Customer Relations is anything but customer oriented

Question

When I started having problems with my TV, I called sony support and they had a service tech come out to look over the TV. In the process of taking my tv to their service center to have the main board replaced (less than 4 months old for the TV) the service tech damaged my TV. I called sony and registered the complaint and requested that the television be replaced since the main board was broken and since the tv had been damaged by their authorized technician. They were very kind to me and said that someone would call me back in two days with a resolution. No one called. After three days I called them and had to re-explain the entire issue to customer service before they would patch me through to customer relations. Customer relations said that their system did not show they were supposed to call me back. I had to explain the situation to them and then I requested the new TV. They told me that they would have someone investigate it and get back to me in 2-3 days. Meanwhile my part was ordered by the service center but when the package arrived from Sony, my part was not included in the order. When the order was placed, Sony's site said it was in stock, but now it is on back order. So I called Sony to find out when the part was going to be in stock so I could get an estimate on when the TV was going to be fixed and to find out if they determined the TV would be replaced. The customer service rep answered the phone and I asked to be patched directly to customer relations. They said that they need to review my file first to determine if the call should be directed to customer relations. After 5 min. they come back and ask how they can help me. I said that I need to speak to customer relations and they said please hold. After another 3-4 min. they come back and said that the wait time was about 30 min. and if I would like them to call me when they are available. I told them yes, and hung up. They never called. I called later that evening and they went through the whole process again of reviewing my file prior to sending me anywhere. Then they said to please hold while they got customer relations. After about 5-7 min. they came back and said that customer relations was closed for the day. I could not believe it. They then said that they would have customer relations call me first thing in the morning. This did not happen. So I called back yet again. After going through the entire process and waiting on the phone for about 20 min. I got into customer relations. They told me that my issue was still under investigation and that they would call me the next day regardless with an update. I told them to excuse me if I didn't believe them, but out of all the times I have been told that someone will call me back, it has never happened. The representative became very rude and said that regardless if I believed it or not they would call me back and then they hung up on me.
Out of all the warranty service I have ever had to have done on any product I have ever owned I have never been treated with so much disrespect and empty promises. I should add here that they already told me that they would not replace my TV even though their technician damaged it. They said that since the damage is on the back of the TV, it is not an issue. I was floored when I heard this. Now my only option is to wait for some part to get back in stock and then hopefully get my TV back.
On a side note, all growing up I heard that sony products were the ones to buy but I could never afford it. It took my wife and I about 18 months to save the money to purchase this TV. We bought a higher end model KDL46NX800 in order to have something that we thought at the time would last us for years to come and be something that stood out above the rest. It is very unfortunate that we are having to go through this experience. I had high hopes when the problem first showed up on our TV that Sony would fix it quickly and do everything possible to make this a good experience for a new sony customer. Unfortunately it has not been the case.

Answer 1

I'm very sorry to read about your issues with your TV - the issue was escalated to the Sony Customer Relations team and I understand that since your original post you have now received an A stock replacement for your TV. If you have any further issues please contact Sony support, quoting reference number E49102116 and they will be happy to assist:
http://esupport.sony.com/US/perl/contac ... KDL46NX800