My email to Sony
Ref no 12940792
Sir
I have had this machine for a number of years and other than the infamous channel drop of 2013 it has worked fine - as I expect my Sony products to ( we have a number)
For some reason Sony issued an update in ? June time which caused my and many other machines to drop channels on a whim, and then on an increasingly regular basis
I have posted on your forum looking for answers and the issue appears to be a firmware problem.
I have no idea what this means
I rang Sony who confirmed it was firmware issue caused by one of their updates but this can be fixed by going on line and burning a cd in a certain way including bowing to the moon three times on Sunday whilst holding a 4 leaf clover in one hand and a rabbits foot in the other.
I don't have the option to burn discs as I have an iPad.
The kind man offered to send me a disc which finally arrived 2 weeks later along with instructions printed from the Internet
I've followed these instructions and they do not work
The disc does NOTHING at all
Husband has followed instructions - same result
I rang Sony again today and spoke to Ahmed - a very nice man who was very patient with my crossness at the situation ( not him)
He suggested I have another disc sent out - why ? What guarantee do I have that the second one will work when the first one allegedly came from the 'I can fix it' dept postmarked Brigend?
In the mean time the machine has got even worse and regardless of how often I tune it -- which has been daily for 6 weeks, it now drops EVERYTHING the second it gets turned off. I can record if I am in the room to press the rec button on the remote. What exactly is the use of that? I may as well be watching the programme
Your man has suggested I drive the machine to Braintree to an authorised engineer who may be able to repair the machine - if it is repairable as Ahmed seems to think
That's a round trip of 90 miles to drop it off and another 90 to pick it up and an instant £39 to look at it
At HMRC rates that's the thick end of £100 in travel plus £39 before the engineer decides how ever many parts are needed.
Does that seem fair that I have to go all this expense in terms of time, money and aggravation to fix something you broke ?
I'm tempted to replace the machine and send you the bill but you don't make it anymore so you are at grave risk of loosing a hitherto very loyal Sony customer.
I'd really like to hear from you about why you issued the upgrade that broke the machine to start with and why this sorry saga has occurred
I'd also like to know what gesture of goodwill you are prepared to make in order for me to repair or replace the machine.
Yours
Sent from my iPad
Please excuse any typos. Auto correct and I don't always agree.
