American TV & Appliance of Rockford

"We do apologize for any incurred frustration or misunderstanding related to this situation. Our timeline of this situation are as follows: Our records show that this customer purchased Sony XBR65X900A 65” 4K 3D SMART TV on September 1, 2013. As stated on the receipt, we honor a 15 day return/exchange period and during this time period we agree to return or exchange a product in the event of issues of quality, defect or customer satisfaction with the product. Additionally, this product dos carry a manufactures warranty that covers the product for 1 year from the date of purchase. The manufactures warranty does outline that service will be provided before replacement. On Saturday, October 12th we received a call from the customer stating that the TV was shutting off unexpectedly. At that time our service department scheduled an appointment for the 21st and acknowledged that our Service Team Lead would follow up on Monday to prescreen and ensure the appropriate parts were ordered for the repair. The customer was not satisfied with this option and wanted an exchange done on the product. Our service department did state that this was not an option they had available but would escalate the concern for review. On October 15th our Team lead contacted the customer and addressed the issues that they were encountering and ordered parts to perform the service on the 21st. The customer again stated that they wanted the product replaced and not serviced. Our team lead stated that this was not an available option at this time based on the manufactures warranty. We understand the customer’s concerns and know that it is frustrating anytime a product fails before ever expected. This is one of the reasons American chooses to be a full service retailer. we genuinely want to be the complete solution for our customers, from point of purchase to authorized service repair, should our customer's products ever fail. When a customer calls for service we schedule an appointment for several days out. This allows us to prescreen the issue and order all necessary parts before the date of service. We believe this method allows for us to properly complete a repair the first time we are in the home and minimize the possibility of further inconveniencing the customer with multiple trips to the home. At this time our records indicate that the TV was effectively repaired and is properly operating to manufacture specifications. We do apologize for any incurred frustration as a result of this issue and believe we have practiced fairly in responding to and resolving the service issue the customer was having. Respectfully, -- Shane Cicero | Corporate Consumer Relations American TV and Appliance"