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Posts: 4
Registered: ‎09-30-2016

Sony Refuses to Honor their Warranty (XBR-65X900C and PSVR)

Bought Sony 4k HDR tv XBR-65X900C late September or early October of 2016.


Everything was fine up until about 2-3 months ago. 3D has bad ghosting/double images instead of a nice clean crisp 3D image. It started to have "Light Bleed" issues. And maybe clouding also.


Bought PSVR abouit 2 months ago. Could never get a HDR signal pass through the PSVR box.


I contacted Sony to make a claim on my Warranty and to get some help. Sony told me I needed to contact PlayStation, PlayStation told me that I needed to contact Sony (It went on for 2+ weeks).


Sony finaly help (kind of). Sony could not figure out whats going on with the PSVR headset. 

Sony then refuses to honer their warranty on the PSVR headset.


I told Sony what is going on with my tv. Sony took about 2-3 days to call me back and told me the tv is working just fine (Sony never did inspected my tv). I asked to speak with a supervisor, supervisor told me that I needed to do the "Sony Technician" job and take pictures of my tv. 


About a week later, I emailed them telling them that I do not have a working camera (cell phone included). 

Sony kindly let me know that because I could not take pictures of my tv because I have a non-working camera, THE TV IS WORKING JUST FINE.

Once again, Sony refuses to honer their warranty.


Sony refuses to send me out a "Loaner" camera.

Sony refuses to send out a "Sony Technician" to inspect my tv.


Their "Warranty" for my tv does not say anywhere that the customer has to spend money to make a claim on their warranty. Nore the customer has to do a "Sony Technician" job, UNPAID!


Sony has not giving me a valid reseason that they refuse to honor their warranty.

New Member
Posts: 4
Registered: ‎09-30-2016

Re: Sony Refuses to Honor their Warranty (XBR-65X900C and PSVR)

I forgot to mention that I did bought Geek Squad 5 year service plan for the tv.
Posts: 460
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Registered: ‎02-09-2011

Re: Sony Refuses to Honor their Warranty (XBR-65X900C and PSVR)

Have you contacted Geek Squad (1-800-433-5778) about your Geek Squad Plan? If you have that I would say go through the Geek Squad. That's the purpose of the plans - so you don't have to deal with the Manufacturer and Geek Squad will send a repair technician to your home.
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Registered: ‎01-21-2014

Re: Sony Refuses to Honor their Warranty (XBR-65X900C and PSVR)

Hello 007,


I realize you’ve been patiently waiting for assistance for some time, and I truly apologize for the extreme lateness of our reply. Given the situation, I greatly appreciate it. I certainly wouldn’t be happy if both my TV and PSVR started having issues, particularly if I was having difficulties receiving service, so I’d be happy to see what options we may have available to assist you.


Upon review of your Best Buy account, I was able to locate a Geek Squad Protection (GSP) plan for your TV. Because it’s a 55 inch TV, we should be able to offer in-home service, so at your earliest convenience, please call us at 1-800-GeekSquad to speak with an agent about possible dates. I’m not readily finding a GSP plan for the PSVR though, so I’d like to see if I can find your receipt to verify if one was purchased. If so, we may have service options for that as well, so I’ve sent you a private message to gather some additional information from you. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.


Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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