Sony, please tell me how you allow something like this to happen? Horrific Support Experience

Question

So, the below happened.  Essentialy, Sony sent me four broken TVs, forced me to spend about 20 hours of time replacing those TVs, and has refused to replace my broken television.  The below is a chain with one of your reps.  I would never have expected such a poor customer service experience from a company of Sony's caliber.  It has been very disappointing.  You insist that you are giving me an "offer" but you have given me no options whatsoever.
I note that you continue to maintain that there is no viable replacement.  However, a simple search on your webpage and online shows that there are multiple 48 inch LED televisions still available.  I find your representation to be disengenuous.  The below chain is only one point in the long line of frustrating communications with your representatives.  All told me different things and made promises that were not kept.  I can only imagine how my case file looks.
I would like an explanation from Sony how you could allow something like this to happen?  This has been the most frustrating experience I have ever had with a electronics company -- and I have had alot.  It has been terrible.
---------- Forwarded message ----------
From: []
Date: Fri, Jun 26, 2015 at 7:22 PM
Subject: Re: [] *Mark*
To: Sony Support USA <>
To be clear, I am not "accepting" your offer as I don't think it is fair or makes me whole. I am telling you to do whatever you have to do. You have given me no real other options. 
On Jun 26, 2015, at 7:04 PM, Sony Support USA <> wrote:
Hi [],
Thank you for contacting Sony and for accepting the offer. We apologize that we cannot offer you the regular retail price of the unit since that is not the amount that you paid it for. We will email you a prepaid shipping label which you can use to ship us back your TV and once we determined that it is in transit back to us we will process the check with the amount of $369.99 and you will receive the check in 4-6 weeks. Thank you.
Regards,
Mark C7NO
Sony National Customer Relations
From:[]
Sent: Friday, June 26, 2015 9:20 PM
To: Sony Support USA
Subject: Re: [] *Mark*
How you get away with treating your customers like this is beyond me.  I am telling you that I purchased the television at a discounted rate that I am no longer able to obtain.  In other words, the amount you are refunding me will not make me whole.  I am also telling you that your colleague literally offered me a refurbished TV about two hours ago (apparently your group offers less to customers now).  You have already sent me three TVs and wasted about 20 hours of my time.  Despite all that, you unapologetically state that your "FINAL" offer gets me to nowhere that I need to be.  You have no remorse for the situation and have not gone any extra distance to make a customer whole, which is all that I am asking for.
You have beaten me into submission over the past month with broken TVs, hours wasted shipping, long conversations with support representatives, and failed promises.  You guys go ahead and do whatever it is you need to do.  There is only so much that I can argue about.  No customer should expect this type of treatment from a company like Sony.  People purchase Sony so that they DONT have to deal with that type of nonsense.  This has honestly been the worst customer service interaction I have ever had.
On Fri, Jun 26, 2015 at 5:54 PM, Sony Support USA <> wrote:
Thank you for contacting Sony. We double checked if there is a same or comparable refurbished unit for replacement but there is none. Your file is being already being handled by our department which is the highest level you can get since our managers and supervisors are not part of the escalation path. The $319.99 is the amount that you paid for the TV and that is what we are going to refund you and the $50 is for compensation. You are getting more than what you paid for the TV so Sony believes it will cut it. Our offer is FINAL. Thank you.
Regards,
Mark C7NO
Sony National Customer Relations
From: []
Sent: Friday, June 26, 2015 8:38 PM
To: Sony Support USA
Subject: Re: [] *Mark*
Mark,
I just spoke to an individual on the phone who told me that you could send a refurbished model .  That conversation is exactly what prompted my email to this email address -- they told me to reach out here because you could provide me a better option rather than the two that were given.  Now you are telling me that not only can you not offer me a better option but that you are taking away an option previously given.  This is getting more and more ridiculous.  I am sorry but this just isnt working for me.  I dont understand how there is this much miscommunication between your departments. 
