Manufacturer Warranties and Protection Plans

[kilokid]

I bought a Sony SXRD 50A2000 for $2400 in Sept of 2006. I purchased a 4 year warranty. This particular TV has had severe problems and Sony lost a Class Action Lawsuit because of these problems.

I have had two Optical Blocks replaced , which is a very expensive procedure. This last OB was replaced on 9-4-2009.  Ernesto my Geek Squad repairman could not get the color right with this new replacement. Green blobs and pink lines on the screen. Ernesto called Sony and told them of the TV's problems and he gave them all the information about the TV. He told me that Sony will contact me in three business days, which will be Tue or Wed of next week. Ernesto told me that the TV had severe problems that changing the expensive OB would not cure.  I know that Sony has been offering  new replacement TV's with a few hundred dollars discounted off their retail price. 

 So here's my question.  Why is Sony involved in this if their warranty is only for one year and I've had this set for 3 years.  It sounds to me that Ernesto feels this set would be to costly to continue repairing. If that is the case,  and I'm sure it is, I  should be entitled to a replacement TV through my PSP at BB, right?  Thanks for your  help.

[justinfcoffey]

At this point, anything you do through Sony is between  you and them. Best Buy would not be involved because the factory warranty is long expired. If you want to research the Class Action Lawsuit and follow the path, that is your call.

When it comes to the Best Buy PSP, you have the No-Lemon Policy for each qualified repair performed where parts have been replaced. On the 4th issue, the issue will need to be confirmed by an in-store technician or a Best Buy Service Center to authorize the No-Lemon exchange.

The PSP also has a clause for an exchange if the cost of repair exceeds 75% (I believe) of the value of the television and is considered uneconomical to repair.

However, BB and the PSP will not "deny" repairs due to cost so don't worry about that. That's where the above clause comes into play.

I'll let a CC jump in though. I hope my answers helped.

[kilokid]

Thank you very much for answering all my concerns. I feel that BB will be fair in this situation and thats all I can ask for. Thanks again.

[justinfcoffey]

I'm glad. Please keep us updated with what's going on though. I'm curious to see how this works out. It's a unique situation because of the Sony situation.

[Allan-BBY Community Connector · Accepted solution]

Hi kilokid,

I’m sure it’s been frustrating having to wait for two different parts to be installed without either part resolving the problem with your TV, and then being asked to wait for Sony to contact you in regards to getting a replacement TV.

I did look into your repair and I confirmed that the technician told you that Sony should be contacting you in regards to getting you a replacement TV. When the technician contacted Sony they advised him that the problem with your TV is un-repairable, and that they were exchanging this model TV with this particular problem even if the manufacturer’s warranty had expired.

I did confirm that you had purchased a Performance Service Plan (PSP) along with the TV to provide coverage beyond the manufacturer’s warranty, and you are correct that if your TV is determined to be un-repairable your PSP should replace your TV with a comparable model TV.

I looked into this again today, and I show that your PSP has approved your TV for replacement. I am sending you a private message to pass along some personal information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,