03-06-2017 08:43 AM
I purchased the Sony KDL-60W630B television on 01/01/2017. On 03/04/2017 the television stopped working. I called Sony Customer Support on 03/05/2017 because I was told by the Best Buy Sales person that any problems with the television should be handled by Sony directly.
After giving Sony Customer Support all of the pertinent information about my purchase, they informed me that the television was manufactured sometime prior to November 2016. Sony also informed me that the original model was manufactured in November 2014. They asked me if the set was new when I purchased it, or was it a floor model, or refurbished? I assured them that Best Buy told me that the set was new. Based on my description, Sony diagnosed the problem as a bad board and told me that they would try to get the replacement part, but that they would normally not support a product that was more than 18 months past the manufacture date.
Why did Best Buy sell me a television that was that old? Is that a common practice? If it was their goal to dispose of their old inventory, should they have told me that, instead of allowing me to find out later? At best, this sales practice is questionable, and at worst, unethical.
At this point, I would expect, at no cost to me, Best Buy to cover any repairs to the television for a period of 36 months, or a replacement television with the same specifications.
03-08-2017 01:32 PM
After only owning this TV for a couple of months I can certainly understand you being concerned that it is already broken, and I am sorry for this. The employee you spoke to is correct that after our 15 day return or exchange period any problems with the TV would need to be handled by Sony directly under their one year warranty.
Whoever you spoke to at Sony is incorrect that their warranty goes by the date of manufacture, but instead their warranty would start the date of purchase, and end one year later.
It is my understanding that retailers are not given the date of manufacture on the products they purchase from manufacturers, which of course means we would not be able to pass this information onto our customers. It’s completely possible for older models to have older manufacture dates.
We would not be able to cover the repair of this TV unless you purchased a Geek Squad Protection (GSP) plan to cover the TV beyond Sony's one year warranty. Since your return or exchange period has expired we would not be able to provide you a replacement TV.
|Allan|Senior Social Media Specialist | Best Buy® Corporate|
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