10-23-2021 04:13 AM
On 7/27/20 at a NYC Best Buy Store, Best Buy Sony Authorized Dealer employee use false & misleading advertising & failure to disclose certain information about of the Sony x900H when i purchased Sony x900H that it can't display true 4K resolution at 120hz mode due to hardware limitation.
I contract Best Buy (1-888-BEST BUY) & Best Buy Customer Support told me contract Sony, Sony Customer Support said contract Best Buy for a refund or upgrade to x90J. many months back & forth with Best Buy & Sony, i got a phone call from Sony as well email that acknowledge Sony x900H has a hardware issue & can't be fix by a firmware, be replace with a another x900H or repair.
Best Buy & Sony is committed under NY Consumer Law that protects consumers from False & Misleading Advertising to provide me with truthful information about the products which i didn't get which is misleading advertising & incorrect information of the product.
10-23-2021 10:50 AM
Best Buy is just the retailer in this whole thing, the information we provide on our website and in our stores is the information provided to Best Buy by Sony. Best Buy does not participating in designing, engineering, or manufacturing the products we sell. Best Buy has a return period of 15, 30, 45, or 60 days based on your current rewards level status, after which your manufacturer becomes your primary support channel for warranty issues. Best Buy does offer additional protection that can be purchased, but this only guarantees it to meet factory specifications. According to the supplied letter, this does meet those specifications.
While I have a feeling that I have some familiarity with your concerns, in reading the attached letter it appears that the Sony Television is operating as designed and working at 4k 120hz. It makes reference to meeting "your criteria for picture", in other words they feel you are requesting something it was not engineered to do. I would recommend that you keep working with Sony, the manufacturer, if you feel they have not properly addressed the issue for you.
10-24-2021 04:11 AM
Sony x900H 4K 120hz is 3840x1080p upscaled with vertical line doubling with a sharpness filter added a few updates ago to hide or mask the issue but still can see the blurry resolution at 4K 120hz which fall into false advertisement. i attach the picture showing evidence, i hope i get a PM from a Best Buy mod so we can work this out since Sony comfirm in their own words this is a hardware limitation which the tv is doing fake 4K at 120hz.
"the misrepresentations a company would use in their advertising (Best Buy & Sony) to lure consumers to purchase their product or service, for the consumer (me) to discover only later that he/she was duped in the transaction. In the meantime, the consumer, having been induced into the purchase by relying on the advertising, may have gained little to no benefit from the service or product or worse, they are in a worse position than before purchase".
10-24-2021 08:50 AM
Yeah, this is exactly this issue I assumed you were making a complaint about. This has been addressed in other threads, once the mods reach your post they will recommend you work with Sony as Best Buy isn't the manufacturer of the Sony XBR(xx)X900H in your possession. Best Buy provides the information given to it by Sony, and if you bought your television in June of 2020 there would have been no way to validate this limitation real world making Best Buy and the thousands of other retailers worldwide who sold this television unaware of it's limitations. Again, Sony is the designer/engineer/manufacturer of the set and you are outside of the return window. Sony *IS* your best and only source of support for this issue.
10-24-2021 03:25 PM
Thanks for reaching out. It is always a pleasure to welcome a new member to our online community. This is a great place to learn about new technology, interact with other users, and solicit support from our team of moderators. We appreciate you choosing Best Buy for the purchase of this television. I understand your desire to bring this matter to our attention.
As mentioned in our Terms and Conditions, we try to be as accurate as possible with the information we present on the Best Buy Properties. We will make reasonable efforts to accurately display the attributes of the products we sell. We do not warrant that product descriptions or other content is accurate, complete, or error free. Contacting the manufacturer was the right thing to do. Based on the letter you’ve shared, it does seem Sony’s Engineering and Technical teams have confirmed the device is operating as intended.
While the return and exchange period for this purchase has expired, your feedback is important. If you’d like to send a Private Message, I would love the opportunity to formally document your insight. To send a Private Message, simply select the darker blue icon, which is located across from my signature.
01-12-2022 04:13 PM
I, too, bought a Bravia X900H from Best Buy for the sole reason of the advertised 4K/120Hz gameplay touted on the Best Buy website. I even have the BB web page from the month I purchased the TV archived where 4K@120Hz was confirmed, but suddenly, when this controversy arose, that section was magically removed. I did approach Best Buy in person and via internet to express my unhappiness with the TV and the misleading advertising. I was hoping for a one-time "customer goodwill" exception for an exchange into a TV that did what it was advertised to do, willing to pay the difference if there was one. Not a single person that represented Best Buy was willing to accept responsibility for selling me a $1000+ product that was falsely advertised on their website. Best Buy stopped selling the TCL Google TVs recently due to poor performance, and granted existing customers leniency. And the TCL issues could be fixed with a software update. The X900H's lack of full 4K/120Hz support is a permanent hardware limitation of the TV that Sony wants to ignore and sweep under carpet. I just don't get why Best Buy would prioritize protecting customers from a temporary issue on one TV, but not a permanent issue on another.
As you can see, Sony is not being cooperative in this matter. It's a shame Best Buy couldn't accept some responsibility concerning this issue and assist the customers who feel wronged by their purchase. I make a lot of my high end purchases at Best Buy, but after the way this situation was handled, I'm not comfortable purchasing big-ticket items there anymore. I'm just not.