End of November 2023
Mr. Ma to Sony distributor Zhejiang Xincheng Electric Appliance Co., Ltd
Bought a Sony A95L model TV
It cost 26,000 yuan
He introduced that he had spent money in this store before
This time I didn't go to the offline store
Instead, order from the salesperson over the phone
The master delivered the installation at home
It's only been a little over a month since there was a problem with the TV
This was hard for him to accept
Mr. Ma: When the plug is plugged in, it is a logo, and after a few seconds of the logo, the red light flashes, and there is no response. According to the normal operation, press this power button, you can start normally, now press this power on button, there is no response. On the night of December 27th, this problem arose as you just saw on the screen.
Reporter: What is your appeal now?
Mr. Ma: Then give me a new one.
Zhejiang Xincheng Electric Appliance Co., Ltd. Staff: Maintenance is no problem, it is originally within the warranty maintenance, invoices and everything. It is his current appeal, our factory does not support it, it has exceeded the time point specified in the three guarantees, we have already applied for it, and now the manufacturer has not given consent.
Reporter: When you bought it from a dealer, did you promise anything?
Mr. Ma: There are no promises in words. A third party issued me one,Called a five-year warranty,At that time, the master who came to install the TV told me,He said that this is within five years,He said that it is replaced,Any problems will be replaced,Jingdong,It is written with official authorization,180 days only for replacement and not repair。
Mr. Ma provided one
"Household appliances "Whole Machine Extended Warranty Service Card"
Voucher of charges"
The amount is 1,999 yuan, and the issuance time is November 27, 2023
The list does not explicitly mention that it will only be replaced and not repaired within five years
The reporter inquired about the Sony A95L model TV on Jingdong
I didn't see a promotional picture that was only replaced but not repaired
Mr. Ma said that after the TV set had a problem
He contacted Sony's third-party after-sales service
Mr. Ma: The after-sales service gave me an inspection order, which did prove to be a hardware problem. Then I took this inspection sheet to the dealer, and the Sony side in Shanghai told him that he had to go through a three-pack process, and he wanted to repair it for me in fifteen days, not replace it. I am not satisfied with this result.
Mr. Ma provided the inspection form
The "Symptom Confirmation Result" column reads
"Flashing red light, product reason"
It is stamped with the official seal of "Hangzhou Sony Special Repair Station".
The reporter followed Mr. Ma to the scene
This pit on Wenhui Road
A sign is attached to the glass
It says "Special Pit Repair Station"
And there is the Sony logo
The person in charge is not there
The reporter contacted each other through the store staff
Hangzhou Sony Special Repair Station Manager Zhang: I don't know the situation, and we don't accept interviews here. I want to know about it, and we have a special person to get back to you.
The journalist left his contact details
And reported the situation to Sony's official customer service hotline
In the afternoon of the same day
The external affairs manager of Sony Hangzhou branch gave feedback
He also explained the propaganda of "only replacement, not repair".
Mr. Jin, External Affairs Manager of Sony Hangzhou Branch: The question is which dealer is engaged in this activity, and he needs to see clearly. The state encourages dealers to put forward the protection of users, beyond the national three guarantees regulations, that must be supported.
Reporter: Not all of this product?
Mr. Jin, External Affairs Manager of Sony Hangzhou Branch: Of course, of course, so users may be a little biased. There is no final result yet, and our after-sales headquarters is negotiating with users.
Mr. Ma expressed his willingness to negotiate again