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New Member
Posts: 3
Registered: ‎06-26-2018

Request for Support\Help on purchased product

[ Edited ]

Dear Team,

 

Am {removed per forum guidelines} From India, i've visited to newjersey on 2014\2015 and been to BestBuy and become loyal customer due to the good support\service, my first purchase was B&W 685 S2 Speaker, and the list continued with Yamaha AVR, Nikon Cameras, etc... whenever my friends visit US\Canada or if some of my friend return to india from US i used to purchase something from BestBuy through them. similarly this time one of my friend returned from illinois, and requested her to purchase Sony UBP-X700 for me. item was purchased on 17th May 2018. and her travel was postponed thus the product reached me yesterday [25th-June-2018] only. when i try to use the product, it has option to play DVD's, play content from USB, screen mirroring & DLNA. i couldnt see any streaming apps in home page. i know we need to register it in Sony Essential [https://internet.sony.tv/customer] with the register number listed in " Network menu, select Activate Enhanced Features". but the problem is it list nothing. and my network is good with 70+MBPS, also in network status it says connection OK. in one of the sony support center i found a DNS address to be changed, however no luck. am wrote this review within 12 hours after i received product in my hand.
I don't know how to proceed further, mainly i purchased this product to explore streaming & UltraHD supported bluray in single device, however my intention isn't fulfilled. my friend may travel back to US in another 1 month. could you please help me with some sugession to fix this issue or with some other alternate solutions.

 

Have wrote this letter on communication form last week, may be due to some technical issues it's not responded. hence updating the same here in forum to get advice.

 

Could you please check and respond and advice me to have the product which works. awaiting for your favourable response... updated customer pin info from bil for your easy reference.

 

Your Customer Service PIN is:
{removed per forum guidelines}

 

 

Regards,
Samuel J
{removed per forum guidelines}
Mobile +{removed per forum guidelines}

New Member
Posts: 3
Registered: ‎06-26-2018

Re: Request for Support\Help on purchased product

Can i have someone from bestbuy team to respond my query and advice?
Posts: 4,171
Topics: 25
Kudos: 306
Solutions: 230
Registered: ‎12-23-2016

Re: Request for Support\Help on purchased product

Hi Samuel,

 

Welcome to the Best Buy Community forums. I’m sorry it took us so long to get back to you on this. We’ve been unusually busy and because if that it’s taking longer than we’d like to respond to everyone.

 

As noted on our International Orders page, all items we sell are intended for use in the United States. It sounds to me like you may be running into a region locking issue with your Blu-Ray player. Both Blu-Rays themselves, and smart apps, can be locked to work in a specific region.

 

Under our Return & Exchange Promise, the Blu-Ray player would have a 15 day return period, unless it was purchased by an Elite or Elite Plus My Best Buy member, in which case it would have a 30 or 45 day window respectively. Outside of that period, we would not be accept a return on the player.

 

If you’d like to look into getting it working, I’d suggest you reach out to Sony’s support teams in Indi. They can be reached here. They would be best positioned to assist you with this going forward. I’m hopeful that they’ll be able to get everything up and running for you.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-26-2018

Re: Request for Support\Help on purchased product

Dear KyleR-BBY,

I've tried reaching sony couple of times before contacting in this forum, getting automated mails with a set of action which isn't working in my case. I understood the return policy, however am unable to use the product. Can you please suggest some other alternatives.

Ie: I can exchange this product with another good working same player, or with some other product. Am not asking for money back eventhough the purchased product is dead in expected tasks.

I can send this product through my friend back to US. so that defective product with reach best buy and i can have some good solution for the money I've spent. Awaiting for your favorable response and support. Thanks in advance.

Regards,
Samuel J
Posts: 4,171
Topics: 25
Kudos: 306
Solutions: 230
Registered: ‎12-23-2016

Re: Request for Support\Help on purchased product

Hello again Samuel,

 

Thank you for following up with me about this.

 

As I mentioned in my previous post, our Return & Exchange Promise provides a 15, 30, or 45 day window during which a product can be returned, depending on your My Best Buy membership level.

 

Based on the date on that receipt you provided, that window has now passed, so we would no longer be able to return that product. It does look, however, like that Blu-Ray player has a one-year manufacturer’s warranty. If the product is defective, and your friend can bring it back to the United States, your friend can use Sony’s United States support for assistance with a repair or replacement.

 

Sony’s US-based support can be reached at 1 (800) 222-7669 or here. I’m hopeful they will be able to help your friend out so he can send the Blu-Ray player back to you.

 

Sincerely,
 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!