I would like to be put in touch with a manager on this case.  Your offer to refund me 320 + 50 will not cut it.  I am amazed that a company like Sony, which people purchase because of the supposed product support and service, is failing their customer in this way.  It's very disappointing.
On Fri, Jun 26, 2015 at 5:30 PM, Sony Support USA <> wrote:
Hi [],
Thank you for contacting Sony. Like we mentioned from our last email, the best and final offer is the buyback. If you don’t like the offer then we don’t have any other option for you. Thank you for choosing Sony.
Regards,
Mark C7NO
Sony National Customer Relations
From: []
Sent: Friday, June 26, 2015 8:10 PM
To: Sony Support USA
Subject: Re: [] *Mark*
Thanks, Mark.  My preference would then be to try a refurbished model one more time.  The issue is that I got the TV at Black Friday discount.  I wouldnt be able to replace it even if I wanted to.  So, I will try one more time and go from there.  Please let me know once the TV is shipped.
On Fri, Jun 26, 2015 at 4:21 PM, Sony Support USA <> wrote:
Hi [].
Thank you for contacting Sony. We apologize if you don’t want that option but this is the best Sony can offer since there is no same or comparable model to offer you anymore. If the unit will be replaced it will be the 4th time already and to tell you honestly it will be much cheaper for you to just buyback the unit rather than to pay the shipper deliver the TV every time we replace it and we are not saying that it is your fault just to make it clear. We will buyback the unit for $319.99 and we will add up another $50 as compensation for all the troubles. Please let us know once you have made your decision. Thank you.
Regards,
Mark C7NO
Sony National Customer Relations
From: []
Sent: Friday, June 26, 2015 7:16 PM
To: Sony Support USA
Subject: Re: [] *Mark*
I don't want that option.  I would take a refurbished model again over the refund. 
You are saying that I spend 20 hours of my life dealing with you, driving to and from fed ex three times, mounting and taking down three broken televisions, and you do nothing to compensate me for my time?  I would never expect this from a company like Sony. 
On Jun 26, 2015, at 4:10 PM, Sony Support USA <> wrote:
Hi [],
Thank you for contacting Sony. As we have mentioned there is no same or comparable model to offer you that is why we offered a buyback for the unit and that is the only option thank you.
Regards,
Mark C7NO
Sony National Customer Relations
From: 
Sent: Friday, June 26, 2015 7:05 PM
To: Sony Support USA
Subject: 
As I said, I don't want a buy back. That is not an option for me. 
Are you saying that you have no other 48inch led television?
On Jun 26, 2015, at 4:02 PM, Sony Support USA <> wrote:
Hi [],
Thank you for contacting Sony. We apologize for the inconvenience this may have caused you. Since there is no same or comparable model to send you as a replacement we will buyback the Tv for $319.99. We will email you a prepaid shipping label for you to return the unit back to us and once we determine that the unit is in transit we will process the check and you will receive it in 4-6 weeks. Should you take the offer please provide the address where the check should be sent to. Thank you.
Regards,
Mark C7NO
Sony National Customer Relations
From: 
Sent: Friday, June 26, 2015 6:49 PM
To: Sony Support USA
Subject: 
Over the past month, you have sent me four defective TVs.  I cannot tell you how frustrating this process has been for me.  I never would have thought that a company like Sony could be this bad.  It has been like pulling teeth with you all.
I purchased my television thinking that it would come along with the best product and support in the market.  That has not been the case.  My TV broke down within a year and now you have sent literally four televisions to replace it but none of them have worked.
The latest contact I got was that you have run out of new television for my model and instead need to send me another refurbished one or refund me.  I do not want either option.
I want a brand new TV.  I dont care if it's the same one or a better one but it has to be new.  It cannot be refurbished.  I do not want a refund.
At this point, I have spent about 20 hours of my life on the phone with you or shipping back and forth items.  I would also like compensation to account for that time.  
Please email me or call me with a response.
 

Answer 1

Hi adam26, 
Welcome to the Sony Community! 
We certainly empathize with your frustration and we apologize for the inconvenience caused. Please check your other thread here, we saw someone from our customer relation department already responded to your inquiry. Again, we sincerely hope to seek your kind understanding on this matter. 
Regards, 
Dave