What if your $2,100 TV looked like this when you turned it on?
It’s life for Linda Fields. She purchased her Sony Wega TV in 2006 at Conn’s. She even went to the trouble and expense of purchasing an extended warranty. That got her through April 2009. Then in December a yellow blob appeared on the screen; and it won’t go away.
Most consumers would just chalk it up to bad luck. Linda looked online and noticed that a lot of Sony customers had this problem with their Wega sets. According to the complaints on Facebook on a page called “I have a defective Sony TV,” the blob appears about 3 to 5 years after you buy it. For $2,100 I think it’s safe to say most of us would expect more enjoyment from a TV. But all Sony would agree to do is give her half off another Sony TV.
“Why would I want to buy another Sony knowing that in another 3 years it will have the same problem?” Linda asked.
I offered to call Sony, hoping to get a better deal for Linda. After my call, a Sony representative offered her 50% off the cost of repairs for her TV. Sony spokesperson Elizabeth Lucas told me that when they noticed that the service rates for the Sony Wega TV were above levels Sony deems acceptable, the company extended the warranty on the TV to 4 years from the date it was manufactured (not the date it was purchased). This does nothing for Linda.
Lucas told me the standard offer for any customer who has problems with their Sony Wega after their warranty has expired is 50% off the price of repairs OR 50% a new Sony TV.
Is that fair? Certainly Linda and other Wega owners got several years of use out of their TVs, but was it enough to convince them to plunk down more for another Sony product?
What do you think?