07 PM THIS ISSUE IS RESOLVED!!! YAY!!! I contacted my Benefits Department who contact Purchasing Power directly (the rep for our company). That person contact me within 45 minutes and everything was resolved within 1/2 hour and a new one has been shipped to me. I am definitely happy with Purchasing Power now (not so much with Sony, but oh well) and will try them again after the way they ultimately handled this. Just wanted to let everyone know it is resolved. Reply Re: Problems with Sony Blu-ray Disc/DVD Player by Laura1059 Posted Fri July 20, 2012 @ 9:15 AM Latest update: I called Purchasing Power again who told me I'd have to package up the unit in all the original packaging (which I still had) and they needed to arrange to get it picked up. They couldn't do anything to replace it until they took this one back. They said someone would contact me within 72 hours to tell me whether they would pick it up at my house next Wednesday (July 25th - 3 weeks from when I received it) or whether they would pick it up where I work (I'm driving around with it in the car just in case). I've heard nothing. I'm going to call them again today. Losing faith in Purchasing Power now also. Reply Re: Problems with Sony Blu-ray Disc/DVD Player by Laura1059 Posted Wed July 18, 2012 @ 8:17 AM Just an update - still nothing yet. No word from Sony. Trying to contact Purchasing Power again today (they told me to wait a week which is today) to find out the status of this. Still have a unit that doesn't work.... My patience is wearing thin but I'm trying to be understanding because all the people at Purchasing Power have been very nice. The only difficult people were those at Sony. Reply Re: Problems with Sony Blu-ray Disc/DVD Player by Bill R. Posted Fri July 13, 2012 @ 5:17 PM Laura P., I hope this letter through PFB.com does the trick. If you do not hear from SONY in what you think is a reasonable amount of time I suggest that you use this link: http://esupport.sony.com/US/perl/select-system.pl?model_type_group_id= 1&SR=nav:electronics:tv_home_entertainment:bluray_dvd_players:support_ drivers:esup In addition I suggest that you let the HR Department or whomever administers the Purchasing Program at your place of work know about this as they might have a suggestion on how to get your mission accomplished. Good luck. BillR. Reply Thank you very much by Laura1059 Posted Mon July 16, 2012 @ 10:33 AM for your reply - I will definitely do that. I haven't heard anything yet - but am giving it until this Wednesday which is what Purchasing Power asked that I do. I'll post how things end up. I'm not trying to be unreasonable - I just want a unit that works. Have a good day, Laura Reply