This is an ad from Sony about The Sony BRAVIA XBR KDL-52XBR4 52-inch 1080p LCD Flat Panel HDTV.
The Sony BRAVIA XBR KDL-52XBR4 52-inch 1080p LCD Flat Panel HDTV continues Sony's tradition of making outstanding televisions, and with a 52-inch screen, you'll be the envy of all your neighbors. Sony does not hold back with any technologies, and the XBR series is its flagship line--so with the XBR, you know you will get the best quality home theater experience .
I just had what Sony sells as their top of the line Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV that sold for over $2000.00 fail because it had what the technicians that came to my house to evaluate it said was a bad panel after only twenty months of service.
The reason that I own this Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV is that I bought a Sony flat screen model KDL52XBR4 52-inch 1080p LCD Flat Panel HDTV for $3400. That quit working twenty months after the day I purchased it because it had what the technicians that came to my house to evaluate it said was a bad panel.
I had to spend over a month going through hoops in order to get a replacement set which is the Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV.
I received the Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV on December 16 2009.
Because I had such a horrible experience dealing with Sony when the Sony BRAVIA XBR KDL-52XBR4 52-inch 1080p LCD Flat Panel HDTV failed I purchased what I was led to believe to be an 4 year extended service from Sony for $350.87 hoping that I would never have to use the service policy.
The extended service has Sony Extended Service Plans written across the top in large type.
While dealing with this current Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV top of the line television that has failed in less than two years because it has bad panel I find that I am dealing with an aftermarket company named Service Net that has had over 355 complaints filed against them in the last three years.
The thing that really stands out about Service Net is how rude and uncooperative their so-called service rep. Ashley Crenshaw and two people that claimed to be supervisors named Ray Keeler and Darienne Arcuri at Service Net are to deal with.
As a Sony customer, I can only hope that someone at Sony takes the time to look at Service Net to see how Service Net is treating Sony's customers and check into the 355 customer complaints that they have received from customers in the last three years.
Again thats 355 customer complaints in just three short years that averages one customer complaint every three days.
After having to contact this company named Service Net several times, they have told me that they will not replace the Sony BRAVIA XBR KDL-52XBR9 52-inch 1080p LCD Flat Panel HDTV with a XBR set like the 2 that failed before they had been in service for less than 2 years each because they both had bad Sony panels.
In addition, I had two choices I could accept either a lower end KDL-HX729 LCD TV KDL55HX729 set or a check for $1575.76 that may not have cleared.
We all know I can't purchase a replacement TV that is the same quality as the Sony XBR line for the $1575.76 that Service Net is willing to send to me if I don't accept the KDL 55HX729 so I feel that I had no choice but to accept the lower end KDL-HX729 LCD TV KDL55HX729 replacement set.
Sony USA has told me that the KDL-HX729 LCD TV KDL55HX729 is not as good quality as the Sony KDL52XBR9 that has failed and I should have been offered the Sony XBR-55HX929.
The HX929 is the highest end Sony LED LCD 3D TV from Sony and is the XBR series Both of The expensive Flat Screen Sony televisions that failed were the top of the line so called flagship XBR sets and the Sony Extended Service Plan that I purchased from Sony states that if the Sony set fails and cannot be repaired they have to replace the set with one that is equal or better.
I filed a complaint with the BBB where Service Net is located.
This is the response that I received from Charles B. Mattingly President /CEO of the BBB.
Even though Service Net has had, over 355 complaints filed with this BBB in just three years the BBB of Louisville KY has Service Net listed on their website as having an A-Plus rating.
Thank you for using the Better Business Bureau's services. I regret that you are not satisfied with the outcome of your complaint, but it appears that Service Net has fulfilled all obligations to you by providing a replacement television that meets the requirements of the extended service agreement offered by Service Net Solutions. You accepted this replacement television and signed an agreement stating that this replacement television would settle your claim.
Your complaint is published and counted as one of the complaints handled by the BBB involving Service Net Solutions. In effect your complaint and rebuttal are a "negative" customer review and part of the company's BBB Business Review. When a customer complaint is published, the BBB will not post a negative customer review regarding the same issues as the complaint. This policy is consistently followed whether or not the company is a BBB Accredited Business.
We look carefully at complaints anytime a company has the number of complaints that Service Net does. But this company is a high volume national provider of extended service contracts on behalf of many products and brands. The number of complaints is modest in relation to the volume of business handled by the company. The company has responded appropriately to all complaints even though all customers are not satisfied with the outcome, as you are not. Of Service Net's 355 complaints over the past 3 years, the customer has been satisfied with the company's handling of the issue in 281 cases. In the 74 other cases, including yours, the customer was not satisfied with how the company resolved the problem, but the BBB has judged that the company handled each matters in accordance with generally accepted good business practices for the industry. The ratio of resolved complaints (where the customer was satisfied with the outcome) to "administratively judged resolved" complaints (where the customer remains dissatisfied but the BBB feels the company made good faith efforts to resolve the problem) strikes me as a reasonable ratio for a company with this volume of business and complaint volume.
All good wishes,
Charles B. Mattingly | President/CEO
Southern Indiana and Western Kentucky
Tel: 502-583-1099 (direct)
www.bbb.org | Start With Trust
Better Business Bureau, Inc.
844 S. Fourth Street
Louisville, KY 40203
It makes you wonder what it takes in order to receive a negative review from the Better Business Bureau in Louisville KY.
Hopeful the companies rating with this BBB is not determined by the amount that the company pays to be a member in good standing with this BBB but with over 355 complaints filed in just three years makes a person wonder how they can have an A-Plus rating with them.
We have all heard that Money talks and it looks like the BBB of Louisville KY has some real good listeners running their office.
Ron C Denver